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

  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:12/27/2022

  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.

  Purchased a stove back on 11-17-21 from this store, 2 burners have stopped working twice call the repair people has been fixed, and now 13 months after purchasing this product the glass crack while I was using it for cooking, called the repair people through my added 3 yrs warranty service they said they will not cover the glass, I feel that I was sold a bad appliance I feel that I should not have these problems 13 months after purchasing this range. I feel a was sold a lemon, I have spoken to a manager there and nothing has been resolved. Brand of stove ******* NE63A6511SG $799.88. Receipt #**********. BrandsMart. ******************************************************************** ************ Thank You.

  

  Business Response

  Date: 12/28/2022

  In regards to BBB Case 18647358

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

  The issue has been escalated to our ************************* The customer has an appointment scheduled tomorrow in reference to the issue. 

  Any further questions or concerns, please contact me directly. 

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18647358
  
  I am rejecting this response because:

  I have three year warranty on this item ******* oven, in the 15 months since I purchased it, it has had 2 burners and 2 broken glass top, the 2 burners were exchange the 1 broken glass top was changed now they are telling me they will not exchange the broken glass that it's a one time deal, how can that be if I have 3 more years of coverage on this item, I sent ********************* a picture of the glass top as she could clearly see it's a hair line fractured not that something that was dropped on it they can tell, she told me they can on both times it just happen while cooking, i have been buying from this ******* since **** and never had a promblem with what i have purchased in the past, after being by email by ********************* ************ theres nothing i can do, even though I'm under 3years warranty, i would like to see if i can get my money back, i strongly believed i was sold a Lemon, there's got to be a Lemon Law on appliances. Thank you for your time please let know. ***************************** ********************************. ************.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/01/2023

  In regards to BBB Complaint 18647358

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

  We apologize for the issue. As a courtesy our ************* Manager ********************* did arrange to replace the broken cooktop. Attached are the newest photos of the replaced new cooktop. As per the service manager the customer was given specific instructions on how to care for the cooktop and that the replacement was a one time courtesy. As you can see after only one month the unit has taken abuse to which is not covered. Unfortunately, the warranty will not cover abuse, therefore the unit will not be covered under the warranty guidelines. 

  Yours tuly,

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

  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.

  Purchase of a ** on September 8 2022 online pick it up on September 13th I was going to have the ** install on the 20th or 21st as we getting ready to remove it out the box notice the damage to proceedto put it up plug it up n turnvit on notice it was cracked a line going up so I called and the lady told me to bring it back n exchange it when I got there the took it out the box an inspection it so they called the General manager ***** over so he lookbat it an said he wasn't going to take it back because we damaged it because the Styrofoam was not damage but the put side was he told me to call my credit card people and dispute it because he was not going to take it back.so I call them and dispute the transaction they said it would be 60 day to review so I call Synchrony on November 23 2022 they said I will receive a letter be sent on Nov 26 I never received it so now I am been charged a late ************* for something that I did not damaged .I have never been so humiliated in my life I have been shopping a Brandsmart for about 15 ys purchase all my appliances there to be treated as a criminal over $646.80 for a ** that I can't do anything with been sitting in my garage since September all I wanted was to exchange it but I was accused of the damaged my credit is run never been late or missed a payment but yet I am been charge for something that I try to return n exchange .Thank *********************.

  

  Business Response

  Date: 12/28/2022

  In regards to BBB Complaint 18645956

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

  We apologize for the issue. Brandsmart ****** responded to ************** in reference to the dispute. The dispute resulted in Brandsmart ****** not being responsible for the damage to the Television. It is unfortunate ************** sends the customer minimum payment requirements to which the customer is responsible for. If the customer did not make payments that were requested, it would be up to ************** to waive. Brandsmart ****** does not report the issues to the ************* as they are not the creditor. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:12/26/2022

