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

• 

  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:22/12/2023

  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 an item from Brick 5 years ago and paid over $1000. They also sold me a protection plan for $250 and told me that if I don't use protection plan, I will get this money back as a store credit after 5 years. I tried to use claim after 4 years and claim was declined anyways (because the business selling cheap quality products and don't cover the things that usually happens). So I didn't use the warranty at all. After 5 years, when I called the store to ask about my store credit, they are saying that because I tried to claim, even though it was declined, they will not give me store credit. This is absolutely cunning and unprofessional way to treat the customers. I am absolutely shocked and the lady kept arguing rudely that I can't do anything. When they sell the product, they hide things like this and promised to give credit. Now they are refusing. I need my money back in the form of cheque as soon as possible. Plesse help.

  Business Response

  Date: 05/01/2024

  Hello, 

  We sincerely apologize for the delays in our response. The customer have warranty on items delivered on December 21, 2018. They did applied for the service request for the reason which is not covered under warranty guidelines. See the comments on file as below snapshot. Our warranty guideline is avaialable online on our website as we which attached above. It states very clear that cracking/peeling is covered on genuine leather products only and not on non-genuine products, so their service call was declined. As per policy, id any service call is submitted irrespective of there result FCC is not applicable. The link online with full details ****************************************************** Warranty details explains as attached above. 
  

  You will be entitled to a credit in an amount equal to the price paid (less taxes) (the “Credit”) for The Brick’s Furniture Protection Plus Plan You purchased if no claims have been made under the Plan You purchased.
  
   
  customer is not eligible for FCC redemption if service call has been placed irrespective of the outcome of the service call.

  Thank you 

   

   

   

  Customer Answer

  Date: 07/01/2024

  
  
  Complaint: 21048435
  
  
  
  I am rejecting this response because:

  if the warranty was not applicable to the product I purchased, why was I not made aware of this and was asked to purchase it. The sales person sold something that doesn’t apply to the item I was purchasing. Also, if the claim about peeling/cracking was not applicable to the item I purchased, why did your system let me submit the claim. This is one side business strategy to only sell their products but not providing the customer full picture of product or simply misguiding the customers. I DO NOT want the store credit because I don’t want to see Brick people again, just need a cheque sent to my address. The staff also need some education on being honest to the customers when selling the product, rather than just focusing on your sales goal.

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

  Business Response

  Date: 10/01/2024

  Hello, 

  Our site will let our customer submit the claim as it can be anything which warranty covers or exceptions, as it is generic platform for customers to submit the claims and once it reached to adjudicator department. They look at the pictures, descriptions claims and questions, which are answered by the customer. Then based on that they take their decision to take further action. Already explained in previous open ticket all details with snapshots from website and we offer this warranty to all customers based on what is written on web site including all exclusions. At the time of sales all sales consultant offer this in home service/repair plan explaining the coverages, then it is customer's understanding and responsibility to accept or decline. We don't mislead any customer for sales target. Customer applied for the claim with reason which is excluded in warranty guideline. As mentioned earlier that we cannot offer any refund or in-store credit  for the amounts per policy in place from years. We stand firm on our decision at this time. Please close this case. Thank you 

  Customer Answer

  Date: 10/01/2024

  
  
  Complaint: 21048435
  
  
  Before closing, i would still say that the business is not honest.
  

  they are not willing to help or retain their customers and changed their words given at the time of purchase. backing up their sales persons. If The claim was declined, then how can you say that I used the warranty. I have not received any service from the claim so it’s not considered as used warranty. It’s fine I can donate my Warranty amount to Brick. No need to discuss further as there was no intention to return my warranty amount back right from the beginning. At least be honest to your customers and explain what they need to know before purchasing. You make them sign right away. You push them like every business does. Customers don’t have time to read those tiny details you print for us. That’s why they come to you. When you offer something, offer it with full details on how it works. It’s your job to go through it and explain, than focusing on what I mentioned before. You can keep my money. No need to reply back. Thanks
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:14/12/2023

  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.

