Complaints

This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  BrandsMart USA

  3200 SW 42nd St Fort Lauderdale, FL 33312-6813

  
• 

  BrandsMart USA

  821 SW Natura Blvd Deerfield Beach, FL 33441-3201

  
• 

  BrandsMart USA

  16051 S Dixie Hwy Miami, FL 33157-1888

  
• 

  BrandsMart USA

  4320 NW 167th St Miami, FL 33054-6002

  
• 

  BrandsMart USA

  5000 Motors Industrial Way Doraville, GA 30360

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Mr. **** / BrandsMart USA **************** Store Manager Sunrise,I hope this message finds you well.I am writing to follow up on a matter regarding a special order I placed on April 30, 2025 for a Maytag Washer (Model MVW7232HW) in the amount of $849.99. The order was processed by ***** at the BrandsMart USA Sunrise, ** location.After a prolonged wait and significant inconveniencebeginning as early as February 2025the washer was finally delivered on May 10, 2025. Unfortunately, the unit arrived damaged in one of the corners. The delivery person instructed me to keep the unit and contact the store the following day, which I promptly did. He took pictures for his report, and I took pictures for my record which I shared with you as ******* the store, I spoke with both ***** and yourself, Mr. ***** After you contacted corporate, we reached an agreement that I would keep the unit in exchange for a 20% refund of the original purchase price$169.99, to be credited back to my credit card. You mentioned that the refund process typically takes around 10 business ******* of today, June 24, 2025, I have yet to receive the refund or any communication confirming its progress. Given that the agreed time frame has passed, I respectfully request an update and prompt resolution of this matter.Please confirm when I can expect to see the refund reflected on my card. I would appreciate any assistance you can provide in expediting this.Thank you for your attention and cooperation.Sincerely,***** ****** Order #**********

  

  Business Response

  Date: 06/26/2025

   

  In regard to BBB complaint 23515381

  Thank you for the opportunity to respond to the customers
  complaint. 

  We apologize for the issue, we have issued the refund back to the customer's method of payment. 

  This may take the customer's bank, two to three business days to post the credit to their account. 

  Any further questions or concerns, please direct them to my attention. 

  
  Yours truly,
  

  Robin Thomas
  Manager Customer Operations
  BrandsMart U.S.A. 

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23515381, and find that this resolution is satisfactory to me only if the refund is for the amount of $169.99 as previously negotiated.
  
  
  
  Sincerely,
  
  
  
  Pedro Rivera

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order for an air conditioner my order # is ********. It was suppose to be shipped days ago. I t has not been shipped. I tried to cancel the order and someone on chat told me I could not. So they don't know when my air conditioner is being shipped and I can't cancel the order. This is terrible customer service

  

  Business Response

  Date: 07/02/2025

   

  In regard to BBB complaint 23505896

  Thank you for the opportunity to respond to the customers
  complaint. 

  We apologize for the issue and have already issued a refund back to the
  customers PayPal account. 

  Any further questions or concerns, please direct them to my attention. 

  
  
  Yours truly,
  

  Robin Thomas
  Manager Customer Operations
  BrandsMart U.S.A. 

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23505896, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Katrina Pierce

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my frustration and disappointment with my recent experience at BrandsMart, located at ***************************************. During a recent visit I was misled by a store clerk regarding a Memorial Day Buy More, Save More promotional rebate. The primary reason I decided to purchase the package was the rebate being advertised in-store. However, after the purchase I discovered the rebate promotion was not honored as expected. This constitutes false advertising and I have taken photos of the promotional signage as evidence. All four of the appliances I purchased were on the list. BrandsMart needs to arrange to pick up the entire package I purchased due to false advertising.

  

  Business Response

  Date: 07/02/2025

   

  In regard to BBB complaint 23498046

  Thank you for the opportunity to respond to the customers
  complaint. 

  We apologize for the issue, our store managers were in contact with the customer and are assisting them with this issue. 

  Any further questions or concerns, please direct them to my attention. 

  
  Yours truly,
  

  Robin Thomas
  Manager Customer Operations
  BrandsMart U.S.A. 

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23498046, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Monica Crim

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 8, 2025, I purchased a leather recliner. After a few weeks it had broken. I called cx and was told a person would have to come look at the chair. After someone came, they suggested that I ask for a replacement. The tech submitted the report and I had to pursue an answer which took weeks before finally getting a replacement. A replacement chair was delivered and I was satisfied in the end. A few weeks later, the replacement broke in the same exact way. Again, I was told that someone would need to look at the chair or that I'd need to send in pictures. I was told by the independent repair company that it would be a month before a technician could come out to look at the chair. All I'd like is a store credit so that I could pick a different model. I'm not even seeking a refund. I have been emailing with agents that do not even provide their name and was told that they already did me a favor once by replacing the chair. After about 5 requests a manager called me back and was so condescending. They told me there is a 0 day return and it was up to the manufacturer. I went to express my dissatisfaction (in a calm friendly way) and was hung up on. As a cx manager myself, I was shocked and am now.paying for a chair that I can not use.

