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:08/05/2022
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 BOUGHT A REFRIGERATOR FROM BRANDSMART THAT WAS DELIVERED ON 4/25/2022. I NOTICED AFTER SEVERAL WEEKS THE LEFT DOOR WOULD NOT REMAIN OPEN AND THE ICE MAKER WAS LEAKING WATER. I CHECKED AND FOUND THE REFRIGERATOR WAS NOT LEVEL. I CALLED THE BRANDSMART SALESMAN, ***** IGHODARD, AND HE TOLD ME TO CALL ******* OR BRANDSMART CUSTOMER SERVICE. I CALLED ******* AND THEY TOLD ME TO CALL THE STORE FOR HELP BECAUSE MY PROBLEM IS NOT A DEFECT BUT AN INSTALLATION ISSUE. I HAVE BEEN TRYING TO GET SOMEONE FROM BRANDSMART TO COME OUT BUT NO RESPONSE. I ATTEMPTED TO CALL THE ***** AGAIN, HE SAID HE WOULD PUT IN A SERVICE TICKET, NO RESPONSE.I CALLED THE SALESMAN AGAIN AND HE TOLD ME " DON'T CALL HIM ANYMORE". I HAVE CALLED BRANDSMART SEVERAL TIMES AND CANNOT GET ANYONE TO HELP ME TO STRAIGHTEN OUT THIS PROBLEM. I CALLED BRANDSMART CUTOMER SERVICE AGAIN, WEDNESDAY 8/3/2022, 2 1/2 MOTHS AFTER THE INSTALLATION AND RECEIVED THE NAME OF THE STORE MANAGERS *********************** AND *******************.I NEED SOME HELP TO GET THEM TO COME OUT AND FINISH THE INSTALLATION CORRECTLY AND LEVEL THE REFRIGERATOR TO STOP THE LEAK.THE SALESMAN DURING THE CALLS I MADE TO THE STORE TOLD ME THAT THE REASON FOR THE ***** IN GETTING SERVICE IS THAT THEY ARE SHORT HANDED IN REGARDS TO INSTALLERS AND SOME OF THEM ARE ON VACATION. ONCE THEY HAVE INSTALLERS AVAILABLE, HE WILL SET A DATE TO COME AND FIX THE ISSUE. THAT WAS VIA TEXT MESSAGE I RECEIVED ON 6/1/2022. TODAY IS AUGUST 3RD NO CALL TO FIX THE PROBLEM. I FOLLOWED UP SEVERAL TIMES AFTER THAT VIA TEXT, 7/11 AND 7/13. NO ANSWER.I FINALL DID GET A RESPONSE FROM THE SALESMAN VIA TEXT STATING, "PLEASE CALL ******* OR BARNDSMART. YOU CALL ME EVERY OTHER DAY. PLEASE IT'S ENOUGH! I AGAIN JUST NEED SOMEONE FROM BRANDSMART TO SERVICE MY REFRIGERATOR LEVEL IT SO THE DOORS WILL SATY OPEN AND STOP THE ******
Business Response
Date: 08/08/2022
In regards to BBB ********************************* you for the opportunity to respond to the customers complaint.
We apologize for the issue. At this time **************** has contacted the customer and they have an appointment for *******. Customer is aware and is happy with the appointment.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***************************
VP of Customer Operations
********************** ******
Initial Complaint
Date:08/04/2022
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.
On 6/6/2022 I purchased a ******* washer and dryer from brandsmart USA in *********** *******, Receipt number **********. On 6/16/2022 the unit was delivered to my house. On 7/1/2022 the dryer made a loud noise while drying a small load of clothes. I called brandsmart and was advised to call *******. ******* gave me ticket number ********** and sent out a repairman that said the frame was bent and they do not cover structural damage and that I need to call the store that delivered it. 8/4/2022 I called brandsmart USA in *********** ******* and the representative said its been over 30 days and she cant do anything for me. So now I have a very noisy dryer.Business Response
Date: 08/05/2022
In regards to BBB Case #********
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue. At this time we have escalated the issue to the management in our Stockbridge location. They will be contacting the customer within 24 hours to try to come up with a positive resolution to the situation.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***************************
