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

  1960 Cyrville Road City of Ottawa, ON K1B 1A5

• 

  The Brick Warehouse LP

  770 Gardiners Road, Unit 1 Kingston, ON K7M 3Y1

• 

  The Brick Warehouse LP

  1200 Pembroke Street West Pembroke, ON K8A 7T1

• 

  The Brick Warehouse LP

  147 Ferguson Road Moosonee, ON P0L 1Y0

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: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.

• Initial Complaint

  Date:31/03/2025

  Type:Customer Service 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.

  Hello I am a customer of ********************** for new than ** years But what is happening with me now is so depressing I got a washer and dryer from almost * weeks ago, I paid for installation, up till now they didnt install it , every time I got an answer that installation time will contact you, nothing is happening, they came once with wrong ***** , they came again with defective leaking *****, after that they didnt want to come or respond, I am extremely sorry that I dealt with the brick this time, customer service is zero this time , I am buying these for my new house so you can imagine my daughter doesnt have clean clothes to go to school, my phone in the file is ********** Under name of ***** ****** I hope that I get a response urgently Another phone **********

  Business Response

  Date: 01/04/2025

  Hi,

  This customer has been provided with all the information by the store team. As per the details, the paperwork has been completed for the new hoses, and the customer will come into the ********************** for pickup. The store has also refunded the amount that was offered to the customer as a settlement. The paperwork has already been finalized. We consider this case closed from our end.
  

  Thank you

  
  

• Initial Complaint

  Date:24/03/2025

  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.

  WORST CUSTOMER SERVICE EVER. ONE STAR IS FLATTERING FOR THIS COMPANY.I purchased a floor model stackable washer and dryer from The Burlington store March * th *0*5. They delivered it March ** * pm. They shipped it still stacked. During delivery they broke it. The delivery guys did not unwrap it because they said it had come apart while caring it in and it would be dangerous. The delivery guys were very late almost * pm. They did not remove the plastic to investigate they were only interested in getting home after starting at * am that morning. I had no way of lowering the unit until my son came over * days later Sunday ** th. We removed the plastic wrap and found three out of the four screws had been ripped out of the washer damaging the washer and making it impossible to lower. There was no manual for the stacking kit explaining how to detach It is still sitting in my living room. I tried calling the store but I couldn't get a human. I went into the store * pm. I was looking to return the unit and get another. The manager said that it is past the ** hour **** from delivery and it was bought as is. They have told me to call ***** and get a warranty claim. I called ***** and they said it was not a warranty issue. I conveyed this to the Brick manager and they have done nothing to help me They have my phone number and they have not called. They then told me I bought as is. It was in perfect shape when I purchased it. Unfortunately I did not use ***** I used their card to get a * % rebate to use on future purchases. DO NOT USE THEIR CREDIT if you do find something you really like. It comes with no protection. They responded saying to email them. It looks nice but it does not take you anywhere. If you have any integrity you can call me. You know the number. The set is still siting exactly where they left it in my living room. I want to return it for a refund and they are refusing.

  Business Response

  Date: 26/03/2025

  Hi,

  The customer has been provided with all the information by the store team. The delivery drivers delivered the washer and dryer from the store without opening them upon delivery. The store team has clarified that since the drivers did not open the product, they could not have caused any damage. This issue was not reported within ** hours of receipt. Any issue reported outside of ** hours of receipt must go through a manufacturer warranty process. As this product is under a one-year manufacturer warranty coverage, the customer needs to contact the manufacturer of the product directly for further assistance. The store team has already informed the customer to reach out to the manufacturer, and they will provide the next steps. However, the customer is not willing to accept this resolution. This product is indeed under one year of manufacturer warranty coverage, and the customer must contact the manufacturer directly. The store has attempted multiple times to contact this customer, but there has been no response from their end. The store's decision will remain final, as advised. We consider this ticket closed from our end.

  Thank you

• Initial Complaint

  Date:14/03/2025

  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.

  Last May, I spent almost $5,000 on furniture at the brick. I purchased a lifting coffee table for $500. At that time, the associate encouraged that I also buy insurance to cover any potential issues, considering the significant amount I was spending.Last month, I noticed that my coffee table had some problems and contacted the insurance company, which I never heard back once they came to my house to evaluate the issue.When I called the brick store at ********, they informed me that the coffee table was unrepairable. They offered me two options: a credit of $180 to use at the store or a credit of $300 if I wanted to purchase another coffee table within the next 30 days.I questioned why I couldnt have a new table, as it was still within the warranty period. They explained that the table had already increased in price to $600 and their policy doesnt allow this kind of transaction.its frustrating that I had to pay for insurance that I didnt need and that I couldnt get a new table for the price I had paid. I never received a follow-up call from customer service, and the person on the phone treated me ****************** coffee tables costs 500 and they want to give me a credit of 180 to spend on their store that I can barely buy nothing. The only person who lost was me.