  In march of this year we purchased a house and chose to furnish it through the Brick, part of our purchases was a new bed set and mattress. We chose a floor model attempting to save money as we had just used our savings. We were told by sales staff at the brick that the mattress we selected was on sale and we could get it new for 100$ more. We did this and it was delivered and set up while i was at work. My gf put a cover on it and I never thought twice despite it being uncomfortable. 4 months later we noticed it has shifted to one side and springs were visibly creating creases on the top. I opened up the protector to look at the mattress only to notice it as not the brand on mattress we had ordered. We contacted to Brick Via phone at first and were promptly told any complaints about it being the wrong item needed to be taken care off within 48 hours. Ok, it then took several more phone calls, email complaints and frustrating conversations with the Bricks customer service, which ultimately took 2 more months and 60 more awful sleeps to get an adjuster from mattress manufacture to come and deem the mattress defective and acceptable for a return and reselection. This was the finally processed on Nov 9th this year(another month+), the Brick made no attempt to contact us until my GF called and was told we could reselect(Dec 6th). We went in and tried to select a different brand as this one we neither wanted originally and had be horrible for the past 9 months. The Brick refused, it is not part of their "policy" to return and allow us to pick a different brand. We left as we were frustrated. We have repeatedly asked for a refund since, seeing as the mattress is defective and noted as such by the manufacturer(otherwise they would not have approved this "reselection" non-sense). We would just like my money back and this horrible mattress out of our house at this point. Horrible customer service, a horrible attitude and accept zero responsibility for the products they sell

  Business Response

  Date: 17/12/2023

  Hello team,

  We are unable to locate any account information under the email provided *******************. The phone number provided is not complete it is only 9 digits ***** *******.

  We would unfortunately need a valid phone number to be provided to be able to look into this complaint. 

  Thank you

  Customer Answer

  Date: 18/12/2023

  The number on file is *** *** ****
  
  We look forward to your response. 
  
  ********* *******

  Business Response

  Date: 19/12/2023

  Hello team,

  This customer has opened several complaint for this issue with our corporate office over the last few months and unfortunately the decision on this remains the same. Return authorizations on mattresses are not provided by the Brick, they are provided by the mattress manufacturers. Due to this, we do not have the authority to provide this customer with a different brand of mattress as their return authorization is only granted by the mattress brand for a replacement of the same brand. 

  The store team has spoken with this customer numerous times for this and all policies have been explained. The store even gave them an extension on their reselection as a gesture of good faith even though they were well outside of policy. It is very unfortunate that this customer received the wrong product, however the customer did not advise us of this for 6 months. They got the mattress in March and they told us they had the wrong one in September. We would have been happy to rectify this had they not kept the item in their home for half a year without notifying us of the issue. Our policy clearly outlines a 48 hour timeline for any such issue on our website. Extensions can be provided for a few extra day in this case, however 6 months is not a reasonable timeline for this. Customers are also advised of our 48 hours policy at time of purchase. Given this timeline and the guidelines enforced by the manufacturer that the Brick is obligated to follow, we will not provide an exchange to a different brand. This is definitive.

  The customer can visit us in store and reselect as directed in their many conversations regarding this with the store management team. We consider this matter closed.

  Thank you

  Customer Answer

  Date: 20/12/2023

  
  
  Complaint: 21008192
  
  
  
  I am rejecting this response because:  as explained, this manufacturer does not make mattress we find comfortable. It is obviously defective, the manufacturer would not have authorized a reselection if that were not the case. It took the brick 3 months to even determine and then another to even inform us.  It is poor business practice that you refuse to allow a return and refund on a defective product you sold. 
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:10/12/2023

  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.

  On August 2, 2023 ******** made an online purchase from The Brick
  
  On August 31, 2023, Agents/Employees of The Brick irreparably damage door during delivery In attempting to move the furniture into the residential property, the employees or agents of The Brick, irreparably damaged the front entrance door, leaving it heavily scratched and marred.
  
