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

  3305 Busbee Dr NW Kennesaw, GA 30144

  

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:05/03/2024

  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.

  Today 5/3/24, I was supposed to receive my second shipment from Brandsmart USA. They confirmed by email that my washer was going to be replaced because the original shipment the washer door came cracked from the warehouse. The purchase was made on Saturday 4/26, and delivered for the first time on 5/1. With the first delivery, I advised the door was cracked, I talked to my Sales Representative from *********** (***) she said I was going to receive the new washer today. Effectively I received an email with the confirmation and at 9:15 the delivery truck arrived at my door. I greeted the two delivery men and welcomed them into the house. Mr. ***** started shouting he didn't have the washer with him. I thought he was joking but he was looking very serious and upset about something. She came in, said he only came here to inspect the washer but he didn't have my washer nor I was going to receive one today. I showed him the ticket, and tried to explain the situation and he started shouting and screaming at me in Spanish, which I fully speak. He mistreated me as I have never been mistreated, didn't let me talk, said I had to talk to my Sales Rep, and kept shouting "You are not getting it, aren't you?". He yelled at me, I asked him to stop and not disrespect me in my own house and he left. He left without wanting me to give me his name. I got a video of his truck and license plate. I don't recommend anyone to go through this. I was mistreated, disrespected, and yelled at by a representative of *****, a company associated with Brandsmart for the shipment. This situation left me without the service I was confirmed to have, with my blood pressure high, and without a solution because I still don't have the washer. I don't recommend anyone dealing with this company, nor that employee. People with those manners should not work dealing with customers. I'm still waiting for an apology from the company.

  

  Business Response

  Date: 05/10/2024

   

  In regard to BBB complaint 21661931

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

  We apologize for the issue, our store managers contacted the customer and have taken care of this issue for them. 

  Please accept our sincere apology on this matter. 

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

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

• Initial Complaint

  Date:05/02/2024

  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.

  On June 2, 2021, I purchased a stove from BrandsMart. The stove started giving me problems and I purchased a warranty at the time of purchase. I called the warranty company and put in a claim February 5. 2024. I have made several calls to the warranty company. It's been three months and I'm unable to cook a hot meal for my family. This is very frustrating because I don't cook food out of a microwave. I have to purchase hot food to feed my family. Three months is too long to go without a stove. I just want to buy a new stove so I can provide my family a hot meal. This has cost a lot of fussing from my wife reference she is unable to prepare a hot meal for her husband and children. Please help me with this issue so Ican have peace in my home,

  

  Business Response

  Date: 05/10/2024

   

  In regard to BBB complaint 21659961

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

  We apologize for the issue, we have already issued a credit for the customer so that they may reselect another unit. 
  

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

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

• Initial Complaint

  Date:05/02/2024

  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 received a defective item from BrandMartUSA. I was then given a prepaid *** return label from ************. I returned the defective product and have not received the refund regarding my order. I have reached out to customer service *********************************************** and i am being ignored at this point. A *** claim was also filed and approved on my behalf and they will not reimburse me for the returned item. I have disputed this matter with my bank and will most likely get the issue resolved. I am here writing this complaint formally because I want to make other buyers aware of this companies customer service and how they do not care to help their own buyers. If you get a broken or defective item or want to return an item, they will ignore you even if their policy states they give a 30 day return period. It has been over 1 whole month with still no resolution. I don't understand how this company still operates given it holds a (F) Rating with the BBB.

  

  Business Response

  Date: 05/10/2024

   

  In regard to BBB complaint 21657043

  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: 05/11/2024

   
  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:04/30/2024

  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 buy a sofa in nov 24 2023 and in at the begin of feb sofa stop working motor fails i been going there but not body resolve my issue. i already speak we many manager they even told me the today they going to call me to give me the store credit but they didnt i go to store and they told another week and the part is three month and how i can buy something new with defect

  

  Business Response

  Date: 05/09/2024

   

  In regard to BBB complaint 21648246

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

  We apologize for the issue, our service managers are working with the manufacture to assist this customer with this issue. 

  We are currently waiting on the parts to arrive from the manufacture. We will be contacting the customer again as soon as we have an update. 

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

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

  Customer Answer

  Date: 05/13/2024

  brandsmart send delivery person and change the motor for me thank you so much have wonderful day. Now the sofa as been fixes. thank you for all your help. 

• Initial Complaint

  Date:04/25/2024

  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.

