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:04/17/2023

  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 was sold a washer and dryer set that was not delivered on Saturday after changing around my schedule with two younger children. We have not done our laundry in almost a week because our units failed. I researched ****************** to find that your store was allegedly the fastest delivery time, heavily impacting my decision making process to move forward with BrandsMart. Trying to resolve this in a reasonable manner, I've been gaslighted, manipulated, lied to, hung up on, and outright disrespected by your store management by desensitizing my experience. I came to learn that my units were sold to someone else, and now I was told that the second set of units (that I ended up having to pay twice for because I still haven't been refunded for the first), put me at the end of a delivery schedule slated for tomorrow's delivery. I tried to express today that time could conflict with picking my children up from school and your GM pretty much told me tough luck and mocked me on speaker phone with her other employees. Not to mention, all departments speak bad about one another, blaming one another for their deficits. I've even gone to lengths to try to speak with your social media team who is also refusing to connect me to someone above the store level.

  

  Business Response

  Date: 04/24/2023

  In regards to BBB Complaint 19948337

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

  We apologize for the issue. We have escalated this issue to our ********************** team for assistance. They have contacted the customer and have scheduled a new unit to be installed on 4-25-23. 

  Any further questions or concerns, please contact me directly. 

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

   

• Initial Complaint

  Date:04/16/2023

  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 April 16th, 2023, my wife and I needed to file a claim under the warranty. My wife has been given the run around ever since. She had chatted with a representative about filing a claim and was asked to verify a different order ID than what we have that was purchased date of after we had originally purchased it. Our address was listed as the address of the store and the order had showed a price lower than what we had actually paid for. We are unable to file online, which we understand due to the warranty type. However, when we tried to contact the store, no one answers after 5 calls. There is no option to leave a voicemail. We have been given 4 different numbers to contact. We are worried about fraudulent activity and we will seek legal action. Also, when I pulled up the order receipt we see credit card transaction for the previous day of April 15th, 2023 for $1,550.30 on a card that is no longer active. We originally purchased the ** on September 01, 2021 as per the order details. There is a lot of confusion here. We attempted to get the chat history from www.myprotectionplan360.com, however they were unable to do so. They advised that since the ** was still under manufacturer warranty, we have to file a claim with Brandsmart USA. The contract validation number that they gave us that was submitted by Brandsmart is **********. The receipt/order ID number that was submitted by Brandsmart to them was ******* with a purchase date of 09/03/2021 however the one we have is ******** purchase date that we have is 09/01/2022. I will also like to note that when I had originally picked up the **, it was broken and they had to issue me a new one. However I did not leave the premises, the check was performed onsite.

  

  Business Response

  Date: 04/24/2023

  In regards to BBB Complaint 19941775

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

  We apologize for the issue. At this time the customer has an appointment with our service ***** for 4-28-23. 

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

  Yours truly,

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

  AVP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:02/28/2023

  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.

  Transaction Date: February 5th, 2023 Applicances purchase at the store.An Amana kitchen appliance set (including refrigerator, stove, microwave and dishwasher) was advertised for approximately $1,800 and had been chosen by me and my wife. We needed immediate delivery as the appliances were for a rental property and we could not start the lease with a new tenant without the appliances.At the store, the salesperson argued that that particular set was not available for immediate delivery and convinced us to buy the individuals appliances of a more expensive brand (Whirlpool) which totalled $2,402.71, guaranteeing that the items would ALL be available for immediate delivery.All items were delivery when expected, with the exception of the stove. We have been twice to the store to complain about the missing item. Two new dates were schedule for the delivery of the stove, but they never showed up, costing us precious time out of work waiting for the delivery. Both the Salesperson and the **************** representative were contacted in person at the store and they showed a very arrogant and dismissive attitude. Today, almost 4 weeks from the purchase, we have not yet received the stove, neither have we been given any estimate of when the item will finally be delivered. We are already paying for the items on Brandsmart's/Synchrony Bank Credit Card (statement attached).

  

  Business Response

  Date: 03/01/2023

  In regards to BBB Complaint 19516289 

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

  We apologize for the issue. We have requested the missing item from our Georgia distribution center today. We have the customer scheduled for a Saturday delivery. The customer has been contacted and will receive the timeframe for the delivery on Friday 3-3 for 3-4 delivery date. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:02/27/2023

  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.

