Complaints
This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 347 total complaints in the last 3 years.
- 123 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/10/2025
Type: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.
Oct 2022 - purchased Maytag model # MVW6200KW with warranty April 7, 2026 - called brand smart to have them come out and repair the washer April 9, 2025 - was the appointment but no one showed up April 10, 2025 - repair tech called and tried to diagnose over the phone and purchased a part to install in the washer April 15, 2025 - the repair tech was supposed to come and no show April 22, 2025 - called Brandsmart and advised that the part had delivered to the service tech May 4, 2025 - repair tech came but the new part did not work and stated that the washing machine will need to be replaced May 10, 2025 - called Brandsmart and they advised they are sending the same technicians on May 12th At this point, the washer needs to be replaced. Need a resolution quickly please
Business Response
Date: 05/20/2025
In regard to BBB complaint 23312925
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that this unit was repaired and is working up to the manufactures standard.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 05/20/2025
Complaint: 23312925
I am rejecting this response because: the washer has not been repaired. In fact, a second repair man came about a week ago and could not repair the machine. No one from Brandsmart has communicated to us.
Sincerely,
****** *******Business Response
Date: 05/23/2025
In regard to BBB complaint 23312925
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we were able to get the warranty company issue a credit for the customer.
Customer can visit anyone of our store locations to reselect a new unit.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 05/23/2025
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:05/07/2025
Type: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.
Please delete all my personal information including any login information ***************Business Response
Date: 05/13/2025
In regard to BBB complaint 23297438
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have removed this customer's information from our system.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.ACustomer Answer
Date: 05/13/2025
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:05/06/2025
Type: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 31, 2025, I had an Amana side-by-side water/ice maker refrigerator installed which was such a disaster I received a refund for the installation, and Brandsmart sent another team out to fix the initial problems a couple of days later. After approximately a month the water began to taste bad. I called Brandsmart who referred me to Flamingo Company, I never heard of. The guy came out said nothing he can do but I found out later he documented there may be a problem with the waterline. Brandsmart installed the water line, actually replaced the waterline since my previous refrigerator was side-by-side water/ice maker. I ordered a new filter paid $60.00 and only had the refrigerator for 2-3 months (those filters are suppose to last 6 months). When the door was opened at the bottom which houses the filter, a white plastic piece popped off preventing the filter from being removed. Flamingo came out again and since he could not fix the filter door he ordered a new part. Today 5/6/25 Flamingo came with the new part but determined that the water line installed by Brandsmart was installed to the hot water not the cold and was the main problem for the water tasting bad. I called Brandsmart and spoke with ****** a manager he was not helpful and transferred me to a lady who said someone will be in contact with me in a few days. The Flamingo tech today 5/6/25, could not install the new part until to waterline which was replaced by Brandsmart is corrected. From my understanding because Brandsmart installed the waterline to hot instead of cold could damage the refrigerator overtime. The way things stand I have bad tasting water, a broken door which houses the filter and waiting on someone to call me back.Business Response
Date: 05/19/2025
In regard to BBB complaint 23295622
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we were unable to get in touch with the customer and have left voice mails for them to contact us back.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 05/20/2025
Complaint: 23295622
I am rejecting this response because: my water is still tasting bad like well water and I purchased a new filter. I believe I was sold a bad refrigerator and it's been a nightmare since the day of installation
Sincerely,
******* ******Business Response
Date: 05/27/2025
In regard to BBB complaint 23295622
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we made multiple attempts to reach out to the customer and left a few voice mails to contact us back for assistance.
Unfortunately we were not able to get a hold of the customer.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 05/27/2025
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:05/06/2025
Type: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.
brandsmart order # ******** purchased washer and dryer.problem is with the speed queen washer $1399.99 ordered 11/10/23 delivered 11/15/24 The attached word document is the timeline of events that began February 24, 2025 and still with no resolution. pictures attached of where gap in front cover and bent metal is from tech removing and replacing.Customer Answer
Date: 05/07/2025
Additional pictures of the drum were part of the original complaint but were ignored.Business Response
Date: 05/20/2025
In regard to BBB complaint 23292386
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we were able to get an approval to replace the unit for the customer.
