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

  1200 Lansdowne Street West Peterborough, ON K9J 2A1

• 

  The Brick Warehouse LP

  41 Broadway Avenue Wawa, ON P0S 1K0

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  The Brick Warehouse LP

  895 Main Street East Hawkesbury, ON K6A 1B5

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  The Brick Warehouse LP

  34 Marshall Avenue, East North Bay, ON P1A 1R1

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:23/02/2024

  Type:Service or Repair 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.

  I purchase a Leather Sofa set on August 2019 with a warranty of 5 years and the sales person mentioned it is covering the construction defects, I submit a claim to got it repaired before my warranty is end ,they have sent me an email stating the my claim is declined and there is nothing they can do , as a good faith from their side they want to credit me amount of $319 to use it against a purchase from the store , I called the store and customer service agent confirmed that claim is declined and there is nothing could be done for it a, I asked to speak to a manager been told even manager won’t do anything, I asked how they can deny a warranty without sending a technician to confirm she told me the photos that I sent was enough and my set is 5 years old and the credit is enough, this is a misleading and it’s not the first time for them as a store doing that .Im seeking your help to get my set repaired .

  Business Response

  Date: 28/02/2024

  Hello Team,

  The customer was contacted on February 28, 2024, at 3:30 pm regarding the warranty event. The claim has been reviewed again, and the customer is aware that a technician will be sent out to inspect the product. Can we please close this case?
  
  Thank you!

  Customer Answer

  Date: 28/02/2024

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21338931, 

  Yes I have been contacted by the store, but I want to keep the Complaint open, because I don't trust the action

  yet , I feel they have been forced to offer the service when i filed the complaint but it's early to judge their action towards the repair,

  Kindly i ask you to keep it open.
  
  
  
  Sincerely,
  
  **** *******
  
  

• Initial Complaint

  Date:12/02/2024

  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.

  Purchased a loveseat in January and was delivered Jan 17/2024 10 days later i called and complained as the seat cushion flatten and sunk.. they sent out a tech and he said it is just normal wear and tear. i told him it was only 10 days old but to no avail ..The manager at the store will not help as the tech makes the decision. They claim they do not cover normal wear and tear and 10 days is considered normal. They advertise customer satisfaction guaranteed false.. Also the sales clerk told me it was made in Canada Quebec...and the cushions were memory foam as i was to find out from their chat line it was made in China which i would never had purchased kowing that..i feel totally frauded...i even paid extra for extended warranty.. At a loss...would like a replacement best case money back and return items...Thank you for any help possible

  Business Response

  Date: 14/02/2024

  Hey Team,

  Customer spoke to management on day ticket was made, was not happy about decision. Management has already contacted this customer and advised that this is the break in period of the item, customer admitted that one side of the loveseat gets used and the other does not very often. Management advised the customer that this will cause the one side to break in and have some visual difference until the other side is broken in. We sent a technician out to inspect the item to verify if any defects, technician found no issues or faults and that it was the break in period of the item. Customer states that it is not as firm, explained the break in period again and that everything when brand new has a break in period and with use will soften just like leather will stretch. 

  In terms of the extended warranty, it always takes effect after the 1 year manufacturer warranty is expired and so this does not pertain to the complaint at hand. We will not be providing any compensation, return, exchange or settlement in this case. There is nothing wrong with the product and the customer is outside of policy guidelines to request a return or exchange. The complete policy can be reviewed here: *****************************************************

  This case is closed from our end and we won't be able to provide any assistance to this customer.

  Thank you!

  Customer Answer

  Date: 16/02/2024

  
  
  Complaint: 21281459
  
  
  
  I am rejecting this response because: if this is considered a break in period why has the sofa not flattened llike the loveseat. The support that was there when purchased has gone. I also see they did not comment on the lies their salesperson made her sale on…Customer Satisfaction Guarantee is a joke…I would never recommend The Brick to anyone!!!
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 26/02/2024

  Hey Team,

  As previously mentioned, the customer has admitted that one side of the loveseat is used more frequently than the other. Management has already advised the customer that this will cause one side to break in and show some visual differences until the other side is also broken in. A technician has been sent to inspect the product and found no issues, confirming that it is simply the break-in period of the item. There is nothing wrong with this product, and the customer is outside of policy guidelines to request a return or exchange. Therefore, we consider this case closed.

