Brandsmart USA

The first thing I noticed was a discrepancy between Brand Smart's description and Bene Casa's, the manufacturer. The unit has dual burners on the top of the unit and brand smart described these burners as dual burners for stovetop cooking. Bene Casa's manual states that they are only hot plates and cannot be used while oven is in operation. This was a big deal for me since my stove is not functional at this time. I tried calling the manufacturer to clarify this and their phones are not manned And I had to leave a voicemail which was never returned.

I decided to go ahead and register the product for warranty purposes at the manufacturer and the online form requested the UPC code from the product which I did not have since I had thrown away the box already. I contacted customer service at BrandsMart and was told that they did not have this information, but that the UPC code was on the unit itself, which it is not. My impression was that she was dismissing me as soon as she could possibly do so. So, I decided to try and call the manufacturer again, and this time, not only were the phones not manned, but their mailboxes were full as well.

This morning, I decided to call BrandsMart again. Since I had had such a miserable experience with customer service, I decided to try sales instead. I explained to the representative that I had not been able to get this information from customer service and that it should be a simple request since they sell the product and they could get the UPC themselves from the box if nothing else. I don't recall her exact words, but her voice elevated in timber and basically she started replying in a really rude manner. So, basically I have purchased a product that offers 0 support from the distributor and the manufacturer. If the product breaks down within the warranty period, I do not expect to get any help or even be able to reach the manufacturer. I imagine, I will eventually be visiting the Better Business Bureau.

This has left a really bad taste in my mouth for both brands smart and the manufacturer as well. I am kicking myself because generally when I purchase a product, I not only check reviews, but I call the manufacturer and speak to customer service to make sure that I will have support in the event it is needed. Unfortunately I failed in doing that. This does not excuse the distributor nor the manufacturer for failing to provide adequate support. I have no intention of buying anything else from BrandsMart again and I will pass that information on whenever anybody asks me.

In February 2019 I bought a Samsung Brand TV, The Frame Model, QN75Q9FN, of the year 2018, for a feature that has that TV, and that is that it is ONE CONNECT, the cost of the TV was $3597.99 and that same day I bought a warranty for 5 years that cost $ 599.88, the warranty expires on 02/18/2024. The TV is currently broken, I called the warranty service and they sent me a BrandSmart technician to check the TV, the result is that the Screen is damaged, factory defect, and the warranty covers it. The warranty service sends me an email giving me two options, they give me a TV Model (SAMSUNG QN75QN90BAFXZ) that is not ONE CONNECT or they give me a store credit for $ 1,930.84. I don't want credit, what I need is a TV that is ONE CONNECT.

I call the warranty service to inform me of the mail they have sent me, I get a lady who did not even tell me her name, I ask her about the options I have, she only tells me that I have those two options and that I have to choose one of her, I explain that the TV they are offering me does not have ONE CONNECT, that I had bought my TV because it is specifically ONE CONNECT for that feature, I ask why they offer me a TV that does not have ONE CONNECT and has nothing to do or is similar to the one I had bought.

When I said that to the lady, her you changed, she began to speak to me ugly, with authority, telling me that I have no options other than just those two, that I had to choose one of them, and I still did not understand, and I explained that I need a TV that is ONE CONNECT and she insisted on more than 5 occasions that I should choose between one of those two options to process the claim, she kept pressuring me to choose between one of the two options, As if she were in a hurry to solve the problem in her own way, interrupted me on many occasions, did not let me speak, and demanded that I had to choose between those two options.

She was annoyed when I told her that I did not use those two options and she said, "Sir you have to choose, there are no more options, that you are going to choose, it has to be fast, you can not delay", I ask him what year is the TV they are offering me and I did not want to tell me, he told me very rudely and annoyed that I searched the internet for the year in which it is the TV or that it arrived at a BrandSmart store and asked for that TV with the mail they had sent me, anyway, the lady did not want to give me the year of TV and did not want to help me.

I was pressured by her to such an extent that I felt offended, humiliated, undervalued, she was disrespectful of her, in a certain way discriminated against for not wanting to help me with the year of TV, I felt that she passed over me without caring about my situation, I ask her why the haste of me chose one of the options and she refused to tell me, rudely and with disrespect he tells me again that which of the options he was going to choose, I replied that for the moment I will not decide, and that I have to think about it before choosing one of the options.

My question is the following, because they do not offer me the TV 75 "Class QN800B (QN75QN800BFXZ) Samsung Neo QLED 8K Smart TV (2022), which is last year, as it was the one I had bought in 2019 that was 2018, both 75" and both are ONE CONNECT, means that in effect it has almost the same characteristics, and that currently costs $ 3199.99 even less than the one that cost me mine, being a lower value than mine for $ 398.00.

I have spent almost $ 3000.00 dollars on a piece of furniture that I had made specifically for the 75" TV of ONE CONNECT and with all the equipment that I install to the TV in that cabinet, and I will lose all the aesthetics and design completely if they give me the TV they want to give me. I do not plan to choose any of those two options that are offering me and less with a lady who serves the client badly, mistreats him, humiliates him. I've been shopping in that store for years, it's a shame and a pity that they have humiliating people in such a position of Customer Services and the reputation of the company is tarnished and lowered by a bad service of an employee.

I was told they would charge 20% re-stocking fee because we removed the shrink wrap from the boxes. I explained to the lady these were the instructions given by the salesman and that the items were in the boxes, exactly where their driver left them. She said they would still consider them used and charge this fee. This is beyond unethical and a premeditated scam practice that seems to be spread across this company. Stay away from this company!! I will fight this. Their receipt says nothing about this. The return policy says nothing about this.

Samsung should be able to fix or be responsible for their products, but that is not the case. To top this, explaining everything to each customer service is frustrating, they all have different reports from the technicians, and requesting to speak to a supervisor gets worst. Supervisors are NEVER available, they don't care if you wait or they schedule a call back. WORST EXPERIENCE.