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

  4815 S State Road 7 Davie, FL 33314-5646

  
• 

  BrandsMart USA

  7260 N Kendall Dr Miami, FL 33156-7822

  
• 

  BrandsMart USA

  10 S Compass Way Dania Beach, FL 33004-2371

  
• 

  BrandsMart USA

  4000 Mount Zion Pkwy Stockbridge, GA 30281

  

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:05/22/2024

  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 ******* 75" Crystal ** on this business' website to include delivery. I was emailed a delivery date of 5/17, nothing arrived. I called the business, was told item was out of ************ Would have to call me & rectify. I never heard from anyone, called Tuesday morning, tt 2 employees, put on hold for over 20 minutes and xferred to another # that rang & rang. I did file a dispute with my credit card company; I want to ensure I am refunded & other customers made aware of very poor customer service.

  

  Business Response

  Date: 05/31/2024

   

  In regard to BBB complaint 21741166

  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: 05/31/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:05/21/2024

  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.

  I purchased a floor model big screen ** May 14th at the BrandsMart Location in ********** (*******************) and the ** was delivered on May 16th in the afternoon by 2 men in a truck, only wrapped in Bubble wrap. The delivery men refused to install/mount the ** as I had not purchased this service and left the ** laying (on its screen) on my couch. The next day I mounted the ** on the wall with the help of a friend and when I tuned the ** on and set it up, I noticed that the screen was damaged. There was a big blur on the top and lines going down and across. I contacted the store to try to resolve the problem and the store did absolutely NOTHING about it saying that it was not their fault and therefore not their problem, that their delivery guys who delivered the ** wrapped in one layer of bubble wrap, loaded on the floor of a truck and laid screen down on my couch, were not responsible for the screen being damaged. They told me to call the warranty and deal with them.The disregard and dismissal of the store is astonishing, not only their manager lied saying the delivery men took pictures of the working tv at my home (which they refused to show me) but also showed ZERO regard for the customer. In addition to all of this, the sales person added a screen cleaner ($19.00), a pack of water ($4.80) to my purchase which I did not need nor want saying that it was free. BrandsMart also charged me $79 for legs/stand that were NEVER delivered. THIS IS AN ABSURD!!This is the last time I am EVER purchasing anything at BrandsMart and I would like the BBB to intervene and assist me in having this ** replaced or returned for a full refund. I do not want to have to deal with these people ever again!

  

  Business Response

  Date: 05/31/2024

   

  In regard to BBB complaint 21741948

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

  We see that this unit was delivered to the customer on 05/16/2024 and no damages were reported at the time of delivery. 

  Please see the attached picture that our installers took which shows no damage to the television. 

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

  
  Yours truly,

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

• Initial Complaint

  Date:05/17/2024

  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 ordered items off of their site on 4/21/24 and still havent received it. ***** claims they sent it back to them and has a signature on file but the business will not resend the items nor issue a refund. I want it overnighted to me free of charge.

  

  Business Response

  Date: 05/23/2024

   

  In regard to BBB complaint 21727457

  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: 05/26/2024

   
  Complaint: 21727457
  
  I am rejecting this response because:
  I was not refunded for shipping 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/31/2024

   

  In regard to BBB complaint 21727457

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

  We see that the full amount was refunded back to the customers method of payment on 05/17/2024.
  

  Any further questions or concerns, please direct them to my attention. 
  
  Yours truly,
  
  ***********************
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21727457
  
  I am rejecting this response because:
  I was never refunded the shipping.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/07/2024

   

  In regard to BBB complaint 21727457 

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

  We see that the customer did not paid for shipping on this order to be refunded back to them. Please see the attachment in our last response which shows the full amount was refunded back to the customer on 05/17/2024. 

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

   

  Yours truly,
  

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

• Initial Complaint

  Date:05/17/2024

  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.

  I have attached a PDF with more detailed info than I am able to describe here.I would like you to help me with an issue that I have had with ****************************** warranty **. I know that I should have had **ntacted you before now, but this issue is still unresolved. I was still trying to deal with Brandsmart cust *********** warranty ** thru this past Aug 2023. They delivered 3 defective upright freezers to me, incl. the last one they delivered. Ice forms inside the freezer **nstantly. While it was still under warr, I called Winia beg of Feb 2023 & expl the situation. They sent a svc ********** tech said I needed a new door bec the seal is faulty.He said to wait 2-3 wks for a new door to be delivered. I waited >month & never recd a new freezer door. I called ***** the beg of March 2023 again, & they told me to call Brandsmart & ask for the mgr.I called Winia back & they said that I would need to return the freezer to Brandsmart & the mgr would replace it. How is a 63-year-old woman supposed to hoist an upright freezer on top of her car & take it to Brandsmart? I again tried calling Brandsmart several times over the past several months.Every agent that I spoke to about this matter was so rude, **ndescending, & extremely unhelpful. I had one agent tell me that I **uldnt just call Brandsmart and tell them I wanted a new freezer. And then hung up. That was after I had told them I had had warranty and it was agreed-upon between the warranty company and Brandsmart to replace my freezer. Absolutely no one at Brandsmart would help me. I **uld never get the warranty company to help or be a liaison in this situation. The warranty company would tell me to deliver it myself back to Brandsmart.All I want, is for my freezer to be replaced with a proper functioning **mparable freezer (with, at min, the same features installed on the one that I had bought & paid for) that actually works properly. I want the same free delivery and pick up that I had before. Thats it.