  Thank you!

  Customer Answer

  Date: 05/03/2024

  
  
  Complaint: 21281459
  
  
  
  I am rejecting this response because: I do not agree that it is the break-in of the product. I sit in the same spot on the sofa and the support has not sunken like the loveseat. They continually say that but I totally disagree. Also they never commented that the items were sold to me under false pretences. I thank you for your efforts but I am not going to argue back and forth. I feel they have no regard for my opinion of this product or care.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:05/02/2024

  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.

  Purchased a TV amongst other items. TV had sustained substantial damage during shipping that was not noticed until 3 weeks later when the box was opened. The Bricks stance is that because the damage was not reported within 48 hours, they are not willing to do anything. Approximately $6000 was spent in total but the TV was roughly a $500 value. We are seeking a replacement TV or a refund for the amount of the TV.

  Business Response

  Date: 08/02/2024

  Hello,

  To start, the disputed amount is listed at $6000, please note this customer paid only $479.95 for their TV.

  What the customer said is true, they had 48 hours to report any damages to us as per policy which can be reviewed here: *****************************************************. This was unfortunately not done for three weeks, and so we can offer no replacement for the product. Outside of the 48 hours all issue need to be dealt with through the manufacturer as they would be covered under their 1 year warranty. This customer needs to contact Hisense. We will not be providing any returns, exchanges, refunds, or settlement in this case as the customer admits these issues were reported well outside of policy.

  On our end, we would consider this matter resolved. 

  Thank you

  Customer Answer

  Date: 08/02/2024

   
  
  Complaint: 21250909
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:31/01/2024

  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 Cato power recliner on Apr 23, 2020 on the *********. I also purchased the fabric protectant & 5yr extended warranty to ensure complete protection. I learned some time later the care kit, which I believed was for cleaning the furniture, was actually the fabric protectant I had to apply myself. The big issue here is that my chair caught FIRE briefly in my home on Jan 29, 2024 - sometime between 9:30P & 10:40P while I was out. Luckily there was no damage to my home. When we arrived home, we immediately noticed a VERY strong scent of burning wires or plastic. After about 10mins searching, I noticed the lights around the chair's controls weren't on. My spouse pushed a button and immediately noticed they were extremely hot to touch. I felt the right side of the chair and the inside of the arm storage area - both of which were also very warm. I also noticed the scorch marks above the panel. The online form asked for info that I couldn't locate, so I emailed the store to see if I could get that info. I was told they handle warranty & sent a tech to look at the chair. We were told that corrosion caused by moisture or liquid was what resulted in this issue. We were then told it was abuse of product. The pure definition of abuse is an action that INTENTIONALLY causes harm - we take care of our belongings! The next day, the store manager reached out to me via phone & stated again that it was abuse of product and that my extended warranty did not cover it. I asked what the point of my extended warranty was & was told it covered so many things such as cigarette burns & loose stitching. I said I didn't know what could possibly have caused what they were describing and that unexpected issues are why we purchase extended warranties. He told me that I could pay for replacement parts but my warranty did not cover it. The fact that this chair caught fire while I wasn't home and had no issues just hours prior didn't have any meaning & it seemed like I was being blamed.

  Business Response

  Date: 07/02/2024

  Hello,

  Here is the response from our team on what can be done for this customer:

  We had our warehouse manager go look at the chair and it had liquid on the switch behind the switch and down underneath on the motor and transformer. It also had corrosion on these components and staining on the surface of the chair which we took pictures of all of this.
  It was determined that it was repeated abuse of the chair which resulted in the corrosion of the electronic parts, which is why we told the customer that it was not covered. The liquid on the chair components smelled like urine and there were dogs in the house which is why we would not cover the warranty on the chair. Our warranty clearly states that we do not cover abuse and neglect, physical damage from pets, and odors which were all present. We would be willing to bring the chair to the store and replace all electrical on the chair to get it working properly. We think this is will resolve the complaint from the customer and satisfy them.

