Complaints

This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

BrandsMart USA has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  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:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a refrigerator and icemaker from them. We were told the icemaker was out of stock and would take 4-6 weeks to get. We made this purchase on 10/22/22 and still have not received icemaker. Have called several times and we keep getting the run around. I called today for a refund the person was very nasty and left me on the phone. Im tired of the lies and want my credit card refunded ***** plus tax for what we paid for and never received

  

  Business Response

  Date: 01/20/2023

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

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

  We apologize for the issue. It is very unfortunate that we are unable to control the manufacturing of the ice maker in question. The ice makers remain on order and we hope to have them soon. Per the customer's request we have issued a refund. Please allow up to 72 hours to reflect back to the account. We have contacted the customer and have given them the information as well. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a stereo system in July 2022, and it has been giving me issues every since. I have contacted BrandsMart a few times, with no type of help. I kindly ask them to replace or give me a partial refund as this system is defective! I even tried the warranty and was told to contact Brandsmart. Receipt **********

  

  Business Response

  Date: 01/18/2023

  In regards to BBB Complaint 18814409 

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

  We have contacted the customer and offered a store credit only, not a refund for the product due to the time of purchase and no opportunity to repair the unit. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 01/20/2023

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

• Initial Complaint

  Date:01/11/2023

  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.

  On 11/23/22 I purchased appliance package. 6 items were delivered about 10 days later & the remaining ************** was delivered 3 weeks later. I had to call & ask when would I receive my **************. The customer service agent stated "in 3 days". I was given a 4 hour delivery window. After waiting 4 hours & not hearing from anyone I went to work. I got a call from the driver stating that he was at my home with the order. He stated that he "didn't understand why the *** gave a 4 hour window because the drivers can't honor that time" I explained that 2 weeks prior I was given a time window & that driver was within the window when he delivered my fridge, microwave, ******************* I explained that I had left for work & needed to call my neighbor to have her present for the delivery. My neighbor went to my home. The driver called me back & stated that the dryer hose didn't come with the dryer therefore he couldn't install my washer. He called again saying he couldn't install the dryer because the cord wasn't purchased & I needed to buy one. I purchased a dryer ************* hose. When I arrived home my ************** were sitting in my foyer. My old ************** were gone. I called the driver back 5 times left messages advising him to return my appliances as I didn't ask him to remove them. He never returned my call. I open the washer & the hose was inside. I called the ********* store & was given the number for ****** logistics. I was told by ***** that he would in fact pull the items as I described them. I never heard back from him. I called customer service spoke with ***** who stated there was nothing that could be done. I was transferred to the ********* store.. someone answered saying "there is not a manager available" & then hung up. This happened 3X. The next day I begged the next agent to not hang up. I explained to her she stated ***** was scheduled to come to work later & he would give me a call. I have not heard from anyone. Worst service ever!

  

  Business Response

  Date: 01/16/2023

  In regards to BBB Complaint 18723922

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

  We apologize for the issue. The customer has been contacted and a positive solution has been made. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

   

• Initial Complaint

  Date:01/11/2023

  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 January 8, 2023 I walked into BrandsMart located in *************** on *********************. There I purchased a 85 inch flat screen tv $2,544.44 at 11:58 am, while at the warehouse waiting to take the tv home two employees open the tv plugged it showed me it had power the screen was blue, shortly they repackage the tv and load it into the **Haul I had. I took the tv home and off load it with help, a couple hours it was installed to my wall i plugged the tv in and got a blue screen, so I left it plugged in for about five minutes, Then I saw a black background with multiple colors, so i called the store and I spoke with the salesman about it and was advised to bring the tv back for an exchange. The store was closing in thirty minutes so I took it on Monday 1/9/23, i was told to take the tv to the loading dock and there two employees took it off my truck into the warehouse, I went inside and explain shortly the manager came turned on the tv saw the colors on the screen and said I damaged the tv and they are not responsible for anything that they didn't deliver. He then claimed he had called the regional manager and the request for the exchange was denied. I called customer service explain and was told corporate will not overturn the store decision. Tuesday 1/10/23 I called the store spoke to the manager as I mentioned the tv he got very aggressive and started to talk down to me so i ended the call. I called the warranty department because I got an ext warranty they turned it down because it was two days and not thirty days. I called brandsMart back to use the manufacturer warranty they told me the screen is not covered that's why I have the extended warranty. No one or department would assist with replacing a tv that was less than twenty-four hours. The tv was left inside of the store in returns where management place it. At this time BrandsMart has the tv and my money yet claimed I abandon the tv.

