BrandsMart USA — Local services in Palmetto Bay

Like hundreds of other reviews here on Google, I will just repeat that the customer service at the South Dade Brandsmart is very poor and tell my story: I ordered a GE dryer online for in-person pick up because the website said it was in-stock and paid for it via PayPal. The very next day, I got a call saying the dryer was, in fact, not in-stock, but could be delivered to the store from their warehouse within a day. Two days passed without any further communication from the store about my dryer. I called their customer service and was placed on hold. While on hold, I received THREE emails all at once from them, so I hung up and read the emails. Email #1 said the dryer was ready to be picked up at the store. Email #2 was a confirmation that the dryer had been picked up. Email #3 said the dryer was returned along with an RMA#. Not knowing what to make of all that nonsense, I called customer service and asked about the status of my order. They told me my dryer was at the store, ready to be picked up. I told them about the emails I had just received and they said it was confirmed by "Sam" that the store had my dryer and that I could ignore the incorrect emails and just go to the store to pick up the dryer. The next day, I went to the store, right to the web orders desk, and tell them I am ready to pick up my dryer. They looked in their system and said, "We don't have your dryer because it was returned." I asked them why and they had no clue. They added that I would receive a refund to my PayPal. Then they said that they have the same dryer in stock and I could purchase one and take it home that day. I really needed a clothes dryer so I agreed. I paid for another dryer and took it home (it works well so far). Seven business days passed with still no refund from the original purchase. I called customer service at the store, but nobody answered after 40 minutes of being placed on hold. Then I called customer service at their headquarters and finally was told that my refund was processed to a gift card, but that I would have to contact the store directly for more information. I had no desire to try their customer service via telephone again and decided to go directly to the store and let them know I do not want to be refunded via gift card, but wanted the funds put directly back into my PayPal account. I went back to the store, this time to the customer service office which was deserted. I waited there 15 minutes before an employee came in to see why a customer would be standing at the customer service desk. I quickly explained the problem and the employee got onto the computer to look up the transaction history. After getting another associate to look at it and a phone conversation with yet another associate, the employee told me that I had already been refunded with a gift card and bought a 2nd dryer with the gift card on the same day. He even printed out a copy of a receipt that showed this. I looked it for a few seconds, reading the details then shook my head and said, "I don't know where you got this, but this is not my receipt." I proceeded to pull my own receipt for the 2nd dryer out of my pocket and put it on the desk. He took my receipt and compared it to the one he printed. "Give me a minute" he said and left. He came back again with the 2nd associate and they huddled over the computer for another minute or two while mumbling something to each other. Finally, he turned to me and apologized and explained that the cashier had rung up the sale incorrectly when I purchased the 2nd dryer. I asked him what happened to the 1st dryer. He said he didn't know, but guessed that it arrived damaged and processed as an immediate return. He wrote a number on a slip of paper and told me to take it to a cashier for a refund. I went to a cashier who punched in the number and credited the purchase of the 1st dryer back to my debit card. So, I'm glad that BrandsMart finally fixed the issue, but their ineptness made it an ordeal...

NO STARS ! The DEATH of Customer Service!

