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.
- 119 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:12/18/2024
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.
The Television set was purchased in mid-September 2024. In about a month, the set started showing liquid streaming from the top of the set. I reached out to Brands-Mart who informs me that there nothing they could do. However, I was advised to reach out to the ************************** that covers the set for $ 175 for three (3) years. This was ********' last response to me" Thank you for your email to Philips Customer Care.The case was reviewed by management. As advised by management, the pictures clearly show physical damage. If the TV was damaged new in box, this should be reported to the store as concealed damage for them to swap out the unit. If this was a purchased floor model or refurbished, the store may have sold the TV as-is. Our manufacturer warranty does not cover any physical damages.Should you have other inquiries or concerns, you may contact us again and refer to the case number INC571934.We appreciate your continued support to ******* products
Business Response
Date: 12/31/2024
In regard to BBB complaint 22673022
Thank you for the opportunity to respond to the customers complaint.
We have reached out to the manufacture and was able to get an approval to replace the television for this customer.
Unfortunately we are not able to get in contact with the customer since the voice mail box is full for us to leave a message.
We have also emailed the customer with the date for exchange on this order.
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
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: 12/31/2024
Good day:
I did review the email message from BrandsMart having reached to the manufacturer.
I will accept a new *************************** set as a replacement for the damaged set.
Thank you
***** **********
Initial Complaint
Date:12/17/2024
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 a ******* kitchen appliance package in July and was told of the promotion to receive a manufactures rebate of $500 and a store rebate of $300. I received the ******* rebate and have still not received the Brandsmart one. I have been in contact with one of the managers for months to get this issue resolved. I had to email her 2-3 times just to get one email back and nothing had happened. They use a third party to submit their claims and she said she sent over my information on October 8 to the rebate company. I contacted the company and they told me theres no record of any of my information being submitted for this claim and the deadline has passed and to contact the store. I contacted the store and told the manager and all she did was send an email. I should not be chasing a company for 5 months over a $300 rebate. At this point I would like a $300 credit to my credit card and call it a day.Business Response
Date: 12/24/2024
In regard to BBB complaint 22701916
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 the rebate center.
We see that this rebate was already approve and customer should be receiving the rebate in the next two to three weeks.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 12/27/2024
Complaint: 22701916
I am rejecting this response because:
The manager ******* ********* at the *************** location has not contacted me regarding my rebate being submitted and or approved. I dont know if there was resolution and she has not relayed the information but I have had no contact with her stating that this issue has been taken care of.
Here is her email address
***************************************************************************************
Sincerely,
******** ********Business Response
Date: 01/01/2025
In regard to BBB complaint 22701916
Thank you for the opportunity to respond to the customers complaint.
Our store managers have tried to reach out to the customer again and had to leave them a message.
We see that both of the customer's rebates are approved and will be receiving within a few weeks.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:12/11/2024
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.
I purchased a massage chair online on 12/2/2024 order #******** for $2342.99 I received an email that the chair will be delivered 12/11/2024 between 8.30-11.30 AM I took off from work and stayed home all day waiting for the chair that never arrived I called customer service and after spending lots of time on the phone, I was told that they actually do not even have this massage chair How can they sell and take my money for something that they dont even have. How can they send emails with tracking info for a delivery for a product that they dont even have Im beyond frustrated and had extreme inconvenience and lost of wages because of what they did. Not to mention that they used my money for 2 weeks, when I could have accrued interest on it They offered a full refund, which I have not received yet, but I would request that they pay for my inconvenience, list wage, and interest lostBusiness Response
Date: 12/22/2024
In regard to BBB complaint 22674518
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.Initial Complaint
Date:12/09/2024
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 2 Microwaves in August 2024. Each with Mail in Rebate of $60 . Followed process as told to me by sales person to receive mail in rebate . Submitted rebate in August 2024 . I have not yet received rebate and when I contacted microwave company about rebate they stated mail in rebate was already mailed and the other rebate was denied.Misleading Customers on pricing and improper sales tactics from both brandsmart and ******* microwave company.Business Response
Date: 12/22/2024
In regard to BBB complaint 22659980
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we and have already issued a refund for the 2nd rebate 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: 01/02/2025
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:12/06/2024
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 a tv on December 3 during a cyber Monday promotion. The order was confirmed and I was called for a scheduled delivery on Friday, December 6. Thursday evening, December 5 I was called and told the delivery way cancelled and the item was out of stock. The representative then told me I would be given the newer model for the same cost. Today on Friday December 6 the order was cancelled and I was told I would have to place a new order and pay the higher price. I would have purchased from another retailer if I had known the hassle I would go through, but now all of the sales are over and Im not able to buy the same tv at the lower price.Business Response
Date: 12/17/2024
In regard to BBB complaint 22652210
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have already contacted the customer and have offered 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: 12/17/2024
Complaint: 22652210
I am rejecting this response because:I received a call stating they would now allow me to purchase the newer model of the tv and they would credit the difference to match the cyber Monday sale. However, when I go online to purchase the newer model of the TV it says out of stock online. I cant help but think they are just trying to drag this so I will give up.
