Complaints
This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 345 total complaints in the last 3 years.
- 123 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/11/2024
Type: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.
On 10/10/2024 I purchase a refrigerator from Brandsmart the salesmen name on my receipt is ***. I paid ******* for a ******* model #RF 18A5101SR, once paid for I was told by *** I would receive a text from the delivery company on 10/11/2024 with a delivery date and time. On 10/11/2024 at around 2:02pm I received a text from the delivery company and confirmed the delivery for 10/12/2024 from 3pm - 7pm. I then receive a call around 5:30pm on 10/11/2024 from a supervisor stating that they didn't have the refrigerator in stock. I stated didn't the salesman know that yesterday when he sold it to me. The supervisor stated he didn't know, and then asked what I wanted to do, I stated I wanted to cancel my order. The supervisor them transfer to customer service it took 28 minutes for someone to pick up.
Business Response
Date: 10/23/2024
In regard to BBB complaint 22413320
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have tried to contact the customer but wasn't able to get in touch with them.
We see that this order was already canceled and refunded back to the customer's method of payment.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.AInitial Complaint
Date:10/09/2024
Type: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.
On 9/2, I purchased a ******* Washer/Dryer combo. The following Saturday, the appliances were delivered. The delivery men pointed out that the washer was scratched and the dryer was dented on the right side towards the bottom. A credit was offered for the scratch and dent. The scratch was minor so I accepted the washer I explained if the dryer works fine with the dent, i'll accept it. When the dryer was installed and the maintenance guy did a test run, the dryer drum scrapes the dented side and makes a very loud noise while running. I declined it I am now going on the 5th delivery for a dryer as they all have been dented. I went to the store and assistant manager ******* assisted me. He arranged for another delivery directly from the store with an inhouse delivery person the week of 10/8. He said he would check on a credit regarding the ordeal and call me the next week. It is now going on 3 weeks and ******* never called about the credit. I did receive a call from someone else stating that a 3rd party will deliver the dryer. I explained that is not what was discussed and this person that was not ******* stated he will call me back. There has been no resolve for the dryer I purchased over a month ago or credit that was offered. It feels like this store is taking advantage of me and not taking my time or concern seriously. The customer service team has been rude, not helpful, and hung up on me. I am a working single woman tussling with this situation, several delivery men coming to my house for unproductive visits, and being ignored by the assistant manager. I have emailed ******* several times and he has yet to reply. I am totally frustrated. Today I received a call that another 3rd party vendor will deliver the dryer which was the issue the previous 4 times. ******* said it would all be in house. I refused the 3rd party option and now waiting on a call back for next steps. I will never purchase from BrandsMart again as this has been a nightmare.Business Response
Date: 10/15/2024
In regard to BBB complaint 22391529
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our store managers have already contacted the customer and completed the delivery for them.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:10/03/2024
Type: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.
07/04/2024, I went and bought appliances that were discounted because of the 4th of July sale. There was a promotion that if you buy 4 items you would get $400 gift card and ******* also had a $300 gift card when buying 3 or more of their items. After waiting 90 days, my cooktop has not been delivered yet and there is no estimate time for delivery. I built my kitchen taking into consideration the measurement of the ******* cooktop I bought. Now 3 months later, I don't have a cooktop, no gift card because since the item has not been delivered, there is no serial number to apply to the promotion and I have a hole in my kitchen's countertop that will need to be redone because of the false advertisement this store was giving. I have tried calling the customer and delivery centers and no-one cares. The sales person that helped me was very kind and has tried his best to assist me but nothing works. Now the manager wants to sell me a different cooktop that is 3 times more expensive because is the only one in stock.Business Response
Date: 10/15/2024
In regard to BBB complaint 22376611
Thank you for the opportunity to respond to the customers complaint.
We apologize for this issue, our store managers are in contact with the customer and are trying to find a resolution for this issue.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 10/21/2024
Complaint: 22376611
I am rejecting this response because:the solution they offered was for late November. I dont have that kind of time and they did not want to offer a similar item for the same price. Also they did not provide the gift card from the promotion on the purchase time for buying multiple appliances.