  A doorknob was broken on a secondary, inside door
  
  The Brick is liable for damages incurred The Plaintiffs have not signed a liability waiver to absolve or limit the liability of The Brick
  
  The Brick has acknowledged liability, by offering compensation in the amount of $250
  
  The Plaintiffs have researched services to repair damage to the Exterior Door, and have learned that the door cannot be repaired and must be replaced. A quote obtained by the Plaintiffs indicates that the cost of a door matching exactly the door that was damaged, is $4268.25, inclusive of installation costs and HST
  
  Extensive steps taken to negotiate with The Brick unsuccessful
  
  The Plaintiffs have taken repeated steps to negotiate recovery of costs to address the damage caused by The Brick, by both email and through attendances at the Ottawa East location to speak with management
  
  The initial damage report was submitted on August 31, 2023, by email, with photos showing damage done. This was sent within 24 hours of the damage occurring, in accordance with the policies of The Brick On October 8, 2023
  
  The Brick responded stating “We have reviewed the quote and, while we understand the inconvenience this has caused you, we regret to inform you that we can offer $250 compensation. We hope this can still be of some assistance in addressing the repairs needed”
  
  The Brick confirmed that there is no policy or contractual term limiting their liability to $250
  The Brick has refused to provide reasonable compensation for damages done by their employees or agents, requiring the Plaintiffs to commence this proceeding for compensation for damages incurred

  Business Response

  Date: 19/12/2023

  Hello, 

  We understand that the customer is unsatisfied with the decision made regarding the settlements for the damage that has taken place in their home. Please be advised that, while The Brick does have firm policies surrounding time frames to report property damage, we have escalated this matter for a detailed review. We have not yet come to a decision regarding the claim, since this was raised to our corporate office location via this *** claim. We are requesting an extension to be provided, while this concern is reviewed by our upper management team. 

   

  Thank you, 

  Customer Answer

  Date: 20/12/2023

  
  Complaint: 20985881
  
  On behalf of Mrs ******** and Mr *********, we formally REJECT your request for an extension for the following reasons:
  -
  It was already proven and accepted that the timeline policies were met
  (see attachment Screen Shot 2023-10-30 at 3.14.29 PM requesting the
  quote for the door)
  - Since the initial request has been
  submitted, it has been 111 days (ticket was opened on August 31 - see
  Screen Shot 2023-10-30 at 2.51.26 PM)
  - Since the initial request
  has been submitted, there have been over 25 emails exchanged and
  multiple in person visits with both head office and the regional office ,
  resulting in no decision
  - The support ticket created with head
  office had multiple missed response SLAs (see Screen Shot 2023-10-30 at
  3.53.54 PM and Screen Shot 2023-11-13 at 7.03.26 PM)
  - The support
  ticket from head office was not resolved, we were not responded to
  after ******* * on Nov 6 and the ticket was closed without consulting us
  or a resolution after falsely claiming they attempted to call me and me
  re-providing my contact details and times I was available) (Screen Shot
  2023-11-13 at 7.13.30 PM) - I have run out of screenshots for the rest
  of our evidence but the automated response of a ticket closed was
  received on Nov 12 at 12:01 PM
  
  It is for these reasons we
  REJECT the claim for more time as ample time and effort has been made
  and provided on our end for a resolution.  Should the route of *** not
  result in the full repair of the door - our lawsuit will be filed
  immediately with our attempt to resolve via the *** included as evidence
  
  
  

  Business Response

  Date: 29/12/2023

  Hello,

  We have sent this for review with our legal and management teams. After review it has been determined that we will work with the client to resolve this matter. 

  The management team will follow up with the customer directly to finalize the details of this resolution. 

  Thank you, 

   

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: 20985881
  
  
  We have heard from head office the brick will cover the full cost and we have received the form for half the cost from head office but still have not received one from the other party who will cover the remaining half

   

  Nothing will be signed until both forms are received
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 03/01/2024

  Hello, 

  We have committed to paying the garage in full, the cost is being split between 2 departments internally. Our last update was that the we are awaiting on the customer for a signature and we will proceed. 

