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

  4815 S State Road 7 Davie, FL 33314-5646

  
• 

  BrandsMart USA

  7260 N Kendall Dr Miami, FL 33156-7822

  
• 

  BrandsMart USA

  10 S Compass Way Dania Beach, FL 33004-2371

  
• 

  BrandsMart USA

  821 SW Natura Blvd Deerfield Beach, FL 33441-3201

  

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:01/14/2025

  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.

  Hi,I made a purchase on 12/30/24 of a washer and the washer was delivered and installed to the wall. However, the day of the purchase, they sold and charge me a Delivery combo to stack my dryer on top of the new washer. The delivery men said we did not order a staking kit. I told them that i did not know that was not part of the order. I called the order and the salesperson said they did not sale me the part because the store did not have it in stock and i said why did you charge me then for stacking the appliance.The salesperson advise to purchase the piece on my own and i did and advised her i had the piece. She said once i had it, i called the store and the supervisor will create a new ticket to finish the job. I have called on 1-4-25 at least 6 time to follow up on the matter, they put me on hold and then hang up the call. This is ridiculous. I need the situation resolve, i have had the washer and dryer both in the middle on the hallway of my house since the delivery.Worse customer service.

  

  Business Response

  Date: 01/18/2025

   

  In regard to BBB complaint 22809395

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

  We apologize for the issue and have already contacted the customer and installed the washer and dryer for them. 

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

  
  
  Yours truly,
  

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

  Customer Answer

  Date: 01/20/2025

   
  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,
  
  ***** *******

  Customer Answer

  Date: 01/20/2025

  The business has resolve the issue.  The job was completed on Friday, January 17, 2025.  

  Thank you.

   

• Initial Complaint

  Date:01/14/2025

  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.

  I am filing a complaint against BrandsMart due to their unethical practices and failure to resolve an issue with a faulty couch I purchased from them.When I bought the couch, I was forced to purchase an insurance policy because I was told that, as a floor model, it would not last without it. This was not presented as an option but as a requirement. Shortly after, the couch stopped working, and I began reaching out to BrandsMart for assistance. After months of calls, they finally sent a technician who confirmed the issue and said a part needed to be ********** has now been several more months, and despite numerous follow-ups, nothing has been resolved. I have been left with no choice but to purchase another couch because BrandsMart has failed to honor their commitments under the insurance plan.This situation feels like a scam. I was forced to buy insurance for a product they admitted was unreliable, only to have them fail to provide the service I paid for. I am requesting a full refund for both the couch and the insurance, as their actions are completely unacceptable.Thank you for your assistance in resolving this matter.

  

  Business Response

  Date: 01/15/2025

   

  In regard to BBB complaint 22808294

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

  We apologize for the issue, we see that we have two open credits for this customer since 10/03/2024 for a replacement furniture. 

  We have attempted to contact the customer and have left few voice mails for them to contact us back for a replacement unit. 

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

  
  Yours truly,

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

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22808294
  
  I am rejecting this response because:
  I called to request a couch repair. You called to schedule an appointment, which u attended. I called again to inquire about the third-party company handling the repair. They keep informing me that theyre waiting for a part, so Im left with no choice but to either request a refund or replace the couch. Its been months, and I shouldnt have to live without a couch for so long because you cant fix it. You were able to contact me easily, and Im the one requesting the repair. Why wouldnt I pick up my phone and come here to file a complaint? Youre insulting my intelligence. I need my money back immediately, and Ill file a complaint against your business because this is a recurring issue where your company refuses to provide the service that was paid for.
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/21/2025

   

  In regard to BBB complaint 22808294

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

  We were able to get in touch with the customer, they have visited our store *************** location and was able to receive a store value card for the credit that the warranty company offered them. 

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

  
  Yours truly,
  

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

  Customer Answer

  Date: 01/21/2025

   
  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:01/13/2025

  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 ordered a massage chair on 01/01 to be delivered on January 4th. On January 3d i confirmed delivery. Then on january 4th i was contacted and told the truck was running late but my chair would be delivered. I never heard back from the company again and i never received the chair. On 01/06 I contacted the store and was told to contact customer service online. I contacted customer service again on 1/09 and was told they seen i ordered the chair but it was not scheduled for delivery for some odd reason. So they would schedule for Monday 1/13. I confirmed delivery on sunday 1/12 for delivery on 1/13 between 8 and 12. The chair was not delivered again. I contact customer service to be put on hold for 15 mins to be told the same thing for some reason the chair was not on the truck to be delivered. I explained the situation to customer service and with no help was told i couldnt speak to a supervior and my information would be transferred. Im going on two weeks after payment with no chair and i have had to take off of wotk with no pay twice to be home for the chair not to be delivered. Either deliver the chair or return the money. This is outrageous that i have to report this to BBB to get assistance

  

  Business Response

  Date: 01/15/2025

   

  In regard to BBB complaint 22804232

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

  We apologize for the issue, we have confirmed that this unit was delivered to the customer on 01/14/2025. 

