BrandsMart USA Arvostelua 

Zero Stars - I am filing this complaint regarding a highly unsatisfactory experience with BrandsMart USA involving the purchase of a Sony Bravia 9 television. Approximately two weeks ago, I contacted BrandsMart customer service to purchase a Bravia 9. I was told that the unit was located at the Palmetto Store in Miami, being held for me and would be delivered that Thursday. On Wednesday, I received a call confirming delivery for the following day. Later that same day, however, I was told that the television was out of stock. Concerned, I spoke with customer service manager John, who assured me this was incorrect, and he had personally confirmed the unit was secured for me, and guaranteed delivery. Thursday passed with no delivery. John again reassured me that it was simply a holiday delay, and the TV was secured, and promised that I’d receive a delivery date after the Fourth of July. After the holiday weekend, I received a call from the delivery driver stating that I was his next stop and he would arrive by 9.30 a.m. I immediately went home to meet him, but he never arrived. I waited over two hours and repeatedly called the driver with no response. At no point did anyone from BrandsMart proactively notify me that the delivery was not happening. I was left waiting and forced to call customer service myself, just to find out what had happened. Customer service then told me the TV had never been loaded, and later that the Bravia 9 had been out of stock all along and was completely unavailable. This directly contradicted multiple prior guarantees. BrandsMart then offered a lower-tier Bravia 7 and stated they would honor the same price. I made clear this was unacceptable. I had specifically purchased the Bravia 9 for its premium features, I repeatedly asked John to discuss a different resolution. In five separate courteous voicemails, I requested a call back and explained I was not satisfied with the proposed substitution. John never returned my calls. Furthermore, I was told that the Bravia 9 would be refunded and the Bravia 7 would be price-matched. However, I never received written confirmation or a receipt for any refund, and I was charged full price for the Bravia 7, without the promised adjustment. Each time I followed up, I was told there were system issues and instructed to call back. As of today, I still have no refund confirmation, no price adjustment, and more than $6,000 tied up in unresolved charges. This situation reflects an unacceptable breakdown in communication, inventory control, billing practices, and management accountability. I am requesting that BrandsMart immediately process and provide written confirmation of all refunds, correct all billing errors, assign this matter to a senior executive with the authority to resolve it, and contact me directly to provide a meaningful and appropriate resolution. After five unreturned calls to the customer service manager, I no longer believe this can be handled at that level. I expect to be contacted by senior leadership with the authority to ensure I receive all funds owed and to provide a solution comparable to the product I originally purchased. I made every reasonable effort to resolve this directly. Unfortunately, due to repeated misinformation, lack of communication, unfulfilled promises, and complete lack of follow-up from management, I am now requesting the assistance of the Better Business Bureau in obtaining an appropriate resolution. I respectfully request prompt action.

I am happy with associate Joey Disomma,who helped me with my concern. He was very kind and polite. He also provided me with a safe and secured purchase.

Originally I was calling because I was upset that the furniture set I ordered was delivered incomplete, however, once I spoke with Lisa she handled my issue with the upmost compassion to figure out what happened. She even called me the next day with a solution which made my experience positive! Thanks Lisa!

Joseph Disomma has been an excellent representative.

He is patient and always willing to help. He made the purchase process very easy, which made everything more efficient.

It was a great experience.

Five-star experience! Lisa Horowitz was incredibly helpful, professional, and attentive throughout the entire process. She made everything easy and enjoyable and truly went above and beyond. BrandsMart is lucky to have her. Thank you, Lisa! ⭐⭐⭐⭐⭐

They open 10am and Mareyles answered the call at 10:01 am July 4 from the Lauderdale office I guess, and expertly handled an emergency situation and had a new refrigerator sold and ordered for me by 10:17 am and did some magic and instead of 7/8 earliest delivery date some how pushed it to today the 6th. Just had it delivered and installed by 3 very professional delivery and set up crew and we are beyond happy.

3rd experience with brand mart, all 5 star.

Lisa Horowitz was very kind and helpful. She was able to assist me with my questions and needs when no one else did. Her customer service level is very high. Thank you Lisa for all your help.

Excellent service and communication thanks to Marleys Salinas she was very attentive and professional.

I bought a set of washer and dryer recently online , but the washer was defective (leaking water), I then contacted customer service online from Brandsmart and they helped me schedule a technician appointment, when the technicians came they couldn’t fix it and they advised me to contact this phone number 954-797-4097 to help me with the exchange. When I called they transferred me to different departments and the last person told me with this exact words “you don’t get to decide for an exchange “ with the rudest attitude and put me on hold because it was already 5pm and no one at all were willing to help. After that nightmare of experience I reached out to 800-432-8579 where Lisa Horowitz answer the call and I appreciate all her help, she actually listened and provided a solution for my issue and that’s why she deserves these 5 stars and above. Thank you Lisa ! You are doing a fantastic job !

I attempted to order a refrigerator on the website.I am computer literate but this time I had so many problems there are too many to list.I chose to do a chat. That lady transferred me to Joseph. What a blessing! Joseph listened to me and owned the situation. He carefully,quickly, and gracefully solved any and all issues I was having. I was amazed. Joseph told me to reach out to him if I ever have any issues with ordering. I will gladly get in touch if I need help ordering from Brand smart. Thank you, Joseph!

Joe was an amazing agent. I ordered a tv online that was out of stock in the system but Joe helped me place the order over the phone! Very patient and helpful. Highly recommeded!

I made a purchase at brandsmart usa and it went extremely good fast easy great 👍🏾💯 I recommend him to others and will purchase again in the near future.

Lisa Horowitz is a valuable and amazing employee who cares deeply about making sure a customer is happy with their purchase. She goes above and beyond with customer service and Brandsmart is lucky to have an employee like her.

bought an LG TV and had the pleasure of being helped by Marelys. She made everything simple and stress‑free, especially with the online purchase. Her kindness and willingness to help really stood out. She treated me with patience, answered everything clearly, and made the whole experience feel easy.

I felt great about my purchase, and because of her, I’ll definitely be reaching out to her again for anything I buy in the future. She’s amazing at what she does and truly goes above expectations.

Joseph did a wonderful job in assisting with my outdoor grill, the one I was wanting was discontinued and he help me with an alternative option that I believe will work fine!!

Great service! Marelys really cares about her customers personally!