Business Profile

Major Appliance Dealers

BrandsMart USA

Complaints

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

Customer Complaints Summary

347 total complaints in the last 3 years.
123 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
DHe sido estafada y engaada en brandsmart en ******************************
Business Response
Date: 06/05/2025

In regard to BBB complaint 23382798
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our store managers were in contact with this customer and was able to take care of this issue for them.

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

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Initial Complaint
Date:05/26/2025
Type:Sales and Advertising 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.
On Friday May 16, 2025, I purchased a refrigerator from Brandsmart USA at the Kennesaw Location. I have had the refrigerator delivered twice with dents on both sides. I have no refrigerator and some how Brandsmart cant deliver a refrigerator without any dents. Furthermore, the delivery driver that attempted to deliver today was very rude to me and when I called the customer service number the agent was rude and hung up on me. So unacceptable and ridiculous. Now I have to wait another week to attempt to get a refrigerator already paid for delivered.
Business Response
Date: 06/03/2025

In regard to BBB complaint 23379019
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have confirmed that this delivery was completed for the customer on 06/02/2025.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Customer Answer
Date: 06/04/2025
Yes this was completed after the third attempt. The matter was addressed by Kennesaw store Ms. ****** *********. So I do appreciate her reaching out and offering to waive my hauling fee and delivery fee.

Thank you for your prompt response and offering to assist with additional fees.
Customer Answer
Date: 06/05/2025

Better Business Bureau:

Yes this was completed after the third attempt. The matter was addressed by Kennesaw store Ms. ****** *********. So I do appreciate her reaching out and offering to waive my hauling fee and delivery fee.

Thank you for your prompt response and offering to assist with additional fees.

Sincerely,

******* *****
Initial Complaint
Date:05/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 2nd , I purchased a sofa from BrandSmart USA for my elderly mother-in-law. Upon delivery, we discovered that the inner frame of the chair was installed backwards and broken, rendering it non-functional. The chair cannot close or recline as advertised, and it poses a safety ********** mother-in-lawwho is currently recovering from knee and eye surgeryhas attempted multiple times to request assistance, including asking for a refund or replacement. Each time, she has been denied without any reasonable resolution or acknowledgment of the defective condition. The company is refusing to take responsibility, leaving her with a large, unusable chair that is taking up space and providing no function or support during a critical healing period.The product delivered was not as advertised, and the company is in violation of basic consumer protection laws regarding defective merchandise. I have attempted to resolve this directly through BrandSmarts customer service, but have not received a solution.I am requesting a full refund or an immediate replacement of the defective item. I am also requesting that BrandSmart recognize the undue hardship placed on an elderly, post-surgical customer who was sold a defective product and denied a fair remedy.Resolution Requested:Full refund OR Immediate pick-up and replacement of the defective item Company Information:BrandSmart USA Corporate Phone: ************** ***************** ************** Email: ****************************************** Address: ************************************
Business Response
Date: 06/03/2025

In regard to BBB complaint 23378194
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service department is in contact with the customer and was able to schedule a service call for 06/10/2025.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Initial Complaint
Date:05/23/2025
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.
To whom this may concern, I placed an order for a television from BrandsmartUSA. I order a 75 inch TCL QM7 from the company 05/07/2025. I paid $999.99 for the television, $227.62 for shipping & handling, and $85.93 in sales tax. I was schedule for delivery from the companys shipping partner 05/12/2025. I ended up receiving broken merchandise and BrandsmartUSA customer support assisted with the return of the merchandise, but I am still waiting to be refunded. I was advised that as soon as the merchandise is scanned that I will receive a refund and I have confirmation from BrandsmartUSA freight delivery partner that the returned merchandise was received by BrandsmartUSA today at 9:10 am. I reached out to customer service to get confirmation of a refund timeframe and amount and they refused to give me the information I needed. I placed this order May 7th and it is nearing the end of the month and I have nothing to show for this purchase. I do not have the order I placed, the damaged merchandise, or a refund. Attached to this complaint I have my order confirmation email, the full email transcript I have with BrandsmartUSA customer service team, and the confirmation I received from their freight delivery partner that the merchandise was returned to their warehouse.
Customer Answer
Date: 05/25/2025
Hello,
To whom this may concern I will like to thank your organization for helping to facilitate a resolution between me and BrandsMart LLC! Shortly after the complaint was sent to the company I received a notification that my return was processed and a full refund was disbursed. Thank you for escalating this issue with the company and assisting in resolving this dispute. Attached is the information showing that a member of the BrandsMart customer service team contacted me and processed a refund.
Business Response
Date: 05/26/2025

