Zero Stars
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.
By Stephanie M.