Big Sandy Superstore

A few months ago we had ordered a refrigerator. Everything was going well up until the delivery date.

I waited all day I was at the end of the line for delivery. I recieved a call at almost 7 pm from the delivery driver. He was calling to let me know that my fridge couldn't be delivered because it didn't have a power cord. He explained that it was a manufacturing issue with that type of fridge.

They told us they would order another one and it took them two weeks to let us know they couldn't even get it in at all and asked if we wanted a different fridge. We canceled our order we were very upset. My issue now is I decided I wanted a new couch. I looked on many websites and couldn't find anything I liked until I looked on big sandy.

I was very hesitant to order from them again but against all judgement I decided to order. I thought surley something like that wouldn't happen to me again. A day later I recieved a text that one piece of the sectional I ordered wasn't in stock. They said it would take 2 weeks to get it.

I guess im going to wait and see if I ever get a couch because I wanted it.

But I know one thing for sure I will never order from big sandy ever again. Such a horrible experience.

Last Tuesday, the 9th, we received a beautiful bedroom set. We paid for delivery and installation.

Well it's been a week and my mirror is still not installed. In fact it was left in front of the dresser. The delivery person never conveyed to others this situation. My husband had to move the mirror so I could use the dresser.

It been a week and my mirror sits behind my dresser until some department can figure out what they are doing. Now we wait. I am extremely dissatisfied at this situation. Nothing seems to be done.

And we have to wait for a date for installation. We work during the week and it's hard to expect when to get time off at a drop of a hat. I waited a lifetime for a beautiful brand new bedroom set.

And now I have tears of frustration. Not a happy customer at all.

Have had nothing but problems with appliance package been waiting on dishwasher to be fixed for months then dishwasher died had to buy another one then after purchasing different dishwasher they send text saying couldnt get parts told them we had to purchase another dishwasher they didnt care even though we bought extended warranty for all appliances they should compensate us for it but they dont care then refrigerator been broke for about a year they send somebody out saying its fine sounds like it is going to blow up they dont care we spent 5 grand for junk appliances never been fixed or they put a bandage on them for a couple of days then same old *** then you schedule to get them back out here takes a couple of months then same old *** then Syndi calls my wife after last post said she would get ahold of her by Tuesday never heard from her again I wouldnt buy anything again from this store they have way to many excuses and never do nothing about it sad that we bought 5 grand worth of junk appliances and cant ever get them fixed right or at all even after buying a expensive extended warranty so sad they do this to people and dont care

Dont waste your time or money. Spent $6000 on leather section, ottoman and recliner.

Was supposed to have the recliner in 2 weeks and then told it be January, 2 months late. The ottoman, ($750), had no padding on corners and started to sag after 1 week. After complaining they finally sent someone out. He said they dont put much padding on the corners and it is not made for sitting on.

REALLY!

Been waiting for almost 3 weeks and after calling finally got repair scheduled.

They could not give an approximate time just that it would be Thursday. They expect you to spend your whole day waiting on them.

Never again will I grace their door.

My washer broke down 12/17/23, I put a work order in, repairman didnt come out to check it until 12/22/23, said he had to order parts. I didnt hear anything the following week, until I called and the told me they ordered the parts, that was about 12/27/23.

Ive called several times them know nothing.

Finally told today they wont get the parts in until 01/10/24. Ive been without my washer 16 days and now Im suppose to go 1 more week plus before its repaired? I have the Big Sandy extended warranty on the washer. I have been a Big Sandy customer for over 25 years and have bought tens of thousands of dollars in furniture and appliance.

Just this past year Ai bought over $5,000.00. I have never had a problem before, but this is a big problem to me!

