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Reviewed Nov. 29, 2023
Purchased appliance and was charged on 11/10/23 almost $5000 and promised delivery and installation for 11/28/23 and when they delivered they did not sent stove. After 2 hours with manager Carlton, he told me that even though I wasn't then sell my charged and set up a delivery they don't guarantee to hold my purchase and they sold the stove to someone else during the time I paid and the delivery date, now I have to wait 3 more days hopefully and they will deliver me the stove but are too busy to install it as promised when I purchased. This can't be legal to take money and then sell my stove to someone else who wanted earlier delivery.. Now I have to pay my electrician to install what I already paid Brandsmart for.
Reviewed Nov. 21, 2023
Customer service does not want to do their job. Have a problem with damage done by a tech and still have not had it resolved in over three weeks. I have called many times over, and keep getting the same answer... So I guess that makes me Insane. I was stupid to buy a product from this company as they are the worst from the sales people to the delivery person, to the people you speak to on the phone. After just over a year have the compressor break on a new LG refrigerator, called in and took a week for a tech to come to my home then he just looks at and says it's broken and I have to get the part for it. There goes another week. Then have to wait a week more after the part comes to have come back. He comes back to repair it and damages my floor.
I called in right away about this and am told I have to wait till he closes the job. The tech says he notified his boss and took a picture of the damage... It has now been almost a month and I am still waiting after many calls and the normal it's not my job. It is so very disappointing that service has gotten to this level. Do not buy from them at all.. just let this company go out of business.
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Reviewed Nov. 20, 2023
Had a terrible experience with getting my dishwasher fixed. My landlord purchased our dishwasher from here. It broke within 3 months of using it. On the day of my appointment to repair it I missed the rapair man's call at 8:57am. I called back at 9:10am. They told me they couldn't come to repair my dishwasher because I had missed my appointment. How ten minutes is missing my appointment is absurd to me. My appointment was scheduled from 9am-1pm. How was I supposed to know that if I didn't pick up at 8:57am, even if I called back in ten minutes, that somehow my entire appointment would be cancelled. They didn't even reschedule me for later that day. I called a second time to speak to someone else and when I asked the different representative for the manager, she literally told me no. I was told a manager would call me back, yet no one has. Absolutely shocking service.
Reviewed Oct. 25, 2023
I made the biggest mistake of buying a refrigerator from Brandsmart. The refrigerator stopped working in less than six months. A Whirlpool refrigerator. It's theft. And since then we haven't stopped repairing. Let's say I have warranty on Whirpool and Brandsmart, we haven't stopped repairing. Today it's the sixth time we've come to a repair, and I've already paid for everything, and he still not working. It's organized theft. It's a scam well organized by this company. It's a scam to charge money for something that is fake. It's mean of them. Buying a refrigerator from Brandsmart was the worst purchasing mistake I have made in my entire life. It's the worst company ever. My worst mistake, my biggest bad purchasing experience.
Reviewed Oct. 10, 2023
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 that same night and heard a popping noise from inside the garage. My lights started flickering inside the house and I heard more popping sounds. Luckily, I was there and ran out into the garage to see what that noise was. Immediately I smelled something burning and then saw smoke coming from the back of the dryer.
My daughters helped me open the garage door and I somehow was able to rip the dryer from the wall to drag it out into the driveway. Through the vent, I saw flames coming from inside of the dryer and they were getting larger. I had to use an entire kitchen fire extinguisher to put the flames out. My air conditioning unit is right behind the dryer, so my entire house has smelled like fire and smoke for days. It took me sending complaints to the BBB to finally get a response back from BrandsMart 4 days later. They then sent the installer back out only to find that it was in fact their mistake when working on the machine earlier that day. They tried to quickly settle with a replacement and told me to take up any further claims with Samsung.
Thankfully I didn't settle because when the Samsung Technician got here a week later, they confirmed that this was the fault of the BrandsMart Technician not clamping the internal wires down after service and that Samsung will in no way be responsible for any part of the damages. BrandsMart then handed the claim over to their third-party claims administrator who hasn't gotten back to me in a week. I've left multiple messages and sent multiple emails. The lack of communication once again is what is so upsetting. Currently I've paid out of pocket to have my AC unit serviced, my AC ducts & vents cleaned, the drywall replaced in my laundry room and not to mention the money spent from having to use a laundromat and dry-cleaning services since July when I initially started having issues with the washer! It should not take 3 weeks to solve this problem.
Reviewed Oct. 9, 2023
Horrible company. The rep wouldn't even listen and then the manager was equally awful. My landlord ordered the appliances and I only asked them to call me as I am a physician with clients back to back and they were both rude and not helpful. I would never order from this company myself! This company does not care how they treat people. Spoke with Shanika, the supervisor.
