Brandsmart USA Reviews

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.

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.

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.

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.

Serge

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.

"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.