Sawgrass Mills BrandSmart — Local services in Sunrise

I visited because I had to replace a broken tablet for my daughter and I was taken care of in the customer service department without any issues. The nightmare began when I went into the electronics department to purchase another tablet through my warranty. A very professional young man named Zion went above and beyond to assist me he went through the proper protocols to make sure the tablet I wanted to purchase was in stock until he went on a goose hunt looking for 3 tablets that were supposed to be in stock but missing. I didn't give him a hard time because I felt that maybe there was an error so I asked him if he could check the same tablet in another store, but unfortunately all the other stores were sold out! He and the nice lady working in Cashier got the Supervisor (Mr. Ramsey) involved. Mr. Ramsey seemed nice but his body language that day said he didn't want to be bothered. I understand if you're overwhelmed or just having a bad day, but when dealing with customers who has been shopping with BrandsMart for over 15 yrs at this location, you definitely have to be more professional in every aspect. However, we're in a pandemic and many people are being affected in so many ways. So, when me and my husband were speaking with him this is the level of respect we gave him as well as others because we understand! So Mr. Ramsey tried to argue with me and my husband (after going in the back and checking for the same tablets Mr. Zion told him he'd already checked for several times) that there's an error in the computer and they don't have these tablets and there's nothing he can do with no compassion whatsoever! I explained that this is terrible customer service and if I had the money I would just purchase the more expensive tablet that I originally bought when it was on sale, but the price was like $100 difference. I was so unhappy at this point that I said forget it I will just purchase the more expensive tablet because it's for my daughter who needs it for school and at this point I felt that I was being ripped off! When my husband told Mr. Ramsey that someone must be stealing their merchandise and wanted to speak with someone else, Mr. Ramsey excused himself for a second walked behind the cashier, opened the display case that the cash register sits on and brought the exact tablet we were all making fuss about! He did this while our backs were facing him and thought we didn't see. When he brought the box over it was dirty (as if someone or something had slightly stained it) but he quickly opened the box to show me the tablet. I then questioned him and asked why is this already open? He said yes because sometimes customers want to see the tablets before they purchase them! This made no sense when there are plenty out front on display. I then asked him to please check everything and turn it on ( because at this point me and my husband were very skeptical and started to just purchase the more expensive one) he then tried to also make things right by giving us a 24 month full warranty even though I only paid for 1yr. I wrote this review and gave it 4 stars because I don't know what goes on behind the scenes at BrandsMart because I don't work there I am just a consumer! I am only trying to be as honest to write this review for the sake of others and hopefully prevent the same nightmare I recently experienced! Although, I don't appreciate how things started, I do appreciate how they ended! My daughter has a great working tablet and I didn't have to pay nothing more, but just the warranty coverage fees. Also, I do believe in giving people a chance. Thank you Mr. Zion, Mr. Ramsey, and the wonderful Cashier who assisted me and my...

This incident took place on december 8th, 2023 for approximately 6:00pm-7:30pm. Everyone is slow, doing everything. they even walk slow. i also work in this mall and honestly can’t believe the lack of urgency in helping the guest, especially in as big a store as that one. I went to buy airpod 3 pros which should’ve taken me no longer than 20-30 minutes maybe. given if they were busy since it is the holidays and i understand being busy and having to wait. HOWEVER, not once did i wait behind a single person or in any line, and the duration of my purchase to receiving the product was 1 hr and a HALF! literally arrived at 6 and left at 7:30. as soon as i walked into the store i asked the greeter where i could find airpods, they pointed me to the headphone department in the back. then i go to the back of the store (a big store) and there are two male employees on their phones of which i ask for the airpods and they told me i had to go back to the front of the store where i came from cause they didn’t have the key. so i go back to the store let the lady in the front know and she said “that’s weird, i don’t have the key either” and proceeds to type on her computer for ten minutes, hand me a ripped piece of paper with a written number, and then proceeded to send me back to the headphone section, with no explanation, i asks what it was for? she said i had to pay over there and they’ll give them to me. i go over there and they check me out, then print an “outside” receipt. mind you it’s already been about 40 minutes at this point of me standing around waiting on their EMPLOYEES. i asked, why do i have to go outside to pick up airpods if i’m still shopping in the mall? plus it was RAINING. They all would just shrug their shoulders acting like that wasn’t the dumbest thing ever. I told them i’d prefer to wait in the store instead of walk out in the rain for my airpods cause there is no reason i should have to go to the truck pick up for AIRPODS. they said it was procedure, i go outside, in the rain, and hand my receipt to a man who literally disappeared for 35 minutes. i was livid, and i really NEVER want to show attitude or anger toward retail workers because i KNOW what we deal with from people. However when one of the managers asked me why i was still standing there and i told them i was waiting for my airpods i paid for, for 30 minutes…. she looked at me like i was crazy and asked me why i was out there for some airpods??? i told her i asked the same exact thing and recieved nothing but attitude. then she asked for my receipt to which i said the guy literally has it, and behold!!! they go looking for him and he was walking around ON THE FLOOR!! I got them with very little apology for the wait and lack of professionalism. So if you’re thinking about buying airpods from this store, spend the extra $29 and just walk to target right next door… target will give you your airpods as soon as you pay for them. and they won’t act lazy and rude...

They should have Minus 5 as an option. They have the worst customer service and worst delivery. Now I remember my late husband wanted nothing to do with brandsmart. Horrible experience with an expensive washer and dryer. The delivery person did not know how to turn the water off and refused to turn the water off from outside. My daughter in law was alone with her new born baby and it was pouring rain. By the time the guy figured out how to turn off the water my daughter in law sent me a picture of the new washer and dryer outside in the pouring rain without any kind of cover for over 20 minutes. After taking out the old washer and dryer he hooked up the new washer and dryer but did not replace the tubing. He left the old tubing and silver tubing for the dryer and took the new ones back with him. The items were not tested and not even leveled. The dryer was shaking as my son showed me in a video. Customer service is horrible. They kept transferring me to sales. The sales guy was great and he did his job, but the company and their customer service staff is horrible. Today I’ve called 5 times while I started writing this review and when I started telling the story the customer service rep transferred me to sales again. I had asked for a totally new set and in the delivery truck for today there is only a dryer, no washer, and no instructions to take the damaged items back with them. In the meantime they won’t return the old washer and dryer so I feel like I should file a police report for theft. Ahhhhhh! I am so angry I can’t see straight Don’t ever ever ever shop at...