  I placed a web order online for a $500 gift card to be used to purchase an Amana washer and dryer set that showed in stock. The balance of the order was paid with my credit card. I used the gift card - credit card to pay so I could split the payment between two credit cards one for the gift card and the other for the web order balance. That process went fine. After the purchase I noticed that the wrong power cable was included in the order. I needed a 4 prong cable not the 3 prong that was automatically put in the order. I called Brandsmart **** number to get this fixed and was transferred to ***************************. ***** said he will redo the order to include the correct cable but informed me that one of the units were out of stock and wouldn't be ready by the delivery date I set. He promised that if I set the delivery date about a week and a half out the set would be delivered to me by then. I placed the order on 02/17/23 and set delivery to 02/25/23. On delivery day only the washer was delivered and at that time the driver informed me the the dryer was out of stock. I refused the delivery because it was not the set as promised. Upset I called the **** number to find out what happened. They could not reach anyone in the web **** to help me so I requested a manager. They transferred me to *********************************** I apologize if the name is misspelled. I asked ******* what happened and he blamed it on the manufacturer and said there is nothing he could do for my inconvenience I would either have to wait for the Amana to come back in stock or order another set which would cost more money. I opted to order another set from ******* that he said was in stock and cost about $219 more. ******* said I would have this new ******* set delivered on 02/28/23 and I would receive the receipt later that day on 02/25/23. I gave him two credit card numbers to split the $219 balance on and waited for the receipt. The receipt never came and to date 02/27/23 Brandsmart has not resolved this.

  

  Business Response

  Date: 02/28/2023

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

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

  We apologize for the issue. After the complaint was logged the issue was solved and the customer has a delivery scheduled for ******. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 03/01/2023

   
  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:02/24/2023

  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 have had horrible customer service with this **********************. The electronics manager is extremely rude. I purchased a washer and dryer set from them last year(that was a horror story by itself) The dryer has started to trip my circuit breaker come to find out the people who came to set up my washer dryer as it turns out wired the dryer incorrectly. They wired my dryer for a three prong instead of four prong.I called to resolve the issue and was met with the very same rude and disrespectful manager. When I asked to please speak with the store manager he left me on hold for an hour. When I called back he hung up ..all i want is for them to correct what their servicemen did wrong with my dryer...

  

  Business Response

  Date: 02/27/2023

  In regards to BBB Complaint 19443008

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

  We apologize for the issue. We have escalated the issue to upper management in the ********* location for assistance. 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,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:02/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased KENMORE | KRFU018AWD freezer from Brandsmart ********* location on 01/15/2022 however that freezer has been broken from 11/27/2022 which is under Manufacturer warranty. I have contacted the manufacturer and they have issued me the return authorization on 12/21/2022. I visited the *************************** at ********************** ********* location and a lady there told me to choose the replacement freezer. I have chosen my replacement freezer and told her and then she put all that in her system and told me that I will get the freezer delivered before the end of the year 2022. I have not received the delivery so I called on 01/03/2023 and she told me that I will get the delivery on 01/04/2023. I have again not received the delivery on 01/04/2023. I keep calling the ********* location and everytime I get the same answer, the manager will call back which has not happened as of yet. No manager was able to call me from the ********* location and I am not getting any answers from anyone. I have spent my numerous hours behind this for which brandsmart is only responsible.

  

  Business Response

  Date: 02/23/2023

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

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

  We apologize for the issue. We completed an exchange of the item on 1/11/23 for the defective item. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:02/13/2023

  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.

  12/27/2022 I purchased at the Sawgrass Brandsmart USA store ***************** DLEX8900B via Fortiva Credit. The dryer was delivered 1/14/2023. The driver lied to me and told me that I didn't purchase the electrical cord for the dryer so they could not install it and left it sitting in my garage not in my home and not installed. Contacted the store and they could not understand why because my invoice reflected the purchase of a four prong electrical cord for $29.99. They scheduled for a delivery on 1/21/2023 and the delivery truck never showed up to my home. Notified customer service and they rescheduled again for 1/28/2023 for a 4 hour window between 4 pm and 8 pm. The truck showed up at 8:30 am as I was leaving for work and could not accept the delivery. Called customer service again and they rescheduled for 2/4/2023 with a window of 4:00 pm to 8 pm and they showed up at 2:30 pm when I was at work. Called customer service again and rescheduled for 2/11/2023 for a window of 8:00 am to 11:00 am. The truck showed up and they said they were at my home to deliver my dryer (which had been delivered on January 14 2023) but did not have my washing machine that I've been waiting on for nearly two months that they have had in their possession. The driver told me he wasn't delivering anything and left. Called customer service again and they tried to schedule delivery for 2/14/2023 (they do not delivery on any day except Saturday in Naples). It has been scheduled for delivery again on 2/18/2023 and I have no time frame. As a single working mother with no one living in the town to sit at my house to sign for delivery, I may never receive my washing machine or be able to use my dryer. I've waisted $2400 because of this company!