Sincerely,

Angela Felty

4610 Laurel View Dr

Cincinnati, Ohio45244

740-250-****

afelty2011@***.com

I will attempt to put into words what I have been thru and how I feel without being disrespectful in the process as I have been on the other side of the table after 30 years dealing with customer problems and complaints. I probably spent close to three weeks researching and comparing several different tvs and as well the retailer I would choose. It was between Big Sandy and Best Buy of Charleston and decided to support my local community and spend my money here in the Parkersburg area. I am two years removed from going thru a rough divorce and child custody battle for my daughter and am happy to say she lives with me full time now, I was forced into early retirement from the position of Area Manager with Bridgestone, namely the Firestone Complete Auto care division because of my back. Ive had three separate surgeries to try and be able to use my legs without falling and so far its been a decent result, Im telling you this as I wanted you to be aware that Im in process of rebuilding my credit and chose Katatapult as they report to the credit agencies, I am on a fixed income with SSDI and with raising a daughter things get a little tight, but no one is without struggles in life and I understand that. Fast forward to this time last week. I made the decision to but the LG86up8770 for the great price of $1399. I had to wait a few days as it needed to be shipped from your warehouse, not a problem. I even went as far as tearing out the old drywall on the wall to where this tv was going to mounted, reinforced it with 6 additional 2x4 studs and steel ties to give the mount all the strength and stability it would need. Im quite versed in light construction as well as electronics namely Computers as well as sound and video as half of my career was spent with Radio Shack as a district manager in the Pittsburgh region and then as Store Manager with the Big Box that no longer is, CompUSA. I am well aware of how fragile flat screens are is my point and have ample skills to install one myself with the help of friends, thats why I declined the extended warranty that and I asked the very pleasant girl I spoke with if your extended warrant would cover ADH, accidental damage or handl My, she checked it does not so I went with the standard. Last Thursday the unit was scheduled in a window between 10a-2pm. I received a call from your delivery service at 9:41am and said hey were at your house and no ones here I was actually en route back to my house and was there in 5 minutes. By the time I arrived they had already take. The unit out of the truck and had it setting up in my porch, how they did this without a dolly was impressive. I let them into my house and they slid the tv right thru the door setting basically where it was going to be installed. The driver was fumbling around on his phone, acted like he was in a hurry which I understand but then asked me to sign for the tv and as I was signing it states, your also acknowledging that we didnt damage anything including your yard or property and I was like yeah all looks good to me. I left and went about my errands and the. Around 4-5pm I picked up my help and we went to my house. We slowly and meticulously opens the box, grabbed the lift point guid which theyre all the same, bottom of unit and both corners and proceeded to install the VESA 400 standard wall mount hooks into the back of the unit. Me ac outlet for that wall , I relocated and put it halfway up as to hide any cords so keep that in mind. Hooked up the digital optical cable to my Samsung surround system, HDMI for my daughters Xbox and one for her Switch. Anticipation was starting to buil for me at this point not that Im a nerd but this is a big deal to me. Double checked connections, double checked wall

Mount hanger brackets and were good to go. The unit is still setting in the bottom portion of the packing as its reinforced with styrofoam surround and thick stuff cardboard so it was quite easy to work and prepare while it was still fairly stable. My help and I lifter the bottom right corner as it came up I grabbed the bottom middle and lastly the bottom left corner, my daughter slid the bottom packing out of our way once we were under it and it was out of the packing. We then in unison lifted the tv up to the mount which leaves roughly 6 from the top of tv to the ceiling, made sure hooks were in place and lowerd it down and the hooks locked into place, beautiful, excited and cant wait to enjoy my purchase, once installed I was then able to plug the power cord into my newly installed recessed outlet and all is hooked and ready. I had read a little beforehand about the Magic remote that comes with the LG and put its manual along with registration card and the tv operation manual on the coffee table as that is where I would be setting after I grabbed a bowl of past for dinner. I eas going to do this right read a bit before hand get the unit registered and then when my daughter was done with her homework we were going to turn it on together, I swear Im not a nerd but once again this was a real big event for me after I had lost in my nasty divorce two years ago. The moment arrives for me to start enjoy the fruits of my labor, I press the power button on the magic remote, a little light at the bottom middle frame portion of the unit comes on, theres a delayblack screen then it shows up, a spider web looking crack all the way at the top right side of the screen and I actually physically thought I was going to vomit, my blood pressure shot up and I really started to get upset enough to where I has to send my little girl to her room. I pick ip the phone and immediately call

Big Sandy of Parkersburg which is where I purchased it, I was transferred to to be quite honest, one of the most professional service associates Ive ever either worked with or encountered, the guy is on point, his name is Bryce and the first words that came out of his mouth were let me tell you first of all were going to take care of you, you just got the tv a few hours ago its what we call from time to time crate damage we talked for a few minutes I explained my experience him and he asked that I hold for a few minutes as he went to talk to his manager about everything. He came