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

  
  Yours truly,
  

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

• Initial Complaint

  Date:01/04/2025

  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 a microwave from BrandsMart on 12/18/24 was told once that purchased it I had to pay $119.99 for installation for outside company that's affiliated with BrandsMart . I called ********** installation. I called on 12/20/24 to set up appointment , ****** told me that they were overbooked they don't have anything until January ****** so I accepted the offer. they called me the day before & told me I supposed to have called them the day before to confirm the delivery so the fact that they did not hear from me I did not get my delivery no one called me try to reach out to me or reschedule or anything I call the next morning on Jan./ 3/25 & I spoke with ************ told me the drivers were already gone and they cant make the delivery .she can make another delivery for January 16th 2025 I told her Friday was my last day off of work because I was on vacation and I really needed to get that delivered today she said cant be done until the 16th so I scheduled for the 16th & I was told by her to see if I can find somebody to sit there for the delivery because I will be working all the way to 7:00 p.m. at night they don't work after 5:00 when I get off of work today on Jan. 3rd I decided to go get a refund from BrandsMart because it was bad customer service I asked ****** this morning I said why can't they deliver the microwave today & asked her where was my microwave ****** told me my microwave was at BrandsMart so I said okay that's good I'll just go there and get a refund & go purchase it somewhere else I went to customer service at ********************** tonight which was ************* spoke with ******** at the customer service desk he called the delivery manager at *** & the delivery manager told him that he had to figure this out because my microwave was on the truck so if my microwave is on the truck why couldn't they deliver it to me the company is lying to the customer I want my $330.62 asap refunded to me. I don't know why would take so long to get a delivery

  

  Business Response

  Date: 01/14/2025

   

  In regard to BBB complaint 22766507

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

  We apologize for the issue and have already issued a refund back to the customers method of payment. 

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

  
  Yours truly,

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

  Customer Answer

  Date: 01/14/2025

   
  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:12/30/2024

  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.

  They have a terrible return policy, and their customer service is lacking as well. Today, I purchased a pair of Apple AirPods, but when I tried them, I realized something was wrong. I attempted to return them within an hour of purchase, but my request was denied. They did not mention anything about a zero-day return policy at the time of purchase; if they had informed me beforehand, I would never have bought the items from them. Other retailers like ******, Best Buy, *******, and ***** have return policies for the same product, but this store does ******* they are telling me to go to ********** for assistance.Receipt # **********

  

  Business Response

  Date: 12/31/2024

   

  In regard to BBB complaint 22748509 

  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 was able to offer them a solution. 

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

  
  Yours truly,

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

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22748509
  
  I am rejecting this response because:

  1. Store Manager, was playing blame game, he was blaming the *****, which doesn't make sense. Because ***** products sales in *******, Best buy and ****** too.

  2. Store Manager told me to get a return authorization form which is unreal because ***** customer care rap told me, they do not issue return authorization. Also, return authorization suppose come from actual purchase place.

  3. After I bought this I am running around with item, as a customer I shouldn't go through all this. Even, the item was defective, now they send to repair. I believe the business suppose compensated me for all the hassle not playing blaming game. 

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

  

  Business Response

  Date: 01/14/2025

   

  In regard to BBB complaint 22748509

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

  We apologize for the issue, our store managers have contacted the customer again and apologize for the issue. 

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

  
  Yours truly,
  

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

• Initial Complaint

  Date:12/30/2024

  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.

  Please see the attached letter for full details of my complaint and concern on the ******* Microwave I purchased from ********* that has a manufacturing defect in their ventilation motor and they are not doing anything about it. They tell me they will come out then don't, they tell me someone will call and they don't. Today they said the corporate office would call and they didn't. LIES LIES LIES to the consumer! I also have a video showing the defective vent feature.

  

  Business Response

  Date: 12/31/2024

   

  In regard to BBB complaint 22748330

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

  We apologize for the issue and have already contacted the customer and was able to offer them a solution. 

  We are currently waiting for the customer to visit our local store locations so that they may can re select. 

