Complaints
This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 345 total complaints in the last 3 years.
- 123 complaints closed in the last 12 months.
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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:11/19/2024
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 had purchased all my appliances back in Jan23 2024 for delivery date for end of March after my kitchen renos were finished I was promised prior to signing the contract by sales *** ****** that all appliances were available and she would hold them for me Upon delivery at end of March 2 of my appliances were not delivered and marked as back order Upon enquiry with store manager ******* and sales *** they told .e that i ciuld not get them anytime soon I proceeded to cancell the order of the 2 appliances and also send back the washer that they delivered as it was part of a set of the back order Total value $2239.97 plus taxes They have promised me a refund credit on my **** that i have been waiting for since April of 2024 I have been to the store have called the manager and talked to customer service numerous times and all i get is the run around The promise they will call back and noone does and when they do more running around When it comes to sales they are there but for problem solving they dont care it seems to me they are a commission driven sales department that only cares about themselves Please see if you can solve my problem
Business Response
Date: 11/23/2024
In regard to BBB complaint 22576291
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue; our store managers are trying to be in contact with the customer and left them messages to call us back.
We do see that there is no refund due to the customer at this time.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 12/09/2024
Better Business Bureau:Thank you my case has been resolved
Sincerely,
****** ************Customer Answer
Date: 12/09/2024
This complaint has been resolved satisfactory
Thank you
Initial Complaint
Date:11/18/2024
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.
Bought almost $5,000 worth of appliances.First delivery: Did not contain all parts.Paid for installation of some, not ****************** was a Friday afternoon, they didnt care. They left early before job completed.Called their Headquarters, they gave me the name of a store manager who left more than a year ago. Called 17 times, the phone just rings. Spoke with new store manager who talked and said he would get back to me. Spoke with ******* *******, alleged new store manager. He promised to call me back the same day, never did.Have now called 18 times, all you get is the run around, and disconnected. $4,800Business Response
Date: 11/23/2024
In regard to BBB complaint 22537713
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have confirmed that our store managers were in contact with the customer and have already taken care of this issue for them.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 11/23/2024
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:11/13/2024
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.
May 31st 2024, I placed an online order for a washer and dryer to be delivered the following Monday. I was told the Sunday before, that my dryer would be delayed for a week but my washer could still be delivered. It has been several months and there have been no updates. I have continuously called and emailed trying to get a status update or delivery estimate and every one I have spoken to is unable to provide answers and there are never supervisors or managers around to assist. I've even been hung up on. Additionally, I'm still responsible for paying for the incomplete set despite not having my dryer.Business Response
Date: 11/23/2024
In regard to BBB complaint 22552203
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have already contacted the customer to complete the delivery.
Any further questions or concerns, please direct them to my attention,
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 12/05/2024
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:11/12/2024
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.
In February 2024, I purchased 4 ** appliances which Brandsmart was running a Presidents Day Promotion where they offered a Brandsmart rebate value of $300 for 4 appliances. I received 3 products in February and 1 product in April. However the last product that arrived in April arrived damaged and after multiple follow *** with our salesperson, we finally received the last product replacement at the end of May. Until we received all four products we could not process the Brandsmart Rebate and by the time we received the last product, the window for the rebate was closed. I had raised this concern with our salesperson on multiple occasions and she "assured" us that the delivery of the last product would not impact our rebate. Since May I have repeatedly messaged and called the salesperson and the ********* location to find a resolution and I have been told that the rebate team was working on the request. The last communication I received from the salesperson was 9.14.24 and since then I have sent her messages which she has read and ignored and she has also ignored my calls. I have also not received callbacks from brandsmart appliance team. I am requesting that the Brandsmart Rebate be honored.Business Response
Date: 11/15/2024
In regard to BBB complaint 22548676
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have contacted the customer and have already issued a refund back to the customers account for this rebate.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 11/17/2024
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:11/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint for my non English speaking parents, they purchased a bed at this location with a credit card. Three days later, my parents were not satisfied and didn't believe it was worth the investment. We tried to solve the issue 3 days after the bed was purchased, nobody in the store was able to help. They are now in debt without anyone in this company able to help them. They were not told they couldn't return the bed at time of purchase. I've tried contacting the national customer service line and the store's manager. I was told I'd receive a call back from someone above him and it's been more than 5 days since then and nobody has contacted us. All we want is to return the bed and remove the balance off the credit card.Business Response
Date: 11/23/2024
In regard to BBB complaint 22547541
Thank you for the opportunity to respond to the customers complaint.
