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:12/05/2025

  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 a dishwasher at the beginning of January and when it was finally delivered and installed on March 14th, it was thew wrong model. I was told I would not be charged for the dishwasher until the correct one was installed and I would be getting a credit of $400 after it was installed as they cannot apply the credit prior to that as the charge wouldnt have been posted. It turned out that I was charged for the wrong dishwasher, and not after the correct one was installed. I was also charged for the install of the wrong and the correct dishwasher. Additionally, the agent ****** also charged my account for $400 in order to refund me that amount, making the refund pointless. The agent stated that I would receive a cheque for the $400, but it has never arrived. Additionally, they stated they would refund me the $299 for the install which they could not have done as my account is closed. When questioned about all of these items, they have been misleading, lied, and continue to not honour their promises. I would like the refund of all amounts promised and have it provided immediately as this has been on-going since January and is still not resolved.

  Business Response

  Date: 14/05/2025

  Hi Team,

  This customer has been provided with all the information by the store team. The team has already issued a refund to them. We can see that the team submitted a cheque request, but the refund was already sent to their Flexiti account, which they have since closed. The store team has clearly addressed this customers concerns prior to them reaching out on this platform. All relevant information has been clearly communicated to this customer by the ********************** team. We consider this case closed from our end.

  Thank you

  Customer Answer

  Date: 14/05/2025

   
  Complaint: 23320059
  
  I am rejecting this response because: No refund has been received. They are now stating they sent the physical cheque to Flexiti not to me and are indicating that it is on the other company to forward me the associated cheques due to their error. I have received no refunds, and no contact from Flexiti. The Brick has not done anything to resolve this issue and they indicated they sent the cheques weeks ago. This is not a acceptable response from The Brick and again, I do not feel I should shoulder the burden of yet another error on behalf of The Brick.

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

  Customer Answer

  Date: 22/05/2025

  Hi there,

   

  I am just looking for an update on this? I have not been able to track down the cheque The Brick stated they sent to ***************** and I still have not received my refund that The Brick agreed to pay. I would like to go into the store itself and have the refund processed in cash at this point. They promised this refund months and it still has not shown up. Can this be something that The Brick can agree to? 
  

  regards,

  Business Response

  Date: 23/05/2025

  Hi,

  The customer has been provided with all the information by the store team. The store team has emailed this customer explaining that the policy for the first 18 months is to refund to the original payment source. Additionally, a quick call to Flexiti will likely expedite her refund process. We would advise this customer to contact ******* for further assistance. We consider this case closed from our end.

  Thank you

  Customer Answer

  Date: 27/05/2025

  Hi there,

  This is the same message as they sent last time. Flexiti does not have the cheque. I have called, and emailed them and there is no cheque for them to send me. I would like a new cheque to be sent to the ****** Brick and I can pick it up. The statement "I am sure a quick call to them will have your refund processed back to you." is not accurate and has been proven to not be true as Flexiti has no cheque. I do not feel it is fair for me to continue to bare the burden of a mistake that was made by The Brick. Continuing to chase down a refund cheque and continually going back and forth about this refund that was promised months ago is not a resoluation. This is not an acceptable response from the Brick

  Customer Answer

  Date: 27/05/2025

   
  Complaint: 23320059
  
  I am rejecting this response because: 
  
  This is the same message as they sent last time. Flexiti does not have the cheque. I have called, and emailed them and there is no cheque for them to send me. I would like a new cheque to be sent to the ****** Brick and I can pick it up. The statement "I am sure a quick call to them will have your refund processed back to you." is not accurate and has been proven to not be true as Flexiti has no cheque. I do not feel it is fair for me to continue to bare the burden of a mistake that was made by The Brick. Continuing to chase down a refund cheque and continually going back and forth about this refund that was promised months ago is not a resoluation. This is not an acceptable response from the Brick
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/05/2025

  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.

