Complaints

This profile includes complaints for The Brick Warehouse LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Brick Warehouse LP

  16930 114 Ave NW Edmonton, AB T5M 3S2

• 

  The Brick Warehouse LP

  565 West Hunt Club Road City of Ottawa, ON K2G 5W5

• 

  The Brick Warehouse LP

  747 Notre Dame Avenue Sudbury, ON P3A 2T2

• 

  The Brick Warehouse LP

  1525 Pitt Street Cornwall, ON K6J 3T9

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  The Brick Warehouse LP

  200 Bell Blvd. Belleville, ON K8P 5L8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a reclining sofa during a vip sale may 2nd 2024. We were going to call when we wanted it delivered. When we called 2 weeks later to request delivery they said the sofa that was put on hold was purchased and we would have to wait until August. We found this unacceptable so they offered us a demo for a lower price which we accepted. When it was delivered the electrical cord was damaged and instead of sending it back we decided to wait for replacement part. 3 calls were made in the span of 2 months trying to find out when this part was coming in. We finally received a call on August 8th saying our part was there we could pick it up. I asked them to mail it since the part was originally being mailed to us. By August 20th we still had not received the part after waiting for it to be mailed. We are both in ************* and there is no way it should take 12 days to get to us. I called back only to find that they hadn't mailed the part and that it was sent back to the main warehouse. I do nit want to get my lawyer involved nut this is unacceptable and we want a partial refund and a call from the manager.

  Business Response

  Date: 29/08/2024

  Hi Team,

  The customer has been provided with all the information by the store team. The team called them to offer the option to pick up a cord from the floor model we had in-store. However, the customer declined to come into the store. The team then explained that they would need to wait for the parts under the event that was created. The customer requested that the parts be mailed to them, so the team informed the customer that they would need to wait for the parts order. This customer declined to come to the store to pick up a cord from a floor model we had in-store. As informed by the store team as well, this customer will now have to wait for the parts to arrive. We consider this case closed from our end.

  Thank you!

  Customer Answer

  Date: 30/08/2024

   
  
  Complaint: 22169841
  
  
  
  I am rejecting this response because:
  
  They never explained anything about having to wait for the part if I did not come in and grab one at the store. 

  But clearly the most egregious mistake by them was the fact that i called 3 tjmes previous and was told each time that it would be here in another couple weeks each time i called. It is now 3 months sincd this couch was delovered and i still have no cord. 

  That is extremely unacceptable considering how long we have waited. The part is supposed to be mailed to me and if they had one there they should have delivered it. We are the consumer. We spent the money. Why should we have to go out of our way after the part was damaged by their workers and they continually told us it would be in and it never was. 

  
  
  Sincerely,
  
  
  
  Chris Savoia

  Business Response

  Date: 08/10/2024

  Hi Team,

  As previously mentioned by the store team and in our prior response, the store team informed this customer that if they wanted the part delivered to them, they would need to wait for the parts order. The customer declined to come to the store to pick up a cord from a floor model we had available. The store team made every effort to resolve this issue; however, the customer chose not to visit the store and insisted on having the parts delivered. The store team has already communicated to the customer that there would be a wait for the parts to arrive. Since the parts are sourced directly from the manufacturer, it typically takes some time for them to be delivered. We offered the customer the option to take a cord from the floor model, which they refused. Therefore, we cannot proceed further if the customer declines to accept the cord from the floor model. The store team has already created a parts order for the customer, and we consider this case closed from our end.

  Thank you!

• Initial Complaint

  Date:16/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Against BRICK Appliance and Furniture Delivery Teams Dear *********** am writing to lodge a formal complaint against BRICK concerning the service provided by their Appliance and Furniture Delivery teams on August 15, 2024.On this date, the Appliance Delivery team delivered a washer and dryer to our home. We were informed by the store that they would stack and hook up the appliances for us, and we also purchased a stacking kit specifically for this purpose. However, the delivery team left without stacking or hooking up the appliances, contrary to what we were promised. Additionally, their behavior was dismissive and unprofessional.Later that day, the Furniture Delivery team arrived three hours late, without any prior notice or explanation, despite us waiting for them the entire day. Upon arrival, they began unpacking our new sofa in a dusty construction area, dirtying it in the process. When they finally brought the furniture inside, they scratched the flooring throughout our brand-new home. We paid extra to the builder for these floors, and the damage is extensive.We are seeking resolution from BRICK, either by repairing the damaged flooring or providing compensation for the cost of repairs. This is our new principal residence, and the damage caused by BRICKs teams has significantly impacted us.Please find attached photos of the damaged flooring. We request a prompt resolution to this matter.Thank you for your attention to this issue.Sincerely,***** ***** ********** Enclosures: Photos of damaged flooring.

