Louis J Yur
map-marker Deerfield Beach, Florida

Service is

I purchased what the sales person said was a top of the line Professional Series Frigidaire Refrigerator. I also purchased the extended warrantee because the salesman said it was the best in the business (I wish I had read these reviews first). DON'T DO IT. The warrantee people are not part of BrandsMart as they claim. It takes days for them to respond and they do it in cycles. First it takes 2-3 days for them to send out a claims representative who pretty much does nothing but verify the refrigerator is there. Next after 2-3 more days they send out a repair tech. He is supposed to diagnose the problem. Then after a few more days they send out an actual service man who does nothing but add Freon to what is supposed to be a closed system (News flash BrandsMart, the Freon isn't supposed to leak out once its put in) Anyway after this guy adds the Freon he tells my wife "We'll know if this works by April". Guess what it didn't. If the Freon leaked out once and you refill it without repairing the leak it’s going to leak out again genius. The only good thing I can say about the last guy is he was right. On April 16th I had to throw away another refrigerator full of food and began another cycle of waiting. After 3 days they sent a kid over who put a thermometer in and verified what the digital thermometer on the top of the line fridge said which 60degrees was. He said “its not cold enough” (another genius). He said he’d put on his report that it’s a sealed leak and the unit should be replaced. When we called the manager whose name he gave us, she said he didn’t write that it was unrepairable so they are going to send out a repair person on
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Loss:
$1125
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Llewellyn Lpn
map-marker Brooklyn, New York

Brandsmart Usa - Dryer Review from Brooklyn, New York

I purchase a dryer from the brandsmart in Stockbridge GA. The dryer was delivered on 2-13. 2 *** drivers both claim that neither one was able to pull the cord of my old dryer out of the wall socket.

I said to them, wait five minutes and let me call the maintenance guy for my complex. They would not wait. Maintenance was there in less than 5minutes.

I said to them, please take the dryer back with you. But they said to me to get someone to unplug the old dryer and they will come back on Monday to hook it up.

They left the dryer sitting in my living room.

At this point I am now mad. Called the store and told them that I no longer wanted the dryer and to pick it up asap. They said they would be back on Tuesday to get it. Brandsmart was a no call,no show. I called them and of course they had no records of a pick up but was yet trying to convince me to keep it. absolutely not!!!!!!!

I was called at least 6 times from them all trying to get me to keep the dryer. Last call was it, I went off. Told lady from corporate that not one time had any one apologized to me but was all busy trying to get me to keep it. They then advised me of a restock fee as well as a pickup fee. What the ***?

I told them to come get their freaking dryer, I don't want it and they have just lost any future sales from this first time customer...

They called back again from the store of purchase stating they had spoken to corporate and will waived the $80 dollar restocking fee and will only charge me $39.88 to pick it back up.

I told them whatever and to come get their shot. Yes I was highly passed.

I will be NEVER, EVER EVER PURCHASE ANYTHING ELSE FROM THIS COMPANY AGAIN. THEY PREY ON THEIR CUSTOMERS.

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Reason of review:
Bad quality
Anonymous
map-marker Atlanta, Georgia

BrandSmart Service Terrible

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I purchased a washer from BrandSmart in 11/13. The washer stopped working on 10/11, I called the warranty number (that came with the paperwork along with the 5 year extended warranty I also purchased).

I was told that someone would call me to schedule the service within 24 hours. I received a call back on 10/13 and was told that it would be 10/17 before anyone could come out (I think a full week lead time for service is not acceptable - what if it had been a refrigerator or a freezer, everything would have ruined). The technician showed up at about 3pm on 10/17 and it was determined that the pump had stopped working. I was told it would be about a week before he could get a new pump, I expressed my displeasure with it being 2 full weeks before I could use my washer again.

The technician said he will put a rush on the part and try to get it repaired as soon as possible. I received a call on 10/21 from the scheduling department and she asked "Would you be available for service on your washer on 10/31" (three full weeks), I told her no I was not and I needed my washer fixed this week. She said that she would have someone from service to call me back, as of 5pm yesterday no one had called me back. I called them again and after going through two different people a lady by the name of Sally said she would take my information and have her supervisor to call me back.

