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

  4815 S State Road 7 Davie, FL 33314-5646

  
• 

  BrandsMart USA

  7260 N Kendall Dr Miami, FL 33156-7822

  
• 

  BrandsMart USA

  10 S Compass Way Dania Beach, FL 33004-2371

  
• 

  BrandsMart USA

  5000 Motors Industrial Way Doraville, GA 30360

  

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:07/07/2023

  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 purchased this item 2 days ago i was informed by Manifatture that i have 30 days for an exchange reason why item is defective . i spock to manager and floor associate and they all refused helping me with a better solution or customer experience.

  

  Business Response

  Date: 07/10/2023

  In regards to BBB Complaint 20288590

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

  We apologize for the issue. We have received notice that the South ***** ****************** team have exchanged the unit for the customer. 

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

  Yours truly,

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

  AVP of Customer Operations 

  ********************** ****** 

• Initial Complaint

  Date:06/30/2023

  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.

  Date: 06/28/2023 Ordered: A front load ******* washer and dryer set and was told free delivery the only issue is their MANIPULATION when they dont have what you want in stock. They tell me we will upgrade you for the same price? Still not sure I was upgraded to anything better. I had free delivery with the out of stock one and with the new one it was now $44 to deliver. Did a live chat with a woman who was quite rude in her obvious way of acting as if she Didnt Get It. Then she lied to me and told me there are NO FREE DELIVERIES. THAT IS A LIE. My father owns 12 law firms and Im not stupid when Im being shafted. Needless to say I have no washer so Im in a bind and at this point, so frustrated that I purchased now I decided I want something for my health I did not know was made except Brandsmart does not carry the color Id like so I would like a full refund, this is very confusing and I am not happy with my purchase, which I did not receive it and dont want. Im not trying to be a jerk, if they had the sapphire blue in the allergen reduction, GE front load washer, I would ask to change, but since they dont , I would like a full refund. I dont need them to come out and install this. Also important to note you cannot get through to these people. The lack of customer service is unbelievable. Try that was Lowes or ********** theyd be out of business no wonder Brandsmart is not doing as well as they used to , if I paid $1500 for something youre **** right I want to me answer the phone when I have a problem I have horrible asthma and if you do not get this straightened out for me Im gonna have a major problem in Brandsmart and Im not afraid of them . Im really peeved that nobody can help me right now. Please get back to me as soon as possible. If anybody else go to another store thats reliable thank you for listening. God bless.

  

  Business Response

  Date: 06/30/2023

  In regards to BBB Complaint 20257925

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

  We apologize for the issue. As per the customer's request, the order has been cancelled. The refund is being processed and usually takes up to 3 business days to reflect to the customer's credit card. We have sent via email proof of the cancellation and refund that is being processed. We apologize again for the issue and are taking action with the internet (chat team) in reference to the mentioned issues. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:06/26/2023

  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 5/28/2023 I purchased a 4pc whirlpool kitchen appliances package from brandsmart which is a stove,dishwasher, microwave and refrigerator it was delivered on June 3rd,2023 upon arrival I observed black ****s, starches, dent,broken shelves door, human hair, ****ers **** of blue and red colors, vaseline inside the refrigerator and with extremely dirty condition upon arrival of delivery. I reached out to them immediately and they rescheduled for replacement for june 8th, 2023 which they were not able to fulfill the delivery within the time frame not even to reached out to say we are running late,I got frustrated asked for a refund for the refrigerator they gave me a pickup date for June 17th, *************************************************** the day before with a time frame for pickup which did not happen,no one called me even on the pickup date with a time frame, i have been calling and emailing about the pickup getting the run around been transferred to different departments and getting hanging up on,no resolution on this matter from customer service, i take all the necessary measures to get this issues resolved and no resolution from brandsmart am extremely disappointed with there products and services. For inconvenience me with use dirty refurbished refrigerator and time after i paid for a brand new refrigerator and ended up with a poor dirty condition one customer services is poor and I can no longer storage their product I stress to them in email and phone conversation that I need my space I can not storages the refrigerator any longer I need it out of my garage and no one seems to care. I need help I used my entire Saturday of June 17,2023 reaching out to brandsmart company and getting the run around all day at this point I feel like putting it off my premises. They refuse to give me back my money telling me after they pickup it then I can get the refund when they did not made any attempt or even reached out to me about picking up it. This matter needs national attention.

