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

  
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  BrandsMart USA

  10 S Compass Way Dania Beach, FL 33004-2371

  
• 

  BrandsMart USA

  4000 Mount Zion Pkwy Stockbridge, GA 30281

  

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:11/04/2022

  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 grill from Brandsmart located at ************************************************************************ on June 11th, 2022. When I assembled the grill following the manuals instructions it was not operational. I then went back to Brandsmart and spoke with the store manager and they advised me to call the grill company. I then called the grill company on July 11th, 2022 and asked them to return the grill or how I would be able to solve my problem. The customer service representative tried to trouble shoot with me step by step different parts of the grill to see what would be causing the problem and they realized the grill was still not operational and advised me that I need to take it to Brandsmart. When I spoke to Brandsmart they told me that they do not do exchanges, returns, or refunds on grills and that I would have to speak with the manufacturer. I spoke to the manufacturer representative and they advised me that I can return the grill and it would be refunded back to me as per the grill company. I was able to return the grill on August 6th, 2022. I waited for a response from Brandsmart or the grill company but I never received one and I called them and was told they would no longer reimburse me and to contact the Brandsmart company once again. I submitted a claim through the Brandsmart/ Synchrony credit card company on July 11th, 2022 the same day I called the grill manufacturer. I was denied the first time on August 3rd, 2022. I resubmitted another claim the same day August 3rd, 2022. I never received any letter of denial from the company or that my claim was being worked on. When I called back in October I was told my second claim was denied on September 8th, 2022 but again I have never received any letter. I am writing this letter to get help in solving my dispute with Brandsmart and get my money back on the grill I have already returned. My Brandsmart account number is **************** and I would like to get a full reimbursement on my purchase for $462.80.

  

  Business Response

  Date: 11/07/2022

  in regards to BBB Complaint 18252897 

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

  We apologize for the issue. At this time a credit (refund) has been processed to the customer's account. A copy has been provided. Please allow up to 72 hours to reflect to the customer's account. 

  Any further questions or concerns, please contact me directly. 

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:11/03/2022

  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 brought a ******* Washer and dryer set brand new on 8/23/22 and it was deliver 8/28/22 a week later. I spend $1500.00 and within a month a 10 days the Washer is leaking. I use the washer about 5 times since I ****** and I was out of town for 2 weeks. I call to return the washer and they said it was past the 30 days. The washer leaking all over my floor and I don't believe it is a new washer. It sound loud when you use it and I believe I got a lemon and now I am struck with this garage that Brand-smart sell me and their refuse to take it back. I have not been able use it since 10. It took a week and half for a repair man to come. He came 11/2/22 and said he have to order a part which will take another 10 days. I want to return the washer and get my money back. I call and ask and they said it pass the 30 days. How can a brand new washer need major repair. Don't pay any product from Brandsmart store.

  

  Business Response

  Date: 11/04/2022

  In regards to BBB complaint 18352218

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

  We apologize for the issue. An upgraded exchange is scheduled for 11-5-22 delivery (no extra fees to the customer). Customer is aware of the upgrade and date of delivery.

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:10/23/2022

  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.

  We purchased a TV from Brandsmart USA at their *********** store with a promotion of 48 months no payments no interest (as indicated on the receipt). Apparently, someone there made a mistake and did not apply the promotion to our account. Almost a year later, we discovered the mistake, when they asked us to pay the full amount right away, or, to pay extra hundreds of dollars of added interest. Needless to say, we would never buy that TV if it was not under that promotion. We called Brandsmart, asking them to correct their mistake. The Rep. on the phone sent us to the store where we made the purchase. We went their... 3 times. Each time we spoke with a different 'manager'. Each time they realized and acknowledged their mistake right away and promised to fix it.However, they never did.

  

  Business Response

  Date: 10/24/2022

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

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

  We apologize for the issue. We have contacted our accounting department in reference to the issue. A promotion code change is being submitted to correct the issue. It takes up to 2 billing cycles to reflect the change and the waive of the interest fees. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:10/21/2022

  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.

  On October 12th my order for a phone case was shipped the order arrived, and I opened the box and saw that the Item was previously returned and used. I contacted the merchant and spoke with ******, I sent her pictures of the phone case and the box proving to her that I received a phone case that was not new, she looked that phone and responded to me by email saying the phone case looked fine to her. They made me pay out of my own pocket to ship it back to them. I would like a full refund of what I paid plus the money that I had to spend for postage to ship it back to them.