  We spent almost $2.5K on a W/D combo that we bought on January 15, 24. On January 21, it was delivered. The delivery representative declined to take it back since it was too large for the washing room. Rather, he requested that we employ a plumber to reverse the pipelines' direction. There was nothing our plumber could do to change it. I went back to the store on 1/22 to swap the W/D for a smaller unit. The dryer was not delivered on 1/27, but the washer was. The sales representative verified that the goods were available in person at the time of the transaction. Upon my second in-person visit to the store on 2/7/24, I had a meeting with the Sales Manager, and the dryer was delivered on 2/10. The dryer struck the washer and caused some damage while they were stacking it on top of the washer (photos attached). When I visited the store again that same day (2/10), I spoke with the Sales Manager, and he assured me that this problem would be resolved. He promised to deliver a replacement component. He also demonstrated to me how to change the parts. Despite speaking with them in person, over the phone, via email, and through the corporate office, I haven't received the new part as of yet. My final resort was to seek assistance from the BBB. I'm hoping someone from Brandsmart will get in touch with me. Thank you.

  

  Business Response

  Date: 05/03/2024

   

  In regard to BBB complaint 21625262

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

  We apologize for the issue customer is having. Our store managers are in contact with the customer and have ordered the necessary parts from them. 

  The parts will be shipped to the customer directly from the manufacture.  

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

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

• Initial Complaint

  Date:04/23/2024

  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 bought the ******* Range NE63A651155 the top of the range works but when I went to use the oven it doesn't work and the digital panel doesn't lite up we had a brand smart technician come here saying it was a an electrical issue I had an electrician come over the problem is the ******* stove I call again today they given me a run around please I need a new range they know the sold me a not working unit please help me I even bought extended warranty please I need a new stove

  

  Business Response

  Date: 04/27/2024

   

  In regard to BBB complaint 21615446

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

  We apologize for the issue, looks like this unit was serviced by ******* itself.

  Our service managers are in contact with the customer and are taking 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. 

• Initial Complaint

  Date:04/18/2024

  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 ******* washer and dryer set from BrandsMart online. A representative called me a few days before my delivery to inform me that the a cord that I purchased for setup had to be changed because it was out of stock but I would not be charged the difference. That was ok. When my delivery arrived the delivery guy comes to my door and tells me that the dryer was on back order and that some of the features would not work because the washer and dryer has to be hooked up together to function properly. I was never told about this so I refused delivery. Also the driver could not tell me when the dryer would be back in stock. So, I immediately called the customer service line to report my refusal of the delivery and get clarification. The representative told me she was going to process my return. A week goes by and I had not received my refund. After multiple more calls in and having to ask for management I was connected to Mr. *************** and internet sales manager who started my refund. After more calls to Mr. *** because I was not refunded the entire amount he stopped answering my calls or returning my calls. My purchase total was $1861.31 and I received $1841.52 in refunds. I am still owed $19.79. I know thats not much but its my money and I deserve the entire amount back. I was totally respectful and nice to everyone I spoke with and this is how they treat their customers. This is not right and I want those to beware of what they may have to deal with when purchasing big items online from the company. I also want the rest of my money refunded to me. I purchased this on March 16, 2024. Its been over a month now and Im a highly dissatisfied customer!

  

  Business Response

  Date: 05/03/2024

   

  In regard to BBB complaint 21591870

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

  We sincerely apologize for this issue. We were able to locate the missing credit and have already refunded it back to the customer's method of payment. 

  Please see the copy of the invoice attached. 

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

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

  Customer Answer

  Date: 05/06/2024

  As of today, May 6, 2024, I have not received the refund Brandsmart said they sent. I called my bank and they have no pending credits from Brandsmart. The last time Brandsmart processed my refund they had to speak with me and I had to provide my card info and *************** said it was mandatory that I give it to him over the phone because they dont store customers card info. Now, they say they have processed a refund and I havent spoke to anyone to give them my card info. Something just doesnt seem right. I called and asked for ***** the person that left me a message and the receptionist said no ***** worked there then gave the phone to **** and he gave me the wrong last 4 of my card then I corrected him. On that credit slip it should have the first 4 of my card info also if they actually processed a credit not just the last 4 with no xxxs or nothing before the last 4. This company is a scam and I want everyone to know. It does not take days to receive a refund. It showed up the same day the last time they processed my refund. SCAMMERS!!!! Trying to keep peoples money when they know its hard for consumers to do anything about! I will never purchase from this company again!!!!!

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21591870
  
  As of today, May 6, 2024, I have not received the refund Brandsmart said they sent. I called my bank and they have no pending credits from Brandsmart. The last time Brandsmart processed my refund they had to speak with me and I had to provide my card info and *************** said it was mandatory that I give it to him over the phone because they dont store customers card info. Now, they say they have processed a refund and I havent spoke to anyone to give them my card info. Something just doesnt seem right. I called and asked for ***** the person that left me a message and the receptionist said no ***** worked there then gave the phone to **** and he gave me the wrong last 4 of my card then I corrected him. On that credit slip it should have the first 4 of my card info also if they actually processed a credit not just the last 4 with no xxxs or nothing before the last 4. This company is a scam and I want everyone to know. It does not take days to receive a refund. It showed up the same day the last time they processed my refund. SCAMMERS!!!! Trying to keep peoples money when they know its hard for consumers to do anything about! I will never purchase from this company again!!!!!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/10/2024

   

  In regard to BBB complaint 21591870

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

  We have tried to contact the customer but weren't able to get a hold of them.