VP of Customer Operations
********************** U,S.A.
Customer Answer
Date: 08/15/2022
Complaint: 17673788
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
Date:08/01/2022
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 have been without my icemaker for over 10 days now. I made an appointment with Brandsmart and the earliest day was 8.10.22 and that does not guarantee they will repair my fridge on that day. I have to have ice at my home for my sister-in-law that occasionally has to place ice on her hip that she had replaced due to swelling. I am forced to go out every day and purchase bags of ice. I looked online and apparently this is a common problem with ******* French Fridge - Invoice attached. I cannot wait until 8.10.22 and continue to buy ice. I called the warranty, WarrantTech and they referred me back to ***************************** versa. If they cannot repair my fridge on the spot, I want a replacement to the unit done. I paid for warranty and I am spending monies I should not have to spend when the unit is completely covered. I am NOT going to wait additional time for a PART due to the fridge still not being looked at. This is terrible terrible customer service.The repair is under **************, my home number.. It is ridiculous I have to wait almost 3 weeks for someone to come out and repair the ice maker.Business Response
Date: 08/03/2022
In regards to BBB Case # ********
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue. Our ************* has moved the appointment for 8-3-22.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***************************
VP of Customer Operations
********************** ******
Customer Answer
Date: 08/04/2022
Complaint: 17651398
I am rejecting this response because: The technician came out on 8/3/2022 as promised. However, the Whole icemaker assembly needs to be replaced & parts ordered. I am still without ice until this is done.The service order was set to completed and I now have to contact Brandsmart again with eta on parts to repair/replace the Appliance.
Sincerely,
*************************Business Response
Date: 08/04/2022
In regards to BBB Case #********
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue. The customers contract is with Warrantech (the extended warranty holder). The customer purchased the refrigerator in 2019 and the plan requires the service center the opportunity to repair the unit (it does not qualify for replacement). The service call was done yesterday and the necessary parts for the repair have been ordered. The *** for the parts is 5 to 7 business days.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***************************
VP of Customer Operations
********************** ******
Customer Answer
Date: 08/10/2022
Complaint: 17651398
I am rejecting this response because: I still have no ice-maker. I am spending about 3 to 6 dollars a day for ice for my sister-in-law's injury.This is getting to be really expensive. I still have no appointment since Brandsmart states they are still "WAITING" for a part. I paid over $ 300 for the warranty and I am going almost on 21 days without ice. They even said they could not give me an early appointment after waiting all this time because it "Depends on technician schedule". They advised I should contact the Warranty - warrantech for the ice. I am very upset with the level of service from Brandsmart Service/Repair. Ridiculous to have to wait over 21 days to have an appliance fixed.
Sincerely,
*************************Initial Complaint
Date:07/27/2022
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 purchase a dishwasher at this location i pay for the delivery and the installation, well two days later my entire kitchen was full of water all of my cabinet wet and the drywall thru out the kitchen and my new kitchen granite also wet due to a mistake during installation they didnt attach the fitting for the water inlet correctly the tread was incorrectly installed, i contacted the brandsmart they came took the old dishwasher since was full of water and started to turn on and off by itself 5 days later and 15 calls they finally deliver the new dishwasher and i was told that i was going to get a call from management at brandsmart but is been now over 20 days since this happen and i havent receive a call so now im contacting my lawyer to make this a legal case since looks like they not planning on fixing their mistakeBusiness Response
Date: 07/29/2022
In regards to BBB Case # ********
Thank you for opportunity to respond to the customers complaint.
We apologize for the issue. At this time we have escalated the issue to our Management team to contact the customer with a solution. We apologize again for the issue with the item and the damages.
Any further questions or concerns, please direct them to my attention.
