Complaints

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

close

Find a Location

BrandsMart USA has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  2918 Buford Dr Buford, GA 30519

  

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:07/12/2024

  Type:Product 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.

  On June 24,2024 we purchased a Midea refrigerator from Brandsmart in *********** ga that came with a $100.00 rebate. At the time of purchase the salesman ************************* said Brandsmart would contact us via mail for the information regarding the rebate. I contacted Brandsmart today and learned there was a form to be filled out before the rebate was to be issued. We paid for Brandsmart to deliver, install, and remove the existing faulty Refrigeratot. We never received a receipt as we left the store that day and made payment over the phone via debit card the same day. We later learned the driver left our receipt assuming with our tenant.We buy a lot of appliances with Brandsmart, and for the most part always happy. We just want our $100.00 rebate. You can contact me at ************ **** **** properties ****

  

  Business Response

  Date: 07/20/2024

   

  In regard to BBB complaint 21982164

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

  We apologize for the issue, We have contacted 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: 01/10/2025

   
  Complaint: 21982164
  
  We are a property management company that purchased in December a Midea refrigerator, - whirlpool oven, that's brand smart delivered and installed in 1 of our tenants home. When we asked about the ****** rebate ******* stated the paid invoice would have the model-serial number and we could file the rebate online. After we paid for appliances in store and got home we noticed there was a model of the refrigerator but not the serial number we needed. We are a management company We do not have access to aquire the serial number in tenants home. We feel we were mislead information to complete the sale, and we're never going to recover the rebate. We buy often from ******, and would just like our 100 rebate issued back to our card.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/11/2025

   

  In regard to BBB complaint 21982164

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

  We see that a refund of $100 plus tax was refunded back to the customer's method of payment on 07/20/2024 for this rebate. 

  Please see the attached copy of the credit. 

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

  
  
  Yours truly,
  

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

  Customer Answer

  Date: 01/28/2025

  Ms. ***** ******, attached is the invoice we purchased on 12/26/2024, not on 07/12/2024..Yes we had this same identical problem back in July. When your dishonest salesman pushed the Midea refrigerator AGAIN on us we explained we couldn't get the last rebate because we needed the serial# off the unit. He stated he would have the installers text a pic of the serial # so we could file the rebate online. We buy a lot of appliances from BS, and can not believe a word the salespeople say. We just want our rebate. Thank u

  

  Business Response

  Date: 01/29/2025

   

  In regard to BBB complaint 21982164

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

  We apologize for the issue, we have contacted the customer and was able to rectify this situation for them. 

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

  
  Yours truly,
  

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

• Initial Complaint

  Date:07/12/2024

  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.

  At ******** Brandsmart, on March 30, 2024, I purchased a ******* Refrigerator RF31CG7400SR Product S/N OBXD4BCX301221F, as you can see highlighted in Exhibit A; The Product was sold as NEW, and I also got the premium protection plan;The Product was delivered and installed in my house on April 20, 2024, as you can see highlighted in Exhibit B;Between May and June 2024, I reported a door issue to Brandsmart ***************** Left door closes by itself.- See issue in Exhibit C following this link: Nevera *******.Between May and June 2024, a technician from ********* came to my house to fix the door. The door was not fixed, the technician told me to report it to *******;In June 2024, I reported it to *******, ticket # ********** On July 12, 2024, a Technician from ******* came to my house and reported to me that the Product is UNREPARABLE and the issue with the door is because there was A PHYSICAL DAMAGE BEFORE THE INSTALLATION -See *******s Technician report attached hereto as Exhibit ** The Technician showed me a silver tape put at the right bottom of the Product -BEFORE THE DELIVERY AND INSTALLATION- to repair or HIDE the damage. -See Picture attached hereto as Exhibit E-. In consequence, I WAS DECEIVED WHEN got a REPAIRED / REFURBISHED product instead of a NEW ONE. I WANT A REPLACEMENT FOR A NEW REFRIGERATOR, NOT REPAIRED NOR REFURBISHED, SAME MODEL. AS SOON AS POSSIBLE, I PAID FOR A NEW PRODUCT, NOT A RAPAIRED ONE. Thank you.

  

  Business Response

  Date: 07/20/2024

   

  In regard to BBB complaint 21981647

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

  We apologize for the issue, we have contacted the customer and was able to resolve the 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: 08/07/2024

   
  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:07/11/2024

  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 dishwasher, dryer and refrigerator total ******* . The dishwasher was installed on Thursday the 6-27. When I used the dishwasher on Saturday 6-29 water came out the sides of front door it would not seal. Called Brandsmart they were closed on Saturday for service. Called the installer, ******, he said to send him photos and he would turn into manager and get me a new one delivered. I called to advise Brandsmart on Monday the 1st of July and advised I would not be home I was on n vacation that week to bring the new dishwasher week of July 8th. I called back July 8th got ****** who disconnected me then I called back got ****** again and explained my situation again and she got me to ****** the manager and I again explained my situation to ****** who immediately put me on hold for 18 minutes never checked on me so hung up called back and got ***** again who put me on hold then got ***** who said they have to first ensure the product is faulty before replacing and ****** would come out Thursday the 11th of July and she would confirm this date with me. Was never confirmed so called Thursday the 11th and got ******* who had no record of this and after conversation said ****** would come at end of day. The dishwasher was $396.44 with tax and the install was $137.79

  

  Business Response

  Date: 07/17/2024

   

  In regard to BBB complaint 21973957

  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: 07/22/2024

   
  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.