  To Whom it May Concern, I purchased a couch/ pull out bed in January 2024. On the advertisement it says you can sit and sleep on it - please find attached. I found right away that it was uneven, and I could not sleep on it. I tried pillows but just too uncomfortable. I notified the Brick right away and let them know my concerns. They sent out a technician from their team and he pulled a few staples and re-stapled it with loose material in the bottom. This did not resolve the problem of unevenness. My friend and I went to the Brick and talked to the manager. Their response was, You did not spend enough money on the couch/ pull out bed. They then proceeded to send the tech out to confirm our concerns. This resulted in no-satisfaction. We would like either my money back, or a store credit. We see the couch is now on their advertisements. I have severe health problems, enforcing the importance of a good nights rest. Below are some of the issues I am facing:-Bike accident that led to a severe brain injury that has impacted many aspects of my life. -I suffer from sleep apnea (I cant sleep properly) -** surgeries- More specifically on the jaw, that severely affects my *********** conclusion, I am disappointed with my experience in dealing with the Bricks support team. I need a proper pull-out bed to sleep on, I am on ODSP and financials are tight. I am requesting a full refund of the amount I paid for the item (HST included), or a store credit also in the same amount.

  Business Response

  Date: 08/05/2025

  Hi,

  This customer has been provided with all the information by the store team. The technician inspected the product, and according to the submitted report, everything is satisfactory. Therefore, as advised by the store team, we will not be moving forward with this issue. The store's decision will remain final, and as stated, we will not be offering any refunds or store credit in this case. We consider this case closed from our end.

  Thank you

  Customer Answer

  Date: 12/05/2025

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

• Initial Complaint

  Date:06/05/2025

  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.

  In 2023, I received a replacement mattress from The Brick (********) under warranty. I later submitted a warranty claim in 2025, but The Brick denied the claim stating the warranty is tied to the original 2013 purchase date of the first mattress (*********).At no point was I informed of this warranty limitation when I received the 2023 replacement. The Brick claims I should have found the terms inside the plastic packaging, which is not a reasonable form of disclosure and was never confirmed or acknowledged.This violates my right to informed consent and clear disclosure of warranty terms, especially for a product being newly issued under warranty. The response I received stated that the decision is final and non-negotiable, and no effort was made to acknowledge the lack of **************** requesting that the warranty be honored based on the 2023 replacement date, or that The Brick provide a reasonable and customer-first resolution. Im also seeking better transparency for all customers receiving warranty replacements going forward.

  Business Response

  Date: 21/05/2025

  Hello,
  
  The customer's depiction of our decision is accurate. The warranty dates do not reset when a replacement product is provided, as doing so would extend the warranty indefinitely. It is unreasonable to expect this practice, and it does not align with the standard operations of mattress manufacturers. The purchase was made in 2013, and therefore, the 10-year warranty has now expired. We will not be providing further support in this case and consider this matter closed.
  
  Thank you

  Customer Answer

  Date: 21/05/2025

  
  Complaint: ********
  
  Thank you for forwarding the businesss reply.
  
  
  I do not consider the businesss response satisfactory. While I understand the manufacturers position on not resetting warranties with replacements, my complaint is not about whether this is standard policy it is about the fact that this limitation was never disclosed to me at the time I received the replacement mattress in 2023.
  
  
  I was not given any warranty documentation at pickup or delivery, nor was I made aware verbally or in writing that the new mattress would not carry its own warranty.
  
  
  Under consumer protection laws, businesses must disclose any material limitations that impact warranty rights. The Brick failed to do that, and as such, I am requesting BBB keep this complaint open and encourage The Brick to offer a fair resolution such as honoring the warranty based on the 2023 replacement date or providing appropriate compensation.
  
  
  Im also awaiting a response from Consumer Protection Ontario, where a formal complaint has been filed.
  
  
  

  Business Response

  Date: 21/05/2025

  Hello,
   
  The information regarding warranty limitations is clearly detailed in the mattress manufacturer's warranty terms. It is the customer's responsibility to familiarize themselves with this information if it is of particular concern to them, as the terms are readily available online. From our perspective, this is a matter of common sense, as it is unreasonable to expect warranty dates to be infinite based on continual replacements. Therefore, our position on this issue remains unchanged.
   
  Thank you

  Customer Answer

  Date: 21/05/2025

  
  Complaint: 23292823
  
  I do not accept the businesss response as satisfactory.
  
  
  The Brick continues to sidestep the core issue. My complaint is not about the existence of the manufacturers warranty policy its about the failure to disclose that policys limitations when the replacement mattress was issued in 2023.
  
  
  Directing me to an online document after the fact does not satisfy the legal requirement for transparency. Under Ontarios Consumer Protection Act, any limitation that significantly impacts a consumers rights such as a non-renewable warranty on a defective replacement must be clearly disclosed at the time of the transaction, not buried online or left inside packaging I was never instructed to examine.
  
