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:05/30/2023

  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.

  Online Order ID ********, Amount: $174.99, Order Placed 05/11/2023 I placed this order as replacement of earlier order (ID ********, placed 03/03/2023, which I cancelled because after two months there was no delivery and no emails or ETAs for delivery).After placing order ******** on 05/11 I called Sunrise store, spoke with Sales associate, who checked the stock and told me the store had 4 items in stock. Other stores were also showing stock. When I check the order status on 05/30/2023; 19 days after order was placed for stocked item the status is still showing as Processing. My CC was charged on 05/12, over two weeks ago, and yet there is no delivery or order updates of any kind.The previous order (ID ****************************** charged my card on 03/04/2023, never delivered the item and refunded the purchase price on 05/12 after I called the **************** and cancelled the order.This company is either criminally negligent by charging customers for products it doesn't stock and not telling them that they don't have the item in stock, or simply criminal and committing fraud by charging customers with no intention of delivering anything.Please deliver my purchase immediately.

  

  Business Response

  Date: 05/31/2023

  In regards to BBB Complaint 20119870

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

  We apologize for the issue. We appreciate the customer bringing this matter to our attention. We are currently working with our internet division to avoid situations like these. It is never our intention not to deliver what is sold and we do apologize for the delay. We have contacted the customer and the delivery is set for tomorrow. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:05/26/2023

  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 Oct. 29, 2022 my husband and I purchased a washer and dryer from this business, which included extended warranty, washer and dryer installation parts, delivery and hook-up, totaling $ *******. The appliances were delivered on Oct. 31st. After delivery/installation we started using our new appliances. We tried to dry the first load of clothes and after over 2 hours they still were not dry. We contacted the store that same day and was told it would be 5 days before they could deliver a replacement. In the meantime we kept trying to troubleshoot to find out what the problem was. My husband remembered that he had put an old t-shirt in the dryer vent of our old dryer, while it was DISCONNECTED, when he was trying to repair it and waiting for a part to arrive, to keep the cold air from coming in from outside. So, he decided to pull the new dryer out and check the vent and sure enough the old t-shirt was still in the dryer vent!!! We contacted the store on Nov. 2nd after making the discovery that the delivery people did not installed the new dryer vent that we purchased but attached our OLD vent to our NEW dryer and took the NEW vent with them! When we finally got the store manager he apologized and offered to send the delivery people back out to install the new vent. We said no we do not want them back in our home just refund our money we paid for the vent. He said "fine", he would give us a refund. Well we never got our money back for the vent. Then later, in mid-March of this year my husband was concerned about the machines not being leveled so he decided to do something about it. After adjusting the feet on the washer he pulled the dryer out to do the same and discovered there were NO feet installed on the dryer as described in the manual!!! We called the store and was told they had them in the store and it would be a charge to have them delivered. We said we would come and pick them up. We were given the feet for the dryer but no vent when we asked about it. They instead showed ** a picture of a vent attached to a dryer that "supposedly" was taken of our dryer in our laundry room and stated it was a "New" vent. That in fact was not a picture of my laundry room floor, baseboard and wall. Also, the angle taken of the vent and dryer is impossible to take a picture like that in the space we have. And, finally, if they put on a new vent why would they go to the trouble of taking out an old t-shirt in an old vent that they are supposed to take away and put it in a NEW dryer vent without telling the customer? THAT IS A FIRE HAZARD!!!!! We could have had a fire in our house if we had continued trying to dry our clothes with that t-shirt stuffed in the vent. We are still using our old vent on the new dryer.

  

  Business Response

  Date: 05/30/2023

  In regards to BBB Complaint 20111565

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

  We apologize for the issue. We have escalated the issue to our delivery partner (***** *************************** to contact the customer. We are awaiting the outcome of the resolution. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:05/25/2023

  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.

  April 2022 I purchased an ******* dishwasher from Brandsmart in Sawgrass. I also purchased extended warranty. After a few months the dishwasher started to break down, they sent a technician to fix it, then broke down again after a few weeks, same technician fixed it again, then a third time, this time he ordered a part and replaced it, finally it broke down a fourth time and when they sent the same technician again, he said he did not know the reason they sent him they should just replace the dishwasher. This was ******************************************************************************* to arrange. Nobody called back so when I called, last monday (5/22) the person on the phone said they could not see the file and would call me back. Nobody called so I called again wednesday (5/24) same answer. Today (5/25) I called again in the morning and they said the need to speak to the technician, I asked to speak with a supervisor, I was informed all supervisors were in a meeting and someone would call me back soon. Noone did. SO I called again at 4 just to hear again, they have no info on file and they need to speak to the technician and someone will call me back tomorrow. I need my dishwasher

