Big Sandy Superstore - Cincinnati — Attraction in Sycamore Township

ZERO STARS

Dear “Big Sandy” -

On March 9, 2025, as new residents to the area who were impressed with Big Sandy’s glowing Google reviews, visited your Kenwood store and received excellent assistance from Eddie. We were there for well over an hour, and although Eddie had to leave before we could complete our purchase, we appreciated his service so much that we returned the following Wednesday—driving 45 minutes each way—specifically to ensure Eddie would receive credit for the sale. We needed to purchase a bedroom set and a large couch as soon as possible, as we had almost no furniture in our new house. When we arrived that Wednesday, Eddie was absent; however, another associate assured us he could help, and that Eddie would still be credited. Unfortunately, this is where our Big Sandy experience began to unravel.

This other associate informed us, quite clearly, that the earliest we could expect delivery to our area was April 3, 2025. My wife and I both remember this accurately, since we both remarked that we would at least have some furniture to enjoy at Easter when we were expecting two of our children to visit. This statement set our expectations—and we made decisions based on that specific date. As new residents without furniture, we were trying to get settled quickly. Had we known we would be sleeping on a mattress on the floor for the next eight weeks and unable to properly host Easter guests, we most certainly would have taken our business elsewhere.

To make matters worse, no one from the store contacted us to inform us that delivery would not be happening on April 3. Again, the sales associate clearly set the April 3 expectation. We only found out when we called ourselves to ask what time to expect the delivery. At that point, we realized no one had taken ownership of the order or had any intention of proactively communicating with us. That kind of neglect is not just disappointing, it’s unprofessional.

That became the unfortunate pattern—we were the ones constantly reaching out for information. There was no follow-up from your team. When my wife called, one of the managers apologized, but those apologies were hollow. There was no tangible action to make things right. We had to chase them for information, and no one seemed to understand or take ownership of the situation.

It’s one thing to make a mistake; that happens in business. But owning the mistake, communicating clearly, and following through on solutions shows character. The manager even promised us a $100 gift card as a gesture for the inconvenience—something we appreciated at the time—but it never arrived. More words, no action. At this point, we feel like your store took our money and abandoned us.

“Big Sandy”, I run a small business, and in my company, customer service is not negotiable. If someone on my team makes a mistake, we own it and we make it right. In fact, I own the mistake – personally. That’s how trust is built.

On May 1, we finally received a message from the store (or someone on a text message) that the couch was in—only to be told delivery wouldn’t happen until May 15. At that point, any relief we felt was erased. This final delay is, frankly, unacceptable. Why not make it a priority to get the couch to us as quickly as possible?

I’ve read “Big Sandy’s” words on LinkedIn about teamwork, strengthening the brand, and delivering outstanding customer service. Based on our experience, I have to say: your Kenwood location is not living up to your vision.

We’re incredibly disappointed, not just in the delays, but in the consistent lack of accountability and basic follow-through. I hope you take this message seriously and address the issues within your team. Customers deserve better—and frankly, so does your brand.

I have tried to reach out to management at Big Sandy, but have had zero luck.

As of today, we received the furniture, however the delivery crew did not have the hardware to build the bed…. SHOCKER!

Update - the nightstands were not delivered.......

I really dislike leaving poor reviews because I know it’s likely a one off for most people/companies.

I am leaving 2 stars instead of one solely based on the experience in store. Our salesperson was kind and knowledgeable. We made our purchase 8/10/24, it was delivered 8/16/24 and today is 11/16/24 and we still do not have a resolution with our dishwasher.

After purchasing an entire kitchen suite and washer/dryer, we noticed about 2 weeks in our dishwasher was leaking large amounts on the front left side. We made a service call and got an appointment scheduled. We were told that a leaking dishwasher was not a priority and that our service day is on Fridays. A little annoyed by that, but fine we won’t complain and follow the process. The serviceman was great, noted that we’d likely need a replacement but he had to see if changing the interior seal would solve problem. Okay cool. On the next scheduled delivery day, they canceled because their repairman had an injury. Okay fine. Note that I may have the chronological order of those two appointments mixed up. During this time the dishwasher stopped working altogether, like wouldn’t turn on. So we called and added that to our ticket.