  
  Thank you,

  Business Response

  Date: 07/02/2024

  Hello,

  Here is the response from our team on what can be done for this customer:

  We had our warehouse manager go look at the chair and it had liquid on the switch behind the switch and down underneath on the motor and transformer. It also had corrosion on these components and staining on the surface of the chair which we took pictures of all of this.
  It was determined that it was repeated abuse of the chair which resulted in the corrosion of the electronic parts, which is why we told the customer that it was not covered. The liquid on the chair components smelled like urine and there were dogs in the house which is why we would not cover the warranty on the chair. Our warranty clearly states that we do not cover abuse and neglect, physical damage from pets, and odors which were all present. We would be willing to bring the chair to the store and replace all electrical on the chair to get it working properly. We think this is will resolve the complaint from the customer and satisfy them.

  
  Thank you,

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: 21228967
  
  
  
  I am rejecting this response because:
  

  This whole situation is positively ludacris! I would love to understand how my dog could urinate on the motor UNDER THE CHAIR. I researched this issue, and while a different brand, there are other cases of power recliners with LED cup holders catching fire and being recalled - and this is only in recent months. I'm not willing to have this chair fixed at all - a replacement or store credit of the value for replacement is the only acceptable solution here. If it caught fire once, it could happen again and it BAFFLES my mind that they are ok in taking that chance. To say that we abuse and neglect our belongings is insulting. When you make a purchase on their website, you're offered extended warranty coverage (which they call "Full Circle"). Nowhere on the page in which it's offered does it outline what ISN'T covered.If I had known my $400 extended warranty didn't cover me end-to-end, I never would've made the purchase from them. Full circle would imply full coverage to a consumer. Product catching fire, FOR ANY REASON, would fall under that to any logical person. I have spent over $4000 over the past 5 or so years at The Brick and if this isn't resolved properly, it will be the last. The fact that they put their bottom dollar above the safety of my home and family speaks volumes.

  
  Sincerely,
  
  
  
  ****** *

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: 21228967
  
  
  
  I am rejecting this response because:
  

  This whole situation is positively ludacris! I would love to understand how my dog could urinate on the motor UNDER THE CHAIR. I researched this issue, and while a different brand, there are other cases of power recliners with LED cup holders catching fire and being recalled - and this is only in recent months. I'm not willing to have this chair fixed at all - a replacement or store credit of the value for replacement is the only acceptable solution here. If it caught fire once, it could happen again and it BAFFLES my mind that they are ok in taking that chance. To say that we abuse and neglect our belongings is insulting. When you make a purchase on their website, you're offered extended warranty coverage (which they call "Full Circle"). Nowhere on the page in which it's offered does it outline what ISN'T covered.If I had known my $400 extended warranty didn't cover me end-to-end, I never would've made the purchase from them. Full circle would imply full coverage to a consumer. Product catching fire, FOR ANY REASON, would fall under that to any logical person. I have spent over $4000 over the past 5 or so years at The Brick and if this isn't resolved properly, it will be the last. The fact that they put their bottom dollar above the safety of my home and family speaks volumes.

  
  Sincerely,
  
  
  
  ****** *

  Business Response

  Date: 08/02/2024

  Hello,

  Our decision on this has not and will not change. This claim is definitively considered misuse and neglect. The solution we are able to offer is that which was discussed in the previous message.

  We consider this matter resolved, we would ask the the *** close this complaint. If the customer would like to review the full details of what is and is not covered under their warranty, they can do so here: *************************************************

  Thank you

  Business Response

  Date: 08/02/2024

  Hello,

  Our decision on this has not and will not change. This claim is definitively considered misuse and neglect. The solution we are able to offer is that which was discussed in the previous message.

  We consider this matter resolved, we would ask the the *** close this complaint. If the customer would like to review the full details of what is and is not covered under their warranty, they can do so here: *************************************************

  Thank you

• Initial Complaint

  Date:28/01/2024

  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 purchased 2 items as per order# *** *********** and one of the items (powered leather recliner chair) was delivered 2 times with defects.
  
  The Brick (Burlington Location) store is pushing me to keep the item, just because the packaging was opened inside my home.
  
  This is unfair as they are basically saying that I have to take their $170 as a discount and keep the damaged chair no matter what.
  
