Complaints
This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 340 total complaints in the last 3 years.
- 117 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:05/26/2025
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 Friday May 16, 2025, I purchased a refrigerator from Brandsmart USA at the Kennesaw Location. I have had the refrigerator delivered twice with dents on both sides. I have no refrigerator and some how Brandsmart cant deliver a refrigerator without any dents. Furthermore, the delivery driver that attempted to deliver today was very rude to me and when I called the customer service number the agent was rude and hung up on me. So unacceptable and ridiculous. Now I have to wait another week to attempt to get a refrigerator already paid for delivered.
Business Response
Date: 06/03/2025
In regard to BBB complaint 23379019
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have confirmed that this delivery was completed for the customer on 06/02/2025.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 06/04/2025
Yes this was completed after the third attempt. The matter was addressed by Kennesaw store Ms. ****** *********. So I do appreciate her reaching out and offering to waive my hauling fee and delivery fee.
Thank you for your prompt response and offering to assist with additional fees.Customer Answer
Date: 06/05/2025
Better Business Bureau:
Yes this was completed after the third attempt. The matter was addressed by Kennesaw store Ms. ****** *********. So I do appreciate her reaching out and offering to waive my hauling fee and delivery fee.
Thank you for your prompt response and offering to assist with additional fees.
Sincerely,
******* *****Initial Complaint
Date:05/23/2025
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.
To whom this may concern, I placed an order for a television from BrandsmartUSA. I order a 75 inch TCL QM7 from the company 05/07/2025. I paid $999.99 for the television, $227.62 for shipping & handling, and $85.93 in sales tax. I was schedule for delivery from the companys shipping partner 05/12/2025. I ended up receiving broken merchandise and BrandsmartUSA customer support assisted with the return of the merchandise, but I am still waiting to be refunded. I was advised that as soon as the merchandise is scanned that I will receive a refund and I have confirmation from BrandsmartUSA freight delivery partner that the returned merchandise was received by BrandsmartUSA today at 9:10 am. I reached out to customer service to get confirmation of a refund timeframe and amount and they refused to give me the information I needed. I placed this order May 7th and it is nearing the end of the month and I have nothing to show for this purchase. I do not have the order I placed, the damaged merchandise, or a refund. Attached to this complaint I have my order confirmation email, the full email transcript I have with BrandsmartUSA customer service team, and the confirmation I received from their freight delivery partner that the merchandise was returned to their warehouse.Customer Answer
Date: 05/25/2025
Hello,
To whom this may concern I will like to thank your organization for helping to facilitate a resolution between me and BrandsMart LLC! Shortly after the complaint was sent to the company I received a notification that my return was processed and a full refund was disbursed. Thank you for escalating this issue with the company and assisting in resolving this dispute. Attached is the information showing that a member of the BrandsMart customer service team contacted me and processed a refund.
Business Response
Date: 05/26/2025
In regard to BBB complaint 23369895
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that the customer was issued a full refund on the same day that this unit scanned in to our distribution center.
This may take two to three 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: 05/26/2025
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:05/10/2025
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 an iPad on April 13 2025. I gave the cashier my credit card to pay for the item. I just discovered that brandsmart put the charge on my debit card instead of my credit card. This has caused me a headache because of your incompetence!!! I WILL NEVER SHOP AT BRANDSMART EVER AGAIN!!!!!!!!!!Business Response
Date: 05/13/2025
In regard to BBB complaint 23313284
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have already contacted the customer for a positive resolution.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Initial Complaint
Date:05/10/2025
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.
Oct 2022 - purchased Maytag model # MVW6200KW with warranty April 7, 2026 - called brand smart to have them come out and repair the washer April 9, 2025 - was the appointment but no one showed up April 10, 2025 - repair tech called and tried to diagnose over the phone and purchased a part to install in the washer April 15, 2025 - the repair tech was supposed to come and no show April 22, 2025 - called Brandsmart and advised that the part had delivered to the service tech May 4, 2025 - repair tech came but the new part did not work and stated that the washing machine will need to be replaced May 10, 2025 - called Brandsmart and they advised they are sending the same technicians on May 12th At this point, the washer needs to be replaced. Need a resolution quickly pleaseBusiness Response
Date: 05/20/2025
In regard to BBB complaint 23312925
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that this unit was repaired and is working up to the manufactures standard.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 05/20/2025
Complaint: 23312925
I am rejecting this response because: the washer has not been repaired. In fact, a second repair man came about a week ago and could not repair the machine. No one from Brandsmart has communicated to us.
Sincerely,
****** *******Business Response
Date: 05/23/2025
In regard to BBB complaint 23312925
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we were able to get the warranty company issue a credit for the customer.
Customer can visit anyone of our store locations to reselect a new unit.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 05/23/2025
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:05/07/2025
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.
