BrandsMart USA — Local services in Stockbridge

Shopping experience at this Brandsmart may get you 5 people walking up to you to see if they can sell you some product that you will later regret buying from this store or you can walk in to find several of the associates gathered together just talking amongst themselves and ignoring customers totally. I went in and purchased the Sony wireless ear buds, mind you I really thought I was purchasing a reputable item at a reasonable price and I was encouraged by the sales associate to purchase the extended 3 year warranty for $40 more, so I did. Well, less than one year later the ear buds stopped working and I head back to the store and when I walked into the Return area I noticed a number of uninterested looking employees just standing around and then the most rudest employee greeted me (not with a smile, but nasty attitude). I told her what happened and she walked away and came back to me to say that I need to go call the warranty department because they don't take returns if they are over 30 days. On my way home I called the warranty department and was given a claim # and told that if I lived near a Brandsmart I could simply take the product back to the store and exchange it for a new one. I went back to the store and that's when I knew I would NEVER BUY ANYTHING ELSE FROM BRANDSMART. The nasty young girl that I initially encountered was busy with another customer so I got this young guy who moved like he was over 100 years old; he started the return after I gave him the claim number from the warranty department and then Ms. Very Nasty came over to him to ask him who authorized the return and I stated the warranty department who I called and they told me that she could have given me this information when I was in there the first time and we could have eliminated a 2nd trip and she snapped by saying, "No, I could not have done that!" She needs to be fired for being so rude. I don't believe that is a Real General Manager that monitors the complaints on the employees at this store. I spent 45 minutes trying to return a defective item and in the end I had to PAY $30 to get a replacement. The warranty sucks and is a waste of money, but the store pushes it but does not tell you if the product you purchase goes up, you will be forced to pay the current increased price if you want a replacement. Oh, the kicker, while I was there I witnessed the other unconcerned employees in the return department turn away so many customers because they did not bring back the item in the original package. Luckily, I had my box or I would have been one of them, but really most people don't keep a toaster, heater box for 30 days thinking I'm going to have to return this item soon. One employee told the customer that he'd have to return the entire speaker system because the remote was broken, the customer stated that the speakers were mounted and the employee insisted that he return everything together and the box. I recommend that you shop at Best Buy, HHGregg or anywhere else besides Brandsmart. Even the managers that I spoke to when I visited this store have the same mentality as the employees. If there is an Under Cover Boss episode that needs a store to visit, this is one. The employees need to be retrained or fired. Sometimes you just can't fix a nasty attitude. When you walk in and look at the 25 people sitting/standing behind the checkout line with only 5 checkout lanes open and they all look like damn, here comes another customer - it should make you say, why am I making this purchase here? Don't do it! Also, I forgot to add, this is my 2nd earpiece that was defective. I didn't buy the warranty the first time. I did send it back to Boise and they were more than happy to make the change. Good Customer Service is missing from this place and no one seems to...

