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

  5000 Motors Industrial Way Doraville, GA 30360

  

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:07/17/2025

  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.

  This is regards to an ongoing issue that still isn't resolved. I purchased a brand new washer and dryer set on 7-9-2025 for $942.77, which included free shipping and installation, Order ID ********. The first issue was on 7-12-2025, the delivery was between the hours of 4pm and 8pm. The delivery never came that day. I called the Brandsmart USA located in **********, ** the next day. I was told that they use third parties for delivery and that a new delivery would be made on 7-15-2025. On 7-15-2025 the delivery was made, but the washing machine connection hoses were missing. I contacted customer service that same day and was given another install date of 7-17-2025. On 7-16-2025 the delivery team came an attempted to finish the job. The third party started a wash cycle, said let run, and then proceeded to exit my residence. I then checked to see if it was functioning properly. That's when I noticed a pool of water on my laundry floor and bleeding into my carpet. Water was coming out of the top of the washer where the dial settings are located. Due to improper installation from the third party, the cold water connection was broken. I asked him to call his supervisor and I was told that this is a Brands mart issue. I contacted Brandsmart USA located in **********, ** and was told I'd get a call back. That never happened. I then reached out via live chat and was told that someone would come out and see if it could be repaired. I paid for a brand new washer and dryer not for some third party to turn around and break it. All I want is an even exchange without the any installation and get the broken appliance removed from my home. I feel like I'm getting the run around. I've had to take *** twice on my job this week to be available and the job still isn't complete. This has to be the worst experience I've had with home deliveries.

  

  Business Response

  Date: 07/28/2025

   

  In regard to BBB complaint 23617712

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

  We apologize for the issue, our delivery managers 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. 

  Customer Answer

  Date: 08/03/2025

   
  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:07/05/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against BrandsMart concerning a recent purchase that has resulted in significant frustration and a lack of resolution.Company Name: BrandsMart Product Purchased: ***** R8375 2D Massage Chair Date of Original Purchase: 06/18/2025 Order Number: ******* Detailed Account of the Problem:I purchased the ***** R8375 2D Massage Chair, with an initial delivery date scheduled for June 3rd, 2025 from Brandsmar at ***********************************************When the chair was not delivered on June 3rd, I contacted BrandsMart after 5:00 PM on the same day. During this call, I was informed that the delivery had been rescheduled for June 5th, 2025, between 11:00 AM and 4:00 PM.On June 5th, 2025, the chair was again not delivered within the promised timeframe.Upon contacting BrandsMart again today, June 5th, 2025, I was shockingly informed that the ***** R8375 2D Massage Chair is currently out of stock and that the company has no estimated date for when it will be available. This contradicts the previous assurances of delivery.This situation is unacceptable. I have been given false information regarding delivery dates, leading to wasted time and significant inconvenience. It is highly misleading for a company to confirm delivery of an item that is not in stock.Desired Resolution:I demand a full refund for the ***** R8375 2D Massage Chair immediately. Given the repeated failures to deliver and the misleading information provided, I no longer wish to proceed with this purchase.I trust that the Better Business Bureau will investigate this matter thoroughly and assist in resolving this issue promptly. I look forward to your assistance in securing my refund.Thank you for your time and attention to this matter.Sincerely,***** *****

  

  Business Response

  Date: 07/12/2025

   

  In regard to BBB complaint 23560144

  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. 

  Customer Answer

  Date: 07/13/2025

   
  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:06/28/2025

  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.

  On May 13th we contacted the Brandsmart repair department for a refrigerator in warranty , despite explaining that the client was a newly delivered breastfeeding woman, the appointment was set for the 17th, according to the technician he asked for parts, we called daily, I personally went to the store because the breast milk was spoiling, we spoke with the manager ****** at the ******* store where it was purchased, all without results, yesterday the 27th they called us today a technician was going, who never called or showed up, we called the store and the response was he is on the way, but never showed up, we believe that this is abuse to a breastfeeding mother that her milk has been spoiling and this has hindered the lactation process and maternal recovery.

