I have received extremely poor customer service from BrandSmart regarding a refund of approximately $40 for two items that were missing from my order.
I placed my order on May 1 and received it on May 6. Upon delivery, I discovered that two products were missing. Since then, I have spent over a month trying to obtain a refund so I can simply purchase the missing items elsewhere.
My first contact was with Keon Barr, who was unable to resolve the issue. I later spoke with Pascal, who informed me that the refund had been processed. Shortly afterward, she called me back and stated that the refund had been issued to the wrong card. I then had to call again, wait on hold, provide my payment information a second time, and was assured that the matter had been corrected.
Weeks passed, and I never received the refund.
Today, I called again and was told by another representative that the refund had not been sent to my card at all, but instead had supposedly been issued as a gift card sent by email. This was the first time anyone had mentioned a gift card. At no point did anyone inform me that my refund would be issued this way, nor did I authorize it.
Frustrated after more than a month of conflicting information and failed resolutions, I requested a supervisor. I was transferred to Katy, who was dismissive, condescending, and unhelpful. Despite my repeated requests for assistance, she informed me that there was no supervisor available and that no one could help me until the next day. When I asked whether anyone at Brands Mart could resolve my issue, I was essentially told no.
It is unacceptable that a simple $40 refund has required over a month of phone calls, long holds, repeated explanations, and multiple employees providing contradictory information. What should have been a straightforward correction has become an exhausting and frustrating experience.
The customer service from this representatives and how they handled it was to say the least very unprofessional Keon Barr, Pascal, and Katy.
Read full review
I have received extremely poor customer service from BrandSmart regarding a refund of approximately $40 for two items that were missing from my order.
I placed my order on May 1 and received it on May 6. Upon delivery, I discovered that two products were missing. Since then, I have spent over a month trying to obtain a refund so I can simply purchase the missing items elsewhere.
My first contact was with Keon Barr, who was unable to resolve the issue. I later spoke with Pascal, who informed me that the refund had been processed. Shortly afterward, she called me back and stated that the refund had been issued to the wrong card. I then had to call again, wait on hold, provide my payment information a second time, and was assured that the matter had been corrected.
Weeks passed, and I never received the refund.
Today, I called again and was told by another representative that the refund had not been sent to my card at all, but instead had supposedly been issued as a gift card sent by email. This was the first time anyone had mentioned a gift card. At no point did anyone inform me that my refund would be issued this way, nor did I authorize it.
Frustrated after more than a month of conflicting information and failed resolutions, I requested a supervisor. I was transferred to Katy, who was dismissive, condescending, and unhelpful. Despite my repeated requests for assistance, she informed me that there was no supervisor available and that no one could help me until the next day. When I asked whether anyone at Brands Mart could resolve my issue, I was essentially told no.
It is unacceptable that a simple $40 refund has required over a month of phone calls, long holds, repeated explanations, and multiple employees providing contradictory information. What should have been a straightforward correction has become an exhausting and frustrating experience.
The customer service from this representatives and how they handled it was to say the least very unprofessional Keon Barr, Pascal, and Katy.