Reviewed Sept. 28, 2023
I purchased an extended warranty on a $800+ home theater receiver. I did so because two of the last five equipment purchases at Brandsmart died or had significant performance issues within the first two years of ownership, plus the sales people are like vultures when it comes to sales and extended warranties. The sales guy said that if I have any issues with the device that I could bring it to the store within my warranty period and they will evaluate at the store the issue and determine if it needs to be replaced or serviced. Turns out to be nothing but a sales pitch.
First lie, you actually have to call their warranty department for a warranty number. A couple of days later you will receive an e-mail for a shipping label. They were so not wanting to take my device that within hours of receiving the number I received an email asking me if I was still interested in submitting a claim, just weird. Instead of bringing the device to the store, which are not allowed, I had to find a box with padding for my 20+ pound receiver and haul it over to a FedEx store. The Brandsmart phone rep told me that it takes a maximum of 48 hours once the device is received that it will be diagnosed. If the device can be repaired it will take no longer than 7 days. Second lie, per the service department where I sent my device to, it takes 7 to 10 days to just diagnose the failure. Third lie, I have been waiting almost 2.5 weeks for some type of correspondence with my warranty status. I have no idea if they can repair it or if they even still have it.
Warranty Website: This should be enough not to trust their warranty. The warranty website does not work. It takes 3 to 4 minutes for the site to load. After it loads you cannot click on any items to login, create an account, check claim status, etc. I have been trying for two weeks on different browsers on different computers and I have the same results each time. I contacted the warranty department about the issue and they told me to wait. I did time and time again with the exact same results.
Overall: My personal experience is the extended warranty is a waste of money. I have seen a higher failure rate for Brandsmart equipment than other stores, so any cost savings or sales they have is not worth having dead equipment within two years of purchase. Truly I hate to see this because I like brick & mortar stores for equipment orders over online retailers. I like to see the equipment firsthand, test it out, etc. prior to selecting a device.
Reviewed Sept. 16, 2023
The experience with Brandsmart service department is nothing but sucks. Someone named Debbie hung up on me because I asked her to let me speak with a supervisor after she was being useless. I purchased a 75 inch LG TV less than a year ago. I purchased extended warranty and I paid for screen protection coverage. Sure enough something went wrong with the TV screen. When I called the service department, I had to wait for 9 days to get an appointment. The technician called me the night before and said he would be coming between 12 and 2p.
The day of the appointment the technician called me at 10 o'clock and said that he was in the area and that he was 30 minutes away. I said to him that I was at work and that my appointment was between 12 and 2. The technician replied and said to me: "Sir, this is like a court date. You should have taken the whole day off from work to wait for me." I said: "Excuse me?" He hung up. I left work at 1pm and rushed to be home before 2. The technician didn't show up until 6:30pm.
After he assessed my TV, he determined that the TV panel needed to be replaced. That was on August 29. I'm still waiting. I tried to call the service department. I spoke with Patricia. I spoke with this woman named Debbie. They both were useless. When I asked to speak with a supervisor, Debbie hung up on me. I kept calling and finally spoke with a girl named Herrick. I hope I spelled it correctly. She placed me on hold. Finally someone's named Irene came to the phone. She said she was a supervisor, which I did not believe due to her poor attitude. She tried to defend the behavior of the technician instead of apologizing for what happened. I still don't have a TV for my kids to watch. Brandsmart is the worst company ever. Everyone reading this message should stay away from brandsmart. Their service department is suck.
Reviewed Aug. 2, 2023
I was cut off by a delivery truck owned by Brandsmart USA. The passenger thought it was funny. We were 1.5 miles from the store so since I live right next to the store. I followed them and took pics of the truck and truck #. I went into the store to speak with the GM but was advised he "took the day off" and the acting manager was a female who had an attitude right off the bat! Being I have live next to the store for 19 years... I know everyone there that's been there for any notable time. She wasn't one of them.
She attempted to tell me she had been there for many years and she's never seen me. When I advised her that I not only have been coming here since she was a child, I OWN part of this company as I am a Share Holder! I have stock in AARONS Company which OWNS Breandsmart USA! I was getting nowhere as this lady not only didn't WANT to hear even the story as to why I was there, she was to the point of flat-out rude. NOT someone I would leave in charge of a store!
I am now strongly considering selling my stock in the parent company as it hasn't done any real growth anyways... just like the woman they put in charge of "Helping Customers"... I can't own and support a company that can't even help a customer file a complaint on a staff member that was misrepresenting the company by driving erratically.
Reviewed June 22, 2023
"Beware of this fake warranty" I am deeply dissatisfied because I lost $3850 with the dishonest practices of Brandsmart. Their failure to provide adequate service and honor their promises is nothing short of unethical. I urge anyone considering doing business with either of these companies to proceed with caution and carefully consider your options before making a purchase.
"Fake warranty promises" Beware they trick you at the time of the delivery their tricks is to deliver older model cheaper model previous model than you paid, double check you invoice if is the exact model and référence of the TV you paid before you leave the store! Mostly with Sony model the price is different for 85" 85j or 90j or 95j or 95k.
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