  Business Response

  Date: 29/08/2024

  Hello,

  We have received this complaint and have escalated the issue to the two concerned teams for both property damage and appliance stacking concerns. The customer is in direct contact with our commercial team to have this resolved and we have requested a follow up for the floor damage as soon as possible, We will reply again when we have a more definitive resolution to the issue as a whole. At this time this remains an ongoing issue. 

  Thank you

  Customer Answer

  Date: 30/08/2024

   
  Complaint: 22151597
  
  I am rejecting this response because:

  IT'S NOR RESOLVED & I HAVE LOST TIME & MONEY
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 24/10/2024

  Hello,

  The technician who came to repair the floor was unable to match the color, and unfortunately, the area now looks quite unsightly due to the mismatch. After assessing the damage, it's clear that the only solution is to replace the affected planks, as they cannot be properly repaired. Work has been completed. The pictures provided by our contractor after completion are totally different from your pictures. After our contractor completed the repairs, you stated that you were satisfied with the repairs, and you signed the release form. Therefore, our contractor will not be coming back, and the lady in the house stated to our contractor that your builder will fix the rest of your damage that wasn't done by our delivery team. Your claim has been closed. Please see the completion pictures along with the release form you have signed.

  Thank you

• Initial Complaint

  Date:09/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 31, 2023 order #*****NEHMU/COLES10178 I bought over $9000 worth of furniture at The Brick at ***************** and 401 in which we paid $749.99 for 5 year furniture warranty. The furniture was delivered to my place in October as we were doing renovations. The Max 6 drawer has stains on it that we cannot remove because of the material and we are not sure where it came from. I went to The Brick in July 2024 and they said someone can come of Tuesday July 30, 2024 to inspect. On that day we had an emergency to attend to and nobody would be home that day. So I let the man know and he stated to take pictures and send it to him which I did that same day. He replied back to me in the evening that he submitted my claim to The Brick case file #********. He stated that I should hear back from The Brick within 7 days. On Friday August 2, ************************************************************************** replace my furniture due to wear and tear. We had the bedroom dresser just close to 10 months. We are hardly home as we travel for work. She offered me a $100 credit toward anything in the store. This is laughable because anytime we go into a Brick store its empty and I don't want anymore furniture and at least not from The brick. If it is not replaced or repaired then give me back my $749.99 that I paid for 5 year warranty. Because you don't deserve it because you can't fulfil your end the of agreement. This s a disgrace because after speaking to many people and reading comments and complaints online it appears that The Brick is all a scam to scam individuals out of their hard earned money.

  Business Response

  Date: 14/08/2024

  Hello,
  
  Please see attached tech report and photographs. Technician completed his visit and determined this problem was caused due to misuse and is not repairable. Looks like an attempt at a touch up was made which unfortunately only lead the issue to become worse. To be fair with the customer, we tried to offer them a ***************************** credit. The max we can do is a $200 refund if the customer is open to this. We are offering this as a gesture of goodwill as per warranty guidelines we would be within our rights to deny this entirely upfront due to how the damages were caused.
  
  Thank you

  Customer Answer

  Date: 21/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:30/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a laundry machine from the brick. It is fairly rare and quite pricey, compared to other machines. My machine was delivered on a Saturday and installed by the team from the brick. On Monday, two days after delivery, I was doing my FIFTH load of laundry in the new machine. I heard a smash and went to look at it and the door of the Machine shattered into hundreds of little pieces. I called the brick the following day because it was after closing when the machine broke. I advise them what it happened and said that I would like to have a new machine delivered because it was only two days old and should never have happened. I was told that somebody was going to call me back. After a couple days, nobody called me back. Therefore I called them again. I spoke with the same person and she told me that I need to call ** directly. I called ** and they said they would not replace the machine but would send somebody over to repair it. I explained that I had concerns about all the glass that was in the machine first of all due to safety and due to damage that the glass would due to the machine, I told him that given it is only two days old when it broke and I only did five loads of laundry in it to have a replacement, not a repair. I dont believe a repair will bring it back to original condition and they cannot guarantee that all the glass , be disposed of. They refused to do that, they said they would send a repair person over to evaluate it. A repair person called me and told me over the phone that there is no way this would be replaced because it is fixable. I asked him Why it wouldnt be replaced and he said thats not up to him its up to the brick. However, the ** and brick told me That it was the repair person job to evaluate and decide if it should be replaced. The repair guy came and looked at it for one minute and said that he would Try to order a new door. He said that there should be no damage to the machine and that I should vacuum all the glass out.

