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:09/21/2022

  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.

  Order#******** Refrigerator was never delivered after being fully paid. Multiple contact attempts were made with no response or solution. Agreement was that oven would be removed from premise upon delivering new stove, but that service was also refused on arrival.

  

  Business Response

  Date: 09/22/2022

  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 have provided a solution to issue. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:09/21/2022

  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.

  ORDER #******** I purchased a *** grill online on 9/14/22.I picked it up on 9/16/22 for ********* location (821 **************, ***************, ** 33441).I assembled the *** grill over the weekend and realized it was the wrong size.So on 9/20/22 I tried to return it assembled with box (cause I can't disassemble it)and the store manager told me that she can't accept my return because it has a 0 day return policy.How is this possible grill is unused and they wont accept it.Nowhere online does it say that if I purchase that grill I wont be able to return it.The *************** I'm just trying to return it because I purchased the wrong item.PLEASE I NEED HELP TO RETURN THIS ITEM.ORDER #******** Thank you ***************************** ************

  

  Business Response

  Date: 09/22/2022

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

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

  We apologize for the issue. We have contacted the customer and have a pickup scheduled for ****. Issue has been resolved.

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

  Yours truly.

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:09/21/2022

  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 went into this location on 09/05/22 looking for a recliner lay flat chair for my elderly father who was being released from the hospital that day after a major surgery, since he needed something to sleep in and help him stand up during his recovery. I was helped by ***************************. I explained to him the severity of the surgery and what we were looking for. ***** helped me pick out a power lift recliner. I explained to him that since my father was still in the hospital and was not able to walk on his own, he was unable to come into the store to try the recliner for comfort. I asked ***** what the return policy was and he stated there was a 30 day return policy. ***** reassured me that if the chair was not comfortable we would be able to return the chair in store for a full refund. I went ahead and purchased the chair from him with the extended warranty. After getting home with the chair, getting my dad home from the hospital, and letting him try the chair it was way too uncomfortable for him (he just had major surgery at **************************************************************************************************** his life) , we called the store to see what the easiest return method would be. We spoke to a young lady on the phone on 9/17/22 and learned that we were lied to and there is no returns on this item. We then asked to speak to ***** himself, and ***** denied saying this to us. We then asked to speak to a manager and he put what seemed like his friend on the phone, and "his manager" stated that there are no returns. We then called customer service on 9/17/22 to inform them of what was going on. The young lady we spoke with who was the assistant manager of customer service took down our information and agreed that it sounded like he lied about the return policy to just get the sale/commission and stated someone would call us back regarding this issue. We still have not heard back regarding this issue.

  

  Business Response

  Date: 09/22/2022

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

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

  We apologize for the issue. At this time we have provided a solution to the issue and the item will be picked up on 9-24-22. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:09/17/2022

  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.

  Brand smart Im disappointed in your product and service I have Been a loyal brand smart client since a little boy I know You have heard this before but what makes it different when you buy into a product and the product turns out just ok I bought a $399.99 ac from ge I bought The warranty which is an added $49 around $400 now my warranty just expired in June my ac stops working brandsmart cant find it in its self to offer a repair a replacement a discount what your saying is that I should continue to keep pay 500 for also a warranty that wont cover your appliances I think This is crazy because you dont appreciate your loyal customers

  

  Business Response

  Date: 09/19/2022

  In regards to BBB COMPLAINT # ********

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

  We apologize for the issue. The customer did purchase the 2 year warranty which runs concurrent with the manufacturers in the first year (the warranty goes over and above the manufacturers warranty, power surges, etc.). Unfortunately the warranty expired 3 months ago. Our store management staff did contact the customer and offered to discount a new unit, however the customer only wants his unit fixed or replaced free of charge. It is unfortunate but we cannot comply with the request. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18041040
  
  I am rejecting this response because:

  they did not provide a service or discount as mentioned no solution unfortunately I will no longer use their services its pretty sad departure but after this event regardless of the 2 year warranty NO 500 dollar ac unit should be ran out in 2 years this means this product isnt that great they told me to purchase a new a unit which I find so dishonest any other company will be willing to accommodate a customer especially seeing how short period of the time its but I guess This is what they want customers not to return Ill make sure I spread the word about how they treat customers.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/14/2022