  Type:Sales and Advertising 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 December 10 I made a purchase online for a ******* fridge with a delivery of December 15. While out of the country I get the message in the late afternoon of the 14th that the fridge that was supposed to be delivered the next day was not available. When I spoke to the representative, *******, I let him know that my mom who I was gifting the fridge to had spent hours making way to be able to bring the fridge in. I didnt understand why I had gotten a text the morning of the 14th to accept the delivery of a product that was unavailable and that I did not get a message until the evening to let me know its availability. My mom is 69 years old. She spent a lot of time cleaning up for her gift. He said thats why he had called and left a message as if less than 24 hours was enough of a warning. She had already finished way before his message. So I tried to put that behind and move forward since I want me mom to be able to have a functioning fridge. He let me know the availability of fridges they did have. I agreed to one of them and he stated that I would receive a refund for the difference. When I got back home I noticed that the fridge I had agreed to had 24 month financing instead of the 12. I had also looked at that fridge when I did my initial order and noticed that I got it at a higher price of the time I placed my order. He let me know that since he didnt actually refund my account, but rather gave me a credit then applied the credit to the new order I was not getting 24 month financing and that since I placed my replacement order on the 15th he gave mr the price of that day. I let him also know that Best Buy had it listed at a lower price but he stated he could not match the price because it was back ordered. So much back and forth has gone on since then and I still havent gotten a refund or fridge just frustration and time wasted.

  

  Business Response

  Date: 12/28/2022

  In regards to BBB Case 18640772

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

  We apologize for the issue. We have contacted the customer and are working on a positive resolution. The customer is going contact us to place a new order for the desired refrigerator and schedule for next week after the holiday.  

  Any further questions or concerns, please contact me directly. 

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:12/15/2022

  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 walked into the BrandsMart USA, in need of a new refrigerator. An "experienced' appliance sales associate approached me and asked what had brought me into the store. The sales associate's name was ****. Giving him my current refrigerator dimensions, he pointed out a few different options. I ended up choosing a ******* refrigerator and he started the buying process. I qualified for a credit card and thought it would be a great idea for me to apply to help me pay off this purchase. Unfortunately, the refrigerator that I chose was on back order and **** informed me that I needed to wait a week or so until more came in. **** assured me he'd call as soon as more refrigerators arrived to set up the delivery and installation date. A week passed and I did not hear anything from **** so I took the initiative to call in to see where I stood on the waiting list. **** was not available upon calling in, so I left my name and number with another sales associate and he assured me **** would call me back. Hours passed and no returned phone call. I called back in only to find out that **** already left for the night. Not making a big deal, I figured I'd call back the next day. Well the next day came and I called **** and once again he was unavailable. This time he was on lunch so I left my name and number again, hoping this time he'd actually return my call. Nothing, no phone call again. At this point, I started to get frustrated at the fact that I couldn't seem to reach my sales associate and also that he was not returning my calls. But yet again I persisted for a 3rd time. His colleague, another sales associate, informed me he already left for the day but upon hearing my frustration was nice enough to ask if he could help. I told him my name and number and he looked up my order. He informed me there was a large shipment/delivery into their warehouse of the refrigerators that I ordered that came in 2 days prior. I was puzzled because I didn't receive any phone call from **** indicating this, as he promised. Still speaking to his coworker, he helped me schedule my fridge delivery. A couple days passed and still no communication from ****. Being that **** was my sales associate, I wanted to reach out to him to confirm my delivery date, and simply to make communication with him in general. I finally reached him and he had the audacity to tell me that my delivery was automatically set up for 12/8/22. I informed him that it was not actually "automatically" set up and that his colleague actually did his work for him. He did not know what to say.Fast forward a week, a day prior to my scheduled delivery date, something in my gut told me to call and confirm my delivery. My sales associate was no where to be found yet again, l so I ended up conversing with another associate named *********. After confirming my delivery date, he provided me with a general idea of how the delivery was going to go. When ********* got to the part where the delivery guys would take the "water line that I picked up" to hook up to my new fridge, I had to stop him mid-conversation because I was unaware of what he was referring to. ********* asked if ****, my sales associate, informed me that I needed to pick up a new water line from ***************** I informed ********* that **** had made no effort communicating with me and he did not inform me of needing to purchase a new water line. I found out this information leaving work, on my way to my gym class, the day before my delivery. Just absolutely unacceptable. The day of my delivery I received a text indicating that the delivery truck was 12 minutes away from my residence. After 45 minutes passed, I called my mother who was on site at my residence, to inquire how the delivery was going. My mom informed me that they were not there yet. Confused, because I am going by what their text message indicated regarding their arrival time, I called Brandsmart USA's customer service number to find out what was going on. When a customer service representative answered, I informed her I was concerned as my fridge was not being delivered as their text message had indicated. She responded that "she didn't believe me" and "they were currently at my residence". An hour later they showed up and began their work. After taking out my old fridge and bringing in the new one, my uncle noticed the right refrigerator top door arm was unable to open. Because of this, I did not accept the refrigerator. The delivery guys removed the new refrigerator and returned my old fridge. They returned my old fridge extremely damaged. Scratches and dents now cover my fridge now. Please let me know how these damages are going to be taken care of as they were not on my fridge before it was removed from my home.