  I had specifically told them after the delivery of the 1st bad chair, that I dont want a second bad chair.
  
  They keep trying to push their product down to the customer somehow even though it has defects. Why is such a thing permitted?
  
  I would like to have the flexibility to return the product if it is not good enough.
  
  Why does the Brick advertise Satisfaction Guaranteed on their website when they cannot deliver it?
  
  I would request *** to help resolve this gridlock situation.

  Business Response

  Date: 30/01/2024

  Hello,

  Here is the reply provided by our store team:

  "We did call customer. we never refused to take item back. We also apologize for our csr email about we can't take item back. we explain cx all the options. but as per customer he is having food and he wants to talk later, he don't want to listen. over the call we did not refuse that we will not take item back."

  Let us know if this requires further follow up

  Thank you

  Customer Answer

  Date: 30/01/2024

  
  
  Complaint: 21212716
  
  
  
  I am rejecting this response because:

  The CSR from The Brick is again giving incomplete and false information. I told them to email me instead of calling me and they did not email back after that call.

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

  Business Response

  Date: 01/02/2024

  Hello,

  As previously stated, the store team never declined this return. The team has tried to reach out to them to offer a replacement and the cx stated they did not want to talk. It is difficult for us to offer options for this complaint if the customer does not want to communicate with us.

  Please let us know if this complaint can be resolved as we have never declined the return of this product.

  Thank you

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: 21212716
  
  
  
  I am rejecting this response because:

  I want all communications via email and not via telephone conversations.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 04/02/2024

  Hello,

  The customer has been emailed with their options. We consider this resolved. Please close this complaint.

  Thank you

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: 21212716
  
  
  
  I am rejecting this response because:

  This will be closed once all the actions have actually been taken properly by the business as discussed via email.

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

• Initial Complaint

  Date:27/01/2024

  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 sofa set from The Brick Store in May 2019 and opted for a 5-year warranty.
  In July 2023, I called The Brick Store to initiate a warranty claim, as advised. I was directed to file an online claim and received a claim confirmation number ******** on July 30,2023 via email, being assured that someone would contact me shortly. However, after a prolonged wait, I called store and I discovered in October 2023 that my claim had been declined due to issue in photos. To my dismay, no one had bothered to inform me of this issue.
  
  Upon contacting the store, I was told that they have system issue and they could not open my pictures and I could reopen the claim by emailing photos directly. I promptly complied and, in November, received yet another denial, this time citing an alleged delay in reporting the damage within 15 days. I clarified that I had indeed opened the online claim within the stipulated time frame, but the store attributed the delay to their system issues during that period.
  
  I requested to speak with a manager and was eventually connected with *******. However, *******'s response was dismissive and unhelpful. He acknowledged the system issue but refused to take any responsibility or offer a resolution. After persistent follow-ups, ******* promised to get back to me within three days, but he failed to do so despite my multiple emails.
  
  Subsequent visits to the store in December and January revealed *******'s continuous avoidance and lack of accountability. Despite promises of callbacks and explanations, my concerns have been consistently ignored. The store even claimed not to have a complaint number for higher management and will call back if they found one.
  
  I am seeking the intervention of the ****** ******** ****** to facilitate a fair and just resolution to this matter. I request a thorough investigation into the mishandling of my warranty claim and the unprofessional conduct exhibited by The Brick Store staff, especially *******.

  Business Response

  Date: 01/02/2024

  Hello team,

  We are standing by our decision. This will not be changing. Here are the details as to why:

  This customer spoke with the operations supervisot regarding being declined on their claim (Original Claim ********) for their Hugo sofas from invoice ***********. The Customer produced photos July 30/2023 that did not load in LimeTac and therefore the claim was cancelled and set to be recreated. After contact was made by the customer, they were only able to produce photos of what the sofas looked like in October 2023 and due to the condition of the sofas in the photos the customer was declined. The customer challenged us but was unable to prove what the sofas looked like at the beginning of August as they deleted the original photos they submitted and therefore the damages were deemed as excessive. This being said, we did admit fault for failing to contact them from the beginning of August until the Middle of October and as a courtesy our CSR team offered 20% of the value they paid for the sofas due to the timeline. After the customer became severely escalated and began recording our phone call we tried to double their settlement offer to a maximum in store credit worth 40% of the value paid for both sofas which equates to $1359.20 plus taxes but the customer refused to speak with our CSR team anymore. At this point I took over the call and again reinforced the decision and stated that the maximum settlement we can offer is 40% in this scenario. The customer stated he was unhappy with this decision and would go to small claims court. At this point we stand firm on our 40% offer. 
  
