BrandsMart USA — Attraction in Kennesaw

I wish I could give this experience ZERO stars. My husband and I purchased a washer and dryer from the Stockbridge store when we first bought our house in 2020 and had a delightful experience. We should have gone back there! But unfortunately for us, we didn't. We now live near the new Kennesaw store and decided to go there.

I want to say this review does NOT include Keisha, the manager in appliances who was absolutely delightful and a pleasure to work with. Aside from her, everyone else we encountered in the store and over the phone was incompetent. We went on Saturday 7/6 and purchased a $2900 Samsung refrigerator with additional colored panels. Our total was around $3300. We were told it would be delivered on Tuesday, 7/9 between 9:30-1:30. I got an email on 7/8 reminding me of the delivery occurring the next day. I took the day off from work to be home to accept the delivery.

We emptied our old refrigerator of all of its contents in expectation of the arrival of our new fridge. Delivery men arrived at 10 am on 7/9 and told me they only had 2 panels (not the 3 I ordered) and not the most important thing - THE REFRIGERATOR!

I started calling the store at 10am and they have the most incompetent people working there that I've witnessed in a long time! The first person I talked to (didn't get her name) said she was going to research it and call me back in 5 min. I waited an hour and called back. Was told again someone would call me back. I waited another hour and called back. This time I asked for the sales person, Ren, that sold it to us and gave us the delivery date. Spoke to him and he told me the General Manager, Chris was looking into it. That they were trying to find one in stock for me! WHAT?!?! I had taken the day off work for this?

Ren assured me he would call me back and that Chris was working on it. Ren said that it was the only thing he was working on that day. Said he had only been with the company a couple weeks and was also disgusted that this was how they did business! LOL (Ridiculous, Ren...not appropriate for the customer to have to hear)

I waited 2 hours and called back. This time Ren was at lunch and Chris wasn't available. Still no one had called me back, but Ren had time to go to lunch (even tho this was the only thing he was working on and assured me I would hear back from him). Comical, at best.

I called back several more times and kept getting the run around. Finally, I call at 5pm and Ren has gone for the day. The GM, Chris was also gone for the day. (of course they have...why would anyone actually do their job before leaving for the day?) The 1st woman I spoke with this morning remembered me. Told me that Terry was the manager on duty and she would talk to him and call me in 5 minutes. I waited an hour (sound familiar?) and called back at 6pm.

Now, they put Terry on the phone and he just says "I'm sorry". Really? That's all you have? I took off work and have been calling all day today and that's all you can say. He tells me there's none in stock and asks if I have a 2nd choice. I didn't.

Here's the funny part. He says he could have reached out to see when there will be more in, but it was too late in the day. You've got to be F'ing kidding me right? I've been calling since 10am. No one in that entire store gave a damn! Not the woman that answered initially. Not Ren. Not Terry and damn sure not the GM Chris. I canceled the order. They will never get another dime of my money. If you decide to spend your money here (I'd advise against it), make sure you're buying something you can carry out with you.

I went on Samsung's website and purchased directly from them. I even added the Samsung 2 Year Extended warranty for $1 and the total ended up being $200 less than...

If I could give -1000 stars I would! Even if it cost you slightly more go to Best Buy. I guarantee you’ll be treated with respectable customer service because Best Buy doesn’t make commission like they do here, they won’t do shoddy deals. I was lied to multiple times…. When we first went here to purchase a tv they said they didn’t have it in stock then came back and said they could deliver it… come delivery day I hear nothing. When I called I got the run around got hung up on and finally got in touch with one of the “managers” who said he would love to resolve the issue. He Proceeded to tell me “I think that when we got the tv in store it was broken, actually I know that’s what happened, the screen was busted.” Oh really? All within 5 seconds you figured out why it wasn’t delivered? Sounds like a made up lie because how are you going to say you think, then you know. Also if the TV was busted and the delivery wasn’t going to happen why didn’t they think to call their customer and relay this information!? He then gave me his “personal cell number” (a fake number) to talk about the Hisense that he said he would replace with an LG and offered a discount on top of that. I texted the number after talking with my husband and no reply…. I called the number for them to tell me I have the wrong number… after calling brandsmart waiting on hold and asking to speak to a manager and then getting the run around (FOR THE SECOND TIME) I decided to drive an hour from my house to the store… to speak to the GM for a few minutes before he has the manager who helped me purchase the tv come out and help me resolve the problem…. They said they wanted to give me a sony after I told them no, they then said what about waiving installation fee… I told them I just wanted my money back. Because he wanted to blame it all on the new guy who sold me the TV/ the way they pack their truck…. Lies, lies, lies, excuses, excuses, excuses… I tell you what I think happened… I think they wanted to make a sell so bad they sold a tv they don’t have in hopes that I would settle for something less than what I paid for. Tyrese the salesman who helped us in the beginning told us the Hisense was out of stock… his manager Dominque is the one who stepped in to say they could get one. And Dominque the one who set up the whole deal came out today when I was up there acting like he knew nothing and throwing his new salesman under the bus. When he was the honest one from the beginning….. moral of the story don’t try to sell something you don’t have… they wasted my time, wasted my money, wasted my gas…. And was just...

Pick any other appliance store. Please. We have now purchased 2 items ( a tv and a wine fridge) from here. When we came into to get the tv, we waited for over 30 minutes to get help from someone and that was after us having to search for someone to help and still had to wait.

We made the mistake of going back to get a wine fridge. The first issue was that the price in store was different than the price online and they said they didn’t know if they could honor it (even though it’s the same store and same product). Anyways, we ask to purchase it and tell them if they don’t have it in stock we would buy the display model and they told us that was fine. Then the worker comes back and tells us they have none in stock but that he also can’t give us the floor model, disappointing but understandable. He tells us we have to go ahead and pay, which again, I fully understand and we did. This is where it gets worse.

We are told to come back the next day to pick up the one they are getting sent to them for us and it will be there at 2:00. We arrive at 4 and wait at customer service with no one coming to help and even looking at us and walking past. They then go check the back and tell us it didn’t come in and we will have to come back Wednesday at 2. This time I get smart and call before I show up and am told they don’t get trucks until 5 or 6 so to call back then. We call back around 6:30 and get no answer, we wait a little longer and try again, still nothing. So this morning I call and guess what, no answer again. I finally call again and get someone on the phone who asks me to hold, while I’m on hold, another customer also calling for help answers and asks me to speak to an employee. I finally get back to a worker and she tells me they once again don’t have it and that it will be on the truck for Friday. I just ask to confirm because this is what we have been told since Sunday and she begins to get sassy and has an attitude. I would understand if I was also being rude but I asked in her a calm voice because I do not like being rude to people especially when things are partially out of their control.

All this to say, this store is awful and has no idea what customer service is. I fully recommend finding a different place to buy your appliances and...