Reviews
This profile includes reviews for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 123 Customer Reviews
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Review fromCesar L
Date: 02/08/2024
1 starCesar L
Date: 02/08/2024
I bought a refrigerator on 03/02/24 on the computer there were 4 in stock so I decided to close the purchase. They gave me Tuesday 02/13 as the delivery day. That day I received 2 messages to confirm the shipping time. I accepted both. After two hours a person calls me and tells me that they are not going to send it because they don't have it in stock. It's better that I talked to the seller. The next day the seller tells me that he doesn't know what happened and that they have stock problems, that he can't do anything and that I better talk to the manager (***************************). rude person that when he responded he never apologized for what happened and responds as if the customer was the one who caused the problem. Finally they only offer to cancel the sale and return the money. I lost several days and on top of that I lost $250 in groceries that had been sent to me the day the refrigerator should have arrived. It should be noted that the Manager is never available, you have to call him many times to talk to him.
BrandsMart USA
Date: 02/09/2024
Dear *****************,
Thank you for shopping at BrandsMart USA. We apologize for the problems you experienced with the out-of-stock refrigerator. We have just processed the credit back to your method of payment for the refrigerator. I apologize that this was not taken care of before. Please allow up to 72 hours for this credit to reflect back onto your credit card statement. BrandsMart *** does not have a food lost program. We can offer you a gift card in the amount of $50.00 as a token of appreciation for you shopping at BrandsMart USA. We will put this in the mail to the address we have on file.
Sincerely
BrandsMart USA Customer Relations Team
Review fromMark M
Date: 02/01/2024
1 starMark M
Date: 02/01/2024
Purchased a refrigerator (for our future corporate office, which is under complete renovation) and a delivery date was set (1/26). Received text confirmation the day prior that my delivery would be between 11:30a - 2:30p. On 1/26, I was at our office during those specific hours and upon reaching the 2:30p timeframe...there was no delivery. Upon calling (and finally!) reaching a human at their customer service number, they said that my order was "out for delivery". So, I waited another hour. I called customer service back...again, waiting forever to speak to someone. This new agent told me that there was a "glitch in their system and my order was not coming". I inquired what next? Her only advice was to go to the store. I expressed that not only did I wait for now more than four hours, the previous agent told me that my order was out for delivery. ZERO apology!! It was if she was telling me tough s***! I then called the store, spoke to the salesman that I bought the fridge from and he even stated that his company was horrible with customer service. He then rescheduled a delivery for 1/31...between 10:30a - 1:30p. So...I was there again, only to have this happen again! Upon calling back after my 1:30p window, Brandsmart didn't load my fridge on their delivery truck, thus I wasted another few hours...and there was NO call/text to tell me that it wasn't coming. I did receive (a day before 1/30) a text confirming my delivery the next day.My point...what the h*** is Brandsmart (or better...Branddumb!) doing to their customers. I will never, ever shop here again and I'm about to file a report with the BBB. I will also be filing a Yelp and ****** review.To Branddumb - the internet is a powerful tool and I will do everything in my power to warn anyone considering buying from your horses*** organization to strongly reconsider!BrandsMart USA
Date: 02/02/2024
Dear ***********************,
Thank you for shopping at BrandsMart USA. We apologize for all the problems you are experiencing in trying to have your refrigerator delivered. At the present time this model is out of stock. We have reached out to the store location and asked them to contact you with a possible resolution.
