Big Sandy Superstore — Local services in Greenfield Township

Cancelled my order today. That was the easiest part of the whole thing. Didn’t give me a name of who I spoke to when I canceled just said they would take care of it and let Acima know it’s been cancelled. I called Acima corporate number, who we financed through, just to make sure they were aware that I cancelled as well, CYA for myself because trust has been lost with this store. Ordered couch December 3rd 2023. First off, sales folks are always kind, helpful as most people in sales should be. I want to believe the best intentions were had. BUT my patience has worn thin. Had I known the couch we want and ordered was not going to arrive for 3-4 months or LONGER after I ordered, I would have made a different selection as the need for a couch is imperative, our old couch was falling apart. I expected a wait time, and went in to shop fully prepared to wait a week or two or even 3, a month at the most is within reason. We were told by the sales associate that there isnt an exact date available right now for delivery but looking at computer it could be middle of December. I truly believe this was told to make the sale. On top of that, our invoice gives a delivery date of 12/31/2048, again 2048…..LOL. When we noticed, we went back to ask why is the delivery date set like this? The mid December delivery was double downed on at that time, by 2 different associates. So we took the word for it. Middle of December came and went. WE have to call at the end of December, and delivery date has changed to end of January. Call 10 days into January, just to make sure it’s still on schedule for end of January, now it’s still 4-6 weeks before delivery, I ask why. “It’s coming from overseas you’ll be the first call when the shipment comes in.” Call again around the 20th of Jan., response given “oh I don’t know who told you 4-6 weeks! I’m still seeing end of January delivery.” So again, we take the word for it. It’s January 30th and still no call to set up delivery, and I have never received a call for delivery updates on delays or changes, I’ve always had to call and ask wth is going on, and get a plethora of different answers. I can be ok with this if I was told up front and agreed to an extensive wait time. However I was given FALSE hope of a much sooner delivery date, and I have since found a better option and refuse to continue to wait for who knows how much longer it would’ve been. I’m patient but not that patient, and I’m also not a fool and I know I’m just being strung along and being told what sounds good each time we have called for an update. The 2048 delivery date is a CYA for them and their “word” and possible delivery dates are meaningless. It’s left a bad taste and I actually feel relieved to cancel this order, and feel we got a great deal elsewhere and spared a bigger headache dealing with this store. I just wish everyone would’ve been honest from the beginning so we could’ve accommodated our life and home accordingly, and not just said what sounded good to make the sale. Look on Value City’s website, they tell you the wait time for their furniture online. If it’s a 3 month wait, you know before you even add it to your cart. Transparency and honesty go a long way. They got my business for that simple convenience right there. Big Sandy can and...

Above & Beyond! It is rare I am pleased enough to review, let alone to leave 5 stars. What an awesome location & team with fantastic inventory! My in-laws recently made a few purchases at the Lancaster location, Shawn was their sales person from start to finish. He provided them a fantastic experience with very personalized attention. Initially they purchased a new sofa & recliner as well as a queen size bed & adjustable frame. After receiving the deliveries it came to their attention that the sofa & recliner were not at all going to work for their lifestyle. They quickly realized amongst other things that they needed to upgrade back to leather. The items size/color/fit did not work as well at home as they seemed in the store which can easily happen when buying furniture. Upon finding out that they were unhappy with the purchase I wanted them to be very happy with what they had spent their money on or to not have it at all. I called customer service to see what could be done expecting to be met with difficulties. That was far from the case. I was quickly put in contact with the Store Manager, Jeremy who is a very nice guy & a great business person very keen on making sure all of his customers are happy with the purchases they make. I explained to him the situation. They did not want to keep what they had (it was not even being used) & they wanted to keep their business with Big Sandy Superstore. Through talking with Jeremy about specifics he went above & beyond with corporate to make sure that my in-laws were able to return/exchange the sofa & recliner while choosing a new set that was more to their needs & taste. They upgraded to a wonderful leather set with Shawn’s help in the showroom & paid the difference on a Friday. By Wednesday afternoon the delivery drivers were at their house delivering the new items & taking away the initial purchase without any hassle. The products are comfortable, durable, & look awesome… but more importantly my in-laws are not only extremely pleased with the purchase they feel very grateful for the special care & attention given to them considering the unconventional circumstances. Jeremy kept contact with me through the entire process, even doing his best to make sure the 3rd party delivery company understood they preferred an afternoon delivery which is what they got. His team, Shawn in particular, were fully apprised of the situation prior to their arrival to choose the replacement items so there was no awkwardness or confusion. Not only does this location have a great selection, Jeremy’s team has demonstrated that they can & will go above & beyond for customer satisfaction. They absolutely have our continued future business & I will certainly continue to recommend them to others. Our circumstance were out of the norm. This review should not indicate to anyone that policies & procedures will or can be changed for them it’s only meant to speak to how these mitigating circumstances were so...

I hate to do this changing because we were so excited about getting our new couch it was perfect… until it wasn’t… we have had nothing but trouble! You’d think paying 6,000 for something it would work and be extremely comfortable! Noooo it wasn’t. Was deliver and set up in such a hurry they didn’t put it together correctly! Had trouble with the Surround Sound system the day it was dropped off. It hasn’t worked correctly since then. We waited forever for the service team to reach out they never did we had to call back in about it after weeks of waiting. The store was shocked they still hadn’t reach out! Finally after getting annoyed we were offered a $50 big sandy a gift card to keep us happy. The time rolls around for the tech. The tech comes says it’s this part and that part I’ll order them. Cool… we waited weeks for them to come in. Get the box we call the service dept say hey our stuff’s here. They ask how many boxes we received just 1… no you need another box once it comes call us and we will schedule you then.. weeks go by another box never comes. At this point we are so annoyed we don’t even want the couch anymore. $6,000 is a lot of money to have something delivered that doesn’t even work! We call again where is our other box? We don’t know but if it isn’t there in two days contact us and we will refund you.. they had ordered a new one because the original one never showed. In two days the box shows up. We schedule the tech. Comes replaced the parts it does not fix our surround sound system in our new couch. At this point we don’t even want the couch it makes us SICK we spent that kinda of money thinking we were getting something of good quality and it’s been nothing but a headache! My 5 stars stand for David he was amazing but I heard he no longer works there! My 1 star of for big sandy and the crap they sell! Don’t do it!… it’s a trap! I wish we would’ve went back to the little mom and pop stores instead of this place where it’s not quality furniture.

Go see David! He was so patient and kind! When I tell you patient I mean it! I bet we were there for 4 or more hours! Bickering back and forth over what we wanted, he hung in there for us and didnt give up until we both were happy! I bet he had his steps in for the week by the time we lefty poor guy. Without one complaint, he helped us find the perfect sectional! Our first experience at big Sandy wasn’t the best, but this time we were greeted almost immediately by David and we are so happy with the service! Thank you for sticking with us and helping us get new furniture before Christmas! We...