Complaints

This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BrandsMart USA

  3200 SW 42nd St Fort Lauderdale, FL 33312-6813

  
• 

  BrandsMart USA

  821 SW Natura Blvd Deerfield Beach, FL 33441-3201

  
• 

  BrandsMart USA

  16051 S Dixie Hwy Miami, FL 33157-1888

  
• 

  BrandsMart USA

  4320 NW 167th St Miami, FL 33054-6002

  
• 

  BrandsMart USA

  2918 Buford Dr Buford, GA 30519

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Can anyone please assist me, my phone number is ************.My landlord purchased a dishwasher on approximately 1/30/24. The dishwasher has not worked since the original purchase date. I have had two repair people come to my condo and third one was a no-show. I took off work all three days to meet the repair person. On the last repair visit 3/8/24 the technician indicated that they were going to replace the dishwasher. I contacted the repair service again today and they indicated no replacement but instead a part was ordered but no installation date was scheduled.Please look at the history of this repair. My frustration level is beyond belief. I had confidence in Brands Mart until this time but Im not sure anymore. Thank you for your assistance.One of the ticket number repairs is ******* The serial number is ***************

  

  Business Response

  Date: 04/02/2024

   

  In regard to BBB complaint 21470964

  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 a service call for 04/02/2024.

  We will be following up with the customer, once the service is completed. 

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

  
  ***********************
  Manager Customer Operations
  ********************** ****** 

  Customer Answer

  Date: 04/03/2024

   
  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

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3 2019 I bought a REFRIGERATOR from Brands Mart *** an ********************************************************************* *****. Receipt number **********. The Refrigerator came with a 12 month factory warranty. I bought an additional 48 month warranty from Brand Mart for $249.88 So I understood that I had a a 60 month warranty. On March 18 2024 my Refrigerator stoped working. I called Brands Mart for a repair. They told me that my warranty had expired. That can't be I responded, I have about 9 months left. They asked me to call their warranty company GUARDSMAN at ************. I called them and got the same story. I asked them how can that be, they said that their warranty of 4 years or ******************************************************************* I said but what happened to my 12 months factory warranty? What did you do with my factory warranty? A factory warranty is a warranty to kill for. Your factory warranty was not covering a lot of things so that is why our warranty was put into a first position. What things did my factory warranty did not cower, SURGE PROTECTION OR LOSS OF GROCERIES. I have a surge protector on my house and the DAEWOO DOES COVER LOSS OF GROCERIES IN THEIR WARRANTY. So I have been deceived and scammed by being sold a warranty that was an extension to the factory warranty. How is this possible and who gave you the right to discard my perfect factory warranty and shorten the whole term by ************************************* a 4 year warranty that is actually a 3 year warranty when I include my 1 year factory warranty. This is false advertising and criminal act by deceiving a SENIOR CITIZEN OUT HARD EARNED MONEY. I want repairs done to my refrigerator or to be reimbursed for the money spent to repair the unit by another repair company. Also when I read their paperwork and their warranty pamphlet it is no where ever mentioned that their warranty has precedent over the factory warranty !!!

  

  Business Response

  Date: 04/02/2024

   

  In regard to BBB complaint 21468653

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

  We are sorry to read this complaint, we have escalated this issue to our service managers so that *** look into this and try to assist. 

  We have also left a voicemail to the customer with possible solutions and are waiting to hear back from them.  

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

  
  ***********************
  Manager Customer Operations
  ********************** ****** 

• Initial Complaint

  Date:03/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered a refrigerator on 3/1/24 online. I accepted the installation option and to have the doors opening side reversed in warehouse prior to delivery, which I paid the fee for it. When the product arrived the doors were not reversed, doors opened from the left side as standard. The delivery person/installer said that the order did not include the door reversal. After showing the receipt he proceeded to change the hinges and reversing the doors, not showing good knowledge in how to do it. Next day I noticed doors misaligned and freezer with snow, seal was not closing properly getting air inside. Center hinge was missing a washer and lower hinge was loose.I called ***************** they scheduled a service call for a technician to go in following 2 days. A representative came and noticed that door reversal was incorrectly done. Mentioned that door reversal needs to be done in warehouse prior to delivery. Filed a Pick up and Exchange order saying that it would be replaced. Prior to the 2nd delivery, I personally called customer service to make sure that next refrigerator would be delivered with doors reversed in warehouse. They confirmed it would. On 3/13/24 the exchange refrigerator was delivered with doors not reversed for 2nd time. We refused accept it mentioning that it was the incorrect product due to doors opening from left side. The delivery person confirmed that the reversing of doors needs to be done in warehouse prior to delivery and took the exchange refrigerator back. Lots of hours dedicated and lost to a simple refrigerator purchase.

