Complaints
This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 345 total complaints in the last 3 years.
- 122 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:01/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Queen-sized pillow top mattress and queen *** frame on January 8, ****. The delivery date was scheduled for January 13, ****, in which I received only the mattress. No one called to inform me that the *** frame would not be delivered. I discarded my child's old *** as the new *** was set to arrive quickly. I had to call the company to investigate. The delivery crew was not helpful or removed the old items that were on the outside in the elements (again because I thought the new furniture was arriving). They advertise that they will haul away the old items for discarding - this is on their advertisement as well as on my receipt. I have had to call 7 times to the company to get the status of delivery - continuously setting dates for arrival, but no delivery. My credit card was charged for the furniture, but yet I have not received the ***, and may I add, my child, is sleeping on the floor due to their irresponsible and lack of communication. I am paying $99.00 for the delivery fee - with no delivery. I am paying $549.99 plus another $55.08 delivery fee for a product that I do not have. AGAIN, NO ONE HAS CALLED ME TO DATE TO INFORM OR EXPLAIN WHAT IS HAPPENING. I have reached out to this company and have been given so many reasons with promises that the delivery is scheduled on a date but has not received it. I am so upset about this situation because of the lack of concern and ultimately having my child sleep on the floor who has back issues. This was supposed to be a surprise birthday gift that was thought out carefully with the timing. I want compensation for the trouble I have endured. I am requesting a reduction of the price due to the company's failure.
Business Response
Date: 02/03/2024
In regard to BBB complaint 21207901
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have already contacted the customer for a positive resolution. We have confirmed that the order was delivered and installed on 02/03/2024.
We have also refunded the delivery charges back to the customer's method of payment for this inconvenience.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
Manager Customer Operations
********************** ******Initial Complaint
Date:01/25/2024
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.
I purchased a washer and dryer online on Dec 29, 2023 for my son. I found out the following week that the person he rented from would provide one. I contacted Brandsmart on Jan 4th to request that it be returned. I was told they would pick it for $40 and refund the remainder. It was picked up on Jan 11th ****. I called the following week to find out why I had not received a refund. They said their system was down and that I should have it shortly. By *** 25th, I still had not received a refund and kept being told their system had crashed, and that was the reason for the delay. After being on hold for another 45 minutes, they said the ********* location had not updated to say it had been returned. I spoke with the ********* store and was again given the runaround, and told someone from their internet **** would contact me. All I want is my money back. They have had my money and the merchandise for over 2 weeks.Business Response
Date: 01/29/2024
In regard to BBB complaint 21198854Thank 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:01/25/2024
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.
Purchase January 9th. order number #******** delivery was postponed more than 3 times.try multiple times calling, texting, emailing everything. team is rude disrespectful, have yelled at me and transfer and hang up the phone.i want to cancel and get my refund (i do not have the product they never gave it to me) and they ignore me and are playing with me. they wont give me my money back.Business Response
Date: 01/30/2024
In regard to BBB complaint 21198432
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 PayPal account.
Please allow three to five business days for PayPal 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
********************** ******Initial Complaint
Date:01/24/2024
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.
In May of 2021, I purchased a Frigidaire Refrigerator from Brandsmart. My compressor is completely shot and unrepairable.My Repair company, Wavecrest Appliance, asked if I purchase the refrigerator new or used. He informed me that work had been done on the unit and this was refurbished. This is verified by the attached photo. At no point in time did anyone at Brandsmark disclose to me the unit had been worked on and was refurbished but led me to believe it was a new, floor model refrigerator.I went to the Brandsmart Store and spoke with the Manager, *****************************, who directed me to speak with the corporate office. The corporate office directed me back to the store. Brandsmart is stating that since it is out of warranty there is nothing they can do about the issue.Brandsmart committed a bait and switch/fraud by selling me a refrigerator which had been worked on and repaired without disclosing that to me prior to the purchase.Attached is the estimate to replace the compressor of $652.68 plus a service call of $85.Please helpBusiness Response
Date: 01/26/2024
In regard to BBB complaint 21193165Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue; we have already contacted the customer and will be replacing the compressor on Monday 01/29/2024.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
Manager Customer Operations
********************** ******Initial Complaint
Date:01/19/2024
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 went to BrandsMart to purchase a refrigerator. I specifically told them that I wanted to send the refrigerator to *******. They recommended a **************** fridge. I purchased the three door version and asked them to deliver to the shipper. When the fridge arrived in *******, we discovered that they shipped a ******* two door side by side (a cheaper fridge). I contacted the company and went in person on December 21, but they refused to help me. They took my money and sent the wrong item and they won't help me. I would like them to fix the error, because Customs in ******* charged for the fridge on the receipt, but that is not the fridge that arrived. I confirmed with the shipper that BrandsMart delivered the incorrect item.Business Response
Date: 01/24/2024
In Regard to BBB Complaint 21172644
Thank you for the opportunity to respond to the customers complaint.
Brandsmart ****** did not deliver anything to a shipper as claimed in the complaint. Attached are our documents showing the proper model was picked up at our main warehouse on 12/7/23. We recommend that the customer take the complaint to his shipping contractor as there could have been a mistake during their process.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************;
AVP of Customer Operations
********************** ******
Initial Complaint
Date:01/19/2024
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.