  

  Business Response

  Date: 12/19/2022

  In regards to BBB Case # ********

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

  We apologize for the issue. We have escalated the issue to Ryder Logistics (delivery provider for the order) Management to assist in the matter. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18579904
  
  I am rejecting this response because: a solution to my damaged fridge is not provided.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/20/2022

  In regards to BBB Complaint 18579904

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

  We apologize for the issue. The customer has an appointment with Management in our ********* location on Friday, We will do our best with the pricing once we find what can fit in the space. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 12/24/2022

   
  Complaint: 18579904
  
  I am rejecting this response because: I originally asked for 50% off the item for the unprofessionalisn I experienced and the damages incurred to my personal refrigerator. I would like to be met halfway at 25% if youre unwilling to do 50%. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Maytag washer and dryer on 11/15. The sales person was ***************************. Purchase price was $1,649.12. Initial comps it is that washer shakes badly. The whole floor shakes. When I call to complain about it, they sent someone to replace it on 11/22/22. The replacement is doing the same thing. I was told to remove the carpet and place a piece of wood underneath abs its still doing the same thing. Ive been calling for over a week and no one will answer. Today, I called and spoke with *******. She said shell have Quincey call me back and he has not. Ive been calling all day being transferred from place to place and got hung up on. No manager called yet. I want to return the washer and dryer and get a refund. I have the recipe and a recording of how bad its shaking.

  

  Business Response

  Date: 12/15/2022

  In regards to BBB Complaint 18575255

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

  We apologize for the issue. The customer was contacted, and a pickup is scheduled for 12-16-22 on the washer and dryer. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:12/14/2022

  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.

  My *********** purchased a dish washer from BrandsMart on 11/29/22 in the amount of ****** & on that day the money was taken out of our account. We set up a delivery ******************** never showed up. We tried many times to call them we were hung up on, put on hold & the associate never came back finally my husband spoke to a woman on the *********** said no record of our purchase. I them called corporate office & spoke to ************* said what happened is the sale associate who helped us never completed the transaction& that the store would be e-mailing my husband & calling him to fix the problem.... no one ever called. I pulled off information off their website and gave it to my husband regarding getting our money back. Yesterday 12-13-22 my husband drove up to the store they found the account because we have a receipt & the credited the ****** back to our account. We checked the account & the credit was pending yesterday. My husband went to the account this ************ was GONE!!!!! I called our bank and they said that BrandsMart took the money back. THEY STOLE OUR MONEY out of my checking account. This is absolutely ridiculous and is causing great stress within my family........................I am uploading purchase receipt, a copy of our account showing they took the money out of our account & the credit receipt they gave my husband yesterday.

  

  Business Response

  Date: 12/15/2022

  In regards to BBB Complaint 18572875 

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

  We apologize for the issue. After researching the processed refund (credit number ***** )  on 12-13-22, the credit processed the next business day and takes up to 72 hours to post to the customer's account. We have contacted our accounting ***** and show no rejections, nor activity on the account since the credit issued. Please allow up to 12/17 for the credit to reconcile on the account ending in 4250.

  We have left a message for the customer as well with the intent of this explanation. 

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:12/14/2022

  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.