  

  Business Response

  Date: 10/24/2022

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

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

  We apologize for the issue. We have authorized a return for the item, the refund will be issued upon receiving. In reference to the **** fee the customer paid to mail back, we have provided a refund to the customers Amex. A copy of the credit was emailed to the customer. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:10/19/2022

  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.

  BrandsMart USA deceives their customers by falsely advertising a sale for a product and stating that it is in stock and ready to ship. When the item is already paid for, they contact their customers to advise that the item is actually not in stock and they do not know when the item will be back in stock, if ever. Then they attempt to talk their customers into switching the original item to an item that is more expensive, by telling you there is no guarantee of when the original item will be back in stock. They are misleading and falsely advertise to get the customer to spend more than desired. ********************** runs a bait-and-switch scheme. Additionally, the item that I purchased and am still waiting on still shows as "In-stock" on their website, even thought their representatives have confirmed that the item is in fact not in stock.When I called to get an estimate of when my item would be in stock, they advised that they do not know and attempted to convince me to purchase a more expensive item.BrandSmart USA and their representatives are deceitful to their customers, they are scrupulous and should be stopped as this is extremely unfair and abusive to the consumer.I have been charged a total of $1,336.42 and have yet to receive an eta for the item I purchased. The representatives are extremely unprofessional and have been clearly trained to assist Brandsmart USA with committing these fraudulent acts.

  

  Business Response

  Date: 10/21/2022

  In regards to BBB Complaint 18249476

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

  We apologize for the issue. We have attempted to contact the customer at the number provided and left a message. We would like to provide a resolution and can be reached at ************ M-F (7am to 3pm).

  We will attempt to contact the customer again as well. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:10/19/2022

  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 wall air conditioner unit on 8/5/21 and on 10/10/22 the air conditioner stopped working. I had. Purchased extended warranty on this item so I called Brandsmart. On 10/15/22 a technician went by and said that he requested the parts needed and it should take 2-3 days. Its going on 4 days and they continue to give me the run around and cannot give me. Date when the technician will be by to replace the part. That air conditioner is in a rental unit and tenant is continuing to complain about the heat. I need wither the part replaced or the entire unit as soon as possIble. Thats why I purchased the extended warranty in the first place

  

  Business Response

  Date: 10/21/2022

  In regards to BBB Complaint 18246691

  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 our service department. Under the terms and conditions of the warranty (Warrantech) must attempt to repair the unit. ****************** has ordered the necessary parts and will install upon arrival.

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:10/15/2022

  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 bought a sofa from Brandsmart at *************** on 06/05/2022 after the delivery I noticed that a part under the sofa was broken I called to the store and they sent someone to my house,this person took some pictures of the broken part and told me that Brandsmart will keep in touch with me about the issue and they will let me know when they will go to change this part.********** this is the phone number of the person that comes to take the pictures of the issue.It has been over 4 months and Brandsmart never contacted me to give me any updates no one has come to change the part that is broken either.I called Brandsmart several times and every time they transfer me to a different phone number I have written down all the numbers I have called,no one can give me information about this issue so I paid $1636.71 for a broken sofa and nobody is taking care of this problem.Receipt ********** Date 06/05/2022 Leather Comfort sorrento brown pwr sofa ***** 68012(model)Its really frustrating unprofessional and disrespectful Receipt ******* If you need a copy of the receipt, pictures and all the numbers that I have called please contact me Respectfully ***********************

  

  Business Response

  Date: 10/18/2022

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

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

  We apologize for the issue. We have contacted the customer and have an exchange in place for 10-22-22. 

  Any further questions or concerns, please contact me. 

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:10/07/2022

  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.

  To Whom it may ************ are very tired and fed up with all the suffering we have gone through when we have Purchased $7,000.00 worth of appliances at the Brandsmart Location in *********** ******* on July 2,2022.Not only did we not getting our deliveries as promised but had to also wait until August 16th for installation of some products . We had purchased the 4 ******* appliances one being the Bespoke 4 door fridge which was not set up right and had no fridge for weeks until was set up.We were promised by the salesman that we would receive a $300.00 gift card for our troubles which hardly seemed fair with all the stress and anxiety we have gone through however we still have not received the gift card and the sales person said the request was sent and approved by Corporate.I spoke to corporate customer service to ask today Oct ****** on the status and they have no such submission.I thought Brandsmart was all about **************** but seems to not be true .I have all the Text messages from our sales rep from day 1 of our purchase on July 2,2022 Please resolve this issue for us so we can put our trust in Brandsmart once again

  

  Business Response

  Date: 10/10/2022

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

  We apologize for the issue. We have contacted the customer and reached a positive resolution. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** U.S.A. 