Sincerely,
******* *****Business Response
Date: 12/24/2024
In regard to BBB complaint 22652210
Thank you for the opportunity to respond to the customers complaint.
We apologize for this issue, we see that the new model is in stock and available to be purchased on our website at this time.
We have left a few messages with solutions to the customer.
Any further questions or concerns, please direct them to my attention,
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:12/03/2024
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 over $3500 worth of furniture from the store. Upon receipt, the back of the couch has a rip. I've tried to report it numerous times and was told, they would file a claim. No one is responding and no resolution has been reached. The company has not attempted to fix it. The couch that was damaged cost $680.Business Response
Date: 12/13/2024
In regard to BBB complaint 22634997
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have contacted the customer and was able to offer them an exchange on this unit.
We are waiting for the customer to contact us back as soon as they are back in town to schedule the exchange.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:12/01/2024
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 an outdoor umbrella online, I received it and went to install the umbrella and notice it was broken. I went to the store to return the item and also asked for my money back for shipping, they basically told me sorry I am SH out of luck, that is not the way to treat a customer, they could have given me a strong credit, not my fault that the umbrella was cheap garbage. I want a full refund for my shipping charges.Business Response
Date: 12/09/2024
In regard to BBB complaint 22625285
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 ****** account.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:11/28/2024
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 a Beats Fit Pro headphone set from Brandsmart because I lost my headphones. My headphones were found hours later, and I returned the newly purchased headphones hours later for a refund. The manager (**** ******) asked if I had the packaging of the box and I informed him that I did not. I informed him that the serial number for the headphones would match the receipt. The manager must not have liked my reply because he informed me that he would take 20 percent off the price, and I informed him that I just purchased the headphones a few hours before. Then, he became more defensive and informed me that he, as the manager, had the authority not to offer a refund at all. I informed the manager that I would make a complaint and seek to resolve this matter at a higher level. I believe that he lacked professionalism, and his customer service was selective in customers since other customers were returning items with open boxes without retaliatory behavior. I seek a refund for my purchase and request that Mr. ****** be retrained to give good customer service without retaliation.Business Response
Date: 12/04/2024
In regard to BBB complaint 22615017
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, We regret to inform that we cannot accept returns on Apple/Beats headphones without their packaging.
We apologize for any inconvenience this may cause.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:11/27/2024
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 purchased a Premium Beverage freezer on 02/04/24 which still has the manufacturer warranty. However the freezer is not getting cold only blowing hot air i have made several attempts to get the freezer repaired i spoke to a gentleman he said he couldn't get anyone out to fix it it would be replaced this been 3 weeks ago to this day and still getting the run around i do have a 4 year warranty on this beverage freezer as well if I have all this warranty why is it so hard to get my freezer either repaired or a new one?Business Response
Date: 12/04/2024
In regard to BBB complaint 22612077
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have already contacted the customer and have issued an exchange on 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:11/25/2024
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.