Sincerely,
***** *******Business Response
Date: 10/23/2024
In regard to BBB complaint 22376611
Thank you for the opportunity to respond to the customers complaint.
We were in contact with this customer and was able to provide a positive resolution for this issue.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 10/28/2024
Complaint: 22376611
I am rejecting this response because: I am still waiting ******* Rebate.
Sincerely,
***** *******Business Response
Date: 10/29/2024
In regard to BBB complaint 22376611
I have spoken with the customer and was agreed to issue a refund of the unit that wasn't delivered to the customer along with an additional refund of $300 for the rebate that the customer lost due to the delay in delivery.
These refunds were done on the same day from us.
I will attach a copy of the credits as well with this response.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 10/30/2024
Complaint: 22376611
I am rejecting this response because: The $300 was a rebate I received from brandsmart usa but there was also a $300 from ******* that expired on early October and I am working with ******* to get a resolution since it was not my fault that it expired. I will remove the complaint once everything is sorted out. ***** did call me and offered exceptional service.
Sincerely,
***** *******Initial Complaint
Date:09/03/2024
Type: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 ordered a ************** from Brandsmart online portal in May 2024. I never received ************** from them as they were out of stock. I ended up buying from ******. I started receiving bills from Brandsmart for the product I never received. I called them 100 times. It takes hours to connect to a person. They all assure me that I won't be charged but they are still sending bills and late charges to my Synchrony account. I'm 72 years old person. This is mental harassment for me. Nobody is ready to correct their mistake. What they want me to pay for? I never received anything from Brandsmart. What am I being charged for?Business Response
Date: 09/04/2024
In regard to BBB complaint 22235470
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have already spoke to the customer and have refunded the balance back to their method of payment.
Any further questions or concerns, please direct them to my attention,
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:08/30/2024
Type: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.
We bought a living room set back in June 2024 and we received the recliner and recliner couch within the first week of ordering. But we were told the ******** was on back order. We waited and checked the tracking periodically and they never called us to tell us the loveseat was in stock. We called 2-3 days ago and they said it was there and they would schedule delivery. Today was supposed to have been the day of the delivery and no one called or anything, I took the day off to be home for the delivery and we received no call or text letting us know it wasnt going to be here. We had to reach out to them and all we were told it wasnt put on the delivery truck. We tried several times to reach someone about the matter but everyone we talked to was just trying to get us off the phone. The issue so far has NOT been resolved. We have called the store several times with no resolution and also corporate. But they tell us it will be delivered and it never is. We have done the confirm your delivery several times. As far as we are concerned we will never ever buy from BrandsMart USA again.- ***********, ** LocationBusiness Response
Date: 09/15/2024
In regard to BBB complaint 22215908
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have already contacted the customer and have issued a full refund back to their 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: 09/27/2024
Better Business Bureau:
It took some fighting to get the furniture returned and get the money back but both have been resolved.
Sincerely,
***** ******Initial Complaint
Date:08/30/2024
Type: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 am a 74 yr old woman who purchased a refrigerator less than 2 years ago form ********* along with a warranty. The fridge broke and a technician came to look at fridge Tuesday Aug 13th, what was wrong and then they stated the would be back that week to fix the fridge by Friday. They did not show up, They then pushed the appt to Wed of the following week and did not show up again, and the same happened on Friday the 23rd where they sent message stating they would be back and they never showed. Every time we call they refuse to let me speak with a manager or just hang up the phone on me. When I called the store the manager simply said its not my store, what do you want me to do about it. I have had close to $1,000 of food go bad, wasted 4 days of my life waiting with no resolution. They seem to not care about helping me and also are rude and say it is not their problem. As a retiree on a fixed budget the amount of food that was spoiled really has an affect on my funds. It is difficult for me to drive daily to get food as well. No one seems to care and I am not sure what to do at this point as I specifically purchased an expensive warranty and they seem to not care for their customer in any way. I ask that you please help assist any way possible to get this to a resolution. I greatly appreciate your assistance in this matter.Business Response
Date: 09/04/2024
In regard to BBB complaint 22195925
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service managers are in contact with the customer and was able to confirm that the unit was repaired up to the manufacture standards.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:08/30/2024
Type: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.
