Big Sandy Superstore-Polaris

Reviews 3

JO

Joshua Barrington

We purchased a new sectional (see attached) priced with extended warranty at a total price of $2975.07. I made this purchase via Pam, a very nice sales lady in the Polaris store. During our discussions prior to the purchase date, August 20th, 2016, we had discussed the arrangement of the couch, delivery date, and price. I went back to the store on the purchase date to make the purchase, August 23rd, 2016. I sat down with Pam to place my order with the previously agreed upon terms of pricing and delivery. This is when the first issue occurred. Pam informed me that the chaise piece that was required was on a 3 week backorder and that my entire order couldn’t be delivered for at least 3 weeks. I immediately asked to be escalated to a manager as I had just signed up for a credit account and was now locked into this sale. I spoke with the manager on duty and, after some lengthy searching, they were able to acquire the chaise for me and get my delivery date scheduled. I agreed to Saturday, August 27th as early as possible, sometime before noon. They agreed and I departed the store. On August 26th, I received a phone call from Big Sandy that was automated detailing that my delivery window on Saturday was scheduled but not for the agreed upon time. They scheduled it for the latest window of the day, 5-9pm. This was a huge issue as my family had plans in the afternoon and evening. I called the store immediately after getting this call on August 26th 2016 and spoke with a manager whom didn’t really seem to care about my issue and said there is nothing he could do. I could either reschedule the delivery or be there during the timeframe. I was very upset but agreed and cancelled the plans my family had. August 27th, 2016 came and by 8:55pm at night my sectional had not arrived. I called the Polaris location shortly before they were closing to inquire where my delivery was and they told me that they should have already arrived but didn’t really provide any answers. I asked to speak to a manager again but was told there were no managers available. Upset, I hung up expecting no one to show. Around 915pm, the delivery drivers eventually arrived and began to unload the truck. No apology or reason was given as to why they were late and the delivery team seemed very frustrated and were very rude. Upon unloading the parts to the sectional, the problems starting rolling in. First, the ottoman was unpacked and I immediately identified a large section in the corner where the leather was scraped off and damaged. The armless section of the sectional was unloaded and I found that all 3 cushions on the bottom and 1 on the top had copious amounts of stitching coming out. The armed portion of the section also had 1 bottom cushion and 2 top cushions with stitching coming out of the leather. Finally, the biggest issue was the chaise. Upon unpacking it from the bag, we found that it was the wrong chaise for my sectional. I ordered a right arm facing and was given a left arm facing. The paperwork showed the proper one was ordered but the wrong one loaded to the truck. I sent this back with the delivery drivers and made them note every single bit of damage I found. I also notated all of the damage on the signature portion and declined my signature due to the damage and told them to have someone call me immediately in the morning on Sunday. No one called Sunday. I called them, they promised to fix it and call Monday. Same thing happened, no call back. I repeated this Mon-Fri until the store manager stated it was all ready to go with a 9/3 delivery before 11am. Lo and behold, 11am 9/3 comes and NO ONE SHOWS. They finally arrive at 1215PM and... bring damaged furniture again. 3 of the 4 pieces were in better condition than what I had but one was clearly used and re-wrapped and denied it. To date, I am waiting on a repair tech to come fix my brand new furniture as well as a small check to be mailed that I find not enough to make this right. TERRIBLE experience!

BR

Brian Todd

My family and I purchased a bed set, washer/dryer, refrigerator, sofa, 3 kitchen tables, 5 end tables, an entry way table, 2 lamps, and 2 night stands over a 1 month period. The only items delivered without issues were the bed, the sofa, and 2 of the kitchen tables. The refrigerator came damaged (twice) and did not include the parts required for it to work in the garage. The dryer did not come with the correct power cord and we were not given our laundry detergent for the washer. One of the end tables was not put together. The 2 night stands were not on the delivery truck, so they couldnt be delivered when scheduled. Two of the end tables and the entry way table were not delivered until a month after I paid for them. The "white glove" delivery service left my door open the entire time, even when people were not coming in/out, let boxes/banding/trash blow across my yard which they didnt pick up, and they drove 100+ feet off of my driveway creating a large rut. They never mentioned this, we discovered it after they left. At least the delivery company did the right thing and took care of the issue, wish we could same the same for Big Sandy The sales associate in the store never told us we were supposed to take the lamps with us, so we had to return to the store to get them and this took over 1 hour to pick up lamps we already paid for. After the sales associates made their sales to us they never showed any interest in providing customer service after that point. They work off commission and is their main focus, so beware of that going in. On numerous occasions we called the store needing to speak with our sales associates, we were told they would call us back and never received a call. We hoped that we found our one stop store for furnishing our new house but after this experience will never shop at Big Sandy again. It was the most frustrating experience and we spent so much of our time dealing with issues, it was not worth it at all.

RY

Ryan S

Everyone in the store was great. The sales person I had, Mike, was very helpful and new what he was talking about when he was explaining the washing machines. The delivery department was very subpar. They schedule your delivery for a certain date in store but cant give you a time frame. They tell you that someone in delivery will call you the night before delivery and theyll give you a 4 hour window. You cant request a time window and just have to leave it up to chance if you get a decent time. When I was told my time frame I asked them to reschedule the delivery because I work 2nd shift and would not be home. They told me they could reschedule for Saturday (3 days after my original delivery date) but could not guarantee a time until the night before. I asked if they could deliver the items on a Sunday or a Monday because I have those days off. I was told they dont do any deliveries in those days either. I asked if they could just deliver my items to the store on on original delivery date and that I would just pick it up from them the next morning. They told me that they wouldnt be able to get it to the store until that coming Saturday. Their delivery service is highly inconvenient and I would not recommend having anything delivered by them unless someone is home all the time. The delivery department is barely willing to work with you tries to rush you off the phone like youre an inconvenience to them. Now I get the pleasure of picking up two large appliances and hooking them up myself after being upsold the free delivery thats includes with the extended warranty purchase. I dont think Ill be purchasing any other big appliances from them in the future.