Total Care

One of the best things about buying your new furniture at Big Sandy Superstores and Big Sandy Outlet Centers is that we’re one of the few retailers who can make the claim that “We Service What We Sell!”. We live up to this promise each and every day. With a team of Big Sandy Technicians on hand, each highly trained and factory certified, your new home furnishings have never been in better hands. We service your item throughout the Manufacturer’s Warranty, but with Total Care Protection, this service goes well beyond. When you purchase Total Care Protection on your new furniture, you’ll have three full years of full parts and labor coverage.

Big Sandy Total Care covers all the following:

Fabric and Leather:

• 3 Year Service Coverage (from the date of delivery)
• Accidental stains caused by anything normally consumed by humans (food or drink)
• Human bodily fluids (except feces, odor, scalp or hair oils)
• Excessive loss of foam resiliency in cushions and arms
• Premature wear, seam separation and loss of latex backing
• Mold, mildew, cracking or peeling of leather

Construction Coverage:

• 3 Year Service Coverage (from the date of delivery)
• Frame and leg structural defects, warping, cracking, breaking, and separation of frame components.
• Protection against mechanism failure for recliners, swivels, sleepers, and lift chairs
• Structural defects such as warping, door glides, breaking, separation of components, hinges, and mechanisms
• Failure of integral electrical and mechanical components such as massage, lifts, and power recliners

Wood / Solid Surface Coverage

• 3 Year Service Coverage (from date of delivery)
• Water, liquid marks, or rings caused by normal household food or beverage
• Heat marks resulting from normal household items
• Scratching or chipping of glass or mirrors, including loss of silvering in mirrors
• Broken or cracked hardware
• Scratching or cracking of the finish
• Lifting, checking, cracking and peeling of solid wood, laminated finishes, or veneers

IF YOUR FURNITURE NEEDS SERVICED

If a stain or covered incident occurs, refer to your furniture’s cleaning instructions, or access instructions at the manufacturer’s website. Report any stain you are unable to remove, or any damages WITHIN 5 DAYS to your Big Sandy Superstore.

You can place your work order anytime right here at bigsandysuperstore.com, but clicking the SERVICE Button from the homepage. You can also call your local Big Sandy Superstore or Big Sandy Outlet Center and place a work order over the phone.

Once the work order is submitted, you will be contacted by our Service Department within 72 hours. One of our factory trained technicians will come to your home to inspect and photograph your furniture. They will also make any repairs they can at that time (over 85% of service calls are completed on the first visit!) or they will make a list of parts that will be needed to complete repairs.

If needed, the technician will place an order with our Parts Department. Please be patient, as we try to get your part located in the shortest time possible, but parts orders can take time. Once the part arrives at Big Sandy, the Service Department will schedule a technician to complete the repairs.

WHAT’S REQUIRED OF YOU

Maintain a proper environment for your furniture that meets or exceeds manufacturer’s standards.

Clean your pieces according to the manufacturer’s standards. No fabric protection can prevent general soiling and fabric protectors do NOT eliminate the need for routine care and maintenance of the fabric. You are responsible for cleaning as required for reasonable care and maintenance.

Use tablecloths/pads, place mats, and coasters on all wood furniture. Nearly all dinnerware will cause small surface scratches over time.

Avoid allowing pets on your furniture. Damage caused by pets or animals is excluded from this coverage and will void the remainder of the warranty. Even the best trained pet can accidentally scratch or stain your furniture.

Fading in leather and upholstery furniture is natural. To help delay this, avoid placing your furniture in direct sunlight, as this causes faster fading over time and is not covered by your Total Care

Report any damages or stains you are unable to remove WITHIN 5 DAYS of occurence

IF YOU DON’T NEED IN-HOME SERVICE...

Or any other services offered by your 3-Year Service Plan on your new furniture, (or your 5 Year Service Plan on appliance/electronics) during the life of the plan, you will be issued a STORE CREDIT equal to the FULL PURCHASE PRICE of your Service Plan! That credit can be used toward a future purchase of any new furniture, mattresses, or accessories up to 180 days after your Service Plan expires. This credit is not to exceed 50% of your next purchase (before taxes and delivery, if applicable). For instance, if you paid $199 for your Total Care Plan, you would get $199 toward your $399 furniture or bedding purchase.

Click Here to download the Total Care Protection brochure.

Big Sandy Superstores Proudly Serves the Following Areas:

Shop for Furniture at Big Sandy Superstore in West Virginia, Ohio and Kentucky.