  

  Business Response

  Date: 05/31/2024

   

  In regard to BBB complaint 21725728

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

  We apologize for this issue, we have contacted the customer and was able to assist them with a replacement. 

  Customer is scheduled for an exchange for 06/04/2024. 

  Any further questions or concerns, please direct them to my attention. 
  
  Yours truly,
  ***********************
  Manager Customer Operations
  ********************** U.S.A. 

• Initial Complaint

  Date:05/15/2024

  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 ordered a Washer and Dryer online with Brandsmart and after going back and after being told that the dryer was out of stock in ** that a dryer would be sent from **. I received a text on 5/13/2024 to confirm delivery for 5/14/2024 between 11 AM and 3 PM. After having someone wait at my house for 5 hours 11-4 (to be sure) I never received a call and reached out to brandsmart only to be told that they had not sent the the Dryer. Overall extremely unhappy with the services received. I attempted to originally purchase a model in the store only to be told that they will not sell a floor model. I was told prior to the delivery that it would be two-three weeks to receive the dryer and after being told I cancelled the order only to be told that a dryer would be shipped.

  

  Business Response

  Date: 05/20/2024

   

  In regard to BBB complaint 21712096

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

  We apologize for the issue, we have contacted the customer and have confirmed that the delivery was completed today. 

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

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

   

• Initial Complaint

  Date:05/14/2024

  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.

  Dear BrandsMart USA,I recently purchased a ******* fridge, model RS28CB760012, from your *********************** store. While the service provided by your representative, *****************************, was commendable, I am writing to express my disappointment with the overall purchase experience.On March 30th, 2024, I paid $1489.00 for the fridge and $1558.99 for warranty, insurance, and freight forwarding services to have the item delivered to the *******. Despite informing ********************** that I required the fridge to be shipped to a freight forwarder for delivery to the *******, upon receipt, I discovered that it had been sent unboxed. This resulted in the fridge sustaining damage on both sides during transit.Despite raising my concerns with **********************, the proposed solutiona 20 percent discount amounting to $297.80falls short of adequately addressing the situation. This discount is disproportionate to the total amount paid for the new fridge and shipping, which amounted to $2153.99.I urge you to reconsider your resolution and provide a more appropriate compensation that reflects the inconvenience and disappointment caused by this oversight.

  

  Business Response

  Date: 05/23/2024

  
  In regard to BBB complaint 21709111

  Thank you for the opportunity to respond to the customers complaint. 
  
  We apologize for the issue, BrandsMart USA does not pack or unpack a refrigerator before our delivery. 

  Please see the pictures attached which shows the package on the unit from ******* itself. 

  This unit was delivered to Tropical Shipping on 4/02/2024 and no damages were reported. 

  Unfortunately at this time, customer will need to open a damaged claim with Tropical itself. 

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

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

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21709111
  
  I am rejecting this response because BrandsMart did not advise of their packaging policy.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/09/2024

  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.

  Purchased an ** Washer model WT7305CW at Brandsmart Nov 2, 2020 and the device has been malfunctioning since then. There have been several attempts to repair product and still it is not working.The repair company at Brandsmart will not replace or give me a cash out so I can buy a unit that works.I have attempted to speak to ****** supervisor at Warrant Tech and he advise they could not do anything but keep trying to fix it. They have already replaced an electrical board and now want to replace the motor. At first they said it was working fine until a technician came and was able to replicate the issue where washer will not complete cycle to rinse and an error 6 display then wash stops leaving all cloth wet.This is poor customer service and I believe as a customer I have been plenty patient waiting for 4 years for product to get repaired but they keep ordering parts that does not repair unit.

  

  Business Response

  Date: 05/16/2024

   

  In regard to BBB complaint 21690985

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

  We apologize for the issue, our service managers have confirmed that we have received the parts and have fixed the unit for the customer. 

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

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

• Initial Complaint

  Date:05/08/2024

  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.