  See attached for photos showing the condition of the sofas.  The USB port is completely broken suggesting misuse. There are numerous holes and small tears in the upholstery, and pretty severe peeling across both units. All of these factors combined lead us to believe that the damages could not have happened within a 14 day time frame and therefore were not reported as the damages occurred.

  Thank you

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: 21207749
  
  
  
  I am rejecting this response because:

  I switched from Samsung to iPhone, leading to the challenge of not being able to restore my old photos. It's crucial to note that there was no explicit policy in place mandating the retention of photos after claim submission. After reaching out to the store following months of unanswered messages, I was met with avoidance. They cited a change in management and system issues as reasons for their inability to assist, despite having previously acknowledged my claim.
  Despite my diligence in uploading photos, they now assert that I failed to do so, overlooking the fact that their own system necessitates photo submissions for claims. Following persistent communication and the resubmission of my claim, the supervisor shockingly declared that the sofa had faded and was not genuine leather, contradicting their original assurances at the time of purchase.
  Expressing my surprise, I presented evidence from their website confirming the genuine leather composition. I emphasized that the delay in their response allowed for additional damage over the months. Their attempt to exaggerate the damage is inaccurate - there is only one hole on one sofa, not the multiple holes they claim, and a cut on a different sofa. Additionally, loose stitches on one sofa widened during the extended waiting period. It is faded NOT PEELING and this much fading should not occur on genuine leather even after proper care and maintenance.
  It's evident that their failure to respond promptly after my initial claim is the root cause of these issues. I maintain that blaming me for their shortcomings is unjust. If they had responded in a timely manner, as they expect from their customers, these issues could have been avoided.
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 08/02/2024

  Hello,

  Our decision has not and will not be changing. We can offer a maximum of 40% settlement to this customer and nothing more. If you have questions as to why please see previous response with full details on our response to this ongoing escalation. 

  This customer is welcome to contact the store to receive said settlement. We consider this matter closed. Please solve this complaint.

  Thank you

• Initial Complaint

  Date:26/01/2024

  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.

  Purchased multiple items from the brick on December 22 2024.
  
  Order number ***********
  Washer/dryer
  Sectional
  85” TV
  
  Was delivered to my house on January 16 2025 .
  
  Delivery went well they opened th TV took a picture and said it was fine
  
  After they left and moved things around and set up sectional couch I unboxed TV and spit stands on and applied power to see of the screen would work..unfortunately it did not.
  
  I call the store right away with my concerns and asking for a replacement. With no discussion being made. I called the corporate office and put in complaints with still nothing resolved. They say from the picture it was fine on delivery but yet I’m not sure how they could tell when the damage only shows when power is applied to the unit. Which they never did when they dropped it off.
  
  I am looking for a replacement for the item or refund.
  
  I have email chins and a video if needed
  
  Uploaded photo is of TV with power on.
  
  
  Thanks for your help
  
  ********

  Business Response

  Date: 30/01/2024

  Hello, 

  The client has a denied damage claim on their 85" television. When the store receives these claims we always do a thorough investigation. We ask for photos of the product from the client and compare it to the inspection photos take at the point of delivery with the client and fleet team. This Television had an inspection completed and accepted with the client present. The photo top left was taken during inspection. The Television was in good condition without and cracks in the screen and the television had no feet on it. The photo top right was submitted by the client with the feet attached and clear visible impact damage to the screen. The pictures and timeline point to the damage to the screen occurring after the delivery had been completed. Because of the nature of the damage and that It happened after delivery we regrettably cannot provide the client with an exchange or refund. Thank you 

  Customer Answer

  Date: 30/01/2024

  
  
  Complaint: 21204899
  
  
  
  I am rejecting this response because:

  The crack in the screen is only when power is applyed.
  

