ComplaintsforBrandsMart USA

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good Morning,On 12/30/23, I purchased 4 Frigidaire kitchen appliances at the ************************************************ location for kitchen remodel project. We decided to make an advance purchase to take advantage of a End of ************ promotion that Brandsmart was running at the time, were we would get $400 rebate (via a giftcard). We scheduled to receive the items around the April.When attempted to file the rebate claim I was asked for the serial numbers of each appliance which I would not have since the appliances until later in 2024. I explained this via email to the company that was running the rebate intake for Brandsmart, I provided copies of the invoice/receipt and after multiple emails was rejected for the request. At the same time I engaged directly with the Brandsmart management team at the ************* Sunrise location and explained the situation. They promised to take care of it and to their credit after many months we did get a rebate in mail, but it was only for $200. Obviously not we expected asd we expected the amount to be $400.All that I am asking is to receive the full amount that was originally agreed upon per the End of ************ promotion.Thank you!

  

  Business response

  08/31/2024

   

  In regard to BBB complaint 22207568

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

  We apologize for this issue, we have attempted to contact this customer but weren't able to speak to them. 

  We have issued a refund of $200 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 response

  09/03/2024

   
  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

  08/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We bought two sets of sofas from BrandsMart on July 21, 2024. They were supposed to be delivered on August 24th. We received a text message and an email stating that the sofas would be delivered between 4 PM and 8 PM. However, on the day of delivery, we did not receive anything.Since we had already received confirmation, we got rid of our old sofas and cleared the space. Now, we dont have the old sofas or the new ones. I have called the company many times, but they just transfer the call to the local store. I have also visited the store a couple of times, and the manager told me they do not know when or if the sofas are going to be delivered.The store doesnt have any information, and when I call the company, they just transfer me back to the local store.

  

  Business response

  08/31/2024

  In regard to BBB complaint 22201448

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

  We apologize for the issue, our store managers were in contact with the customer for a possible solution. 

  At this time customer has agreed to wait for this unit to get back in stock.  

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

  
  
  Yours truly,
  

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

  Customer response

  08/31/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  July 2nd I purchased some furniture from Brands Mart, a dresser and mirror. Delivery date was set for July 11 from *********. After 1700, i called the store to see when I would receive my delivery. The store informed me the item was no longer available and I would receive a call once it was back in stock. I never received a courtesy call or anything. No one ever returned my call. After numerous calls and a whole month later, I finally received another delivery date for August 9. Same scenario, I waited and waited and never received my delivery. I checked the tracking number and the delivery date had been changed again with no courtesy call. The new delivery date was set for August 14. Nothing. Tracking set a new delivery date for today, August 20th. I just checked the tracker and guess what. A new delivery date for August 27th has been set. At this point I am no longer calling the store. I don't even want the furniture I just want my money back and not store credit. This place is very unprofessional. I can provide supporting documents if necessary.

  

  Business response

  08/24/2024

   

  In regard to BBB complaint 22170716

  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 have arranged a delivery for them for 08/26/2024.  

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

  
  Yours truly,

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

  Customer response

  08/27/2024

   
  Complaint: 22170716
  
  I am rejecting this response because:
  I am continually getting the run around regarding my refund. When I call the store the employees are rude, placing me on hold for very long periods, and keep hanging up on me. 
  Sincerely,
  
  *******************************

  

  Business response

  08/31/2024

   

  In regard to BBB complaint 22170716

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

  We see that a refund of $307.78 was processed back to the customer on 08/27/2024. 

  Our store managers at this location made multiple attempts to reach out to the customer but we weren't able to speak to them. 

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

  
  
  Yours truly,

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

  Customer response

  09/08/2024

   
  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

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 22nd, I ordered a new washing machine from this company. On my final receipt The Delivery date was set to be July 29th. Instructions were to await information on the deliver time the day before between a certain time, and that time came and went without contact. Thinking it would possibly just show up, I waited at the home (2nd home, for business, in *******, **) but never received a call, and nobody showed up. I called, and they said it should still be coming and to call back if it did not, ensuring me there were 2 on the truck and 1 is "most definitely" mine. No one came, and I called again. I was then told that they had a warehouse issue, and it will be to me on the 31st. Once again, it never showed. I am now on my 17th call with my 5th delivery date, and have been told it was logistic issues, a glitch in the system, added to the wrong region in *******, and that my area only delivers on a certain day (not the day they are guaranteeing now). I have still not received it. They cancelled my order, and reissued it, ensuring this will solve the problem, but I have yet to receive any insurance that it will show up. Also, the second bill is COD (Cash on Demand), although I paid on the 23rd of july, and have yet to receive a refund. I am without a washing machine, with a wife and 2 children, since July 16th. Also stuck 400 miles away from my Home, waiting, without any reasonable solution. Their showroom is less than 5 miles away from here as well, and was at one time told they do not deliver to my zip code.