  Purchased a washer/dryer on Nov.25, 2022.The company delivered washer/dryer on Dec. 1.(washer is installed incorrectly and has been leaking from Dec 1 - 14).Dryer on Dec. 1 did not work so a new one was to be delivered on Dec. 7.Driver on Dec.1 hauled away the inoperable dryer and also hauled away "stacking kit" which is needed for the new dryer on Dec. 7th.Come Dec. 7, the installers arrived in my home with my new dryer and advised the first installer didn't leave that "necessary part from the stacking kit" and they will come back with a new stacking kit, fix the leak and install dryer-ONE WEEK later on December 13th.Dec. 13th:the installer "drops off" new stacking kit with receiving ***** did not call me, nor come into my home to install the dryer or fix leak, which was the game plan to resolve everything!I call the company right away and the manager states: "driver did not read the work order and will turn around and come back now". The driver comes back-Brandsmart rep calls me to go downstairs to let the driver into my building.Less than 5 minutes later the driver is GONE.I call him back several times and he finally answers and says "wrong number, I don't work for Brandmart.".I call brandmart again after driver lied and concealed his identity, (my security said it was him, it was his voice).This is probably my 20th time speaking to Brandsmart in the past three weeks and they are now accusing me of not following my building protocol and the drivers ARE NEVER able to get into my building on my delivery dates Dec 1 and 7 and if they come back one more time and they can't come in, I will be charged a fee for the driver being inconvenienced. Huh?The driver is inconvenienced yet I am sitting here with a leaking washer plus the dryer in the middle of my living room. So if the drivers were not able to come in, how did these appliances magically appear in my home?No solutions 3 weeks later. I BEG FOR HELP BBB to fix leak and install dryer.

  

  Business Response

  Date: 12/14/2022

  In regards to BBB Complaint 18571116

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

  We apologize for the issue. Due to an issue with security in the customers building the delivery and repair was unsuccessful on 12-13-22. ******************* has spoken with the customer in relations to the restrictions within her building to allow us to perform the necessary services. We have a new delivery scheduled for 12-15-22 to correct the issues. 

  Any further questions or concerns, please contact me directly. 

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:12/08/2022

  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.

  On November 27th, 2022, I purchased a washer, dryer and refridgerator from Brandsmart USA. When I purchased the items, they made no indications that the items were out of stocks. Furthermore, they allowed me to purchase the items and removed the money off of my card without informing that the items were out of stock. The only reason I knew they were out of stock was because I called to check on the delivery because notification was sent to my device that it was being delivered to the address listed. If I had not called then I would have still been waiting for the packages to be delivered because I was never informed they were out of stock. I am baffled at the fact that they removed funds from my debit card without informing me of the product being out of stock and did not even take the time to inform afterwards. I would love to be compensated for this transaction. At this point, I feel as if the products should be disclosed because I have to change them and I should be given store credit. I also need these products shipped to the location as soon as possible to catch the shipping. I would need fast track shipping as well. You can also see on the order information that there's no indication that the items are out of stock

  

  Business Response

  Date: 12/09/2022

  In regards to BBB complaint 18541736

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

  We apologize for the issue. We were able to fulfill the entire order and have it scheduled for delivery on Monday 12-12-22. The customer also has an additional order which is scheduled for the same day. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 12/12/2022

   
  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. However, I would also like to have some compensation for the inconvenience.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order, ********, for a 75" **. I received an email with tracking info. In the email it stated the following regarding delivery:"Please remember, upon arrival at your destination, the freight carrier will unload your merchandise with superior care and bring the merchandise up to your first floor entrance. If your home is not ground level, it will be delivered curbside. (Threshold/Curbside Delivery)This level of service does not include 2nd floor or greater delivery. Installation is not included with this level of service."When AAA ****** TRANSPORTATION delivered the ** they refused to deliver it to my front door and they refused to remove it from the palet. I explained the terms of the delivery and they refused. They stated they were only contracted to deliver it curbside. I spoke with ***** the delivery coordinator who stated I needed to take it up with Brandsmart.I contacted ****** at Brandsmart ****. Service, and she told me it was between me and the shipping company. I explained to her that I didn't expect to have a ** sitting in my driveway for hours until I could get someone to assist me based on shipping email. I told ****** that since they contracted with the shipping company and the carrier didn't provide service delivery to the door, they should seek a partial refund and in turn give me a discount for the inconvenience.She refused and told me to take up with the shipping company. Between the shipping company and Brandsmart, I got the runaround. Both companies were unprofessional. The least they could have done, is provide an apology for the inconvenience and an assurance of a correction to their communication so this stuff doesn't happen again. A small partial refund would have been appreciated. Brandsmart's email from ******* did not prepare me to receive this ** correctly. I was ill prepared! Incidentally, I had a ** sitting out on my driveway for hours announcing which house to break into endangering my family.