  I PURCHASED A ***** IN JANUARY 2024, A FEW WEEKS LATER IT WAS DELIVERED. WITHIN ONE WEEK OF HAVING THE ***** IT STOPPED RECLINING. I CALLED BRANDSMART THE FIRST WEEK OF FEBRUARY THEY ADVISED TO REACH OUT THE MY EXTENDED WARRANTY. IT TOOK OVER 1 MONTH FOR THE EXTENDED WARRANTY TO REACH OUT TO ME TO ADVISE ME THAT I NEED TO CONTACT THE STORE BECAUSE THERE IS A 1 YEAR WARRANTY WITH BRANDSMART. I CONTACTED THE STORE BACK AND THEY ADVISED A ****NICHAN WOULD COME OUT, THE **** DID NOT COME OUT BECAUSE THE COMPANY ISNT EVEN LOCATED IN THE SAME STATE. IWAS ADVISED BY GABBY (HER PHONE NUMBER IS ************) SHE WOULD HAVE A RESOLUTION WOULD CONTACT ME BY THE END OF THE **** ***** DID NOT REACH BACK OUT, I CALLED HER THE NEXT MORNING AND SHE ACTED AS IF SHE NEVER SPOKE TO ME OR KNEW WHAT WAS GOING ON. SHE THEN ADVISED SHE IS WAITING ON CONFIRMATION FROM THE STORE AND THAT WAS ON 4/17/2024. I HAVE NOT HEARD ANYTHING SINCE! THIS IS ABSOUTLY RIDICULIOUS.

  

  Business Response

  Date: 05/18/2024

   

  In regard to BBB complaint 21684281

  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 schedule an exchange on this unit for them. 

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

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

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21684281
  
  I am rejecting this response because: we still have not received a replacement! We were advised a new one would be delivered yesterday! However, no one ever came. We called BrandsMart today and they advised it is NOT in stock. So what was suppose to be delivered yesterday????? 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/07/2024

   

  In regard to BBB complaint 21684281

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

  We apologize for this issue, we have already contacted the customer and confirmed that the the unit was replaced for them on 06/03/2024. 

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

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

• Initial Complaint

  Date:05/06/2024

  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.

  Good Morning I Purchased a ******* Washing Machine on January 13, 2024 in the Amount of $636.62 from Brandsmart USA at the ************************************************** The Sales Person explained a 1 year factory warrant on the Product The machine is currently not completing washing cycle once it reaches the Rinse Cycle it pause for 2-3 hours. I called and explained the issue requesting the product be replaced. They continue to send Technicians to my home and issue remains the same.I am seeking help to get this product replaced or a refund I have 3 payments left on the product which I canceled the auto until further notice.I have attached the Receipt and Previous payments Please help.Thanks ****************** ************

  

  Business Response

  Date: 05/17/2024

   

  In regard to BBB complaint 21671204

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

  Our service technicians made two visits to this customer and concluded that the unit is functioning to the manufacture standard.  

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

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

• Initial Complaint

  Date:05/03/2024

  Type:Delivery 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.

  Re invoice #******* On 25 Apr 2024 I contacted the store via telephone to purchase appliance for onward delivery to the ************** via a freight forwarder located in *****, **. The sales representative provide a invoice number and wire instructions for settlement via wire transfer which was made on 26 Apr 2024. Upon inquiry on 30 Apr 2024 I received an email response from BrandsMart acknowledging receipt of the wire advising that same had been forwarded to the local store for assistance. The same day I was advised by the sales representative that delivery would be made in 2 days (I.e. 2 May 2024). Upon further inquiry on 3 May 2024 I received an email advising that "the refrigerator was out of stock to be deliver to you yesterday". Since making payment the level of customer service and has declined. In particular, there has been a significant lack of communication or regard for customer care. Specifically, no receipt was provided to acknowledge receipt of the payment nor was I informed of the item being out of stock. In fact, I was provided an incorrect delivery date and only notified of the item being out of stock upon BrandsMart failure to deliver. To date I have not been advised of the expected date on which the item will be restocked and subsequent delivery date nor have I been offered the option of a refund or to select an alternate item. As an international customer who have shopped with ********************** previously I am highly disappointed with this experience and it is highly unlikely that I will purchase from BrandsMart in the future as it is evident that customer satisfaction is of no importance once the sale has been completed.

  

  Business Response

  Date: 05/09/2024

   

   

  In regard to BBB complaint 21664540

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

  We apologize for the issue; our corporate office is in contact with the customer and have cancelled the order and in the process of wiring the money back to her account. 

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

  
  Yours truly,
  

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

  Customer Answer

  Date: 05/10/2024

  BrandsMart attempted to make a credit card refund on 8 May 2024 which failed unbeknown to them. Had they reviewed their records this would have been easily identified and alleviated further delays and frustration. Instead BrandsMart provider a copy of the rejected transaction and erroneously advised that the refund had been made. After pointing out the obvious error, BrandsMart eventually opted to refund the payment via the original payment method which was subsequently received via wire transfer on 9 May 2024.  I am a avid online shopper that interact with various merchants on a regular basis and note that BrandsMart has the worse customer service I have ever encountered!!! 

  Customer Answer

  Date: 05/10/2024

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