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

  2918 Buford Dr Buford, GA 30519

  

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:09/25/2023

  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 have had nothing but problems with the ******* washer and dryer that I purchased from Brandsmart. I have had multiple service calls for them both with my warranty. The most recent one was repairing the housing on the dryer on Friday 9/22 and resulted in a fire in my garage that easily could've burned my house down. I had a few small items in the dryer that same night and heard a popping noise from inside the garage. My lights started flickering inside the house and I heard more popping sounds. Luckily, I was there and ran out into the garage to see what that noise was. Immediately I smelled something burning and then saw smoke coming from the back of the dryer. My daughters helped me open the garage door and I somehow was able to rip the dryer from the wall to drag it out into the driveway. Through the vent, I saw flames coming from inside of the dryer and they were getting larger. I had to use an entire kitchen fire extinguisher to put the flames out. My air conditioning unit is right behind the dryer so my entire house has smelled like fire and smoke for days now. I have not gotten any response back from Brandsmart. I've called multiple times now. I have pictures and videos of these events.

  

  Business Response

  Date: 09/28/2023

  In regards to BBB complaint # ********

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

  We apologize for the issue. Corporate Management is currently working with the customer with resolutions. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20655480
  
  I am rejecting this response because:
  Brandsmart stopped responding to me and forwarded my case to their insurance company.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/09/2023

  In regards to complaint 20655480

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

  Due to issues involving home damages and more, the complaint is being handled by our third-party claim's administrator. 

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

   

  Customer Answer

  Date: 10/09/2023

  ************************* from ********** Services is the third-party claim's administrator and has now stopped responding to me.  I have called multiple times and sent multiple emails since the ******* Technician was at my house last Monday afternoon on 10/2.  ******* sent their official report to Brandsmart and ********** Services stating that this fire was the result of the Brandsmart installers not clamping the wires down when they were done working on the dryer earlier that day.  

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20655480
  
  I am rejecting this response because:
  
  Their third-party liability claims adjuster has not responded to me in over a week after multiple phone calls and emails.
  

   
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/11/2023

  We have reached out to Broadspire. We have been told that the customer will be contacted within 24 hours. We apologize for the delay.

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  - Transaction Date: 09/12/2023 - $1962.67 - Communication breakdown that Washer and Dryer Unit/Instillation located on the Second Floor of my home.- After extended hold times, multiple transfers, multiple visits to store location & multiple failed resolutions such as ************** not being equipped with the proper equipment, ************* not being aware to remove the shipping bolts before activation, ************* damaging both units resulting in defective units, and Final removal of the units resulted in water continually dripping from piping which may lead to more damage *Video Evidence will be provided upon request* I'M REQUESTED A FULL REFUND (NO RESTOCKING FEE) due to defective products, poor communication skills and unfavorable service - Receipt Number: **********

  

  Business Response

  Date: 09/25/2023

  In regards to BBB Complaint # ********

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

  We apologize for the issue. We appreciate the customer bringing this issue to our attention. The customer's unit has been picked up and credits have been issued back to the original method of payment. One was for the products minus the restock fee mentioned in the complaint, the other is for the restock fee. Please allow up to 3 business days to reflect back to the account. Once again, we apologize for the issue. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 10/09/2023

  Hello,
  can you please clarify? If the BrandsMart account was rectified, (Assigned #********) why is ************** still showing that I still have a balance in the amount of $117.00? 
  Thank you in advance!

  Customer Answer

  Date: 10/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  can you please clarify? If the BrandsMart account was rectified, (Assigned #********) why is ************** still showing that I still have a balance in the amount of $117.00? 
  Thank you in advance!
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/13/2023

  In regards to BBB Complaint 20647587

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

  We apologize for the issue. After researching the issue, we have found the problem of accessories and the original delivery fee not being refunded. 

  We are processing the credit. Please allow up to 3 business days to reflect on the Synchrony account. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 10/17/2023

  Hello,

  Thank you so very much!

• Initial Complaint

  Date:09/18/2023

  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 have requested multiple times for Brandsmart to remove my mailing address from their mailing list but I have not received a response. I sent multiple emails to ******************************* who is the ** of customer relations, and who in the past took care of removing some of my addresses. This time nobody answered,

  

  Business Response

  Date: 09/19/2023

  In regards to BBB Complaint 20622624 

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

  We apologize for the issue. We will forward the customers information to the proper ***** to have the customers mailing address removed. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 09/20/2023

   
  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:09/14/2023

  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.