In regard to BBB complaint 23369895
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that the customer was issued a full refund on the same day that this unit scanned in to our distribution center.
This may take two to three business days for the customer's bank to post the credit back to their account.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Customer Answer
Date: 05/26/2025

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:05/23/2025
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 stove, washer and dryer from BrandsMart USA. The delivery was delay but subsequently fulfilled. Upon delivery of each item, I notified the store the washer machine detergent door would not open, and the dryer was not drying. I was told that there were not any of Whirlpool washers and dryers in stock so to call back in five (5) days. I did. I was told the request is on the system. However, three months later, I still have the broken items in my laundry room preventing me from purchasing another set, having to use a local laundry mat to wash and dry my clothes after paying over $2,000.00 for unusable washer and dryer. I later learned that the washer and dryer were the floor models which was not disclosed to me. I tried to use the washer machine once and my laundry room flood leaking water into my dining room which sits beneath the laundry room meaning the hoses were faulty as well. I need these items removed from my property with a full refund; or a new workable set delivered as soon as possible.
Business Response
Date: 06/03/2025

In regard to BBB complaint 23369086
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our store managers were in contact with the customer and was able to offer them an exchange.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Initial Complaint
Date:05/21/2025
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.
My husband and my daughter took a trip to Brandsmart and *************** to buy me a wine refrigerator for Mothers Day. This item has not worked properly since we set it up on Mothers Day. My husbandpurchased the protection plan on the refrigerator if there were to be any issues that needed to be serviced or addressed since Monday the day after I have been calling customer service the store, as well as the phone number that was given to me on my receipt with who I needed to callif a service call needed to be made. I was treated very poorly and I was told that it takes up to 15 to 30 days for my extended warranty to go into effect for a woman who has a broken back. Why should I have to take this refrigerator that is and load it into my vehicle and take it back to the store to get a replacement with nothing but nasty managers and supervisors that Ihave spoken to on the phone relentlessly about it. I will never make any more future purchases to Brandsmart after this situation. I have been a customer with Best Buy for over 15 years **** have never been treated so poorly the way that I have been treated by every person that I have tried speaking to about this defective that I still in my home since Mothers Day and nobody from any part of customer service will do anything to help me with the situation for the exception of telling me that if Im happy with my product, take it back to the store and pay a 20% restocking fee because I dont have the box but I didnt ask for adamaged item to be sold to me in the first place this entire situation is very upsetting and I am going to get corporate involved to the fullest extent so that this does not ever happen toanybody else and get treated so poorly the way that I have especially with all the money that we continue to spend giving the store business the situation not no more
Business Response
Date: 06/03/2025

In regard to BBB complaint 23359518
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have contacted the customer and was able to arrange an exchange on this unit for them.
Customer is currently schedule for an exchange on 06/05/2025.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Initial Complaint
Date:05/19/2025
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 ******* gas range and refrigerator from the BrandsMart USA location in ***********, **. The first range was visibly damaged and was replaced. The second unit arrived with a bent k*** on the upper-right burner. I believed it was cosmetic damage, but after a fire occurred on the opposite side (left burner), a strong gas smell started coming from the bent k*** area on the right. A ******* technician later confirmed the gas leak was coming from the bent valve, not the fire-related area. Despite this, BrandsMart told me the warranty was void due to the fire and refused to assist me further.The ******* refrigerator I purchased also never worked properly. BrandsMart offered no support in escalating the issue. I contacted ******* multiple times, and they sent technicians, replaced the compressor, and attempted repairs. The issue remained unresolved. I eventually lost food due to spoilage, and after the warranty expired, ******* stopped offering service.I feel that BrandsMart sold me defective appliances and failed to advocate on my behalf as a retailer. I am requesting either a full exchange *** refund for both units. I have filed formal complaints with the **** and *** and request BBB assistance to help resolve this matter.
Business Response
Date: 05/28/2025

In regard to BBB complaint 23349802
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we are unable to get in touch with the customer.
We have left a few voice mail and emails asking the customer to contact us back for more information, unfortunately we haven't received an answer from them yet.
We have also reached out to ******* so that they can assist with the customer's issues.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Customer Answer
Date: 05/29/2025
Dear ***** ****** and BBB Team,

This message is in response to your claim that you have been unable to reach me or have not received the receipt.
Please note that the purchase receipt and all relevant documentation were submitted to the BBB as part of my original complaint filed on May 19, 2025. The following files were uploaded and should be available through your complaint portal:

DocScanPDFScanner_2024-10-19_145738-rangerrecipts.pdf
Additional image files: 20241019_135917.jpg, 20241019_135905.jpg, and others

If you are unable to locate these documents through your portal, I am happy to resend them directly by email.
I expect a clear and timely resolution, or a formal written update regarding your communication with *******. This issue has been ongoing for far too long and must be addressed immediately.
Please confirm that you have received this message and advise on your next steps.