  
  To illustrate: if a customer trades in a vehicle and receives a new one, they would never be expected to continue under the old cars expired warranty. The new product comes with new terms or at the very least, the terms must be clearly explained. Failing to disclose those terms is a failure of duty, not just poor service.
  
  
  The Bricks stance raises another important question: if the replacement mattress provided in 2023 failed in under two years, why is the company unwilling to stand behind the quality of that product with even minimal warranty coverage? If the product is sound, then offering a fair warranty shouldnt be a risk unless the company knows the product cant be trusted to last.
  
  
  This entire experience has shown not only a lack of transparency but a concerning lack of accountability. I request that this case remain open and unresolved as I await the outcome of my formal complaint through ************************************
  
  

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress in 2019 from this location and has recently sunken in. I did a claim for warranty, and now they are telling me my mattress doesnt match the receipt and my mattress is from 2012. In 2012 I was ** living at home with my parents and a single mom with no money to be purchasing a mattress. Which means THEY delivered an OLD mattress from 2012. I dont know a thing about mattresses so I had no idea they delivered the wrong mattress trying to scam me. Now they are calling me the customer a ****, that I gave away my new ********************** from 2019, and kept an old mattress and trying to claim for warranty. They are saying its impossible that an old mattress without a label was delivered when its clear the mattress was mislabeled and its an error on their end, but they refuse to own up to it and rather call me, the customer a ****. I had the same ********************** my whole life, I only bought a mattress in 2019 because I moved out on my own and there was a fire and my old one was damaged. They are accusing me of getting rid of my new mattress and claiming for the old one. They clearly scammed me and sent me an old mattress with no label because I was a young girl and they took advantage of that. I want my warranty claim to be honoured.

  Customer Answer

  Date: 05/05/2025

  The brick offers a ** year manufacturer warranty from the day the mattress is delivered. I was delivered a used mattress with no label in 2019. I did not realize there was no label until I made the warranty claim in 2025. I was delivered a used old mattress from 2012 and was sleeping on it for * years. 

  Business Response

  Date: 22/05/2025

  The adjudication on the customers complaint was reviewed and determined by Regional Management.  All areas of concern were clearly identified and explained to the customer by ********************** Management.  The customer was offered **% of the ********************** value as a goodwill credit after it was clear she could not supply the law label tag to properly identity the product in her home. 

  Thank you

  Customer Answer

  Date: 23/05/2025

  Hello, I saw there was a response from the business but I dont see an option to reply. The status says bbb is waiting for a response still 

  Customer Answer

  Date: 06/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  the Company has not proven that I was delivered a mattress with a tag. They scammed me and sent me some old mattress with no tag and now Im not able to claim warranty on it. The mattress was bought in 2019 and is severely sunken in. The technician himself said the mattress was under warranty and now they are trying to scam me out of that. I purchased a mattress in store and what I have in my home is WHAT WAS DELIVERED TO ME. Do they have proof that another mattress was delivered ? Where would my mattress have gone? There is no accountability on the companys end and based on numerous other customer complaints , this is something they do often. I will accept nothing but a full replacement. I was taken advantage of and I wish I had taken pictures when it was delivered in the first place. 

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

  Business Response

  Date: 08/06/2025

  Hello,

  As has been advised previously, this customer was already provided a exemption by our regional management team for a $*** refund. This is already processed. We consider this matter closed. 

  Thank you

  Customer Answer

  Date: 09/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  a $*** credit is not a replacement of the mattress that I purchased. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:30/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Washing machine came dented Then the people delivering the washer had dented the wall Contacted them numerous times They offered a $50 in store credit and then dropped off the planet. Bad customer service Would like a new washing machine and my wall repaired. Terrible customer service