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

  
  Yours truly,
  

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

  Customer Answer

  Date: 01/02/2025

  I am awaiting the final outcome of the resolution.  I have selected a replacement from Brandsmart and waiting for the confirmation of the delivery and install of new microwave.  Once that happens and I can be sure I have a properly working microwave then at that time I can be satisfied and consider this matter closed but not until I receive my new replacement.  Right now the problem is still awaiting correction and completion by Brandsmart.  Thank you 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22748330
  
  I am awaiting the final outcome of the resolution.  I have selected a replacement from Brandsmart and waiting for the confirmation of the delivery and install of new microwave.  Once that happens and I can be sure I have a properly working microwave then at that time I can be satisfied and consider this matter closed but not until I receive my new replacement.  Right now the problem is still awaiting correction and completion by Brandsmart.  Thank you
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 01/03/2025

  I never said that I was not satisfied?? You wanted me to accept that my complaint was satisfied and closed and I said I could not do that at this time as I was still waiting for the store to complete my exchange.  Just because the store called me and said come in and pick something out does not mean that everything has been corrected.  I still need them to show up with what I picked out, they still need to remove my defective microwave and they still need to install a new "working" microwave so the complaint should still remain open until the job is complete and then YES the complaint would be satisfied.  You are asking me to sign off before it's complete??  This file should NOT be CLOSED it's still pending the store correction.  

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22748330
  
  Brandsmart had to replace a microwave I bought from them that was defective. It was the 2nd one that had a manufacturing defect on the exhaust. I told them 3 days after I bought it and they were giving me the run around so I contacted BBB and you all stepped in and got them to replace it and they sent servicemen to install the new one which was a NIGHTMARE once again. I only needed a simple microwave installed above my stove and instead, I got workers who damaged my front door trying to bring in the new microwave and remove the old one. Please see more details of the complaint on my attached as well as photos. They know this happened and they are trying to get out of taking responsibility. My daughter was home in the house that night and she is a witness to these men as when they arrived how they were like a bull in a china store no regard for anything.
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 02/22/2025

   

  
  In regard to BBB complaint 22748330
  

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

  We apologize for the issue, we have already exchanged the microwave for the customer. 
  

  Customer opened a Home damage claim and the claim was denied by the Claim examiner. 
  

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

  
  Yours truly,
  

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

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22748330
  
  I am rejecting this response because Brandsmart sent in service men to install a microwave and the men dented my front door with their handtruck.  I contacted Brandsmart immediately upon the men leaving that night and gave them pictures and they are refusing to take responsibility.  It's been a nightmare dealing with this company as they never want to address their damaged items, they never want to cover their warrenty items and now they don't want to take responsibility for damage to my door from their service men!  You will see from my attached emails from Jan. 8th at 6pm me complaining that I waited and waited and no men showed up.  After my email about 30 mins later 2 guys showed up.  You will see from my next email "Immediately" after the men left another email of my complaint to ***** at 7:46pm confirming the men just left and my door was damaged with a picture.  They are seriously going to try and not take blame for this with all my documentation and timelines of the night!  Are you kidding me.....  This is a total scam and fraud for a company to try and treat a customer like this who simply went to the store one day to buy a microwave and was treated like trash.  If I was a man I am sure that we would not be having this conversation but because I am a single woman they think I am an easy target to take advantage of.  I want a resolution and will not accept anything less, Brandsmart's service men DAMAGED my door, I have plenty of evidence, communication and timelines of the full event that took place. 
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 03/17/2025

  I have yet to hear back from anyone and it's been over 10 days since I sent my reply that I was not accepting BrandsMart position that they don't want to take responsibility for my damaged door.  They were notified immediately that night and I have emails that are time stamped showing the proof.  They want to pick on small time customers because they are a big **********************. I wonder how many more people will come out of the woodwork when my claim goes out to the press that they damage peoples property and then do nothing about it.  I'm sure I am not alone as it only takes one to open up a can of worms when consumers have been wronged by a big company.  Even class action lawsuits are started this very same way. Just takes one person.  I didn't ask for my door to be smashed..... ************ man knows he did it but he's not going to admit it because he would be fired so they try to say it never happened, well it did and my emails prove that it did by the time I emailed and when the men left my house that night!  I could win a court case all day long with my documentation and then I will get courts costs on top of my damage repair costs. 