  

  Business Response

  Date: 02/17/2023

  In regards to BBB Complaint 19399742

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

  We apologize for the issue. We have contacted ***** ******************** and expressed the need to do their best to accommodate a later time frame for the customer. It is unfortunate that the distribution center where the deliveries come from is 3 hours away. The routes are logistically planned from the furthest distance and worked back towards the warehouse. Distance routes leave very early due to the time frames for the furthest delivery destinations and the 3 hour return is accounted for in the schedule. We have stressed the importance of a late stop request. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

   

• Initial Complaint

  Date:02/11/2023

  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.

  Hi, I purchased a Frigidaire french door fridge on Saturday 02/04/2023 and picked it up from the wharehouse since I was told the soonest it could be delivered was that following monday. Applied for a credit card, purchased the 4 year warranty and picked it up myself because I needes it. 1 week later fridge starts giving a high temperature alert tried trouble shooting and it was unsuccessful, called vustomer service where they asked for my info and representative told me my name didn't match what they had on file, called again and was ttansferred multiple times to multiple departments until I was hunged up on, finally drove to the store where I was sent to cuatomer service and then I was told my the store employee to call Brandsmart with a phone they had in the store. One of the employees suggested I speak to the manager, I did and although he said he would be willing to give me a full refund (since I was under the 30 days return period) I had to return the fridge to the store myself, they couldn't accomodate picking it up because I originally picked it up myself. I explained to him that I did because I needed the fridge sooner than the day they were offering but it wasn't my fault the fridge was defective, he claimed there was absolutely nothing he could do. Needless to say I am returning such fridge and buying a new ome from Best Buy, so far haven't had issues with them and if I open a cresit card with them I get financing and points I can apply. Such a dissapointing customer service and ****** learned to not buy at Brandsmart, my $2000+ dollars can happily go to ****** or Brst Buy.

  

  Business Response

  Date: 02/13/2023

  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 to our attention. It is unfortunate that the item was defective, our normal delivery time is between 2 to 3 days after purchase. We have tried to contact the customer for assistance and to apologize for the issue. We will try again... 

  Any further questions or concerns please contact me directly. 

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

   

   

• Initial Complaint

  Date:01/31/2023

  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.

  Purchased a Frigidaire refrigerator from BrandsMart 1/29/2022.it was defective. Frigidaire made the choice to refund the unit Brandsmart called with an RA # ******** I went into the store, and no one could tell me how much i was getting back. I was going to upgrade the unit but needed to know how much they were refunding.I received a text for delivery and had to call Coporate to figure out if I owed anything they sent me to sales. I spoke to the original salesperson **** who refused to provide his whole name who told me refund is **** I asked about tax he told me I was not entitled. He argued with me about it. I then told him fine, if ** is going to refuse money back I will just replace it with the same thing. He told me he could not do this and I had to go back to corporate. I called corporate and spoke to ****. **** told me he was wrong and should have helped and noted hi poor customer service . She said she would have a manager call me. I got the 2nd salesperson *****, who said he would find out about how much they were giving me back. He called me back and advised$**** then argued with me for 10 minutes as to why I was not entitled to tax. I asked to speak to a manager and got a call back from ********************* who said yes I am entitled to tax. He suggested that I purchase the upgraded fridge but by this time I was so angry I did not want to provide more money to Brandsmart who will be refunded by ********** for the faulty appliance. So your store lost $800 in sales because of poor customer service. The reps are unprofessional untrained and argumentative. They make you feel like you are wasting time. For all this poor excuse of customer service he did not even offer a discount. This would have gone a long way to making amends. Bad Service -

  

  Business Response

  Date: 02/01/2023

  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 positive resolution. The customer has a new delivery appointment in place and received compensation for the problem.

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 02/02/2023

   
  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:01/24/2023

  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 purchased a computer back on 1/21/2023. I selected shipping for product to arrive at my home within 7 to 10 business days. I called today to check the status on my order being shipped out. The rep informed me that the product is out of stock on his end. I checked the website and informed him it is still showing on in stock on my end. I asked when would the product be restocked, he responded that he doesn't know?? I informed him that I not only purchased the product of which the money has been taken out, but that I re opened my account with brandsmart to purchase this item and my first payment will be due next month. I questioned if I would have the product by then, he stated that he wasn't sure? He did not provide any options regarding the bill I would be receiving regarding my purchase.

  

  Business Response

  Date: 01/25/2023

  In regards to BBB Complaint 18889580

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

  We apologize for the issue. We have contacted the customer and have given an explanation for the delay. The unit is being shipped today; the customer will receive tracking information when the unit is picked up by the carrier. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

   

   

  Customer Answer

  Date: 01/26/2023

   
  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,
  
  ********************* *****