Big Sandy Superstore — Local services in Heath

Update: 2/28/24 bed was delivered as per agreement today - we will see how it holds up but really appreciate your follow thru and CS Syndi. Delivery was good and as agreed and on time! (door left wide open and dog got out even though they told me it would be closed - and not to worry). Driver Ian was polite and pleasant. Would have been 5 but wasn’t taken care of properly until poor review but mngr was not aware of situation I don’t think, but we were called back as we were told. TY

Update: As of later afternoon Syndi (mngr) called. Very polite. Offered solution. We agreed if could be here by end of month and would update this same day after receiving new agreement in writing- so here it is. Syndi followed thru and was kind and communicative. We will see if bed is delivered next week and the one not acceptable hauled away as agreed no charge since pd previously. According to receipts money refunded /same due. Should be even and nothing due - we believe she will follow thru correctly though. More to update after delivery/set-up. Ty much so far Syndi. Communication and kindness key

Initially: Bed never filled out correctly -waited longer than told. Were told 101 day warranty. Told them at day 1 abt above and then texted after receiving numerous texts abt how it go. I replied not good but will wait few more then NO REPLIES. Went in at 2 weeks and 3 days post delivery and NOW told can’t return it for 30 days. (so not really 101 day warranty from date of delivery as told repeatedly) 30 days wait period NEVER mentioned but on going in today (he had customers felt shooed out the door to prevent others hearing abt troubles and doublespeak) we were assured that he would take care of everything, I said we didn’t want to pay anymore since things weren’t rt and that the bed was on sale that we were going to replace the unacceptable one with since they couldn’t refund us. He assured us several times that it would be taken care of, and that he would get a hold of us today that we left with him. Five hrs later recd text this time sounding nothing like while we were in the store. I will update this with further information as it becomes available. As of rn NOT happy and will contact proper channels if not remedied. Over $1750 purchase not...

Our experience shopping at Big sandy was great....at first. The first time we ever walked through the doors we were automatically greeted, had a great time picking out the furniture and learning about all the great deals that were going to save us money in the end. The sales lady told us to come back anytime and that she would be there the next day until they closed. the next day due to our schedules and time availability we weren't able to get there until about an hour and a half before they closed. We found the sales lady we were working with and negotiated everything we wanted(couch, bed set and recliner) into the deal. Or so we thought. She ended up having to leave in a hurry so we were passed on to another gentlemen who was the one that closed the deal. we payed and we left. It took and extra 3-4 to have everything delivered. But the recliner never showed up. Called the store they said it wasn't on the invoice and was never paid for. After trying to get in touch with our sales lady multiple times and getting no response, a review was made. not a good one. but rightfully so. we never heard from anyone from this company about the issues of the recliner and the issues we had with the couch and a pillow. After the countless of times we tried to contact any one at Big Sandy we made a trip to the store to figure it all out. When we started talking to our sales lady she had an immediate attitude with us about the review. While talking about the situation she made it out to be our fault for the recliner not being ordered. never once did she take accountability and own up to the simple mistake that was made. She was going to find another sales person to deal with us but after not being able to she walked back and her attitude switched and was suddenly happy to resolve our issues. we are very thankful for her resolving the issues. She had mentioned that the reason she didn't reach out was because the corporate office advised her not to. But you would think that the corporate office would try to reach out to see why that review was made.. overall the company as a whole seems unorganized and just not at all the best with customer service... I would advise taking your money elsewhere so you don't have to deal the the many head...

Edit: It's crazy how much one person can change your opinion of a company. After my earlier review of the issues experienced with recent purchases we were contacted by Brandon S. The new(relatively new) GM of Big Sandy's Heath, who has conducted himself with professionalism and has bent over backwards to help resolve issues. Within 2 weeks, we've found and fixed the issue with our bed, and are continuing to work together to resolve the issues with the couch situation. This is a level of customer service and concern We haven't seen in over a decade and I applaud his willingness and tenacity. Very efficient and helpful!

A quick rundown of the issues and experience: Ashley brand furniture.... This will be the last time that we'll purchase anything under that brand. 2 couches and a bed in the past 3 years... all went downhill very quickly. the most current purchase a 1800 dollar couch, sagging and sad in less than a years time. (this is on the Manufacturer). Bed frame support rails snapped 2x in 2 years... its been bad all around. I highly reccomend perspective buyers to do your research on the manufacturers before purchasing...

The MFRs response to these issues: It's normal wear and tear and will continue to happen.

This was unnacceptable, and we didn't even need to respond to that claim as Brandon did it for us. His solution to the bedframe was to replace the existing support system with a more durable, floating support system which we got in today... absolutely love it!!!!

The couch is the same story, different verse with the same response from Ashley....

Solutions from Big Sandy: Partial refund on the couch to be put towards repairs ourself, very viable option, or full credit towards a new, higher standard sectional/couch... which I understand is a retention approach and appreciate as such, and we will be stopping in over the weekend to look at these options before deciding which way to go.... But we have options, that's huge by today's standards, in a world where customer service is all but forgotten past the moment a sale is made. We appreciate this more...