  The delivery crew did not apply power to the unit on delivery and from the picture they would be unaware that the screen was damaged and would it be a false statement to say it was in working order.

  By putting feet on it to applying power and finding the screen cracked and it is impossible to tell when the screen is off, then having  this company not even willing to replace when the customer did nothing wrong it is a travesty. 
  

  I guess the consumer protection act doesn’t apply.

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

  Business Response

  Date: 02/02/2024

  Hello, 

  Unfortunately, We cannot replace the TV and the final decision is not replace or refund the client for the television as it is very clear and evident that the damage has happened after the delivery was completed successfully without damage. The Legs were clearly installed by the client and after the installation the screen was damaged. Please close this case. Thank you 

• Initial Complaint

  Date:24/01/2024

  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.

  On November 24, 2023 I purchased a Whirlpool washer/dryer set (WTW5057W & YWED505W) at The Brick Store located at 1607 Dundas Street Mississauga ON L4X 1L5.
  
  The salesman I dealt with claimed to have 18 years of sales experience, ensured I had purchased the 4 year warranty, hoses for the washer and the exhaust for the dryer.
  
  On December 10, 2023 at 9:00am the delivery team arrived at my address. As the delivery men were unloading the dryer noticed a scratch on the front. I mentioned it to the delivery man and his response was “just got to the store and get you money back”. They still installed the scratched dryer.
  
  The further advised that the dryer I purchased had a Steam Feature but I didn’t have the Steam Kit.
  
  After the deliverymen left my residence, I attempted to contact the store via telephone. I made SIX attempts and NO ONE ANSWERED THE PHONE. I physically drove to the store, spoke with someone in Customer Service regarding the scratched dryer, and not told about the Steam Kit.
  
  I was offered the following options:
  1- Partial refund for the scratched dryer
  2- Exchange for a new dryer
  
  Because of all the inconvenience, customer service offered me the Steam Kit (W1004460) a $15.00 value at no charge. BUT they didn’t have one in the store. Unfortunately, I didn’t get the customer service representative’s name. I emailed a photo of the scratched dryer to *******************.
  
  I decided to accept the Steam Kit and exchange the scratched dryer for a new one. I was told they would get back to me when they were able to “locate a new dryer”. The Steam Kit would be delivered with the new dryer.
  
  On December 13, 2023 I contacted the store to follow up with customer service about “locating a new dryer” and the Steam Kit. I was told they had located a new dryer but had NO NOTES on file about the Steam Kit. Further, they claimed to have NO IDEA who the customer service representative was I was dealing with on December 10, 2023.
  
  I was told someone would look into it and get back to me. NO ONE GOT BACK TO ME.
  
  On December 15, 2023 I contacted the Brick to arrange for delivery of the new dryer and to follow up with the Steam Kit. The delivery was scheduled for December 24, 2023 and I was told once again they had NO NOTES on file and NO IDEA who I was dealing with previously.
  
  When I requested to speak to the manager, I was told she was busy.
  
  On December 24, 2023 at 11:40am I was contacted by a delivery man advising me that the new dryer was ALSO DAMAGED. I asked about the Steam Kit and was told he had NO STEAM KIT. He made sure to tell me the delivery team took the “initiative” to check the dryer and noticed a huge dent on the front.
  
  I declined the delivery of a SECOND DAMAGED DRYER.
  
  On December 24, 2023 at 12:00pm I physically attended the store (Christmas Eve). I spoke with customer service representative ‘********’. I explained to her the new dryer was also damaged and I would rather take a partial refund instead of second damaged dryer because the original one had a scratch on it. She requested I send a photo of the scratched dyer to *******************. I explained that I had previously sent one on December 10, 2023. She advised the photo was NOT ON FILE. I had to send it a second time.
  
  I inquired about the Steam Kit and she claimed to have NO NOTES on file. BUT she made sure to tell me she was aware of the options that were offered to me on December 10, 2023. I was told if
  I wanted the Steam Kit I would have to PAY FOR IT.
  
  She was not able to process the partial refund because she had to wait and hear from the delivery team. After waiting and watching the two customer service representatives laughing and joking around. The ***** ******* **** ********* asked me if I needed assistance, I politely declined.
  
