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:11/30/2023

  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.

  purchased appliances for future delivery and was charged to my credit card on 11/10/23 with a promise to deliver all on 11/28/23. They took my money and only delivered partial items. They claim that they do not hold the merchandise even thought I paid for it and sold it to someone else. after 3 hours of fighting withg ******* the manager he told me they sold my stove which I paid for to another customer that wanted earlier delivery. this has to be illegal to charge for something they did not hold for my delivery. Now they finally agreed to deliver one to me in 3 days leaving me to have to pay someone to install because they say they can only drop off the item. How can a company take your money and not hold what you paid until scheduled delivery?

  Customer Answer

  Date: 12/01/2023

  Brandsmart just tried to deliver a replacement grill for the one they sold to someone else and this one is black not stained to match other appliances I just bought from them

  appliance manager transferred to ******* yesterday and no one in store has a clue what to do

  i I am losing hundreds of dollars in rebates and have no stove

  Customer Answer

  Date: 12/01/2023

  Sorry but my error on replacement stove

  seems it was the correct item but box was not matching model ss 

  I will meet with manager tomorrow to resolve 

  sorry for the confusion 

  

  Business Response

  Date: 12/05/2023

  In regard to BBB Complaint 20929918 

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

  We apologize for the issue. The customer received the missing item on *******. Customer is satisfied with the resolution. 

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

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/30/2023

  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 went to Brandsmart on November 7th to buy a refrigerator. I purchased a whirlpool top freezer refrigerator. The handle opened on the left side and I paid $10 to have it switched to the right. I received the refrigerator two days later, and the handle had not been switched. The delivery driver put in an order for a tech to come out and switch it at my home two days later. The tech that arrived two day later said he had not done a transfer on that type of refrigerator and he did not know how to switch the handle. He called his boss on FaceTime and his boss rescheduled for another tech to come out 2 days later, that appointment was missed but on Thursday I received a text saying that a tech was in route. He didnt know how to switch it over as well but he gave it a try. He was able to switch the bottom over but he scratched the refrigerator door and dented it in the process, the top handle was not able to switch over because the s**** hole was not there. He said he could not finish the job that I would have to call Brandsmart and they would need to send somebody else out there or replace it. I called and left a message for the general manager ***** five times he never called me back. I finally got in touch with *******. He said there wasnt much he could do but put another work order in. I called back and got in touch with ******, the manager over appliances and she was very rude to me and wouldnt really let me tell the story but said she wa going to put it in for new Refrigerator and will pick up the one at the house. Four days later no one had called me about the new refrigerator that was supposed to be dropped off. When I called back up there, the customer service department told me that ****** never put in for me to get a new refrigerator. She set up the return and said on the 28th they would deliver the new refrigerator. They never showed up. I can not get a call back and I have had the phone hung up on me repeatedly . I need help!

  

  Business Response

  Date: 12/01/2023

  In regard to BBB Complaint 20930542

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

  We apologize for the issue. The customers refrigerator with door reversal was completed on 11-30-23. 

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

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/28/2023

  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.

  well i was trying to get the ipad they had for ****** but representative said i can order it online so once i get home to order get monday it said in store only and i was trying to get a soundbar. so i reached out to customer service and they was no help nor did they try to help me get the ipad. so i see i will take my money and business to BESTBUY im sure they would have handled it way different. If yall are willing to resolve the problem you can call me at ************ if not its cool i will just go to Best Buy.

  

  Business Response

  Date: 11/30/2023

  In regard to BBB Complaint 20930674

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

  We apologize for the issue. The customer has been contacted by Management in our ********* location with a positive resolution. 

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

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/24/2023

  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.

