Big Sandy Superstore — Attraction in Portsmouth

First, I would like to note, I never write reviews. This experience however needs to be heard/told. In May 2021 I purchased a sofa, 2 living room swivel chairs and a dining room set. I paid in full for purchases and recieved sofa and dining room chairs fairly quickly. However, I spent months trying to get my dining room table and 2 living room chairs. I never recieved a single call from Big Sandy during that time, although I called over and over trying to get ETA for my items. In mid November I decided we was not going through the holidays without a kitchen table. I ordered new items from amazon (I recieved those within a week). I then called Big Sandy and had to argue with them to refund my money on the items!!! Very frustrating! Recently, I decided to give them another chance, as COVID did have impact on availibilty of consumer goods (only excuse I ever recieved). I found a sectional but I was told it would not be in stock for 6 weeks. I spoke with sales team and chose another one as I was told it would arrive faster. I explained to both the sales person and store manager my last experience and was promised that would not be the case this time... I was told initially I would recieved 2 shipments, the first arriving week of 2/14/24. I called after not recieving any communication about delivery the following Monday 2/19/24. I spoke with sales person who stated they did not recieve items but would be getting shipment on 2/25/24. On 3/4/24, my husband called store (again no communication from store) and was told they have no information on when our purchase will be in stock to deliver. They told him someone is supposed to call every 2 weeks with updates! We have not heard from them exce0t when we have called. I will never purchase from Big Sandy again as their customer sevice/communication is terrible! We are going wait until 2nd delivery time frame which is March 20th passes and will have to get our money refunded. It is a sad because we do like their products. It is also a shame because a little communication would make a huge difference. I understand delays happen but after our first experience and the staff being told about that experience. It was a slap to the face and proves yet again that they suck at customer service. DO NOT buy from.#bigsandy unless you want crappy communication and dont care about delays (or maybe never...

Well we went December 2nd and ordered our sectional. Brenda told us that it was going to be in at the end of the month. She messaged the Thursday before the end of the month stating 2 out of 3 of our pieces were in. On the 29th I called to see if my last piece was in and was told it was due to arrive the next day or on the 31st. I called down on the 31st to ask if my piece has came in yet. Ashley (General Manager) informed me that it wasn’t due to come in until the 7th of January. I let her know what was told to me, Brenda had told me it was going to be here at the end of the month and then she messaged me about 2 of my pieces being in. Ashley told me that I was misinformed. I was close to the store and so I went down there to see if I can get answers in person. I spoke with Brenda and let her know everything that was told to me by her and what she had messaged a wk ago. She apologized and told me that she didn’t mean to misinform me. She started looking at other locations to see about getting my other pieces. I asked her why she was looking for multiple pieces when she had let me know that prior Thursday that we only had 2 pieces left. She said that someone took my other piece since my whole order wasn’t in yet. I asked if they could offer free delivery since I was waiting, Brenda and another lady said that’s something they could definitely look into and may be able to do. They got my other pieces from another location but once they went back into the system it was gone. I asked again about free delivery if I was willing to wait longer now and Ashley said no she won’t approve that. After a few choice words about all of it, I asked if I could just get my refund. They were only going to give me $25 Big Sandy gift card for my troubles if I waited for my pieces. What can you honestly get for $25 in that store?!! So she voided out the sale and told me that they don’t have that kind of cash in store and the check was going to arrive in at least 7 business days. My initial thought was, why wouldn’t she ask me if I wanted to just wait for the pieces since it was going to take the check just as long?!! But nope, she voided it out. This was the worst experience. I will never do business with this...

I bought a refrigerator. A few years later, last year the ice maker quit working. It took them four trips to the house and seven to eight weeks to get it fixed. This year the ice maker quit again. The guy came out July first and replaced it. Still didn’t work. It would freeze the cubes but wouldn’t dump. I could hear it try every once in a while. It looked liked the tray was bound up or stuck on something. He came back on July ninth and after looking at it said I needed a new compressor. He came back on the 19th and installed the compressor. It still is not working. Now it won’t even freeze the cubes. Seems like he is going the wrong direction. Today is July 20th and I have to wait until August 5th for him to come back to look at it again. Looks like this fix will be another eight weeks, maybe longer. If this is the normal service when something breaks down then I will never buy from them again. They got one star because I had to give them one to be able to post this.

Update. On July 22nd my wife went into the fridge and it was warm and smelled bad. All of the cheeses were moldy and the freezer was thawed out an warm. We lost at least $400 worth of food. A different tech came out today. As soon as he took the back cover off he saw the problem. The other tech that installed the compressor never soldered the joints. That means he never did the normal pressure test or vacuum test. Waiting for a call back from Donna a manager at corporate to see if they are going to pay for my food loss due to the incompetence of their tech that installed it. Not feeling real positive about it.

Update 7/26 /21 I received a voice mail on my phone from Donna the manager I had talked with at corporate. She said they were going to let me do an exchange. I went to my local store to see what it was. They gave me a 100% refund on my old fridge to use toward a new one. I was not expecting that. I want to give them credit for doing the right thing. We went down and picked it out and it will be delivered Thursday the 29th....