We are currently waiting for a shipment to arrive so that we can exchange this unit for the customer.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 06/05/2025
Complaint: 23292386
I am rejecting this response because on may 29 I was scheduled to have the replacement washing machine delivered and the defective machine picked up between 12noon and 3pm. I accepted the scheduled delivery date and time the day before delivery via text as instructed. I tracked the delivery all day 5/29 and was on schedule per the online tracking. Shortly after 3pm, after leaving work early to meet the delivery driver, I tracked the delivery again and received an error that I was no longer on the schedule. I called the delivery department for an update who rudely put me on hold for 5 minutes then came back on the line to tell me I needed to speak to online order customer support who he transferred me to, and after holding for 15 minutes I hung up and called ****** **** who was the point of contact who confirmed the replacement. Ive since called and left 4 messages for ****** as recently as today, June 5 and still no call back or scheduled replacement. All we still want at this point is the replacement.Sincerely,
**** ********Business Response
Date: 06/07/2025
In regard to BBB complaint 23292386
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that the exchange was completed for this customer on 06/07/2025.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:05/05/2025
Type: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 am filing a formal complaint against BrandsMart USA (***************, ** location) due to misleading sales practices and non-disclosure of essential installation parts, which caused a financial loss of $******** of Transaction: March 24, 2025 Total Purchase Amount: $4,253.91 1. Misleading Rebate Information $200 Loss:When purchasing a package of ** appliances, a salesperson assured us we would receive a $500 rebate from ** if we bought specific models, including a particular electric range. Relying on this verbal promise, we made the purchase. After submitting the rebate, we received only $300 and later learned the range we were sold was not eligible. BrandsMart provided no written or receipt-based disclosure regarding rebate terms or exclusions. We feel misled by the salesperson's guidance.2. Missing Installation Parts $70 Loss:BrandsMart also failed to inform us that key parts required for installation were not included. These included:Water hose for the refrigerator Power cord and drain hose for the dishwasher Power cord for the electric range None of these missing items were disclosed at the time of sale or listed on the receipt. We only became aware of the omissions during installation. As a result, we had to return to the store and spend an additional $70 to purchase the missing parts ourselves.We submitted written complaints directly to BrandsMart but received no response. Their lack of communication and responsibility has left us with no alternative but to seek help from the Better Business Bureau.Requested Resolution:We respectfully request reimbursement of $270 for the combined losses caused by misleading rebate information and failure to disclose missing installation parts.Customer Answer
Date: 05/13/2025
Subject: Request for Written Communication Complaint Regarding BrandsMart USA
Dear BBB Representative,
My name is *** *********. I am writing in reference to my complaint filed against BrandsMart USA.
I recently received a voicemail from a representative named ***** ****** regarding this matter. I would like to formally request that all future communication from the business be conducted in writing only, either by email at ******************* or by text message at ************, for documentation purposes.
Thank you for your assistance.
Sincerely,
*** *********Business Response
Date: 05/20/2025
In regard to BBB complaint 23286519
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our store management is trying to get in touch with the customer.
We are waiting for the customer to contact us back so that we may try to assist them.
Any further questions or concerns, please direct them to my attention,
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 05/30/2025
Complaint: 23286519
I bought an *********** oven (Model LREL6323S) at BrandsMart USA, ****************************, **, along with a 5-year extended warranty. Details: Purchase date: March 20, 2025 Receipt no.: ********* Warranty cost: $169.99 + $11.90 tax = $181.89 Reason for refund: The oven was defective, and ** refunded me for the product. The extended warranty is now useless. Since May 22, 2025, I have repeatedly emailed BrandsMart asking for the $181.89 warranty refund to be credited to my credit card ending in 8494 (used for the original purchase). I explained that I am currently in ******** for the summer and cannot visit the Florida store. When I called customer service, I waited over an hour, only to be told I had to come in person ignoring my written requests and situation. Despite follow-ups, they have provided no resolution, no refund, and no communication. I kindly request BBB assistance to make BrandsMart USA: ? Process the $181.89 refund; ? Credit it to my original card; ? Provide written confirmation. Contact: *** ********* Email: ******************* Phone: **************
Sincerely,
*** *********Business Response
Date: 06/05/2025
In regard to BBB complaint 23286519
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have already issued a refund back to the customers method of payment.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:05/02/2025