Sincerely
BrandsMart USA Customer Relations Team
Review fromJanet M
Date: 01/21/2024
1 starJanet M
Date: 01/21/2024
I purchased a Washer and Gas Dryer on January 9, ****. Today, January 21, ****, I cancelled the order. I have not received delivery of the washer and dryer. Four times they have told me "sorry, you're not on the delivery list and I don't know why."Communication between departments is non existent, and managers don't follow up with resolution to a repetitive problem but guarantee you that your items will be delivered.I had 4 delivery dates, one after the other because I was not on the delivery list.No text messages, no emails from BrandsMart confirming times of delivery so the customer is left to figure it out themselves, then call, get placed on hold for a minimum of 15 minutes, be transferred without the person your speaking with tell you that you're being transferred, nor to whom your being transferred to. I spoke with **** (a manager at West Palm BrandsMart more than once. The last call was January 19th. He offered delivery January 23rd...another set back. I agreed, only to find out today that I wasn't on the delivery list. This time I opted to cancel my order and dispute the transaction through my bank.I will never do business with BrandsMart but I will inform others to not purchase anything from them.BrandsMart USA
Date: 01/24/2024
Dear ***********************,
Thank you for the opportunity to respond to your review. Unfortunately, we had a computer malfunction with our delivery computer. This is what caused ** to miss the delivery dates you were promised. The order has been cancelled and the credit issued back to your method of payment. We apologize for all this inconvenience.
Sincerely,
BrandsMart USA Customer Relations Team
BrandsMart USA
Date: 01/24/2024
Dear ***********************,
Thank you for the opportunity to respond to your review. Unfortunately, we had a computer malfunction with our delivery computer. This is what caused ** to miss the delivery dates you were promised. The order has been cancelled and the credit issued back to your method of payment. We apologize for all this inconvenience.
Sincerely,
BrandsMart USA Customer Relations Team
Review fromLily H
Date: 01/03/2024
1 starLily H
Date: 01/03/2024
Purchased an item online over the Black Friday weekend. Paid the item in full. Was provided a delivery date of Dec. 1st 2023. Had to change the date of delivery to Dec. 6th 2023 as no one was going to be home on Dec 1st to receive the washer. Dec 6th the washer was supposed to arrive between 8am and 11:30am. At 11:45am we called the **************** center only to be told the item was on back order, however no one bothered to call us. When we requested a comparable item they said we'd have to pay the difference. They asked us to call back as item was scheduled to come in after the new year. Today we called to inquire. We were told there was no scheduled arrival of that product and asked if we wanted to pay the diffrence of ****** for a comparable items and they provided a link to the product. The washer was less capacity and $50.00 more than the item we purchase. HOW IS THAT COMPARABLE!!! After waiting 40 days for a new washer and conitnuing to get a run around we asked for our money back. Never buying from Brandsmart again. I don't know how they've stayed in business this long. Why would you sell something you don't have and won't be receiving. We weren't in the market to upgrade our washer. We had to replace it because our previous washer is no longer working and the repairs weren't worth the cost. It would be more economical to buy a new one. We've been visiting the laundry mat for a month now. Having to do this for a family of four is not easy. Now just waiting for the refund so that I can go somewhere else and buy a machine. I may have to pay more but I won't have to deal with the run around and horrible customer services that I received from **********************. I rather give my money to a vendor that isn't a complete scammmer. BAIT AND SWITCH is what this feels like. My Order No Was. ******** Whirlpool 4.3 cubic Washer. STAY AWAY FROM THIS PLACE!!!!!BrandsMart USA
Date: 01/04/2024
In regard to Review 469881
We apologize for the issue. We are contacting the customer with a possible resolution.