  Business Response

  Date: 21/05/2025

  Hello,
  On February 7th, the customer received delivery. The drivers reported a minor indentation near the bottom side of the unit and no property damage was noted at that time.
  The customer called on the same day to report a hole in the wall behind her door. She claimed that, due to the absence of a door stopper, the damage was caused by the drivers pushing the door handle into the wall to accommodate the width of the washing machine.
  Customer service offered a ***************************** Credit (ISC) to keep the washer as-is, given the minor nature of the damage, and forwarded the property damage claim to our delivery company for further follow-up.
  On February 15, 2025, the customer visited the **********************, expressing concern over the lack of communication from our carrier regarding the property damage claim. She threatened to pursue small claims court and file a complaint with the Better Business Bureau (BBB). We assured her that we had received her information, submitted her claim, and would follow up with our carrier.
  On February 19, 2025, the customer inquired again, noting that she had not yet received any communication from the carrier. We offered a $200 settlement, which she found insulting, and she subsequently emailed screenshots of ****** searches regarding the cost of painting, along with quotes for paint and supplies from ******** *****.
  We followed up with the carrier owner, who then contacted the customer. He inquired whether she would prefer a repair or a settlement and promised to call her back to schedule a repair.
  On April 15, 2025, the customer reached out again, stating that the repair had still not been booked. The fleet owner sincerely apologized, admitting that her claim had been completely overlooked and had not progressed beyond the initial phone call.
  Ultimately, they settled on a payment of $400, which was issued to her by the carrier company. As such, we would consider this resolved. 
  Thank you

• Initial Complaint

  Date:28/04/2025

  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.

  So my ******** purchased, a new sectional sofa bed from The Brick, **********. It was suppose to be new with now defects or damages, but when we got it home. NOthing but problems. From day one we have tried to get The Brick to replace or refund us. Feel like we have been taking advantage of for $****** WE have been trying to get them to do something, for * months now and they have stopped responding to us. They said they would replace it or refund us, and now they are giving us the cold shoulder. WE do not have more money to buy another sectional sofa bed and really need this taking care of asap. For some reason I can not attach my emails from the Brick but these are the last pictures sent attached.

  Business Response

  Date: 13/05/2025

  Hi Team,

  The team called this customer; however, there was no response from them, so they left a voicemail. We would advise this customer to call the team back for further assistance.

  Thank you

  Customer Answer

  Date: 13/05/2025

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

  We have not received a call or email.  Prefer email so we have a trail of what is being said.  Told them that from day one, but as of May **, we have not heard anything from the Brick .  Just want them to pick up the defective sectional sofa and give us our refund of $******

   

  Business Response

  Date: 14/05/2025

  Hi,

  As previously advised to this customer in our previous response, they should contact the store team for further assistance, as the team is waiting for them to respond. We can see that the team did attempt to contact them, but there was no response. If this customer requires assistance, they should reach out to the store team. We consider this case closed from our end.

  Thank you

  Customer Answer

  Date: 15/05/2025

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

  We have called and left a voicemail  nobody answered the phone and nobody has called back

  Business Response

  Date: 23/05/2025

  Hi,

  The store team has been attempting to contact this customer, but they have not received a response. We advise the customer to call the ********************** for further assistance, as they are currently waiting for the customer to reach out.

  Thank you

  Customer Answer

  Date: 23/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: my wife has called & I have called both times, we were put on hold for over 15 minutes, and cut off.  We no longer have a home phone as of May **, 2025 so all contact must be through email.  As we have told them over & over again.   

  Want a refund asap.  This sectional sofa can be picked up when the want it.
  
  Sincerely,
  
  **** ************

  Business Response

  Date: 24/05/2025

  Hi,

  If the store team has informed this customer about the decision previously, that will remain as advised. As previously mentioned, this customer would need to contact the ********************** team for further assistance, as we can see that the store team did attempt to reach out to this customer but did not receive a response. We advise this customer once again to contact the ********************** team for further assistance. We consider this case closed from our end.

  Thank you

  Customer Answer

  Date: 26/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: they called on Mothers Day at ***, this was the last time, My wife & I called twice, both times we were put on hold to talk to Jordan. Both times we were cut off after about 15+ minutes on the hold.  WE called also and left a message with a woman, to have them call us back before our home phone service ended, which was last Friday.  We no longer have access to a home phone.  SO we are not able to call.  The Brick previous emailed us, before contacting the BBB. so we would prefer email once again.  So we have a record that they are trying to rectify this situation.  EMAIL us at ****************************   this is the only form of contact we have.  **************************************************************  was looking into a full refund for us and we have not heard back.  Its over * months now.  The sectional sofa can be picked up anytime for our refund.  The Brick needs to email us asap . Need this settled now!
  
