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

  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:02/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the store to return a ********** that i purchased 4 days ago the manager name ******* ****** charged me a 20% restocking fee $420 dollars because the box of the tv was slightly damaged in one side this people charge me 420 for a slightly damge box, nothing was missing cables remote stand instructions everything was in the box and in new condition. I want my refund for 420

  

  Business Response

  Date: 02/05/2025

   

  In regard to BBB complaint 22888925

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

  We apologize for the issue, our store mangers were in contact with the customer and have already issued a refund 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: 02/05/2025

   
  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:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BrandsMart representatives showed up at our home to (re)deliver and install a refrigerator we purchased. When my wife asked who was knocking at the door, the man yelled, we got a delivery, neglecting to announce who he was and what he was delivering; she called me to the door, and I let the man in.Representative #1 came in and we showed him to the install site; we asked if they were taking the old refrigerator and he said no, were not taking that. we told him that we paid for haul away; he asked how much, demanded to see a receipt; I showed him the receipt and he said, I cant read this, my glasses are in the truck.He began to remove from the wall, the brand-new water line purchased with and for the new refrigerator; I asked why, and he ignored my question thrice. I asked if he had a waterline to replace the one he was removing - he said that he did not (he neglected to tell us that he had new waterlines in his truck specifically for refrigerator installs).I stepped to my wife and said maybe we have the wrong installers and should call the office to get someone else out. Thats when stood up, looked at me and said look ************, what the f*** you gonna do? Perhaps the litany of questions and confusion from me, was something that challenged him emotionally and or professionally. Also, We didnt notify police initially because we were afraid and wanted to remove the threat from our house (his volatility left us uncertain and afraid of what he may have done).We were confused and startled - deathly afraid for the safety and sanctity or our home BrandsMart is responsible for this discomfort and fear (at our own resident); no customer should ever be made to feel this way or suffer the atrocious lack of service and abuse of customer ***************************** apologized but maintained partnership with errant representatives. As we discontinue our relationship with BrandsMart, we will continue to advocate for the safety, service we all deserve.

  

  Business Response

  Date: 02/01/2025

   

  In regard to BBB complaint 22852763

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

  We apologize for the issue, we have forwarded the complaint to the delivery company so that they may take appropriate actions on this issue. 

  We have also refunded the refrigerator 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. 

  Customer Answer

  Date: 02/12/2025

   
  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:01/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 5, 2024 I purchased a brand new ****** Stove for $831.57 from Brandsmart. When the gas range was delivered the installers claimed they could not install the stove because the gas pipe in my home wasn't secure because it moved slightly, even though they installed the Samsung gas range I purchased from the same location on 07/20/2020 for $599.88 before it stop working. The delivery guys left the stove in the box and said I would have to contact Brand Smart to reschedule the installation. Because of this I hired a local appliance installer to install the gas range. While installing the stove he pointed out several dents and scratches on the stove. I contacted Brandsmart several times to try and resolve the issue but was hung up on by customer service. I was told the store manager, ******* would return my phone call. I have yet to receive a phone call.

  

  Business Response

  Date: 01/24/2025

   

  In regard to BBB complaint 22851014

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

  We apologize for the issue, our store managers are in contact with the customer and was able to find a resolution for them. 

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

  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  
  

  Customer Answer

  Date: 02/11/2025

   
  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:01/23/2025

  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.

  Unexplained Cancellation of Order #******** Dear BrandsMart USA Customer Service,I am writing to express my dissatisfaction regarding the cancellation of my order #********. I received no explanation or communication from your team about why the order was canceled, and I find this lack of transparency unacceptable.I placed my order in good faith, expecting to receive the items I purchased, and was surprised to learn that it had been canceled without any prior notification or justification. As a customer, I deserve a clear reason for such actions and an explanation of how this situation will be rectified.I request immediate clarification on the matter, as well as a prompt resolution to ensure that the items I ordered are either shipped or refunded without further delay.Please provide a response as soon as possible, as I expect this issue to be resolved in a timely and satisfactory manner.Sincerely,***** ***** **************

  

  Business Response

  Date: 01/24/2025

   

   

  In regard to BBB complaint 22848176

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

  We apologize for the issue, unfortunately this order was canceled by our web verification team. 