Please delete all my personal information including any login information ***************Business Response
Date: 05/13/2025
In regard to BBB complaint 23297438
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue and have removed this customer's information from our system.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.ACustomer Answer
Date: 05/13/2025
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,
**** ****Initial Complaint
Date:05/06/2025
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 January 31, 2025, I had an Amana side-by-side water/ice maker refrigerator installed which was such a disaster I received a refund for the installation, and Brandsmart sent another team out to fix the initial problems a couple of days later. After approximately a month the water began to taste bad. I called Brandsmart who referred me to Flamingo Company, I never heard of. The guy came out said nothing he can do but I found out later he documented there may be a problem with the waterline. Brandsmart installed the water line, actually replaced the waterline since my previous refrigerator was side-by-side water/ice maker. I ordered a new filter paid $60.00 and only had the refrigerator for 2-3 months (those filters are suppose to last 6 months). When the door was opened at the bottom which houses the filter, a white plastic piece popped off preventing the filter from being removed. Flamingo came out again and since he could not fix the filter door he ordered a new part. Today 5/6/25 Flamingo came with the new part but determined that the water line installed by Brandsmart was installed to the hot water not the cold and was the main problem for the water tasting bad. I called Brandsmart and spoke with ****** a manager he was not helpful and transferred me to a lady who said someone will be in contact with me in a few days. The Flamingo tech today 5/6/25, could not install the new part until to waterline which was replaced by Brandsmart is corrected. From my understanding because Brandsmart installed the waterline to hot instead of cold could damage the refrigerator overtime. The way things stand I have bad tasting water, a broken door which houses the filter and waiting on someone to call me back.Business Response
Date: 05/19/2025
In regard to BBB complaint 23295622
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we were unable to get in touch with the customer and have left voice mails for them to contact us back.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 05/20/2025
Complaint: 23295622
I am rejecting this response because: my water is still tasting bad like well water and I purchased a new filter. I believe I was sold a bad refrigerator and it's been a nightmare since the day of installation
Sincerely,
******* ******Business Response
Date: 05/27/2025
In regard to BBB complaint 23295622
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we made multiple attempts to reach out to the customer and left a few voice mails to contact us back for assistance.
Unfortunately we were not able to get a hold of the customer.
Any further questions or concerns, please direct them to my attention.
Yours truly,
***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 05/27/2025
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:05/02/2025
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 July 21, 2024, I purchased a ******************** Loveseat and Sofa along with a 5-year extended furniture protection plan. According to the receipt and warranty terms, the first 12 months of warranty are supposed to be covered by the manufacturer, with any claims during that period handled by the store.Since purchasing the furniture, I have encountered an issue that falls within the manufacturer warranty period. I have made multiple visits to the store and have called the furniture department and manager several times, but I have received no meaningful assistance. Each time, I am told to call the extended warranty provider, who has clearly stated that their coverage does not begin until after the first year.This is unacceptable customer service, and I believe the store is intentionally refusing to honor the manufacturer warranty, despite being responsible for coordinating it.I would like the BBB to investigate this issue and request that BrandsMart provide proper support or repair/replacement service for the issue under the valid manufacturer warranty.Attached is a copy of my receipt for reference.Thank you for your time and assistance.Sincerely ******* *****Business Response
Date: 05/07/2025
In regard to BBB complaint 23279109
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that our store managers were in contact with the customer and a repair was completed on 05/06/2025.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.ACustomer Answer
Date: 05/20/2025
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,
******* *****Initial Complaint
Date:04/18/2025
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 April 10 2025 I had brandsmart repair service come out to give a diagnosis on that I have panel board broken and compressor the compressor is on guarantee for the 10 year they made me paid ****** they come to repair it and it was the only the compressor that was broken so they made paid for a part that was not installed all they installed was the compressor and has 10 years warrantyBusiness Response
Date: 04/22/2025
In regard to BBB complaint 23223233
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 have already refunded this 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: 04/22/2025
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:04/17/2025
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 purchased a dishwasher online along with assessories for installation, warranty, and haul away service. I was dissatisfied with the customer service, failure to install the appliance in a timely fashion. Therefore I requested a refund within the time standards of Brandsmart's policy. When I called to request a refund I specifically asked for a full refund. The customer service representative assured me the full refund amount was in the email notification. When I received the refund, the amount was #***.77 less than what I paid.Business Response
Date: 04/18/2025
In regard to BBB complaint 23217186
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:03/30/2025
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 writing to formally file a complaint regarding my recent purchase experience at BrandsMart USA in *******, *******. On February 17, 2025, I purchased an ** washer and dryer set from your store. While working with appliance salesman ********, I explicitly stated that I only wanted to buy in-stock items. However, my experience with delivery and customer service has been highly frustrating and *************** first scheduled delivery was on February 21, 2025, but it never arrived. After contacting customer service, I was informed that the washer was left off the truck.February 25, 2025, February 28/2025, March ****** resulted in only the dryer being delivered, which I refused.Escalated issue to Appliance Manager *******, I was told the washer was in *******, **, and would be delivered soon. March 12, 2025, both the washer and dryer were delivered. However, ******* informed me the night before that I needed to purchase a dryer cord from **********, which I did.March 12, 2025, the washer made a loud noise. I immediately contacted customer service to request a pick-up.March 17, 2025, delivered a dryer cord, which I had already purchased. He did not assess the washer.The next day, my husband contacted *******, who requested a video of the issue. After sending the video, ******* acknowledged the problem.March 18, 2025, I requested a refund and for the items to be picked up. ******* attempted to convince me to exchange the washer and offered a $100 credit, which I declined. March 20, 2025, a delivery team arrived with a replacement washer without my consent, I refused March 25, 2025, the items were picked up. ******* assured me that I would receive a full refund.Instead, I was only refunded $731.36, plus $47.61 for the haul-away fee, while my total purchase amount was $1,547.54. Given the prolonged inconvenience, multiple failed deliveries, and receiving a defective product, I am demanding a full refund of the remaining balance of $768.57.Business Response
Date: 04/07/2025
In regard to BBB complaint 23135050
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we see that the full purchase was refunded back to the customer already.
Any further questions or concerns, please direct them to my attention.
Yours truly,***** ******
Manager Customer Operations
********************** U.S.A.Customer Answer
Date: 04/23/2025
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,
***** ********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.