  Sincerely,
  
  **** ************

  Customer Answer

  Date: 28/05/2025

  so like we said from day one   this product is completely defective    we left many emails stating problem from day one   we called several times  before our home phone was turned off  so why isn't anyone able to email us from the Brick     we had communications from somebody from headoffice a ************************************* saying they would refund us  now nobody will email us back  very very ****** off    we saved for a long time to buy this piece of junk  now we have nothing    we didnt spend almost $800 for nothing but apparently this seems to be the case   whom do we contact to make complaints about the handling of this with the BBB & The Brick   EMAIL only  as we have no phone  (we can not afford them)

• Initial Complaint

  Date:17/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hope this message finds you well.I am writing to express my concern regarding the replacement sectional I received from your store, which was intended to address the damage found in the original piece. Unfortunately, the replacement also presents issues most notably, an uneven fitting where the sectional pieces join, and visible signs of threads beginning to come apart.This is quite disappointing, especially considering this is a replacement unit. I expected the new sectional to be free from defects and to properly reflect the quality promised at the time of purchase.I would appreciate it if you could look into this matter urgently and advise on the next steps. I would like either a proper repair or another replacement that meets the expected standards.Please let me know how soon this can be addressed. I will also attach video with this email Thank you for your prompt attention to this matter.

• Initial Complaint

  Date:09/04/2025

  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 multiple large appliances from The Brick, *************. When purchasing they offered warranty that covers anything that is not human error. Recently my stovetop cracked UNDERNEATH the glass top. They sent a tech to my home to assess and while there the tech said he would order a new stovetop and it would be here which in two weeks. I called for an update and they informed me the tech said something was dropped on the glass and therefore they would not cover it. I have pictures and a video for proof that the crack is underneath the glass proving that the crack is not due to something being dropped on top of the glass. The owner of custom glass and acrylics also came in and assessed the glass and he said that if there was something dropped on the glass there would be a smash point on the top of the glass which there is not. The Brick is now NOT honouring their own warranty. I have reached out to The Brick and they said it was up to ************ Warranty and the tech if the glass gets replaced. So even with the video and picture proof of the crack being underneath the top of the stovetop they wont honouring their own warranty. The warranty is worth a little over $2500. It doesnt allow me to attach the video here but that is the best way to see the crack is underneath the glass

  Business Response

  Date: 15/05/2025

  Hi,

  The customer was provided all the information by the team. This issue is not covered under warranty. All the details regarding what is covered and what is not covered under warranty are also mentioned on our website. We advise this customer to visit our website to obtain more details on the matter. The decision made by the team will remain as advised. We consider this case closed.

  Thank you

  Customer Answer

  Date: 16/05/2025

   
  Complaint: 23159141
  
  I am rejecting this response because:

  Thermal Cracks are supposed to be covered under warranty which is what this crack is. They are trying to say this was cracked by something dropping on the stovetop which is not the case and refuse to investigate it further when I submitted picture proof that the crack was under the glass and not on top

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

  Business Response

  Date: 23/05/2025

  Hi,

  The customer has been provided with all the information by the team. This issue is not covered under warranty. The decision advised by the team will remain final, as communicated. We consider this case closed from our end.

  Thank you

• Initial Complaint

  Date:07/04/2025

  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.

  This complaint about the Deceiving practise about The store at the time of purchase .purchased furniture worth 5000 dollars in the month of August 2019 , at the time of the purchase we were told to purchase insurance worth $499 and were told if we dont use the insurance towards any repair or replacement we will get the store credit at after the five years . Now when we planned to buy the furniture for the bedroom we were told the amount $499 has expired as we havent claimed the amount in 90 days window which was a new information to us when we got in the store though it was otherwise wise at the time of sale . There was no information from the store that the $499 is going to expire soon we should come and claim it . In the store we were given the reference of the copy of the invoice where it says 90 days window to claim which was never referred to us at the time of sale . In my understanding it was done to deceive us for this amount . I work like to claim full amount not as store credit but as credit transfer to my credit card because I am buying from the store with my credit card / Financing option . I will certainly expect a resolution and store should must tell buyers to let boldly n strongly understand by these sales person do as this deceiving malpractices of making money over money without any remorse . For any query question clarification please reach out to me in my cell no or email happy to answer

  Business Response

  Date: 07/04/2025

  Hi,

  The store team has provided all the relevant information to this customer. All the details regarding this policy are also clearly outlined on our website. Once the 90 days have passed, we are unable to proceed with the credit. The store's decision will remain final and unchanged. We consider this case closed from our end. 

  Thank you

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 did not cover a warranty issue that has been legitimately sent on time. I noticed the matter with in two weeks time frame. However, they are saying I did not complain with in the time frame. They are just trying to by pass to compensate or fix the matter.