Complaints
This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 341 total complaints in the last 3 years.
- 121 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:04/05/2024
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.
We bought a Frigidaire professional fridge on 9/27/2021 and bought an extended warranty for 5 years. We have been having several problems with the fridge including a loud noise and now the fridge is not cooling resulting in lost food. They have come several times to fix but it keeps happening. I have a large family with small kids and is very inconvenient not having a working fridge. They have replaced the mother board but now they have to replace it again. The claim number is 9195014-01. We are now requesting a replacement device but keep getting a runaround. I have been a loyal customer of ********************** for a long time and is not very happy on how they are running their warranty department.
Business Response
Date: 04/15/2024
In regard to BBB complaint 21535394
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 on 04/12/2024.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/19/2024
Complaint: 21535394
I am rejecting this response because:
The fridge is not repaired and I am still without a fridge going on 1 month. The technicians have been here more than 8 times in the past months. The repair reference on April 12 did not fix the fridge. Of note I am going on without a fridge for 1 month now.
Sincerely,
Jeffersonie LuxinBusiness Response
Date: 04/23/2024
In regard to BBB complaint 21535394
Thank you for the opportunity to respond to the customers complaint.
We see that this wasn't fixed up to the customer's satisfaction. The warranty company has agreed to replace the customer's unit and are waiting for the customer to approve the replacement model.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:04/05/2024
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.
Good morning Last november 18 2023, we bought on Brandsmart online store a Frigidaire Kitchen Package (incl Fridge, Range, Microwave and dishwasher for $2.276. Confirmation order is #********, attached below. We bought it out of the promo Brandsmart runs for Blackfriday . It stated clearly that it included an $800 Mail in rebate. Attached you will find a screenshot of the actual promo.On Saturday November 25th I received a call from Brandsmart customer service saying that there was an issue with the range on the bundle, so they needed to update the *** and create a new order, maintaining all price and promo conditions. Receipt attached.The product was finally delivered on Dec 21st 2024.We submitted the claim for the rebate on Jan 16 with reference *********** We received the reward on March 4 2024, for only $400. Missing $400.I have spoken with Brandsmart customer service twice but they insist that there was not such a promo on your system, for that reason I am contacting you, so we can escalate this case and get my full rebate of $800.I also have sent 3 emails to customer service with no answer.Business Response
Date: 04/16/2024
In regard to BBB complaint 21534633
Thank you for the opportunity to respond to the customers complaint.
We have tried to contact the customer by email and have left voice mail to contact us back.
We will be happy to assist this customer with the rebate once they contact us back.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/17/2024
Complaint: 21534633
I am rejecting this response because:I have not received a call from Brandmart.
Please share a direct phone number and a name I can speak to. Every time I try to reach customer service I am redirected several times with no luck
Sincerely,
*********************************Business Response
Date: 04/30/2024
In regard to BBB complaint 21534633
Thank you for the opportunity to respond to the customers complaint.
Even though we weren't able to get in contact with the customer, we have already refunded $414.00 back to the customer's method of payment on 04/14/2024.
Please see the attached invoices, any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:04/02/2024
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 placed an order for Whirlpool 24" Dishwasher in Stainless Steel which is the Model: WDT730HAMZ | Sku: WDT730HAMZ on the Jan 05, 2024, the Order ID ********. The total was $577.78 including shipping and removing our old dishwasher. We received it on the Jan 5, 2024. 16 CFR 20.1 (A) and (B) has been violated and we trying to avoid escalating this problem further. The dishwasher was only used 4 times and now has not been working. We have a BnB therefore, we NEED to have a working dishwasher. We contacted BrandsmartUSA on March 6, 2024 about the issue. We wanted an exchange but they were adamant that we cant change the machine until their technician come to the house 3 times with parts. After being held on hold for 58 mins we booked repair for March 13, 2024. The person arrived at 8am, he left after 10 mins as guest were sleeping. We booked again for March 16, 2024. He didnt show up. I tried calling, nothing. Booked again for March 29, 2024. He came, says the water sensor is broken and will have to come again next week to change it. Now we are requesting a NEW dishwasher because this will cause us endless problems. We need an exchange immediately. Thank you.Business Response
Date: 04/15/2024
In regard to BBB complaint 21517484
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service managers are working on this issue with the customer. We have received the parts and customer is scheduled a service call for 04/16/2024.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/21/2024
Complaint: 21517484
I am rejecting this response because: I received a call the same day of this reply at 8am and was not able to call back the person. I called general repair line phone number to reschedule the repair. I explained that at the time in the early week morning people wont be at the house to open the door and there is a code to get in and get out. There also camera where they will be watched as they work. They have not called me back. This was Friday morning when the last technician should of fixed the dishwasher. I tried call again and the offices are closed. I will try call again on Monday morning to get the repair done. I know that will be another 1 week wait again! Even thought they said they will get back to me and the NEVER DO. The service is torrid and I will not be shopping at this business again. Its been a cat and mouse chance and a exhausting one at that because the customer care working are very rude. I hope my dishwasher ever gets fix or this must be apart of a scam.
