Delayed Delivery and Unprofessional Installation ---------------------------------------------------------------------- I recently made a significant purchase of nine appliances from Big Sandy on October 19, 2023, and the entire experience has been nothing short of a nightmare. From the delayed inspection to a botched delivery and incompetent customer service, my patience has been stretched to its limits. The trouble began when the inspection date, initially set for November 2, was followed by a prolonged wait for a delivery date. After numerous calls, I was finally given a delivery date of November 21. My occupancy permit was contingent on the installation of a hood, so I scheduled an inspection for November 22. Little did I know that this decision would lead to a series of disastrous events. On the scheduled delivery day, I took a day off, eagerly awaiting the arrival of the appliances. To my dismay, at 2 pm, I was informed by Tracy, the lead customer service representative, that the delivery would be delayed, canceled, and rescheduled for November 22. Despite my urgent plea for same-day installation, Tracy proceeded to cancel the service without even consulting the delivery personnel. To make matters worse, the delivery team arrived at 2:30 pm on November 21, but due to Tracy's mismanagement, they couldn't make the delivery. The next day, the delivery team finally arrived, only to botch the hood installation. This led to the denial of my occupancy permit, putting me in an incredibly precarious situation. The overall process took a whopping 12 days for inspection and an additional 28 days for delivery. Shockingly, the personnel failed to notice that the hood ordered was for a 9-foot ceiling, while my house had a 10-foot ceiling. Moreover, they neglected to inspect that I had ordered the wrong type of microwave. Even when the appliances finally arrived on November 30, the installation was far from satisfactory. One of the hoods had a loose screw, and the new hood was covered in dirty handprints. To add insult to injury, one hood never reached the ceiling. In total, I paid $1117 for installation, inspection, and delivery fees, and the level of service received was abysmal. Save yourself the headache and frustration--opt for Costco or HomeDepot, where you'll likely receive far superior service in a fraction of the time. I regret ever choosing Big Sandy Appliances and strongly advise others against doing the same. read more

We were in need of a refrigerator replacement after our Sub Zero, at 34 years old, failed. We initially purchased a replacement from a "big box" store that promised a quick delivery date. Their first attempt at delivery failed on the day of delivery when the scheduler realized the Sub Zero would require at least a 3 man crew with special training. So, we were rescheduled for two weeks later and when the new refrigerator arrived, there was only a two man crew that had not a clue on how remove the large Sub Zero. This "big box" store wanted us to set up the new refrigerator in our garage until they could get a special team out to remove the old frige - maybe within two or three weeks! The crew seemed puzzled why we told them to load their refrigerator back on the truck - we cancelled the order and purchaced the same refrigerator from Big Sandy. Big Sandy's sales and support personnel were very helpful and, although their delivery was not free - pushing their totoal cost slightly higher than the big box store, we were pleased to have a delivery crew that actually knew what to do and were very efficient in the removal and installation. The old saying, "you get what you pay for" certainly applied here. The big box store had a lower price but service was not just lacking - it was horrible! First, the order was taken over the phone by an off shore customer service operator with more than just a little problem with English but assured us that everying would be just as it was ordered. Secondly, the delivery scheduler was someone working out of Florida who then coordinated with someone else not located in Columbus to schedule a removal and installation crew. Every time we informed them that it was a Sub Zero unit - to that information on the work order - but no, they never did, just passed it along giving the problem to someone else in their network. Each time, our delivery was pushed back a week or more. Moral of the story, choose companies that have a positive service record - don't buy on price alone. read more

My sales person is Mahdi. He is an excellent listener and very knowledgeable. I recently purchased a GE Washer and Dryer 850 series. Mahdi's comments provided differentiation and clarity between models within the GE brand and outside of the brand. This is critically important because the units look similar and perform similarly. To guide a potential buyer to make the right purchase requires the sales person doing there homework. Point being, my sales person made the complex, simple so I can decide the best value for the money. In no way did he try to steer me or talk me in to any purchase. He simply gave me the information and could pivot if the conversation went in a different direction with confidence. I found him to be polite and very professional. I believe he is a good person who genuinely cares in providing service and information. That in and of itself is hard to find. I found it at Big Sandy. I recommend Big Sandy because my experience and observation is that customers have the opportunity to get what we need or want with dignity. Even the delivery personnel were knowledgeable, polite and tidy. They were in and out. The beautiful thing is this. Throughout the sales process from the greeter to the sales professionals, to the lady who processes the paper work are a direct reflection on the Manager of that store. I am telling you, everyone is accountable. I am very pleased with the buying experience, my purchase and the service from Big Sandy. I hope the staff knows they are making a difference out here, and how you carry yourself and the way you do it matters. Again Mahdi you are exceptional. Thank you all for the competency and kindness shown my family. read more

I recently purchased a new oven from Big Sandy Superstore, and it reminded me why I bought appliances from them a couple of years ago. I had simply forgotten how exceptional their customer service really is. This purchase came after an absolute nightmare experience with Best Buy. Measurements were done incorrectly, the delivery failed because the oven wouldn't fit, and I was told I'd have to wait another month for a replacement. I walked into Big Sandy just five minutes before closing, expecting to be rushed, but Drew couldn't have been more professional. He dropped what he was doing, never once made me feel like I was keeping him late, and took the time to find a solution that got me the oven I wanted in just a couple of weeks instead of another month. His customer service was outstanding. The next day was Drew's day off, so he handed me over to Darrin, who picked up right where Drew left off. The transition was seamless, and Darrin provided the same exceptional level of service. I also ran into an issue with my credit card, and Cortlyn went above and beyond to help me work through it until everything was resolved. When I returned to finalize my financing, Chloe was equally wonderful--friendly, patient, and incredibly helpful. In a world where it often feels like customer service is disappearing, it's alive and well at Big Sandy Superstore. Every person I worked with genuinely cared about making sure I had a great experience. Big Sandy has absolutely earned my future business. For any appliance purchase going forward, they'll be my first stop. Thank you to Drew, Darrin, Cortlyn, and Chloe for reminding me what outstanding customer service looks like! read more