   

  Thank you, 

   

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: 20985881
  
  
  
  I want to preface this by saying I'm not rejecting the response from the brick, we have heard back however the case on their end is not closed and therefore we want this to remain open until that happens.  There has been a lot of confusion, for example in their response mentioned a garage but it was our door.  We are hoping to finalize paperwork after errors on their end and receive the payment at which point I will close this case.  Until then, given the issues we had prior to *** getting involved, we do not want this closed
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 09/01/2024

  Hello,

  We sincerely apologize for the delay in our response. On Wednesday, January 3rd, 2023, our fleet management team reissued the release form to the customer for the full amount, as they were awaiting the customer's signature. The customer has now signed the release form for a cheque the total sum of $4268.35, which covers the cost of the damages property incurred to the exterior door around September 1, 2023. This matter has been resolved. Please see attached copy of the final release signed. Thank you 

  Customer Answer

  Date: 10/01/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20985881, and find that this resolution is satisfactory to me.
  Although we have not yet received the money at this time, we have a signed document which we are happy with and will contact *** if any issues arise with the promised funds.  We appreciate the *** as it would not have happened without your support.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:20/11/2023

  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 never purchase warranty for appliances. But five years ago, the sales person at the Brick told me that we can get full credit if the warranty is not used. Now, it past five years and I would like to use $299.95 credit to pay for my purchase of chairs. After a month past, the credit was still not in store for me to use. The local store escalated the request for me. A few days later, I was told that my credit had been expired a few months ago. Then I was told that the credit can only be used exactly 90 days after five years warranty expired. But during the purchase, no body told me anything about 90 days expired or shoed me any documentation about the detail. I only got a receipt for purchase. Nobody told me the details and no any e-mail, mail or phone call to tell me and remind me that the time is up, the credit can be used and will expire soon.
  Even local store management does not know why the credit did not issue to me at first place. Therefore, it is either the salesperson cheat the customer to purchase warranty or the Brick does not tell their employee clearly about the policy.
  I request to get back the money as the Brick promised.
  The order number is ************, which credit should be given

  Business Response

  Date: 30/11/2023

  We are sorry to hear that the customer does not find the full circle terms and conditions to be favorable. Please be advised that this information is available in the provided warranty certificate, as well as online. Due to the duration of time passed between the expiration of the credit and the time that the credit was attempted to be claimed, we are unable to request King and State, the warranty credit provider, to overturn their policies, terms or conditions of the credit process. 

  Due to the above stated facts, we are unable to provide the credit as requested and it is considered expired. 

  Thank you, 

  Customer Answer

  Date: 30/11/2023

  
  
  Complaint: 20896884
  
  
  
  I am rejecting this response because:

  i did not receive any documentation and no body told me to check online.
  
  
  
  Sincerely,
  
  **** ***
  
  

• Initial Complaint

  Date:18/11/2023

  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.

  Last fall my wife and I decided to build Granny Suite attached to my son's house. We went to the Brick in Huntsville and purchased all our appliances. Our complaint involves a stainless steel extension kit for the ******* range hood. Due to construction delays the order was placed in storage. All winter and spring I was in touch with sales person and was told on delivery as long as I don't open the box, I can return it. When I tried, they refused to take it back. I called head office and they said they cannot do anything about it. It has taken a year and still no result($599.97 plus tax).

  Business Response

  Date: 12/12/2023

  Hello, 
  We are sorry to hear that the customer is not satisfied with our return policies. Please be advised that our return ******** ******** state that we accept the return of products within 7 days of the customer taking the product into their possession, as long as the product is still in the original packaging. We do not commit to taking product returns after a year of ownership. Unfortunately, we will not be able to overturn the stores decision to not accept a product return as they are within our written and published policies regarding returns. 

