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.
- 128 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:04/18/2025
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.
On April 10 2025 I had brandsmart repair service come out to give a diagnosis on that I have panel board broken and compressor the compressor is on guarantee for the 10 year they made me paid ****** they come to repair it and it was the only the compressor that was broken so they made paid for a part that was not installed all they installed was the compressor and has 10 years warranty
Business Response
Date: 04/22/2025
In regard to BBB complaint 23223233
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service managers were in contact with the customer and have already refunded this 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: 04/22/2025
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:03/30/2025
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 am writing to formally file a complaint regarding my recent purchase experience at BrandsMart USA in *******, *******. On February 17, 2025, I purchased an ** washer and dryer set from your store. While working with appliance salesman ********, I explicitly stated that I only wanted to buy in-stock items. However, my experience with delivery and customer service has been highly frustrating and *************** first scheduled delivery was on February 21, 2025, but it never arrived. After contacting customer service, I was informed that the washer was left off the truck.February 25, 2025, February 28/2025, March ****** resulted in only the dryer being delivered, which I refused.Escalated issue to Appliance Manager *******, I was told the washer was in *******, **, and would be delivered soon. March 12, 2025, both the washer and dryer were delivered. However, ******* informed me the night before that I needed to purchase a dryer cord from **********, which I did.March 12, 2025, the washer made a loud noise. I immediately contacted customer service to request a pick-up.March 17, 2025, delivered a dryer cord, which I had already purchased. He did not assess the washer.The next day, my husband contacted *******, who requested a video of the issue. After sending the video, ******* acknowledged the problem.March 18, 2025, I requested a refund and for the items to be picked up. ******* attempted to convince me to exchange the washer and offered a $100 credit, which I declined. March 20, 2025, a delivery team arrived with a replacement washer without my consent, I refused March 25, 2025, the items were picked up. ******* assured me that I would receive a full refund.Instead, I was only refunded $731.36, plus $47.61 for the haul-away fee, while my total purchase amount was $1,547.54. Given the prolonged inconvenience, multiple failed deliveries, and receiving a defective product, I am demanding a full refund of the remaining balance of $768.57.Business Response
Date: 04/07/2025
In regard to BBB complaint 23135050
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that the full purchase was refunded back to the customer already.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/23/2025
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:03/26/2025
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 look purchase a refrigerator last Saturday which was suppose to be delivered on Monday but couldnt because the product was to large. I made sure I ask the *** before it was brought would it fit in my space and ensured me that it would after I provided him my measurements. I kindly ask for my 1209 to be refunded which it has not been refunded as of yet. EVERYTIME I call the store *************************************************************************** they place me on long hold time and say I need to wait for my money which they took seconds to take from my account. They have their product that was never even open but wanna give me hard time about my refund.Business Response
Date: 03/27/2025
In regard to BBB complaint 23117600
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that the customer was issued a refund back to their method of payment on 03/25/2025.
This may take two to three business days for their bank to post the credit back to the account.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:03/21/2025
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 ordered 4 kitchen appliances from this company in 12/24. several times they told me the delivery would be in the early morning/afternoon hours. This never happened.I cancelled the order. Now in March of 2025 I get a notice that all 4 units are being delivered. I called the customer service line to explain that i had canceled my order 3 months ago, and was ridiculed by the first ***** saying that I had not, and blaming me for the issue. She mentioned she would get the manager *****, he then got on the phone. He was also condescending , told me I was rude, called me ******* and when I said "I'm not your ******* continued to tell me how rude I was. I was still trying to eplain that it blows my mind that they took an order in december, could not fulfill their own timelines, and then 3 months after they cancelled the order, told me this situation was still my fault. I will never shop with them again, their customer service is attrocious, and ***** went beyond the realms of being rude, and , it turns out, my money was never returned.Business Response
Date: 03/28/2025
In regard to BBB complaint 23099492
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.