  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 landlord purchased a refrigerator for my condominium. They were supposed to deliver on a Thursday never showed up then called him on a Friday while I was at work saying they were on their way. I had given him my availability which they do not honor. The fridge was finally delivered on Monday Labor Day. The delivery driver was supposed to remove the old unit. He removed it but received a call advising he couldnt do to bugs that I didnt see but ok. He wrote on the delivery receipt someone would return 48 hours later to pickup. 48 hours later no one returned. I called customer service and found out they didnt put it on the schedule and wouldnt unless I paid $69. After some discussion they agreed to pick up. The rep put me on hold to schedule the pick up but actually transferred me to someone else. That person transferred me to another person who said he was going to transfer me back to customer service but hung up. I tried calling back multiple times no response. I reached out on ******* and explained what happened. They gave me a confirmation number for pick up for September 13th. No one came. The fridge has been on the porch since Labor Day. They continue to lie. I just need them to pick up the fridge. I work 2 jobs and cant leave work to watch them pick up a fridge thats easily accessible.

  

  Business Response

  Date: 09/14/2022

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

  We apologize for the issue. There was a pickup of the refrigerator today. This issue has been resolved. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** U.S.A. 

• Initial Complaint

  Date:09/11/2022

  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.

  In 2/23/2020 I bought a 65 inch ******* at the Brandsmart at ************************. I paid for a 5 year protection and a wall installation. A day or two later I called the sales person named ******* and cancelled the wall mount installation. The ** was delivered as agreed. The ** worked fine until 3 weeks ago when it suddenly stopped working. I called for assistance and I was told that my warranty had been cancelled. I tried calling the repair company and ***************** No one I called knew what happened and I was bounced back and forth to no avail. They kept saying your warranty was cancelled by the store. The *************************** at the store either did not answer the phone or would put the call on hold endlessly. Although I had recent surgery, use 24-hour oxygen and able to walk only short distances I had to make a special trip to this store with my receipt of purchase and extended warranty on hand to determine what happened. I spoke to the woman sitting in **************** who rudely accused me going into the store the day after my purchase to cancel my extended warranty. I asked for evidence and she said she would call me later in the day with a signed cancellation request. The next day I received a call from *******************, the store manager, telling me that my warranty payment was refunded to my Brandsmart credit card and the matter was out of his hands. He could not offer me any evidence of my requesting such transaction, but he said that because I had been refunded I must have requested it. Ridiculous! If they issued such a refund I was unaware of it since I did not see it when I paid my bill or I would've called them. I'm sure this was an error made by the store.The manager refuses to do anything about it even though I have all my written evidence. I plan to pursue this matter with a lawyer if necessary. I have now been without my ** for over a month and I demand that they investigate this matter properly and fix my **. Thank you!

  

  Business Response

  Date: 09/12/2022

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

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

  We apologize for the issue. We have contacted **************** in the Dadeland location in reference to the issue. They are contacting the customer for assistance in the matter. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:09/08/2022

  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.

  on 7-22-21 I purchased a bundle of ******* appliances which included a over the range microwave oven which is what this complaint is about. this was delivered and installed by brandsmart on7-29-21. the microwave looked normal but would only work for no longer than 2 minutes before shutting down for at least ************************************************************************ that i had not given the microwave enough time to break in. he changed out the door on the microwave and told me to give it time to break in properly. so i continued having the same issues and called ******* back out to try to fix the problem. this time the technician removed the microwave and took it apart at which time he took pictures and told me that it was damaged internally. it apparently had been dropped at some point. the outside was not damaged but the technician said it was BrandsMart that had to remedy the problem. after taking the microwave back to BrandsMart and talking to a manager i was told that it was *******s problem. this was discussed with both BrandsMart and ******* within the one-year time frame. i took the microwave to BrandsMart on June 27th 2022 which was about a month before a year from the purchase date. I paid BrandsMart over $6100.00 for these appliances and that included an extended warranty. the store I shopped at was 4000Mount Zion Parkway *********** ******** the manager i spoke with was *************************** the serial number of the microwave ***************** MODEL ***********