Sincerely,
*************************************Business Response
Date: 04/30/2024
In regard to BBB complaint 21517484
Thank you for the opportunity to respond to the customers complaint.
Our service managers are trying to get in contact with the customer via email, unfortunately we are not able leave the customer a voice mail.
Our technicians are not able to work on a unit if there is no one over the age of 18 at the residence.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:04/01/2024
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 purchased an ** refrigerator from this store March 14, with a delivery date of March 15. I called their customer service on March 15 because the delivery had not arrived at 6pm, I was advised the delivery had been cancelled because the refrigerator was out of stock. I was advised I would receive a refund in 3-5 business days. I called brandsmart again on March 22 because I hadnt received my refund, I was told they hadnt issued a refund but would be issuing one now and it would take another 3-5 days. Today is April 1, Ive been in contact with the customer service line and the store only to find out a refund has yet to be issued. .Business Response
Date: 04/02/2024
In regard to BBB complaint 21515601
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
********************** ******Initial Complaint
Date:04/01/2024
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.
My fiance and I purchased a mattress at Brandsmart in July 2023. Starting January 2024 we began to experience chronic back pain. We went to the store in February to complain and have the mattress changed as it is under warranty for one year. Since February, we have had to visit the store 3 times to complain because no one was resolving the situation. The manager *** gave us his cell and does not reply to our messages or provide solutions. Eventually **************** sent a technician to our home to "measure" the mattress and then Brandsmart did nothing with the tech's report. We called and they seem to have lost the report and cannot find the information from the tech. Throughout this process weeks have gone by. We are in excruciating pain and we need our money back as no one is assisting us with the warranty claim. I have attached images with the texts with the manager. The mattress was purchased with my fiance's Brandsmart account under the name of ******************* **************. We call the store once a week as they always tell us "we are working on a solution and will call you back by tomorrow", but they never call back... We need to get our refund immediately. The lack of attention to the client has been absurd and this is a serious issue that is affecting our every day life. We can't sleep good, we both have chronic back pains, the lack of sleep is affecting our productivity, etc. etc..Business Response
Date: 04/02/2024
In regard to BBB complaint 21512290
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue. We currently have a pickup of the mattress scheduled for 4-4-24. Once the item is checked into our warehouse, we will contact the customer to provide the refund.
Any further questions or concerns, please feel free to contact us directly.
Yours truly,
***************************
AVP of Customer Operations
********************** ******
Initial Complaint
Date:03/28/2024
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.
Purchased kitchenAid dishwasher KDFE104HPS online on 3/19/2024. Sent delivery and installation confirmation for 3/26/2024. Waited day of delivery never arrived. Contacted Stockbridge store,told it was not in stock. Never notified item wasn't in stock. Spoke with manager,*****, who offered to rectify the issue with replacement model KDTE204KPS. Have not been contacted or received my merchandise as of 3/28/2024.Business Response
Date: 04/02/2024
In regard to BBB complaint 21498230
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our Stockbridge store managers have contacted the customer and have delivered the new unit on 03/30/2024.
Any further questions or concerns, please direct them to my attention,
Yours truly,***********************
Manager Customer Operations
********************** ******Initial Complaint
Date:03/25/2024
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 02/25/24 I went to Brandsmart to purchase a whole new set of kitchen appliances and was assisted by ********** in the **************** S. ***** Hwy Store. One important point of our purchase was based on availability, this was crucial to us given that we cannot be without a stove or fridge We selected the Frigidaire/Professional Electrolux pkg. and delivery was scheduled for 3/25/24. On March 25th the driver arrives at my house with only the range and microwave and no refrigerator. No big deal I thought, what a mistaken thought, the fridge is now out of stock in every Brandsmart store near us, with no delivery date in sight. I was livid and shocked that NOT ONE SINGLE person thought about offering us a courtesy call that the delivery would not be complete or worse that the product is out of stock. I would like to know exactly WHO DROPPED THE **** ON US. WHO LIED, WAS IT THE ***** REP. THE BACK OFFICE OR IS FRIGIDAIRE HAVING STOCK ISSUES. I will never buy from Brandsmart again something so important and crucial in a home. They obviously don't take it seriously and therefore have lost my trust as a customer. Frigidaire should look into the performance and sales tactics being applied by vendors of their products. This leaves a very negative experience for the consumer. You would think that by the time I made this a huge issue at several stores someone would have thought about contacting the sales rep **** TO OBTAIN REAL ETA'S ON THIS APPLIANCE, INSTEAD I NOW NEED TO WAIT UNTIL TOMORROW TO KNOW IF I WILL NEED TO SIMPLY RETURN EVERYTHING OR JUST WAIT A DAY OR TWO. HORRIBLE CUSTOMER SERVICE EXPERIENCE.Business Response
Date: 04/02/2024
In regard to BBB complaint 21483589
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have contacted the customer and are following up on this order for them.
