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:11/15/2023

  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.

  Im really disappointed wasnt the one I asked for exactly. On top of the Refrigerator is damaged. The delivery guys were not being careful when handling. They left trash as well

  

  Business Response

  Date: 11/20/2023

  In regard to BBB Complaint # ********

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

  We apologize for the issue. The issue was taken care of on 11-18-23. Anew refrigerator was delivered and the old one was retrieved. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

   

   

• Initial Complaint

  Date:11/13/2023

  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 bought a meat grinder from this store, i contacted them on 2nd november that my package was missing, that i had opened a claim with the carrier and they issued it stating it was misdelivered. They replied me saying that i had to remove my claim and that they will open another claim directly. After that its been 12 days and no reply. I asked them for the new claim number they supposedly opened with the carrier and they are ignoring my messages. I request for a refund! I am never ever purchasing again! Order ********

  

  Business Response

  Date: 11/16/2023

  In regard to BBB complaint 20865402

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

  We apologize for the issue. The customer has been issued a refund for the item. 

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

  Yours truly,

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

  AVP of Customer Operations

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

• Initial Complaint

  Date:11/13/2023

  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.

  5 1/2 weeks ago I called Brandsmart to tell them that my dishwasher didnt work after a year and a half. I did initially purchase the extended warranty with a Avanti when I purchased the dishwasher.I was told I would get a call back for a service appointment. I waited five days, and got a call telling me that I would wait another week and a half before someone could look at my dishwasher. The service person came, and told me that he needed to order a part. That would take 5 to 7 days and if they could not locate the parts, the company would give me a new dishwasher. Fast forward a month later and multiple phone calls to Brandsmart. A different story every time. At one point I was told the part had never been ordered, another time a woman hung up on me. Today I called and asked to be connected with a manager . I was forwarded to a menu that did not give me any options that would get me there. It is now a month and a half later and I have no idea whether a part has been ordered, exists, or if this dishwasher will ever be repaired . None of the seven phone calls that I have made to Brandsmart with a promise of a return phone calls have happened. This is the worst customer service I have ever experienced.

  

  Business Response

  Date: 11/16/2023

  In regard to BBB Complaint 20862477

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

  /We apologize for the issue. The issue was escalated to ****** (the Warranty provider) and due to parts not being available (backorder) the customer is being given a credit to purchase another unit. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 11/26/2023

  I received a phone call from Brandsmart. The customer service person told me that they were going to give me a new dishwasher since they were unable to locate the part necessary to fix the one that I currently have. She told me to come into the store and get the new dishwasher. I called the store prior to going, and they told me they had two in stock. When I got to the store there was one in stock and it was the floor model which was dented and the employee suggested that I not take the floor model because it had been opened and closed and been on the floor for a while. Now they are telling me that it will be at least two weeks before they get any more dishwashers in. So there is no resolution yet. Thank you for your help with this. I hope to have it resolved sooner rather than later. They have not kept any commitments to me, but I will keep my fingers crossed. 

• Initial Complaint

  Date:11/08/2023

  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.

  I purchased a ******* dryer from Brandsmart on Sunday 11/5/23 at 8:25pm or so right before it closed. First the lady state she will do her best to deliver the dryer Monday and promised she can have a manager change the delivery. When she called on Monday morning to confirm delivery for Wednesday she did not seem apologetic at all. She said nothing she could do. Ok fine. We waited until Today 11/8 machine arrived, and they took our old machine with them. Prior to signing the documents the delivery guys installed it, but it was NOT working. They told us it was the power not working. We signed off on delivery and had an electrician come and test the plug and circuit board. They charged us $250 for it! Just to find out its not the electricity its the MACHINE thats defaulted. My husband called to speak with sales rep, who told him to call a technician, my husband told them to resolve the issue since we bought it from Brandsmart. They refused, they also said we could not have the machine picked up and have our old one back. They refused. We want them to cancel the order because they said they wont deliver tomorrow a brand new machine (we leave the following day to ******) so we cant wait for a later delivery. They also do not want to return our other dryer back. Which is theft. The machine they gave is not working. We no longer trust brandsmart, the manager simply didnt want to speak with me I dont want to talk to them she stated very clearly today at 3pm. We have been on the phone with ******* letting them know that Brandsmart is not staying by their refund cancellation policy of up to 30 days from purchase. Brandsmart should be the ones to pay $250 for the electrician coming out, and all the time we wasted on the phone today was very stressful and got us nowhere. They *********** not exchange the dryer and bring it before our trip. They want to bring after we have left so we dont have a way to check it. NOT ACCEPTABLE I want full refund and electrician fee.