  Business Response

  Date: 12/08/2024

  Hello,
   
  For the first year the product is in a customer's home, their warranty is handled directly through the manufacturer in accordance with their guidelines. As advised by the customer in their message, this is an issue with GE refusing to replace the entire product as they have determined the issue can be resolved with the replacement of the door. Manufacturers do not replace items unless they are deemed unrepairable, and the Brick does not proceed with said replacements unless we are advised to do so by the manufacturer, which is, as discussed, not the case here.
   
  Given that this is a complaint about GE's warranty policies and is not an actionable request for the Brick, we would ask that this customer please direct their complaint to the appropriate party, as we again are unauthorized to provide a replacement until we are advised to do so.
   
  Thank you

• Initial Complaint

  Date:30/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased five appliances from The Brick for a new home. Delivery was May 31. The truck parked on the driveway and damaged the driveway, causing deep grooves with tire treads and cracks. The initial response from the brick was very next day and apologetic and that that they had onpassed the information to their customer service and fleet departments. After not hearing back for three weeks, I reached out for an update. They were again apologetic and said they had sent a request to the person in charge for them to reach out to me as soon as possible. That was on June 26. It has now been over a month since the last correspondence and no-one has yet reached out.

  Business Response

  Date: 15/08/2024

  Hello,
   
  The Huntsville team that completed this delivery has already spoken with this customer and advised them that we will not be replacing their driveway. The drivers specifically asked this customer if they could back into their driveway for delivery when they arrived at their residence, and the customer said yes. Had they said no, the team would have parked on the road. We had no way of knowing that the driveway was new, as the customer chose not to inform anyone of this. They could also have advised us that the truck needed to be parked on the road while confirming their delivery. Had they taken this initiative, comments would have been added to make sure the delivery team was aware of the issue, but they chose not to mention this at that time either. The driveway is asphalt, which by nature stays soft for quite some time after being newly laid down. The marks can be stamped out with a tamper or even with a shovel. Additionally, when the drivers went back to this home to exchange the range, they parked on the road and could clearly see marks on the driveway going into the garage. This would indicate that the customer's vehicle is also at least partially responsible for damages to the driveway, given that the delivery truck physically would not be able to get that close to the house or into the garage due to its size. While this situation is very unfortunate, our answer remains that we will not offer compensation for this issue. This decision will not change irrespective of the ********************. As such, we would consider this matter closed.
   
  Thank you

  Customer Answer

  Date: 16/08/2024

   
  Complaint: 22064810
  
  I am rejecting this response because:

  1) We have not yet received a call or any other correspondence from the Huntville team. I have been told repeatedly by head office that the Huntsville team will contact us, but they never have.

  2). The drivers never asked if they could park on the driveway. If they did, please provide proof.

  3) The drivers have never come back to the property to look at anythig (unless they did so without informing us) and there are no marks on the driveway going into the garage. We don't park in the garage.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 28/08/2024

  Declined, please see previous response:

  Hello,
   
  The Huntsville team that completed this delivery has already spoken with this customer and advised them that we will not be replacing their driveway. The drivers specifically asked this customer if they could back into their driveway for delivery when they arrived at their residence, and the customer said yes. Had they said no, the team would have parked on the road. We had no way of knowing that the driveway was new, as the customer chose not to inform anyone of this. They could also have advised us that the truck needed to be parked on the road while confirming their delivery. Had they taken this initiative, comments would have been added to make sure the delivery team was aware of the issue, but they chose not to mention this at that time either. The driveway is asphalt, which by nature stays soft for quite some time after being newly laid down. The marks can be stamped out with a tamper or even with a shovel. Additionally, when the drivers went back to this home to exchange the range, they parked on the road and could clearly see marks on the driveway going into the garage. This would indicate that the customer's vehicle is also at least partially responsible for damages to the driveway, given that the delivery truck physically would not be able to get that close to the house or into the garage due to its size.While this situation is very unfortunate, our answer remains that ********** will not offer compensation for this issue. This decision will not change irrespective of the ********************. As such, we would consider this matter closed.
   