  The manager, *****, handled this personally and the matter is resolved. 

  Thank you so much for your time and help in this resolution.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2024

  Type:Product 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.

  When I called, they put me on hold or put me back into the queue.They will not let me speak to the store manager. I do not want to speak to ****** who sold me the washing machine. She has not been helpful. I have called 5 times as they picked up a defective whirlpool washing machine and have yet to reimburse my Synchrony credit card for the amount of the washer, delivery and the hoses. I do not have BrandsMart's washing machine. They pull my account by my phone number ************. Please help. thanks

  

  Business Response

  Date: 07/12/2024

   

  In regard to BBB complaint 21945608

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

  We apologize for the issue, we see that a refund was issued back to the customer's method of payment on 07/05/2024. 

  This may take three to five business days for the bank to post the money back to the customer's account. 

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

  
  Yours truly,

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

• Initial Complaint

  Date:07/06/2024

  Type:Product 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 placed an online order with BrandsMartUSA.com on 9/25/23. I'm having a whole house Reno and shortly after placing this order I learned the work needed on my home would be much more extensive. I postponed my delivery until 5/25/24. During this time frame the model I really wanted which was out of stock when I placed the order came back in stock. As they were the same price, I requested the model number be changed which the delivery manager said wouldn't be a problem. I received a text, an email and an automated call to confirm my delivery. I was also told I would receive a call when the delivery driver was 30 minutes away from my location. I received no phone call and contacted them at which time I was advised that my item was not on the truck due to it being a "miss count". That means it showed in the system but couldn't be found in the ******* warehouse. I asked why at no point did someone not call to advise me of this? I was told they were just the person taking the call and didn't know why. I asked to speak to a Mgr. *****(?) the Mgr apologized, said he would have it transferred up from *******, and delivered the very next Saturday which didn't happen and again i had to call THEM to find this out. I spoke to another Mgr **** who assured me that he was going to go out on the warehouse floor, place my name on the refrigerator and ensure it was transferred to *******. He went as far as to say that he'd call me to confirm this had been done. Needless to say, i never heard from him and you guessed it, when i received the call that my delivery would be made in 30 minutes but had to again initiate a call to them because it wasn't there an hour later, i was again told it wasn't on the truck, wasn't in stock, they said "I don't know how you could've gotten a call" sarcastically as if i was lying, never apologized for my inconvenience and hung up on me when i asked to speak to a Mgr. Those were just a few examples. Total failed deliveries: 5/25, 6/15, 6/29 and 7/6.

  

  Business Response

  Date: 07/17/2024

   

  In regard to BBB complaint 21949621

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

  We apologize for the issue, our sales managers were in contact with the customer and was able to complete the delivery for them on 07/15/2024. 

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

  
  
  Yours truly,

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

• Initial Complaint

  Date:07/02/2024

  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 washing machine from Brandsmart USA and requested delivery service through this company. On April 29, my washing machine was delivered, and I was not aware that the delivery guys placed the packaging to include Styrofoam, cardboard and plastic wrappings at the opposite entrance of my building, instead of placing it in the large trash cans provided. I live in a housing community with strict rules and regulations, loitering Is prohibited. On May 2nd Photos were obtained by the *** after residents made several complaints. The trash was identified as belonging to me because the shipping label from the washing machine was still on the plastic wrappings. I was notified of a hearing on May 21. I attended the hearing which was held on June 12 and I was notified of these findings, presented with the photos of the evidence as well as fined $200 for leaving trash on the property. I immediately went to Brandsmart USA with my complaint and spoke with a manager *****************************, who agreed this should not be my responsibility to pay and stated he would assist In helping me obtain the $200 to cover the fine amount from the delivery company. I have provided pictures, the actual fine documentation, and have had no assistance since in obtaining the funds to pay this fine, which is due July 8. I have made several attempts to contact the manager and even speak to other **** managers on this topic. They continue to not take my calls Or state it is not their responsibility. I have had no luck in any management Brandsmart. Im only seeking To be given the $200 that is required to pay this fine due to them loitering on the property. Furthermore, I am shocked at the actions of the delivery company to leave large amount of trash on any lawn or building property for which they deliver items, these actions are unacceptable especially when trash cans are available to dispose of these items if necessary.

  

  Business Response

  Date: 07/12/2024

   

  In regard to BBB complaint 21930803

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

  We apologize for the issue our delivery managers have contacted the customer and are working with them for a positive resolution. 