  

  Business Response

  Date: 07/01/2025

   

  In regard to BBB complaint 23492046

  Thank you for the opportunity to respond to the customers
  complaint. 

  We apologize for the issue, we were able to get the manufacture to approve an exchange for this customer. 

  Any further questions or concerns, please direct them to my
  attention. 

  
  Yours truly,
  

  Robin Thomas
  Manager Customer Operations
  BrandsMart U.S.A. 

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23492046, and find that this resolution is satisfactory to me.

  
  
  Thanks for your help!

  
  
  Sincerely,
  
  
  
  Michael Bash

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to sign for a package delivered to me. I opened it, It was some electronic pencil and some I-phone case. I do not own an I phone, have no use for that dumb pencil. I called the Brandsmart number, they tried to sell me some health or life insurance. I believe this is charged to a Fortiva credit card, which I also never signed up for. They don't answer their phone either. Card number for that scam is7656502175971149. I have no clue who is using my name for the card and/or other purchases

  

  Business Response

  Date: 07/01/2025

   

  In regard to BBB complaint 23491245

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue and have already issued a refund back to the customers method of payment.

  Any further questions or concerns, please direct them to my attention. 
  

  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23491245
  
  I am rejecting this response because: I want to know that the credit card is destroyed or canceled, and assurance is given that nothing else has been charged to it, and nothing can be in the future. Also, I need the 3 credit reports, Transunion,Equifax, and Experian have not dunned me for opening a new credit card. I did NOT open that card. Thank you .
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/04/2025

   

   

  In regard to BBB complaint 23491245

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue, unfortunately we are not able to assist with this customer's complaint. 

  Looks like customer is a victim of identity theft, with which we are not able to assist. 

  
  Yours truly,

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23491245
  
  I am rejecting this response because:They did not seem to cancel the unwanted credit card. Total ********.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refrigerator from them and purchased their warranty. I have been calling them for many months now about the refrigerator not making ice due to it freezing which apparently it's a well known issue based on all the service technicians that have come to fix the same issue with no luck only patch repairs. This will be the 4th service call for the same repair and all they keep doing is patch the repair so my warranty expires soon and then they don't have to because responsible for the replacement of my unit. I would like to get reimbursed for my faulty refrigerator so I can purchase a good working refrigerator. I was told that if they can't repair it after a few attempts I would qualify for a replacement/reimbursement. Now they are just changing their story and trying to patch a repair before my warranty runs out in 1 month.

  

  Business Response

  Date: 06/21/2025

   

  In regard to BBB complaint 23457496

  Thank you for the opportunity to respond to the customers
  complaint. 

  We apologize for the issue, we have contacted the warranty company and was able to get an approval for a replacement unit for this customer. 

  We are currently waiting for the customer to accept the offer, so that we may complete the exchange for them. 

  Any further questions or concerns, please direct them to my attention. 

  
  Yours truly,
  

  Robin Thomas
  Manager Customer Operations
  BrandsMart U.S.A

  Customer Answer

  Date: 07/04/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23457496, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Luis Valdez

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a dryer from Brandsmart. They informed me that I to install it I needed to buy a vent and a cord. My old cord was fine and I asked them if I could do the electrical install myself and have them do the rest. They said that would not be a problem. I then asked a second individual (before paying) the same question. On delivery day they refused to do anything - even move the dryer into place because I didn't have the cord. I talked with a manager who hung up on me over the phone. Unacceptable. It's not even the cost of the cord for me -- I see it as waste. I did purchase a dryer vent from them because they said they would install it. They did not honor their word. I already wired up the cord. I only ask that they install

  

  Business Response

  Date: 06/10/2025

   

  In regard to BBB complaint 23429969

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue, our store managers were in contact with the customer and was able to take care of this issue for them. 

  Any further questions or concerns, please direct them to my attention. 

  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A.

