BrandsMart USA
Reviews and Complaints

Horrible Customer service. On 10/26, I first spoke to a sales agent named Daisy. She gave me two prices for a dryer, one if I was to buy a warranty and the second if I decide not to buy the extended warranty. I decided not to buy the extended warranty and go with the price she quoted at $300. When I went to pay they stated that it will be $325 and they wouldn't go any lower. After speaking to a manager they honored the price of $300. When I brought the trailer home the dryer service, I first spoke to a sales agent named Daisy. She gave me two prices for a dryer one if I was to buy a warranty II if I decide not to buy the extended warranty. I decided not to buy the extended warranty and go with the price she quoted at $300. When I went to pay they stated that it will be 3:25 and they wouldn't go any lower. After speaking to a manager they did reduce the price to 300.

When I brought brought it home the dryer would turn on and heat up but will not spin, we contacted customer service who sent out a technician 11/1 stating that would be the easiest day available. They stated that the technician will call the day prior to schedule a time however they did not call the day before, instead they called same day stating that they will be there between 9 and 1:00 p.m. (nice window). At least guy showed around 10 ish, he stated that the belt was on the drum however was not connected to the motor. He stated he fixed it however as soon as you put a load of laundry in the dryer and made a horrible crashing sound, as if the drum was hitting the sides of the dryer. We called customer service back, who stated that the technician will attempt to come out the same day to try to fix it however he did not show up later that day. Again we called customer service they said the next available day will be November 3rd, again they stated that someone will call the day prior to set up an appointment. Again of course nobody called and nobody showed up to our house to try to fix the dryer. We ended up returning it that Saturday and purchase a brand new dryer from Lowe's which had AMAZING CUSTOMER SERVICE AND HONORED THEIR 110 CUSTOMER SATISFACTION POLICY and delivered AND installed the new dryer free of charge.

On November 7th we received a voicemail stating that the technician will be out to fix the returned dryer. I called multiple times to try to inform them that we no longer have the dryer however nobody seemed to listen or care about the concern. I asked to speak to multiple managers however apparently nobody was available and I was told that somebody would call me back but nobody ever did.

I will never deal with BrandsMart again, they have horrible customer service and does not stand by their product.

I would like to thanks Lowes for being awesome! Their customer service team listened and helped us tremendously. I spoke to "Nick" from the main 800-number and the whole service team at the Davie, FL location was flawless, from being greeted at the door, appliance sales team, check-out process, delivery and set up.

I purchased a Whirlpool washer/dryer combination from Brandsmart Hollywood Florida store in November 2011 and bought an extended warranty from Brandsmart. I made a claim under the warranty for my dryer In December 2015. I was told that I would have service on January 6th with a call from the repair person on Jan 5th. I was given confirmation #670879. After more than 7 telephone calls to Brandsmart and its warranty company, no repair person ever came or ever called to schedule the service. I spoke with Kim on January 5th, and spoke with Sydney twice on January 6th, spoke with Amanda at 8 pm on January 6th and no one showed up. Spoke with supervisor Shandra and Katelin on January 7th. Each one told me they had a telephone number for me that was a phone number neither I nor anyone else I know has; I corrected the telephone number with each person in each telephone call. It is now January 10th and no one has scheduled an appointment or fixed my dryer. I have now had it repaired by another company at my expense. I feel as if I am the victim of a robbery. I paid for the extended warranty and did not receive what I paid for. I want the money I paid for the extended warranty refunded to me. I recommend that no one purchase an extended warranty from Brandsmart Brenda Abrams

I purchased a Maytag Bravo Washing Machine in 2015 and bought the 5 year extended warranty. The machine's lid did not open this week and I attempted to contact their extended warranty service. I was left hanging on the phone for over 1 hour. I submitted the claim to their website two days ago and have not heard from anyone. I finally contacted a local appliance service company that came out the same day and fixed the washer lid for $120. I now demand that BrandSmart reimuburses me for the $120. I find this totally unacceptable and would not recommend BrandSmart or their extended warranty to anyone.