   

  Thank you, 

   

  Customer Answer

  Date: 12/12/2023

  
  
  Complaint: 20890187
  
  
  
  I am rejecting this response because: As explained to me by the sales lady that as long the box was not opened it could be returned . I tried to return it as soon as soon as I received it. I was mislead by the sales lady and would never had ordered it if it could not be returned. As you can see on the upper left of the invoice the store policy was not never disclosed. I can not explain how disappointed I am with the way I was treated by this store.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 26/12/2023

  Hello, 

  We are sorry to hear that the customer is not in agreeance to our decision.

  In saying that, however, the policy regarding returns is available on the website and is also indicated on the invoice. Because this information is published and readily available to all customers, and is available for disclosure upon request at any time, we are not obligated to overturn the decision to return the product. Our policies state that product may not be returned outside of 7 days and notes on file indicate that the customer attempted to return a month after taking possession of the product. 

  We have determined that we are operating within our policies to deny this request. 

   

  Thank you , 

  Customer Answer

  Date: 09/01/2024

  
  
  Complaint: 20890187
  
  
  
  I am rejecting this response because:The policy that was explained to me was a lot different . Obviously the Brick is not going to do the right thing and  honor the conversation with the sales dept. Therefore the best I can hope for is that the *** can warn future customers  and the Brick will have a black mark.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:17/11/2023

  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.

  After everything I've been through with the store(The Brick) and the manufacturer(*****) since early July 2023. Very stressful indeed. When I purchased the unit, I was not aware of the return policy. I never anticipated going through all this, beginning with the error code only after six hours in use over a three day period in AC mode and the missing drainage hose that was suppose to be included in the box. Then having to prove the manual stated it was included this sending pictures of the cover of the manual and the page inside that declared it was "included ".It took two month for the hose to arrive, not that that would have helped. The entire summer was over and I had to endure an apartment of 33degrees because their AC unit was defective from the beginning. And now three months of a long paper trail and no satisfaction. The Brick doesn't want to lose out and neither does *****, but it is ok for the costumer to lose? I never would have purchased an AC unit from the store had I known what their return policy is and that they DO NOT back up what they sell. They just blame it on the manufacturer and you still get nowhere.

  Business Response

  Date: 27/11/2023

  Hello, 
  We are sorry to hear that the customer does not find the warranty policies, terms and conditions to be favorable. We would like to clarify that the customer received the product on July 16, 2023. The customer did not report any concerns regarding a missing drainage hose until 4 days after receiving the product at which point staff had offered to process a parts order on behalf of the customer to assist with a resolution. However, the customer was also advised to reach out to the manufacturer directly, as they better access to parts and inventory for their products and could have sourced it faster than we were able to. 

  In saying that, the staff are operating within policy to advise the customer to contact the manufacturer for all concerns listed in the *** claim. All damages and missing components must be reported within 48 hours of receiving the product and for the 1st year of ownership of the product, the manufacturer is responsible for the warranty coverage of the item. All policies in relation to warranties, returns and more are provided on the invoice provided to the customer following the sale, and it is advisable that the customer review the information provided at the point of purchase. 

  As such, we do recommend that the customer reach out to the manufacturer directly for any further inquiries. 

  Thank you, 

   

  Customer Answer

  Date: 27/11/2023

  
  
  Complaint: 20886296
  
  
  
  I am rejecting this response because:
  This isn't what the issue is about. I wasn't aware  I was missing any parts, unassuming the unit would operate properly and then three days later with an error code I searched the manual for  about. I wasn't aware  I was missing any parts, unassuming the unit  and then discovered the certain part wasn't included in the box which was needed we to drain the unit. It was in AC mode when the error occurred and why would it have to be drained after 6 hours use and it was never in dehumidifier mode. Plus it took 2 months to get the part. Aside from that I was told what ever moisture is in the cabin would be needed to prevent the unit from over heating. The error occurred even after I had a technician here to look at it as requested by the manufacturer, and still didn't solve the issue because it went to error code again and would not start. I have done everything I was suppose to do as directed by ***** and The Brick and neither can understand or support my frustration but keep putting the ball back into the other's court to deal with this. And  this is what their reply is again, let the store deal with it, no let the manufacturer deal with it. Can one of you please step up to the plate and do what is the right thing here! It's not about missing parts and not noticing a hose was missing, it's about going the extra mile and have compassion on a situation that is not my fault because the AC unit was defective from the beginning. Please refund $517. to the method paid. If it is this hard to deal with the two above mentioned companies in this case, why would it want to exchange it for anything else you sell?  Knowing this is the kind of  support I can expect from The Brick or ***** or any other manufacturer. 
  Please. It's November now and it's long over due. Costumer satisfaction? 