  Customer response

  08/09/2024

  It was delivered on the 9th (5th date given) as promised. However, they refused to take my old one as was originally requested. It does more or less mean they delivered, so I can say that they satisfied my complaint. They also said they will send someone on Monday for the old one, and will update as needed. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 25, 2024, we purchased a loveseat and single recliner which was delivered on May 28, 2024 damaged. Due to serious health condition was able to contact *******************, the floor Manager, the person who sold us the furniture and explained to him we received the furniture damaged, June 20, 2024. He had wrote his cell phone number on the receipt. He stated he would look into the matter and Brandsmart would call us. June 21, 2024 Brandsmart called my husband and left a voice mail requesting a call back to ************. I returned the call. They requested photos of the damage, provided an email address the photos were to be sent to and the Invoice Number. The photos were emailed on June 24, 2024. July 1, 2024 I called Brandsmart to get a status on the case. I was told they have not started processing the file as yet. I am to call back. I told them the person responsible needs to start doing some work and I will not be calling back. They called back, left a voice mail on my husbands phone requesting a call back. I returned the call only to be told they have not started processing the claim. We went to Brandsmart July 6, 2024 and spoke with ****. He took us to his manager and explained the situation to him. He went on the computer and stated the person handling our case was on vacation. He sent her an email and CC to *******************. He closed by saying Brandsmart would contact us the following week. We explained we would not be home but would contact Brandsmart on our return home. July 23, 2024 my husband called ****. He was on vacation. On July 26, 2024 called ***************** ************, and was told their policy does not cover the damage. They were told we spoke to the floor manager and they told us to call back and see if they will send out a seamstress. He called **** on July 29, 2024 and was told he was on 2 days off until July 31, 2024. On August 1, 2024, **** was called. He was currently driving to work and would speak with his manager and get back to us.

  

  Business response

  08/07/2024

   

  In regard to BBB complaint 22097781

  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 have arranged an exchange for them. 

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

  
  Yours truly,
  

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

   

  Customer response

  08/09/2024

  We have been contacted by Brandsmart. We were advised that they will replace the damaged loveseat tomorrow, 8/10/2024, in the morning. We are waiting to see if Brandsmart will deliver on their promise. I will contact BBB on receipt of the delivery.

  Customer response

  08/09/2024

  We have been contacted by Brandsmart. We were advised that they will replace the damaged loveseat tomorrow, 8/10/2024, in the morning. We are waiting to see if Brandsmart will deliver on their promise. I will contact BBB on receipt of the delivery.

  Customer response

  08/09/2024

   
  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.

  We received the loveseat today, 8/9/2024, in excellent condition. 

  Thank you BBB for helping us to resolve this situation. We greatly appreciate the quick response.

  Sincerely,
  
  *********************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The items I ordered (see documentation) were not received and the order was cancelled. The charge of $130.78 has not been removed from my credit card account at *************** Therefore I am being billed for merchandise that was not delivered. To prevent ongoing charges, I opted to close the account and pay a reduced amount monthly until the balance is paid off. I should only have to pay for the transactions that were completed. Thank you.

  

  Business response

  08/02/2024

   

  In regard to BBB complaint 22043016

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

  We apologize for the issue, our accounting department has reprocessed the refund for the customer and are following up with the bank. 

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

  Yours truly,

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

  Customer response

  08/19/2024

   
  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

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/29/2024 I bought a kitchen package (6)appliances.They had a promotion according to the flyer of $700.00 rebate for Brandsmart and $400.00 rebate for Samsung.I sent all the pertinent information to both and I have not received any positive results to date. 07/29/23024.I also let it be know that the seller marked me with 6 items but only 4 were rated for the price.It seems to me that I was deceived both in the Store and also by Samsung.I would like to resolve this problem in the most legal way possible.I await a response to it. Thanks ***************.

  

  Business response

  08/01/2024

   

  In regard to BBB complaint 22062900

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

  We have contacted this customer and are assisting them with this rebate.