I went to the Brandsmart at Kennesaw in Ga.I asked one question from the sales clerk - Before I buy anything I want to know how much will it cost to deliver, set up, and install my TV, sound system, dvd player, TV trolley(bc by this time I was interested in buying a bigger TV, more expensive and a few other things)-
He said the total, everything included will be 148 dollars.
That was a little more then I was expecting bc I just bought a whole lot of stuff from roomstogo and they only charged me 100 for a 2 room set up .
I said ok anyway and started finallizing my buy. He started putting my request on the computer and I was about to make a $2000 dollar payment.
In the meantime I saw a man watching me from the corner of his eye. He walked over and said ahamm, may I ask how much you are charging this young lady for delivery- and this salesman said $148.
Well I was surprised at what happened next- I had just spent 2 hours at brandsmart on Labor day and selected everything - and this man came up and said- actually maam, this is a new saleman- He didnt know that it is not 148, but 188 just for the TV and a couple of hundred after that to install the rest, and since you live far from Kennesaw - its going to be even more - by the way I only live 20 minutes away.
I said excuse me who are you?
And he said I am the general manager of this shop.
Apparantly he has been watching me say Ill take that, and Ill take this and felt that he could swindle more money out of me. Now I am a doctor but I look really young- so he treated me like I was an idiot!
I told him- first of all a price was already quoted to me secondly I dont need anymore help.Thirdly since you came around after 2 hours of shopping in your shop and told me it would cost more to install then it is really not a bargain and therefore - I am going to let everything go, and just pick up the TV, put it in my car and leave.
He became red and said, ok lets negotiate.Then he started to follow me around the shop whereever I went- It was rude and intrusive!
I said no I am no longer interested in purchasing anything.
Finally he said ok I will honor what the salesman told you initially- what was this man thinking? He had no right to bump up a price after 2 hours.Everyone else was shopping but he didnt disturb them- probably thought I was easy prey..
I excused myself out of the way and asked the salesman to complete the purchase on the computer but the General manager asked him to step aside, put his own name on top and took over, probably took over this poor guys commision -Then he started saying: you dont know what a favor I did- you got off saving hundreds.
First of all, I did not bargain with anyone. Brandsmart is famous for haggling - but I simply picked up the things I wanted and took everything at face and price value until this point! So I was getting the same discounts that ALL customers get on Labor day!

By this time the salesclerk was gone, poor guy lost his commision bc of a rude aggravating and greedy General Manager -.
I said- Sir I have shopped before - I do know how to shop,
and this is where I just lost it- He went on to say: "With all due respect maam I dont think you do bc if you did you would know that I let you off the hook- you are getting a bargain.
And I am the General manager!" Who cares!
I had had it- deal or no deal-I refuse to deal with anyone like that - He interuppted my buy, tried to jack up the price and when that did not work was ranting about it- and dont get me started about his demeanor! He had an air about him- as if he knew what was better for me then I did.
so I dont need a shops general managers telling me that I dont know how to shop for a bargain or try to bump up prices bc he thinks he can!
All businesses make money, but dont try to swindle it out of your customers!
I put my credit card back into my purse - they had not charged me yet and I said, "in less then 30 minutes that you came around you have managed to insult me, follow me around the shop and annoy me to the extent that I would rather pay $1000 more at Best buy which is where I shop all the time then to ever come back here!
I expected an apology call as they had already put my details into the computer and had my name, address and phone number but 4 days have past and he did not make any attempt whatso ever to apologize.
He should of, as not once did I raise my voice or curse- therefore the person who was rude was you General Manager.
I lost all the other sales of Labor day bc it was late and walked away with nothing and could not go to any other shop.
My suggestion is to choose General managers wisely and let them know their limitations! Harrassment and belittling a customer into placing more money on the table doesnt bring them back.
Brandsmart sucks and their customerservice is shady which makes their products even shadier!