  Purchase washing machine and dryer at BrandsMart ****** I went into store Just getting a delivery is a issue in itself Seen 11-17-2023 I have been trying to get these items delivered several times To get a delivery the representative for brandsmart usa set up the date and then the next day there is a delivery confirmation for the next day So on 11-22-2023 I got one of two items that was purchased at same time I rescheduled as usual but only this time no one sent confirmation I called brandsmart usa delivery department my delivery was not noted for Saturday after thanksgiving No one is resolving problem and is now saying the item was not sent to the delivery warehouse This is unbelievable The store delivery procedure is not good. On an different occasion the driver comes to the house and take pictures of the car but dont call or ring doorbell to let someone know its arrived Another delivery I had realized the delivery driver only take cash so the store is up the street and I had someone go get cash cause I thinking after he unload reload and hook up The cash would of been ready for the driver The Driver drivers off and dont return until the next reschedule date So that means he didnt even have both of the machines then either Each time a delivery is set up someone has to be home The picture uploaded is the old machines the instructions for delivery is 2/ For/2 and they took two and I received one. Make it make sense

  Customer Answer

  Date: 11/29/2023

  I have requested brandsmart usa to pickup dryer from my home and ask for all my money back I have already returned some items and started the return on the washer and dryer. Pick up of dryer is today Brandsmart usa was just waiting for the last delivery returned to get back to store brandsmart usa . Know waiting for refund of money.

  

  Business Response

  Date: 12/01/2023

  In regard to BBB Complaint 20913464

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

  We apologize for the issue. It is unfortunate that we were unable to assist the customer at this time. A refund has been processed per the customer. 

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

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/22/2023

  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 order a new washer and dryer from Brandsmart on November 19, 2023. I had them delivered on November 22, 2023. When the delivery person arrived, he did not even greet me and rudely asked if anyone above the aged of 18 was in the home. I responded yes. He came in and took a look at where my current washer and dryer are placed and immediately told me they wouldn't fit. After much back and forth, he finally installed them and they ******* in the space. Then, I noticed the doors opened towards each other. My mother had this issue and she had to get her washer and dryer switched so they door would open properly. I asked on site if he could switch the washer and dryer so the doors would not open towards each other. He refused stating they he couldn't do it and that I would have to call customer service to get it done. I asked him why he couldn't switch them while he was there instead of having to ask someone to come back out to do it. He profusely refused stating the cords wouldn't be correct if he did. Again, my mother just has this issue about a month ago so I knew that the washer and ***** could work just fine even if they were switched. After much arguing back and forth and because I would like to keep the washer and dryer, I signed the paperwork so he could leave and called customer service. I explained to the representative and manager my issue and they told me I would have to be charged a $39.98 fee to send someone back out to switch them. I don't think I should have to be charged a fee for something I originally asked for when the delivery person was initially there. I would like for Brandsmart to send someone out to switch the units they way I originally asked. It is super inconvenient with the current way the washer and dryer doors are situated. I can only switch the dryer door, which is easy enough to do myself, but that wouldn't fix my issue since there would still be a door in the way due to the washer.

  

  Business Response

  Date: 11/28/2023

  In regard to BBB Complaint 20907823

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

  We apologize for the issue. At this time we currently have an appointment to address the issue on Saturday 12-2-23. The customer is purchasing a drain hose extension due to the distance of the washer from the connections. Door reversals are only available on (most front load) dryers only, washer doors cannot be reversed. 

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

  Yours truly, 

  ***************************

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/21/2023

  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.

  Im having issues from this store I have a credit card through brandsmart synchrony bank I tryed doing early Christmas shopping almost 3 months ago Im disabled and cant really get around without assistance I was told by someone in customer service that I cant use my ********************** credit card provided to me through synchrony bank I should be able to use my card online or in store

  

  Business Response

  Date: 11/21/2023

  In regards to BBB Complaint 20900413

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

  We apologize for the issue. Brandsmart ****** uses a third-party service for fraud/guarantee protection. If they deny/cancel an order the monies are returned to the method of payment. In this case the customer was given the third-party service number for assistance. 

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

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/20/2023

  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 3 appliances early November with a delivery date of 11/20. The gas line I was sold was the incorrect size and I was never made aware that I might need an adapter. When I went back up to the *********, ** location, ****** my sales person stated "oh well, they don't know what you need." I never asked for the line, she told me what I needed. So my stove is inoperable and she stated I would have to go to ************** and get an adapter to fit and pay for a new delivery.I purchased a scratch and dent refrigerator. I had them move it across the showroom floor to make sure it worked...I checked it thoroughly. When it arrived it was damaged to a great degree...nothing around it to protect it and some things were missing that were there the day I purchased inside. The delivery guys made me aware and stated it was not in any shape for anyone to purchase and I had to see it...******, again, oh well.This was/is a horrible experience. Yesterday I had all of my appliances removed. I now have nothing to feed my children.

