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BrandsMart USA
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BrandsMart USA Complaints Summary

19 Resolved
92 Unresolved
Our verdict: With BrandsMart USA's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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BrandsMart USA complaints 111

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9:02 am EST
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BrandsMart USA Still received package I called twice to confirm cancelling on before it was shipped.

Order#: [protected]

I ordered this computer to the wrong address and called immediately to cancel within minutes of making the order. Was told it was confirmed cancelled. When I didn't see the money back in my account in 3 days, I called back to confirm the cancellation, and was told it was all set. Your [censored] company doesn't provide a return label so now I have to cover the cost to have it shipped to me directly for return, since I can't trust your team to receive it without further loss to me.

Absolutely ridiculous that your CS would confirm my cancellation and do nothing, letting it still go thru. You can hurt people's credit and financially stability with this kind of irresponsibility.

Claimed loss: Cost of shipping fedex, time, credit score

Desired outcome: I want shipping covered and my balance restored for the amount of the purchase.

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3:15 pm EST
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BrandsMart USA Fraud Transaction

Online Purchase

By: ***4012;MASTER

Amount: USD 1,258.99

At: BRANDSMART USA

Balance: SAR 13754.63

Date: [protected]:42:45

Just a while ago, I received this notification regarding an online purchase wherein I did not make. Someone has fraudulently use my credit card. Can the transaction be cancelled and return my money. Thank you and hope to hear feedback from you.

Desired outcome: To cancel the purchase and I need a refund

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1:25 pm EDT
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BrandsMart USA Whirlpool dryer delivered on 10/21/2023

A Whirlpool Dyer was delivered on October 21, 2023. After installation, a dent was noticed. There is a dent in the right side, see photo. We want this exchanged for a new one. We can't fix it.

The user's manual is the wrong one. Please provide one for a WED4950HW Whirlpool Dryer.

See account # [protected]

Email: [protected]@aol.com

Cell # [protected]

Fay

Desired outcome: Change the dryer.

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Update by William Heinig
Oct 23, 2023 3:25 pm EDT

This Dryer was delivered to my home at 8523 Ardoch Road, Miami Lakes, FL,

with a big dent on the right side. See photo. Please replace.

Fay Heinig

[protected]

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Mr. Helpful
Los Angeles, US
Oct 26, 2023 10:56 am EDT

Hi William and Fay.

We appreciate hearing from you.

Because Whirlpool was not directly involved with the delivery, you'll need to contact your retailer to facilitate any kind of an exchange.

Please let us know if that doesn't resolve any difficulties.

Is BrandsMart USA legit?

Our verdict: Complaints Board's thorough examination reveals BrandsMart USA as a legitimate entity with notable strengths. Despite a 17% resolution rate on customer complaints, which invites a closer look, BrandsMart USA stands out for its commitment to quality and security. Clients considering BrandsMart USA should delve into its customer service record to gauge compatibility with their expectations.

BrandsMart USA earns 91% level of Trustworthiness

Perfect Trust Endorsement: BrandsMart USA achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for BrandsMart USA. The company provides a physical address, 10 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

BrandsMart USA has registered the domain name for brandsmartusa.com for more than one year, which may indicate stability and longevity.

Brandsmartusa.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows BrandsMart USA website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Brandsmartusa.com you are considering visiting, which is associated with BrandsMart USA, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

BrandsMart USA website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • While BrandsMart USA has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 17% of 111 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • There was some difficulty in evaluating or examining the information or data present on the brandsmartusa.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • BrandsMart USA protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to BrandsMart USA. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

I have had nothing but problems with the Samsung washer and dryer that I purchased from BrandsMart. I have had multiple service calls for them both with my warranty. The most recent one was repairing the housing on the dryer on Friday 9/22 and resulted in a fire in my garage that easily could've burned my house down. I had a few small items in the dryer...

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6:15 pm EDT
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BrandsMart USA Delivery service

I purchased a new washer and dryer from Brandsmart, but the delivery people refused to haul away the old applicance.

I ordered a refrigerator - the one delivered was damaged (I have a photo of the damage) and was told that a replacement is back ordered until at least mid November..

How can you make good on your "Free Haul Away" pollcy that you advertize.

I have had two deliveries from Brandsmart - in both cases the delivery people refused the haul away.

Desired outcome: Haul away the old washer and dryer

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4:18 pm EDT
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BrandsMart USA Lavella Premium Upright Freezer model# PFV1406XS

The freezer worked fine when it was initially delivered on 8/15, on 8/26 the freezer stopped cooling (wouldn't get cooler than 27 degrees) The temperature was adjusted to -2 degrees which then went up to 39 degrees the following day. I contacted the Doraville location where the item was purchased. I called and spoke with 13 different reps (times & names available if needed) who transferred me, gave me no resolution and even hung up on me. I eventually got my salesperson Joesph Gregoire on the line who stated that he would get back to me when he went into the store, but with the poor customer service that I received today I no longer want the unit. I'm requesting the have it picked up and my account credited for the full amount of the purchase. I will be leaving reviews on every social media platform available to me. Please contact myself or my daughter back as soon as possible.