I purchased a Frigidaire professional range and an extended warranty fom Brandsmart in July of 2009. Over two months ago my range failed and started producing an alarm sound continuously and I had to shut off the circuit breaker to stop it. I immediately called Brandsmart and arranged for a warranty repair. Since then Brandsmart has sent the repairman to my house 3x and my range is still broken. First, had to order a part-took weeks and then allegedly part arrive damaged. Then a few more weeks and and repairman came out and wrong part because range still not working. Next time another part ordered- another visit and another part replaced and still same problem. This was last Monday. Supposedly part ordered rush. I called today and my part is supposed to arrive today if it is the right part this time. Rush orders take 1-3 weeks with Brandsmart. Apparently little is known about how to repair my range or the right part would have been identified the first time. I think it is outrageous that I have been without the ability to cook for my family for over two months. I cannot begin to calculate the expense in buying food that can be prepared in microwave and eating out as well as on my families health. In addition-this will be the 4th time I will need to be home and miss work for the repairman. When I call Brandsmart-sorry, nothing we can do. No apologies or anything. I spoke to a Melinda Taylor today who said she was the supervisor and there was no one over her I could talk to.

I went to Brandsmart a few years ago, August 2007 to purchase a TV for my boyfriend. I purchased a 42" Phillips plasma. It was an open-box item so it was cheaper than the others. I also bought a stand and a 5-year extended warranty, bringing my purchase to about $1100. The TV had been fine, and we were actually suprised at how long it lasted, considering it was an open-box item. But in August 2010, the TV died. We had moved out of state over the years, which meant we couldn't just go to the store. We followed the proper instructions for redeeming the warranty out of state. A local repair service contracted with the warranty company came and took the TV to see if it would be repaired. When they concluded that they would not repair it, we were told the TV would be replaced with a 42" LG plasma.

First, we were told somebody would contact us to get the shipping information, and they never did. After contacting them a week later, my boyfriend was told they were going to mail him a gift card and he was to purchase the new TV online. He never received the gift card. He then called and spoke with a supervisor about the process taking too long and he wasn't willing to pay for shipping on an item that has a warranty. The supervisor agreed and said she would take care of it right away and he shuold have the TV within a week. Yesterday marked that "week". He has been without the TV for over a month. And when he called them today to find out if it has even been shipped, he was told they're going to try to find him a tracking number and call him back.

Horror story, "brandsmart" 50" plasma broke on 9th under warrantee tech came 10th, spoke warrantee dept on the 14th, they claimed to be waiting on brandsmart service, service said part ordered should be in by 19th next extended it to the 26th but can take as much as 45 days. They said by law they can look for the parts 45 days before they had to replace tv. Be careful of brandsmart and warrantee dept, poor communication, bad service. Pass to all, warning! The person did not even care if fixed or replaced but with 4 kids to wait this long is criminal!

I have a samsung 42"dlp tv that I bought from brandsmart in 8/07. I got a 3 yr extended plan which I have actually already used once on this unit to fix missing pixels.

Now the problem I am having is strange and does not make sense totally. The tv and different times just will not turn on and the only way to get it to turn on is to unplug the tv for a time. Initially the timeframe for the unplug was 5-10 minutes. The most resent time it was over 24 hours which makes the tv pretty much worthless and that is why it was moved to a bedroom once the timeframe got over 15 minutes.

This problem has been going on for over a year and before you say why did you not get it fixed then I will tell you I called initially and they told me that is the tech could not reproduce the issue I would be charged for the call... I was fine with that except when they tried to schedule a tech it was going to be almost a week before they came out. This would not work at all because this was a main tv at the time. And if I move the tv to another place it would work once I plugged it in thus getting me charged for the service. Not good.