Sincerely,
****** ******, MSN, APRN, PMHNP-BC, CMSRN
Founder & Clinical Director
********************************
***************************************************************
************** | Office: **************
Customer Answer
Date: 05/29/2025

Complaint: 23349802

Dear ***** ****** and BBB Team,

This message is in response to your claim that you have been unable to reach me or have not received the receipt.
Please note that the purchase receipt and all relevant documentation were submitted to the BBB as part of my original complaint filed on May 19, 2025. The following files were uploaded and should be available through your complaint portal:

DocScanPDFScanner_2024-10-19_145738-rangerrecipts.pdf
Additional image files: 20241019_135917.jpg, 20241019_135905.jpg, and others

If you are unable to locate these documents through your portal, I am happy to resend them directly by email.
I expect a clear and timely resolution, or a formal written update regarding your communication with *******. This issue has been ongoing for far too long and must be addressed immediately.
Please confirm that you have received this message and advise on your next steps.

Sincerely,

****** ******, MSN, APRN, PMHNP-BC, CMSRN
Founder & Clinical Director
********************************
***************************************************************
************** | Office: **************

Sincerely,

****** ******
Business Response
Date: 06/06/2025

In regard to BBB complaint 23349802
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we are attempting to assist the customer with ******* but we are not able to contact the customer.
Unfortunately the customer's voice mail is full and we are not getting responses on the emails that we send them.
Once the customer contact us back we will be happy to reach out to ******* on their behalf and try to get a resolution.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Customer Answer
Date: 06/07/2025

Complaint: 23349802
I am rejecting this response because:
UPDATE BrandsMart USA and ******* Both Misrepresenting Facts
I am submitting this update because BrandsMart USA has now publicly posted on the BBB record that my gas range is out of warranty. That is FALSE.
I purchased this unit in June 2024 within one year.
The gas regulator leak is clearly documented by ******* service records and technician visit.
The gas leak is unrelated to the prior fire on the left burner the RIGHT burner regulator is leaking and remains unsafe.
BrandsMart is attempting to blame the age of the unit to avoid responsibility.
******* is attempting to force me to accept a PRORATED refund also improper under warranty and product safety requirements.
Both parties are now trying to avoid liability for a safety issue.
I request that this BBB record reflect these facts and that BBB hold BrandsMart USA accountable for publicly posting false warranty statements, and hold ******* accountable for improperly coercing me to accept a prorated refund when full warranty resolution is required.
These two companies are now acting in tandem to avoid full warranty responsibility for a documented manufacturer defect and safety hazard. This is being further reported to the ********************************** (****) and the ************************ (***).
I request BBB to continue to investigate this case fully and not close it prematurely. I will provide all supporting documents as needed.
****** ******
***********************************
Sincerely,