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

  Yours truly,

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

  Customer Answer

  Date: 07/16/2024

   
  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:07/01/2024

  Type:Delivery 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 have been for a delivery of a washer and refrigerator since 6/25. I placed the order online on 6/22 with expected delivery date of 6/25 and was told it was not on the truck. Called CHAT team and spoke with ******* who assured me he had the appliances transferred to the warehouse and it would be delivered 6/27 and I spoke with *******'s manager ****, and he also assured us it would be delivered. 6/25 we received a call it was not on the truck for delivery, and it would be delivered 6/29. I spoke with *********************** on 6/28 who assured me it would be delivered 6/29. no phone call or delivery on 6/29. Call customer service on 6/30 and was told the items were on back order. Staring calling the corporate office number today and was interrupted each time mid sentence and transferred back to customer service. I am at lost for words and have no idea when my appliances will be delivered.

  

  Business Response

  Date: 07/11/2024

   

  In regard to BBB complaint 21926514 

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

  We apologize for the issue, we have already contacted the customer and have 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:06/27/2024

  Type:Delivery 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 was can flex. It I never received a refund.

  

  Business Response

  Date: 07/06/2024

   

  In regard to BBB complaint 21909685

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

  We apologize for the issue our accounting department looked in to this and was able to process the refund for the customer. 

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

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

  
  Yours truly,
  

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

• Initial Complaint

  Date:06/26/2024

  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.

  Brandsmart USA failed to deliver and install an icemaker that was included in my purchase of a refrigerator on July 4, 2023 that costed $1262.56. The refrigerator was delivered, but not the icemaker. The installation team assured my relatives they would return to complete the delivery and installation but never did. Despite multiple attempts by my relatives, who were residing in my house at the time, to contact Brandsmart, no response was received.Upon their move out in June 2024, I was informed that the icemaker had never been delivered. I personally called Brandsmart multiple times and, failing to get through, visited the store on June 23, 2023. I spoke with ****** in customer service, who promised that I would receive a call within 24 hours. No one called. Consequently, I visited the store again and spoke to the store manager, who assured me that my issue would be resolved.On June 27, 2024, I received a call from Brandsmart stating they would deliver the icemaker, but would not install it because I had the refrigerator for one year and that they would not take responsibility for the installation, despite my having a five-year warranty. I feel that I am being taken advantage of as a senior citizen. Last year was particularly challenging for me due to health issues, and had I known earlier that Brandsmart did not fulfill their installation responsibilities, I would have addressed the issue sooner.I have been a loyal customer and trusted ********************** to uphold their service commitments. Their failure to do so is unacceptable and has caused me undue stress and inconvenience. I kindly request the Better Business Bureau to assist in resolving this matter by ensuring that Brandsmart completes the delivery and installation of the icemaker as originally agreed.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.

  Customer Answer

  Date: 06/26/2024

  The dates in the following statements in my complaint have been corrected.  "June 23, 2023" was corrected to "June 24, 2024", and "June 27, 2024" was corrected to "June 26, 2024":
  
   I was informed that the icemaker had never been delivered. I personally called Brandsmart multiple times and, failing to get through, visited the store on June 24, 2024. I spoke with ****** in customer service, who promised that I would receive a call within 24 hours. No one called. Consequently, I visited the store again and spoke to the store manager, who assured me that my issue would be resolved. On June 26, 2024, I received a call from Brandsmart stating they would deliver the icemaker, but would not install it because I had the refrigerator for one year and that they would not take responsibility for the installation, despite my having a five-year warranty. 

  

  Business Response

  Date: 07/02/2024

   

  In regard to BBB complaint 21906344

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

  We apologize for the issue, we have already scheduled an installation for this ice maker for the customer. 

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

  
  Yours truly,

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

  Customer Answer

  Date: 07/03/2024

   
  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:06/24/2024

  Type:Product 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.

  Your system will not allow me to attach screenshots. I purchased a dining room set online today from Brandsmart USA **************. I opted to pick up at store to avoid the $109 delivery fee. I rented a truck to go get the item. About an hour after purchase, I received call from BM USA saying the item not in stock:Me: Why did it say it was available online?Agent: takes awhile to update, you will get a refund in 7-10 BUSINESS days Me: Refund? For what? There is no purchase. Why would you process my payment if you dont have the item?Agent: Hung up on me Called **************************** to the Dania warehouse. I was informed by ****** that there are at least 5 sets at warehouse down st from Dania store. ME: Great- when will they deliver to Dania store?******: They wont. You can come pick it up at warehouse but you will need to cancel this order, drive to dania in person, pay for it, get a ticket, then go to warehouse with ticket. ME: Cancel it? Its already canceled! ******: no, the person who hung up didnt cancel, so your $ wasnt going to be refunded it wouldve been held. ME: If its at warehouse down the street that feeds Dania store its products, why wont warehouse bring items to its store? ******: (paraphrasing) bottomline- only way warehouse will move it is if I pay AN ADDITIONAL $109 delivery fee.ISSUE: They took my money off my card knowing they couldnt fill order, then tried to bully me into paying another $109 for delivery. Now they are holding my funds for a product they knew they did not have!!!!!!!!!!

  

  Business Response

  Date: 06/25/2024

  In regard to BBB Complaint 2186001

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

  We apologize for the issue. We have contacted the customer, and a positive resolution has been made. 

  Any further questions or concerns, feel free to contact us directly. 

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** U.S.A.