So I waited. Then when I had the pixel issue I asked the tech about the problem when he was fixing the tv. The recommendation was to hope it gets worse since the warranty company will try not to cover anything. This is when I moved the tv to a bedroom. This was a few months ago.

Now about 2 weeks ago the issue happened again on its sparatic schedule and the tv would not reset after 24 hours. So I decided I could not wait for the wonderful service company to come and keep my tv for a month or more (which has been the case the last 4-5 repairs) so I bought a new tv. This tv was moved to a room that it was not hooked up in. It has been sitting since then.

So last night I get the information off the tv so I can call and decided to plug it in and guess what... It turn on. So I figured I would call anyways. Once on the line with the warranty company I explained everything including that the tv is no longer in a usable position. I was told that since the tv works now I have to wait till I can reproduce the issue otherwise I would be charged for the service call... I expressed my concern and reminded that my warranty runs out in august of this year and the reponse was purely a"hope it happens again" so it can be fixed.

Unbelievable. I will say that when I had an intermittent issue with another samsung tv I had that was still under samsung's warranty samsung sent a tech out no questions asked.

I cannot believe — well actually I can — that a company would treat its patrons like this. And add the fact that brandsmart continues to do business with them when tons of people complain about them. Mark this as yet another reason why I will not purchase an extended warranty for anything that is critical in my house because I know it takes forever and a day to get anything done.

I am now stuck with a tv that from time to time decides it does not want to work and I can't get it fixed. Thank good screwing people over is not against the law as long as you word it right.

Washer did not start and complained on 6/05/10. Till 6/12/10 they were waiitng for parts and have no idea when that will be ready.

Will never sign up for Brandsamrt Service Contract.

This store argued with me about exchanging and xbox. I bought it 15 hours before and I brought all the receipts. It made grinding noises and ruined a CD. I had to go through 4 people and a mgr to get the credit and I was told I was a liar. finally got my money back and thanked the mgr. He told me he wasn't helping me, he just wanted me gone. People around me were shocked and angry. I initially only wanted an exchange. Theytold me they didn't make the machine so they weren't responsible. They asked me if I knew how retail worked and they don't exchange things. Theytold me my xbox worked fine. Why would I return a perfectly good machine for a different one? I have never been so angry. Other people were walking out of the store angry. I waited over an hour to get a return and was called a liar. This is the worst service I have Ever received at a store and I would never recommend it to anyone. In addition to that the prices are not cheaper than anywhere else. In fact the game was 10 dollars more that Target and the Xbox was the same price. I would pay more money to shop somewhere else just to get good customer service. This company just doesn't get it.

The short of it is BEWARE of Brandsmart USA and extended warranty!

Every step takes 5 business days, 5 days to order parts, 5 days to put a trace on the order parts, 5 days to find the order to find the order. Then it here is the replacement for your TV if it is not the same it will take 5 days to find another one that me be a replacement. Then guess 5 days to process the paper work to get the replacement. I'm into this for 46 days now! I don't know if the all the same what I do know is "Customer Service" at Brandsmart is an Oxymoron!

When Brandsmart initially told me that the earliest service call for someone to repair my brand new washer was a week and a half from the date I called, while irritated, I figured what can I do? Then they tell me that they have two windows: from 7-12, and from 12-7, that I'd have to be home waiting for the person, I was forced to move the date another four days to a weekend.

After juggling my schedule, canceling things I really wanted to attend, going home early on a Friday night, etc, I wait. And I wait. 11:30 am I call, and they tell me he'll be there before 1:00. 1:30 I call, and they tell me its now an afternoon call, so he'll be there before 7. Are you f*&king kidding me?

How can service be so idiotic? I'd buy elsewhere for my next appliance. No question.

I reapplied for an instore credit card from brandsmart and was denied. A few days later I received a letter from ge consumer finance saying they needed more information from me. I sent them a copy of my most recent phone bill and a statement of income verification. It has been 4 weeks and I have not received a response. They gave me no phone number to call to follow up.