This may take two to three business days for the bank to post the credit back to the customer's account.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/10/2025
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:03/21/2025
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/dryer set from BrandsMart in ************ on 07/04/22 and purchased a 4 year warranty. The washing machine during the spin cycle sounds like there is loose change rolling around inside the washer drum. I have contacted BrandsMart warranty department and they say as long as it is working they wont repair it. What a worthless warranty service. Steer clear of BrandsMart warranties. Buyer BEWARE!Business Response
Date: 03/28/2025
In regard to BBB complaint 23099168
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have contacted the warranty company and was able to successfully open a service call for the customer.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:03/18/2025
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.
A claim for repair services was made under the 4-year warranty on January 29, 2025. The stove stopped working correctly, and the oven could not be used. It is not working. BrandsMart technicians have come three times, and they claim that the part needs to be ordered. They said that they are going to order, and technicians come to the next visit (3 visits by now) to work on the electric range, claiming again that the part needed needs to be ordered. We have been without a range for almost three months now, and it is not getting resolved. I have called the customer service line at ************ several times asking for a supervisor, but there is never one available to take the call. I have asked every time for a supervisor to call me. The representative said it would be documented, and a supervisor would call me, but nobody got back to me. The last three or four times I called, representatives mentioned that ******** ***** (Technicians' supervisor) would call me back, but he never did. I attached an email sent to him after several attempts trying to get in touch with him. I just called today again (03/13/2025) at 9:53 AM, and I was told by ***** that a supervisor wasn't available. I called the headquarters at ************ the same day, and Arasay placed me on hold to contact Gio. She stated that Gio was going to call me back. I sent an email to ******** again on 03/14/2025 at 11:35 AM. I'm still not getting responses.The question about when the stove will be fixed for good has not been answered. BrandsMart should give us a new range at this point since the company hasn't been able to fix the existing one. Not even after calling BrandsMart headquarters did a manager get back to me. I called on March 18th, and I was informed that a different part was ordered this time, but there are no signs of an appointment being scheduled.Business Response
Date: 03/22/2025
In regard to BBB complaint 23080257
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service managers are in contact with the customer and have scheduled the repair with parts for 03/27/2025.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 03/24/2025
BrandsMart response is outdated.
As per my conversation with BrandsMart, there was going to be visit in fact on 03/27/2024 because I could not miss work on 03/24 which was the day that they have on their schedule. I specified that I could not miss work on the 03/24, therein I made arrangements for the 03/27. HOWEVER, the same technician from the last visit called me Sunday (03/22) for the initial scheduled appointment on 03/24 between 12:00 Noon and 1:00 PM. Hoping that the stove was going to be fixed for good, I left work to meet the technician at home. The technician changed two parts, but he did not bring the part but did not bring the part that is needed as he stated on the previous visit. The same part the other technician from the previous two visits called for. BrandsMart still unresponsive. The stove after 4 visits (including the one for today, 03/24/2025) still not working properly.
Customer Answer
Date: 03/25/2025
Complaint: 23080257BrandsMart response is outdated.
As per my conversation with BrandsMart, there was going to be visit in fact on 03/27/2024 because I could not miss work on 03/24 which was the day that they have on their schedule. I specified that I could not miss work on the 03/24, therein I made arrangements for the 03/27. HOWEVER, the same technician from the last visit called me Sunday (03/22) for the initial scheduled appointment on 03/24 between 12:00 Noon and 1:00 PM. Hoping that the stove was going to be fixed for good, I left work to meet the technician at home. The technician changed two parts, but he did not bring the part but did not bring the part that is needed as he stated on the previous visit. The same part the other technician from the previous two visits called for. BrandsMart still unresponsive. The stove after 4 visits (including the one for today, 03/24/2025) still not working properly.
