Big Sandy Superstore — Local services in Columbus

Review: Big Sandy – Terrible Customer Service and Broken Promises at Polaris Parkway, Columbus, Ohio

I purchased several appliances for my new home from Big Sandy at the Polaris Parkway location in Columbus, Ohio, attracted by their Costco price-match policy and the promise to store appliances until I was ready for installation. However, my experience has been an absolute disaster from start to finish.

They also assured me they would match any price drop with other vendors for up to 30 days after installation. However, my experience turned into a series of disappointments.

After the salesperson who helped me left the company, my account was handed over to a new representative who was unresponsive and refused to honor the price-match commitments made by the previous employee. He claimed that the arrangement was between me and the old salesperson, and Big Sandy wasn’t involved—completely disregarding the company’s accountability.

After multiple store visits, I finally managed to schedule the installation—a process that was far more stressful than it should have been. Things got worse when the installers attempted to deliver a broken refrigerator, a damaged cooktop, and a store-display wall oven without informing me beforehand. When I contacted the salesperson, Aaron Hollister, about these issues, he justified it by saying these items were part of a price-match deal, implying that defective or display items were somehow acceptable.

The cooktop, in particular, had both functional and scratch issues. When I raised these concerns, Aaron dismissively told me they would only address functional issues and ignored the scratch/ color mismatch. If I wanted a replacement due to the scratch issue, I would have to pay uninstallation and reinstallation fees for the broken cooktop, plus an additional installation fee for the new one. To make matters worse, the replacement would take two months, leaving me without a working cooktop in the meantime.

I tried escalating the matter to the manager, James Buck, via email, but despite multiple follow-ups, I received no response. This lack of accountability and communication from both the salesperson and the management is completely unacceptable.

Big Sandy at Polaris Parkway has failed me at every step: from broken promises and defective products to poor customer service and disregard for my concerns. I deeply regret choosing Big Sandy for my appliances and strongly recommend that others avoid this location at all...

We a family of 3 recently in June bought some furniture from Big Sandy's of which an office desk was one item.We were assured by both salespersons on different days that the office desk will be delivered and assembled in full at our premises.Yet when the delivery men delivered the furniture,he did not assemble the office desk and said that they never assemble these desks. When my son called Big Sandy's,they feigned that their salesperson Lamont was a new employee and did not know that Big Sandy's did not assemble office desks.However the 1st salesperson Melissa (who was helping us on the 1st day)also confirmed that the office desk will be delivered and assembled in full at our premises.They offered a $50 rebate.When my son called them back and said that he needed the office desk to be assembled,They said that he could drop the office desk,at their store and they will assemble the office desk after which he could pick up same from the store.When he said that the office desk(when fully assembled) will not fit in his small car,they said that he has to pay delivery charges, if they have to drop the office desk to our place .Please note that this statement was being made after they had confirmed assembling the office desk at our premises.When we checked the measurements of the assembled office desk, it could not have fitted through the doorway. In the end,Ieft with no choice,my son had to fix this office desk on his own and which took him 11hrs to assemble,as none of us in the family are professionals and did not know how to assemble same. IF BIG SANDY'S HAD TOLD US FROM THE VERY START THAT THEY WERE NOT GOING TO ASSEMBLE THE OFFICE DESK,WE WOULD HAVE NEVER BOUGHT IT FROM THEM.YET THEY PURPOSELY LIED TO US,TO GET US TO BUY IT AND THEN OFFERED $50 TO DIFFUSE THEIR TOTALLY UNETHICAL BUSINESS PRACTICE WITH US. THIS UNETHICAL BEHAVIOUR BY BIG SANDY'S WAS/IS TOTALLY UNACCEPTABLE AND INEXCUSABLE,AND DEFINITELY HAS DISCOURAGED US COMPLETELY FROM EVER DEALING WITH...

4/10/2021 Update: I called the Big Sandy in Dublin and their drivers delivered the couch with ease. It was certainly the drivers at this store that caused me to have to look elsewhere and I almost bought from Ashley instead but wanted to give it a last shot for this couch in particular. I updated my review from 2 stars to 4 though because I still love the product and working with Big Sandy as a whole.

My original review from March 2021: My experience started off with a good first impression walking in. They have a nice selection and everyone was friendly. Dakota was our sales associate and he was wonderful and informative. We found the sectional we wanted relatively easy since we looked online. They said delivery was delayed and we accepted that waiting period but our couch was delivered a bit sooner than they anticipated so that was exciting.

The issue is that when the couch was delivered we were 9th in line that day for delivery and I got the impression that the movers were not in a good mood to be delivering the furniture by then and pretty quickly told me it won't fit. They showed me one angle that would not fit and it seemed to be the most obvious that it was not going to fit just to get me to accept it. After the fact my neighbor in the same building told me they saw the movers and were surprised that it didn't fit because it looked similar to their size couch they bought at Ashley. They let me measure their couch and it was literally the same dimensions as the one I ordered that supposedly won't fit. She said her movers had little issue getting it in and thought they probably didn't put much effort in.

If I had the product I'd be giving a 5 star review but at this point I had to get a refund and it was really frustrating to learn my neighbor has the same dimensions for their couch when mine was sent back. The movers caused my business to have to...