Rocchelle Williams [protected]

Ashley Jackson [protected]

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2:44 pm EDT
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BrandsMart USA Repair/replace atv

Hello, I purchased a 55in Samsung TV on June 19, 2023 as a Father's Day gift. I also purchased a 3yr extended warranty. It was not installed right away as we wanted to paint and remodel the room. Yesterday Aug. 14th we were attempting to hang it, when the friend we ask to do the job, must have touched the screen the wrong way. It cracked at the top and spread to the bottom of the screen. We took it back to the store and was told our 15 days had passed for a return/exchange, and that we did not pay for cracked screen insurance! The sales clerk only asked me if I wanted an extended warranty, I said yes and purchased it for three years. I was not told about paying another $118 for cracked

screen! Your store Manager gave me a refund on the 3 year warranty, but said he couldn"t take back the TV. I asked, what does the warranty cover, and was told "no sound, no picture, but not cracked screens. That seems not quite right to me. Over the years I've made numerous buys with Brandsmart. This is the first time I've been disappointed. I would like to resolve this with a replacement TV, Thank you Delores Brown. Purchase took place at WPB, receipt #[protected].

Desired outcome: Replace my TV with a new set

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10:42 pm EDT
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BrandsMart USA Brandsmart refrigerator purchase

I went to Brandsmart on Wednesday 3/29/2023 to purchase a whirlpool top freezer refrigerator. The employee told first that they were on back order. All of a sudden he found 3 in the “warehouse “. I payed for this and the extended warranty. The delivery was for Friday 3/31/2023. The night before I received a text to confirm the delivery for Friday. Friday morning at 7:30 am I get an automatic call stating the delivery would be in 2 hours. I got up and took everything from my existing refrigerator and placed it coolers. Additionally, I moved all the furniture that was on the way to the kitchen. At 9:15 am I called the phone number from where Brandsmart had called and was told they didn’t have it in stock. Well… this was so unnerving that I called the salesman who wanted to replace it with a “ better high efficiency one. When I read the reviews on this high efficiency better refrigerator there was not one positive review. I called the salesperson and canceled the purchase in its totality. Yet, the money was never refunded even though I was verbally told it had been.

To make this worse I got in my car and went to get my refund in person. I met with manager Mike who first stated this was taken care of. I called my credit card from the store and no refund had been posted. So in essence it was not taken care of! So they asked for my credit card and they gave me a physical return receipt. Brandsmart has miss represented every word that came out of their mouths. Thank you for listening.

Desired outcome: That others customers beware of Brandsmart and their salesman.

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11:00 am EST

BrandsMart USA Whirpool Dryer Model CEM2745FQ-1

Good afternoon:

I purchased Whirpool Dryer on 2/28/22 (1 year ago) - delivered on 3/23/22.

Brandsmart technician came to replace timer (brand new timer) on service order 1393522/1. Last visit 2/14/23. Dryer is not working and the new company they send under claim 8988025 / Prime Appliances just told me they cannot find the part (new timer) for the dryer. So basically the replacedment brand new part Brandsmart technician installed on 2/14/23 went bad. So at this time I would like to know what is next to fix this problem with the dryer. Invoice No; 2216789

Desired outcome: get the dryer fix or exchange for a new one since they have not been able to fix the dryer

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11:50 am EST
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BrandsMart USA Warranty protection plan

I purchased a warranty protection plan for my washer/dryer unit in 2018. I have spent the whole morning to get a service repair call set-up. The warranty company is lousy. Representatives don't speak proper English and don't know what they are doing. My repair appointments have been cancelled at times because Warrentech doesn't pay the repair shops.

Desired outcome: I want my washer/dryer unit fixed

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Update by AidaPrida
Jan 17, 2023 11:07 am EST

I had purchased in 2018 a washer/dryer unit and added the warranty plan to it. The unit is still under warranty. I am getting the run around from the extended warranty. The service repair places scheduled have cancelled on me or are not accepting service calls because you guys don't pay. I need this issue resolved.

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9:09 am EST

BrandsMart USA Refrigerator

Buyers beware!

During Black Friday, I ordered online a Samsung refrigerator that they promised would be delivered by December because the sake was tagged as “ end of the year clearance” as of today I have not received the refrigerator .

Every time I called Brandsmart to inquire about the status of my refrigerator delivery I was given the run around and told flat out lies.