He called back about 15 minutes later (this is all in the customer service department) he listened to me and then took my information and said no one in the service department is answering the phone so they must be gone for the day and he would have a service manager call me back first thing today. As of 10am no one had called me back, so I called again and asked for a service manager. The lady in service that answered the phone said she saw no record of my call yesterday and all of the technicians were booked and it would be 10/31 before they could come out. I told her that was not acceptable and after about 10 minutes on hold she came back and said the best I can do is have someone come out on 10/30.

I asked for her boss, she gave me the name of David Maglorie that is supposed to be the Georgia District Manager and he phone number is 954-797-**** extension 204231 and offered to transfer me to his voice mail. I left David a message and I'm awaiting this return call.

Do yourself a favor do not ever purchase anything from BrandSmart (as in major purchase) you will be stuck with a broken item and get nothing but a run around from the customer service and the service departments.

View full review
Pros:
  • Initals sales was great
Cons:
  • Repair service department
  • Customer service department
Reason of review:
Poor customer service

Preferred solution: Repair defective items in a timely manner. For me, fix my washer ASAP as in this week.

Anonymous
map-marker Miami, Florida

Compramos television y me la entregaron rota.

Compre *** mi familia una television, a el momento de la entrega en el area de pick up, la persona lo medio saco de la caja me lo medio enseno y a el querer volverlo a su caja, no podia, asi que decidio hacerle fuerza unas cuantas veces hasta que al fin lo hizo, me la lleve a mi casa y espere a el otro dia para la instalacion de la persona del cable y cual fue mi sorpresa....cuando la sacamos de la caja la pantalla estaba rota...seria por las unas cuantas veces que se le hizo fuerza para entrarla de regreso a su caja??????. volvimos a los dos dias .....tiempo el cual espere por la instalacion del cable..y el sr Jose Prado , manager de la sucursal de la 167st y 47 ave, me diijo que por ningun motive me lo podia cambiar, que yo lo habia roto t eso era todo....El dia siguiente mi esposa volvio a tartar de hablar nuevamente *** los Managers de la tienda que muy groseramente me amanazaron *** llamar a seguridad si no me iva de las instalaciones, a eso le llaman un Manager, una persona tan despota y que nisiquiera trata de ayudarte , pedi ver el video y me lo negaron...ahora tengo una perdida de $600 Dolares que nadie quiere dar la cara para arregalar....servicio terriblemente malo, los manager son de lo peor.
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Loss:
$600
Anonymous
map-marker Bridgetown, Saint Michael

UNACCEPTABLE CUSTOMER SERVICES

Permit me this opportunity, to make a comment out of utter disappointment! Based on the impressions from a few of my work colleagues, associates, and also my prior experiences, as they specifically relate to the BrandsMart customer service experience; we were literally blown away (to say the least), with the scant disrespect meted out, almost every time your Sawgrass Mills store location in Sunrise 33323, was contacted. Simply put: The general attitude of the sales staff, is a lot left to be desired. They are rude, obnoxious and overly discourteous, with respect to how they interact with customers' questions, queries, and/or legitimate concerns. So much so, that this unacceptable, and inexcusable behaviour has unfortunately become the rule rather than the exception! Consequently, we have just finalized a $178,500 dollar order, with your competitor 'Best Buy' who apparently respects, values, and generally appreciates the significance of the 'customer' as a whole.
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Tylor Cpp

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Verified Reviewer
| map-marker Duluth, Georgia

Home appliance broke down

The home appliance and laptop that I purchased from here broke down after like two weeks. They don't even function like new. Called them and they put me on hold for hours. and they are people who are lack of responsibility. Please I'm here to help you save your time and money. Save yourself time and go to other stores please. This is the worst customer service ever exist. and cheap stuff that will break down asap. yuckkkkk This is probably the worst place that I have ever been. Fry's and BestBuy are the stores that you should consider purchasing what you need or want. Thank you for reading. I hope I could help and don't listen to them about compensating they are not gonna do ***.
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Anonymous
map-marker Hialeah, Florida

Terrible Customer Service

Do not buy any Apple products at Brandsmart, even if it is a gift! If you have to return it you only have five days after the date of purchase to return.