  

  Business Response

  Date: 05/26/2023

  In regards to BBB Complaint 20106014

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

  We apologize for the issue. We have escalated the issue to our ************************ for assistance in resolving the issue. The customer will be contacted as well with information. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20106014
  
  I am rejecting this response because: I was called Friday May 26, and was told someone will call me on Tuesday May 30 to arrange the replacement but I have not been called yet
  
  Sincerely,
  
  Nahuel Hilal

  

  Business Response

  Date: 06/02/2023

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

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

  At this time the customers item has been picked up (6-1-23) by Brandsmart ****** service ***** and is currently being serviced. The customer will be contacted when the service is complete. 

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20106014
  
  I am rejecting this response because:
  They called to advise that finally I would receive a replacement. They delivered a new item today but delivery person said that it had no cable and was unable to install. He said to call so they can send a technician again

  Sincerely,
  
  Nahuel Hilal

  

  Business Response

  Date: 06/15/2023

  In regards to BBB Complaint 20106014

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

  We apologize for the issue. According to our ************************ the issue has been resolved. A new dishwasher was delivered and installed after this rebuttal was submitted. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

   

  Customer Answer

  Date: 06/15/2023

   
  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,
  
  Nahuel Hilal

• Initial Complaint

  Date:05/25/2023

  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 ordered a kitchen appliance set placing a deposit down (#*******) for future pick up. We came back to the store in December 2022 ******************* location to pay the remainder of the balance. Once the balance was paid we were advised by the Appliance Manager ******* that the dishwater and microwave we originally ordered was out of stock and we had to select another appliance. This was the first concern. We then received the products December 23. The delivery personnel unboxed the stove and places the products in the living room due to the home being renovated. The place is being remodeled and the appliances were ordered to be ready once the kitchen was completed. The refrigerator was unboxed by the delivery personnel and placed in the home. We noticed the doors were uneven so I contacted the store to come out and fix it. They sent out a third party contractor to fix the appliances and once the delivery guys came they stated they didn't have the correct part to fix the door. They removed the front door to the residence to take the refrigerator out of the house and placed the item in their truck to attempt to fix it. They later said "It's supposed to be that way" and left. We then noticed once they placed the front door back on it was unleveled and leaning. The front door could not be locked due to this issue and We went into the store to get assistance. One in the store we spoke with ******* who stated that the contractors lied and said we refused to have the appliance fixed. He stated he can only go by the notes the contractors said and if we wanted to switch the item a restocking fee would be charged. We also told him the contractors also removed the front door to move the refrigerator and now the front door is unleveled and won't lock or close properly. After speaking with several employees, even two managers and going to the store location three times we were treated in a very unprofessional/unacceptable manner. A partial refund was issued but $1000 is missing.

  

  Business Response

  Date: 05/26/2023

  In regards to BBB Complaint 20105192 

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

  We apologize for the issue. We have emailed the customer with an explanation of the credit. There was a mistake in processing to which the customer received a credit of the ******* (in question) to a different credit card of theirs instead of the expected. we are waiting on the customers response to either charge the incorrect card that the credit was processed to and credit the other, or to simply leave the credit to original given.  

   

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:05/24/2023

  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.

  On 05/20/2023 I purchased a 86" ** smart ** from Brandsmart in ***********, ** for $1949.53 at first I was not going to get the service plan but I was talked into it by the Salesperson she told me she could discount the price so I was like okay she got everything typed up and gave me a torn off piece of paper with some numbers on it that should've been red flag for me then I took it to the cashier where she got me checked out which was pretty fast i received my receipt and was told to go to the loading dock to pick up my ** one of the guys asked did I wanted to see it before I left with it and I at first said no but I changed my mind and he took the top part of the box off and it looked ok but they never plugged the unit up and cut it on which I was told that was part of the process so they loaded into my vehicle by sliding it off of their dock and shut the door and left i got home kind of late Saturday I didn't set the ** up until Sunday evening I had several people helping me we followed all the instructions got the legs on and got the ** setup and powered up to see that it had a crack I called BrandsMart to see what I needed to do I talked to 2 customer service one told me since I had just purchased the ** and it hadn't been 30 days I could exchange it no matter if was cracked or not so I got another call from the ** Rep from the store saying my service plan didn't cover the crack and needed to talk to the *** she would call me back which she did she said I see you stay in ******* which is 75miles from the store the *** said bring the unit back in the original box and they would replace it so when I got there they off loaded the unit I went to ** desk where they said hold on we need to look at the unit it took like 15 mins she called me back to the desk to tell me they would't replace the unit it was cracked which we knew that before I drove 75miles to bring it back they pretty much accused me of breaking it they were rude and wouldn't even let me talk to the ***