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

  
  Yours truly,

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

• Initial Complaint

  Date:01/22/2025

  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 December 26, 2024, A claim was file against the extended warranty sold by Brandsmart to service the washing machine that stopped working. Brandsmart came out on December 30th open the washing machine and determined that they need to replaced the washing machine computer and we had to wait for the part. On January 9th we received a call that service was scheduled for January 10th. no one showed up and they lied to us stating they they were there and we answer the door. I called to check on the status and was informed the service could only be scheduled when the parts were check in. I called again on Jan. 20th to find out the status and I was informed we were on the scheduled for the 22. on the 22 no one show again, Called back and I was told manager will call me back but never did. I called Brandsmart 10 AM and at 12:44 PM ***** told me the manager was going to call me, but none of them did. ( Maggy, Yovani, nor **** ) were avaible to face me. Runing a company with no suervisor when it has three people that are in charge. A very poorly managed company. This is for my mother in law's house. She is an 82 years old lady that has been extremely ill lately.

  

  Business Response

  Date: 01/29/2025

   

  In regard to BBB complaint 22845083

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

  We apologize for the issue, we were in contact with the customer and was able to have the warranty company issue the customer a store credit for the washer.  

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

  
  Yours truly,

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my deep dissatisfaction w/ the experience Ive had following my recent purchase of a sofa, valued at approx. $1709.60, along w/ extended ins. coverage for damage. I purchased the sofa on 11/30/24, & was told to take it myself due to limited stock, w/ the understanding that I might not be able to secure the sofa if I delayed the pickup.Upon unboxing, I discovered a significant gash in the sofa. I immediately called the ins. **** who informed me since the damage occurred within 30 days, the store would need to handle the issue. I initially reached out to cust. service & was treated dismissively, as if my concerns were unimportant. I repeatedly called, trying to speak w/ someone who could help. Eventually, I was able to contact the sales asso., who instructed me to call again the next day & speak w/ ***, the mgr. However, I continued to receive a runaround w/ no clear resolution.After multiple unsuccessful attempts to resolve this over the phone, I went in person, only to find that *** was not available. I then spoke with ******** at the cust. serv desk, who asked me to email photos of the damage, which I did immediately. After a couple of days, I got a call requesting more photos, which I promptly sent. However, I was then left without any further communication.Finally, I received an email from ******** stating that the best offer they could offer was a 10% as a courtesy. This solution is wholly inadequate given that the sofa has visible ********** bought an ins. specifically to cover such issues. The 10% does not come close to the damage or the dissatisfaction I am feeling.Given the lack of cust. service, the failure of the ins. to cover the damage, & the overall poor handling of this, I am extremely disappointed w/ both the product & the service I have received. I will not be recommending BRANDSMART anyone, & I will not be making future purchases at all.I request a full resolution to this matter, whether that be a proper replacement or a full refund.

  

  Business Response

  Date: 02/01/2025

   

  In regard to BBB complaint 22831775

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

  We apologize for the issue, our store managers are in contact with the customer.

  We have already approved an exchange to this customer and are waiting for them to visit one of our store locations to reselect. 

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

  
  Yours truly,

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 02/01/2025

   
  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:01/15/2025

  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.

  Bought TV from Brandsmart USA four years ago bought a five year extended warranty in the fourth year the television burned out Technician came to see the problem try to order the parts. The parts are not available any longer the warranty company that services Brandsmart has delayed and tried to avoid rectifying the situation. They keep escalating the case every two or three days multiple times instead of refunding the amount crediting the amount to purchase another television under their warranty. They are trying to delay acknowledging problem when in fact it is the main motherboard that they are trying to buy which is no longer available from ******* or any other authorized dealer to fix the tv as it has been discontinued and is on permanent back order with no ETA for arrival whick means it is discontinued Brandsmart USA is notstanding up to his warranty with the company that services them. They should be sued for fraud for trying to delay and not taking care of situation properly. I am asking the BBB to step in Here. They work with my protection 360. This is the name of their warranty. Nobody is doing nothing they are giving the runaround every person that answers and every supervisor that is forwarded to says to wait more days and keep wait more days and not resolve the situation. I dont understand how anybody can buy any warranty from them in the future if this is the false tactic, theyre using.

  

  Business Response

  Date: 01/21/2025

   

  In regard to BBB complaint 22817700

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

  We apologize for the issue, we were able to get the warranty company to agree on replacing the unit for them. 

  We are currently waiting for the warranty company to send us the replacement paperwork.  