Sincerely,
**** ******Business Response
Date: 04/02/2025
In regard to BBB complaint 23080257
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service managers were in contact with the customer and are trying to get the warranty company to replace the unit for them.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/02/2025
BrandsMart contacted me today (04/02/2025) offering me store credit of $780.00 only while the stove still under warranty and the initial cost was $1,366.00. Of course, I declined the offer, and I had no choice escalate matter. After being transferred to a manager in the warranty division, a manager addressed to me that I would either take such offer or a replacement. I stated the replacement must be comparable with the item initially purchased. Manager agreed replacement. However, the claim has not been settled yet. BrandsMart would call me once the comparable is available at the store.
Again, the matter still pending for a final resolution.
Customer Answer
Date: 04/03/2025
Complaint: 23080257BrandsMart contacted me today (04/02/2025) offering me store credit of $780.00 only while the stove still under warranty and the initial cost was $1,366.00. Of course, I declined the offer, and I had no choice escalate matter. After being transferred to a manager in the warranty division, a manager addressed to me that I would either take such offer or a replacement. I stated the replacement must be comparable with the item initially purchased. Manager agreed replacement. However, the claim has not been settled yet. BrandsMart would call me once the comparable is available at the store.
Again, the matter still pending for a final resolution.
Sincerely,
**** ******Business Response
Date: 04/07/2025
In regard to BBB complaint 23080257
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, the warranty company has already agreed to replace the unit for the customer.
At this time we are just waiting for the customer to visit their local ********************** Store location to accept the new unit.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:03/10/2025
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 9/30/24 my husband *********** bought a set 4 of appliances from Brandsmart clearance center. The microwave was the only item that sales rep ****** had to order brand new in the box. The wall oven, ****top and refrigerator were all open box floor items. We were told these items were new &only had scratches or dents. Im on my 3rd fridge 3rd **** top and only one oven is working. When I called the manufacturer, **********, they informed me that my ovens serial number was registered to someone else in 2023 putting it outside of their warranty timeframe. Much to my surprise It was not new. Its actually over a year since its first owner. This has to be the reason I had the issues with the other items too. Theyre selling old used broken products under false pretenses. After speaking with the extended warranty *** Protect All, on 02/10 they scheduled a tech to fix it that same week. The tech had to order parts. He said he should be 1-2 weeks. No one ever came back. I called Protect All and another appt was scheduled for 3/7. No show. I called the number given by Protect All for ******************** (repair company) and the number does not work. Today 3/10 I called Protect All and was told to call Brandsmart because they set the appt with the repair company. Calling Brandsmart was a horrible experience and a total waste of time. Rep ****** without trying to hear my concerns or even ask for any info, very rudely dismissed me and kept telling me to call Protect All. I explained to her at least 5 frustrating times that I had already did what she was telling me and they told me to call Brandsmart directly. I asked for a supervisor and she said that her supervisor told her to transfer me to the service line(which is Protect All) also. Never even came to the line. ****** said shed transfer me but would get a live person & explain. She did not do this. Now I cant get anywhere with my repair. I also called their corporate office &only got a voicemail box that is full.Business Response
Date: 03/22/2025
In regard to BBB complaint 23046065
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 are waiting for them to visit the store so that we can assist them with re selecting.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:03/07/2025
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 bought an appliance package from Brands Mart Feb 11, 2025 . I was given a card for a $250. rebate from *******. However the receipt they gave me doesnt list the price of each appliance separately only the package price. According to ******* I cant get my rebate without an invoice with the individual prices. The Manager at Brands Mart refuses to give me an itemized price invoice. I bought the package because they led to believe I would get a rebate. The sales *** also told me different Brands Mart rebate would give me $ 200. Only problem with that one, none of the items be sold me were part of that rebate. I guess this is some type of fraud.I want to be reimbursed for the &450. in rebates I was promised .Business Response
Date: 03/19/2025
In regard to BBB complaint 23036843
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we are in contact with the customer and are assisting them with this issue.