Within 21 days of having the $1,000 ottoman, it broke. A piece of wood that holds up the middle of the ottoman snapped in half. I called Big Sandy's to have it repairs. It took them almost a month to come out. When the technician came out to what I assumed was to fix the ottoman. He actually was just coming to look at it. He picked it up and said "yup just what I thought. I'll order the parts and we'll be back to fix it". Not even a 5 minute appointment. It took about a month to get the parts to fix it and I scheduled for them to fix it as soon as they had available (1 month later). The day finally came for them to fix it and they called me that morning (mind you I already took 2 days off to get this ottoman repaired) and said that the repair man was not heading in the direction of my house so I would need to reschedule. I was able to get rescheduled the next week. Well, because it took 3 month for them to come repair a piece of wood that held the middle of the ottoman up. There's now a gaping hole and wrinkled up fabric in the middle of the ottoman which looks TERRIBLE. Not even 2 weeks later there is now a rip in the side seem from what I'm assuming is the huge hole that was left from the last repair. I just called to ask if I could just have my money back and they can take the junk ottoman that they sold me and I was told there's a "3 day in home warranty" so basically the answer is no. I'm not a Karen but I assume that a $1,000 ottoman is supposed to last more than 21 days or even 6 months. read more

I purchased a new refrigerator & range from the Polaris (Columbus, OH) store in the fall of 2021. Had to have a new gas line installed to accommodate the switch from an electric range to a gas one. When plumbers were here doing that work, they asked if a new outlet also needed installed. I called my salesman, Chris B., who said my existing outlet would work; no new one needed. When the site inspector (contracted by Sandy SS) came to check everything over prior to appliance delivery, he informed me that a new, 4-prong outlet had to be installed. I told him I had checked with the store and was told the existing one was okay, to which he stated "I've told the Store Staff that Kitchen Aid and Jenn-Air come with factory-installed cords that require (a particular) 4-prong outlet." I had to wait several weeks to get an electrician back in, for which I incurred an additional $315 charge. I promptly called Sandy SS to ask that they pay this additional charge as it was incurred based on their erroneous information. I have texted/called Salesman/Dept. Mgr. Chris B. for over four months, and having no movement toward resolution contacted the Store Manager Andrea over a month ago, who promised to contact Corporate for resolution. To date and two phone calls thus far have yielded the same response from Customer Service: "Andrea is in the middle of helping a customer and will call you back." read more

I had a horrible experience with an LG refrigerator that was less than 5 years old and had a second compressor failure. I was tired of fighting with the warranty folks. We walked in Big Sandy 30 minutes before closing and Ian helped us find a GE Profile refrigerator that was in stock and could be delivered in a couple of days for an added fee. I started feeling better already! My experience got even better when the delivery folks communicated several times before they arrived within the promised window. Donald and Marquise were amazing! They brought great energy (at 8 am in the morning!) and assessed the space where they would be working. They were so respectful and careful with our home! They had to remove an entry door and some wall hangings to get the old refrigerator out and the new one in. Donald went above and beyond to remove all the packing film and tape from the unit. He was careful to explain to me the need to flush the water line and to throw away the first two batches of ice. His concern for my family's safety is where your "white glove" delivery really shined. These gentlemen were so pleasant to work with and made sure I was comfortable with my new appliance before they left. While I will never buy another LG refrigerator, I will certainly return to Big Sandy for future appliance needs if your delivery service maintains the standard set by Donald and Marquise! read more

I had my second dishwasher delivered and installed today by Big Sandy Superstore. It was, AGAIN, a great experience. Starting from the sales person; Taylor Miller, the buying experience was GREAT! He was very knowledgable about the products and was able to steer us to a great product in our price range. This was my 3rd time buying from Big Sandy's. This time I was removing a builder grade dishwasher in my kitchen, that was less than 2 years old. It was a nightmare from the day we closed on the house. I had to have the manufacturer's service rep out at least 3 times to fix it. Each time they came out it was a total hassle, they spent over an hour and were hard to schedule in the first place. Every time, the fix lasted about 2 months and the dishwasher was breaking in the very same manner; and we had had enough. I replaced it this time, with a Samsung ultra Quiet unit install by Big Sandy, and this experience was just like the last dishwasher I bought from them that was installed in my basement bar; EXCELLENT. They showed up on time, were very courteous, and completed the task quickly; with a pleasant attitude. After my first experience, I referred my parents to this store as well, when they recently moved here from California. They got all of their appliances to outfit their new home from Big Sandy; with excellent results. I wont go anywhere else now! read more

So thankfully Big Sandy Polaris Store location and the James the General Manager. Back in early December our furniture was stolen from their warehouse. It was loaded o the truck for delivery. We were upset because we searched for months to find a group we loved for our family room. We purchased a sofa & loveseat with console in a charcoal gray color by Stein Li designer. There was not another loveseat console in any of their stores However, they brought us two sofas to compensate our lose. In January, the general manager called me with great news that they could get another loveseat console and he would keep me posted. Two days ago James, general manager called me and said it arrived and when they could deliver While this morning our loveseat console arrived it's beautiful and we're so happy so thankful & grateful to James at the Polaris Big Sandy store for working with us and making sure we are satIsfied customers also, I was told they caught the person who stole the delivery truck and is behind bars. Thank you again and we look forward to enjoying our furniture and future purchases from Big Sandy! God Bless you & increase your business tremendously! Ron & Cynthia Robertson read more