  On Feb 2022 purchased a couch model numberGPRSUCAPLGR Serial number *******. Approximately 6 months latter brand mart *** replace couch because of the issues in the photos. Photos provided are the wearing of the present couch .Has you can see the peeling and wearing of the material. Called the sale person ******************************* ************ then through e-mail,which he has nothing more than taking me for a ride,he stopped communicating with me providing no answers. The warranty on the product Was one year I would assume when you replace the product your warranty would start over for a for year.I bought and extended warranty which when I bought the couch was told these types of deflects would be covered,when I called about this they told me no,when I said the sale person told me everything would be covered Brand mart response was no,and that I should have read the 20 page agreement before buying. I think I should have been given a copy of the agreement before purchasing. No one reads these agreement before purchasing just another excuse to denied my claim note the photo has my receipt which can't be read, **************** Thank You for your time. ***************************

  

  Business Response

  Date: 09/20/2023

  In regards to BBB Complaint 20606440

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

  We apologize for the issue. Corporate Management is working on a positive resolution for the customer. The customer will be contacted within 48 hours.

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:09/13/2023

  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.

  On 07/23/23 I purchased a refrigerator from Brandsmart USA (*******, **). On 07/26/23 the incorrect refrigerator was delivered. The delivery was NOT accepted and I made contact with Brandsmart via landline stating that I did not accept the incorrect refrigerator. At no time, did a representative attempt to fix the problem. The refrigerator was purchased by opening a Brandsmart credit card ***************** Even though the refrigerator was never accepted, the Brandsmart credit card was charged $2351.08. I have been disputing the charge of the refrigerator for almost a month. I have contacted ************** on 8/14, 8/24, 9/1, and 9/13 and nothing has been resolved.

  

  Business Response

  Date: 09/15/2023

  In regards to BBB Complaint 20599855

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

  We apologize for the issue. We have addressed the problem, the customer has been issued a credit back to their Synchrony Account. The credit was issued on ****, please allow up to 3 business days to reflect back to the account. We are sorry for the inconvenience. 

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

  Yours truly, 

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:09/07/2023

  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 ordered a dishwasher from Brandsmart online on September 2nd. I received a confirmation email advising the delivery date for September 6th. September 6th came and nobody came, so I called customer service and I was told my order had a fraud hold on it and that is why it didn't get delivered. Keep in mind the payment did go through my credit card. I then got transferred multiple times and finally got to the fraud department who told me there was no fraud hold on the order it was an glitch or error and they will release the order. I called customer service back later that same day to make sure the order was released and they told me no, the order is on hold for "accessories" and i got transfered to ******* from the Web Team. He told me that the order was on hold still and he didn't know why and could not release it. He then asked me if i needed installation and the tubes i needed to install the dishwasher. I told him NO, I did not need any of that, my order didn't include that since I already had everthing I need. He said he will call me back. I called him back the next day and he said he had not talked to anyone yet to try to resolve the issue. I waited again for his call. when he called me back he told me that the order will be installed, and i told him DO not charge me for installation as I already told him that I did not them to install the appliance. He then told me the next deliver day was Sept. 12th. This was unacceptable since i had placed my order and had a deliver day of September 6th and this was all Brandsmart's fault. Nobody called me to let me know the order was held. He then proceeded to tell me the order was held in "Clear house" it was not Brandsmart. Itold him that was the third hold reason I had been told from Brandsmart. I feel like my order was held on purpose for the accessories/installation and was not released. I need this delivery date expedited or deliver fee refunded since they did not meet the deliver date that originally was promised.

  

  Business Response

  Date: 09/11/2023

  In regards to BBB Complaint # ********

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

  We apologize for the issue. Corporate Management had contacted the customer, a successful delivery was completed on 9-9-23. 

  Any further questions or concerns, please contact me directly. 

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:09/05/2023

  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.

