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.
- 127 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:02/25/2025
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 2/16/25, I purchased a sofa online from BrandsMart. Unfortunately, my experience has been nothing short of frustrating and unacceptable. I accidentally entered the wrong building# off by just one digit. The correct address is one building away. I realized my mistake upon receiving the delivery confirmation email on 2/18, before the scheduled delivery on 2/19. I immediately called to correct the mistake.After waiting on hold, I spoke to a **** and explained the situation. Instead of assisting me, she abruptly transferred my call without warning. The next **** I spoke with was extremely rude, dismissive, and unhelpful. Suggested I cancel my order and repurchase the sofa. When I expressed my frustration and asked for a more reasonable solution, he told me this type of mistake never happens and blamed me for the error, something I never denied. His lack of professionalism was unacceptable, and when I requested to speak with a manager, he refused and hung up on **** had to call back and wait on hold again. After much back and forth, I was finally connected to someone who claimed to be a manager. She told me that an address correction required approval but assured me that my delivery was still on schedule for February 19.However, on the evening of 2/18, I was told the sofa wasn't in stock and had to be shipped from the ** store. I had already noticed when I tried to purchase the item for pickup. It's unacceptable that I, as a customer, was aware of this inventory issue while the employee only noticed it the night before delivery.I was told my new delivery date would be 2/24. Once again, I took time off work twice. Yet, as of today, I have received no updates regarding my delivery, and I am unable to reach anyone for assistance.This entire experience has been exhausting, time-consuming, and entirely avoidable if BrandsMart had better processes in place. The lack of accountability, poor customer service, and complete disregard for my time are unacceptable.
Business Response
Date: 03/04/2025
In regard to BBB complaint 22987215
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have already contacted the customer and completed the delivery for them.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:02/24/2025
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 refrigerator with a 4-year warranty in 2021. On 02/01/2025, the refrigerator stopped working, and I contacted BrandsMart. They scheduled a service with ************************** for 02/03/2025, but no one showed up. After contacting BrandsMart, they rescheduled with their own service. On 02/06/2025, a technician, *******, diagnosed the issue as the compressor and said parts would arrive in about 5 days. On 02/12/2025, **** showed up without parts, apologized, and promised to order them. On 02/20/2025, **** rescheduled for 02/21/2025, but I couldnt make that time. He moved it to 02/24/2025. On 02/24/2025, I was told the service was canceled due to no available technician. Despite multiple attempts to schedule, BrandsMart has not resolved the issue. It's been 24 days, and my refrigerator is still not fixed.The customer service *** sent emails to the supervisor "Gio" who never called me back previously & so I was sure I wouldn't receive a call back this time either. I have called out multiple days including today to accommodate to BrandsMart Service schedules & they will cancel or not order parts forcing me to continue to wait & call out of work. I am afraid that I will have to call out again only to once more be told the service is canceled or the parts haven't arrived or maybe haven't even been ordered. This has been a horrible experience. Today 24 days after my refrigerator stopped working, my ********** still have not been helped. I am afraid that even with them attempting to ***lace the compressor on the refrigerator, that this refrigerator is faulty, and I will have to deal with this lack of service once again.Business Response
Date: 03/11/2025
In regard to BBB complaint 22981761
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 was able to complete the repair for them.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:02/19/2025
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.
This is my third purchase from the Stockbridge Brandsmart Location, every single order I have placed the delivery is horrible not due to the divers but the items I purchased are never all delivered together its either one piece, only parts, one washer no dryer etc etc. with no call prior to notify me that these things are occurring. Also I ask prior to purchasing if the product is in stock while in the store and no one communicates and when calling the so called corporate number they are horrible and rude, leaves you on hold etc etc. I would not advise anyone to shop here for anything that will require a delivery.Business Response
Date: 03/04/2025
In regard to BBB complaint 22961722
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 and was able to 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
Date:02/18/2025
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.
I am reaching out to formally report an issue regarding a brand new washer-dryer machine, I purchased from BrandsMart USA, manufactured by **********. This appliance was marketed to me by the saleswoman at BrandsMart, as one of the best in the ***. But to my disappointment, it started showing multiple error codes within the first month of use, forcing me to deal with constant stoppages by the washing machine. I bought it on November 30, and was delivered on December ******. After many calls, I had to go to the stores on February *******.Upon contacting BrandsMart, they sent a technician who said the computer system in the washer was defective. However, since more than two months had passed since my purchase, they refused to replace the unit, offering only a repair instead. I find this unacceptablehow can a brand-new, premium appliance need repairs within the first month?I was then advised by a BrandsMart store manager to contact **********, as the manufacturers warranty supposedly covers the product for one year. However, ********** has also refused to replace the unit, insisting on a repair instead. Despite my many protests, they have scheduled a technician visit to fix it. I feel that this treatment is unfair and deceptiveI should not be forced to repair something that was explained to me that was supposed to have been of extremely high quality.I feel misled, frustrated and taken advantage of by both BrandsMart and Electrolux. Their refusal to honor their commitments to customer satisfaction by providing a new replacement, instead, they have simply offered to repair it after less than one and a half months of use. I truly feel that this is unjust and unacceptable. Therefore, I am seeking your help as an intermediary to hold both companies accountable and resolve this issue fairly.Please let me know if you need further details regarding my case. Also, I appreciate your help to receive the quality and service they promised me.Business Response
Date: 02/28/2025
In regard to BBB complaint 22953633
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we were in contact with the customer and was able to exchange this unit for them.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:02/17/2025
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 personally drove to a Brandsmart store in ************** to get a free flyer to enter the contest that ends 2-17-2025. When i got the flyer there was no bar code to scan to enter the sweepstakes or entry number to manually put the numbers in to enter!!! Im very upset and im trying not to sue in this case. Also i called brandsmart and they too said i was right and that they are trying to look into why there is no barcodeBusiness Response
Date: 02/25/2025
In regard to BBB complaint 22952097
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, unfortunately only the flyers that are mailed to the customer's home has a QR Code and is eligible for the contest.