  

  Business Response

  Date: 09/20/2022

  In regards to BBB complaint 17937061 

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

  We apologize for the issue. We are having management in the store location reach out to the customer to address the issue. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:09/06/2022

  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 originally ordered my refrigerator on May 30th. I was told at the time that my fridge was on backorder until June 30th. After getting the runaround I finally received a call on the 29th of August advising that my fridge would be delivered on the 30th. I received a text that the fridge would be delivered on the 30th between 12 and 3. The delivery drivers arrived around 6:30. And because it had been raining they were not able to bring the fridge up the stairs, although the rain didn't start until after 3pm. They put the fridge in my garage and stated that they would return the next day and finish the job. The next day has come and gone. I called customer service on the 1st and was disconnected after providing all information. I called again today and the representative ****** was kind of rude. When I asked for the manager, she asked me why. She stated that I didn't need to speak to a manager because this issue was not theirs. I am unsure if she understands that the issue is BrandsMart because I paid BrandsMart $1700. I told her to have a good day and called back to speak to a manager. I spoke to the manager *****, and I informed him of the issue and advised that I would like the delivery fee refunded. He stated that he will listen to the call and take appropriate action and he sees that I have a delivery scheduled for the 8th. I advised the delivery is only scheduled because I called again. I am super upset that this is ok for someone to go through this. I have been waiting on a fridge since May 30th, do you think this is ok?!?!

  

  Business Response

  Date: 09/19/2022

  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 provided a positive resolution to the issue. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:09/05/2022

  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.

  Brandsmart had someone come out to service my stove on 8/19/22. I was told by the technician that came out that parts would need to be ordered and that it would take 5-7 businesses days. When I called service and repairs I was told by two different representatives that parts were ordered on 8/22/22 and another representative stated that parts were ordered on 8/23/22. I have contacted repair department several times after these dates and each time I call I am told parts have not arrived and that it takes 5-7 business days to arrive. It has now more then **** business days and still no parts. I have been without a stove for 2 weeks now. I asked to speak with a manager and was told by representatives that no manager was available and that they will email them to contact me as well as sending an email out to track the part for my stove. I called again 24 hours later with no resolution.

  

  Business Response

  Date: 09/08/2022

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

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

  We apologize for the issue. The issue has been escalated to our ******************************* They are working with the manufacturer in reference to the issue. They are in contact with the customer working on a resolution. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17919776
  
  I am rejecting this response because: this is the same response I get every time I have contacted them. Its been approximately a month from the time that I contacted them for service and I get the same message that they are ordering the parts and I still dont have a working stove. 
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 09/09/2022

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

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

  We apologize for the issue. We have contacted the customer and have provided a positive resolution. The customer has my contact information and I will be taking care of the issue. 

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

  Yours truly,

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

  VP of Customer Operations

  ********************** ****** 

   

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17919776
  
  I am rejecting this response because:
  Case is not quite resolved yet. The manager asked me to follow up with him on Monday.. I will follow up on Monday and Ill let BBB know the outcome.
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:09/02/2022

  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 had a refrigerator delivery today 9/2/2022 from Brandsmart **************** located at *************** in *****, *******. The team of two delivery people arrived minutes after the delivery window ended. I was told the water needed to be shut off for the install. I rent the home and had to locate the water main to turn it off. This took me approx less than 5 minutes to locate. I showed the delivery person the water main and said I need to get a tool. As I was walking out of the house, the delivery person put the refrigerator back onto the truck. I asked him what he was doing and he refused to answer me. I explained I had two kids and needed the refrigerator today, I also took the day off work. He refused to speak to me. I proceeded to ask his name. He again refused to answer me. I asked his name four times, she got in the truck and drove away. I waited unit the end of the delivery window and said delivery person couldn't wait 5 minutes for me to turn the water off, or explain that he was going to put the item back on the truck and leave? My time is valuable also. I called ********* and they refuse to give me the name of the driver who was in my home.

  

  Business Response

  Date: 09/03/2022

   

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

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

  We apologize for the issue, we have contacted the customer and were able take care of this issue. 

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

  
  Yours truly,
  

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

  Manager Customer Operations