I have been to this big lots location several times and it's always been a pleasant experience until now. Me and my husband came here on Monday 26th Dec as we were looking to purchase a new mattress and box spring. We walked into the store, over to the furniture section and sat on several of the mattresses that were on display as we wanted to see which ones we liked most. My husband went to sit on one of the mattresses and the one whole side of the bed collapsed, he fell into the floor and hurt his left shoulder. Two members of staff looked over at him and saw that he fell but didn't proceed to ask if he was okay. We continued to look at the mattresses and then after a few minutes found one that we wanted to purchase. We could not locate anybody in furniture so we walked up to the front of the store and the cashier (the only nice employee that day) said she would page somebody from furniture and just to wait at the furniture kiosk. As we walked back over there the two employees that saw my husband fall received a page for assistance in furniture. The one employee looked directly at us and said "you guys are gonna have to wait ten minutes because I have to do this" (he was putting together a sign for some kind of promotion). I said okay that's fine, and we walked towards the kiosk... although I'm thinking whatever happened to customer service and customers come first... not after you hang up a sign.. Anyway, the other employee walked over to the kiosk and very abruptly said to us "what do you need" I told her we were purchasing a mattress and box spring and she said "ok do you have the SKU". My husband had taken a picture of the one we wanted so we read the number to her and she said "that's just the box spring". I said "oh well that's the SKU it references for the mattress and box spring set so im not sure" she cut me off and said "which one is it, point to which one" so we shown her. Every time she said anything she was very short and very abrupt. She then asked the size and if we would like to take the mattress and box spring today... we said yes if possible. She then proceeded to say: "Well you guys shouldn't be coming here at 8 o clock at night if you want to do this". I was at a complete loss of how to respond. Firstly, the store says it closed at 10pm that day so me coming at 8pm shouldn't have been an issue. Additionally, my husband works til 7pm six days a week, and we have a five month old baby to take care of... not that I should have to explain that to an employee but okay. She then walked off to the back without saying I'll be right back or giving any information... so me and my husband were just standing there at a loss of what to expect. After ten minutes she comes back and asks the other employee for some assistance. They then went into the back and five minutes later he came out and he said we were going to have to wait again as there was a customer in front us. We said okay and we didn't have trouble or an issue with waiting. After 20 more minutes he came out with the mattress on the cart and my husband pulled the vehicle and trailer up. He wheeled it out and then we said "have a good night" and he didn't say anything back. The customer service we received here is appalling, also my husband now has a shoulder injury. I called the corporate office to inform them of my experience and they said they would reach back out within 48 hours. We are now almost 36 hours in and I haven't received a response. If I do not by tomorrow I will be addressing this issue with a higher level of management. read more