  Thank you

• Initial Complaint

  Date:29/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 13, 2024 I purchased the 4 chairs from The Brick on *********************************. I expected to received 4 new chairs that were already assembled and in perfect condition. When the chairs were delivered 2 of them came assembled but the other 2 were not, they were in boxes. The 2 chairs that were delivered assembled and unboxed were both damaged. One has a dent on one leg and the other has small scratches on it. They refused to acknowledge and take responsibility for the damaged chairs. The 2 assembled chairs came in a clear plastic bag, unprotected or bubble wrapped to ensure they would arrive undamaged. When I purchased the chairs I was never told that there would be no refund if I was unsatisfied with the product. They refused to let me return or exchange the damaged chairs because the boxes that contain the 2 unassembled chairs were opened. I was never told about not being able to return the chairs if the boxes were opened. First of all, the chairs were not supposed to be in boxes. So this policy does not and should not apply to me since I was told by the sales person Rola that once the chairs are delivered I must check for damages and ensure that I receive the right product since I have a short window of time to report any damages. How was I suppose to check if I received the right chairs and that there were no damages if I did not open the boxes? I reported the damages to the store on the same day when the chairs were received. I paid a total of $1058.30 to receive damaged goods and they did not take the time to properly address or resolve the matter logically or fairly. I asked many times to speak with a manager, both in writing and by phone and as of today a manger has not contacted me. Every time I call I am told that the manager is busy. They made it difficult to address the matter and to come up with an amicable resolution. I called them every time, they never called me. They gave a refund of $150 after a few days, but I think it's not fair.

  Business Response

  Date: 30/07/2024

  Hi Team,

  The customer has been provided with all the details from the store team. The store team has already informed the customer that the unassembled chairs have two hind legs attached to the back, and the additional legs are located at the front, so all necessary parts are present. The return policy is clearly mentioned on our website. We advise this customer to visit our website for more details about this policy. The store's decision will remain final and unchanged, and we consider this case closed from our end.

  Thank you!

  Customer Answer

  Date: 31/07/2024

   
  Complaint: 22062892
  
  I am rejecting this response because: the issue is about the damage to the chair not about missing parts. I should have been made aware of their policy when I purchased the chairs, not after. The damaged chairs did not come packaged in a box. It came unpackaged and already assembled. I will never do business with this store or organization again. Their practices are unfair and ridiculous. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/08/2024

  Hello,

  For the issue of damages, this customer already accepted a $150 settlement from our team on July 18th. This amount was granted as a gesture of good will beyond the $90 we would normally offer for this type of defect. We will not be offering further compensation for the issue at this time and would therefore consider this matter closed. 

  Thank you

• Initial Complaint

  Date:29/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction- 2021-03-14 3 year warranty- $359.99 Total Amount paid- $4078.05 We paid for extended warranty on the sectional we bought. The piece of furniture broke, we filed a warranty claim and the claim was accepted and parts were to be ordered & couch fixed. After months of waiting on the parts, we were told they were on back order and we had the option to accept a store credit of approximately 1/4 of the price of the couch or to wait for the parts to come in. We chose to wait for the parts as 1/4 of the cost would not be sufficient to replace it. We waited approximately another year and didnt hear back. I followed up to find out what was happening at which time they stated that the warranty had expired and they tried to contact me regarding this issue but didnt get through and did not leave a message. So now we are stuck with a broken couch and they have offered us out of the good of their heart a store credit of approximately $600. We bought the extended warranty and filed the claim when the warranty was valid, I would like the store credit for the full amount of the couch.

  Business Response

  Date: 12/08/2024

  Hello,
  
  We reached out to this customer in April of 2023 to advise them that the manufacturer had discontinued the parts required for their repair and offer a settlement worth 70% of their original purchase which would be valid for 90 days. The customer did not follow up with for this until July of 2024, at which point the claim had been closed and the credit had expired. We unfortunately cannot offer support to customers who ignore our contact attempts for over a year and wait for their warranty coverage to expire before following up. The decision on this at this time remains as advised. 
  