  

  Business Response

  Date: 07/10/2025

   

  In regard to BBB complaint 23532791

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

  We apologize for the issue, we were able get the warranty company issue this customer a credit for a replacement unit. 

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

  
  Yours truly,
  

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

• Initial Complaint

  Date:06/28/2025

  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.

  Me and my husband visited the *********** location on may 20th to purchase a sectional for our home .Everything seemed fine at first . We paid a deposit for the sectional and told that our delivery date was set for June 14th, Closer to that date an employee reached out to let us know that all our pieces did not arrive and that we would have to reschedule for the following Saturday which was June 21st. Unfortunately that date was not available for us, so i called back to see if we could reschedule for the next available day which was Tuesday June 24th. The customer service representative i spoke with let me know that it was confirmed and they would indeed deliver that Tuesday . That morning i wanted to call and just make sure that everything was good on there end , well comes to find out all the pieces still was not there which is strange because if that was the case why didnt anyone inform us on June 21st when it was supposedly be delivered for the 2nd time. We ended up speaking to a ******* and she guaranteed us that their truck comes every Friday and she would call me on June 27th to let me know if all pieces were there are not , NO CALL so i reached out myself to speak with someone . I called numerous of times for hours. Eventually i was able to speak with another ******* letting me know that all my items had arrived & it will be delivered on June 28th. I was relieved finally until about 6:00 pm someone called letting me know that the ******* screwed up bc i was still missing one item ,we spent over an hour on the phone with a 3rd ******* trying to come to resolution and we agreed to receive what they had already and just wait on the missing item and also if they could help us out with some type of compensation (only $50 off wow) so comes the day of the delivery something still didnt sit right so i called and spoke with a 4th ************** didnt even put us on the schedule. This process has been a nightmare from h*** No communication & horrible service.

  

  Business Response

  Date: 07/10/2025

   

  
  In regard to BBB complaint 23531686

  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:06/26/2025

  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.

  I returned an item at brandsmart USA *********************** on the 21st of June 2025 they said it will take 2 to 3 days for it to be credited into my bank. It has been 4 days and my bank or brandsmart Can't give me a resolution or answer.

  

  Business Response

  Date: 07/02/2025

   

  In regard to BBB complaint 23520683

  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. 

  We see that the refund was processed by the customer's bank on 06/21/2025 for this credit. 

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

  
  Yours truly,
  

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

• Initial Complaint

  Date:06/25/2025

  Type:Product 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.

  Dear Mr. **** / BrandsMart USA **************** Store Manager Sunrise,I hope this message finds you well.I am writing to follow up on a matter regarding a special order I placed on April 30, 2025 for a Maytag Washer (Model MVW7232HW) in the amount of $849.99. The order was processed by ***** at the BrandsMart USA Sunrise, ** location.After a prolonged wait and significant inconveniencebeginning as early as February 2025the washer was finally delivered on May 10, 2025. Unfortunately, the unit arrived damaged in one of the corners. The delivery person instructed me to keep the unit and contact the store the following day, which I promptly did. He took pictures for his report, and I took pictures for my record which I shared with you as ******* the store, I spoke with both ***** and yourself, Mr. ***** After you contacted corporate, we reached an agreement that I would keep the unit in exchange for a 20% refund of the original purchase price$169.99, to be credited back to my credit card. You mentioned that the refund process typically takes around 10 business ******* of today, June 24, 2025, I have yet to receive the refund or any communication confirming its progress. Given that the agreed time frame has passed, I respectfully request an update and prompt resolution of this matter.Please confirm when I can expect to see the refund reflected on my card. I would appreciate any assistance you can provide in expediting this.Thank you for your attention and cooperation.Sincerely,***** ****** Order #**********

  

  Business Response

  Date: 06/26/2025

   

  In regard to BBB complaint 23515381

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

  We apologize for the issue, we have issued the refund back to the customer's method of payment. 