Our store managers are trying to get in touch with this customer so that we may add them to our mailing list.
Any further questions or concerns, please direct them to my attention .
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 03/13/2025
Subject: Formal Complaint Regarding Lack of Communication
I am writing to formally express my frustration and disappointment regarding the ongoing difficulty in reaching ***** ****** or any representative at your store. While Mr. ****** did leave me a voicemail, I have made several attempts to return his call using the number provided *************************). However, his voicemail is consistently full, making it impossible to leave a message or establish communication.
This level of inaccessibility is completely unacceptable, frustrating, and discouraging. Furthermore, I have been given a specific time frame by the Better Business Bureau (BBB) to connect with either Mr. ****** or a representative from your company, yet no one has reached out to me in a timely manner. I have been calling the store daily, but it has proven extremely difficult to reach anyone.
I request immediate action to resolve this issue. I expect a prompt response and a clear resolution to this matter. Additionally, I would like confirmation that this complaint has been documented for my records.
I appreciate your immediate attention to this issue and look forward to a swift resolution. Please respond at your earliest convenience.
Sincerely,
******* ******* R.N.Customer Answer
Date: 03/13/2025
Complaint: 22952097
I am rejecting this response because: Subject: Formal Complaint Regarding Lack of Communication
I am writing to formally express my frustration and disappointment regarding the ongoing difficulty in reaching ***** ****** or any representative at your store. While Mr. ****** did leave me a voicemail, I have made several attempts to return his call using the number provided *************************). However, his voicemail is consistently full, making it impossible to leave a message or establish communication.
This level of inaccessibility is completely unacceptable, frustrating, and discouraging. Furthermore, I have been given a specific time frame by the Better Business Bureau (BBB) to connect with either Mr. ****** or a representative from your company, yet no one has reached out to me in a timely manner. I have been calling the store daily, but it has proven extremely difficult to reach anyone.
I request immediate action to resolve this issue. I expect a prompt response and a clear resolution to this matter. Additionally, I would like confirmation that this complaint has been documented for my records.
I appreciate your immediate attention to this issue and look forward to a swift resolution. Please respond at your earliest convenience.
Sincerely,
******* ******* R.N.
Sincerely,
******* ******* **Customer Answer
Date: 03/16/2025
Subject: Request for a Phone Conversation Before Accepting Offer
Dear *****,
Before I proceed with accepting your offer, I would appreciate the opportunity to speak with you directly. You initially reached out to me via phone, and after receiving your voicemail, I have found it quite difficult to get in touch with you at your place of business. I believe it is both courteous and professional to have a brief conversation before moving forward.
The best time to reach me is in the morning, as I work the night shift. Since I understand that you typically arrive at work around 10 AM, I would be available to speak any time after that. Additionally, I wanted to mention that your voicemail appears to be full.
If, for any reason, I am unable to answer when you call, please try calling me back the same day. I appreciate your time and look forward to speaking with you soon.
Best regards,
******* *************** ************Business Response
Date: 03/20/2025
In regard to BBB complaint 22952097
Thank you for the opportunity to respond to the customers complaint.
Our store managers are in conversation with this customer and are waiting for the customer to visit the store location.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:02/17/2025
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 purchased stove approximately 2 years ago paid $1958.07 which included the 5 year extended warranty I called today and representative that I spoke to confirmed that warranty is still valid I explained that the control panel was coming apart and he said that it will not cover it to call back when Im not able to use stove and then call was dropped. When they sell you the warranty they explain that any damage is covered and now that theres a problem warranty does not want to honor it. Very disappointed with ******* stove very cheap. Dont know why brandsmart sells the extended warranty if they are not going to fix product.Business Response
Date: 02/28/2025
In regard to BBB complaint 22951368
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 are currently waiting for the parts for this unit.
As soon as we receive the parts we will be contacting them again to complete the repair.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 03/12/2025
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:02/13/2025
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.