  

  Business Response

  Date: 11/27/2023

  In regard to BBB Complaint 20897115

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

  We apologize for the issue. We escalated the complaint to **************** in our ********* location. They have reported back that they have contacted the customer and are assisting with the resolution. 

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

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/20/2023

  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 ******* induction range from Brandsmart USA last year. We had it a couple of months ago when we did the self-cleaning option. Immediately afterwards the coating in the oven started to come off. We called Brandsmart and *******, and after they sent a tech to my house they told me the issue was cosmetic and not covered under warranty. We believe this is a safety and health issue, as the coating is flaking off and we do not want any of those particles in our food. This was a very expensive oven (almost $2,000) and I still owe around $1,400 on it and I haven't used it since March of 2023. I am just going to get another oven after 8 months of using toaster ovens

  

  Business Response

  Date: 11/21/2023

  In regard to BBB Complaint 20894016

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

  We apologize for the issue. The issue has been escalated to Brandsmart ******************* for another attempt to assist with the issue. It is unfortunate but if the manufacturer determined that the unit is not covered under their warranty, there is nothing that Brandsmart can do. As seen in the picture, it appears that while attempting to clean, a sharp object was used removing the porcelain. 

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

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB, My name is ******* *************. In 2017, my wife purchased a refrigerator at BrandsMart. I have a place I rent, and the refrigerator ****** I temporarily replaced the fridge with the one my wife bought in 2017 until I can replace the one booked. On 11/16/2023, I went to BrandsMart, bought the refrigerator to replace the ******** one, and returned the one my wife bought in 2017. On 11/18/2023, BrandsMart delivered; they were only supposed to give the fridge. They only had to do that, but they took the fridge my wife bought in 2017 with them. I asked them to take it back, and they told me I only had three days to pick it up, and I had to go in and pick it up myself. Now, I have to miss work on Monday, 20, 2023, to go and pick up the refrigerator they were not allowed to take in the first place. I never ask them to pick it up, and for them to pick the ******** one for me, I will have to pay $50 extra for that which I did not bear; now I don't know if the refrigerator is still working correctly and I have to pay someone to go and pick it up for me. What they did to me was unfair and inhuman. I want BrandsMart to replace the refrigerator my wife bought in 2017 because they were not allowed to take it, and now I have no idea what damage they have done to it. I want BrandsMart to take responsibility for what they have done to me.

  

  Business Response

  Date: 11/27/2023

  In regard to BBB Complaint 20891162

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

  We apologize for the issue. The customer's old refrigerator was delivered on 11-24-23 at no charge. The unit was delivered to a different apt. at the customer's request. 

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

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 11/28/2023

  Good morning, thank you for helping me with this case. Bands Mart did bring back the refrigerator;unfortunately, they have damaged the fridge, just as I had predicted. As you can see in the picture, the door handle is broken, and you can see all the damage on it. I called them and reported it, they told me there was nothing they could do for me. So, they took my refrigerator without my permission and damaged it and now they don't want to take responsibility for their action. They laughed at me when I told them I would file a small claim because they knew they had control. What they said go. The only one who is losing is us. We must work ***** hours every week to make ends meet, struggle to pay our morgens or rent,cannot take a vacation, cannot take our family to a nice restaurant, but this big company can do whatever they want to their customer. No one can say anything to them because they are in power; all we can do is nothing. 

  Customer Answer

  Date: 12/01/2023

  Hi, thank you for responding. However, the problem did not result. My refrigerator is damaged,and Brands Mart refuses to take full responsibility for its actions. I pressured all my electric appliances at Brands Mart. I am done with Brands Mart for how they responded and the action. I hope in the future, that does not happen to anyone else.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20891162
  
  I am rejecting this response because:

  Hi, thank you for responding. However, the problem did not result. My refrigerator is damaged, and Brands Mart refuses to take full responsibility for its actions. I pressured all my electric appliances at Brands Mart. I am done with Brands Mart for how they responded and the action. I hope in the future, that does not happen to anyone else.
  