8/9/24 I ordered a dishwasher on their website, Dishwasher $429.99, haul away $49.99, tax *****, shipping/handling *****, for total $572.37. NO WHERE did it say that I had to remove the old dishwasher myself for them to haul it away, nor did it mention "installation" separate from shipping/handling. My reasonable assumption was that delivery people would install the new dishwasher and take the old one away. I bought many appliances from them over the years - including web orders and that has always been the case. 8/12/24 they dropped off the crate with the dishwasher & refused to either install or haul away, I called Brandsmart; The unidentified woman who answered refused to refund either the haul away or the shipping; when I asked for a supervisor, she hung up on me. After several calls, I spoke to "******" who said she sent msg to management so I would get a full refund including shipping. 8/15/24, Brandsmart picked up the dishwasher, still sitting unopened in its crate. I received no receipt at that time, either by paper or email. 8/20/24 I called again, told ****** I had not received the refund. She said it takes 3-5 business days from the date the dishwasher was picked up, so should get it 8/22/24. 8/22/24 I called again, told ****** still no refund. She said I should have it by the next day, 8/23/24. 8/27/24 I called again, told ****** still no refund. ****** said it takes 5-7 business days, should have it Thursday 8/29. 8/29 I called again, spoke with "*****," who said a different department handles refunds it had been sent to them, confirmation she gave me was *****, said I should have it in 24 hours. 8/30 I received a "refund" to my credit card in the amount of $396.43. I have no idea where that number came from, but it is $175.94 short & less than the cost of dishwasher alone! Again, I called *****, She said there was a "revised ticket" (?????) and that's where that amount came from. I have no information about that.Business Response
Date: 08/31/2024
In regard to BBB complaint 22218919
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 on 08/29/2024.
This may take two to three business days for the bank to post the money back to the account.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 09/10/2024
Complaint: 22218919
I am rejecting this response because:
I only received refund of ******. I have no idea where that number came from, but as stated in the original complaint, it is $175.94 short of a total refund of what I actually paid. I was promised a total refund of purchase price, shipping, and everything. I suggest that the business actually reads the complaint details.
Sincerely,
******* *****Business Response
Date: 09/19/2024
In regard to BBB complaint 22218919
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that the customer was charged a restocking fee and the original delivery fee wasn't refunded.
I have issued a refund off the full amount back to the customer's method of payment for this inconvenience.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:08/28/2024
Type: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.
Good Morning,On 12/30/23, I purchased 4 Frigidaire kitchen appliances at the ************************************************ location for kitchen remodel project. We decided to make an advance purchase to take advantage of a End of ************ promotion that Brandsmart was running at the time, were we would get $400 rebate (via a giftcard). We scheduled to receive the items around the April.When attempted to file the rebate claim I was asked for the serial numbers of each appliance which I would not have since the appliances until later in 2024. I explained this via email to the company that was running the rebate intake for Brandsmart, I provided copies of the invoice/receipt and after multiple emails was rejected for the request. At the same time I engaged directly with the Brandsmart management team at the ************* Sunrise location and explained the situation. They promised to take care of it and to their credit after many months we did get a rebate in mail, but it was only for $200. Obviously not we expected asd we expected the amount to be $400.All that I am asking is to receive the full amount that was originally agreed upon per the End of ************ promotion.Thank you!Business Response
Date: 08/31/2024
In regard to BBB complaint 22207568
Thank you for the opportunity to respond to the customers complaint.
We apologize for this issue, we have attempted to contact this customer but weren't able to speak to them.
We have issued a refund of $200 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: 09/03/2024
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:08/27/2024
Type: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.
We bought two sets of sofas from BrandsMart on July 21, 2024. They were supposed to be delivered on August 24th. We received a text message and an email stating that the sofas would be delivered between 4 PM and 8 PM. However, on the day of delivery, we did not receive anything.Since we had already received confirmation, we got rid of our old sofas and cleared the space. Now, we dont have the old sofas or the new ones. I have called the company many times, but they just transfer the call to the local store. I have also visited the store a couple of times, and the manager told me they do not know when or if the sofas are going to be delivered.The store doesnt have any information, and when I call the company, they just transfer me back to the local store.Business Response
Date: 08/31/2024
In regard to BBB complaint 22201448
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 for a possible solution.