When we finally get the replacement parts, the repairman discovers upon already being at our house that the seal is damaged. He was able to pull the dishwasher out and notes that whoever installed it (Big Sandy’s), didn’t tighten a wire nut enough and it fried something. He was able to repair that and it did turn on again and was able to run. The next appointment they call and let us know the replacement, replacement seal is also damaged.

During all this time my husband put in countless calls to the store trying to get some resolution. We have followed the process and have been more than cooperative up to this point. No one would call back when they said they would (he spoke to appliance manager, operation manager, etc.). The countless hours that my husband took off work for repairs that didn’t happen, many phone calls and attempts for Big Sandy’s to work with us..we finally got to talk to the GM, Travis today. But that was only after the appliance manager said he’d have him call us back — because we were to receive a replacement today (11.16) but received a text message that our replacement was received damaged! To Big Sandy’s credit, they did call back. But it was a salesperson who said she was calling to schedule our appointment for replacement for Wednesday 11/20 and also would like to offer us $180 refund for our delivery. My husband said, that’s not acceptable at this point and asked to speak to the GM. Upon picking up our call, the GM started the call by stating, “yeah, I heard you didn’t want to be compensated.” This is so unfortunate. We did not asked to be compensated. We have been trying for at least 2 months to just get a working dishwasher. The best they can do for us is to schedule us for Tuesday next week - which means taking off work again because of their issue. I’m incredibly disappointed in the level of customer service we’ve received. I’m terrified of another appliance malfunctioning and having to start this process over again. Needless to say — if you have issues with appliances purchased from this store, you may be in a battle to get what you paid for. It is unfortunate because the in-store experience was pleasant and did make me want to return, but the service side of things has left a bad taste...

Purchasing my appliances from Big Sandy Superstore was the biggest mistake I have ever made in my entire 36 years of life on earth.

I have never had a worse customer service experience. I don’t even know someone who has had an experience that compares to how disasterous my experience with Big Sandy was.

My family purchased a bundled package of appliances. We were having our home remodeled and the kitchen was the final room to be completed. Our contractors had a very tight timeline for when the appliances needed to be delivered. We visited several other stores attempting to purchase the appliances, however, they could not meet our timeline.

I explained this to the Big Sandy salesman. The salesman assured me that the appliances would be delivered within our timeline which was two weeks faster than all competitors. This was a deliberate lie told to secure our business. He mislead us to believe that he could meet our timeline all while knowing that he was incapable.

Once our payment cleared, the salesman stopped returning our calls and messages. The appliances delivered 30 days after our guaranteed delivery date. We repeatedly called the store, managers, corporate representatives, none of which could give any explanation as to when our appliances would be delivered. When the appliances were finally delivered, our contractors had already moved on to another job. We went weeks without a working refridgerator, oven or microwave.

When we finally opened the boxes, we discovered that the wrong appliances were delivered.

Our original promised delivery date was mid-July. I am writing this review, the first review i have ever written, on October 12, 2024. We still do not have a face to our dishwasher.

Throughout all of the misery of this experience, Big Sandy has not offered us a reduction in price, a store credit, or an apology.

If you’re considering spending your money with Big Sandy, take that money- pour lighter fluid all over it and set it a blaze. You will go through far less emotional damage this way.

12/27/24- Google will not allow me to respond to you directly. I am going to provide my response to your response as an update.

Thank you so much for your reply sixty days after I posted my review. It seems as if you take the reviews as seriously as you take your customer service. Thank you for your suggestion to contact the management team. If you actually read paragraph 5 of my original post, you will see that I have contacted your management team, both at the corporate and local level. On several occasions spanning across several months. No one on either level did anything to attempt to cure these issues I was having. They repeatedly told told me that I would hear from another "team" level. Which obviously never occurred. Thank you for considering my feedback to be important. Thank you for being so committed to addressing my concerns. I look forward to your timely solution to...