  

  Business Response

  Date: 11/10/2023

  In regard to BBB Complaint 20844946

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

  We apologize for the issue. We have contacted the customer and currently have an exchange scheduled for January 5th ****. The customer is unavailable until the date sated. Upon their return, we will address the concern of the electrician services as well.

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/03/2023

  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.

  I placed an online order through the BrandSmart.com website for a ******* Washer and Dryer on order # ******** on 10/22/23 and it was delivered and installed on 10/31/23. I went to the ******* website to register the washer today and ******* rejected my registration advising this serial# *************** was previously reported sold and registered by another customer in April, ****** did not attempt to register the clothes dryer but will do so and update this claim if there is an issue. I am seeking either a replacement for this washing machine or financial compensation due to the fact I have purchased a used product that was represented as new.

  

  Business Response

  Date: 11/06/2023

  In regard to BBB Complaint 20823114

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

  We apologize for the issue. We have contacted the customer and have provided a positive resolution. 

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

  Yours truly,

  ***********************;

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:10/28/2023

  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.

  December 29 we bought a dryer and a washer at Brandsmart address one *******************************************************************. Around three months ago. Our dryer stopped working. We paid guarantee for four years when we bought it they tried to fix it, but they finally said they will give us either a replacement or the credit. We picked the credit because general manager *********************** told us that he can give us for the price of the credit the dryer that will be similar to the washer we bought and will fit in the space that we need to put our dryer. Today is October 28. Im here at the store and they havent been able to solve my problem and they also want me to pay guarantee to put a ticket for them to be able to find out if in the warehouse they have the dryer needed( appliances manager ***************** is the one that says we need to pay the ticket for him to find out on Monday if they have the product). We need your help solving this problems since this is a Better Business Bureau accredited Business.

  

  Business Response

  Date: 10/30/2023

  In regards to BBB Complaint 20794783 

  We apologize for the issue. After investigation, we have learned that another location has solved the matter for the customer. 

  The customer made a different selection of the product in question. 

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

  Yours truly,

  ***********************;

  AVP of Customer Operations

  ********************** ****** 

   

   

  Customer Answer

  Date: 11/06/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:10/10/2023

  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.

  10 months ago I purchased the Whirlpool refrigerator from h*** from Brandsmart. This is a LEMON. They installed a new freezer door! It does NOT close properly and lets air in at top and ice crystals freeze on inside of freezer. Model number WRS555SIHZ06 Serial Number *********** Invoice # ****** I should have returned it after the first week when an ice cube randomly popped out of the dispenser an hour after we had used the ice dispenser. Below are the problems with this refrigerator: Ice cubes get caught in the flap that is suppose to close after each use. Ice cube storage bin melts from the bottom because warm air gets into the freezer when an ice cube is stuck there. Items in the back of the refrigerator are constantly frozen. Water in dispenser trickles out so slowly that it takes 3 full minutes to fill a glass with water. Fruits and vegetables become wilted quickly. Much faster than my previous GE refrigerator. Icemaker is now officially broken. Repair man came out two times and now is replacing the door because a WIRE broke in the door. He has ordered a new door which will take 1 -2 months to come in. This is outrageous. The good news about Brandsmart is that the salesman seemed knowledgeable and the process of purchasing it was effortless. The delivery and installers were knowledgeable and efficient. I have a LEMON. I want a new refrigerator - and I am afraid of Whirlpool after this experience. I will purchase another refrigerator at Brandsmart if you will give me my money back and take this one away. ************

  