  Sincerely,
  
  ******* *************

  

  Business Response

  Date: 12/04/2023

  In regard to BBB Complaint 20891162 

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

  BrandsMart ****** delivered the unit as planned. At the time of the original delivery (whomever was at the residence) gave permission for the Ryder delivery service to remove the refrigerator. Ryder Logistics do not remove items unless specified, clearly there was a miscommunication between the customer and his tenant.  When the customer called to complain about the removal, information was relayed to the delivery company and the refrigerator was held. As stated in the recent response, the refrigerator was returned and per the customer's request put into a different unit ( a service that is not usually honored) but as a courtesy given. All of the fees for the new deliveries were incurred by BrandsMart ****** and not from the customer. This is a 2017 refrigerator that is NOT in new condition and ***** did not damage the unit. If the customer is done with ********************** ****** that is his option as we are not responsible for his claims.
  
  Yours truly,
  
  ***************************
  AVP of Customer Operations
  ********************** ****** 

  Customer Answer

  Date: 12/05/2023

  Brands Mart employee has damaged the refrigerator, as you can see in the picture I have loaded. I never ask for Brands Mart to take the fridge.When they asked me at the store if I wanted them to take the refrigerator at the house because I still have the broking refrigerator, Bands Mart informed me that I would have to pay them $50. I told them NO. I did have a conversation with Brands Mart regarding the refrigerator; the only thing they had to do was deliver it. Brands Mart did it on purpose because when I told them the fridge was only six years old, they told me it was an old refrigerator; I dont make money to replace my refrigerator every six years like the employee at Brands Mart. I do things by the book; I follow the law because that is the right thing to do as a human. Just because Brands Mart has power does not give them the right to do whatever they want to the customer. They have done something wrong to me, and I want them to take responsibility for it. I thank you, BBB, but I am not satisfied with the outcome because I never asked Brands Mart to take the refrigerator and they have no right to ask my tenant any questions regarding the fridge because she was not at the store to begin with. Brands Mart made a mistake, and they must take full responsibility for it. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20891162
  
  I am rejecting this response because:

  Brands Mart employee has damaged the refrigerator, as you can see in the picture I have loaded. I never ask for Brands Mart to take the fridge. When they asked me at the store if I wanted them to take the refrigerator at the house because I still have the broking refrigerator, Bands Mart informed me that I would have to pay them $50. I told them NO. I did have a conversation with Brands Mart regarding the refrigerator; the only thing they had to do was deliver it. Brands Mart did it on purpose because when I told them the fridge was only six years old, they told me it was an old refrigerator; I dont make money to replace my refrigerator every six years like the employee at Brands Mart. I do things by the book; I follow the law because that is the right thing to do as a human. Just because Brands Mart has power does not give them the right to do whatever they want to the customer. They have done something wrong to me, and I want them to take responsibility for it. I thank you, BBB, but I am not satisfied with the outcome because I never asked Brands Mart to take the refrigerator and they have no right to ask my tenant any questions regarding the fridge because she was not at the store to begin with. Brands Mart made a mistake, and they must take full responsibility for it.
  
  
  Sincerely,
  
  ******* *************

• Initial Complaint

  Date:11/18/2023

  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 paid $4,614.47 for an appliance package on November 13th ahead of the Thanksgiving holiday ******** *** range, over range ************************ I also paid for delivery, warranties and extra parts. They gave us a delivery date of 15th. I got a call at 8:30pm on the 14th from a warehouse delivery guy who stated he cant find the fridge! They cancelled my delivery. I called the store sales person and manager the next day and they said they see it in stock but cant reach anyone in the warehouse. This has gone on for over a week now where ***** can reach a person in the warehouse to confirm if the Appliances I PAID for are there. All through this ordeal the managers at the store have funky attitudes about us being upset about our ruined Thanksgiving holiday without appliances to cook with and Im out of $4,272.72 of my dollars for appliances I dont have $249.98 for installation of appliances i dont have and $91.77 for parts to install appliances I dont have!!

  

  Business Response

  Date: 11/20/2023

  In regard to BBB Complaint 20888623

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

  We apologize for the issue. Upon receiving the complaint, the issue was escalated to management in our Stockbridge location. Our Appliance manager offered to assist the customer with a possible substitution for the refrigerator. The customer received a refund on the same day for the entire purchase, she elected not to see the Manager who was expecting to assist her. It is unfortunate that the issue happened, and we apologize again. 

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

  Yours truly,

  ***************************

  AVP of Customer Operations

  ********************** ******