  

  Business Response

  Date: 03/22/2024

   

  In regard to BBB complaint 21438043

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

  We apologize for the issue; an exchange was done for this customer on 03/20/2024. We tried to contact the customer and left a voice mail to contact us back if they need any further assistance. 

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

  
  ***********************
  Manager Customer Operations
  ********************** ****** 

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The first ******* dishwasher I received was defective. I paid extra for another one that broke 2,5 months later. The technician that showed up said it needed a part that would be delivered in 3 to 5 business days. The service department said that was not correct and that it is 5 to 7 business days. A week and a half later, the technician came back. I asked him to fix the top drawer and a broken lever. He never touched any of it. He changed the broken part and just pushed the ** back in without attaching it to the counter the way it was. Now every time I open the ** it comes out damaging the ** and the counter. It is now 4 days and hundreds of calls to Brandsmart, hundreds of hang-*** by the representatives, no available managers, countless lies by the representatives and the technician, promised return of technicians, promises of return calls by the managers, and still nothing. No one is trying to fix anything. Basically, we made the commission on you now get the heck out!

  

  Business Response

  Date: 03/22/2024

   

  In regard to BBB complaint 21432050

  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 are taking care of this issue. 

  If they have any further questions or concerns, please direct them to my attention. 
  
  Yours truly,

  
  ***********************
  Manager Customer Operations
  ********************** ****** 

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 10, 2024, my wife and I purchased two pieces of furniture (sectional) at the BrandsMart USA store located in ***************, **. We paid $1099.98, plus tax and delivery for it. The furniture was delivered on February 13, 2024, so today has been 29 days from the date of delivery, considering February only had 29 days this year. We just visited said store to return the furniture and were told that they wouldn't accept the return and that perhaps the best they could do was to accept it, but only give us half of the amount we paid for it. ****************************, the store manager, told me that he needed to talk to his manager about it, and that this was probably going to be his manager's response, only to give us half of what we paid for it, IF at all. He said he would call me.Our receipt shows 30 day return in the far right column, which is actually BrandsMart USA returns policy (****************************************************), but they tried to claim that the receipt shows "customer is aware of 0 day return policy".For context, and as I explained to the manager, when the saleslady who sold us the furniture was processing our order and putting all the required information into their system, she mentioned that if there was anything wrong with our furniture the day of delivery, I should refuse delivery, which, in fact we did, the first time because there was an issue with the first two pieces they tried to deliver.I actually asked the saleslady to please make sure she added that to the notes (0 day return policy) because I didn't want any surprises, just like I also wanted to make sure that they would set up the furniture.The sectional is extremely uncomfortable and we were hoping we would not have to return it, but ended up having to return it.I even explained that we were aware that there could be a 20% restocking fee, but it is obvious they are trying to get even more by saying that "perhaps my manager will accept the return for half the price".

  Customer Answer

  Date: 03/14/2024

  Thanks for this opportunity to add more information. I just want to add that the store manager told me that he would be off for the next two days and he would call me this upcoming Saturday, 03/16/2024. He first asked me what was it that I wanted, as if implying that I could ask for a store credit or maybe an exchange and I immediately replied I want a refund. He then said that this would probably an issue with his manager and that his manager would probably only accept the sectional back for half the price, but not for the 20% restocking fee. I understand that we only have 30 days to return this item, so I decided to file the complaint before the 30 days passed.