  Business Response

  Date: 10/11/2023

  In regards to BBB Complaint 20717947

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

  We apologize for the issue. We have contacted the customer and have authorized a pickup and exchange. The customer can visit one of our local stores and select a different model. The customer is responsible for any differences if the cost of the new item is more money. Brandsmart ****** will also cover the cost of the new item's delivery fee. The customer will contact us when selecting their new model. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a washer and dryer that I love but it was a front loader that I have never owned before. My hook *** on the wall are dryer first and then washer. Which created a big problem. The doors open to the middle. You are unable to load the laundry because the doors block your access. I had to pay for Brandsmart to come out and switch the unit from one side to the other. So the access will not be blocked. ******* store appliance manager says it is my fault. And I should know that they were not placed properly and when you call customer service. The call has to be made within 15 days to have them switched around. So therefore they will do nothing. And be allowed to install appliances incorrectly. Not my fault they came out after the 15 days.

  

  Business Response

  Date: 10/06/2023

  In regards to BBB Complaint 20700447

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

  We understand that unintentional mistakes are made and will refund the customers labor fee of *****. The customer will be contacted during business hours with the resolution. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 10/10/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:10/03/2023

  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 bought a Whirlpool refrigerator, WRF757SDHZ from BrandSmart on August 23, 2023, receipt #**********, membership #********** which was delivered on August 26, 2023 for $1,499 which was an opened item with Return Days for 15. 48 months warranty parts was purchased for $299.99 and delivery fee for $39.99 which includes set up.I called August 27 to say refrigerator wasn't working properly and they told me to give it 72 hours which I did. Still the ICEMAKER was not working. I called again on September 2, 2023 where they told me a technician would come out in 5 days to repair. Technician came and said NEW REFRIGERATOR NEEDED PARTS, they would order it and come back. I heard absolutely nothing from Brandsmart after that. I called again on September 16, September 20, September 23, September 26 and September 28. I was told they couldn't get the part and they have contacted ********* and a NEW REFRIGERATOR would be delivered to me to replace this defective refrigerator.On September 28, I called again and was told part was ordered and that I had only called once which was not true as the representative looked through the notes after I explained to her that I called about twice per week. This is not right for a large organization to take almost $2000 from a customer with a faulty product and keep giving me the runaround although I have BOTH - Manufacture Warranty - Brandsmart Warranty for 48 months Please help me resolve this matter as each time I called especially yesterday I was on the call for almost 1 hour. Thank you

  

  Business Response

  Date: 10/04/2023

  In regards to BBB Complaint 20673553 

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

  We apologize for the issue. We have exchanged the refrigerator for the customer on *******. 

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

  Yours truly,

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

  AVP of Customer Operations 

  ********************** ****** 

  Customer Answer

  Date: 10/06/2023

   
  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,
  
  ******************************* Poten

• Initial Complaint

  Date:09/27/2023

  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.

  I am writing to express my disappointment and frustration with the recent order that I purchased from BrandsMart USA online Order Number #******* receipt **********. I still missing the microwave to be delivered I have been calling every day to the customer service department and the direct person who was helping me with the order, but their answer is someone will call me back and I am still waiting. Also, The refrigerator was delivered and the doors are noticeably uneven, which not only affects its appearance but also its functionality. This misalignment prevents the doors from sealing properly, leading to temperature fluctuations inside the fridge and freezer compartments. I kindly request that BrandsMart USA take immediate action to rectify this situation. I believe that resolving this issue promptly and professionally is in the best interest of both BrandsMart USA and its customers. I hope that BrandsMart USA will take this matter seriously and demonstrate its commitment to customer satisfaction. Please feel free to contact me at ************** or ********************** to discuss the next steps or to schedule a service appointment. I expect a timely response and resolution to this matter. Thank you for your attention to this issue, and I look forward to a swift resolution. Sincerely, ***********************.

  

  Business Response

  Date: 09/28/2023

  In regards to BBB complaint 20667111

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

  We apologize for the issue. We currently have contacted the customer and have a team scheduled to level the doors on Monday 10-2-23. We have also rectified the issue with the microwave. The customer will contact TCI installation services to schedule the delivery and installation. 

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

  Yours truly,

  ***********************;

  AVP of Customer Operations

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