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:29/09/2022

  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.

  Purchases made at Brick with misleading information to customer. My sons bed is a platform bed which requires a mattress only. My salesperson helped with this purchase but the bed headboard has a large gap and my sons pillows can fall through the gap. The manager at brick told me I should have measured the mattress b4 buying. I trusted my salesperson **** who helped me with this purchase. Horrible customer service. I could have gotten a cheaper bed frame with mattress and headboard but my son wanted a platform bed ,, we just moved from NL to Alberta on Sept 19/2022 ,, stressful enough moving without this added stress. I have had otter products arrive damaged and are still here in my apt. I ordered a night stand and had not been delivered yet. A black night stand was delivered that I did not order. They do nothing to please their customer once the sale is done. They blame the customer not their terrible customer service ,, please help me resolve this issue. I don’t feel I should pay for a box spring and I want my items ordered delivered and the box with damaged item removed from my apt ,,thank you ******** ********** **************

  Business Response

  Date: 17/10/2022

  Hello, 
  

  The customer purchased a bedframe on September 7th, 2022 and a mattress on September 9th, 2022 at the Calgary Beacon Hill Brick location on ******** *********** *** *********** respectively.  
  
  The orders were delivered on September 15th, 2022 and the customer went to the store on September 28th about an issue they had with the mattress height being too short for the bedframe. Our satisfaction policy states that if your product arrives in less than perfect condition, contact us within 48 hours of receiving your product and we will be happy to assist you. This issue was not reported within 48 hours. We have provided a link to the service agreement for your reference: https://www.thebrick.com/pages/satisfaction-guarantee 
  
  After reviewing this complaint, we can confirm that store management offered the following options to the customer: 
  1 – Purchase a box spring to be able to make the mattress height the customer wanted
  2 – Use our sleep satisfaction guarantee to reselect into a different mattress 
  However, the customer has declined all options.  
  
  We apologize for any inconvenience or frustration this may have caused and hope the client finds one of the options provided satisfactory. 
   
  Thank you! 

• Initial Complaint

  Date:29/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 12, 2021 we purchased from The Brick in Peterboro, Ont. a stackable ******* Washer and Dryer. Document ************* Paid $2,070.86 plus tax, 4 year extended warranty $439.95 plus tax. Shortly after we received the set, the washer started making a loud noise like an airplane. We were told by The Brick to contact ***** ****** as they take care of first year warranty. When the first repair visit came to our home he said there was nothing wrong with the machine and left. The second visit took place on June 27 by a different technician who said the bearings were broken and it was a major fix. On August 17, 2 repair men show up to do the work and now they say the area is not big enough to work in and that the machine should have been replaced a long time ago. They took pictures of the location of the machines and were to send them to ******* and The Brick. Endless conversations back and forth between The Brick, ******* and ***** ****** has gotten no where. They are all telling us that we (and we are both in our late 70's) must pull the machines out, remove from the top and make the washer accessible for repair then we are to stack the set together and hook everything up. This is totally unreasonable for any customer let alone an aging senior couple. The repair can be done here but we should not have to do all the handling and reassembling. We are not professionals. This has been very stressful and the onus should not be placed on us. If they are arguing the location is too small to do the repair then the machine should be replaced. It is a major repair.

  Business Response

  Date: 13/10/2022

  Hello,
  
  The
  customer purchased a washer and dryer on October 12th, 2021 at the Peterborough
  Brick location on invoice ************. The order was delivered on October 16th,
  2021.
  
  The
  customer submitted a manufacturer warranty claim on June 6th, 2022
  because the washer was making a loud noise. The claim was assigned Event ID ********
  and the manufacturer sent a service technician on June 29th, 2022 to
  complete a full inspection of the washer. When the technician arrived at the residence,
  they found the unit stacked with the dryer in a laundry closet with tight
  restrictions, making the washer inaccessible for repair. Due to liability concerns,
  the repair team was unable to move the appliances around the home to complete
  the repair. The customer was advised to reschedule another appointment once the
  washer had been moved into a space the technician could access. The customer
  submitted a second claim on June 30th, 2022 under Event ID 10249028.
  On August 19th, 2022 the service technician was unable to repair the
  unit for the second time because the washer was still inaccessible and had not
  been moved out of the laundry closet.
  