They do not tell you this when you are purchasing it. Even though I was told by the manager at the Sawgrass store that that was an Apple policy, it is not. They even tell you that Apple will refund the money to you even though it was purchased at their store. Also not true!

Be careful asking for a manager too, everyone claims to be the manager.

There is no customer service at this store and they are blatantly lying to their customers.

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Loss:
$500
Anonymous
map-marker Miami, Florida

Lack of consideration for the customer

This is the second appliance we buy at Brandsmart and have problems, before we were able to return it because the problem was seen before the thirty days, but before that we bought another TV almost a year ago at Brandsmart store that is located in The Palmetto and 176, in Miami FLorida, this one we could not return it for having spent thirty days after the date of purchase, thank goodness we bought the extended warranty otherwise our money were lost, at this date the TV is out of service and when we call the customer service of this company, they said they would send a technician to check the TV, the technician took about three days to come and surprise something that we already imagined "they did not have the part in stock", took 15 days to come back with the part, but the "new" screen was already broken, again we have to wait now the other part comes, god willing it will not be in another 15 days. We called customer service wondering if there is something else could be done, and offered to take the TV and exchange it for something similar in the store or by one of similar value and they just said that was not possible. Wonder if these guys know one day left to take advantage of work is wasted money because we have lost three good working days, not counting obviously bought another TV because it's almost 20 days without television. My advice is try not to buy in a store where the extended warranty is a must and if you have to for some reason I wish the best of luck, because it is clear that they do not sell top quality products and have a terrible post sale service. This is a business just for them, your money does not count for this company and you're just another client, there is no consideration whatsoever to the problems they themselves cause.
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Loss:
$2000
Reason of review:
Damaged or defective
Sherrian Hve
map-marker Miami, Florida

BrandsMart Lack of Cust. Service

On purchased a Stern and Foster mattress from the store on US1. The sales associate recommended a firm mattress vs a pillow back because of my back. I signed on the dotted line and anxiously waited for my new mattress and what expected to be a good night sleep. WRONG! I was not able to sleep comfortably and found myself sleeping on the couch. I called the store the next day and explained to my sales associate that I needed to return the mattress and purchase a less firm mattress. Of course, now they were not so eager to help and I started to get the speech about how mattress are not refundable. I explained that I would be willing to purchase a more expensive mattress and pay a restocking fee. I was told a Mgr would call me back. No one called me, so I went to the store to speak with a Mgr. Again I was told that only Corporate could make the decision to exchange a mattress, and that he would email Corporate office. That evening I received a message that BrandsMart wold not be able to exchange the mattress. Very disappointed as I know that this mattress is hurting my overall well being.
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Loss:
$2000
1 comment
Guest

How would you expect them to take back a mattress!!?? Come on!

Use common sense! When have you ever been to a mattress store and seen a used mattress for sale?

Not in a MILLION years! That's like buying a toothbrush...using it...discovering the bristles are too hard and try to return it!

Danyell Egp

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Alpharetta, Georgia

Brandsmart USA - New whirlpool refrigerator leaks water

I purchased new whirlpool refrigiratro at Doraville, Ga Brandsmart on April 28th 2013 for my rental home. The refrigerator looked OK when it was delivered but a 1 week later I found slabs ice formed on the door and water dripping slowly. The water soaked my new laminate floor. Tenants and I went through *** to move the refrigerator to the garage.

The customer service put me on wait forever and then asked me to call whirlpool. Whirlpool sent a guy who said it will take 6 to 8 weeks to fix. I called Brandsmart again and they(after putting me on hold forever and being transferred a million times) argued that it was now past one month and they will not replace my refrigerator. Is this not trickery?!!

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Loss:
$1500
2 comments
Tylor Cpp

Don't come to this store! and whoever named Linda is the worst customer service provider ever.

Rude as ***.

Don't come to this store, go to Fry's or Best Buy way way better and better customer service. Low key uneducated staff in this store

Guest

I am sorry to hear you are having a problem. Please call me at 1-80*-***-**** ext 4530 so I may assist you.

