Big's Furniture — Local services in Las Vegas

Revised and edited 8/24/19 In sales and customer service, Jennifer and Belinda were fantastic. Then:

Delivery 1 - The crew gouged a one by four inch chunk out of one of our doorways, and two pieces of the bedroom set were damaged. Two living room pieces that we ordered were not on the truck. Big’s requested we email them pictures. We were told that one of the living room pieces would take a month to receive from the manufacturer, and the other was discontinued. Jennifer called us the next day, ordering replacements for our damaged bedroom pieces and arranged delivery of the living room pieces in a week). Jennifer was the best.

Delivery 2 - Living Rm pieces - they moved them in and asked to see the damaged ones. He told me I had to agree and sign that it was the last replacement they would do. We had paid for a five year replacement warranty, so I declined to sign and called Jennifer, who was with a customer. The drivers left, Jennifer called and explained that it was the last exchange the store would do, but the factory warranty was still in place. Okay, a misunderstanding, but the driver was unclear.

Delivery 3 – On a workday. The delivery window was 1 to 6. We requested to be the last delivery, as I am not off of work until 2. The delivery driver called at 12:45, saying he was at our house, and that he was only allowed to wait 15 minutes. I raced home, arriving right at 1pm. No truck. I called the driver. He didn’t answer, and I left a rather terse message when he did not pick up. If the window opened at 1, they should have waited at my house until 1:15. I called the store, reminding them that the driver had arrived BEFORE the delivery window, and left when they should have arrived. When she called me back, she apologized again and said that the driver was "instructed to leave by another department" and they would return within 45 minutes. What department other than delivery would tell delivery drivers what to do? When they arrived again, I inspected the furniture – the legs of one piece were chipped, and there were gouges on the front edge of the other. They tried to say "it's rustic." I said "It's damaged - take it back." I get the feeling it's going to be a struggle to get this resolved. Will update.

8/24 - A week or so went by with us leaving messages at the store and getting no response. We sent an email to the consumer reporter at Channel 13 and cc’d Big’s. “Myra,” who is allegedly Big’s new store manager, emailed saying she was apprised of the situation and wanted to make it right. She said that she had called me and left a message for me. She had not. My girlfriend stopped by the store the next day to speak with Myra, who was not in the store, and spoke with Belinda. Jennifer, the former manager who gave us great customer service, had been fired. Of course. When my girlfriend got home, she sent an email to Myra, saying that she’d be happy with the floor models that she had seen and verified were in good condition. We did not hear back. A week later (yesterday) I received a call from a delivery driver, saying he had floor models from the store. I raced home from work again. My girlfriend called “Myra” who said that she had called and talked to me, setting up the delivery (not true). The furniture is ok, however my girlfriend doesn’t think that they are the same pieces from the floor that she saw. We just want to be done with dealing with these people. Still wondering if they’re going to fix the doorway damage. But I’d like to challenge “Myra” to a bet: I’d like her to go through her store's phone records to prove that she called me twice. I’ll bring my cell phone records. If she can prove she called my number and left a message for me and spoke with me on a second call, I’ll pay Big’s another $4000.00, If she didn’t, we get our furniture for free and Big’s owes us an additional $4k, Someone is playing a game of CYA, and it’s not me. We’re just sick of the BS.

Stay the hell away from this store. If you insist, talk with Belinda then pick up your furniture yourself. It's just...

If I could put 0 stars I would have. Absolute worst customer service possible. We bought a sofa and love seat here. When we got it the seller told us we had a 1 year warranty incase the frame or something inside broke.he specifically said "no questions asked". A bit less than a year goes by and the couches start falling apart. The frame is breaking left and right on both of them. When we asked them to pick it up to fix it we were told it would cost 60 dollars for the delivery fee each. At that moment I forgot I was supposed to have free delivery for a year as well. So after they took the love seat, which I asked them to only take that cause I didn't have 120 dollars to repair both, I called and starting questioning what the 60 dollars was for. One person told me delivery fee and I argued that cause we were supposed to have free delivery. Another girl told me it was for maintenance and I argued that that's what the warranty was for. She said the manufacture examined the furniture in the pictures we sent and determined that the couch had been dropped from a high location. We live in a 1 story condo. The only time that couch has ever been lifted is when they dropped it off to us in the first place. Then they told us that it looked like someone sat on the top. No, literally every break the frame has is from someone sitting normally. I also don't know how they would determine how the frame was broken from pictures. Anyways, after I argued the 60 dollar charge they agreed to reimburse me. It has been at least 3 months. When I call to ask about it they say they don't know who agreed to that, they don't have a note of that for our account. Now aside from all of that it took them 2 weeks to pick the couch up. And I took them 2 months to deliver it back to us. The first and second time they were supposed to bring it back the no call no showed. The third time they rescheduled with us after they were late already. Then when they finally brought it back they we're late. When I received it, they fixed it back worse then we sent it. Wood is sticking out from the middle of the back cushion. As well as staples. The couch is lop sided. They didn't sew it back together so an area has cotton visible.they didn't staple the bottom correctly. Literally within a week of having it back a 110 pound boy sat on it and the whole frame cracked in the middle. The couch is not usable now. Also I was told they were going to send it to the manufacture for it to be fixed. Then after I received it and asked who fixed it, they told me they fixed it in the bigs warehouse. We never authorized that. The last thing I heard was they would call me back after they spoke with the owner. Owner says to tell me they can't do anything. Now I can not find the bigs I went to on Google anymore. Number doesn't work. Hopefully they went out of business. Yet I have to take all the losses. You guys are the suckiest of...

It started on 2/10 i went in to purchase a sofa and the lady who helped me out (Tracy) was nice at first but by the end she saw some other ladies walk in and she rudly rushed helping me she kept looking at them while i asked her questions and she would respond quick and short trying to get me to make the purchase and leave. She put in the information of the couch in her computer that i wanted since they didn’t have it in store, she took my card and gave me my receipt she told me it would be 2 weeks or less. on 2/26 i called because i hadn’t received my couch or heard anything and they said only half the couch arrived? and they’re still waiting on the rest and that they’ll call me to schedule delivery once they have everything. On 3/2 I Disputed the purchase with my bank that i hadn’t received my couch and I called again inquiring on my purchase and they said they finally have it they just hadn’t gone around to calling me..They scheduled me for delivery for 3/5. At this point i’m really upset that it’s taken almost a month to receive my couch. on 3/5 they deliver the couch and it’s BLUE. I had ordered a charcoal gray couch so i call them immediately and they said no the order was put in for that couch. And i tell them no the one i wanted was charcoal gray and i had seen on display(except in light gray) and the lady said they’ll have the manager call me. Two days passed and nothing, so i call again asking for answers and the lady tells me again that the manager will have to call me because she’s in charge of that. No call until 3/9 i get a call from a manager from a different location asking why i disputed the transaction when i got my couch. I told her that at the moment i did i hadn’t received it but that im continuing with the dispute because i received the wrong couch. she asks for which one i wanted and i sent her the pic and she proceeds to tell me that if i wanted that one that their associate had ordered the wrong style and color but to send her a pic of the one i received and that they would fix it, i did and i never got a response back. I texted her on 3/13 following up on the situation and she said “ unfortunately until your credit card dispute is resolved. There is no moving forward once that’s taken care of. We can go to the next step.” and until today 3/29 I have gotten nothing resolved. I definitely do not recommend purchasing anything from these people. Yes their furniture is cheaper than most furniture stores but their customer service/communication is trash and the material of their furniture...