Our store managers are in contact with the customer are working with them for a positive resolution.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:11/03/2024
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 went into Brandsmart and ordered the refrigerator and they told me it would be delivered in a week which it was without a maker and not telling us so they set it up for a week and a half later came and put the icemaker in and it doesnt work They shut off the lines under the sink where the icemaker wasnt even tapped in and left them shut off. The icemaker did not work and they left and there was a leak in the back of the refrigerator so I called them and wanted them to come right out it was Saturday and they couldnt they set me up for Monday. I told them I wanted a.m. time and they could not guarantee that then we get a call telling us that its going to be Tuesday between 230 and 530 horrible service unqualified people to come out and put this in and not even know where its tapped into the water and leave the sink mains off horribleBusiness Response
Date: 11/14/2024
In regard to BBB complaint 22507051
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our store managers were able to contact the customer and is trying to complete this delivery for them.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 12/02/2024
I am still after almost 2 months trying to get a working icemaker. They have been out twice once to install it in our new refrigerator that we bought from them after the two times they were out they made four appointments and broke all of them and keep putting us off. I want to return the whole thing now I am at the end of my ropeBusiness Response
Date: 12/09/2024
In regard to BBB complaint 22507051
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we are in contact with the customer and have issued a full replacement for them.
The customer is scheduled for an exchange for 12/11/2024.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 12/11/2024
Well, Brands Mart came out today to replace the refrigerator with another defective refrigerator. This one rocks like a rocking horse. I caught the installers they took pictures so Brands Mart knows about it. This is the sixth service call for an icemaker. I want to know the procedure for returning this refrigerator. Weve spent countless hours waiting for these people.Customer Answer
Date: 12/12/2024
Just to amend what I sent last night, we still have no iceCustomer Answer
Date: 12/12/2024
Complaint: 22507051
Well, Brands Mart came out today to replace the refrigerator with another defective refrigerator. This one rocks like a rocking horse. I caught the installers they took pictures so Brands Mart knows about it. This is the sixth service call for an icemaker. I want to know the procedure for returning this refrigerator. Weve spent countless hours waiting for these people.
Just to amend what I sent last night, we still have no ice
Sincerely,
**** ******Business Response
Date: 12/22/2024
In regard to BBB complaint 22507051
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue; we are in contact with the customer and have made multiple attempts to resolve this issue for them. At this time, we asked the customer to return the unit back to ********************** and possibly reselect to a different unit.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 01/03/2025
Well, after all, the icemaker did not work so the manager called me and told me to go down and pick out another refrigerator thats suitable a different brand so we went down picked out a brand. They filled out all the information they came to deliver it yesterday and they delivered the same refrigerator that we had problems with with a new refrigerator new icemaker still makes no ice the refrigerator we picked out down there and were supposed to deliver. Who knows so were right back where we started with no icemaker. This company is unbelievable their incompetence and I dont really know what to do about it theyre trying, but their delivery company is subcontractors and they dont know what theyre doing so were right back where we started.Customer Answer
Date: 01/07/2025
Complaint: 22507051
Well, after all, the icemaker did not work so the manager called me and told me to go down and pick out another refrigerator thats suitable a different brand so we went down picked out a brand. They filled out all the information they came to deliver it yesterday and they delivered the same refrigerator that we had problems with with a new refrigerator new icemaker still makes no ice the refrigerator we picked out down there and were supposed to deliver. Who knows so were right back where we started with no icemaker. This company is unbelievable their incompetence and I dont really know what to do about it theyre trying, but their delivery company is subcontractors and they dont know what theyre doing so were right back where we started.
Sincerely,
**** ******Customer Answer
Date: 01/09/2025
Finally today they came out and put a new refrigerator in the right one with the icemaker and the icemaker works. Finally, this problem is all straightened out. Thank you very much for your help.Initial Complaint
Date:10/23/2024
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 purchased a dryer from Brandsmart USA. I purchased an extended warranty for 4 years. I never needed to utilize the warranty until this past Friday. The dryer stop drying. I contact Brandsmart and was told their repair would contact me shortly. They called and told me they were out of my service area and would have to reschedule with another service provider. I was told that Warrangy Repair Experts would be servicing my dryer on Oct. 23. I was told to be home from 8-5 pm and they never showed up. I called this company at their phone and the phone just rang and a machine did not take a message. A man called and stated they would be there but never showed up. Brandsmart cannot provide service. I live close to where I bought the machine. The machine is of no use to me. I want a full refund of the purchase price including the warranty. They have no legitimate service available. I purchased the machine with a 4 year warranty to have piece of mind but instead I cannot obtain service.Business Response
Date: 10/31/2024
In regard to BBB complaint 22466337
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have reached out to the warranty company and was able to confirm that this unit was repaired up to the manufacture standards.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 10/31/2024
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. Yes they finally were able to locate a repair company. It took over a week but finally done.