  

  Business Response

  Date: 05/26/2023

  In regards to BBB Complaint 20100505

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

  We apologize for the issue. We have contacted the **************** staff in the Stockbridge location and provided options to assist the customer. The customer will be contacted within 24 hours. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20100505
  
  I am rejecting this response because: Someone called me yesterday 05/25/23 from BrandsMart to ask the details of the issue I'm having he said he would give me a call back within 15 mins I haven't heard anything back as of today 05/26/23 the bottom line they need to stay true to their word and replace the TV.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/26/2023

  In regards to BBB Complaint 20100505

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

  Unfortunately, the Store Manager at the location has not contacted the customer today to give him the news. We have left a voice mail for the customer to contact **- *********************** the General Manager of the location is going to handle the process. We apologize for the issue and miscommunication.

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 06/06/2023

   
  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:05/24/2023

  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.

  Back in April 2022 I purchased a G&E dish washer along with the extended warranty from BrandsMart USA, after 13 months the dishwasher started leaking water from the door seal and was getting everywhere, I contacted Brandsmart who directed me to the extended warranty department. I reached out to the extended warranty department who scheduled a service repair tech (****) from Brandsmart to come out and inspect the dishwasher. **** never made a call to confirm the service date or time therefore wen he made it to the property I was not home, **** proceeded to say that he came into my home and fixed the dishwasher wen I have him recoded on my ring camera never coming into the home, I filed a complaint against him and they sent him again the next day to look at the dishwasher again, **** claimed the machine was defective from the manufacture and claimed he would put it in the memo to have the insurance consider what todo.After a few days I called to see whats going on and I was told that (****) put on the notes that the machine is fixed, so I had to make another complaint, at this time BrandsMart sent another tech to come out, the second tech who I have recorded also said the machine is faulty and it need to be replaced, after a few days I reached out to the extended warranty department who said that the second tech never made any comments, and due to that they cant do anything. Ive been back and forward with BrandsMart USA for over three weeks speaking to their insurance department and they keep placing tech visits and having me run in circles without any resolutions. I find it to be ridiculous that a company like BrandsMart USA treats its customers in such a manner and wont honor the services that its customer paid for.

  

  Business Response

  Date: 05/26/2023

  In regards to BBB Complaint 20098670

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

  We apologize for the issue. Brandsmart ****** service **************** has contacted the customer and provided a positive resolution. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:05/24/2023

  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 Brandsmart USA to remove my mailing address from their mailing list but they have not replied to my request. I have called, email, and submitted messages through their website but I still have not receive an answer.

  

  Business Response

  Date: 05/24/2023

  In regards to BBB Complaint 20098279

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

  We apologize for the issue. We have sent the customers information to our ******************** for removal. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 05/24/2023

   
  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:05/23/2023

  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.

  On June 13, 2022 I purchased a ******* fridge from Brandsmart. On or around April 18, 2023, the fridge started pouring water from the bottom flooding my kitchen floor. I called for service as the fridge was still under warranty.They sent a serviceman out, he determined the defrost part and sensor were bad & had to order the part. On or around April 26th they came and replaced the parts.On or around May 10, 2023 the fridge started pouring water again. It took another week to get a service guy out.On May 16th, the service guy came and could not figure out why the water was still pouring out, he determined the fridge was defective. On May 19th I called Brandsmart as I was still having water on my floor & yet no one had called me back to tell me what was being done and when this fridge would be removed so I can get a "working" fridge! They told me the service guy never finalized his ticket so nothing was currently being done! I was furious. I have had to mop up my floor almost every 3 days, keep towels all around my fridge and no one is doing anything about it! I have had water under my baseboards, soaking under my cabinets, I have to keep pulling my fridge out from the wall to get the water behind it where the electrical plug is. I had water leak again on May 21st and again today May 22nd. Today the ice in my dispenser was partially melted. I have a light freezer frost on my food in my freezer drawer,the frozen boxes were wet. Everything is getting worse and ruined and soon I will lose the food in my fridge costing more money! WHEN DOES IT END?? I called Brandsmart to speak to a manager and both times the people would not put me thru to a manager they said it's not their problem its the manufacturer and service department. I PAID my MONEY to BRANDSMART not ******* therefore they need to refund my money IMMEDIATELY. I called the service department 3 ************ said a manager would call me back, never happened! They are all just waiting for my warranty to end!