  I have verified with our accounting department and confirmed that the full amount was 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.A. 

  Customer Answer

  Date: 05/10/2024

  I have received my refund. Thank you BBB for being there for customers and working to get a resolution to our problems! Your work is exceptional and you are appreciated! I hate it has to go this far just to get what is owed, but thank you for working it out! 

• Initial Complaint

  Date:04/16/2024

  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.

  We purchased a washer with an extended warranty. ****** broke and we filed a claim and had an appointment set. no one showed for the appointment and the warranty and Brandsmart will not assist. They keep saying to call the local service company who will not answer the phone or return phone calls. we have taken time off of work and multiple phone calls to no avail. We need the washer fixed asap or a refund for the entire washer as we will need to purchase one immediately at a larger cost

  

  Business Response

  Date: 04/27/2024

   

  In regard to BBB complaint 21584469

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

  Unfortunately customer was being serviced by another ********************** and not by BrandsMart USA. 

  We have reached out to Warrantech and issued the customer a credit for this unit. 

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

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

• Initial Complaint

  Date:04/09/2024

  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.

  On December 23rd 2023, I bought a fridge from the *****************. It was delivered after Christmas, on the 26th. Right when I got the fridge and plugged it in, I called the store back to inform them that it was broken, and that I would like a refund because it's not working. The person who sold me the fridge stated that he'd make it right, and instead scheduled me for a service repair technician for two weeks later, PAST the 15 day return window. After the technician left, not even a few days later, the fridge stopped working again. I called Brandsmart back stating I wanted a refund, I was told I was now past my 15 day return time window, and that they could only continue repairing it. Ok, fine. So I had another repair scheduled for a week later. The technician came out, said he had to order a part, and that the part would take a week to come. Then, once the parts came, it took ANOTHER week for the technician to come out. So now it's early February by the time this technician comes with the part needed - and I STILL don't have a working fridge. After the technician comes in early February to fix this part, the fridge once again stops working after a few days. Are you serious? Brandsmart of course refuses to refund even though I've bought food 3 times and had it spoiled each time due to their incompetence, citing that they could only take it back if it's deemed "irreparable," and scheduled me for a THIRD appointment another week out. Don't you think it's your tech is unable to repair it if it's 3 appointments, 3 1/2 months down the line by this point, and still not repaired? How many more repairs before you deem it "irreparable"? Then, of course, the tech DOESN'T EVEN SHOW UP THE THIRD TIME. To make it even more of a joke, the 4th time the tech comes, he says to take it up with GE under their manufacturer warranty. Why didn't you tell me that in the beginning so I could skip dealing with your incompetence? It's now April and I STILL don't have a working fridge.

  

  Business Response

  Date: 04/16/2024

   

  In regard to BBB complaint 21551850

  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 are taking 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. 

• Initial Complaint

  Date:04/08/2024

  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 ordered a ******* washer and dryer set on March 22, 2024 in the amount of ******* order number ********. I had an original delivery date of 3/28 but on 3/29 they only brought me my dryer. I advised them that Im going on vacation and thats why I chose the delivery date. They advised me that the washer is on back order and wont be available for 2 weeks. I immediately requested a refund and told them to pick up the dryer and that I didnt want products anymore. Thats not going to work for me. *************** sent me an email stating the pick up date was going to be 4/8 since we were on vacation. They still sent someone to pick it up on 4/1 and they said my refund will be in 3-5 business days. I have yet to have my refund and when I spoke to someone Friday they advised me to call back if not refunded. Every time I call I get hung up on and I have no washer and dryer and dont want anything to do with this business. I just want my ******* so I can buy a new one from a different company. Ive been patient but this is terrible and I want my refund now.

  

  Business Response

  Date: 04/16/2024

   

  In regard to BBB complaint 21544238

  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: 04/30/2024

  As of April 30 9:55 EST, I still havent received my full refund. My full purchase was ******* I received credits of ******, ******, ***** and *****. Im still missing a remaining amount of ***** back to my credit card. Its been over a month since I ordered and will be a month on May 1 where Brand smart has picked up my dryer for that was only delivered out of the full set. I will never do business with this company again! 

  

  Business Response

  Date: 05/03/2024

   

  In regard to BBB complaint 21544238

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

  We apologize for the issue and was able to locate the missing credits.

  I have already issued a refund back to the customers method of payment. Please see attached receipts. 

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

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