No matter what policy and procedures are in place in a company if you provide products or services to customers and there is a Big Problem with that product it was common knowledge that Customer Service should be priority. So why in my 30 years as a consumer have I had to endure the verbal abuse and cynical response from the Manager of Brands Mart? Our family purchased a Recliner and the main purpose of this purchase was for our 74 year old grandmother who went through Hip Replacement Surgery and needed a comfortable recliner to rest in. the Night of the purchase My husband and I went to Brands Mart on US1 and SW 159th Street (16051 S. Dixie Hwy) to look over their selection. I spoke with their sales rep and we explained the situation to her that our grandmother is in pain and if the chair is not to satisfaction if it could be returned. The sales Rep was polite and gladly agreed that if the chair will be allowed to be returned with no problems. The Chair did no work out for our grandmother as we found it to be UNSTABLE! She reclined and the chair leaned forward sliding her onto the ground. My Husband had to rush her aid and assist her to bed, she refused to sit in that chair so we replaced it and she in turn gave us the chair. After a week of having the chair in our house I was sitting in it reclined and I moved to adjust myself slightly and the chair tipped forward and I fell to the ground. This Chair has no stability when it is reclined and if you weigh less than 200 lbs. it will tip forward and fall. We took the chair back to Brands Mart expecting to return the “Defective” Chair and the receipt had a note printed saying 0 day return. This was not at all explained to my husband and me. If that were the case we would not have purchased something that could not be returned. The District Manager dismissed us on that note on the receipt and we asked to speak to the Sales Rep that sold us the chair and he stated forcefully that He has the last word and No we cannot speak to the Rep. I went into the store to find the Sales Rep and found the District Manager next to her and as I spoke to her she changed her whole story citing exactly what the district Manager just told us, and I told her that it was untrue that she NEVER mentioned the 0 day return policy because WE ASKED IF IT COULD BE RETURNED! I went back to the returns office and my husband and brought and assembled the recliner right there and the District Manager who probably weighs more the 250 lbs. sat in the chair and partially reclined it. He stood up and said that the chair is find it is not defective and for us to leave. We asked to speak to his Manager and he laughed and said I can give you his number but he’s on vacation. And he walked away repeating like a child “chair is not defective, chair is not defective, chair is not defective.” I was upset and appalled by his mannerism and rude behavior because I asked another customer service agent there what the hell has happened to customer service?

Brands Mart does NOT CARE about Customers, Any other company would hear their customer’s issues with courteous behavior and instead the childlike immaturity and unprofessional power trip that the district manager displayed makes me want to submit every possible review of how TERRIBLE BRAND SMART TREATS THEIR CUSTOMERS AND THE WELL BEING OF HAPPY CUSTOMER SHOULD ALWAYS TAKE PRECEDENT TO ANY RIDICULOUS RETURN POLICY, THE ITEM HAD A RECEIPT THE ITEM WAS BROUGHT WITHIN 30 DAYS OF PURCHASE, WE HAD A SAFETY CONCERN WITH THIS RECLINER AND INSTEAD OF LISTENING, THEY JUST DISMISSED US AND TOLD US TO “DEAL WITH THE MANUFACTURER OURSELVES”

I will never recommend Brands Mart for ANYTHING to anyone after this humiliating treatment from a...

I went to Brandsmart due to a last minute emergency I had at home where my washer and dryer broke down and burnt out. I was recently discharged from the hospital and have to follow procedures such as making sure my clothes, sheets, and anything anyone brings into the home after being out is washed and cleaned. I went to the store and was able to purchase a washer and dryer late at night and the rep was very helpful and concerned for my wife and I and provided me the assistance needed to start the process to buy it and have it set for a delivery date. She even recommended the finance options Brandsmart has so we can afford it better now than having to wait. One piece of advice I would like to share is a lot of us don't have the luxury others do either because of a health issue, recovery problem, or financial burden caused by one's health issue or injury even that was recently dealt with and causes a lot of us to have to act fast and right away because something went wrong at home that needs attention like in my case which is why I went to Brandsmart. I went to the finance area and was told they were closed for the night yet there were still customers in the store buying products or shopping for appliances they needed. I did not plant to pay a full amount today for what I bought and needed. I was hoping to rely on financing but I wasn't able to because it was closed yet people were still in the store shopping like I was. I ended up having to come up with the full amount now to be able to purchase what was needed in my home to help with keeping me safe and clean and I had to go into making uncomfortable decisions cause the financing department was closed already. I ended. We as customers hope to come across a business that is compassionate to us because we are all different and some or all to work with us and help us succeed even with our hardships we deal with life and health. It was disappointing that the lady that took her time to make sure we were sold a great washer and dryer had the very best intentions for us yet the financing department couldn't make an exception to help. I don't need to sit there and explain why it was important to have this taken care of how me and my wife planned for it since the store was open but what happened was very unexpected causing us to take the actions we were not comfortable with because of the financial struggle my health has caused my family at home. I'm very appreciative that my wife has been able to help pull things together but this was just an unnecessary incident that came to be unexpectedly. Please consider your customers and our needs especially if your store is still open and had customers actively buying and looking into buying items that may need financing for. You never know the emergency we are facing and why we are there looking for appliances or products needed in the...