  

  Business Response

  Date: 05/23/2023

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

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

  We apologize for the issue. It has been determined that the unit is not eligible for a replacement. BrandsMart ****. ******************* has ordered the part (that ******* has deemed the necessary fix). Service **************** has attempted to contact the customer to explain, however the customer did not want to hear the information, nor wanted to have service. If the customer allows ********************** ****** service ***** the opportunity to repair the item and the unit still has an issue, then we can attempt to attain a Return Authorization. Smasung at this time is not granting a Return Authorization. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20093310
  
  I am rejecting this response because that is not true what they replied!  On Monday May 19th. I was told by the service department that the technician who came out on the May 16th to check the water leak marked it down that my fridge was damaged and needed to be replaced, unknown on where water is coming from. On Monday May *************************************************************************************************************** they were waiting on the Authorization from ******* and until they received that they could not tell me anything more.   Today after I filed this complaint with BBB I finally actually had someone call me for a change and he said he was going to come repair the fridge.  I told him I the fridge is clearly defective and I am not going to go every few weeks that it works to then breakdown again.  I have been dealing with this since April.  He said it was the defrost issue and drain.  I told him I know that because that's what they already replaced and replaced the sensor and after 3 weeks it broke down again and started leaking again in a different area.  He said it's an ice buildup, I told him no it's not because the tech on May 16th said there was no ice build up and I actually saw that no ice was there that's why he said it was unknown leak.  The guy today was extremly rude to me, I believe his name was *********  I informed him that I filed a complaint with the BBB and I was going to ****************************** and he got very sarcastic with me and said are you sure you don't want to add anyone else to your list? Did you put down the corporate headquarters also or anyone else... I hung up on him after that.  I have lost time from work and pay for all the service calls, they say they will call the day before and no one ever calls. They never call you to give you a window of time. I have lost countless hours of time on the phone trying to get some kind of resolution or anyone who even "cares" what I am dealing with.  I spent over $2000 for a NEW fridge and what I got was a "DEFECTIVE" fridge that won't hold up that is less than a year old.  I didn't ask for this problem.  I was the customer who just wanted a new fridge and what I got was one problem after another with a bad product that no one will stand by. I can't leave my home or travel with any piece of mind with this fridge in my home.  It has leaked countless times on my floor that I woke up to water or came home after a day of work to floor filled with water.  They all just want to put a band aid on this fridge right now because they know it will be out of warranty in a few weeks at which time when it breaks down again they can tell me sorry for your luck its out of warranty!  2 days ago they didn't know what was wrong and marked it as damaged and now all of a sudden they know what the issue is but yet it's exactly what they replaced before.  They are being shady very shady now that my BBB complaint was filed.  They all have lied to me.   I have a complete log on the days I called and what I was told. I have a log from my security gate on the days the tech has been here, I have my phone records on calls made to the service company as well as the Brandsmart Store where I was also refused to speak to a manager and hung up on.   I have asked to speak to a supervisor on multiple occasions and no one will ever put me thru.  I've been told 3 times a supervisor would call me and no call ever came.  I DON'T BELIEVE ANYTHING THAT COMES FROM THESE PEOPLE AND I DON'T TRUST ANYTHING THEY DO. They have lied to me and now they have lied in their complaint response.  I SAW THE DEFROST AREA AND PAN DRAIN AND THERE WAS NO ICE ON IT WHEN THE **** CAME OUT AND WATER WAS LEAKING, THEY ARE TELLING BBB A LIE ABOUT MY FRIDGE.  The first time the tech came out he showed me the ice build up that caused the first leak then he came back replaced the part and a sensor, 3 weeks later it was leaking again, when he took it apart he said it has nothing to do with those previous parts as there was no Ice building up so he was not sure what the issue was now.  Those were HIS WORDS NOT MINE, then he showed me and he was right no ICE BUILD UP so it's not what they NOW CLAIM after 7 days of no contact with me. I find it very ironic that since May 16th no one has contacted me, I had to call over and over again and TODAY I file a complaint and they pick up the phone and say they want to repair my fridge but I won't let them?   REALLY...... ALL LIES .   I WANT A REFUND and this FRIDGE REMOVED    There is NO CUSTOMER SERVICE here what so ever! 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/24/2023