  When I first arrived to the store and the return desk, the customer service representative who greeted me paged the furniture's department manager, whose name is also ********, like me, I explained the situation to him and he just kept saying that the receipt showed "Customer is aware of 0 day return policy". I tried explaining to him that when we purchased the sectional, we had been to Rooms to Go before and they told us to be careful with furniture from BrandsMart because they had heard that "it falls apart", I mentioned this to our saleslady (*****) at BrandsMart and we laughed and agreed that "of course Rooms to Go would say that", but I also wanted to make sure that the furniture would not just be delivered, but assembled and that I didn't want any surprises, and that's when she emphasized that "they will set it up for you and if you see something wrong with anything, or any pieces, etc, you have to return it the same day, not accept the delivery, but refuse it, but you have to make sure you do it that same day right there" and, so that is where the "Customer is aware of 0 day return" comes from. This was something meant for the delivery people, so they knew I wouldn't accept anything that wasn't acceptable, and, as I stated before, this was actually the case, our first delivery had to be reschedule because the delivery guys noticed there was a tear in one of the pieces and were honest enough to tell me about it and so, I refused that delivery and the second delivery was done on February 23th, as the receipt shows. As soon as the furniture was delivered we knew it wasn't what we expected because one of the cushions is way too soft and we actually ended up buying 4 pieces of support for about $30 each (pictures attached), and we thought that this could fix it and didn't want to have to return it, but finally, a few days ago, my wife and I decided that even if we had to pay the 20% restocking fee, it would be worth the sacrifice, so we decided to go to the store and return it and the rest is history.

  I believe that the simple fact that they're saying that I can return it, but only for half the price shows that their intentions are not the best. First they tried to say that they don't accept furniture back, then they said that the receipt shows 0 days return, then they changed the story to "my manager may accept it, but not for 20%, but 50%)...

  I would bet anything that if I go to another BrandsMart store and shop around for furniture and ask what my options are if I want to return it after I buy it, the salesperson would say I'd have 30 days from the date of delivery to return it, which is what their website states. Simple as that. 

  Once again, thank you for your assistance regarding this matter.

  Attentively, 

  ***********************

   

  

  Business Response

  Date: 03/21/2024

  In regard to BBB Complaint 21429987 

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

  We apologize for the issue. At this time the furniture has been picked up and a credit was issued back on 3-20-24. Please allow up to 72 hours for the credit to appear on the credit card account. 

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

  Yours truly,

  ***********************;

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 03/22/2024

   
  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:03/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase the Frigidaire Gallery - Stainless Steel Kitchen Package from BrandsMart USA online on 12/18/2023: Order Date: 12/18/2023 Order Number: ******** Order Total: $2,670.13 After the Frigidaire Gallery - 30" **************** Range (Model No. GCRG3060AFH) was installed I realized that the Griddle was missing. After discovering, that I immediately contacted the BrandsMart USA reprehensive (*****) that helped with processing my online order. ***** stated that he would confirm if the Griddle comes with the model I purchased and will call me back. I never received a call back from *****.I waited several weeks with no response from ***** so I reach out to BrandsMart USA general customer service, Again I explained the issue with the missing Gas Range Griddle. The customer service agent that I spoke to had be provide the Frigidaire Gallery - 30" **************** Range serial number ************. The customer service rep explained that they will email the Manufacturer about the Griddle. Again I waited several weeks without a response.On January 26,02024 I again contacted BrandsMart USA about the missing Griddle and this time I spoke with ***************. After again explaining the issue with missing *******, **** asked if I would email him the Frigidaire Gallery - 30" **************** Range serial number ************, which I did at his email address ****************************************** After checking the serial number, **** confirmed to me over the phone that, "yes", the Griddle does come with the range that I purchased, and that it will be ordered and chipped to me.Not only did I NOT receive the Griddle, I followed up a month later on Feb 28, 2024 with an email to *************** at *************************************** asking for a status update, with NO response.

  

  Business Response

  Date: 03/12/2024

  In regard to BBB Complaint 21418435

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

  We apologize for the issue. The customer has been notified that the griddle is being shipped. *************** has spoken directly to the customer.  

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

  Yours truly,

  ***********************;

  AVP of Customer Operations 

  ********************** ****** 

  Customer Answer

  Date: 03/14/2024

  I am willing to accept BrandsMart's offer to have there local store ship to me their display griddle. However, I would like to keep my complaint open until I actually receive and inspect the griddle in order to make sure that it is not defected and is in new condition.  As of today, 3/14/24, item has not been received.

  Sincerely,

  ***************************

   

  Customer Answer

  Date: 03/14/2024

   
  Better Business Bureau:
  
  
  

  I am willing to accept BrandsMart's offer to have there local store ship to me their display griddle. However, I would like to keep my complaint open until I actually receive and inspect the griddle in order to make sure that it is not defected and is in new condition.  As of today, 3/14/24, item has not been received.