  

  Business Response

  Date: 06/20/2023

  ******,

  Thank you for bringing this to our attention. We will have a member of our team look into this and get back to you as soon as possible. Your customer service reference number is: HSC1137616. If you have not been contacted within 1 business days, please call **************.

  Kind regards

  Customer Answer

  Date: 06/20/2023

  I have not received any call from business as of 6/20/2023 6:53pm

  

  Business Response

  Date: 06/27/2023

  In regards to BBB Complaint 20201331

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

  We apologize for the issue. Management in the Stockbridge location had customer's unit picked up on 6-24-23 as requested. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20201331
  
  I am rejecting this response because:brandsmart has not resolved this issue appropriately they was unable to replace the unit on the 6/8/2023 which resulted in inconvenience of lost wages and was also unable to pickup it on the 6/17/2023 which I  was also inconvenience storages of 2 weeks occupied my space I reached out to brandsmart by phone and eemails. No one has yet to addressed the issue of the condition of the refrigerator that was sent to me instead of a brand new refrigerator which needs to be addressed and to assure customers this type of services is not acceptable. I have trails of emails and phone calls to proof this issue. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/25/2023

  Type:Customer Service 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.

  It's about my complex dumpster. The *** will send me a bill. The incident happened yesterday dated 06/24/23 @1:30 PM. Two staff were very unprofessional and careless. One of them instead of guiding the driver was on his phone. Even during the work, he couldn't get off of his phone. You need to pay from his paycheck, so they will learn to care about the job. The *** will give me a copy of the video and the bill for the damage.

  

  Business Response

  Date: 06/26/2023

  In regards to BBB Complaint 20233682 

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

  We apologize for the issue. We have escalated the issue to Management at Ryder Logistics (delivery provider for Brandsmart in *******) to assist with the damage provided. They will be contacting the customer within 24 hours for assistance. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:06/22/2023

  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.

  12 months ago I purchased a stove, refrigerator, washer, dryer and dishwasher form the ******************* store in **. I already had a Brandsmart credit card and was offered 18 months interest free starting the day of my purchase 12 months ago. Yesterday I realized that the CC company had charged me $1,100 in interest, before the 18 months had expired. When I got in contact with the credit card company, I was advised that the salesperson never applied an 18 month promotion. She instead applied a 12 month promotion to my card. Causing interest to start accumulating on my credit card. I was lied to at the time of the transaction and now the credit card people and ********* refuse to do anything about it placing the blame on me stating I should have read the mile long receipt before AFTER making the purchase and before leaving the store.My desired outcome is for the interest accumulated on the account to be removed so that I can pay off the credit card and NEVER STEP FOOT IN THIS STORE EVER AGAIN.

  

  Business Response

  Date: 06/26/2023

  In regards to BBB Complaint 20222101

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

  We apologize for the issue. We have notified our accounting department in reference to the issue. We have been told that a promotion change has been submitted. Please allow up to 3 billing cycles for the adjustment to reflect on the statements. The interest fee required will be adjusted and the customer will receive the additional 6 months as told at point of sale. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/21/2023

  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.

