Big Sandy Superstore (Corporate Office) — Local services in Portsmouth

My husband and I had been looking into upgrading several items in our home (couches, bedroom set plus mattress) and decided to see what Big Sandy had to offer. We found bedroom and living room sets that we loved, and compromised on a new King sized mattress with power base. Paid for warranties on all of the electronic components (the couch we ordered had power reclining), accepted the mattress cover that the saleswoman Mary Ellen insisted we have- we aren't hard customers to work with. Our purchase was finalized on Oct 31st, and delivery of our couch and loveseat was made a week later on Nov 7th; our bedroom furniture was to be scheduled later once all of the pieces for it were in stock (supposedly by Nov 10th). Called the Dublin, OH store on the 10th to check the status and spoke with Mary Ellen. She said she would have to check on the items and would call me back on Monday the 13th. Monday came and went...finally became frustrated enough to call back a week after our initial call on Friday the 17th and spoke to our other salesperson, Nathan. I explained that we just wanted to know if all the pieces for our bedroom set were in and, if so, schedule delivery. He said no problem and we were scheduled for the following Saturday the 25th. Come delivery day, the deliverymen arrive promptly and get everything assembled in our bedroom; the furniture is beautiful, mattress is amazingly comfortable, no complaints there. We go to sign off on the delivery and the deliveryman mentions that our receipt shows that we bought a power base to go with our storage unit bed frame (it has drawer storage underneath). He tells us that not only does he not have the power base on his truck, but that his superiors just had a meeting about pairing storage beds with power bases and how they aren't always compatible; supposedly Big Sandy's employees were also a part of this meeting. We called the Dublin, OH store again and my husband spoke with Mary Ellen about our concerns: 1.) that we were not made aware that our bed frame may not be compatible with the power base, and 2.) that we were under the impression that the base was to be delivered with our remaining furniture. Her response was an off-the-cuff remark about how the delivery drivers are not salespeople and have no idea what they are talking about, and that she would look into the issue with our power base delivery and call us back the following Monday (Nov 27th). On Dec 12th, two full weeks after we were told we would be contacted, my husband and I agreed that we no longer cared to have the power base for our bed (it is comfortable as it is) and I called and asked that it be removed from our order by a gentleman named Toby. We were hoping that he, if anyone, would actually follow up as he said he would and send email confirmation that the power base was cancelled and the charge removed from our credit card. I am writing this review on Dec.19th, having had to call the store again today to inquire about the updated receipt. I spoke with a young lady named Tiffany (who mentioned she has only worked there for 3 weeks), and while very kind did not seem to know how to even check to see if the power bases + their warranties had been removed from our order, let alone if we had been refunded the several hundred dollars difference in what we have paid. I don't have a lot of faith that I will receive that email, and am beyond frustrated that I will likely have to physically walk into the store to get someone's help.

Long story short: we love our new furniture and are happy with it, but the impression we have walked away with is that, once they have your money, the salespeople at Big Sandy don't care in the slightest about following up on any issues. Very disappointing as we like their products, but will need to look elsewhere for future...