Purchased a sectional on 10/10/24 and delivered on 10/19/2024z The same day I noticed it was defective and sent pictures to show proof. on 10/21/2024 they asked what side of the sectional was damaged. on 10/22/24 ****** said someone would get back to me . On Nov ******* a Company sent by Brandsmart came and took pictures and we also noticed that the sectional had two different colors.. On 12/2/2024 I I Iwent directly to Brandsmart and spoke with the manager and they said someone would get back to me. No one did.On 12/23/3024 called again and no one ever got back to me. On 1/13/2025 called again and spoke with Ibadan and she said the manager **** would get back to me and she never did. I sad always called Brandsmart Furniture Repair @************Business Response
Date: 02/22/2025
In regard to BBB complaint 22894862
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 and an exchange was created for them for 03/08/2025.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:02/10/2025
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 receiving Brandsmart mailers to my address under a different person's name. I request a stop to all mailers sent to my address. Attached is image of the mailer.Business Response
Date: 02/12/2025
In regard to BBB complaint 22924688
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have removed this address from our mailing list.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 02/12/2025
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:02/06/2025
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 two televisions online on November 29th for Black Friday from Brandsmart brand Element. They were on sale for $99.99 each. It took two weeks for the two televisions to arrive. Since my daugther recently gave birth and had complications I ordered the televisions online instead of buying it at the store. Since I was busy taking care of My daugther I didnt have the chance to check the condition of the televisions. The boxes came in teo boxes each and didnt think nothing would be wrong with them. The televisions we're a gift for family in My country and I went to test the two televisions and it turns out both screens are broken. When I turned them on there were lines on both televisions. When they are off You can't tell they are broken. I went to Brandsmart and they said for online orders you only have 15 days to return and they can't do anything about them. I also was told I won't get My money back. I understand that pne could be broken bit both of the televisions came broken. The reason I bought them on Black Friday was to save money. At the store there was no solucion. I disappointed and depressed because I Made a sacrifice and ended up loosing both My money and also Lost the opportunity to give it to My family members.Business Response
Date: 02/11/2025
In regard to BBB complaint 22909767
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we were in contact with the customer and was able to 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
Date:02/06/2025
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 March 13, *****, I paid $1390,97 for an ASHLY **** SECTIONAL sofa plus a 12-month home service warranty. The business said this insurance provides Upholstered Furniture (fabric leather ******************* repair for Single incident Accidental Damage 6 Handling (ADH): This Plan covers the following specific types of single-incident accidental damage from handling such as stains from food and beverage, dye transfer, breakage of the frame, puncture, seam separation, cuts or rips, etc. On Jan 25, 2025, after speaking with the customer service and warranty ********************** Complain # FP13548, I explained that the sofa has a Rip in it from the Velcro. They are refusing to repair it without even sending someone out to look at the issue.Business Response
Date: 02/11/2025
In regard to BBB complaint 22907755
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, We are in contact with the customer and have scheduled a service call under the manufacture warranty for them.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 02/13/2025
I have been contacted by **** and have scheduled a service appointment for Saturday morning, February 22, 2025. After the appointment, I will write to you again to inform you if the repair was completed satisfactorily.n...Customer Answer
Date: 02/18/2025
Complaint: 22907755
I have been contacted by TCFS and have scheduled a service appointment for Saturday morning, February 22, 2025. After the appointment, I will write to you again to inform you if the repair was completed satisfactorily.n...
Sincerely,
******* *******Business Response
Date: 02/27/2025
In regard to BBB complaint 22907755
Thank you for the opportunity to respond to the customers complaint.
Our service managers were in contact with the customer and was able to get the manufacture to cover the damage for them.
We are currently waiting for the manufacture to ship the parts to the customer so that we may complete the repair for them.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 03/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and I would like to inform you that the manufacturer has already shipped the required parts for the repair. Currently, I am awaiting BrandsMart to come and complete the necessary repairs. I have attached pictures to this email for reference.
Sincerely,
******* *******Customer Answer
Date: 03/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and I would like to inform you that the manufacturer has already shipped the required parts for the repair. Currently, I am awaiting BrandsMart to come and complete the necessary repairs. I have attached pictures to this email for reference.
Sincerely,
******* *******Customer Answer
Date: 03/07/2025
Good morning, please do not close the complaint ID ********, I'm still waiting for BrandsMart to do the repairs. ThanksCustomer Answer
Date: 03/07/2025
Good morning, Better Business Bureau,
Please do not close claim ID ********. I received the parts from the manufacturer two weeks ago (since Feb 25, 2025), but BrandsMart has not yet contacted me to schedule the repair. I have attempted to reach out to them without success. I am still waiting for BrandsMart to complete the repairs.
Please see the photos I sent you in the previous email,there you will see the box where the shipment was received and the dates. As well as the photo of the part of the sofa that has not yet been repaired.Thank you.
Business Response
Date: 03/12/2025
In regard to BBB complaint 22907755
Thank you for the opportunity to respond to the customers complaint.
Since the customer has the parts already, we have scheduled an appointment for the customer with the furniture repair ********************** for 03/15/2025.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 03/20/2025
Better Business Bureau:
I have reviewed the business's response regarding complaint ID ******** and confirm that the sectional sofa was repaired on 03/15/2025.
Sincerely,
******* *******
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