  Sincerely,

  ***************************

   

• Initial Complaint

  Date:03/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 18, 2024 I traveled to Brandsmart USA to purchase an advertised Avanti refrigerator on sale. I found the item and a floor rep to schedule delivery. I completed the transaction with my **** at the register. On February 19th, I was reviewing the item's rankings online and found many unhappy customers who had purchased the same item. I phoned Brandsmart USA on February 19th and requested to cancel the delivery and refund my account. I have audio proof of this call. I was told it was completed. Then on Wednesday, February 21 an unknown person calling from an unknown cell phone told me that they were looking for my address. I informed them that the item had been cancelled and asked to return the item to the store. It has been more than two weeks and despite assurances made during the 2/19/2024 phone call, no refund has been processed to my card.

  

  Business Response

  Date: 03/10/2024

   

  In regard to BBB complaint 21390106

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

  We apologize for the issue; we have already cancelled this order and issued a refund back to the customer's method of payment. 

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

  
  ***********************
  Manager Customer Operations
  ********************** ****** 

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our washing machine is not functioning properly. A service tech was sent out to repair the machine and it was discovered that it needed a part . The part had to be ordered and we were told it would take two days to arrive and the service tech claimed he would return to replace it. This was on February 27, it is now the 5th of March and still no repair has been made. When we call the service center to address this issue we have to play phone tag with the same results and no resolution. This machine is under warranty.

  

  Business Response

  Date: 03/10/2024

   

  In regard to BBB complaint 21386890

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

  We apologize for the issue; Our service managers have contacted the customer and have already fixed this issue. 

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

  
  ***********************
  Manager Customer Operations
  ********************** ****** 

• Initial Complaint

  Date:03/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may of 2023 i bought a special order set of ge cafe kitchen appliances from brandsmart. I received all but the refrigerator. I keep waiting and they continue to say next month. It is now march and now its possibly end of april but without any assurances. They kept telling me on the way but seems as though some other store takes it. Not sure what to do and need help. Dont know who to contact. This is a set and cannot return the other pieces. Its going on almost a year. Now the same piece is more expensive to get at another store with possibly the same situation.

  

  Business Response

  Date: 03/07/2024

  In regard to BBB Complaint 21379836

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

  We apologize for the issue. The customer has a delivery appointment scheduled for 3-8-24. 

  Any further questions or concerns, please contact us directly. 

  Yours truly,

  ***********************;

  AVP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 03/08/2024

  After speaking with ****** from Brandsmart on monday the 4th, he personally scheduled for a delivery of the refrigerator for today march the 8th. After receiving tracking info it said i was number 7 for delivery. Never happened. All of a sudden on the tracking delivery page, no info related to our delivery was available. Immediate i called ****** and left a message. My wife called and was transferred to a delivery person and she was told that we are schedule now for tomorrow march the 9th. Unbelievable. Hoping now for tomorrows delivery. 

  Customer Answer

  Date: 03/09/2024

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

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a computer for my sons 11th birthday on July 2, 2023. The computer worked for less than a month I did all the so called steps to make sure it wasnt the outlet or something else simple. After a couple of tries. I took it back and was told that since I purchased it through the lease department I couldnt get assistance I needed to sent it back to the manufacturer. It was hard to get through to them no one at the location was able or interested in assisting me. After a medical crisis I tried to get help again and I was told from the manufacturer that I had to pay to get it shipped and I inquired from the store if they could provide me with a box and was denied. This isnt the for time that I purchased defective equipment from them. I have overlooked it in the past but this was an expensive item that I am still paying for that is useless. The salesperson sold me extra stuff that wasnt needed but yet again I cant return it to the store because I no longer have the box. They are still taking $ from my account monthly faithfully I asked numerous times for someone to assist but was denied. No one accepts accountability and I had to pay almost $150 just to get it looked at because the company is in **********. They just lost a valued customer who overlooked the other items that were defective as a loss but I am tired of throwing $ away and I cant even enjoy it for a long time.

  

  Business Response

  Date: 02/23/2024

   

  In regard to BBB complaint 21304615

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

  We apologize for the issue and have contacted the customer with a positive resolution.

  BrandsMart Leasing is already in contact with the customer and will replace the unit for her. 

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

  
  ***********************
  Manager Customer Operations
  ********************** ****** 

   

  

  Business Response

  Date: 02/29/2024

   

   

  In regard to BBB complaint 21304615

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

  We apologize for the issue and have contacted the customer with a positive resolution.

  BrandsMart Leasing is already in contact with the customer and will replace the unit for her. 

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

  
  Yours truly,
  
  ***********************
  Manager Customer Operations
  ********************** ******