We bought new appliances from Big Sandy during their President’s Day sale. We were very excited to get our purchase, however a few days later they contacted us to say they couldn’t get the refrigerator we purchased. They offered to give us the floor model and take off $300. While we were disappointed, we went to the store to look at the front of the fridge and agreed it looked in good shape with no damage, so we agreed. Our appliances arrived a couple of weeks later and the delivery process was a disaster. They took out our previous stove and busted the glass door of it in the driveway. Scratched the door of the new one bringing it in, dented the back of it installing it and then after all that told me they couldn’t hook it up because there wasn’t a 110 plug behind the stove. The electric issue wasn’t a problem. That wasn’t Big Sandy’s fault, however they should’ve left the old one in place if it wasn’t able to be installed. Again, the other one was destroyed at that point, so that was no longer a possibility. The man who was the “lead,” the driver, stayed outside on his phone and refused to bring in the refrigerator despite me taking every door off of my house for them to get it in. He took a picture of the back door for his records to say it couldn’t come through the door, but the door they could’ve gotten it through was the front door and there was enough room for them to get it through there. They packed up and left stating, “it’s already on the truck. You’ll have to reschedule.” Well guy, it never came off the truck in the first place. We contacted big sandy to reschedule drop off and sent the pictures of the scratches stove. We got no response about the stove so we went into the store. The delivery manager was apologetic and stated the drivers are not employed by big sandy. She gave us $100 gift certificate to big sandy which was a slap in the face since there is nothing you can buy for $100 at big sandy’s. She also said she would do what she could to make sure we got a different team to bring the refrigerator back. The day the fridge arrived, it was the same team and when they opened the truck, we noticed two dents on the front of the fridge. They tried not to bring it into the house again and I immediately contacted the delivery manager who stated they would replace the panels on the fridge and to go ahead and bring it in. They installed the fridge and my husband noticed scratches on the other two panels of the doors. He contacted Big Sandy who stated they would come back to replace the oven door, repair the dent on the stove, and replace the four panels in the fridge. When THE SAME TEAM returned to our house for the third time, they said they didn’t have any repairs scheduled for the oven/stove at all and they only replaced one panel on the fridge, leaving plastic around the edge all the way around it. If it weren’t for the fact that they destroyed our other oven and took our other dishwasher already, I would’ve returned the entire purchase. The whole experience has been a nightmare and I still have damaged property. I will never return to big sandy for any future purchases. It’s disappointing too because the reason we were so excited to buy from them was because the store is employee owned. I do have $100 gift card for sale though if anyone wants to...

If I could give a -10 I would. We bought $10000 worth of appliances that; 1 was delivered by a non-installation crew 2 once an installation crew arrived could not finish because the conversion kit to change the natural gas dryer to propane did not come with the delivery 3 our sales rep Craig Orr is more difficult to find than Jimmy Hoffa 4 after contacting anther person was told the conversion kit would be next day air mailed to us. That was a week ago today. My laundry is as tall as Mt Everest. This place was recommended by our home builder. It's getting cold and I can't wash my comforter or my mom's because I have no way to dry them. 5 our gas stove has a faulty knob that sticks so our grandbabies can turn the knob with ease 6 that same knob starts releasing gas before it gets to the ignite position. My level of anger is through the roof. My patience is gone. I am about to have these people get their appliances and refund my money. The only reason that hasn't happened is all of the above. If this doesn't get resolved by tomorrow, God as my witness, I will be in that store raising hell on a level not even Hollywood can imagine. Edit 1 - We finally had a service crew come and convert our dryer to propane. They never bothered with the stove issues. So after using the dryer I felt it wasn't working properly. I had to run each load 3 times before they were dry. When I pulled the loads they were cold. My husband finally put a wet wash cloth in the dryer for 10 minutes and it came out wet and cold. We called again and my husband took another day off work for a repair person to fix the dryer. The guy came at the end of the day and couldn't fix it. Why? The crew that came to convert it burnt a component and that the current fellow would have to order. This time we stopped by the store. Our Kitchens Inspired rep Saud we could exchange the dryer for an electric dryer and it would be delivered Saturday. Today is Saturday and guess what we have. A broken gas dryer. Big Sandy will call the day before to give you a delivery window. No call on Friday. We call to find out what is going on with the dryer. This fellow can't even see that a delivery has been set. He says he will call us back. Nope, didn't happen. Pretty certain all the employees of Big Sandy prefer one night stands. They woo you with their fancy talk, take what they want (your money) and never call you back. My husband calls again. Whoever he is talking to is now telling him he is being rude! Really?! This dryer was delivered at the end of September, it is now November 16th and we still can't use this dryer. Exactly how would this dude react to such a run around as this place has given us? My husband says I can no longer deal with you I need the store manager. It took another 5 minutes of commentary from this fellow before he fully understood he had nothing to offer my husband. The manager says he will get a working dryer to our home after we get home from work and is going to give us a number where we can get compensation of some sort for all the time my husband has taken off work to end up with a non-working dryer. What has Kitchens Inspired inspired in me? To shop elsewhere. I will update on the...