  Thank you

  Customer Answer

  Date: 17/08/2024

   
  Complaint: 22061256
  
  I am rejecting this response because:
  A voicemail was not left so I was unaware the parts were discontinued. I was under the impression we were still waiting on the parts so I decided to call back to check up on them when I was then told I was out of luck as warranty expired and there was nothing they could do about it- meanwhile this was an open case. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 28/08/2024

  Hi Team,

  As previously mentioned, we attempted to reach out to this customer in April 2023 to inform them that the manufacturer has discontinued the parts required for repair. We offered them compensation amounting to 70% of their original purchase, which was valid for 90 days. Unfortunately, the customer did not contact us back until July 2024, at which point the claim was closed and the credit was expired. The store team provided all necessary information to this customer, and our decision will remain final and unchanged. We consider this case closed from our end.

  Thank you!

  Customer Answer

  Date: 31/08/2024

   
  Complaint: 22061256
  
  I am rejecting this response because: like stated in previous message, there was no voicemail left stating this was the case. If there was then we definitely would of accepted that offer. We were under the impression we were still waiting on the parts and then when I contacted them in 2024 is when we found out they tried contacting us and everything had expired. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:25/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an expensive mattress at the Brick which was defective (very toxic fumes coming off the mattress which made me really sick). When I asked the store for a refund I was told I had to buy another mattress from them, but that it would probably also make me sick. The salesperson lied to me and told me I would get a REFUND if the mattress did not work out. I believe he misled me just to get the sale, as I would not have agreed to an instore credit for $3000.00 to buy another toxic mattress. There was no mention of that it would only be an IN STORE CREDIT for another mattress, and my documents that I was given at the time of the sale did not mention that I would only get an in store credit for another mattress. The store manager also tried to mislead me by showing me a document with some data that the ******* and ****** mattresses sold in ********** were safe however the mattress that I bought was not listed on the document. So he tried to mislead me as well. So two issues here - I would like a full refund for a defective and toxic product, and secondly the Brick should stop their unfair business practices of misleading customers. There are reviews on the ******* and ****** mattresses on the internet where people are complaining that these mattresses are off gassing fumes from toxic glues, adhesives, foams and fire ******ants even after 6 months. My thoughts are these fumes are probably carcinogenic, based on how sick this mattress made me. I had to pay movers $300.00 to move the mattress out of my house into my garage because the fumes were so bad, and the Brick would not schedule a pickup. My entire garage was filled with the toxic fumes until the Brick finally picked it up. My request is for a full refund for a defective product, and to be reimbursed for the money I had to pay the movers because the Brick would not address the complaint in a timely manner. And now I have to pay off a loan for close to $3000.00 for a defective product.

  Business Response

  Date: 27/07/2024

  Hi Team,

  The customer has contacted the **********************, and the store team has already provided this customer with all the relevant details and information. Typically, it takes a few days to a few weeks for the smell to dissipate, as mentioned by the store team. We only offer a one-time reselection on mattresses and do not provide a full refund. All the details regarding this policy are clearly outlined on our website. We can advise this customer to visit our website if they would like to obtain more information on this policy. The team has accepted the return of the box spring, as the customer no longer needed it, and the ********************** has decided to accept the return in good faith. We will not be moving forward with any other steps, as the store's decision will remain final and unchanged. We consider this case closed on our end.

  Thank you!

  Customer Answer

  Date: 27/07/2024

   
  Complaint: 22042954
  
  I am rejecting this response because:

  I was misled by both the salesman so he could make the sale and also the Store Manager who had promised me a refund as he confirmed that the other mattresses that the Brick sells would probably also make me sick.  I would expect them to honor their promises.  I was not provided a copy of the Brick's purchase terms and conditions at the time of the sale, and trusted that the salesperson was being honest when he told me that I could either reselect a mattress or get a refund.  The Brick is also not honoring their Customer Satisfaction guarantee or warranties if I am required to accepted a defective mattress that made me very sick or to have to buy another one that the Store Manager admitted would also make me sick. The Brick should not mislead customers just to make a sale.  I would definitely not have purchased this mattress if the salesperson would have told me that it was reselection only, and then if I select another mattress that the Brick sells with similar construction, I am stuck with it.  This mattress was very toxic and made me very sick.  It is unreasonable to expect customers to have to purchase a product that makes them sick.  It seems like the Brick is engaging in unfair business practices when they promise customers they can get a refund, and then deny it after they made the sale, especially when the purchase terms and conditions are not provided at the time of the sale. This is deceptive.  I have bought most of my furniture throughout my lifetime from the Brick and have never had such a nightmare experience.  I am asking the Brick to honor what both their salesperson and the Store Manager promised me, as well as their Customer Satisfaction guarantee and warranties for defective products that are unusable.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 30/07/2024