My heart hurts for how my husband and I were treated at Brandsmart in Atlanta Ga.We brought on 2/21/21 a washer/dryer set with stands for $5,000.00. We paid for the 3 year warranty with BrandSmart and it included delivery and insulation. They said we would be getting it by 3/21 because the washer was on back order. I called on 3/28 the sales rep. Hema P. I left a message no call back. I called again and she said she will check with the manufacturer and we will receive an email. By this time it’s 4/1 and a gentleman looked into it for us and the delivery is set. On 4/3 it arrives. They took our old washer/dryer installed the dryer but didn’t do the washer because the old hose is too rusted and wouldn’t come off. We put WD40 on it and he says he still can’t do it. He left it in the middle of our pantry floor made me sign and left. I took a wrench and took the hose off without a problem and note I have arthritis in both hands and type one diabetes for 37 years. I am not the strongest person. When my husband got home he hooked up the washer and when he did a load when the spin cycle started it shook so bad it started to hit the wall like it was a 8.0 earthquake. The stand it is supposed to be on top of didn’t look attached. He called Brandsmart and they said they are going to contact the manufacture. We waited two days with tons of dirty clothes by our children specially our toddler who is potty training. We don’t have no washer in the house that works and we felt why spend $5,000.00 to have to spend more money at a laundromat. Today I called again spoke to Debbie P in Florida who knew what the installers didn’t do before I told the story. She explained there are latches that are on the bottom of the washer that sounds like they didn’t attach. This is an issue she has experienced before. She advised to go to the store and have an installer come back to do it correctly. My husband went there today where he showed the first person the video of the problem. She had him wait for customer service 30 minutes. Stephanie who doesn’t give id number or the initial of her last name told him he have to pay 40.00 to come out to install. Due to the rusty pipe they couldn’t do it. He showed her the video and it doesn’t have anything to do with the pipe. My husband paid and was furious. I told him to go back in there and finish this.He had to wait another 30 minutes. He finally spoke to a manager Shirley M who refund his money and is sending someone out in 2 days. He showed the video again. My problem is spent a lot of money for appliances to be installed to work. No washer, $5000.00 poorer, an installer that doesn’t know how to do his job and have to pay more money for the laundromat due to we have two teenage boys a girl who is back in school and a toddler that is potty training and in daycare playing hard outside enjoying the weather. I need corporate to please address this issue before I lose faith in this company all together because my husband works at CNN in IT, we have our own company with IT services which uses materials from Brandsmart for technology and installation, and have a sister who owns a very successful production company with over 10 million followers. If I could give no stars I would of. Thanks for...

If I could give this business, this location, and its management staff no stars I would. I purchased a sectional on 5/30 and was also sold on opening a brandsmart account. Being be to the area and a new home owner I was hoping I’d be able to continuously do business here. I was completely mistaken and regret the purchase as well as allowing them to open a credit account in my name. Since ordering the sectional out delivery date yes been changed 4 times, each with zero day notice followed with lie after lie and the poorest customer service I have ever seen. From top down starting with the general manager to the associates. Thanks to their poor communication lies and deception this location revealed multiple associates that were involved in our search for an issue resolution. Each member (javari, Justin, and Terry) we spoke to including and up until we spoke to “Z.”(Z by far was the most empathetic and I’m the end she provided reciprocity and may have salvaged me as a returning. Customer) was dismissive and spent more time defending themselves than apologizing for the inconvenience, and offering a solution that could work other than a “return or wait until the product arrives.” We explicitly mentioned our intentions of needing the sectional by a certain deadline which after doing business with them, was never an option. We spent literal days attempting to reach them by phone and twice were lied to about recording a follow up email reflecting our conversation and new invoice. The issue we are maintaining concerned with was the LACK OF COMMUNICATION. It was absolutely NO COMMUNICATION ABOUT Delivery, the product not only not being shipped the first time, nor the second time it wasn’t sent from Florida. After this Frustration and dealing with the poor attitudes of the store representatives we spoke with a manager that confirmed the pieces made it and would be delivered. The next day. 7pm that night we recorded a follow up call contradicting our initial call saying that all pieces made it except the chase and was later confirmed that the piece made it but was actually damaged. I find that hard to believe because it was the same piece they claim we had been waiting on each time the delivery was rescheduled. This was the worst business I’ve ever done with a major company, coupled with some of the poorest customer service not second to the type of service found at a fast food restaurant. This company and the employees will not value your time, your business, or even their own brand. I still can’t believe the fact that these people lied so much but actually gave the name of the people they claimed they got confirmation from. So either the associates are not truthful and lazy not even speaking with a superior or the manager has no accountability nor decorum to operate in good business faith and tactics. No one in this store will be accountable and forthcoming and this is why we will no longer be doing business with brandsmart and making a formal BBB complaint as well for the invalid credit inquiry associated with this transaction and lack of follow through for the company. Receiving a couch a month and a half later is ridiculous.

Provide Ms. Z a raise, and more...