• Initial Complaint

  Date:12/26/2024

  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 ordered a washer and dryer set on 12/5/24 for delivery 12/9/24 (Monday) online. On 12/8/24 I was called and told the dryer was unavailable until the end of that week. The washer and installation parts were delivered on 12/9/24. I called customer service on 12/13/24 and was told I would get a same day call back with an update. No callback. I called again 12/17/24 and was once again told I would receive a same day callback. No call back. Called again the 18th and 19th with no callback. 12/19 I was told it would deliver 12/23 and I would get a text confirming on 12/22. No text. Called 12/23, it was never scheduled I was then told I had a scheduled delivery 12/26. This time I confirmed delivery for 10am-2pm 12/26. Got a voicemail 12/26 am and was told it was cancelled as they don't have the dryer but it will be here within a week. I called back and was rudely told that I couldn't be helped. No ability to ever speak to "****" the manager that **** keep naming. He never calls me back. I just want a solid date for the dryer which I have already paid for.

  

  Business Response

  Date: 12/31/2024

   

  In regard to BBB complaint 22734427

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

  We apologize for the issue, We have contacted the customer. 

  At this time the customer has agreed to wait for the item to be arrived in stock for there delivery. 

  We will be contacting the customer as soon as this unit is available for delivery. 

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

  
  Yours truly,

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

  Customer Answer

  Date: 01/13/2025

   
  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,
  
  ******* *******

  Customer Answer

  Date: 01/30/2025

  After the resolution not coming to pass. I tried to initiate a return. I was promised to receive a pickup notice today for the item which was delivered and once again am in the boat of no notice. I want the delivered it lem picked up Asap and a full refund. I am going to be disputing the charge with my credit card company.

  

  Business Response

  Date: 02/01/2025

   

  In regard to BBB complaint 22734427

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

  We apologize for this issue, our online sales managers have contacted the customer and have agreed to pick up the washer and issue a full refund back to their method of payment.  

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

  
  
  Yours truly,

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

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22734427
  
  I am rejecting this response because:
  Brandsmart came to pick up the items that had already been delivered but would not take the hoses to the washer. I requested a full cancellation/ return/ refund of the order and pickup on 3 separate occasions now. I will resolve this if brandsmart refunds the washer (which was picked up) as well as the hoses which the drivers should have also picked up but refused because they said it was not on their orders for pickup. I was previously told by a *** that I would have to have both ready for this pickup. This is getting ridiculous if you wouldn't call it that previously.

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

  

  Business Response

  Date: 02/07/2025

   

  In regard to BBB complaint 22734427

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

  We apologize for the issue and have already issued a refund back to they customer's method of payment. 

  This may take three to five business days for the customer's bank to post the credit back to their account. 

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

  Yours truly,

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

  Customer Answer

  Date: 02/07/2025

   
  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:12/23/2024

  Type:Order 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 purchased a furniture on the store on the date 06/06/2024 for the amount of $1404.*8 . I have put warranty on this furniture * months later the furniture broke i call the store they send me to the warranty H*2*0*2*5*9*0*0*5*9*2H i ben * months dealing with the warranty H*2*0*2*5*9*0*0*5*9*2H back and fower and they dont want to help me they want me to call the store and the store wants me to call the warranty H*2*0*2*5*9*0*0*5*9*2H

  

  Business Response

  Date: 12/31/2024

   

  In regard to BBB complaint 22726352

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

  We apologize for the issue, our service managers are trying to reach out to the customer. We have set up a service call for the customer to have the parts install.  

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

  Yours truly,

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

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22726352
  
  I am rejecting this response because:
  I have waited more than 3 months for this service and still havent have a solution. I will like the sofa to be replace for a new one not repair
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/07/2025

   

  In regard to BBB complaint 22726352

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

  We have send the customer's information to the warranty ********************** for further review.  Unfortunately we are not able to offers exchanges unless the warranty company approves it for the customer.  

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

  
  Yours truly,
  

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

• Initial Complaint

  Date:12/19/2024

  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 September 20, 2024 I purchased the TV from Brandsmart USA to be installed. I was out of town when the TV was installed. My girlfriend was working from home so she would check with the technicians upon installation from time to time.. when I came home to my surprise, Ive noticed that there were a lot of discrepancies in the installation. The power cord was just hanging, and none of the wires were done correctly if at all. I called Brandsmart USA and told them I was unsatisfied with the installation and they rescheduled for the technicians to come back out. The technicians came back out. It felt as if they were very defensive and they didnt really want to resolve the problem or any of my concerns. I called Brandsmart USA. I told them that we were not getting anywhere and I wanted another technician to come out to fix the problem. A representative from Brandsmart USA said these were the only technicians that they had at the time being. After day zone in of calling them and asking them to send someone out, they finally concluded by giving me a refund for installation, which didnt resolve the liability in which they created in my home. Moving forward on December 10, 2024 at about 1 AM me and my girlfriend were awaken by the sound of a crashing television on our bedroom table. I have made several attempts in addressing this matter with management, but to no avail on their part, I have been made false promises in resolving this matter and have yet to hear anything in regards to resolving this liability. There seems to be no level of accountability at Brandsmart USA. This is a matter that I have been trying to resolve for going on three months. I have spoken to ****** and also to ****, who have assured me that we would resolve this matter. I am sad and as a consumer for having to go through this, especially with Brandsmart USA considering me and my family are long time customers of **********************. With this purchase, II am deeply disappointed.