  

  Business Response

  Date: 12/07/2022

  In regards to BBB Complaint 18532321 

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

  We apologize for the issue. We are contacting the customer and the request will be honored. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:12/05/2022

  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.

  Manager ********************************* was extremely rude and taunted me (trying to make me upset) non-stop. When I realized soon into the conversation that she was trying to bait me into screaming (she kept talking over me every time I'd start a sentence). I made sure I kept calm. So, then she started putting me on hold in the middle of my sentence. She badgered me so much I asked, "Aren't these conversations recorded?" because I could've fathom why someone would care so little about their job that they would continue to BULLY a customer. When she said it WASN'T being recorded it confirmed why she was boldly harassing me. I purchased a NEW $2300 77" 99lb Television online from BrandsMart USA on Nov 26th. Today, Dec 5th, a freight company they contracted to ship my tv, ****, left a voicemail stating that they wanted me to call to schedule delivery. I'd previously purchased a 77" ** from another company with 2 delivery guys and had the opportunity to quickly check for damage and to see if the ** powered on before they left.I wanted to make sure I would be able to do the same with this delivery so I mentioned this to the **** representative. But, to my surprise I was told that there was only ONE guy and that delivery was only to the CURB.I'm a 110lb petite woman. There's no way I could get it upstairs by myself. But, more importantly I need to make sure that there was NO damage to the tv and that it turned on so that I had the option to REFUSE the delivery.I told ***** that if I wouldn't have bought the ** if I knew it wasn't going to be delivered in home and that the **** manager said that there was an option. I asked if would she offer that as a courtesy for spending $2300! But, she just continued to TAUNT me.Because of her nasty treatment of me and the fact that I'd have to pay to get the ** inside my home I told her to cancel for a FULL REFUND. AFTER I cancelled she said I'd have to pay RETURN shipping. I didn't agree to this and will not be paying any more money.

  

  Business Response

  Date: 12/07/2022

  In regards to BBB ********************************* you for the opportunity to respond to the customers complaint. 

  We apologize for the issue. Brandsmart ****** will have the item returned and will cover the shipping fees. The customer will receive a FULL refund upon arrival at our warehouse in South *******. 

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18529120
  
  I am rejecting this response because:

  I paid $2300 for a ** that I NEVER received. It was NEVER in my possession, NEVER left the warehouse and since my purchase it has ALWAYS been in the possession of either the shipper, Brandsmart USA, or the shipper's contracted agent ****. I should not have to wait for a refund when the contract I entered into by purchasing the ** from BrandsMart was NOT fulfilled. Refund my money, now. You personally approved the ** (Return Authorization) and have proof via tracking that your contracted shipper has reconsigned the shipment and is returning it back to BrandsMart (see tracking details below). Since I was never in possession of merchandise I purchased, the contract is broken and an immediate refund is required.

  https://www.****.com/tracing/ajaxprostatusbypro.aspx/tracing/manifest.asp?pro=10653167240

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

  

  Business Response

  Date: 12/12/2022

  In regards to BBB Complaint 18529120

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

  We have notified our **************** to accept the dispute from the customer's payment source, therefore processing a refund. 

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18529120
  
  I am rejecting this response because:

  I have just gotten off the phone with the bank and BrandSmart USA has NOT refunded my order NOR accepted the chargeback dispute. The bank has offered me only a provisional credit but is waiting for the aforementioned. Process my REFUND.

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