Big Sandy Superstore

"I walked in and was immediately assisted by a delightful young lady named Autumn. She was able to help me find what I wanted in less than 10 minutes. She then got me financed within the next 10 minutes. My total transaction time from the time I walked thru the door to when I left was no more than 30 minutes. Autumn IS customer service at it's BEST!"

"Could not be more displeased with the Big Sandy Charleston store. I would have given zero stars if I could have. Ordered an American modular sofa, with dual recliners on the ends, on 12/9/2023, told it would take 6-8 weeks for delivery. Sofa arrived in January and delivery was scheduled for 1/26/2024. Sofa was delivered, assembled, delivery drivers left. A couple hours later, we discovered that the recliner on one end did not work. We immediately called the store, the store tried to contact the delivery team to come back & take a look at it, but couldn’t reach them. We were told to file a repair ticket, we did and a technician was scheduled to visit us on 1/31/2024. Technician told us he could not repair the chair, replacement parts would need to be ordered, taking another 4-6 weeks. We contacted a regional service center in Portsmouth, Ohio, asking if there was any way to get the parts expedited to Charleston, WV. We were told to contact the store manager. After 2 days of phone tag, we finally got to speak to the store manager. He told us that the part was being expedited but could not give us any tracking information what so ever. We did not have a good feeling about all the evasiveness, so we asked for them to come & get the sofa. We were told that we had to give them the opportunity to make good on the sofa. The store manager called later & told us he had located the recliner we needed replaced and it would be delivered on 2/9/2024. Well, it was delivered today, and the recliner in the new section DID NOT work either. My husband immediately called the store manager before the delivery drivers left. We were told that a 3rd recliner would be delivered 2/16/2024. We told them that was unacceptable and we wanted it delivered tomorrow, 2/10/2024. The manager agreed. My husband told the store manager that if the 3rd one did not work, we would be returning the entire sofa for a refund. The manager then informed us that there would be a restocking fee of about 25%, on a sofa that was damaged when it entered our home! They are actually gonna attempt to charge us a restocking fee & restock a damaged sofa that cannot be sold in its present condition!!!!!!! The manufacturer must not have anything that resembles quality control and Service after the Sale is just a term used loosely in conversation, it means absolutely nothing."

"Great experience and salesman Gray Robinson was knowledgeable, friendly, and helpful in giving me info to make my selection. Second major appliance I have bought here; I will be back!"

"Worst experience I’ve ever had when buying furniture. Period! Couldn’t get our furniture delivered to our home. The delivery guys actually dumped it in my yard. This was a refrigerator, dishwasher, stove, and love seat. To make matters worse, we didn’t get the parts to hook up the stove and the love seat was missing parts. I called our sales rep, which was amazing, and he sent me to his manager. The manager gave me a big spill that he would make things right and he would call me back. That’s never happened, even after me calling back for him three times. Oh yeah, refrigeration had dents in it and stove top is scratched. I will never step foot in that store again. Poorly managed and horrible customer experience. I gave 1 star, but wish I could rate lower."

"I needed help selecting several appliances at the Charleston, WV Big Sandy Superstore. Gray was super helpful in answering all of my questions, he was patient and gave me time to look. What I really appreciate was no high pressure sales. We were given several chances to win in store items and money off our purchases."