  The
  manufacturer warranty does
  not include unstacking or moving appliances from one area of your home to
  another. The service agreement covers parts and labor only. It is the customer’s
  responsibility to make the unit accessible for the repair to be completed. As the repair service is booked through the manufacturer warranty, the only option
  we can offer at this time is to book another service call once the washer has
  been unstacked and moved to an area more accessible than the laundry closet. We have provided a link to the service agreement for your reference: https://www.thebrick.com/pages/manufacturer-warranties. 

  We
  apologize we were not able to meet the customer's expectations for service and
  hope the customer understands.

  Thank
  you!

  Customer Answer

  Date: 14/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:  The Brick does not have the service visits correct.  The first visit from ***** ****** (******) was an inexperienced technician who looked at the machine and said nothing was wrong with the machine.  He said all machines are different and they all make different noises.  We were shocked at the reaction.  He left and that was the first visit.  The second visit came from Peterborough.  He came to see what the problem was with the machine.  He checked it and said it needed new bearings.  We asked him when it could be done and he said as soon as the parts came in he would come back with another technician to do the job.  He made no mention of us having to make the machine accessible.  He never returned.  The third visit was from ****** and *******.  When ******* checked the machine, he turned to ****** with a look indicating how could you say there is nothing wrong with this machine?  ******* said he had the parts to repair the machine but he did not have enough room to work.  We do not have an open cement basement floor.  He said nothing about us having to make anything accessible and was going to report to his service manager that the machine should be replaced and should have been months ago.  End of visit.

  The picture they submitted was not a true reflection of the location.  It is the worse possible view of it.  They took several pictures on the third visit.  There was no problem bringing the machines in or setting them up from the Brick.  We did not have to remove anything to bring the machines in.  Only the laundry room door.  The argument from all 3 companies now is we have to move the machines out, unstack them and disconnect.  Stack them again, and hook them back up and place them back .  After many arguments, saying we have to do all the moving and dismantling and reassemble, I said ok I will get a neighbour to help us take a cupboard and shelving unit out of the room.  Our neighbour would also help us pull the machines out and take them apart.  ***** ****** then gave us a date to have the technician come to the house.  The night before the repair date the technician (*******) called me and I can give you his cell number that he calls me on (**************)  and couldn't believe that this was still ongoing and that the machine had not been replaced.  I told him I would make the machines accessible for the work and the cupboard and shelving unit would be out of the way.  The machine would be in the kitchen.  He said that is still not enough room and that he would have to take the machine out to the front of the house and work on the grass.  He said it would be at least a 3 hour job and that he would have to bring another technician with him.  He said he would call his service manager stating the issue and that he basically did not want to come to do the job.  This whole thing is ridiculous.  Again, no attempt to resolve the issue.  After several more conversations back and forth with ***** ****** and *******.  I am now being told to hire someone to do the disassembling and reassembling.  I will not be compensated for the cost.  ******* will not send anyone here until I tell them I have a person to do the work then they will set up a repair date.  That is like putting the cart before the horse.  As we have been told, the cost to replace the bearings is the same as the cost of a new machine.  Where is the sense to all of this?  If we had been given a warranty or if we had been told the rules of the warranty we certainly would not have made a purchase.  If customer service means anything to *******, they should do right by the customer and replace or refund the purchase money.  
  
  
  
  Sincerely,
  
  ******* *** ***** ******
  
  

  Business Response

  Date: 20/10/2022

  Hello,

  After reviewing this again, we regret but unstacking and moving household pieces in not covered under warranty and it is a liability issue. All warranty claims must follow the same process and the warranty is a repair warranty not an exchange warranty.  
  
  We apologize again if we did not meet the customer's expectations for service. 
  

  Thank you.
  

  
  

• Initial Complaint

  Date:25/09/2022

  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.