Purchased a washing machine on 10-26-09. Was told I would receive a call night before to make delivery. I received call 20 minutes before attempting to drop off. I informed them I was not available and if they could come back. They could not. I called Brandsmart to complain about the service. I contacted my salesman, Harunani who stated that "I will make sure they call me the night before making delivery". I received a call from the store to tell me they would deliver between 10am to 1pm on 10-31-09. I told her I would not be there before noon. She said she would note that. I also received a call from the delivery people and told them the same thing. On 10-31-09 at 9:52am, the delivery man called to tell me he would be there in 10 minutes. I told him him I could not be there before noon and that I had scheduled it. He said he had no such schedule. I then told him to forget it, that I will be going in for a refund. I came in and dealt with a man named Keith. He told me they tried to deliver and was turned away twice. I told the him the story and he implied that I was lying. This is the worse service I have ever received. I will never come back and will never recommend this place.

Beware of baitnswitch mart! Brandsmart is a joke! Brandsmart employees sell you a warranty package that they tell you covers up to $2500 for parts and labor on a particular tv. Then when a lamp burns out, the pathetic warranty company that brandsmart uses tell you that it is not covered under the warranty and that I should have purchased a lamp warranty. A separate warranty to cover another part. Wtf! Does brandsmart really believe their employees will explain that their are 2 different warranties. Hell, their employees probably don't know that their is separate coverage. Hoodwinked by a low class retailer! I will never purchase another product from brandsmart again, period!

I bought my mitsubishi 57 inch dlp 1080p television from brandsmart usa in stockbridge, ga back in november 2007. I bought the extended warranty for the tv as well as the warranty on the "lamp" that is inside the tv. Well, on saturday, july 25th, 2009, the lamp burned out. I called customer service the same day to get a new one coming.

I was actually thinking this would be something to where someone would actually come out and replace the lamp for me. But I found out that this type of repair is considered "consumer repairable". So basically all they can do is ship the lamp to me and I would have to do the repair myself. Which was no big deal, they would ship the lamp ups ground for free, and there would be a 35 dollar charge to have it shipped overnight. He said it would not take longer than 5 days, 3 at best.

Well now it's thursday, july 30th and still no lamp. I called customer service again, and apparently there was an issue with the warranty. Both the lamp and the tv warranty were supposed to be "5 years". But the lamp warranty they had as 3 years, so because of this internal error, they had not shipped my lamp yet! And it took me calling them, before they were going to fix it! I was getting furious at this point and they agreed b/c this was their fault, that they would ship it overnight at their expense, but they explained it may take a couple days to get the warranty issue fixed.

Now it's tuesday, august 4th, I called again, and apparently the warranty issue was corrected, but they were waiting on approval for the overnight shipment! Which was already approved by a supervisor the week before! Course now i'm realizing I should have gotten that supervisor's name. Anyways they were supposed to call me after it was approved. No call back. I called again this morning, wednesday, august 5th, and apparently they have sent the order in as a ground shipment! I left the "manager" a voice mail but of course, no call back.

So with this kind of poor customer service and poor service from the supervisors, I have decided to never buy anything from brandsmart again!

My name is Eydie Bowe, and I am V.P. of Customer Operations for BrandsMart U.S.A.
Customer Service is our #1 priority.

If you have any problems and or concerns, please direct these to my attention.
Here is my direct line [protected],
or via my email address: eydie.[protected]@bm1.brandsmart.com
It would truly be my pleasure to assist you.

Sincerely,
Eydie Bowe
VP of Customer Operations
BrandsMart U.S.A.

I spoke to a customer service rep Tasha in the repair and maintenance department that needs manners. i called to get a time as to when the tech would be at my house i was told noon to 5pm she basically called me a liar and that she said up to 7pm. The Perlmans need to hire people that are customer service oriented.