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

  Business Response

  Date: 03/12/2023

  Hello, 

  Again, we are sorry to hear that the customer does not find the warranty process to be favorable. However, we are operating in accordance to our policies. The customer will have to reach out to the manufacturer to resolve this matter. 

   

  Thank you, 

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: 20886296
  
  
  
  I am rejecting this response because:

  I have dealt with the manufacturer and I have a long paper trail with them and you, The Brick. This is unfavourable This is your way of throwing the ball back into the other party's hands because you don't want to deal with this ongoing situation. I have in previous emails dealt with the manufacturer and they refer me back to you, the store, The Brick. So, why don't you do the right thing regardless of your policies and politics, given the facts of all that I have been through with you since July 2023? Isn't a good costumer relation better than a name that stands behind a curtain who keeps blaming the other party?
  

  Please understand. Thank you. Christmas is coming. 
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:14/11/2023

  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 my sectional in Jan 13, 2021 for $3764 with extended warranty. I contacted the brick because the sofa came damaged, they sent someone out to staple it back together. Within the first few months I sleeve had issues with the sofa not keeping its shape, pilling easily and staples popping out. I contacted the sales representative multiple times and they said they would sent someone out. A tech came took photos and left. Tried contacting the store multiple times to see what is going to be done. No real response. I submitted another ticket online because the frame was breaking and springs were sticking out. They sent someone to look at it and they said they need to speak with someone at the store to see what can be done. I keep calling them to get an update and I am not getting any answers. I also bought a dining room set from the on dec 20, 2022. 2 chair back broke within the warranty period, they send someone out and said they would replace the chairs and nothing still has been done. The dining table edge’s started peeling and they finally sent a technician in august 2022. I tried reaching out and no update from the store what is happening.

  Business Response

  Date: 24/11/2023

  Hello, 

  We have reviewed the customers request and upon review we discovered that the claim was denied due to what the tech deemed to be "normal wear and tear" which is not covered under the terms and conditions of our warranty program. We do rely on trained professionals to provide us with their analysis of the product being claimed and this was the verdict provided on claim ******** for all products. 
  The concern with the table was caused by the table cloth used with the product. The Sectional and ottoman were deemed normal wear and tear as per point 7 of the Limitations and Exclusions of the warranty service agreement "Seat cushion cores will soften from normal use and have conformed to the shape of the user. This is considered normal wear, and shall not be deemed a loss of resiliency or a material manufacturing defect."

   

  Due to the above facts, the customers claim will remain denied. 

   

  Thank you, 

  Customer Answer

  Date: 26/11/2023

  
  
  Complaint: 20867926
  
  
  
  I am rejecting this response because:
  
  
  I was told by someone at the store that I could be receiving a credit/ refund for the springs popping of out the sofa frame / the frame coming damaged. I was also told that the 2 chairs would be replaced/ refunded / credited because they were broken and couldn’t be repaired. In regards to the table top nobody has reach out or discussed anything regarding the damage. There was never a table cloth to cause any issues. The table edges and sides are peeling. As per the technician this seems to be a defective table as he never seen this happen and is not sure what could of cause this.

  ****** at the brick offer solution and credits but has never followed through. I called multiple times and am not able to get ahold of him and get a solid solution. This has been ongoing for years. The adjudicator keep on changing the course of action.

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

  Business Response

  Date: 03/12/2023

  Hello, 

  We have updated the management team to investigate the credit that the customer indicated to in the previous response. The store management team has all stated that such a credit was never approved and there is no documentation on the customer file to support that such an offer was made. As per our previous response the claim was denied within the polies, terms and conditions of the warranty agreement. As such, the warranty claim will remain denied and any further requests for settlement, compensation exchange of the product are declined. 