• Initial Complaint

  Date:10/06/2022

  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 PURCHASED AN AIR CONDITIONER WITH A 5 YEAR EXTENDED WARRANTY ON 12/05/2019. IN MID JULY 2022 THE **** CEASED WORKING AND I CALLED TO HAVE A REPAIRMAN COME TO MY HOUSE TO EXAMINE THE ****... BRANDSMARTS WARRANTY DEPARTMENT (WARRANTECH) SET UP A REPAIR CALL WITH ONE OF THEIR SUB CONTRACTORS CALLED WARRANTY REPAIR EXPERTS. THIS COMPANY HAS NEITHE CALLED ME TO SET UP A SERVICE CALL AND EACH TIME I TRY TO CALL HERE S NO ANSWER NOR IS THERE A WAY TO LEAVE A MESSAGE....WARRANTECH THEN SET ME UP WITH ************************ AND **************** CONTACTED ME TO SCHEDULE A SERVICE CALL. PRIOR TO THE SERVICE CALL , **************** DID A PART SEARCH ON MY MODEL AIR CONDITIONER AND FOUND THAT THERE WERE NO REPAIR PARTS AVAILABLE AND THAT THE *** **** NEED TO BE REPLACED. WARRNTECH FOR THE PAST 2 MONTHS HAS BEEN PLAYING THE **** OF WANTING TO HAVE WARRANTY REPAIR EXPERTS COME O LOOK AT THE **** BUT THEY CANNOT CONTACT THEM TO SET UP A REPAIR AND THEY WILL NOT CONTACT GENEAL ELECTRIC TO GET THEIR EVALUATION OF THE **** AND KEEP PLAYING IT OFF AS HAVING TO SEND OUT WARRANTY REPAIR EXPERTS... THEY CANNOT CONTACT THEM NOR CAN THEY SET UP A SERVICE CALL. ALL I WANT IS MY **** REPAIRED OR REPLACED AND ALL THEY DO IS KEEP PUTTING ME OFF AND GIVING ME LIP SERVICE AND NOT PROVIDING ME THE SERVICE I AM REQUESTING. THEY CONTINUALLY PLACE ME ON HOLD AND DISCONNECT THE CALL WHILE I AM ON HOLD SO THAT I HAVE TO START ALL OVE AGAIN AND NOTHING IS ACCOMLISHED. IT HAS BEEN 21/2 MON=THS THAT I HAVIE BEEN TRYING TO TAKE CARE OF THE ISSUE AND THEY DO NOTHIMG TO MAKE GOOD ON MY EXTENDED WARRANTY ON THIS AIR CONDITIONING ****. THE MORE THEY DELAY THE CLAIM ... THE HIGHER THE PRICES OF REPLACEMENT ****S BECOME... I HAVE MISSED 2 SALES AND I JUST NEED THIS **** I PAID FOR TO BE REPLACED.. AS IT IS I WILL AGAIN HAVE TO BUY AN EXTENDED WARRANTY AND THERE IS NO PRO RATE FOR UNUSED TIME ON MY WARRANTY...THE COMPANY CONTINUALLY JUST PUTS ME ON HOLD AND HANGS UP AND I AM GETTING TIRED OF IT SO NOW

  

  Business Response

  Date: 10/07/2022

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

  We apologize for the issue. We have contacted Warrantech (the contract provider) and they have issued the customer a credit for the customer. We have left a message for the customer to visit the stores customer service department to receive. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** U.S.A. 

   

• Initial Complaint

  Date:09/25/2022

  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 bought a frigidaire refigerator is only been 10 days my milk and vegeyebals freezing i want a new refigerator since is under bransmart 30 day return they refuse to exchansge i called frigidare they want to fix a unit i spent $1200 pleasegelp me i want a new refigerator ps they solfd me a refigerator from 2 years ago

  

  Business Response

  Date: 09/26/2022

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

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

  We apologize for the issue. We have tried to contact the customer and the voicemail box has not been set up. We currently have an exchange set up for **** (Wednesday). We have also emailed the customer with the same information.

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

  Yours truly,

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

  VP of Customer Operations

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