  In regards to BBB Case 20093310

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

  At this time the customer has been contacted by the ***************** in our ******************* The customer has been authorized the option to select a new refrigerator. The customer will be given credit for the defective unit to use towards the selection of the new one of choice. Brandsmart ****** will cover the delivery and exchange fee also. We apologize once again for the issue. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

   

  Customer Answer

  Date: 05/24/2023

   
  Better Business Bureau:
  
  I was contacted by a management advisor of Brandsmart **************** today.  She approved me to pick out a new Fridge at the store for an exchange for my current fridge.  I went to ************ Brandsmart and spoke to ******* who processed my order for a new ** Fridge priced at $1999.  We scheduled it for delivery on Saturday May 27th.  They informed me that I would be called the day before to give me a window of time for the swap out.   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  BBB thank you very much with helping get to a resolution for this very stressful situation. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/16/2023

  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 visited the Brandsmart store on 08/25/2022 and purchased an AirPods *** for $449. I also bought the extended warranty from the store for $49.88. At the time of purchase, I only bought the warranty because the salesperson offered it to me, saying that it would cover any issues and I could go to the store for an immediate replacement if needed. However, on 05/10/2023, I went to the store because my AirPods *** had been experiencing a problem with Bluetooth connectivity, disconnecting every 10 seconds. When I arrived at the Brandsmart store, I was assisted by an attendant who informed me that the first year of the warranty was not covered by the store but by Apple (although I don't understand why the first year would be covered by Apple when I paid for a three-year warranty from the store, starting from the purchase date. It seems like I paid twice for the same warranty?). I went to the Apple store where the technical representative only checked the warranty date and told me it had expired. I requested a letter stating that the warranty had expired so that I could take it to Brandsmart (it's worth noting that the Apple representative told me that Brandsmart is not an authorized Apple retailer, which surprised me). When I returned to the Brandsmart store, I spoke to the manager, ****, who assured me that my issue would be resolved within 48 hours. However, today is 05/16/2023, and I have yet to receive any response regarding my problem. I'm not using the equipment as it is not functioning correctly. During my visit to the store, Manager **** informed me that they wouldn't exchange the product because it was expensive, but the warranty I purchased was expensive precisely because the product itself is expensive. When I bought the warranty, I was told that it would be replaced immediately if any issues arose, but that's not what happened. I'm seeking assistance because I would like to either receive a new pair of AirPods *** as promised under the warranty or a refund.

  

  Business Response

  Date: 05/17/2023

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

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

  We apologize for the issue. We have notified **************** in the location to contact the customer and assist. The customer will be contacted within 24 hours for assistance. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

   

  Customer Answer

  Date: 05/18/2023

   
  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:04/28/2023

  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.

  I purchased an appliance order and warranty with this company and cannot believe how they conducted business. They delivered the appliances to my home, removed my front door to get the boxes in and left without making sure my door was placed back on securely. They also removed the refrigerator doors to get it inside my home. Prior to leaving, they did not properly align the refrigerator doors. I contacted the store, spoke with management and was told I would not be able to return the defective appliance without a restocking fee being imposed. I explained that I am 70 years of age and on a fixed income. I do not have extra money to have taken from me, especially when I am not to blame. I was completely taken advantage of by this company. Not only did they charge me a restocking fee to return the appliances, but I had to pay a contractor $250.00 to ensure my house door was placed back on prior to their arrival. Again, I am 70 years old and I was not able to lock my door for 3 days. The store was made aware of it and did nothing about it. I am asking that BrandsMart at once return the money they charged to restock defective appliances and reimburses me the cost to have my door placed back on properly. The order number is #*******, Receipt #002*******.

  

  Business Response

  Date: 05/02/2023

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

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

  We apologize for the issue. At this time the customer has been contacted and a positive resolution has been made. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19996300
  
  I am rejecting this response because: As I stated in the complaint, I was charged $500 restocking fee by BrandsMart and $250 for the contractor to correct my door that was removed by BrandsMart. The *********** reimbursed should be $750, not $650. Please make the necessary adjustment to satisfy the complaint. 

  The receipt is attached.

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

  

  Business Response

  Date: 05/09/2023

  In regards to BBB Complaint 19996300

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

  On 5-6-23 The customer was given the additional ****** credit (back to **** ending in ****). The complaint has been addressed and taken care of. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 05/09/2023

   
  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. I received the additional funds.
  
  Sincerely,
  
  ***************************