Yours truly,
Team BrandsMart ******
Review fromFelix Q
Date: 12/19/2023
5 starsFelix Q
Date: 12/19/2023
I recently had an issue with a damaged washer and dryer purchased from Brandsmart, which led me to seek help directly at the *************** location. This is where I had the pleasure of interacting with the General Manager, ********************From the onset, ***** demonstrated outstanding customer service skills. He attentively listened to my concerns, a quality that is rare and valuable in customer relations. Despite several attempts to resolve the issue with ******* and Brandsmart, it was only after meeting with ***** that I felt my concerns were genuinely being addressed.***** went above and beyond to find a solution. Although we couldn't get the same washer and dryer model, he resourcefully managed to secure a similar pair from another brand. What impressed me most was his commitment to follow-up. He consistently kept me informed about the status of my order, timelines, and handled all additional fees and queries with utmost professionalism.His actions not only solved my immediate problem but also reinstated my faith in Brandsmart's customer service. Having been a customer since 2017, primarily for my real estate investment properties, this experience was particularly significant. It elevated my perception of being a valued customer, a sentiment that was unfortunately missing in my initial interaction with the sales team.In conclusion, ******************* is not just an asset to the Brandsmart store but a phenomenal manager who truly advocates for his clients. His dedication and customer-first approach are commendable and deserve recognition. Thank you, *****, for turning a challenging situation into a positive and memorable customer experience.BrandsMart USA
Date: 12/20/2023
Dear ********************,
Thank you for taking the time to send this review. The information will be conveyed to ************. We apologize for the initial issue and are very happy that ************ was able to rectify it in a positive manner. We appreciate your continued support and business!
Happy Holidays!
Team Brandsmart ******
Review fromAmy S
Date: 12/15/2023
1 starAmy S
Date: 12/15/2023
We purchased a wall unit oven microwave combination from sales associate *********************** on 11/5 and we paid $200 additional to have it installed. He told us at the time of purchase that he scheduled delivery for 11/17 and installation for 11/18. On those dates, we heard nothing. We called and were told that he didn't know what happened, and we would need to reschedule. After several calls to *****, none of which were returned or followed up on -- we did all of the follow up-- the delivery was scheduled for 11/25 but we were told we had to call again after delivery to schedule installation. The product was delivered on 11/25 and installation was scheduled for 12/5. On 12/5, we heard nothing. When I called ***** to inquire, he had no idea what I was talking about, and promised to look into it and call me back. I never spoke to him again and he never followed up. I began calling Brandsmart and asking anyone I could get on the phone to help me. 14 calls later, without a single returned phone call, we got in touch with *****************************, who figured out the problem, got our installation scheduled and followed through. The unit was installed on 12/14. During the 14 phone calls, I left multiple messages with different salespeople (**************************), requesting that the manager, ***** call me back to help me. I never heard from *****. Not a single phone call from Brandsmart. All in all, it was a horrible customer service experience. I estimated I spent about 5-6 hours overall trying to get them to do what I paid them to do. I caution anyone from buying anything from Brandsmart that requires any type of follow through on their end. They clearly don't care, once the sale is made. But thank you to ******** for doing the right thing. If we hadn't connected with him, I have no doubt this would not have been resolved.BrandsMart USA
Date: 12/15/2023
Dear ********************
Thank you for shopping at BrandsMart USA. We apologize for the inconvenience you experienced in trying to have your double wall oven installed. We have forwarded this to the store location to have this looked into. I am happy to hear that ******** was able to assist you with arranging the installation and that the wall oven is finally installed. If you need assistance, please contact us at *******************************************************************************.