  

  Business Response

  Date: 01/12/2023

  In regards to BBB Complaint 18720020

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

  We apologize for the issue. The customer has been contacted and has an appointment with the General Manager for assistance today. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

   

   

   

  Customer Answer

  Date: 01/13/2023

   
  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:01/10/2023

  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 filed a complaint to brandsmart on 12/19/22 and it still hasnt been resolved. They messed up our door a few weeks ago from a delivery and also delivered a damaged item. They had to resend the damage item and charged us an additional delivery fee even though it was their fault when they should of sent us an item that wasn't damaged.Then they said someone would contact us about the damage to our door , we are still waiting, they told us wait ***** then when that time was up they told us wait ***** hours and when that time was up they told us to give them time.

  

  Business Response

  Date: 01/12/2023

  In regards to BBB Complaint 18715206

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

  We apologize for the issue. We have escalated the issue to ***** ************************** in reference to the Home Damage. They have notified us that they are contacting the customer to resolve the issue. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:01/09/2023

  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 purchased a mini fridge for $149.99 on Cyber Monday with my Brandsmart Credit Card taking advantage of the Cyber Monday promotion that stated it was going to be interest free for 6 months (Order ID *********. I made my first payment in December for $50.00 and noticed by balance wasn't $99.99 instead $102.48. When I take a closer look at the account, I saw that I was charged interest. I called ************** which is the credit card holder and they stated that they cant resolve my issue stating its a store promotion and the store needs to resolve the issue. I called the store and they stated it was Synchrony's responsibility and they couldn't help me. Upon telling them, that I'm being given the runaround from one side to the next, I was hung up on by ***************** So basically, we have an issue of false advertising and unethical business practices that no one, neither the credit card nor the store want to assume responsibility for. As a resolution, the promotion should be honored and interest charges should be removed. Honor the commitment made to the customer.

  

  Business Response

  Date: 01/10/2023

  In regards to BBB Complaint 18712500

  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 to the issue. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:01/07/2023

  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.

  on 11/28/2022 I bought an appliance package deal through BrandsMart USA in *********************************** *** order consisted of a ******* Black Stainless-Steel oven, refrigerator, and microwave. I paid in full by credit card a total of $1,799.25. *** receipt # *******.*** first delivery on Dec.5th had to be rescheduled. **************** rep for ********************** assured me my merchandise would be sent to a holding area and redelivered on Dec.10th. *** delivery team arrived on the 10th, brought up the refrigerator, installed it and then attempted to leave. I asked where the other 2 pieces were. He went down to the truck, found the microwave but said he had no oven. That it must be on backorder. I told him my items should have been kept all together at the holding area, with my name on them to be redelivered Dec 10th, that day. He just shrugged his shoulders told me to sign for the pieces I did get so he could go. I didn't sign anything as I paid for 3 items and only received 2. He got mad and just left. I immediately called BrandsMart **************** to find out what happened to my oven. I was given the Appliance Manager who very nonchalantly informed me my oven was given to someone else. I asked how that was even possible and legal since I had paid for it already and it was being held for me according to the person I spoke with on the 5th. He gave no reasonable explanation and I asked to speak to my sales rep. *** rep said he was unaware of the merchandise never being delivered and would call around to find the oven. Later he called to say that oven would not be available again until Jan. or Feb. 2023! His name was ******. He told me to come in and he would find me something else in Stainless ******. I paid for Black Stainless ******, the refrigerator and microwave are in my home already. All I wanted was for him to take care of the issue and find me another Black Stainless ****** Oven that would match the pieces I had just received! ***re was no remorse or concern or even an apology. By now I am extremely upset. I have guests coming on Dec 16th for dinner, no oven and its now Dec 12th! My friend who was with me when I made the purchase couldn't believe they just took the oven and sold it when I still was in posession of my receipt showing I had paid for it. After getting no help from BrandsMart at the store level or Corporate ****************, and seeing how upset I was, my friend did her own detective work and found out the BrandsMart in ***********, ** had 3 on hand according to their website. She called, told the salesmen what happened, and he went to make sure they had one. ***y did not. He said that oven was actually just discontinued and on clearance, and he could sell her the floor model if I was interested. She told him she would be right down there. My friend drove the 45 minutes to the store, but the display had noticeable damage. She spotted another similar model on display in excellent condition, and they agreed to sell us that one. *** salesman was so kind and compassionate. He really felt bad for how I was treated at the other store and how desperate I was to have a working oven in my home in 3 days. Although it was a different oven, but same brand and matched my pieces I told my friend to go ahead and get it even if I wasn't crazy about buying displays. I wasn't too happy either about losing the air fryer the original one had. But hey, at last I had an oven that matched the other pieces. *** salesmen were able to get the refund from ************* BrandsMart on the oven and they applied it to my new oven so I would have no issues trying to get refunded from Deerfield myself. Unfortunately, I had to have someone go pick up the oven that night since they could not deliver it in time for my dinner party on the 16th. I don't think I have ever encountered such poor customer service anywhere as bad as ************* BrandsMart. Once they had the sale, and the money in their pockets, I became nothing more than an inconvenience. I have never had a company sell something I have paid for right out from under me. I have to wonder if that is even legal. I invested so much time and energy on getting this oven. No one ever seemed to care except my friend and the two wonderful salesmen at *********** BrandsMart. *** solution at Deerfield was to inconvenience me to come in and rebuy something else rather than inconvenience themselves with a few phone calls to find the oven elsewhere. My friend found it the same day after my salesmen called to say sorry, you won't see that oven until Jan-Feb 2023! Had it not been for my friend my holidays would have been ruined as my oven was not working at all. I had not only that party to worry about on the 16th, but company coming in for 5 days at Christmas! To sell something right out from under someone is just despicable. Not the kind of company I would ever plan to do business with again. All who have heard my story agree, that should never have happened.