  The Brick has been using evasive tactics to stall my case for warranty repair. I have bought $5000 worth of furniture in 2018 October from this location with warranty. For the first item in 4 years we had an accidental food spill. So we decided it was time for the warranty to kick in. We also noticed that the gaps between seats were larger than since we first bought it, typical wear and tear, I submitted a claim on June 26 2022 and called them in June 27 2022 to confirm next steps. They told me to send them photos in addition to what I attached in the claim. They then sent a tech, *******, to inspect on July 12 2022 and advised that I will receive a call with the investigation results. Due to memory, I forgot all about it until September 2022. I called on Sep 20 2022 and the sales rep, ***, told that the tech had deemed the issue to not be covered by the warranty back in July. So for 2 months I was not informed of the result. The tech had falsely written the that the entire sofa was spilled by an unknown substance, even though we had informed him that it was a food stain and it was in an isolated area, not the entire sofa. Another customer sales rep, *******, advised me to send pictures of the sofas as the warranty expires on Sep 25 2022. I sent them on Sep 20. No response to confirm they received it aside from the automated reply. I called on Sep 22 2022 but nobody was picking up. I called on Sep 23 2022, was told the manager cannot access the pictures and to resend them, so I did. No response again. I called them on Sep 25 2022...no one picked up. I am left to believe they used evasive tactics to stall for time to have me exceed my warranty period. Now they claim they cannot do anything, Point is their tech fabricated a false report on the findings most likely because they do not have this brand in their catalogue and thus would have to replace it which would lose them money. If they were honest they would call back as they mentioned to inform me of the status.

  Business Response

  Date: 02/10/2022

  Hello,
  
  The client made a
  purchase on September 15th 2018 at the Ottawa West Brick location
  for a Tyra sofa, loveseat and chair with extended warranty.
  
  Each time a Warranty is purchased, the
  client is provided a Service Agreement which specifies coverage details and all
  Terms and Conditions of coverage.  The
  Terms and Conditions do state:
  
  The Brick’s 5 Year Furniture Protection
  Plan covers a single-incident* repair of:
  
  Electronic
  components, all moving parts, mechanism failure, defective construction, faulty
  joints and springs, accident food and ***erage stain, accidental human and pet
  biological stains, pen ink, crayon and marker, nail polish and cosmetics,
  failed stitching, seam separation, accident rip or cut, accidental cigarette
  burn and cracking and peeling of finish (excluding bonded and faux leather).
  A single-incident
  repair means a single incident of the above coverage.  All claims must be made at the time the
  incident occurs.  We have attached the
  Warranty Certificate for your reference.
  
  A Warranty claim
  was created on June 27th 2022 for gaps between the seats on the
  loveseat and sofa, and a stain on the sofa. These claims were assigned ***** ** ****** ******** *** ********. A service technician visited the residence on July
  12th 2022 to complete a full inspection of the loveseat and sofa.
  The report confirms that there is stains on the seats. Due to the severity and
  amount of staining, it was determined to not have been reported within 14 days
  of noticing the issue.  As per the Terms
  and Conditions noted above, All claims must be made at the time the incident
  occurs, as well as covering a single-incident.
  
  After reviewing
  this, we would like to offer the client a goodwill gesture of a 40% in-store
  credit for the sofa and loveseat. This credit will valid for one year from acceptance
  of the offer through the *** platform, and can be used towards anything instore.
  
  We
  hope the client can understand and do apologize if we have not met their
  expectations of coverage.
  
  Thank
  you.

  Customer Answer

  Date: 02/10/2022

  
  
  ********** ********
  
  
  
  
  I am rejecting this response because: The brick's technician falsified the results of their investigation. I had filed the claim literally within 24 hours of the spill and even included pictures with the claim submission. It is not my fault the technician arrived a few weeks after the incident. This is unfair. We had clearly outlined the situation, what this response implies is that the technician has judged us to be liars. I am severely hurt by this accusation. The staining was also in an isolated area, the pictures provided in the claim system are proof that it was not widespread. As far as severity of the stain goes, that is also a false claim, the store manager has images of both sofas from all angles sent on September 23, 2022. How can the sofas look that clean if the stain was so severe? The stain is still in the gap between the seats, but most of the stains on the seats were rubbed off. The gaps between seats still remain. I do not get what the nature of the one-time accidental spill warranty is if an accidental spill is being treated as not under that warranty. The show of good faith is great but I would prefer if honesty was also applied and we were told that because the brick does not service or sell this model of sofas anymore we cannot approve the claim. For 4 years we have maintained the furniture in great condition and on year 4 when an actual accident occurred, we are finding out the warranty purchased was effectively a waste of time. Would have been better off not buying the warranty, if this was going to happen. I am very frustrated about this situation but try to understand, all I wanted was for the brick to deal with the stain and the gaps between the seats when no one is sitting on it.  I really love this product, the design was perfect for my needs and still is, but this whole situation isn't. 

