Complaints
This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 346 total complaints in the last 3 years.
- 126 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:02/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 24th, 2023, I bought a dryer machine (Order# ********) that suppose to be delivery within 30 days as per Brandsmart web page. On December 23th I received an email with my order update that Said: "Unfortunately your order has not yet shipped. We apologize for the inconvenience". Today, 02/27/27, 3 months later, I have not received my order yet.I called Brandsmart and they inform me the item have been discontinued without any notice or refund, If I haven't called, I would continue waiting for an item that I will never receive and they still keeping my money for an item that does not exist anymore. My wife had to dry our clothes during this 3 months in a coin laundry and have to pay for, while they keep our money for an inexistent item.
Business Response
Date: 02/29/2024
In regard to BBB Complaint 21353697
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue. After speaking with the customer, he has chosen to receive a refund for the purchase. We have sent the customer proof of processing which was done on 2-27-24. The credit usually takes up to 72 hours to reflect to the account.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************;
AVP of Customer Operations
********************** ******
Initial Complaint
Date:02/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Bird e-bike on January 21st @ Brandsmart ***************. Extremely disappointed and frustrated with this product. There is a major issue with those bikes, I dont know if its the weight of the bike ,or lack thereof, and power of the motor, but twice when I used the breaks the bike literally flipped forward and I fell with it on the lawn. I could have seriously injured my neck and head. There was no obstacle that caused it to flip, only the sudden breaking motion. Moreover, I was never made aware that this bike manufacturer is in bankruptcy and closed. What kind of manufacturer does Brandsmart deal with? I want to return this for a refund.Business Response
Date: 03/04/2024
In regard to BBB complaint 21351207
Thank you for the opportunity to respond to the customers complaint.
We are in contact with the customer and are waiting for the customer to contact us back with a ******************** order number.
As soon as we receive the order number we will be able to assist the customer.
Any further questions or concerns,please direct them to my attention.
Yours truly,
***********************
Manager Customer Operations
********************** ******Initial Complaint
Date:02/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a new washing machine on Jan 29th. It was delievered but did not work properly. I had a new one shipped out to replace the original and the same problem. I called Customer Support on Feb 7th for a refund. They said they would process the return and pick up the washing machine on Feb 9th, which they did. After checking my accound, I noticed the refund did not kick in yet. I called customer support today, on Feb 18th, and after looking up my order and refund, they said they would just now be processing my refund. So had I not checked, I would still be paying for a washing machine I did not own anymore and was defective. The customer support manager never called me back as every time I called about the washing machine, I asked to speak with him/her for the inconvenience of being sold a dud of a washing machine and never got a call back.Business Response
Date: 02/19/2024
In regard to BBB complaint 21311904
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue; we have contacted the customer and issued a full refund back to his method of payment.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** ******Initial Complaint
Date:02/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My washer stopped working on Dec.20 2023 it would not drain the water. I called for service, and they came out on Dec. 30, 2023. The tech connected a little machine to the washer and said he had to order a part and would come back he also mentioned that they have had problems with this washer. Tech came back on 1/12/2024 and worked on the washer said it was fixed but when he left, I put a load in to wash and the problem continued. I called back to service and let them know the problem was not fixed. This time they said it was two-man job so now I had to wait until Feb. 9, 2024. On 2/9/2024 around 2:40pm two men came by, again they said it was fixed so I put a load in after they left. Unfortunately the problem was not fixed again, so I called service first thing in the morning on 2/10/2024. They sent a tech back out on 2/13/2024, The tech worked on the washer then called me to say it was fixed and told me to put a load in and see how it went. I put a load in to wash but the problem continues with the water not draining. I called service again on 2/14/2024, and they said that they were waiting on a report from the tech they would give me a call. It is February 16, 2024, and I have not heard anything. I decided to call service to speak with a manager. They said no one was available, I find it disturbing and unprofessional that this matter has been going on this long. I asked the lady from the service call what did the tech do to my washer. In the four times the tech has been out to my house there was only 2 things listed of what he did. I then asked her what was going to be done next and she said they are waiting on a supervisor to see what will be done next. I said 3 days have gone by and nothing has been done, that I needed some kind of answer. The lady started talking to someone beside her and then hung up on me. This is very unprofessional and concerning, I spent close to ***** dollars on this washer and it hasn't even been a year that I had it. I am here now to see if something can get done cause clearly something is wrong if a tech has come out four times and the issue still remains! I will NEVER buy anything from BRANDSMART again.Business Response
Date: 02/23/2024
In regard to BBB complaint 21305478
Thank you for the opportunity to respond to the customers complaint.
We apologize for this issue, our service managers have contacted the customer and picked up the defective unit to be repaired in our shop. We have already replaced the parts and currently testing the unit. This unit is scheduled to be deliver to the customer on Monday 02/26/2024.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
Manager Customer Operations
********************** ******Initial Complaint
Date:02/13/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 7 I did an online purchase with Brandsmart USA. I purchased a set of washer and dryer. About 20 days later they delivered the washer only without further explanation. After being back and forth with customer service, I requested for them to pick up the washer and refund my money back to the account. As of today February 13, they have not yet refunded the money and I keep calling and they give me a different explanation every time. I will truly appreciate your help to this matter.Business Response
Date: 02/14/2024
Thank you for the opportunity to respond to 6288340094F29.