Sincerely
BrandsMart USA Customer Relations Team
Review fromVeronica H
Date: 12/14/2023
1 starVeronica H
Date: 12/14/2023
0 Stars Caveat Emptor-- Buyer, BEWARE!!!!!!!!!!!!Purchd washer online Cyber Mon to be delivrd 12/2. Got a text 12/1 to sched delivy 1-5 Dec 2. confirmd, but 12/2 @ 3:13 pm, a map showed ETA 2:20-2:50, but no delivry. cust. svc said expect call 30 mins prior. Driver showed @6:30pm **** hrs OUTSIDE of 1-5window;called me while standng at driveway. I had to request he start washer; it would not come on. After pressing button several times all lights flashed and went off. he started pressing again and finally sensing light was on. water began fillng &I thought it may be ok. It never spun and I tried washing 3times!!! the same BS. I reportd the defective item and requested a **************** I asked when to expect refund, ******* said, "When washer is @warehouse." She told me to expect p.u. 12/5. At 3pm On 12/4 after not receiving a text by 1pm as told to confirm a pick up time, I called and learned the ticket was not completed and no notes re a pickup 12/5 but a pick up on 12/8. unable to do 12/8, I scheduld for 12/9. Got a text on 12/8 for p.up time of 3-7pm 12/9. on 12/9I had not been contacted by 6:30, and learned no p.up was scheduld. Went to the local store and spoke with customer svc after being told over phone AGAIN by the same ******* that intentionally left first ticket undone that she would schedule for 12/12. I informed them I would NOT be available until AFTER 5:30p. They made certain to schedule 1-5. I went ahead and confirmed but reiterated the note that store customer service made re my availability. On 12/12, at 11:54 AM I received an automated call stating driver was 30 mins out. While listening to that ****, driver called saying he's 15 mins out. WAIT, this was EARLIER than the 1-5 window. THIS is THE **** they PLAY. No washer in warehouse = no refund; Schedule p.u when customer not available & have call lying about being nearby during a time you ARE NOT Available so they dont p.up item. Will try to get you to pay restock fee and additional pu fee.BrandsMart USA
Date: 12/15/2023
Thank you for the opportunity to respond to this review. We apologize for the problems you are having in reference to your delivery and the defective washer. I am unable to locate the invoice under this email address. Please provide us with the order number or phone number that was used at the time of purchase so this may be looked into. You may also email us at ************************************************* with this information.
Sincerely,
BrandsMart USA Customer Relations Team
Review fromPam T
Date: 12/13/2023
1 starPam T
Date: 12/13/2023
They delivered my dryer and left it in my living room. The sales person and manager didnt want to help me get the issue fixed. The delivery guy lied and say my dryer was still hooked up to the gas. Ill shopped at brandsmart for over 25 years and they are ok with loosing me as a customer. So bye ********************** this is my last purchase with you guys. Sales person video taped me without my consent and no one wanted to hear my side. Im going to cancel the credit card and will shop with them no more. First time Ive use the ********* center located in ********** ******* and its my worst experience ever.BrandsMart USA
Date: 12/14/2023
Dear ***********************,
Thank you for shopping at BrandsMart USA and for the review. I do see that our delivery drivers are scheduled to come back to your residence on Saturday 12/16 to pick up the *********. We do apologize for this inconvenience. If you should have further questions, please contact us at *******************************************************************************.
Thank you
BrandsMart USA Customer Relations Team
Review fromJoy P
Date: 12/13/2023
1 starJoy P
Date: 12/13/2023
I ordered a Conair Men's Hair Clipper set on-line on 12/1/23. I received a charge on my PayPal account and NOTHING else (i.e. product purchased.) Two inquires through their website about the order NEVER RECEIVED a response (except the automated response that says to wait ***** hours for a response. I am currently trying to get the order cancelled through PayPal since there is no response from the site. NOT A SAFE SITE OR AN HONEST ON-LINE SELLER. DO NOT ORDER FROM!!!!BrandsMart USA
Date: 12/14/2023
Dear *********************,
Thank you for reaching out to us in reference to order 27706209.We have just cancelled this order, as it had not shipped yet, back to your PayPal account. If you have any questions, please contact us at *******************************************************************************.
Thank you
BrandsMart USA Customer Relations Team
Review fromGustavo Z
Date: 12/11/2023
1 starGustavo Z
Date: 12/11/2023
Paid for the order and it got canceled 3 weeks later.BrandsMart USA
Date: 12/12/2023
Dear ***************************,
Thank you for the opportunity to respond to your complaint. I have looked into this and order ******** was cancelled. The reason for cancellation is this model TV is out of stock and we are not expecting any more into stock at the present time. If you would like assistance in reselecting, please contact our chat team through our website or by calling ************ and asking for the Chat Team.
Thank you.
BrandsMart USA Customer Relations Team
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