****** ******
Business Response
Date: 06/09/2025

In regard to BBB complaint 23349802
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, unfortunately the customer was confused between ******* and ********************'s ******************** response.
We are in contact with the customer and are trying to assist them with this issue with *******.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Initial Complaint
Date:05/14/2025
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.
O* 9/8/2023 I PURCHASED A* AR CO*DTO*ER FROM BRANDSMART FOR $399.99 A*D A* EXTE*DED WARRA*TY ***** ADDITIO*AL $150.00. O* APPROXIMATELY 4/5/2025 THE **** STOPPED WOR*G A*D I FILED A WARRA*TY CLAIM A*D APPROXMATELY 1M WEEK LATER A SERVICE COMPANY WAS SE*T OUT TO EVALUATE THE ****. THE TECH*ICIA* SPE*T LESW THA* 5 MI*UTES AT MY RES**E*CE, TOO A PICTURE OF THE ** TAG O* THE **** A*D RTEMARKED THAT IT WAS *OT BLOI*G M COLD AIR A*D MIGHT JUST *EED FREO*. I WAITED 1 WEE BWFORE CALLI*G BRANDSMART SERVICE A*D WAS TOLD THAT THEY HAD *OT RECIEVED THE REPORT FROM THE SERVICE COMA*Y A*D THAT THEYWOULOLD CO*TACT THEM A*D GET BAC TO ME. I HAD *OT GOTTE* CO*TACTED A*D 3 DAYS LATER I CALLED TO CHEC O* THE STATUS OF THE CLAIM A*D WAS TOLD AGAI* THAT THEY HAD *OT HEARD BAC FROM YHE*SERVICE COM-A*Y A*D WOULD EXPEDITE MY CLAIM A*D GET BAC TO ME. 2 DAYS PASSED WITH *O C*TACT SO O*CE **** CALLED FOR A* UPDATE, AGAI* I AS TOLD MTHAT THERE *HAD BEE* *O RELY FROM THE SERVICE TECH*ICIA* A*D THAT THE COMPANY WOULD BE GIVE* 1 MORE DAY TO RESPO*D A*D S*CE T WAS A THURSDAY I WOUD *OT *OWA*YTHI*G U*TIL THE FOLLOWI*G MO*DAY. I CALLED BRANDSMART O* MO*DAT AFTER*OO* A*D WAS TOLD THAT THEY WOULD *EED TO CALL THE SERVCE COMPANY A*D I HELD MO* WHIULEM THEY MADE THE CALL. 5 M*UTES LATER THEY CAME BACK O* THE*PHO*E A*D SA** THAT THYE *SERVCE COMPANY HAD STATED THYAT THE COMPRESSOR WOULDM *EED REP-LACI*G A*DTHEY WERE WAIT*G FOR APPROVAL. SI*CE 3 WEES HAD PASSED I ***** TO THE STORE TO PURCHASE A REPLACEME*T **** BUT ALL COMPARABLE ****S WERE SOLD OUT A*D ALL THEY HAD * STOC WERE ****S COSTI*G 2-3 TIMES MORE A*D COULD **** *O *** FRAME WHE* *EW ****S WOULD BE DELIVERED. IT HAS *OW BEE* 5 WEEKS WITH *O DECISO* SO I AS FORCD TO PURCHASE A *EW *** ELSEWHERE. I HAVE *OT BEE* CO*TACTED BY BRANDSMART A*D HAVE BEE* IG*ORED BY THEM. I *O LO*GER WA*T CREDIT FOR MTHE **** BUT A COMLETE REFU*D OF THR *PRCE OF THE * AIR CO*DITIO*ER A*D THE EXTE*DED WARRA*TY TOTALI*G $649.99 PLUS TAX. IT IS HOT I* *******.
Business Response
Date: 05/26/2025

In regard to BBB complaint 23330402
Thank you for the opportunity to respond to the customers complaint.
We apologize for this issue, We see that a credit for this unit was in our system since 5/13/2025.
Our store managers have contacted the customer and are waiting for them to visit the store location for a replacement.
Any further questions or concerns, please direct them to my attention.

Yours truly,

***** ******
Manager Customer Operations
********************** U.S.A.
Initial Complaint
Date:05/10/2025
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 coffee machine at my local bransmart. 88 st . The machine stopped working properly. I came back to bransmart to do a return and since then it's been a nightmare. First the machine is big and heavy, I went there to do return and after they gave all possible excuses told me to contact the manufacturer to do a claim for them do the return. I left. The phone number is called several times . I came back the following week with the machine. FOR SECOND TIME. The manager fill.out a claim for me on ******** website. They want to do troubleshooting while I was even inside the store. I bought the machine at brandsmart is a Carry out . I want my return done and don't. Make waste my time. It's been a headache something so easy as a return. In store they don't resolve this and I need to get it done . I bought the coffee machine at the store NO online.
Business Response
Date: 05/21/2025

In regard to BBB complaint 23313603
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we are in contact with the customer and was able to get the manufacture to arrange an exchange.
We are currently waiting for the customer to visit our store location to complete the exchange.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.
Customer Answer
Date: 06/06/2025

Better Business Bureau:

Good morning. They did an exchange for new one Thank you!!!

Sincerely,

Iviaine ********
Initial Complaint
Date:05/10/2025
Type:Billing 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 an iPad on April 13 2025. I gave the cashier my credit card to pay for the item. I just discovered that brandsmart put the charge on my debit card instead of my credit card. This has caused me a headache because of your incompetence!!! I WILL NEVER SHOP AT BRANDSMART EVER AGAIN!!!!!!!!!!
Business Response
Date: 05/13/2025

In regard to BBB complaint 23313284
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.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.

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