Sincerely,
******** *****Initial Complaint
Date:10/21/2024
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 microwave oven in 2022, I added extended warranty. about two months ago the microwave stops working anytime you use it and shows an error code. after contacting the company Brabdsmart to come see the issue they came and refused to touch or advise since the microwave was missing sticker with serial and model number.I didn't understand how am missing the sticker so I contacted kitchen aid who refused to send me a duplicate sticker, they said I should have done it within the first year of purchase but I never realized my microwave was missing sticker.I asked an outside company about the issue they told me the microwave can be repaired but the issue is dangerous as after repair the microwave will still emit radiation.brandmart and kitchen refuse to take responsibility of the appliance I bought from them even if I can show prove of purchase and everything they need.unfortunately they claim I removed sticker which I don't see why I would do that, I don't recall seeing one but I never thought it about as I thought maybe its in the over, but now I feel I may have been scammed in this appliance based on a third party information.regardless at this point I feel bad not being able to use my insurance to repair or replace microwave/oven.please helpBusiness Response
Date: 10/31/2024
In regard to BBB complaint 22453701
Thank you for the opportunity to respond to the customers complaint.
We have reached out to our warranty department for assistance but unfortunately the serail number tag is missing from the unit and won't be able to assist them with a repair.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 11/12/2024
Complaint: 22453701
I am rejecting this response because: I have proof of purchase, I never realized the sticker is missing and when I called kitchenmaid they won't help either.I have all proof they need.
Sincerely,
***** ******Business Response
Date: 11/14/2024
In regard to BBB complaint 22453701
Thank you for the opportunity to respond to the customers complaint.
We have contacted the customer again, we are waiting for the customer to send us the serial number of the unit so that we can try to assist them with this issue.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:10/18/2024
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 placed on order on Sept 2, 2024 for a stove, refrig, microwave and dishwasher. I was told the stove was in a warehouse in ** and would be 2wks to have delivered. I still have not received the stove and I continue to get the run around from the storeBusiness Response
Date: 10/29/2024
In regard to BBB complaint 22441385
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have canceled the order and issued a refund back to the customers method of payment as per the customer's request.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 11/14/2024
Complaint: 22441385
I am rejecting this response because: The issue was not resolved by Brand Smart but by me. I chose to cancel the order since I could not get a straight answer from anyone or a response from management. Even cancelling the order was a hassle. This is not a good business practice at all.
Sincerely,
****** *****Initial Complaint
Date:10/18/2024
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 an open box Bosch stove from Brandsmart on August 5th, being told it was in perfect condition and had manufacturer warranty. in addition to that i also bought an extended warranty. after the stove was delivered and installed we find that its not working. I tried contacting the manufacturer who came two weeks after and refused to fix the stove because "brandsmart knowingly sold a faulty unit" and bosch isnt responsible for that. The repair is estimated to be 3k. then i spent 2 weeks fighting with brandsmart who didnt want to take responsability for fixing it. all of this is happening as i am 8 months pregnant. brandsmart finally takes responsability and says they will send a technician and for the last month and a half i have been waiting for the stove to get fixed. the technician has come in two occasions complaining that he needs to order more parts and complainig about the work he has to do, citing that i shouldve just gotten a replacement because everything is WRONG with this stove. meanwhile i have tried to get a replacement from brandsmartt and they REFUSED because the two week return period has passed.this has been the most exhausting an painful experience of my life. I havent had a stove for TWO MONTHS. today when i finally expect the unit to be fixed as the final piece is supposed to have arrived from ***** now they call me last minute to say that the technician ordered the WRONG PART AGAIN. I AM 39 WEEKS PREGNANT ABOUT TO GIVE BIRTH and I dont have a stove to feed my family. what brandsmart is doing is CRIMINAL. KNOWINGLY SELLING OPEN BOX ***** THAT ARE FULLY FAULTY TO CUSTOMERS THEN EXPECTING THE MANUFACTURER TO FIX THEM AND TAKING ADVANTAGE OF CUSTOMERS TO GET THE ***** FIXED. I DEMAND THEY SEND ME A BRAND NEW UNIT IMMEDIATELY I CANNOT WAIT ANOTHER TWO MONTHS AND THEIR TECHNICIANS ARE INCOMPETENT AND FULL OF LIES.NEVER TRUST BRANDSMART I WILL NEVER BUY FROM THEM AGAIN AND NO ONE SHOULDBusiness Response
Date: 10/29/2024
In regard to BBB complaint 22440547
Thank you for the opportunity to respond to the customers complaint.
We apologize for this issue, we are in contact with the customer have arranged an exchange on this item for them for 10/30/2024.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.
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