We have issued two credits back to her BrandsMart USA credit card.
credit ***** for $749.99
credit ***** for 549.99
Please allow up to 72 hours for this credit to reflect back onto the credit card statement.
If they are in further needs of assistance, the customer may contact us at ************.
Sincerely,
BrandsMart USA Customer Relations Team
Customer Answer
Date: 02/21/2024
As of today 02/21/2024 no credit has been posted back to the account. ********************************************* mentioned in their response that credit would take up to 72 hours, however its being more than 7 days and as mentioned no credit has posted.
Your help to this matter will be very much appreciated.
Customer Answer
Date: 02/22/2024
Complaint: 21289319As of today 02/21/2024 no credit has been posted back to the account. ********************************************* mentioned in their response that credit would take up to 72 hours, however its being more than 7 days and as mentioned no credit has posted.
Your help to this matter will be very much appreciated.
Sincerely,
***********************Business Response
Date: 02/29/2024
In regard to BBB complaint 21289319
Thank you for the opportunity to respond to the customers complaint.
We apologize for this issue; we were able to locate the issue with the customer's refund and was able to confirm with ************** that this refund is posted to the customer's account.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
Manager Customer Operations
********************** ******Customer Answer
Date: 03/02/2024
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:02/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Repair under warrantyBusiness Response
Date: 02/22/2024
In regard to BBB complaint 21280693
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue; we have escalated this issue to the warranty company and received confirmation that the repair was completed on 02/20/2024.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
Manager Customer Operations
********************** ******Customer Answer
Date: 02/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
Date:02/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased appliances on 1/21/24, on 2/1/24 they delivered on the refrigerator and now on 2/2/24 they want me to pay additional $800 to get the other items deliveredBusiness Response
Date: 02/06/2024
In regard to BBB complaint 21237887
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have already contacted the customer for a positive resolution.
We are following up with this order, as soon as these items are in stock, we will be contacting the customer back for a delivery date.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** U.SCustomer Answer
Date: 02/11/2024
Complaint: 21237887
I am rejecting this response because:
Sincerely,
*********************************Initial Complaint
Date:02/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered a set of 4 appliances and a TV for a condo we own in **************, *******. When they came to install the appliances (Refrigerator, Stove, Oven, Microwave and Dishwasher), turned out the dishwasher didnt fit. We arranged for Brandsmart to pick it up and they were turned away because they failed to supply a Certificate of Insurance to the building. We asked for them to do so at least 7 times and they said they would and never did so building manager would not let pick it up. They tried another time with my wife waiting over an hour for them to come and they never showed up when they said.We finally got so fed up with Brandsmart not supplying the *** that we went to store in *************** and got a physical copy of document. We scheduled a new pickup time with a customer service manager for Friday, Feb 2 and when we called to confirm time, they said they didnt have us in the system.I have now wasted many hours of my and my wives time dealing with a simple pickup that Brandsmart claims has had problems because of system issues. This is completely unacceptable and I am tired of dealing with them.If they cant in good faith come and pick up the appliance that doesnt fit, I am calling the credit card company to refund our money and not going to waste my time with Brandsmart anymore.This has been a horrible customer experience and wanted to alert the BBB of Brandsmarts inability to get this done.Business Response
Date: 02/09/2024
In regard to BBB complaint 21237332
Thank you for the opportunity to respond to the customers complaint.
We sincerely apologize for the inconvenience this has caused and scheduled a pickup for this customer for Monday 02/12/2024.
We will follow up with this order and ensure the refund is issued as soon as we receive this item back to our warehouse.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***********************
Manager Customer Operations
********************** ******Initial Complaint
Date:01/28/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a dishwasher that leaked. BrandsMart sent a repair person 3 times but now refuse to honor the warrantyBusiness Response
Date: 01/30/2024
In regard to BBB complaint 21210940
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service manager's are in contact with the customer and in the process of getting this unit repaired. We have contacted a 3rd party installation company so that they may assist with uninstalling this unit and installing it back once repaired.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** ******Customer Answer
Date: 01/31/2024
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
Date:01/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an online order with a total of four TVs . Three were delivered . I opened the TVs 3 days later when the cable company arrived . Upon opening one tv I discovered the screen was cracked in the bottom corner . I called Brandsmart and sent them pictures of the damaged item . I received many emails saying the back ordered tv was being delivered alongside the replacement tv. I got an email stating that the tvs were delivered and my signature was forged . No TVs were delivered and Id like them to pick up the broken one and refund the back ordered . This company has no supervisor to rectify the issue. No one at the company has formerly started the refund process nor are they even acknowledging the broken tv . Meanwhile, the charges on my cc is posted and have been paid . Of course , Im disputing this with my cc company but foremost someone has to be made aware of the conditions of customer service and the complete disregard that they are a company who have collected moneys for a service and product that neither were met or delivered.Business Response
Date: 02/06/2024
In regard to BBB complaint 21209148
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have already issued a refund to the method of payment for the or the missing television.
We have also scheduled a pick-up for 02/08/2024 for the damaged unit and will be refunded as soon as we receive it in our warehouse.
Any further questions or concerns, please direct them to my attention,
Yours truly,
***********************
Manager Customer Operations
********************** ******
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