  After waiting for almost an hour (Christmas Eve), I suggested she make a phone call to the delivery team. Then all of sudden she got the email from the delivery team.
  The ***** ******* appeared from her office and I made mention I may need her assistance, she refused and walked away.
  
  Customer Service Representative ‘********’ then tells me I am eligble for a $300 partial refund.
  She has to send a request for approval to ***** ******* – ********. I was told the turn around time for the approval process would take 15 mins, then told up to an hour, then told I would receive a call by the end of the day. I did receive a call at the end of the day and a $300 credit to my credit card.
  
  The BRICK purposely delivers DAMAGED PRODUCTS and the ***** ******* along with the
  SALES and CUSTOMER SERVICE STAFF ARE USELESS.
  
  I am STILL WITHOUT the STEAM KIT.
  
  This is the WORST RETAIL EXPERIENCE IN MY LIFE.

  Business Response

  Date: 30/01/2024

  Hello,

  Customer has been contacted and store has agreed to provide cx with the steam hoses. Customer has agreed and will pick up at the store.

  We would consider this matter resolved.

  Thank you

• Initial Complaint

  Date:23/01/2024

  Type:Service or Repair 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.

  My husband and I purchased a sectional Izzy Pewter couch on December 27 2020 with a 5 year warranty- sales invoice *********** for $2399 + 379.99 warranty + tax = 3087.10.On January 4 2024 I did a warranty claim-number ********.The sectional was deemed unrepairable. We were told we could have a $1000 in store credit to keep the couch as is or go into the store to select a new couch. We were informed in store that the Izzy was discontinued (although it’s still on their website) and that the replacement for it was the Legend.
  The Legend is identical in fabric, colour and look. We were told we would only be given the amount we previously paid and that this couch would cost us more money. I ended up speaking to ****, the sales manager for the coquitlam location who offered a better price on the Legend but still costing us some money. The Bricks warranty says, “If the Product cannot be repaired, The Brick, at its option, will offer a settlement and/or replace the Product. Should the original Product item no longer be available, You will be offered a new comparable replacement Product.” **** had ***** offer me a comparable product- the savvy couch. This couch is lighter in colour, different fabric, shorter and very firm. the only thing comparable was the price. I told ***** we were not interested in the Savvy and that it was not comparable.**** called be again and lowered the price by $100. I explained that in the Langford location, the Legend in Pewter was on clearance for $2298 but was the wrong configuration to what we needed. She said the pewter colour is being discontinued and wouldn’t honor the price I saw instore. I advised I wasn’t happy with any option the Brick has given and that they choose to not honor the warranty we paid for. **** asked for me to call the store manager tomorrow to ask him for a better price. I would like to request the ***’s help in getting us a Legend couch in Pewter or Pepper as a replacement at $0 cost to us as we purchased the warranty.

  Business Response

  Date: 24/01/2024

  Hello,

  Here is the response provided by our store team:

  "Spoke to customer yesterday and today.  She picked Legend as a replacement. She will not pay anything extra on product. Will pay for delivery and extended warranty which is optional. Customer is happy. Please close this ticket"

  On our end, we would consider this matter resolved.

  Thank you

   

  Customer Answer

  Date: 24/01/2024

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21184647, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:10/01/2024

  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.

  The Brick Kirkland - 112033AFSKF
  $321.90 (with taxes) Vikki end table
  Purchased 21 December 2024, picked up on: 27 December 2024
  When I tried to return the defective end table on January 5th, 2024: as per the manager I had 48 hours after pick up to indicate the product was defective and 7 days for return. I explained it was the Holliday and I did not even open the box 4 hours after purchasing. I was never informed about their policy.
  
  On their receipt:
  
  Our return policy differs based on the item you purchase. Check our Satisfaction Guarantee page for full details.
  If this pickup is part of a replacement or reselection, please ensure to return the product at the time of your pickup. We will be unable to release the product if the other pieces are not returned.
  