  

  Business Response

  Date: 12/31/2024

   

  In regard to BBB complaint 22709896

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

  We apologize for the issue, we have already contacted the customer and assisted them with reinstalling this unit for them. 

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

  
  Yours truly,

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

  Customer Answer

  Date: 01/13/2025

  I am truly saddened by the level of professionalism of Brandsmart USA. There seems to be no level of accountability a matter that couldve been resolved in days took three months. The reinstallation was done at bare minimal I advised the technician that there was also a sound bar attached to the television and also came crashing down. Could you please reinstallthe sound bar? He stated that was not part of his job description I have yet to hear any word from management or any staff representative in reference to satisfaction. I honestly can say, considering my long history of many purchases from Brandsmart USA I will no longer be making any purchases due to my Most recent experience. It seems that customer service just doesnt exist at ********************** and I am truly saddened by that because I am a well seasoned customer I have made many purchases for many televisions. All I ever wanted was common courtesy. Do unto others as youd want to do on you? Im purchased the television in September 20 Through all the bickering and calling and sitting on hold and getting disconnected and getting misleading information It took finally three months and a third-party just to get their attention not because they wanted to fix the problem just because there was a third-party to oversee the matter .I am truly saddened Due to my most recent experience with Brandsmart USA. I will no longer be conducting any business with Brandsmart USA. I want management to reach out to me so we can get this matter situated. Yes they installed the television, but it took three months to do so and also a third-party to get involved so I am Truly saddened.

  Customer Answer

  Date: 01/14/2025

   
  Better Business Bureau:
  
  I am truly saddened by the level of professionalism of Brandsmart USA. There seems to be no level of accountability a matter that couldve been resolved in days took three months. The reinstallation was done at bare minimal I advised the technician that there was also a sound bar attached to the television and also came crashing down. Could you please reinstallthe sound bar? He stated that was not part of his job description I have yet to hear any word from management or any staff representative in reference to satisfaction. I honestly can say, considering my long history of many purchases from Brandsmart USA I will no longer be making any purchases due to my Most recent experience. It seems that customer service just doesnt exist at ********************** and I am truly saddened by that because I am a well seasoned customer I have made many purchases for many televisions. All I ever wanted was common courtesy. Do unto others as youd want to do on you? Im purchased the television in September 20 Through all the bickering and calling and sitting on hold and getting disconnected and getting misleading information It took finally three months and a third-party just to get their attention not because they wanted to fix the problem just because there was a third-party to oversee the matter .I am truly saddened Due to my most recent experience with Brandsmart USA. I will no longer be conducting any business with Brandsmart USA. I want management to reach out to me so we can get this matter situated. Yes they installed the television, but it took three months to do so and also a third-party to get involved so I am Truly saddened.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/18/2024

  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.

  I called Brandsmart for service repair on 12/10/2024 for a repair on my Washing machine. A repair technician visited my home and told my husband it needed order a part to that need replaced. On 12/13/2024 I called service and repair to find out the status of the repair,in which I was told they haven't received any information about the part to my understanding they had no idea what part I needed.Yes at this moment I am upset thinking it shouldn't take this long to look up the part but somehow during our conversation they found the part information needed and gave me a price but I have to pay for the part before they can service my Washer plus the labor,my husband paid $99.98 for the technician to look at it and now we have to pay an additional cost for labor. Not sure what is going on or is this really company policy. Can someone help me figure it out .I called again today 12/18/2024 to find they haven't received the part inSMH this has been a week I was told it shouldn't have taken no longer than 24 to 36 hours. Never received any paper work.

  

  Business Response

  Date: 12/24/2024

   

  In regard to BBB complaint 22703544

  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 was able to confirm that the repair was completed. 

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

  
  Yours truly,
  

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

  Customer Answer

  Date: 01/07/2025

   
  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,
  
  ******* ****