  We are currently waiting for the customer to forward us the email that they received from the rebate center so that we may take 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

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about a mini split unit I bought April 24th, 2022.Mini Split A/C unit with extended warranty package Well, here starts the problems, when I requested service for my A/C unit (Friedrich *************** They offered me the visit of a technician of a third party company name Team Alpha USA for Friday July 19th but they never showed up so I called them and they said that they don't service the mini split units. I didn't go to work waiting for the technician so I missed my day of work for nothing.After that I called again to the warranty company GUARDMAN and apologize and they said that they would reschedule the visit for the upcoming Monday (6 hours on the phone trying to get help), So after I hang up with ********, I call that company name ************* of America to ask them if they would take care of the A/C unit before the appointment was set and they said that they don't service A/C mini split units, so I called GUARDMAN again (2 more hours on the phone) asking for an explanation but the only answer I received was that they were going to escalate the call and I had to wait for at least 2 more days for them to get a technician.After those calls I decided to go to the store Brandsmart USA to ask for a solution because they sold me the unit and the extended warranty package but the only answer I received was "keep waiting for Guardman to call you cause we have nothing to do with it"when I went to the store Brandsmart I talk to a lady introducing herself as appliances manager named ***************************** but she refused to help me even though I explained her the case, she only said "keep waiting for that company to give a solution because there is nothing we can do"I told her that Brandsmart is good to collect my money but really bad to honor their contracts and even worst to protect their customer

  

  Business response

  08/01/2024

   

  In regard to BBB complaint 22034425

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

  We apologize for the issue, we were able to have the warranty company replace this unit for the customer. 

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

  
  
  Yours truly,

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

   

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty for the refrigerator I purchased from BRANDSMART. My fridge is broken and I am waiting OVER 3 WEEKS to have this repaired. I am a senior citizen with medication that needs to be refrigerated and there is no one to talk to get this serviced, I am being dragged around with no end in sight. I NEED A FRIDGE, I CANNOT SURVIVE LIKE THIS ANOTHER DAY. HELP!

  

  Business response

  08/01/2024

   

  In regard to BBB complaint 22022877

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

  We apologize for the issue, our service management were in contact with the customer. 

  We have confirmed that this unit was repaired and is working up to the manufacture standards. 

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

  
  
  Yours truly,

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

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called Brandsmart USA twice to repair the power Sofa Catna 64581-128319 in the receipt attached , because of the mechanism failed,and the leather discoloration . They said their warranty doesnt cover any of these and that they will send the warranty booklet, which they make you sign saying was received. I was told by salesperson the warranty covered EVERYTHING, specifically the up/down mechanism, which is what can go bad, what else would the warranty be for ? Looking for repair or replacement, if not our money back. Had been a customer for decades, cant believe they do this .

  Customer response

  07/21/2024

  Hi, I highlighted in the receipt provided, a 5 year xtra warranty that I paid for, and it expires 11/19/2026 .

  

  Business response

  08/01/2024

   

  In regard to BBB complaint 22021000

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

  We apologize for the issue, We are trying to be in contact with the customer and let her a voice mail to contact us back. 

  We have forwarded the customer information to the warranty ********************** as well so that they may contact her back and try to assist. 

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

  
  Yours truly,

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

  Customer response

  08/11/2024

   
  Complaint: 22021000
  
  I am rejecting this response because: 

  I tried to contact ****************, but was never available. I spoke to customer service agents at ********************** and now they accepted the service call. Another company, SAW enterprises was supposed to call and they did a few days later, made an appointment for August 13th. Then Brandsmart called, a lady who now said my service wasnt approved because I mentioned also discoloration, I ***lied that their salesman had told me EVERYTHING WAS INCLUDED, Brandsmart makes you sign admitting they gave you the warranty contract,but they never do, my experience with other fridges and stoves I bought from them. I mentioned the mechanisms was bad and twisted, she ***eated the same, said I will send you the warranty and youll get the call for service and hanged up. Saw enterprises was supposed to call by Friday to verify appointment time,nobody called, so I called them ************ Saturday morning at 9:43am, the *** said I wasnt called because wasnt scheduled and they will call next week. At 12:29pm a service tech, **** ? Called to say was coming to service the unit, I wasnt home, I asked if he could make it a bit later, he said couldnt, too busy because they cut another service tech route. Its been months and in the end, they will probably invent an excuse not to service or ***lace it. Since the time they denied coverage, STILL WAITING for the warranty contract. Check with other customers about this, their salesmen lie ,say everything is included then backtrack when you call.
  
  Sincerely,
  
  *********************

  

  Business response

  08/27/2024

   

  In regard to BBB complaint 2202100

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

  We apologize for the issue, we have reached out the customer again and escalate this issue to the warranty company for further assistance. 

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

  Yours truly,

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

  Customer response

  09/05/2024

   
  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. *************** called me,cleared up the misunderstanding, apologized and then replaced the unit. Thank you very much 
  
  Sincerely,
  
  *********************

*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. ↩