We have already refunded $200 back to the customer method of payment and are assisting them with ******* rebate as well.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/02/2025
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:03/07/2025
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.
The claim was opened on February 10. Two days later, on February 12, we received the first email from Guardsmart Company, informing us that a technician from Prime Appliance and ACE Services ************) would contact us. We reached out to them by phone, and without conducting a physical inspection of my refrigerator, they stated that they did not perform that job.On February 24, Guardsmart assigned AT Appliances to send a technician who visited in person on February 26 to inspect the refrigerator. During the inspection, the technician indicated that the seal system and the ice maker were not functioning. The technician mentioned that he submitted the report on the same day.On March 3, Guardsmart informed us via email that they had to send another technician. I contacted *************************** at ************, but they stated that they did not perform that repair as they were not qualified for the service. We informed Guardsmart that Majestic would not be coming because they could not provide the service.Subsequently, we received an email from ********** stating that they would send a technician for the fourth time, this time from the company ************ They were supposed to contact us within 48 hours, but to date, we have not received any call to schedule the repair visit.On March 7, I contacted ********** again and spoke with supervisor *****, who indicated that they would escalate my claim with VehTech to resolve the repair of my refrigerator. To date, my refrigerator still does not work, and I have had to incur additional expenses to purchase a freezer to store some food, which I bought from BrandSmart with a warranty.We have been facing weeks of difficulties in preserving food, as I have my two grandchildren, aged 4 and 6, at home. I hope for a prompt resolution to this issue, as it has been a significant inconvenience for my family.Business Response
Date: 03/19/2025
In regard to BBB complaint 23035996
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service department is in contact with the customer and have already scheduled for a repair for them for 03/21/2025.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 03/23/2025
Miami 03/22/2025
Dear Madam,
I would like to inform you about the situation regarding my case against ********* USA and Guardsman, the companies responsible for the sale and warranty of my refrigerator.
On Friday, March 14, 2025, at approximately 12 pm, I received a phone call from a ********* USA technician, who informed me that he would arrive at my home in 15 minutes. This call was unexpected since I had not been previously notified about the visit of this technician. Guardsman had told me that VentTech would contact me on Monday, March 17, and I myself had confirmed the appointment with VentTech.
I accepted the visit of the ********* USA technician on March 17; he examined the refrigerator and concluded that the compressor was damaged and needed to be replaced, a diagnosis already confirmed by four previous technicians. On Monday, March 19, I called ********* and was informed that ******** would no longer carry out the repair but rather ********* USA,and that the technician from the 17th had requested the necessary parts.
On March 19, I received an email from Better Business Bureau (BBB) informing me that ********* USA had scheduled a repair appointment for March 21. That day, I waited patiently but did not receive any calls to confirm the technician's visit. At noon, I called ********* USA, and they informed me that the appointment had been rescheduled for Saturday, March 22. They said the technician would call me at 7 pm on March 21 to tell me the time of his arrival the next day, but I did not receive any call.
On Saturday, March 22, at 8 am, I was informed that the technician would not come because the part received was defective. I contacted ********* again, and they told me that they had requested another part that would arrive on March 25 and that they would send a technician on March 27.
Conclusions: Since February 10, when the claim began, five different technicians have visited, and the refrigerator has still not been repaired. Due to this situation, we have had to live with a wine refrigerator,and I have had to purchase a new freezer at ********* USA with an extended warranty. Attached are the invoice and photos.
I request that this situation be considered and the cost of the refrigerator be reimbursed, as I no longer trust the solutions proposed by the companies involved.
Thank you for your attention, and I remain cordially at your disposal.
***** ********Customer Answer
Date: 03/23/2025
Complaint: 23035996
I am rejecting this response because:***** 03/22/2025
Dear Madam,
I would like to inform you about the situation regarding my case against ********* USA and Guardsman, the companies responsible for the sale and warranty of my refrigerator.