  The product I purchased was defective. I spoke to the manager *** and he said it was outside the 7 day window, we are on day 8 given the store was closed on January 1st. It is the holidays and I did not open the box and try to put it together. It was defective and I cannot use the table. *** was very cold and unfriendly. I would like to have this product refunded. I was looking to buy a washer and dryer but I am very disappointed with the customer service I encountered.
  I do not understand why I must keep a product that was defective when I opened it. It is not good customer service to force a customer to keep a product that I paid over $300 for that I cannot use.
  The top metal is not properly aligned and the glass top does not fit onto the table.
  The return policy is not communicated to the buyer, nor is it clear on the receipt as stated above it vaguely says returns differ based on the product you purchased disadvantages and is not transparent to the customer.
  I have table I paid over $300 for that I cannot use. This is bad and crooked business practice.

  Business Response

  Date: 11/01/2024

  Hello team,

  As per policy which can be reviewed by our customers at any time here: *****************************************************, this customer is unfortunately outside of policy to request a return or refund. Contrary to what the customer wrote in their complaint, irrespective of what product is purchased, customers have 48 hours to report any issues. They received the product On December 27th and didn't report any issues with the item until January 7th, therefore they are not eligible for any returns or exchanges. The store team went out of their way to offer 25% off the item as a gesture of goodwill even though this customer was not entitled to any settlement, which they unfortunately chose to refuse. 

  At this time, this customer can either accept the settlement, or file a warranty claim. Those are the options. We will not be providing any return or refund in this case. We consider this matter closed. 

  Thank you

  Customer Answer

  Date: 12/01/2024

  
  
  Complaint: 21112421
  
  
  
  I am rejecting this response because:
  
  The Brick Kirkland Quebec - 112033AFSKF purchased: 21 Dec. 2023, picked up 27 Dec. 2023 when to store to return: 5 Jan. 2024 Deceptive sales practices The product I purchased from The Brick Kirkland, an end table with a metal base and a glass top, was defective. I spoke to the manager *** and he said it was outside the 7 day window, we are on day 8 given the store was closed on January 1st. It is the holidays and I did not open the box and try to put it together. I had COVID during this time and can provide documentation supporting this and I was very ill. It was defective and I cannot use the table. One of the upper metal circular rings is not welded on straight, clearly a defect from the manufacturer. The glass table top this does not fit onto the base. ***, the manager I spoke to was very cold and unfriendly. I would like to have this product refunded. I do not understand why I must keep a product that was defective when I opened it. It is not good customer service to force a customer to keep a product that I paid over $300 for that I cannot use. *** demonstrated an abuse of power when he would not return my product and offered 25% off as a credit then reneged upon that offer after I explained that this is bad business practice. How can a company sell a defective item and when reported as such in a timely manner they make you keep the defective unusable item. ***’s flippant customer service demonstrates abusive business practice at the customer’s expense. On the receipt it reads: Our return policy differs based on the item you purchase. Their return policy is not clearly stated at the cash, nor does the sales representative tell you what the return policy is. The lack of transparency is a disservice to the customer. I found out that it is 48 hours to report a defect and 7 days to return. On furniture items where you pay large sums and for this information not to be clearly stated is a dishonest practice disadvantaging the customer. I would like a refund.
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 14/01/2024

  Hello team,

  As we have discussed in our previous responses, this customer is well outside of policy and therefore we will not be providing any returns or exchanges. It is very unfortunate that the customer did not get the chance to report the damage within 48 hours, regrettably this does not alter our policies. They were offered a 25% credit as a gesture of goodwill from the store team, that is all we can offer in this case. If they do not want to accept this credit, they can file a claim. We consider this matter closed. 

  Thank you

  Customer Answer

  Date: 24/01/2024

  
  
  Complaint: 21112421
  
  
  
  I am rejecting this response because:Again, the response from the Brick is inconsistent. They offer 25% credit then take the offer off the table then offer it again.
  *** the Operations Manager called me, when I expressly asked for this individual not to contact me via email to The Brick.
  
  It is not in good faith to offer 25% credit on a defective product from the manufacturer when I paid the full price for the product and did not purchase it from the “As Is” section. Nor should I have to warranty a manufacturer defective product.
  
  The Brick uses deceptive business practices as I showed on the receipt they provide as well in store to not provide the customer with transparency regarding their return policy.
  
  I have an end table I cannot use. As a customer the least I would expect is an exchange for a product that is not defective.
  
  Please advise, thank you.
  
  *****
  

  
  

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