  

  Business Response

  Date: 01/10/2023

  In regards to BBB Complaint 18687430

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

  We apologize for the issue. We have left a message for the customer to contact us in reference to the issue. 

   

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:01/06/2023

  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.

  On 11/16/2022 I purchased a washer from BransMart ****** using my debit card drawned on ************************ and was supposed to have it delivered between the hours 1:00 pm to 4:00 pm which they failed to deliver during that time frame so I wanted a refund for wasting my time thinking they could get it right this time since they failed to do so back in June of ******************************************************************** to come back the next because they needed the invoice of the washer , so I came back the next day and was told the same thing the truck hadn't brought back the invoice . I just want my money back for a item I never received and I will absolutely never do business with this unprofessional company again .

  

  Business Response

  Date: 01/09/2023

  In regards to BBB Complaint 18562217 

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

  We apologize for the issue. The original refund in question was given back on 12-16-22. Stockbridge **************** have contacted the customer and have provided a solution in getting the customer a new washing machine. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:12/28/2022

  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.

  10/26/22 they sold me a mattress which has no returns but when i got home i saw the plastic cover was taped and the mattress was used with unstiched parts i went back they told me they would give me an exchange but didnt i went back another 7 times and they said the same thing i needed the mattress for a situation but when i bought the mattress it took 1 day to arrive now for an exchange they tell me they cant do anything that it takes 2 months for the mattress to arrive so they have my money i got a used broken mattress i cant use but they wont do anything about it they cant give me my money back or give me another mattress so they basically want me to keep a broken used mattress they dont want to resolve the problem all they do is talk when i go to their store i ask i want an exchange they simply tell me yes were working on it we will call you tomorrow the next day there is no call i have been trying to get the exchange but they say every time the mattress still cant arrive but they basically want me to keep a used mattress and they want to keep my money

  

  Business Response

  Date: 01/02/2023

  In regards to BBB Case 18651050

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

  We have authorized the Store to accept the item back due to the issues in the complaint. We ask that the customer communicates with ***************************** (Store General Manager) in reference to the return. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nighthawk Modem/Router 3.0. I was charged $220. This was a purchase made on or around November 27. There were competitors pricing the item at $120 to $150. Brandsmart did not want to price match despite having price match guarantee policy of 110%. I would like brandsmart to respect their price match policy and issue a refund of the price difference 110%. Failure to do so is fraudulent marketing by Brandsmart and a violation of ******* Deceptive and Unfair Trade Practices

  

  Business Response

  Date: 12/28/2022

  In regards to BBB Complaint 18648055

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

  We apologize for the issue. After researching possible matches for the item purchased, we have found the item on Amazon for ******- a price match for 110% of the difference has been applied to the customers **** ending in **** for *****. Please allow up to 72 hours to reflect back to the account. Credit number for reference is 643841. 

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

  Yours truly,

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

  VP of Customer Operations

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