  Subject: Order #******** - Delayed Delivery I am writing to address an ongoing issue with my recent purchase order, #********, for a washer and dryer set. I want to make it clear from the beginning that my intention is not to sound hostile or accusatory, but rather to find a resolution to this matter in a fair and timely manner.On July 28th, 2023, I made an online purchase for a washer and dryer set from your company. Prior to the scheduled delivery, ****, the manager of chat/delivery, who informed me that the washer was not in stock but the dryer was available for delivery. I explained that I needed both appliances together and could not accept delivery of the dryer alone.Unfortunately, without my authorization, I received the dryer a week later. I immediately contacted **** to inquire about the status of the washer, and he informed me that there had been a mistake in processing the request. He mentioned that the washer was in transit from ********** and should be delivered to the Brandsmart warehouse by following week.After waiting for an additional week, I contacted and spoke with ***** for an update. She assured me that she would email the transport company to verify an estimated time of arrival and would call me the next day. However, she failed to follow through and only called me a week later to inform me that I would need to wait for another 6 weeks.This extended delay is highly inconvenient and unacceptable for me and my family, as we have a significant amount of laundry piling up. I feel it is unfair to ask us to simply cancel our order and pay a restocking fee for the return of the dryer that was never authorized for delivery in the first place. I kindly request a proper and immediate solution to this matter. I trust that your company values customer satisfaction and will take the necessary steps to rectify this situation promptly. I appreciate your attention to this matter and look forward to your prompt response.Yours sincerely, **************

  

  Business Response

  Date: 09/06/2023

  In regards to BBB Complaint # ********

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

  We apologize for the issue. We have contacted the customer and provided a replacement washer and dryer to be delivered on Friday 9-8-23. 

  The customer is satisfied with the resolution. 

  Any further questions or concerns, feel free to contact me directly. 

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 09/08/2023

   
  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:08/24/2023

  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 placed an order for the ******* microwave (******* 1.7 CuFt **** Watt Over-The-Range Microwave In Stainless Steel, Model: ****** | Sku: ME17R7021ES/AA, $220.32) to complete my kitchen set we had purchased in May of 2021. This purchase was actually prepaid at the same time the rest of the kitchen appliances were ordered and delivered. This included the refrigerator, range/oven and dishwasher. We were told we would be contacted when the microwave was in stock and could be picked up or delivery scheduled. We received no contact from Brandsmart and decided to go to location to pickup when we thought it may have been back in stock according to the website. Upon arrival, we were told it still wasn't available and they would let us know exactly when it could be delivered to us. Again, no communication from Brandsmart and I emailed multiple times inquiring about the product with no response. I would appreciate either the product delivered which was paid for or a refund of my money as we were basically forgotten about and lied to multiple times. I have made multiple purchases with the company and don't understand how they can not deliver the product and just take my money without any concern for future business from me.

  

  Business Response

  Date: 08/28/2023

  In regards to BBB Complaint 20505466

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

  We apologize for the issue. We have escalated the issue to our Management staff in our ********* location for investigation. We have been notified that the issue has been addressed. The customer has a scheduled delivery for 8-30-23 for the microwave. We apologize again for the issue. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:08/23/2023

  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 "Stacked" Washer/Dryer ************* from Brandsmart with the warranty. I have called since June and sent emails about issues with the Dryer Unit getting an error **. To Date I have not received a call back about a repair. I looked up online and they state this code appears to be due to Overheating. This appears to be a defect of the unit. I have ensured the vent is cleared and the filter is clean and attempted a reset and the unit continues to emit the ** error. The unit cost almost 800 and should not be having errors with the limited use it receives. The Unit is ******* 7.5 CuFt ******************** Dryer With Sanitize+ In Black Stainless Model: ****** | Sku: DVE45R6300V. No Response from Service for over 2 months now. Please CALL ME AT ************

  

  Business Response

  Date: 08/24/2023

  In regards to BBB complaint 20511788

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

  We apologize for the issue. The complaint has been escalated to our ******************************* We have tried to contact the customer via the numbers provided and have been unsuccessful. The customer has also been emailed from the ************** director ********************* and currently waiting for a response. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:08/18/2023

  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.

  We filed a claim for repair on the refrigerator we purchased less than a year ago. So far its been 50 days with no results for the repair or replacement outlined in the contract. Several calls have been made to Brandsmart as well as the protection plan holder with no resolution offered but excuses and stall tactics. Basically a breach of the service agreement which all all parties agreed to at the time of purchase.

  

  Business Response

  Date: 08/22/2023

  In regards to BBB Complaint 20492179 

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

  We apologize for the issue. We have escalated the issue to the warranty provider (******) management. We have received notice that they are issuing the customer a credit to purchase a new item. 

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

  Yours truly,

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

  AVP of Customer Operations

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