Thank you

Linda Solis

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Anonymous
map-marker Deerfield Beach, Florida

New Daewoo refrigerator doesnt work

I purchased a new Daeeoo refrig on 4/10/13. Brandsmart delivered afternoon of 4/12/13. Never verified that it worked. My new tenants show up to move in today and lo and behold no working refrig. One would think when they deliver and install they would verify the stuff works. The Brandsmart delivery and install crew just wanted to dump it as quick as possible without spending 5 minutes to see that it started to chill. When I called their store had to go thru 3 or 4 "press this number" and then put on hold for 10 minutes. The manager never responded. Ser i e department says it will be Wednesday before they get to it. In the meantime very nice and new tenants are questioning me as to my landlord responsibilities. I can't blame the tenants.
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Loss:
$1700
3 comments
Guest

My name is rosenie Excellent I bought 2 7" tablet cases but they do not for the tablet.I was wondering if I can return them and get 2 8" tablet cases.My number is 772-882-****

Guest

Hello, My name is Linda and I am the customer relations manager forBrandsmart USA. Please contact me at1-80*-***-**** extension 4530 and I willBe happy to assist you.

eydie b

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, questions, and or concerns, please direct these inquiries to my personal attention.

Here is my direct line 954-797-4030, or nationwide 1-800-432-8579, ext. 4030.

Here is my email address eydie.bowe@bm1.brandsmart.com

It would truly be “my pleasure” to assist you, please do not hesitate to contact me.

Sincerely,

Eydie Bowe

VP of Customer Operations

BrandsMart U.S.A.

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Anonymous
map-marker Miami, Florida

South Dade Location is Incompetent

After the employee in the Returns Department demonstrated how to set up my new tv, she carelessly forgot to put the power cord in the box. Nevertheless, when I arrived home, I was dispelased with the oversight. Calling the South Dade location is a nightmare. I was transferred several times from one inconsiderate individual to another until I found "Arturo", the Returns Department manager. Unfortunately for me, Arturo did not find fault in his employee's error. When I suggested that he send one of His drivers to deliver my power cord, he laughed. When I suggested that he do something to compensate me for my time, he chuckled. It's not funny. Consumers are busy...busy working. Taking time off work and driving 20 miles to Bransmart to purchase a tv for my grandfather was supposed to be a one-trip activity, not two. However, according to Brandsmart, and "Arturo", it is MY problem, MY cost to bare. The only thing I shed is Brandsmart from my destination list. Looks like I'll be spending my money at Sears, HHGregg or TigerDirect.
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Loss:
$100
Destaney Rop
map-marker Miami, Florida

Bad customer service

I purchased a ge french door refrigerator beautiful . I had it delivered last week and two day later my contractors tells me the refrigerator is the wrong size. I call me sales person he tells me that there a smaller one I tells great I will pay for the exchange and the new one is in the box still I arrive the next day to customers service and the manager will not let me do the exchange i tried to explain that its within 30 days and she will not let me tell her she continued to talk on her cellphone and would not listen to me. I am very upset with your company
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Loss:
$2600
Anonymous
map-marker Darlington, South Carolina

Mrs.

When I ordered a clock, instead of a comfirmation, I was told to return to merchant. I did so and re-oredered the merchandise. I sent an Email saying if two were ordered, please cancel one. When I got a confirmation that two had been mailed, I sent another Email saying I only wnat one. I received two today and am sending one back without opening it, using the return sticker of the first one with the correct number writtn in. You need to include a phone number so that an actual person may be contacted to ascertain the status of an order and prevent such ridiculous mix-ups. Your service is shabby.
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Loss:
$10
Anonymous
map-marker Miami, Florida

Never have product list in ad

brands mart puts out ads in the newspaper that would be considered as a good price. But every timei try to buy one i'm told: 1 ad's not for this store. the ads never say its at any particular store buts its always at another store not here 2 don't know anything sell and we can't/won't honor it even when showed the ad. 3 all out or never had them get the point every time i try to buy the itemsthey never have them its a twenty five mile drive so i lose no matter what. this has happened many times
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1 comment
Guest

then stop going...

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