  This may take the customer's bank, two to three business days to post the credit 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: 06/27/2025

   
  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 only if the refund is for the amount of $169.99 as previously negotiated.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/23/2025

  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 placed an online order for an air conditioner my order # is ********. It was suppose to be shipped days ago. I t has not been shipped. I tried to cancel the order and someone on chat told me I could not. So they don't know when my air conditioner is being shipped and I can't cancel the order. This is terrible customer service

  

  Business Response

  Date: 07/02/2025

   

  In regard to BBB complaint 23505896

  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. 

  Customer Answer

  Date: 07/02/2025

   
  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:06/20/2025

  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 writing to formally express my frustration and disappointment with my recent experience at BrandsMart, located at ***************************************. During a recent visit I was misled by a store clerk regarding a Memorial Day Buy More, Save More promotional rebate. The primary reason I decided to purchase the package was the rebate being advertised in-store. However, after the purchase I discovered the rebate promotion was not honored as expected. This constitutes false advertising and I have taken photos of the promotional signage as evidence. All four of the appliances I purchased were on the list. BrandsMart needs to arrange to pick up the entire package I purchased due to false advertising.

  

  Business Response

  Date: 07/02/2025

   

  In regard to BBB complaint 23498046

  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 are assisting them with this issue. 

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

  
  Yours truly,
  

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

  Customer Answer

  Date: 07/02/2025

   
  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:06/19/2025

  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.

  On March 8, 2025, I purchased a leather recliner. After a few weeks it had broken. I called cx and was told a person would have to come look at the chair. After someone came, they suggested that I ask for a replacement. The tech submitted the report and I had to pursue an answer which took weeks before finally getting a replacement. A replacement chair was delivered and I was satisfied in the end. A few weeks later, the replacement broke in the same exact way. Again, I was told that someone would need to look at the chair or that I'd need to send in pictures. I was told by the independent repair company that it would be a month before a technician could come out to look at the chair. All I'd like is a store credit so that I could pick a different model. I'm not even seeking a refund. I have been emailing with agents that do not even provide their name and was told that they already did me a favor once by replacing the chair. After about 5 requests a manager called me back and was so condescending. They told me there is a 0 day return and it was up to the manufacturer. I went to express my dissatisfaction (in a calm friendly way) and was hung up on. As a cx manager myself, I was shocked and am now.paying for a chair that I can not use.

  

  Business Response

  Date: 07/01/2025

   

  In regard to BBB complaint 23492046

  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 for this customer. 

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

  
  Yours truly,
  

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

  Customer Answer

  Date: 07/01/2025

   
  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.

  
  Thanks for your help!

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

• Initial Complaint

  Date:06/19/2025

  Type:Billing 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 had to sign for a package delivered to me. I opened it, It was some electronic pencil and some I-phone case. I do not own an I phone, have no use for that dumb pencil. I called the Brandsmart number, they tried to sell me some health or life insurance. I believe this is charged to a Fortiva credit card, which I also never signed up for. They don't answer their phone either. Card number for that scam is7656502175971149. I have no clue who is using my name for the card and/or other purchases

  

  Business Response

  Date: 07/01/2025

   

  In regard to BBB complaint 23491245

  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: 07/01/2025

   
  Complaint: 23491245
  
  I am rejecting this response because: I want to know that the credit card is destroyed or canceled, and assurance is given that nothing else has been charged to it, and nothing can be in the future. Also, I need the 3 credit reports, Transunion,Equifax, and Experian have not dunned me for opening a new credit card. I did NOT open that card. Thank you .
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/04/2025

   

   

  In regard to BBB complaint 23491245

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

  We apologize for the issue, unfortunately we are not able to assist with this customer's complaint. 

  Looks like customer is a victim of identity theft, with which we are not able to assist. 

  
  Yours truly,

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

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23491245
  
  I am rejecting this response because:They did not seem to cancel the unwanted credit card. Total ********.
  
  Sincerely,
  
  ****** *****