Yours truly,***********************
GM Customer Operations
********************** ******Initial Complaint
Date:07/27/2022
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 HAVE WAITED OVER 9 MONTHS FOR THIS TO BE DELIVERED AND HAVE BEEN THE VICTIM OF FALSE ADVERTISING AND FALSE PROMISES FOR THIS ITEM. ANY AND ALL EFFORTS TO CONTACT THE STORE IN REGARDS TO THIS ISSUE IS MET WITH ZERO RESOLUTION AND I AM OUT THOUSANDS OF DOLLARS FOR THIS ITEM, HOW ARE WE SUPPOSED TO BE OUT THOUSANDS OF DOLLORS WITH ZERO TRACKING NOR COMPENSATION FOR THIS SORT OF DELAY!!!! THE WEBSITE CLEARLY STATES "IF IT AN ITEM IS ON BACKORDER WELL SEND YOU AN EMAIL TO LET YOU KNOW THE ESTIMATED ARRIVAL TIME. BACK ORDERS REMAIN ACTIVE FOR 30 DAYS ON MOST PRODUCTS" AND YET NO ONE CONTACTS ME! ITS ME WHO IS REACHING OUT TO YOU FOR THE SECOND TIME AND ALL ESTIMATED TIMES OF ARRIVALS OF WHICH IM TOLD HAVE NEVER COME TO FRUITION!!! WHAT IS THE RESOLUTION I AM ALL EARS??????????Business Response
Date: 07/30/2022
In regards to BBB Case # ********
Thank you for opportunity to respond to the customers complaint.
We apologize for the issue, we have contacted the customer with an estimated time for delivery of this unit. We will be following up with the customer once we receive the unit in stock.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
GM Customer Operations
********************** ******Initial Complaint
Date:07/26/2022
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 washer and dryer combo and advised the representative that I needed my current washer and dryer taken downstairs to which he replied they would be able to take it downstairs and dispose of it. When the employees arrived they advised me that they could not take it downstairs and if they did it involved more money and them coming back another day. The complaint is saying they will come back out for $42 and I should not have to pay for something that should have been done on the first trip. Now I have a washer/dryer upstairs blocking one of my kids rooms and I cant move it out of the way. Please assist me in resolving this without having to come up with more money out of pocket unnecessarily. The brandsmart representative advised me that the employee put in his computer that we were going to resell the washer dryer thats why he didnt take it, which is a lie. I just need it removed. My child has to squeeze into his room and this is causing a strain on living conditions.Business Response
Date: 07/30/2022
In regards to BBB Case # ********
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and contacted the customer to scheduled a pick up of the old unit.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
Customer Operations
********************** ******Initial Complaint
Date:07/25/2022
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 received a delivery for my kitchen appliances on July 2nd. On July 5th, I reached out via email complaining that my door was dented by them. Over the last 3 weeks, I have been emailing asking for an update, and have been told 4 times that the logistics team would reach out to me and I've heard nothing. Every time I ask for an update, I get the same response and no one from logistics answers me.Business Response
Date: 07/26/2022
In regards to BBB ********************************* you for the opportunity to respond to the customers complaint.
We apologize for the issue. We have escalated the issue to Management of ************* (Delivery Contractors) to contact the customer ASAP in regards to the damage. Please allow up to 24 hours for them to contact the customer.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***************************
VP of Customer Operations
********************** ******
Customer Answer
Date: 07/27/2022
Complaint: 17620752
I am rejecting this response because: I still have no received any response from them
Sincerely,
*************************Business Response
Date: 07/28/2022
Hello, Sorry to read that they haven't contacted you yet. We have contacted them and requested to contact the customer back as soon as possible.
Thank you
***** Thomas
BrandsMart USA
Initial Complaint
Date:07/20/2022
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 have been dealing with customer relations for ********************** about the installation of my appliances that were purchased on 5/24/2022 and which still are not working correctly as of 7/20/2022. I thought that I was being respectful, but needing to escalate my issue past the level that it was at with ********************************* in customer relations, and got the nastiest message back from her in regards to my appliances and having someone uninstall them so that Brandsmart USA can pick them up on 7/25/2022. I was misled when I originally purchased the equipment that everything would be installed and that the old units would be hauled away. Obviously that was not the case, as the dishwasher and over-range microwave were not part of their installation and they would only haul away the old ones if (and only if) they are installed prior to the delivery company leaving. They do not install these units, and at no time during the sales process was I informed of this by either the agents at the store that I spoke to when picking out the appliances or when I placed the order with ***** Cerrabona. The company and it's employees have made numerous mistakes throughout this purchase process and they need to own the mistakes and fix them to my (the customers) satisfaction and to make me happy at this point.Business Response
Date: 07/21/2022
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 worked out a positive resolution . Customer is satisfied with the assistance.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***************************
VP of Customer Operations
********************** ******
Customer Answer
Date: 07/21/2022
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. The representative from Brandsmart USA was both professional and understanding in their dealings with me, and we came to a compromise solution that was acceptable to both of us.