  Business Response

  Date: 18/03/2025

  Hi Team,

  The customer has been provided with all the information by the store team. The coffee table in question has an issue with its lifting mechanism, which the shop has deemed unrepairable. The customer informed the team that this issue has been present since the coffee table was delivered in May 2024, indicating that it was not reported in a timely manner. It is clearly stated on our website that any requests for service must be made within 14 days of an incident occurring. We recommend that the customer visit our website for more details on this policy. Additionally, the technical inspection report includes photos showing a lump of pet hair inside the table, and the technician noted evidence of pet traffic in the house. As a resolution, we have already offered the customer a $320 ISC, which represents 70% of the **** Given that the overall condition of the item is fairly decent, the customer may still qualify for an exchange, provided they clean the unit of all pet hair. The store's decision will remain final and unchanged. We consider this case closed from our end.

  Thank you.

  Customer Answer

  Date: 18/03/2025

  I never mentioned that the table has that issue since I received. 
  the store is not being transparent.

  I dont accept the decision. 

  Customer Answer

  Date: 18/03/2025

   
  Complaint: 23064056
  
  I am rejecting this response because:

  I never mentioned that table had issue since when I received, I would for sure notice and reject in the first 24 hours, not waiting 10 months to open a report.

  its clear that the Brick is taking advantage from the situation.

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

  Business Response

  Date: 18/03/2025

  Hi Team,

  As previously mentioned, this issue was not reported in a timely manner. Any requests for service must be made within 14 days of the incident occurring. All the details are clearly outlined on our website. We previously advised this customer to visit our website for more information. It appears that the customer has not yet accessed our website. As previously noted, the report includes photos showing a lump of pet hair inside the table. The technician also observed pet traffic in the house. The customer may qualify for an exchange, provided they clean the unit of all pet hair. The store's decision will remain final and unchanged. We consider this case closed from our end.

  Thank you.

• Initial Complaint

  Date:12/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our mattress from The Brick on February **, 2024, for $*******, based on the sales representatives assurance that it was hotel-quality. However, after only five months of use, the mattress has developed significant structural sinking. Its important to note that the issue is not with the pillow top its with the overall support and integrity of the mattress itself. Despite its appearance of being new and comfortable, when you sit or lay on it, you immediately sink into the mattress, leading to severe discomfort. This has resulted in chronic back pain, making it impossible to get proper rest.When The Brick sent their technicians to assess the issue, they only took pictures of the pillow top, which they repeatedly claim does not show the required ***-inch sag. However, our complaint is not about the visible condition of the pillow top its about the lack of proper support and the structural failure beneath it. Despite explaining this distinction to multiple customer service representatives, **** consistently been told they can do nothing. Additionally, there is a *-inch difference when someone sits on one side of the bed compared to the other, as shown in the attached pictures. We are extremely frustrated by this lack of resolution and expect The Brick to address the issue with the mattresss structure, as the product we received does not meet the promised quality or provide the support we were guaranteed.

  Business Response

  Date: 12/03/2025

  Hello,
  
  Mattress warranty claims are adjudicated by the manufacturers directly, not by the Brick. We are not the decision-makers in this case; we act only as the intermediary to have a technician dispatched. It is not within the scope of our power to offer a return authorization on a mattress without explicit indication to do so by *****. If the customer feels that their ******** sag measurement guidelines are inadequate in supporting customer concerns, we can recommend filing a complaint with the manufacturer directly, as these are not Brick guidelines. We cannot be expected to alter policies for a company that is not ours. While this customer's dissatisfaction is very unfortunate, we cannot offer any alternative resolution for this case.
  
  Thank you

  Customer Answer

  Date: 12/03/2025

  Dear BBB,
  I am writing to request that you please contact ***** directly in regards to my ongoing mattress complaint. (Since the BRICK is not taking responsibility for the defective mattress they sold us)

  I am then hoping that SEALY is best equipped to address and resolve the issue, and I would appreciate your assistance in facilitating communication with them.
  Thank you for your attention to this matter.
  
  

• Initial Complaint

  Date:03/03/2025

  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 29/08/2024, I purchased a ****************************** Reclining Chair with the features advertised including LED lights in the cupholders. In addition to the purchase of the recliner in question, I also purchased a five-year warranty to cover any defects in the product. The details of said warranty can be found here.I received the product in November 2024 and once it was set up in my home, it was evident that the LED features did not function as advertised. I contacted The Brick directly to inform them of the issue, as I was instructed to do in the event of any issues with the product purchased. I followed up with the store directly on three separate occasions before a repair person was sent to assess the problem with the lights. Each time, I was informed that customer service does not receive that information. When The Brick finally sent the repair person to evaluate the chair, The Brick never followed up with completing the repair.When I followed up with The Brick, I was informed that they had sent me an email, cancelling the repair and offering a store credit in the amount of $400. I did not receive such an email and when I spoke to the manager of the store, I was told that they were willing to change the type of purchase from "new" to "as-is", I would lose the warranty, and that they would offer me a $700.00 store credit.The total cost of my purchase was $ *******, with $1199.98 being the cost of the chair, $199.99 for the warranty, $44.00 for delivery and $187.85 in tax. I would expect a chair of that price to be fully functional, and if it is not, I would expect the warranty to cover the repair or replacement as that is the purpose of the purchase. I feel that the business has represented their goods or services in a false, misleading or deceptive way, and that they are practicing unfair business practices. I have lost confidence in this business as a result.