I bought a double wall oven from them in June of this year. Since it was installed I have had nothing but issues. I am a ***** and use the oven daily. the doors will come ajar mid use and the exterior gets so hot that you burn yourself. The service department is an absolute joke, all they do is send emails to managers that are never answered. They also refuse to let you speak to a manager as they say there are none on duty. After having a technician come and diagnosed the problem over a month ago I called 11/18/2024 to see what was going on. I was told my service appointment would be the following day and to expect a phone call that evening with a time. I never received a call but waited at my home all day, no one ever showed. The following day I call again and am told that a technician was at my hom and knocked but there was no answer, which is a blatant lie as I live in a gated community where access is only granted with my permission. The service department has sent 3 emails now with no response. I call again today and am told that not all the parts are in. All they do is take your money and give you the run around. This company does not stand behind its products.Business Response
Date: 12/09/2024
In regard to BBB complaint 22604282
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue our service managers are working on this issue the customer and the manufacture.
Unfortunately the manufacture denied our request for a return authorization on this unit, we are currently still waiting for the parts so that we may complete this repair for the customer.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 12/09/2024
Still have not heard back from any managersCustomer Answer
Date: 12/09/2024
Complaint: 22604282
Still have not heard back from any managers.
Sincerely,
******* *****Business Response
Date: 12/17/2024
In regard to BBB complaint 22604282
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, We were able to get the manufacture to approve an exchange on this unit for the customer.
We have already contacted the customer and left them a message to contact us back or visit one of our locations for an exchange.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.
Customer Answer
Date: 03/10/2025
Complaint: 22604282
I have previously filed a complaint on this matter, which i thought was resolved as I was granted a replacement. I went into the *************** store to order a replacement on December 26, 2024. I was told a 5 week wait as it was special order. 5 weeks has turned into 10 and I am still without an oven. I try calling and all they do is transfer me from one department to the next.
Sincerely,
******* *****Business Response
Date: 03/17/2025
In regard to BBB complaint 22604282
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue again, our store management is trying to contact the customer and have left a few messages.
We do have the replacement unit in stock and are waiting for the customer for a delivery date.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 03/19/2025
Complaint: 22604282
I am rejecting this response because:I was on the phone three times last week with brandsmart. The last call I was informed that I need to have the oven uninstalled before they will deliver the new one. I have paid once to have the broken oven that they have sent me installed already. Now I am expected to pay to have it uninstalled and then pay again to have it reinstalled. There is no way that I can uninstall an oven that took 3 grown men to install due to how heavy this oven is. The last time I spoke with someone at brandsmart I was told a manager would call me back that they were in a meeting. That was Thursday last week. It is now almost a week later and I still haven't heard from that manager. It is unacceptable that I have to pay 3 times to have an oven installed and uninstalled. The new oven i selected is also less expensive then the oven that I have already paid in full and I am not being credited the difference.
Sincerely,
******* *****Business Response
Date: 04/01/2025
In regard to BBB complaint 22604282
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have contacted this customer and have taken 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.Customer Answer
Date: 04/07/2025
Complaint: 22604282
I am rejecting this response because:***** was very helpful and I had high hopes that this would finally be resolved unfortunately that is not the case. We had made arrangements that the oven would be picked up, delivered and the new one reinstalled. I had the appointment scheduled for today. I just received a phone call from the installation company that brandsmart would not or did not pull the oven from them to collect. Also last week they attempted to deliver the oven to my home when I was out of state even though I had called once again and told the lady the arrangements and they they were not delivering the oven. She assured me she would cancel the delivery but she failed to do so.
Sincerely,
******* *****Business Response
Date: 04/15/2025
In regard to BBB complaint 22604282Thank you for the opportunity to respond to the customers complaint.
We see that the new unit was delivered and installed for the customer on 04/10/2025 by Tri county installations.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/15/2025
Hello, the oven was installed and there are no issues. I just need to know if I will be credited the difference in the price I originally paid.
Thank you
Customer Answer
Date: 04/16/2025
Complaint: 22604282Hello, the oven was installed and there are no issues. I just need to know if I will be credited the difference in the price I originally paid.
Thank you
Sincerely,
******* *****Business Response
Date: 04/18/2025
In regard to BBB complaint 22604282Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that a refund of $166.91 was issued back to the customer's ******************** credit card.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/21/2025
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,
******* *****
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