Big Sandy Superstore

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
They have been rude throughout the entire processAnd if you'll notice, they didn't even bother to apologize for their inadequate customer service, nor have they attempted to make it rightThe gave me a $Big Sandy gift card, but honestly....after all the trouble we've had trying to get a simple cushion, why would we bother spending any more money in that store?? and there is NOTHING in that store for $or less. When I tried to order the cushion the first time, I told them my dog chewed a hole in the cushion and that's why I needed to order a new one; I didn't lie or make up some story to try to get a free one, I told them the truth, it was due to our dog, not a malfunction or faulty piece of materialAfter I called the 5th time to try to get an answer as to why it was taking so long and ask for a credit on the shipping b/c it wasn't being shipped to our house, the lady on the phone said, "look, it's not our fault there is a hole, your dog ate a hole in it, you have to pay for the cushion!" (At this point, I didn't even ask for a free cushion). However.....after being lied to for the last months, making trips to the store to pick up a cushion that wasn't there or the wrong color (they told us to our order was ready and to come get it), the LEAST they could do is replace the cushion for free. As it stands, we just want the cushion, we want the matter closed and we will NEVER do business with Big Sandy again. Ironically, our neighbor was complaining this weekend about the poor customer service they are now receiving as they try to resolve an issue with a washer/dryer set that is less than years old and under warranty, as is a friend who tried to order an item online through Big Sandy and they lied to her and told her the price listed on the internet wasn't the correct price and she'd have to pay more for the item she wanted because someone in their store made a mistake. Big Sandy is THE WORST furniture ever. We'd have had better luck and treated more fairly had we gone to ***
Regards,
*** ***

Per v/m from customer:Please close my complaint as resolved at this time. Thank you!
Revdex.com:
I have reviewed the response made by the business in reference
to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may
update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Prior to my receiving this notification, the Pikeville store had contacted the customer and have them scheduled for delivery on Saturday, 9/5/15, as the products have arrived at our distribution center

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our Pikeville management made the decision to send Mr*** a check, rather than a gift card, for the discount

Our service department contacted Ms*** last week, making arrangements to exchange the merchandise, per our extended warranty company's agreed terms

[A
default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

According to our service department, Ms***'s service was completed on April 14th

Our Director of Stores, Brian C*** is going to reach out to Ms*** personally about this matter.

I am trying to figure out where we are with our service teamWe were having a terrible time getting the parts from the manufacturerA decision was made to get the parts needed from stocking product, but I am unclear what we have and have not done for Mr*** and have asked for clarification
from our service team

We had her service appointment scheduled for March 20thHowever, she had to go out of town and she requested 4/for the rescheduled appointment. Thank you,Dan

We have just finished discussing this internally and was able to get the manufacturer involvedThe product purchased was definitely "new"The manufacturer has agreed to issue a return authorization for this mattressOur people will be reaching out to the customer shortly

I am awaiting an update from our service departmentI anticipate further information this week and will advise

Our General Manager from the South Point, Ohio Superstore, *** *** is reaching out to Ms*** to see how we may proceed

[A default letter is provided here which indicates your acceptance of the business's response? If you wish, you may update it before sending it? If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply? Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

We agreeThis unit has been repaired too many timesWe will get a return authorization from *** and allow Mr*** to exchange the refrigerator for new

[A default letter is provided here which indicates your acceptance of the business's response? If you wish, you may update it before sending it? If you and the business have reached an agreement and compliance is set for a future
date, we trust the business will comply? Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

The remote control was shipped via *** from our store to Ms***However, it was returned to us due to having additional postage dueWe are fixing that and sending it to her todayI apologize for the inconvenience

We still have not received parts and were unable to keep our March repair apptwe have decided to exchange the product for Ms***.Dan E***