  Business Response

  Date: 04/03/2025

  Hi Team,

  This customer has been provided with all the information by the store management. The store offered this customer an ************************* credit; however, the customer is requesting a refund, which is not possible. The team also proposed a part-order option, but they cannot guarantee a timeframe as parts typically arrive directly from the manufacturer. The store team spoke with the customer, who indicated that they need more time to decide on their next steps and will contact them in about one week. We recommend that this customer reach out to the ********************** team for further assistance. We consider this case closed from our end.

  Thank you

• Initial Complaint

  Date:03/03/2025

  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.

  When I purchased my ** Laundry machine May 2021 the sales person who sold me this told me if I didn't use the warranty then I would receive a refund. When I phoned the Brick and even when I went in to inquire on March *, 2025 about the refund they told me only a store credit and that I would have to spend $****** then they would use the $****** towards a purchase and I would still have to pay the difference! At no time did the sales person who sold me the washing machine with the warranty inform me of this! I feel he was dishonest and took advantage of a senior which I am! Also he really pushed that I buy this $****** warranty for the washing machine! I would really like a refund! At my age I have everything I don't need to buy anything! This place really needs to put this in writing on the sales receipt! I have other friends who were not happy with this place! I won't buy from this location ever again! They have my phone number on file ************

  Business Response

  Date: 06/03/2025

  Hi,

  This customer has been provided with all the information by the store team. All the details regarding this policy are clearly mentioned on our website. We advise this customer to visit our website for more information on this policy. The value of the unused warranty can only be redeemed as in-store credit. The store's decision will remain final and unchanged. We consider this ticket closed from our end.

  Thank you.

  Customer Answer

  Date: 13/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: I do not accept. The sales person said nothing about store credit he said refund! 

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

  Business Response

  Date: 15/03/2025

  Hi,

  As previously mentioned, all the details are outlined on the website for this customer review. It appears that this customer has not yet visited our website. We have previously advised them to do so. It clearly states on our website that a minimum purchase of $*** is required for all redemption credits. Our website confirms this information. As previously advised, the customer needs to visit our website, which it seems they have not done yet. If this customer requires a website link, we can share the website link with them. As mentioned before, the store's decision will remain final, and we advise this customer once again to visit our website for more details on this policy.

  Thank you

• Initial Complaint

  Date:25/02/2025

  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 ordered mattresses and bar stools from The Brick ******** location to be delivered to my residence in ******. On * Jan 2025 for the delivery of one of the mattresses the delivery crew broke a ceiling light and scratched the ceiling near the light that was broken. The crew took pictures of the damage and informed me that I needed to call the purchasing store to report the damage. On ** Jan 2025 I called the purchasing store to ask what the process was to report the damage. I was told to email *************************************** with photos and a description of the issue. On ** Jan 2025 I sent an email with pictures of the broken light and damaged ceiling asking for reimbursement. I received no response and emailed an additional customer service email on ** Jan 2025. I also received no response and proceeded to follow up with phone calls which were left unanswered. On ** Jan 2025 I reached out via the website chat to ask for an update on my reimbursement. On ** Jan 2025 I received a call from The Brick ******** where they acknowledged they received my emails and had not actioned them or responded. I have followed up via email and in person multiple times and have not received reimbursement. On ** Feb 2025 I was offered $** and told they would not offer more as I only reported the damaged over * days from the incident. This was false as the incident was on * Jan and my first report was ** Jan. I would like to be reimbursed for the cost of the damage which includes a new light fixture and repair to the ceiling scratches.

  Business Response

  Date: 27/02/2025

  Hello,

  This customer has been refunded $*** as requested as of February ****. We would consider this matter resolved. 

  Thank you

• Initial Complaint

  Date:25/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problem with Exchanging a mattress. Paid ** on Jan * the difference and was told I would get a call when it's in stock. Had no problem taking my money and have heard nothing since than. Ive made another purchase before that for the same thing as I needed another one for my other child and got it but still haven't heard anything about my exchange. They keep saying I have to pay ***** for delivery. Meanwhile I was told there was no other charges on Jan *. I am willing to exchange the product myself. Driving to the brick bringing in the old matresss and getting the new one but now they need to speak to a supervisor. They say they'll call me back since last week Wednesday and nothing.

  Business Response

  Date: 25/02/2025

  Hi,

  This customer has been provided with all the information by the store team. There will be a delivery amount that they need to pay. All the details regarding her policy are clearly mentioned on our website. We can advise this customer to visit our website to obtain more information on this policy. The store's decision will remain final and unchanged. We consider this case closed from our end.

  Thank you

  Customer Answer

  Date: 25/02/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  I was promised a call back twice about picking up the order and no call back. I have paid the **$ on Jan * and told there was no other fees and was told I would get a call when the item is in stock. I ordered the same matress for another family member and got that item at the end of Jan, but no call for this order. This case is not closed till the customer has trcieved the order. 
  Sincerely,
  
  ****** *********