Big Sandy Superstore — Local services in Teays Valley

REVIEW UPDATE: The good: I was contacted by the GM who was friendly and helpful and offered to make it right by allowing me to pick out a new fridge towards which I could apply the cost of my fridge and the warranty would begin anew. He clarified that I was eligible for food loss and I did receive a check in the mail promptly after filing. He also clarified that my Samsung warranty was still valid (I've not confirmed with Samsung who told me otherwise). I picked out a new fridge that was delivered 2 weeks later and the delivery was smooth. The not great: I will say that I don't believe the employees are well versed in the store policies as I wasn't told that I could apply any unused warranty towards only 50% of a future purchase and was also told that I wasn't eligible for a food loss claim and to try to call Samsung without any guarantee. I also was led to believe that the refrigerators in the rear of the store were simply discounted because they had been dinged but that's not the case. They are used and often damaged on the inside and not advertised as such. They are basically As-Is and you get to find out all of the things wrong with the fridge long after purchase. My replacement fridge is broken on the inside (which the manager offered to replace) and was originally missing a part that I caught upon purchase but a part was pulled from another which means someone else is going to be missing that part (unless they catch it also). It was also heavily used and took me 2 hours to clean and has a good amount of the white labeling rubbed off on the glass. Overall, it gives the appearance that you'd expect a fridge to have after being used for roughly a year. You can get better and cleaner, not broken, refrigerators on Facebook and elsewhere for 1/3 of the cost with honest expectations. I don't expect this quality from a store.

Overall, I would not recommend Big Sandy nor will I be a returning customer due to, what I feel, is dishonest practice and not worth the money. If you get one of their used refrigerators, you need to get the warranty because it'll have problems so, you might as well just buy a new, UNUSED, undented fridge from last year or something that costs the same without the hassle. 😭😭 what a horrible experience. Someone stole $500 from me on a broken Facebook fridge and, distraught, I went to Big Sandy and bought a brand new fridge. I was told about the warranty and that I could use that to purchase something in the future if I didn't end up using it. I wasn't told that it would only apply to 50% of the price. Literally not even a month into having it, the freezer completely stopped freezing and I lost all of my food. There was water all over my floor and it hasn't worked since. I asked Big Sandy about compensation for my lost food and they simply gave me a number to Samsung and Samsung denied it because Big Sandy worked the repair on the fridge! I had to miss 2 days of work because they schedule repairs between such large time frames (for example 8am-2pm) and you don't find out until the day prior. My fridge wasn't "repaired" until almost a month later and it's been 8 days since then and I just woke up to my freezer not working again and all of my food wasted yet again 😭. And on top of all of that, I've "used" my warranty so I'm out that money even though I don't have a working fridge and Samsung won't do anything because Big Sandy's voided my warranty. I'm so sick of being taken advantage of. I absolutely feel like I was sold the warranty because they knew the freezer didn't work from day 1 and so I paid for them to fix something they sold me that was broken. I called and it'll be another 2 weeks for someone just to "come look at it" and I have to take another day off from work. I get that things happen with appliances but this is brand new. They should have swapped me with a new one and then filed the claim with Samsung themselves because Samsung would have compensated them for a brand new defunct fridge. But instead, all the suffering falls on me and now Samsung has no...

(Short version TEST AND LOOK AT EVERY PIECE OF FURNITURE BEFORE THE DELIVERY PEOPLE LEAVE. DO NOT CARE IF THEY ARE IN A RUSH THIS WILL SAVE YOU FROM CALLING RUDE MANAGERS WHO DO NOT WANT TO HELP AFTER THEY HAVE YOUR $) A star for those who did a great job- The mattress guy *Jim is an honest man with great customer services. The *furniture repair guy is great, the Store manager *Roger is a man of his word. However, the furniture manager "SHE" is rude. After my $4,500+ furniture was delivered to my home and I notice that very night that there was a problem with one of the sectional pieces she refused to make it right. The Funiture Manager stated "Big Sandy does not have a return policy and there was nothing she could do because I did not send it back on the truck that same day it was delivered. Even after I informed her it stated on the website its a 3 days returned police with no restocking fee she refused saying that was not correct. The sectional was making a leather rubbing sound when it reclined and there was a wrip run in the leather. I had to call the corporate office and was finally directed to the store manager Roger who attempted to make it right. Furniture was delivered Dec.4, 2019 and today after repair guy came out to fix the piece on Tuesday March 5, 2019 (YES 3 MONTHS LATER) the same sectional piece motor went out on the recliner right when the repair guy was doing his final test on the chair. (NO the motor was not the initial issue) Since the delivery of furniture we did not utilize that particular piece of furniture so it was quite funny that after complaints that we did not believe that particular piece was new since it was they only one delivered not in the box or plastic like all the rest. So glade it happen in front of the repair guy because its sad to only think what I would have had to endure trying to explain that. Hopefully I will have my $740 recliner piece for my sectional since they already have their money. (new matching leather recliner piece to complete...

This has been absolutely the WORST FURNITURE (BEDDING) EXPERIENCE. I'm ready to call the BBB and a lawyer purchased the I power adjustable bed S855 only to get a defective bed bout the extra insurance coverage only to have bed breakdown within less then a month motor and weld broke. Have continuesly dealt with big sandy and there service department for the last 6 months and still have not gotten it right. They sent out 6-7 service calls first the guy said it was the motor has to wait 2 months or more to get it then it finally comes in and I'm told it's wrong motor. Sent a second service only to be told that too was wrong motor. Sent a 3rd service only to find out it was actually the weld broken on the bed whole time which I had first thought and stressed my concern. This was a Huge purchase spent over $4000.00 dollars with this department/store only to keep getting put off held up taken off several days of work to be home for delivery. Today was supposed to be final delivery as they agreed they needed to replace the ipower adjustable bed base with a new one took off another day of work delivery guys came and WHAT DO YOU KNOW THEY SENT THE WRONG BASE A $200-300 BASE NOT THE ORGINAL $1800-$2000 BASE. IM SO PISSED OFF AND VERY DISSATISFIED AFTER YEARS OF DEALING WITH BIG SANDY AS A LOYAL CUSTOMER MAKING REFERRALS TO THEM I DOUBT I WILL EVER BE DOING BUSINESS WITH THEM. As of this moment I'm waiting to hear from a store mgr was supposed to be within 10 mins and it's already been 30 so idk who or why all the run around but not the way to do business very very UNPROFESSIONAL. LETS SEE HOW MUCH LONGER THIS WILL TAKE AND I SURE HAVENT BERN OFFERED ANY STORE CREDIT FOR THE INCONVENIENCE BARLEY GOT AN APOLOGY because unfortunately the left hand has no clue what the right one is doing. DO BETTER BIG SANDY ILL BE SENDING OUT EMAILS TO THE CORPORATE OFFICE THIS IS TOTALLY UNACCEPTABLE A WASTE OF TIME MONEY AND ENERGY!! SO FAR THANKS...