At this time customer has agreed to wait for this unit to get back in stock.
Any further questions or concerns, please direct them to my attention.
Yours truly,***********************
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 08/31/2024
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,
*************************Customer Answer
Date: 10/15/2024
Complaint: ********
Hi I am reaching out regarding case #********. After opening the case two months ago, Bradmart reached out to me and promised they would deliver the furniture by the first week of October. Today is the 14th, and I still dont have the furniture and havent received any affirmative answers from them.
Sincerely,
******* *****Business Response
Date: 10/22/2024
In regard to BBB complaint 22201448
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have just received this unit is stock at our Florida DC and are transferring to our ****** ******************* to be deliver to the customer.
We have already spoke to the customer and they are willing to wait for this unit to be delivered to them.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.ACustomer Answer
Date: 10/24/2024
Complaint: 22201448
I am rejecting this response because I would like to send the below message to the manger as she has not given a phone number or email addess to deliver the message.Im writing to express my frustration with the repeated failure to deliver my sofa, which was originally ordered in July. To date, I have received delivery confirmation emails twice, yet the sofa has not been delivered. The first time I received confirmation, we even got rid of our old furniture to make space for the new one, which has only added to the inconvenience.
Could you please explain why the delivery has been repeatedly delayed and provide a firm guarantee that the sofa will be delivered this time? Given the multiple issues so far, I need assurance that this will be resolved without further delay. Please provide a concrete delivery date or confirm that compensation will be offered for this inconvenience.
I hope you understand the trouble this has caused, and I look forward to a prompt and satisfactory resolution.
Sincerely,
******* *****Customer Answer
Date: 10/29/2024
Do you if Brandsmart has any update for me about case # ********?Customer Answer
Date: 10/29/2024
I`ve just received the text message that they are delivering the sofa fomorrow. lets seeBusiness Response
Date: 10/31/2024
In regard to BBB complaint 22201448Thank you again for the opportunity to assist with this issue.
We have confirmed that the delivery was completed for this customer on 10/30/2024.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 11/14/2024
Hi
The issue has been resolved. they have delivered the furniture after three months
KP
Customer Answer
Date: 11/19/2024
Better Business Bureau:Hi
The issue has been resolved. they have delivered the furniture after three months
KP
Initial Complaint
Date:08/21/2024
Type: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.
July 2nd I purchased some furniture from Brands Mart, a dresser and mirror. Delivery date was set for July 11 from *********. After 1700, i called the store to see when I would receive my delivery. The store informed me the item was no longer available and I would receive a call once it was back in stock. I never received a courtesy call or anything. No one ever returned my call. After numerous calls and a whole month later, I finally received another delivery date for August 9. Same scenario, I waited and waited and never received my delivery. I checked the tracking number and the delivery date had been changed again with no courtesy call. The new delivery date was set for August 14. Nothing. Tracking set a new delivery date for today, August 20th. I just checked the tracker and guess what. A new delivery date for August 27th has been set. At this point I am no longer calling the store. I don't even want the furniture I just want my money back and not store credit. This place is very unprofessional. I can provide supporting documents if necessary.Business Response
Date: 08/24/2024
In regard to BBB complaint 22170716
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our store managers are in contact with the customer and have arranged a delivery for them for 08/26/2024.
Any further questions or concerns, please direct them to my attention.
Yours truly,***********************
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 08/27/2024
Complaint: 22170716
I am rejecting this response because:
I am continually getting the run around regarding my refund. When I call the store the employees are rude, placing me on hold for very long periods, and keep hanging up on me.
Sincerely,
*******************************Business Response
Date: 08/31/2024
In regard to BBB complaint 22170716
Thank you for the opportunity to respond to the customers complaint.
We see that a refund of $307.78 was processed back to the customer on 08/27/2024.
Our store managers at this location made multiple attempts to reach out to the customer but we weren't able to speak to them.
Any further questions or concerns, please direct them to my attention.
Yours truly,***********************
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 09/08/2024
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,
*******************************
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