  6/14/2023 purchase a ******* refrigerator @ BRANDSMART USA. receipt number ********** on 6/16/2023 refrigerator was delivered. It dint not have panels and delivery person said, Oh wow sorry they forgot the panels. I accepted the item thinking well, i will call store and see what happened. The sales person was not available. Spoke to customer service and a so called supervisor (*****) in sales. I was told that it was my fault that I did not order the panel, and that they are extra. At time of sale I expected to receive what is on display. A refrigerator with white panels. At no point in time was told that the panels were extra. I should not be expected to know the model number or nomenclature to know what I need to order. When speaking with ************ told him, I wanted to return the refrigerator. I asked if I had to send request in writing to a specific email. He said no That I will get an email from corporate to the request. I have called several times and spoke to customer service, every time I do they have no idea or request for that cancellation. I suspect that dragging their feet is a way to consume the 15 days return police they advertise.. I can't find an email or any information online to formally cancel and return this item.I will drive to store and hope to speak with store manager. Today is 6/21/2023

  

  Business Response

  Date: 06/23/2023

  In regards to BBB Complaint 20218678

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

  We apologize for the issue. We currently have a delivery appointment for 6-26-23 scheduled to pick up the refrigerator, the refund is processed after the unit is returned to our distribution center. Please allow up to 5 business for processing (after pickup). 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:06/15/2023

  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.

  COMPANY: BrandsMart ****** (The Company)TRANSACTION TYPE: *********************** of electric free standing kitchen range.COMPLAINT TYPE: Installation Safety Complaint.TRANSACTION DATE: Purchased 06/13/23, Installed 06/15/23 TRANSACTION PRICE: Range $1092.90, Installation $39.99 The Company agreed to deliver and hookup the range and install the Anti-Tip device.The ******************** DID NOT INSTALL the included "Anti-Tip Bracket".The Company DID NOT INFORM THE CUSTOMER the bracket was not installed.The Company DID LEAVE THE PREMISES WITH THE BRACKET without informing the customer it was not installed and that they were taking the bracket with them.The customer did assume the Anti-Tip Bracket was installed.The customer discovered the Anti-Tip Bracket was not installed while further leveling the range after The Company left the premises.The customer has requested that The ******************** return the bracket.The customer will install the Anti-Tip Bracket after it is returned.CUSTOMER REQUESTED RESOLUTION:1. Direct contact by a responsible party within The Company that has the authority to insure that this gross safety error is not repeated.2. Appropriate training, process and procedure updates or creation to address this issue.3. A risk assessment to be performed by the company to address the potential of previous faulty installations with notification to customers of the potential risk.4. The Company to understand the seriousness of this error and or practice. As the electric range instructions indicate - "A child or adult can tip the range and be killed. Failure to do so can result in death or serious ***** to children or adults."5. The Company to understand their responsibility and liability. See - Ikea Reaches $46 Million Settlement Over Death Of Toddler Killed By Dresser Tip-Over.

  

  Business Response

  Date: 06/16/2023

  In regards to BBB Complaint 20191262

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

  We apologize for the issue. Brandsmart ****** uses Ryder Logistics for deliveries in South *******. We appreciate the customer bringing this to our attention, this issue has been escalated to their management team. The customer will be contacted within 48 hours in reference to the issue. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

   

  Customer Answer

  Date: 06/16/2023

   
  Better Business Bureau:
  
  I have been contacted directly by the business Logistics Manager in reference to complaint ID ********, and am hopeful that they have processes in place that will correct this issue and address my requested resolutions.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/15/2023

  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.