Type: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 July 21, 2024, I purchased a ******************** Loveseat and Sofa along with a 5-year extended furniture protection plan. According to the receipt and warranty terms, the first 12 months of warranty are supposed to be covered by the manufacturer, with any claims during that period handled by the store.Since purchasing the furniture, I have encountered an issue that falls within the manufacturer warranty period. I have made multiple visits to the store and have called the furniture department and manager several times, but I have received no meaningful assistance. Each time, I am told to call the extended warranty provider, who has clearly stated that their coverage does not begin until after the first year.This is unacceptable customer service, and I believe the store is intentionally refusing to honor the manufacturer warranty, despite being responsible for coordinating it.I would like the BBB to investigate this issue and request that BrandsMart provide proper support or repair/replacement service for the issue under the valid manufacturer warranty.Attached is a copy of my receipt for reference.Thank you for your time and assistance.Sincerely ******* *****Business Response
Date: 05/07/2025
In regard to BBB complaint 23279109
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that our store managers were in contact with the customer and a repair was completed on 05/06/2025.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.ACustomer Answer
Date: 05/20/2025
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:04/18/2025
Type: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 April 10 2025 I had brandsmart repair service come out to give a diagnosis on that I have panel board broken and compressor the compressor is on guarantee for the 10 year they made me paid ****** they come to repair it and it was the only the compressor that was broken so they made paid for a part that was not installed all they installed was the compressor and has 10 years warrantyBusiness Response
Date: 04/22/2025
In regard to BBB complaint 23223233
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service managers were in contact with the customer and have already refunded this back to their method of payment.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/22/2025
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:04/17/2025
Type: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 dishwasher online along with assessories for installation, warranty, and haul away service. I was dissatisfied with the customer service, failure to install the appliance in a timely fashion. Therefore I requested a refund within the time standards of Brandsmart's policy. When I called to request a refund I specifically asked for a full refund. The customer service representative assured me the full refund amount was in the email notification. When I received the refund, the amount was #***.77 less than what I paid.Business Response
Date: 04/18/2025
In regard to BBB complaint 23217186
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have already issued a refund back to the customers method of payment.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:03/30/2025
Type: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 am writing to formally file a complaint regarding my recent purchase experience at BrandsMart USA in *******, *******. On February 17, 2025, I purchased an ** washer and dryer set from your store. While working with appliance salesman ********, I explicitly stated that I only wanted to buy in-stock items. However, my experience with delivery and customer service has been highly frustrating and *************** first scheduled delivery was on February 21, 2025, but it never arrived. After contacting customer service, I was informed that the washer was left off the truck.February 25, 2025, February 28/2025, March ****** resulted in only the dryer being delivered, which I refused.Escalated issue to Appliance Manager *******, I was told the washer was in *******, **, and would be delivered soon. March 12, 2025, both the washer and dryer were delivered. However, ******* informed me the night before that I needed to purchase a dryer cord from **********, which I did.March 12, 2025, the washer made a loud noise. I immediately contacted customer service to request a pick-up.March 17, 2025, delivered a dryer cord, which I had already purchased. He did not assess the washer.The next day, my husband contacted *******, who requested a video of the issue. After sending the video, ******* acknowledged the problem.March 18, 2025, I requested a refund and for the items to be picked up. ******* attempted to convince me to exchange the washer and offered a $100 credit, which I declined. March 20, 2025, a delivery team arrived with a replacement washer without my consent, I refused March 25, 2025, the items were picked up. ******* assured me that I would receive a full refund.Instead, I was only refunded $731.36, plus $47.61 for the haul-away fee, while my total purchase amount was $1,547.54. Given the prolonged inconvenience, multiple failed deliveries, and receiving a defective product, I am demanding a full refund of the remaining balance of $768.57.Business Response
Date: 04/07/2025
In regard to BBB complaint 23135050
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that the full purchase was refunded back to the customer already.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/23/2025
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:03/26/2025
Type: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 look purchase a refrigerator last Saturday which was suppose to be delivered on Monday but couldnt because the product was to large. I made sure I ask the *** before it was brought would it fit in my space and ensured me that it would after I provided him my measurements. I kindly ask for my 1209 to be refunded which it has not been refunded as of yet. EVERYTIME I call the store *************************************************************************** they place me on long hold time and say I need to wait for my money which they took seconds to take from my account. They have their product that was never even open but wanna give me hard time about my refund.Business Response
Date: 03/27/2025
In regard to BBB complaint 23117600
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that the customer was issued a refund back to their method of payment on 03/25/2025.
This may take two to three business days for their bank to post the credit back to the account.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.
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