   

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Should show *************** may be under my husbands number ********** or ********** In November 2024, I purchased a refrigerator from BrandsMart with a clear request for the removal of the old unit as part of the delivery. When the refrigerator was delivered, it was missing the icemaker.BrandsMart returned two more times and eventually delivered the missing icemaker, but the installers stated they could not complete the installation due to copper wiring. I had to hire and pay a plumber out-of-pocket to resolve the wiring issue.Since then, Ive called at least 10 times over the last four months to inform BrandsMart that the wiring is ready and to request installation of the icemaker and removal of the old refrigeratorwhich, to this day, remains in the middle of the living room.Ive left multiple messages for **** ******, the store manager, and have received no follow-up or resolution.This situation is unacceptable. My tenant is now extremely frustrated and may leave the apartment due to this ongoing issue. Im seeking immediate action to have the icemaker installed and the old refrigerator removed.Please help resolve this matter.

  

  Business Response

  Date: 06/07/2025

   

  In regard to BBB complaint 23377242

  Thank you for the opportunity to respond to the customers
  complaint. 

  We apologize for the issue, our store managers were in contact with the customer and was able to complete the ice maker installation for them. 

  Any further questions or concerns, please direct them to my attention. 

  
  
  Yours truly,
  

  Robin Thomas
  Manager Customer Operations
  BrandsMart U.S.A. 

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing an extended warranty for my dishwasher, they are failing to honor it.A technician was at my house twice and really didn't know what he was doing. he spent most of the time on the phone with his office. After the second appointment he said he had to order parts. After 2 weeks I called, and they said it wasn't covered due to an infestation of bugs. There are no bugs. He couldn't fix it so he made up a story for his office so he wouldn't have to come back. Every time I call the service department, I get a run around with no answers.

  

  Business Response

  Date: 06/05/2025

   

  In regard to BBB complaint 23402206

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue, unfortunately the warranty company has denied the claim for this customer due to the item was infested.  

  Any further questions or concerns, please direct them to my attention. 
  

  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 06/05/2025

  There is no infestation. The so called technician was out twice and did not know how to fix the dishwasher. He was on the phone most of the time and probably was told to make up the story of infestation. My wife had to show him how to remove the dishwasher from the cabinet and put it back in. He said he changed the drain hose, but its still the original. There was no problem with the drain. Anyone can see its the celonide for the fill cycle. Its a $39 part, but he did not have any idea. 

  Customer Answer

  Date: 06/05/2025

  Also Id like to know how the leaking jet dry has anything to do with an infestation?

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23402206
  
  

  There is no infestation. The so called technician was out twice and did not know how to fix the dishwasher. He was on the phone most of the time and probably was told to make up the story of infestation. My wife had to show him how to remove the dishwasher from the cabinet and put it back in. He said he changed the drain hose, but its still the original. There was no problem with the drain. Anyone can see its the celonide for the fill cycle. Its a $39 part, but he did not have any idea. 

  Also Id like to know how the leaking jet dry has anything to do with an infestation?

   

  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 06/16/2025

   

  In regard to BBB complaint 23402206

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue, we have asked the warranty company to send another service company for a second opinion. 

  Any further questions or concerns, please direct them to my attention. 
  

  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 06/23/2025

  Still waiting for electronic service center to receive the parts they need for the repair. 
  

  thank you,

  ****

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23402206
  
  

  Still waiting for electronic service center to receive the parts they need for the repair. 
  

  thank you,

  ****

  
  

  

  Business Response

  Date: 06/26/2025

   

  Thank you for requesting more information on this complaint. 

  Unfortunately this was an issue that the customer had with the warranty **********************, which we are still assisting them with.  

  The warranty company originally denied the customer's claim due to there were infestation in the unit.

  We were able to get them to re open the claim for the customer, and was able to force them to send another service company for a second opinion.

  As per Guardsman ( the warranty company ) the parts are on order for this customer at this time and they will be completing the repair. 

  Any further questions or concerns, please direct them to my attention. 

  
  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A

   

   

   

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23402206
  
  I am rejecting this response because:
  I just received a call from the service company and they said they cant get parts for this dishwasher. 
  Will someone from BrandsMart be contacting me?
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 07/02/2025

   

  In regard to BBB complaint 23402206

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue, we were able to get the warranty company to issue a credit for the customer. 

  We are currently waiting for the customer to visit our local store location to reselect. 

  Any further questions or concerns, please direct them to my attention. 

  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thanks to the warranty company for standing up to their comment  Guardsman  

  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:05/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Copy of letter attached

  

  Business Response

  Date: 06/09/2025

   

  In regard to BBB complaint 23388214

  Thank you for the opportunity to respond to the customers
  complaint. 

  We apologize for the issues, we have tried to contact the customer for more information and have left voice males for them to contact us back. 

  Unfortunately this order is over two years old and we don't have much information. 

  Any further questions or concerns, please direct them to my attention. 

  
  Yours truly,
  

  Robin Thomas
  Manager Customer Operations
  BrandsMart U.S.A.