This order is currently scheduled for 04/06/2024 to be deliver to the customer.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** ******Initial Complaint
Date:03/23/2024
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 2/17/2024 I bought a stove at the Brandsmart USA store located at **************************************************. The stove was delivered on 2/21/2024.I went to the store to return the stove for a couple of reasons and as it turns out, there is a 15 day return policy. I am 74 years old and was never informed of this at the time of purchase. I took my receipt with me and spoke to Thesa at the customer service desk and all she said was you need to contact GE. She did not even try to help. As mentioned, there are many things wrong with the stove, here there are:1.There is a digital panel in front of the stove. I am not very tall and because of that panel, I find my self using the front two burners all of the time. Reason being, every time I reach over to use the back burners, anything that touches the panel makes it either turn something on or off or the time clock starts resetting etc. Not very convenient to have this panel in the front of the stove.2.Also, when the burners are turned on, there is a clicking that comes from under the burners.Here are the details of the transaction:Purchase date2/17/24 Delivery date 2/21/24 Purchase price$1,050.58Model numberGEJSSLSS-SS Receipt number ********** Please contact my son, ******************* @ ************.Business Response
Date: 04/02/2024
In regard to BBB complaint 21475692
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue; our store managers are still trying to get in contact with the customer and have left few voicemails.
As soon as we hear back from the customer, we will be able to assist them with this issue.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** ******Initial Complaint
Date:03/22/2024
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.
Can anyone please assist me, my phone number is ************.My landlord purchased a dishwasher on approximately 1/30/24. The dishwasher has not worked since the original purchase date. I have had two repair people come to my condo and third one was a no-show. I took off work all three days to meet the repair person. On the last repair visit 3/8/24 the technician indicated that they were going to replace the dishwasher. I contacted the repair service again today and they indicated no replacement but instead a part was ordered but no installation date was scheduled.Please look at the history of this repair. My frustration level is beyond belief. I had confidence in Brands Mart until this time but Im not sure anymore. Thank you for your assistance.One of the ticket number repairs is ******* The serial number is ***************Business Response
Date: 04/02/2024
In regard to BBB complaint 21470964
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 have scheduled a service call for 04/02/2024.
We will be following up with the customer, once the service is completed.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** ******Customer Answer
Date: 04/03/2024
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:03/21/2024
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 December 3 2019 I bought a REFRIGERATOR from Brands Mart *** an ********************************************************************* *****. Receipt number **********. The Refrigerator came with a 12 month factory warranty. I bought an additional 48 month warranty from Brand Mart for $249.88 So I understood that I had a a 60 month warranty. On March 18 2024 my Refrigerator stoped working. I called Brands Mart for a repair. They told me that my warranty had expired. That can't be I responded, I have about 9 months left. They asked me to call their warranty company GUARDSMAN at ************. I called them and got the same story. I asked them how can that be, they said that their warranty of 4 years or ******************************************************************* I said but what happened to my 12 months factory warranty? What did you do with my factory warranty? A factory warranty is a warranty to kill for. Your factory warranty was not covering a lot of things so that is why our warranty was put into a first position. What things did my factory warranty did not cower, SURGE PROTECTION OR LOSS OF GROCERIES. I have a surge protector on my house and the DAEWOO DOES COVER LOSS OF GROCERIES IN THEIR WARRANTY. So I have been deceived and scammed by being sold a warranty that was an extension to the factory warranty. How is this possible and who gave you the right to discard my perfect factory warranty and shorten the whole term by ************************************* a 4 year warranty that is actually a 3 year warranty when I include my 1 year factory warranty. This is false advertising and criminal act by deceiving a SENIOR CITIZEN OUT HARD EARNED MONEY. I want repairs done to my refrigerator or to be reimbursed for the money spent to repair the unit by another repair company. Also when I read their paperwork and their warranty pamphlet it is no where ever mentioned that their warranty has precedent over the factory warranty !!!Business Response
Date: 04/02/2024
In regard to BBB complaint 21468653
Thank you for the opportunity to respond to the customers complaint.
We are sorry to read this complaint, we have escalated this issue to our service managers so that *** look into this and try to assist.
We have also left a voicemail to the customer with possible solutions and are waiting to hear back from them.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.