  Hi Team,

  As previously mentioned, all the details regarding this policy are clearly outlined on our website. We can advise this customer to visit our website for more information on this policy. It is customer responsibility on reading fine prints and terms of services as part of consumer guides. The Brick follows legal procedures with all policies pertaining to national and provincial consumer laws. All of our guidelines and policies are carefully created by our legal team to create an efficient and fair service for all customers. They are viewable online and *************************. If you have any questions you are welcome to visit us on live chat, in-store or give us a call. We will not be moving forward with any other steps, as the store's decision will remain final and unchanged. We consider this case closed on our end.

  Thank you!

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The experience was incredibly unprofessional. When they sold me the warranty, they assured me everything was covered. However, when I made a claim for my sofa, there was no response from the company., in fact i called and spoke to ***** no acknowledgement of concern straight aways denial not it's not covered. (very unprofessional and rude) asked her to send me denial on email which she refuses to send it. sofa has cracks and its peeling off completely and on their website, clearly says cracking and peeling off finish is covered. this business is not genuine and allowing false information to customers. sofa has cracks all over and its peeling very poor quality. Unprofessional service providing misrepresentation and falsification of information on selling additional services. it has been over 1.5 months no imitative from management.

  Business Response

  Date: 10/07/2024

  Hello,

  This customer has been in discussion for this complaint with our corporate offices since Monday. The answer is the same now as it was in our previous 4 responses. This is 100% misuse of warranty and not covered. This complaint has also been discussed at length with the store team who also provide the same answer. We are quite simply not entertaining this any further. Should the BBB team chose to empower this customer to reject our response, the same response will be provided as our answer is not changing irrespective of the avenue of escalation. We consider this fully resolved. Should anyone have questions as to the policies that lead to this decision, you are most welcome to review our policies in full here: ****************************************************************

  Thank you

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 21957174
  
  I am rejecting this response because: this does not correlate to what their website says, this is not misuse of furniture. cracking and peeling off the surface. poor qulaity of fabric which should be covered as per their warranty policy. attached are the pictures. this business is providing false information consumer.
  
  

  Business Response

  Date: 11/07/2024

  Declined, see previous response

  Hello,
  This customer has been in discussion for this complaint with our corporate offices since Monday. The answer is the same now as it was in our previous 4 responses. This is 100% misuse of warranty and not covered. This complaint has also been discussed at length with the store team who also provide the same answer. We are quite simply not entertaining this any further. Should the BBB team chose to empower this customer to reject our response, the same response will be provided as our answer is not changing irrespective of the avenue of escalation. We consider this fully resolved. Should anyone have questions as to the policies that lead to this decision, you are most welcome to review our policies in full here: ****************************************************************
  Thank you

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brick sold me extended warranty stating if the unit cannot be repaired. It will be replaced Ive had Galanz dryer repairs in 18 months 6 weeks later they said no part they will give me store credit for approx 600 dollars. Problem is brick doesnt have any dryer that fits to the washer so I have to buy another unit and spend money. They will not let me use the credit for anything else. While I could get the dryer for about 420 dollars in ********** I have to spend north of 1000 dollars to get some thing that works for me. The miss represented the warranty. Do not work with the client. Manager who called is extremely disrespectful. Consumers need to know this unethical behaviour. If I didnt take warranty of **************************************************** less.

  Business Response

  Date: 22/07/2024

  Hello,

  The customer purchased the signature warranty for the washer and dryer, the machine broke down and parts were no longer available. We offered the customer the full value of the dryer as per king and state policy to reselect since we do not have that model available for sale anymore. 
  
  The customer is upset because he wants the full value of both items, which is only available if he purchases the signature plus warranty. We offered the customer a settlement on the washer for an in-store credit to help and they still declined. The regional operations manager was also aware and stated that we went above expectations by giving a credit for the washer when they did not purchase the signature plus warranty and we can take back that offer if she declines the help.
  
  We also helped by discounting a GE model so the cost from pocket would be less, but she no longer wanted to speak to the store and has already sent a CET ticket as well as this. The customer is insisting we give her the king and state credit back to her so she can purchase the dryer else where and we can not do this. We have done everything we can for this customer in this situation and consider this resolved. 

  Thank you