First, they told me my refrigerator is will be delivered in a week. Then they told me the refrigerator is out for delivery, but It never came .

I called them the next day , they said the truck from the delivery company broke down [protected])

I couldn’t go out to work or make no many that day waiting on brandsmart at home for schedule delivery .

And then they tried to convince me to choose a different refrigerator at a lower standard .

Why would I do that when I clearly chose the refrigerator I wanted already paid for it! And I already missed out on other company Black Friday sales because I choose brandsmart.

This leads me to believe that Brandsmart is selling products that they do not have in stock .

Or that they had my refrigerator but decided to sell it to someone else.

Either way, this entire process has been very disappointing and frustrating. Because I have paid interest on my credit cards since November 6 that brandsmart took my money for an item they don’t have .

And to add insult to injury, their customer service reps are very rude and impatient with customers like me that have spent good money and has waiting for 2 months for the item I purchased to be delivered.

My fund was abruptly refunded without my knowledge eventually and I had to go to Best Buy to find the same refrigerator at double the price!

Save yourself the time and the headache buy, go directly to Best Buy to get your electronic needs because Brandsmart will leave you hanging for two months and then give you attitude when you try to follow up on the item you purchased months ago that you never received.

I will post this all over internet because I felt used by brandsmart and the rude web team.

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11:46 am EST
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BrandsMart USA Samsung stackable washer and dryer

Today, December 29th I was finally able to contact a representative from Brandsmart to query whether an exception might be able to be made to the 30 day return policy as my purchase was made in early November and remained boxed until yesterday. As I was unable to find a plumber and then an electrician to add the plumbing and electric required for this washer and dryer due to it being the holiday season and they were all backed up with jobs. Both insisted on the unit being present in order to view what had to be done. Appointments were cancelled, due to their jobs running late and behind. This was out of my control and the units remained boxed in the middle of my living room until yesterday. The units when unboxed are far too large to fit into the required space. I called Brandsmart and received the policy info on returns. I asked for an exception due to my circumstances, finally being connected to Sonia, a manager. She showed poor customer care and reiterated the rote reply of the prior representative. I am sorry that the "personal" touch has been lost in this company, or perhaps never existed. I will not be purchasing from Brandsmart again.

Desired outcome: Return my NEW NEVER USED washer and dryer combo and credit my account.My order number is [protected] As you can see, my order included several large appliances

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9:28 am EST

BrandsMart USA washer and dryer

Purchase order # 0018644 & #[protected] on December 2. This order has been scheduled for delivery 5 times and still have not received purchase. The delivery dates Dec 6 driver arrived with washer and not dryer. The driver said he would take the washer back and redeliver when dryer arrives. The driver left the washer and no dryer. Call customer and found dryer was out of stock and order new set-in stock Dec 7.2022.

Dec 9 scheduled delivery, no delivery made, December 10 scheduled delivery, no delivery made, December 13 scheduled delivery, no delivery made, December 13. December 14 scheduled delivery, no confirmation received,

Customers service has been called several times. Please contact customer asap with assistance.

Desired outcome: Delivery of appliances ASAP

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2:46 pm EDT

BrandsMart USA Samsung Galaxy international

The phones don't work and I was instructed to take it to topp solutions. It has been over a month and they still haven't fix my phone and now brandsmart stated I can't get a refund, phone replacement or store credit due to it being over 30 days. This isn't right I only use the phone for three days. I also called Samsung and was instructed to take the phone back because it's an international phone and there is nothing they can do with an international phone

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BrandsMart USA BRANDSMART Preferred Protection Plan Extended

I bought several appliances from BRANDSMART, PALM BEACH COUNTY, FL. Buying 5-year warranty service. Never made a claim. On 02/09/2022. I extended the warranty BRANDSMART Preferred Protection Plan on all said appliances. On June 22 2022, I did file a claim on my refrigerator, extended warranty #[protected]/// Claim # [protected].

Warrant Tech. Customer Service (CS) were very professional and well trained. However, from the noted above date, to September 9 2022. the repair has not been resolved. Eleven contacts and three No Shows! I have filed a written statement to Warranty Tech HQ located in Bedford, Tx 76021. Thus far no response. Margaret Duttenhoeffer [protected] (due to scams, leave a voice msg on my phone and I will return your call)

Desired outcome: Your Company to contact a Local repair Tech. Dons Appliance, Okeechobee. [protected]. Thank God my problem with the refrigerator was not in the cooling section. I probably would not have been SOOO compliant with your Company services.

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AidaPrida
Winter Park, US
Jan 17, 2023 11:52 am EST
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I am going through the same issue right now with my washer/dryer, which I purchased at the Brandsmart on Kendall Dr.