On Friday, March 14, 2025, at approximately 12 pm, I received a phone call from a ********* USA technician, who informed me that he would arrive at my home in 15 minutes. This call was unexpected since I had not been previously notified about the visit of this technician. Guardsman had told me that VentTech would contact me on Monday, March 17, and I myself had confirmed the appointment with VentTech.
I accepted the visit of the ********* USA technician on March 17; he examined the refrigerator and concluded that the compressor was damaged and needed to be replaced, a diagnosis already confirmed by four previous technicians. On Monday, March 19, I called ********* and was informed that ******** would no longer carry out the repair but rather ********* USA,and that the technician from the 17th had requested the necessary parts.
On March 19, I received an email from Better Business Bureau (BBB) informing me that ********* USA had scheduled a repair appointment for March 21. That day, I waited patiently but did not receive any calls to confirm the technician's visit. At noon, I called ********* USA, and they informed me that the appointment had been rescheduled for Saturday, March 22. They said the technician would call me at 7 pm on March 21 to tell me the time of his arrival the next day, but I did not receive any call.
On Saturday, March 22, at 8 am, I was informed that the technician would not come because the part received was defective. I contacted ********* again, and they told me that they had requested another part that would arrive on March 25 and that they would send a technician on March 27.
Conclusions: Since February 10, when the claim began, five different technicians have visited, and the refrigerator has still not been repaired. Due to this situation, we have had to live with a wine refrigerator,and I have had to purchase a new freezer at ********* USA with an extended warranty. Attached are the invoice and photos.
I request that this situation be considered and the cost of the refrigerator be reimbursed, as I no longer trust the solutions proposed by the companies involved.
Thank you for your attention, and I remain cordially at your disposal.
***** ********
Sincerely,
***** ********Business Response
Date: 04/01/2025
In regard to BBB complaint 23035996
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service managers have conformed that this issue was fixed on 03/26/2025.
We have attempted to contact the customer but not able to get a hold of them.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:02/25/2025
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 recently bought an ** washtower (WKHC252HWA) from BrandSmart and asked to have it delivered and installed in my house. I had a horrendous experience with the installation and will be discouraging others from shopping there. BrandSmart sent people to set up the appliance who clearly did not know what they were doing. When they arrived with the appliance on 2/7/25, they asked me if I had the equipment to vent the dryer. I told them the dryer on the new appliance was ventless -- in hindsight, it's clear they had no idea what that meant.They made two major errors, one of which I had to pay someone else to fix. The first was leaving several necessary parts for the ventless dryer (including the drain hose) on top of the machine, instead of installing them. They never opened the manual, which clearly showed those parts were important. I had to badger customer service before they agreed to send workers back to fix that problem.The other error, for which I am seeking a refund, is that they did not set up the appliance cord wiring properly. After the workers initially set up the appliance, they tested the washer and dryer to make sure it was working. The washer kept tripping the **** outlet and would not stay on. They told me I had to call an electrician because something was wrong with my wiring, and they left quickly. I paid an electrician $275.00 to inspect my wiring, which revealed no issues with the house -- thankfully he found the mistake BrandSmart had made and fixed it. BrandSmart needs to refund me $275 for forcing me to pay for their own error. I've attached photos of the electrician's invoice and the photos before and after the electrician fixed the problem.Business Response
Date: 03/04/2025
In regard to BBB complaint 22958513
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our delivery company is trying to reach out to the customer and have left voice mails for them to contact back.
They will be issuing the customer a refund for this issue.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 03/08/2025
Complaint: 22958513
I am rejecting this response because: I havent been able to get in touch with the company since they left their voicemail. Once I know how the refund will be submitted, I will be happy with their response.
Sincerely,
****** *****Business Response
Date: 03/12/2025
In regard to BBB complaint 22958513
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have confirmed with the delivery company that they have issued a refund of $275.00 back to the customer's 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: 03/16/2025
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,
****** *****
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