Back on the phone and asked if we could box the unit back up and bring it to the store we could just swap it out for the new one they were getting from I think he said Franklin Furnace. I wasnt exactly thrilled that I was now going to have to do the hauling of this huge tv but I just wanted to get this done as soon as possible so I agreed and thanked him profusely and commented how much better he made me feel and these kinds of experiences are what captures a customer for life. At the end of the call he told me to expect another phone call either within the next hour as its getting on to the 8pm hour now or in the morning from the Internet sales department and that they are a separate entity from Parkersburg, that gave me a little pause so I asked him what that meant exactly, he said no worries all

Of my notes are in and they will

Just call you to coordinate what day your unit will be in, should be Tuesday but they will tell you for sure. Made sense I guess , I was still being taken care of so we both said goodbye. Friday, the day from *** I get a call from Shayla from the internet team, stil makes no sense but ok, thought I bought this from Parkersburg on the website it was chosen as my store, anyway she knew a little about what was going on but asked if she could possibly get some pictures as they would need them so they would get credit back from LG . No problem, I took a couple pics, even one of the serial number and sent them in. I did t even get a call back, she emails me and says, and I have this in her email, after the team looked at the pictures theyve determined there no way to know what caused the damage but since I set the tv up, mounted and such that all they could do was to give me another new unit for an additional $1000!!!!!!!! Here comes the vomit feeling back rushing into my body, I start sweating and seething, I absolutely cant believe whats going on. Throughout the rest of the day I spent two hours in your Parkersburg store, met Bryce in person, I tell him whats going on and he gets upset, he says he cant believe em whats going on, he goes to the same manager he spoke with last night that told me to box up the unit and bring it in Tuesday, he comes out and says well after speaking to me regional manager this is all that we can do. Stands there in my face and basically without saying the words is telling me your screwed. I ask him why what changed, he says that the unit could have been damaged when mounted

In the wall, thats physically impossible, the tv weighs in just over 100 lbs and you cannot lift the tv fro the top unless

You have superhuman strength its impossible, we lifted from the bottom

Like I stated, I have done nothing wrong, so. Ask him about the quote in the email

About how theres no real way of telling how the damage occurred, how about somewhere before i unboxed it, like Bryce told me, crate damage, delivery from multiple stops at different locations? No lets just lay this on the new customer who decided to spend $1400 with us. I called LG mfg in Tennessee and found out that most retailers have whats called an RGA program in situations like this and also the freight carriers have insurance on cargo, its brand new out of the box defective, I also went to a couple local retailers and found one guy, his name is Greg Williams I do believe that has been doing this type of retail for 18 years. I explained everything to him and then showed him my pictures, he said for me to look at the box and packing very carefully and look for indentations about 3/4-sometimes 2 wide in the area where the tv was damaged to see if there are any and if they line up with the damaged area and guess what, exactly what he said there are indentations. Not horrible but they are there, significance? He said that sometimes they stack these units into pallets and then use branders, the metal bands to band them secure to the pallet for shipment and he has seen over the years maybe a handful he said over an 18 year span but it happeNs, they hand them just a little too tight and the pressure even with styrofoam cause the screen to fracture on the inside, there are absolutely no marks whatsoever on the cabinet/frame or screen itself like an impact which lines up with what he told me, the screen is fractured on the inside. I was supposed to receive a call from a regional manager Friday and never did, I was speaking to Shayla and she put me on hold and came back and said he promised to call me as soon as he got off of a call he was on..no call, very unprofessional and its bad enough if you know youve got an upset customer to promise something and then not follow thru. This should have all been taken care of but no now Ive resorted to filing a report with the better business bureau, consumer affairs and the federal trade department all because someone decided to try and rip me off wheni have done absolutely nothing wrong. I absolutely will take this to small claims court and with my email chain history, call log history, testimony from my help and Greg Williams even said he would either write a statement about the banding issue or come to court as a witness if need be but I will not let this go. This isnt right and teetering on criminal and fraudulent practices. The only good that I can come away with at this point is that Im involving my 13 year old daughter in every step of whats going o so she canfainsome knowledge and give her some tools for the day will come when someone tries to treat her unfairly as well. I know this is like a short novel but I wa t this email forwarded up the chain to the president and or CEO of your company. I will start visiting your location if I need to to wane other customers to think twice about spending their money with you and if I get escorted off the property by law enforcement then so be it. I really do t want that to happen but I have got to use every tool thats available to me at this point. I expect a phone call tomorrow morning so I can decide if I need to go down to the wood county courthouse and start the filing of a claim against your company.

Good day to you whoever you are who is reading this.

Greg P Myers

Customer for life or a thorn in your side?