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

  Yours truly,

  ***** ******
  Manager Customer Operations
  ********************** U.S.A

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer Relations:I placed an order on December 3, 2024 at 6:38 pm, online. I emailed Brandsmart requesting to cancel the order on December 4, 2024 at 8:02 am, 10:39am, 1:06pm and at 1:36pm, less than 24 hours after making the purchase and Brandsmart refused to cancel. The cancelation policy states that you can request a cancelation within 24 hours of placing the order. On December 5, I refused delivery and refused to sign for the package from *** and the package was returned to Brandsmart. The package was delivered to Brandsmart, received and signed by **** on December 9, 2024. I have called numerous times trying to get my refund and every time I get the run around. On Dec 10, 2024, ******** said, Brandsmart received the item, to wait 3 to 5 business days for refund Tracking 1z3645134295578840 On Dec 16, 2024, I spoke with ***** and requested to speak to a supervisor more than 7 times in the conversation. She told me that there was no supervisor available and HUNG UP ON ME!I called Brandsmart, customer relations, today and was told that Brandsmart says they didnt receive the package and is starting an investigation with **** I requested an email in which Brandsmart states that theyre requesting an investigation with ***. I was told that Brandsmart would be sending me an email about the request for investigation from ***. I have not received such email.What do I have to do to get Brandsmart to refund my money for a product I did not receive.

  

  Business Response

  Date: 01/15/2025

   

  In regard to BBB complaint 22812075

  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 customer's method of payment today morning. 

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

  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 01/29/2025

   
  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:01/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I made a purchase on 12/30/24 of a washer and the washer was delivered and installed to the wall. However, the day of the purchase, they sold and charge me a Delivery combo to stack my dryer on top of the new washer. The delivery men said we did not order a staking kit. I told them that i did not know that was not part of the order. I called the order and the salesperson said they did not sale me the part because the store did not have it in stock and i said why did you charge me then for stacking the appliance.The salesperson advise to purchase the piece on my own and i did and advised her i had the piece. She said once i had it, i called the store and the supervisor will create a new ticket to finish the job. I have called on 1-4-25 at least 6 time to follow up on the matter, they put me on hold and then hang up the call. This is ridiculous. I need the situation resolve, i have had the washer and dryer both in the middle on the hallway of my house since the delivery.Worse customer service.

  

  Business Response

  Date: 01/18/2025

   

  In regard to BBB complaint 22809395

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

  We apologize for the issue and have already contacted the customer and installed the washer and dryer for them. 

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

  
  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 01/20/2025

   
  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,
  
  ***** *******

  Customer Answer

  Date: 01/20/2025

  The business has resolve the issue.  The job was completed on Friday, January 17, 2025.  

  Thank you.

   

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against BrandsMart due to their unethical practices and failure to resolve an issue with a faulty couch I purchased from them.When I bought the couch, I was forced to purchase an insurance policy because I was told that, as a floor model, it would not last without it. This was not presented as an option but as a requirement. Shortly after, the couch stopped working, and I began reaching out to BrandsMart for assistance. After months of calls, they finally sent a technician who confirmed the issue and said a part needed to be ********** has now been several more months, and despite numerous follow-ups, nothing has been resolved. I have been left with no choice but to purchase another couch because BrandsMart has failed to honor their commitments under the insurance plan.This situation feels like a scam. I was forced to buy insurance for a product they admitted was unreliable, only to have them fail to provide the service I paid for. I am requesting a full refund for both the couch and the insurance, as their actions are completely unacceptable.Thank you for your assistance in resolving this matter.

  

  Business Response

  Date: 01/15/2025

   

  In regard to BBB complaint 22808294

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

  We apologize for the issue, we see that we have two open credits for this customer since 10/03/2024 for a replacement furniture. 

  We have attempted to contact the customer and have left few voice mails for them to contact us back for a replacement unit. 

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

  
  Yours truly,

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22808294
  
  I am rejecting this response because:
  I called to request a couch repair. You called to schedule an appointment, which u attended. I called again to inquire about the third-party company handling the repair. They keep informing me that theyre waiting for a part, so Im left with no choice but to either request a refund or replace the couch. Its been months, and I shouldnt have to live without a couch for so long because you cant fix it. You were able to contact me easily, and Im the one requesting the repair. Why wouldnt I pick up my phone and come here to file a complaint? Youre insulting my intelligence. I need my money back immediately, and Ill file a complaint against your business because this is a recurring issue where your company refuses to provide the service that was paid for.
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/21/2025

   

  In regard to BBB complaint 22808294

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

  We were able to get in touch with the customer, they have visited our store *************** location and was able to receive a store value card for the credit that the warranty company offered them. 

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

  
  Yours truly,
  

  ***** ******
  Manager Customer Operations
  ********************** U.S.A. 

  Customer Answer

  Date: 01/21/2025

   
  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,
  
  ****** *********