BrandsMart sold me a defective phone which I wish to return. I purchased the device less than 5 weeks before contacting BrandsMart, indicating that I would like to return the phone for a refund. I live in ******, and purchased the phone at a store in ******* while on vacation. I was informed that the store location would contact me, however, I have still never been contacted by Brandsmart. Further, I was advised that I could ship the phone back to the store, which I have done so nearly 2 weeks ago. Unfortunately, I still haven't heard from the store nor received a refund. All I'm asking for is a refund for the $******** + tax for the phone. I even incurred additional fees and expenses by shipping the phone back to ******* from ****** (approx. $20 USD in shipping costs).Business Response
Date: 01/23/2024
In regard to BBB complaint 21170590Thank 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
********************** ******Customer Answer
Date: 01/23/2024
I would like to cancel this report, as brandsmart has refunded my payment and offered a gift card as well. I'm happy with the final outcome.Initial Complaint
Date:01/14/2024
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 daughter bought a ******** Beach, cake mixer for me on Christmas Eve..Im trying to exchange for a larger size and the company is refusing to accept it because she threw away the receipt. She paid with her credit card.however, she lives in ******, so I cannot produce the card, which is the only way, I was **** over the phone that I can return it! She has however, sent , me a pic of the card . Im not understanding the problem with Brandsmart. Im not trying to get a ******* just need an exchange for a larger mixer. The gentleman at the return/exchange department was VERY unhelpful. I went on Jan 4 for an exchange and he was quite rude and abrupt AND erroneously told me that they could not use the credit card.When I called the help desk, they told me they could take the credit card,but I must have the card. My daughter is not flying from ****** with a credit card. This should not be so difficult, and the staff should not be so in accommodating !Please assist.Business Response
Date: 01/15/2024
In regard to BBB complaint 21145501
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue. We have escalated the issue to store management in the location. We have been notified that the customer has been taken care of with a store credit.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***************************
AVP of Customer Operations
********************** ******
Initial Complaint
Date:01/01/2024
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.
I purchased a ** on 12/8/2023 from BrandsmartUSA for store pickup. The ** included a free $400 gift card. Invoice stated $0 line item for the gift card (**** shown as discount on the invoice) with ** listed as $3996.99. Brandsmart USA Advertises a 110% price match guarantee.Tax on the invoice was $319.76, which was 8% of 3996.99 as the store I picked it up at is in *******, ** and has an 8% sales tax rate.On 12/31/2023, I noticed they were selling the same exact ** for $3,799.99, which would qualify for the price match guarantee.The customer service rep then sent me an altered receipt, showing that the ** was $3,596.99 with a free $400 gift card and would not honor the price match guarantee, falsely claiming the price of the ** was cheaper.They then refunded $400 to my payment method, invalidated the gift card, still not price matched. I should receive an additional $216.70 based on their price match guarantee.Business Response
Date: 01/02/2024
In regard to BBB Complaint 21082472
Thank you for the opportunity to respond to the customer complaint.
We apologize for the issue. We have issued a credit back to the customers synchrony credit card account. Please allow up to 72 hours to reflect on the account.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***************************
AVP of Customer Operations
********************** ******
Customer Answer
Date: 01/04/2024
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 refunds were processed and the company representative was very prompt and polite. Thank you for your assistance!
Sincerely,
*********************Initial Complaint
Date:12/25/2023
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.
Date of Transaction: 11/2/23 Amount of Money Paid: $2736 (appliances, installation and delivery)Appliances to be provided: 1. Refrigerator SAMSU RF23A9071GKPK 2. Stove SAMSU NE63A6511SG 3. Dishwasher SAMSU DW80R2031UG 4. Microwave SAMSU ME19R7041FG This was a package deal with home delivery and installation which was paid in full. BRANDSMART USA reps only said they could not provide items bought because they over sold, when at the time the whole package was available and in stock. It was only a matter of sending the appliances to the address given above. Now BRANDSMART USA says the can provide other items but at a cost to my son and his father. That is unacceptable. For one they bought the exact items and should be provided with those appliances even if it means out of pocket of the BRANDSMART USA reps. ********** was measured exactly as needed for my son's house so the appliances need to be provided accordingly. Receipt # ********** Advertisement seen: circular seen on or about November 2023Business Response
Date: 01/02/2024
In regard to BBB Complaint 21054071
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue. The issue was escalated, and we were able to locate the appliances in stainless steel color. The package purchased in black stainless was at end of life and some of the items are not available. The stainless-steel option is much more expensive but will be given at the same cost to the customer. The customer agreed to the stainless and a refund was processed for the microwave per the customers instructions.
Any further questions or concerns, please direct them to my attention.
***************************
AVP of Customer Operations
********************** ******
Initial Complaint
Date:12/20/2023
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.
The sofa and love seat has issue one is the center piece the lights keeps on coming on the love seat the paint is coming of from the leather this happen the next day that they where delivered and they will not return my calls.Business Response
Date: 12/20/2023
In regard to BBB Complaint 21034399
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue. We have contacted the customer and an exchange in place for ********.
Any further questions or concerns, please contact me directly.
Yours truly,
***********************;
AVP of Customer Operations
********************** ******
Customer Answer
Date: 12/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************
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