Sincerely,
*************************Initial Complaint
Date:07/20/2022
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.
We purchased a dish washer in June, the technician car installed it on July 5th, after the installation the dish washer kept popping errors codes. I started to notice the bottom of my kitchen sink is leaking really bad, water is everywhere. We did not have this problem before they came to install the product. The product is not working and water everywhere under the sink. We contacted the the business barely anyone is picking up the phone.Business Response
Date: 07/20/2022
In regards to BBB ********************************* you for opportunity to respond to the customers complaint.
We apologize for the issue. At this time we have escalated the issue to **************** in the ********* location to contact the customer. We apologize again for the issue with the item, **************** will rectify the issue.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***************************
VP of Customer Operations
********************** ******
Customer Answer
Date: 07/21/2022
Complaint: 17593147
I am rejecting this response because: store manager called and said they would handle the issue however I have not heard back from an action. He promised to call back with an action but he did not. Im still waiting to get this resolved.
Sincerely,
***************Business Response
Date: 07/22/2022
In regards to BBB Case # ********
Thank you for the opportunity to respond to the customers complaint.
We have been notified that the customer was contacted yesterday and has a service appointment scheduled today.
Any further questions or concerns, please direct them to my attention.
Yours truly,
Phil Lieberman
VP of Customer Operations
********************** ******
Customer Answer
Date: 10/06/2022
Complaint: 17593147
I am rejecting this response because:In July they came and exchanged to a new one, the new one work for about two weeks, I waited to have my plumber to come check just make sure my water system isn't the problem. My plumber confirmed that there is not any issue with the system, because of the time frame, I was not able to return the dishwasher. I have another technician to check the dishwasher, come to find out they ************* properly.
Sincerely,
***************Business Response
Date: 10/06/2022
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 a positive resolution has been achieved.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************;
VP of Customer Operations
********************** ******
Customer Answer
Date: 10/06/2022
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.
Sincerely,
***************Initial Complaint
Date:07/16/2022
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.
Very very upset with Brandsmart customer service. I purchased an Artic ************* window unit (25,000BTU) for $427.87 on July 15th, 2022 online. We got it home and upon remeasuring things realized it was an inch too big for our window. When we took it back to exchange it for a slightly smaller size and was told I would get a store credit to put it towards the newer one by customer service. Told me to go take the originally purchased ** to the loading docks and then go to merchandise return and exchange it for the merchandise credit and bring that back inside to purchase the newer ** and then go back out to the loading docks to retrieve it. Never claimed we would be paying to restock it. Said they cant sell it as new now because the plastic straps that hold the box shut were broken. We never removed it from the box itself and everything was still included and wrapped the way it came. While doing the return part of it the man told me it was already returned and my money (minus an $80 restocking fee!) would be back on my original payment method in 4-5 days. I have a family of 5 (3 of which are children) so 5 days without $347.87 is quite a long time. We were unable to purchase a new ** because the return was not processed properly. Something needs to be done because we needed the ** for today 7/16/2022. I babysit children in my home and with no ** I now miss out on those days of work as well as my $347.87 being on hold until whatever day to put it back and Im out $80 for a restocking fee. Poor customer service, apparently not even great prices and costing me more than being bought somewhere else. I will be letting everyone we know to go elsewhere. As someone coming from a family of 10 and my fianc coming from a family of 7 thats quite a good amount of business they will not see again.Business Response
Date: 07/19/2022
In regards to BBB Complaint # ********
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue. We have been trying to reach the customer on the phone number provided. We have searched our records by the phone number and email address and are unable to pull up anything on the order. We left a detailed message to call us (ask for *********************** ) Manager in ***************** We are trying to refund the ***** restock fee listed in the complaint. Usually when credits are issued back to customers, it takes up to 72 hours to reflect back to their account. We hope to hear from the customer to assist.
Any further questions or concerns, please direct them to my attention.
Yours truly,
Phil Lieberman
VP of Customer Operations
********************** ******
Customer Answer
Date: 07/19/2022
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.
Sincerely,
*****************************
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