  Thank you 

   

  Customer Answer

  Date: 11/12/2023

  
  
  Complaint: 20867926
  
  
  
  I am rejecting this response because:

  After months of the original sales representative *** not responding, I reached out to the Brick online. Someone named ****** from the weston road store has been the one I have been going back and forth with for the credit/ replacement of dining room chairs. He started that these would be listed on the file. After months of not hearing anything back is why i reach out though here. Nothing was ever sent in writing. I have been ignored and made empty promises until my extended warranty expired. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:13/11/2023

  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.

  My husband and I purchased a washer and dryer set in March of 2022. We added the 439.95 extended warranty and since then the dryer has broken. I called the brick who told me I would need to wait 2 weeks for the repair service to come to the house.
  The night before they were due to come, my husband came home from his 12 hour shift to take apart the laundry room so the service repair man would have access to the dryer.
  **** from *********** called the morning he was to come and he diagnosed the dryer issue over the phone, explaining he would need to order the part in and therefore would not be coming.
  I work as a nurse and could have picked up a shift that day at triple time due to staff shortages but I denied that shift BECAUSE I NEED A DRYER with a family of four.
  **** told me, he would message me when he knew how much longer we would need to wait. I'm still waiting, and it's been 5 days with two messages left by me.
  I called the brick, who forwarded me to ***********. *********** then forwarded me to an email address to ************** for which I have heard nothing back from.
  Initially, I didn't think this was a brick issue but after speaking with business owners I'm assured they're part of the problem as they hired *********** and sell the warranties knowing they can't get people in to do the job.
  I'm frustrated. My husband's time was wasted. I lost out on SUBSTANTIAL WAGES and my laundry room remains disassembled while I wait for "****" to call me back and actually FIX my dryer.
  Why couldn't **** from *********** call me the day after I contacted the brick warranties department and diagnose my problem then (rather than 2 weeks later) and then put the part in when he was scheduled to come??
  There has been no ounce of caring that A. My husband's time was wasted B. I lost out on huge money C. My house has been disassembled and D. I still have no dryer and no word on when it's being fixed.
  NOT OKAY!

  Business Response

  Date: 22/11/2023

  Hello, 
  We are sorry to hear that the warranty services did not meet the customers expectations and for any misunderstanding that may have taken place with regard to the booking process.  The warranty service is a repair first contract, which may require some time to fulfill the necessary parts orders. In saying that, we do see that the repair was completed November 21, 2023.

   

  Thank you, 

   

  
  

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am sending this on behalf of my niece who is afraid to make waves but I am livid on her behalf
  
  They bought a new fridge from the BRICK in 2020 and paid $400 for an extended warranty which is carried by **** * ***** Warranty. The fridge stopped working so she followed the procedure and registered her issue online on Oct 15th and she received a call back on Oct 17th. No repair person showed up until Oct 26th so they had been without a fridge for 12 days. Food from the freezer had been thrown out and she borrowed some coolers and took things to put in her mother’s fridge. She says she has logged at least 17 phone calls because they were not being responsive. Her most recent call was this past Saturday Nov 4th and she was told the parts should be in Wednesday (today) and that they would call on Tuesday and give her a window of when the repair would happen. She didn’t get a call yesterday (Tuesday) but since I have called them they probably meant NEXT Tuesday.
  
  I called today because someone will have to attend the residence when a repairman finally shows up because everyone in that family either goes to school or work. I was told the repair appointment was scheduled for November 14th. I told the gal I was speaking to that she could put my annoyance in perspective by going home and unplugging her fridge till sometime in December.
  
  So that will make it 33 days without a fridge, if in fact they actually show up on the 14th. Don’t think it’s unreasonable to think this is not satisfactory service. I told my niece she should be asking for compensation for the food she had to toss and I would be demanding return of the $400 paid for the warranty but primarily just want the fridge fixed (or replaced) asap.