  I filed a claim against my KitchenAid Dishwasher with Brandsmart ******************************* That I had paid for went I bought the washer August 23, 2021. I filed a claim on June 8, 2023 for the dishwasher not cleaning the dish, not working correctly. It's still under the warranty until August 21st. The Technician came out originally and told us the dishwasher motor was defective and they needed to order the part. The technician ordered the part and came back for the repair on June 14th, 2023.The Technician does not speak English and couldn't tell us why he couldn't repair the dishwasher and since a language issue, he stormed out and what I can gather was that he didn't know how to do the repair. After the technician left I made multiple calls for the last 2 days (ALL DAY LONG) to the ************* getting the run around and being hung up on multiple times. I requested them to come back with a different technician and to repair the dishwasher. The explanation that I was given by multiple employees is that they do not have any other repair technicians in the area and can't explain what the problem is.Now this morning I wake up to my kitchen flooded with water. I look under the sink and I see one of the hoses to the sink was removed. So now i have water damage. My only explanation was that he must of removed the hose and forgot to plug it back in before he stormed out yesterday.This is unacceptable. At this point they are refusing to repair and send a different technician.This is a deceptive tactic. I don't see why they cannot send another technician. I do not one this gentleman ever to step in my house again.All I want is the dishwasher repaired or replaced. According to the documentation that I have if they cannot fix the problem they need to replace with a new unit. Here is the claim # I filed with Brandsmart Service CL#********** I've attached the receipt and extended service plan that they provided.I'm looking forward to a resolution

  

  Business Response

  Date: 06/16/2023

  In regards to BBB Complaint 20190549 

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

  We apologize for the issue. We have escalated the issue to ******************* Currently we have an appointment on Monday 6-19-23 to access the problem. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

   

   

• Initial Complaint

  Date:06/11/2023

  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 Whirlpool refrigerator on September 17, 2023 from Brandsmart. However, since the first day, my veggies have been freezing. I called and a technician came, but the problem was not fixed. I made a second complaint and had to wait because the technician needed to order a part. Eventually, the technician replaced the part and instructed me to wait for 24 hours to see the results. Unfortunately, the refrigerator continued to freeze my veggies, and I don't know what he did, but now I also don't have a working water dispenser or ice maker.I called for the third time and scheduled a new appointment for last week, but the technician never called **** am extremely disappointed with this service. I paid extra money for the guarantee, which is set to expire this year in September, and yet my problem remains unresolved.I am requesting a replacement or a refund. I no longer have confidence in the quality of this refrigerator.Thank you for your assistance.

  

  Business Response

  Date: 06/15/2023

  In regards to BBB Complaint 20172669 

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

  We apologize for the issue. At this time the issue has been escalated to ******************* Currently there is a scheduled appointment for 6-16-23 to access the problem. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:06/01/2023

  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 television from Brandmart in Stockbridge on *** 10, 2023, my delivery date was set for *** 12, 2023 Friday I was told they dont give a delivery time nor a delivery time window. I took the entire day off and my television was not delivered. I lost a days pay and when I called the store, they were unprofessional and gave me the run around. I called back Saturday seeking help, I asked for a manager I was placed several times and then someone eventually hung up on me. I called back and ask for the General Manager young was very rude and drop to call to *********************** voicemail I left message on Saturday *** 13, 2023. I have yet to get a call back from him. I called back and asked for a manager once again to be place it on hold and transferred several times I finally got manger Zee. *** indicated the earliest she could have my television out to me was Monday 15, 2023 she even gave a window time something I was told they dont do. My delivery was set for *** 15,2023 between 10:30a to 1:00 pm and the deliver came around 11:00am when the young man took the television out there was no screws to put legs on television, they were missing the television also had a clinch in the screen. This is another day I have lost an entire days pay. I called the store Zee didnt come in until after 1:00pm, when speaking with her I explained to her what had happened. She asked to give her 15 to 20 minutes she was going to check and see if she had television to replace that one with. Today is Sunday *** 21, 2023, I have yet to hear back from manager *** nor have *********************** returned my call from a voicemail I left him. I am frustrated, I dont have television, nor have they refund my credit card that is accumulating interest day by day for something I dont have at no fault of mine and a pay will be due soon. I would like a call back from a manager or the General Manager that is going to do this right all the way round.

  

  Business Response

  Date: 06/06/2023

  In regards to BBB Complaint 20088016

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

  We apologize for the issue. The issue was addressed, and the customer has a replacement Television. 

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

  Yours truly,

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

  AVP of Customer Operations

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