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4:07 pm EDT

BrandsMart USA Dish Washer Delivered

I ordered a dishwaser online and it was delivered July 27. The Daryl Flood Logistics company used was the rudiest company ever and very disrespectful. Then when I called the store the lady was rude and transfered me but it kept ringing. I called 15 times and no one answered to the Georgia Stockbrige. The lady at the Stockbridge, GA because the lady hung up on me because she was talking to someone in the store.

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BrandsMart USA Samsung refrigerator brandsmart usa extended warranty

Samsung Refrigerator with Extended Warranty stopped cooling on April 9th 2022, called for a repair, came out on 4/12 ordered parts installed and did not fix the problem came back out and said additional parts were needed. being told by the service center they have not received authorizations for the parts. cannot get an answer from anyone why or when it will be fixed or replaced it has been over two months almost three with no refrigerator

Desired outcome: Refrigerator fixed, replaced or refunded

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12:36 pm EDT

BrandsMart USA LG WT 7800CW washing machine

Alberto Gutierrez 05/3/2022

9525 SW 46th terrace

Miami, Fl 33165

Brand smart Corporative Office

Claim# [protected]

Model- LG-WT 7800CW

Year-02/07/2020

Extended Warranty- 6205

Ac# [protected]

Email- [protected]@yahoo.com

To whom it may concerned

See attached pictures

We been customers of Brand Smart for many years. We have purchased from your company, refrigerator, Tv’s, Dryer and washing machine. We have never return or complain before until now

We bought a LG washing machine, and we add the extended warranty.

About 3-month. The washing machine stained 6 pieces of white clothes that never happen before. I keep using the same detergent, softer and Clorox that I used before. 3 towels, 1 bed sheet and 2 t-shirts. I try to make sense of what happened.

Took patience and 1:30 of the complete circle in Whites with water plus.

The performance of the machine is very poor, look like the clothes in the bottom is the one that gets the proper Clorox and detergent and in the top portion of the clothes some parts are clean, and the other are color gray like the Clorox and detergent never touch them.

I had 3 Service person come to the house.

First one – Guido. He told me that machine was not missing any parts and was working fine.

I showed him the stain clothes and I asked him to stay to see the machine working

His reply was he did not have the time.

The Second Service person. Adrian

with him happened same, but Adrian not only said that he did not have time to stay, he also come to the conclusion that I, should get a hose and fill the washing machine with more water that the clothes had more space to move and suggested not to call again for service because nothing wrong with the machine

The third service person. Rene, his advice was that I push the clothes with my hand until all the clothes was completely submerge.

How you can see is nothing is wrong with the machine because they think that I must help the machine to do the work.

I know that we are in difficult time, but this is not acceptable.

I hope that you can make the difference. If the machine can’t be fixed. PLEASE replaced is the least that Brandsmart can do, after my lost time and my damage clothes.

I hope you can help me into this matter. I look forward to hearing from you

Thank you in advance

Alberto Gutierrez

Desired outcome: If the machine can’t be fixed. PLEASE replaced

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6:43 pm EDT

BrandsMart USA LG75" TV

Brandsmart delivered a LG 75" on March 14th/2022. It seemed to be in good working condition. Upon installation (by a third party) on march 16th/2022 the TV had some lines and was not working. I put a claim right away with the local store where we bought the TV and they are saying that we dropped the TV and will not exchange it. They have not inspected the TV and are making the assumptions on a picture that we sent to show what was happening to the TV. We did not drop the TV and the installation was made by a professional installer. We paid over $1,800.00 for the TV and cannot believe that two days later they will not exchange the defective TV.

The customer service representative and his manager have not been helpful and offered no resolution to the problem.

Desired outcome: Exchange for a TV that works.

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Mr. Helpful
Los Angeles, US
Mar 18, 2022 12:51 pm EDT

Hi Maggie.

Frustrating as it may be, this is what can happen when you don't have the retailer install the TV for you. In all honesty Theta no way to determine where the problem occurred.

Contact LG customer service to see if it can be serviced under warranty. Their number is [protected].

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11:22 pm EDT
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BrandsMart USA Delivery Service

I was given a delivery time of 1pm-5pm on Mar. 14, 2022. The first thing is that no one called to inform me that the driver was running behind. After I called and was told this and that the driver was at stop #7 and I was stop #9. This was at 5:30 pm. I was assured each time that I called after that that i was next and the driver should be arriving in 30 minutes. It is now 11 pm as I am writing this. The driver never showed, and I was never called to and informed as to what was going on. The last call I made to inquire about my delivery, I was told he would be arriving in 30 minutes. My entire day was waisted, and then was lied to each time I called to inquire.

Desired outcome: Make It Right

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BrandsMart USA contacts

Phone numbers

+1 (800) 432-8579 +1 (305) 624-5400 More phone numbers

Website

www.brandsmartusa.com

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