  Business Response

  Date: 09/11/2023

  Hello, 
  We require the customer to reach out regarding these concerns themselves. Falling short of the client establishing contact, we require a letter granting the communicating party approval to discuss these concerns, in addition to the invoice of the purchase. 
  Once this has been received we will move forward with actioning this request. 

   

  Thank you 

   

  Customer Answer

  Date: 13/11/2023

  Here is the information requested by the BRICK regarding complaint #********.  There is a letter authorizing me to speak and act on behalf of my niece who is the purchaser of the fridge in question.  The invoice is also attached.

   

  Thank you for your work on this complaint.

   

  Regards

   

  **** *****
  
  ************

  
  
  

  Business Response

  Date: 22/11/2023

  Hello, 
  Thank you for reaching out and providing us with the necessary information as requested. We have escalated this to the upper management team to review the customers claim and expedite a resolution regarding a repair or settlement option. Unfortunately, offering a refund on a product or service that has been utilized for over 3 years is not a viable option, as this falls outside of our warranty terms and conditions. In saying that the warranty coverage does offer a one time coverage for food loss. We have mentioned this request in our escalation and will have a **** *** ***** agent follow up as soon as possible. 

   

  Thank you, 

  Business Response

  Date: 01/12/2023

  Customer's claim was submitted on the date she made contact which was October 17th by a Customer Care Representative. The service provider **** ********* ******* would have arranged to visit the client on October 26th 2023 which was done. 

   

  Four parts were requested to fix the unit which arrived (based on ************ with ******) on October 31st. The tech then booked her service for Wednesday, November 8th. 

   

  The client contacted us on Saturday, November 4th to express her dissatisfaction that techs do not work on weekends. Her appointment was rescheduled on Sunday, November 5th to Tuesday, November 14th. She called us back on the 8th to confirm her appointment date and she was given the details. Based on the tech's report the customer was visited on the 14th however the file was completed on November 15th and the tech reported the following: "replaced compressor, dryer, charged with R600, got update from customer, tested ok".

   

   

   

  ****** *****   *  ******** ********** *******

    

  The Brick – Corporate Office

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:   There is no timeline for the senior management team to provide resolution and no assurance that simply doing a repair will be considered ‘resolution’.   As well, it would be helpful to know when to expect the repair company to reach out regarding the one time food replacement amount.  In the meantime, there is a further repair appointment booked since it seems that the repair that came 33 days after the fridge stopped working has not resolved the problem.  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/11/2023

  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 product I have purchased its defective and one one is helping me out.

  Business Response

  Date: 09/11/2023

  Hello,

  This customers concerns have been addressed with multiple levels of management and our head office.

  Please see the attached letter regarding the decision on this matter. 

  Thank you, 

   

  Customer Answer

  Date: 13/11/2023

  
  
  Complaint: 20843803
  
  
  
  I am rejecting this response because:
  
   

  Complaint: 20843803

  
  

  I am rejecting this response because:

  I spend alot of money and every single items I had purchased is defective. This is manafture defect and they are not take any responsibility to do anything other saying not under warranty! The entire set is glass and mirror how could it not be covered.The condition of products is unbelievable. I had mirror from 70 years ago and yet nothing had happened.

  
  

  This company took all my money and sold me garbage! They are very dishonest and I want justice. I felt like I was robbed and, I wasted all my money. The company after tossing me around for good 8 months. They playing a warranty card game? The warranty was never mentioned to me once I purchased.

  
  

  So unacceptable and such shame!

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 21/11/2023

  We are sorry that the customer does not find the terms and conditions, or our policies regarding warranty coverages to be agreeable. However, the customer did not purchase extended warranty, the claim was made outside of the first year manufacturers warranty coverage and this item is no longer covered for settlement, exchange. As such compensation for this will remain denied. Please see the legal letter provided to the customer regarding the details of the claim, decision and communications established previously with the customer. 

  We are within our policies terms and conditions to commit to the decision provided, and will continue to commit to the denial of this claim. 

   

  Thank you,