   

  When I reached out to not 2 separate sales associated in the week of Sep 20, they said they would call me back once their manager reviews the pictures. Both times I did not receive a call back and now we are at this point. If the repair cannot be done even though it was eligible under warranty, what is the brick obligated to do?

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

  Business Response

  Date: 09/10/2022

  Hello,

   

  Upon futher review, the store is willing to go as high as 70% store credit for the loveseat and sofa. The store credit would be good for one year to use towards anything in the store. If the client would please accept this offer through the *** platform, we will have a manager reach out within 48 hours with next steps.

  Thank you!

  Customer Answer

  Date: 13/10/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me on the condition that the 70% store credit includes taxes and that the store credit is not limited to purchasing only sofas but any furniture from the brick.

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

• Initial Complaint

  Date:24/09/2022

  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. 
  Good day. I would like to file a complaint regarding my recent experience with the Brick (#15-3100 St. Edwards Drive, Richmond, BC, V6X4C4). 
  I bought an item with the Brick in 2018 and purchased the warranty recommended by the salesperson (please refer to the picture attached for the information). In the terms and conditions as well as the salesperson's explanation, it states that after four (4) years, the warranty amount can be used as store credit with $400 or more purchases. Thus on Sept 18, 2022, I visited the store and placed the order (attached the order picture as reference). According to the salesperson and ***** *******, I have paid the remaining balance and they will proceed with the order and claim the store credits. Before I paid, they confirmed everything. 
  I am advised that the store should expect the store credits corrected by Tuesday (Sept 27, 2022), and by then the customer will be notified by then regarding the pickup date, however, until the end of business day of Sept 23, 2022, I didn't receive any calls, thus I contacted the Brick. In the call, I am notified that I am not able to have the credit applied to my order on Sept 18, 2022, until next year, which is Sept 2023. The solution they provided is to ask me to pay the balance without using the credits. 
  I am not satisfied with both the solution the Brick provided and the way that the Bricks behave and/or communicate for the following reasons: When the order was made as of Sept 18, 2022, the ***** ******* carefully checked the date and credit value before proceeding with the payment. The payment is made AFTER his CONFIRMATION. Should there is any concern, the customer should be communicated BEFORE the payment. Should any error from the store side occurs, the store should bear it, not the customer. Providing the fact that this is a mistake made by the ***** *******, I am not being notified by the store until I contact after the full week, even though this error must be c

  Business Response

  Date: 27/09/2022

  Hello,
  The client purchased a fridge with the extended warranty on September
  16th 2018 at the Richmond Brick location and this was delivered to
  the client on September 28th 2018. The total warranty for this is 5
  years; 1 year manufacturer warranty plus 4 years extended warranty.  This is calculated based on date of delivery.
  The Brick’s Value Back Guarantee is your money-back promise.
  If you invested in a Full Circle Protection Plan but did not make a claim
  during the term of your warranty, you are entitled to a merchandise credit at
  any Brick Group store in an amount equal to the price you paid for the plan
  (less the taxes).
  -The value of your Full Circle Protection Plan may be
  redeemed at any Brick Group store toward your next furniture or mattress
  purchase and/or related accessory.
  -Your redemption credit is available for up to 90 days after
  the expiration of the warranty period.
  -Redemption credits are only available if no claims were
  made during the warranty period.
  -You may use your credit to purchase furniture, mattresses
  or accessories.
  -The redemption offer has no cash value, and amounts not
  redeemed within the 90-day period will be forfeited.
  -Multiple eligible Full Circle Credits may be combined
  provided they fall in the same 90 day period. Redemptions cannot be applied to
  previous purchases.
  -Minimum $400 purchase required for all redemption credits.
  After reviewing this, we can confirm that the client does still
  have extended warranty coverage on the fridge until September 28th 2023.  We do sincerely apologize that the
  client was given incorrect information when trying to redeem the credit.  Should the client need the coverage in the
  next year, it is still available, and if no claim is made, then within 90 days
  for September 28th 2023, we invite the client back to redeem the
  credit towards furniture, mattress or accessories as mentioned above.
  Thank you!

  Customer Answer

  Date: 27/09/2022

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

  The Brick claimed that it is five year not four year, however we are not communicated by the ***** ******* when processing the purchase. He confirmed everything good then proceed the payment (receipt in attachment). If the credit is not available until 2023, why this not communicate when I pay? And I would not buy these items if I have been told by what the Brick tried to argue. 

  Again, if the Brick made the mistake when communicating to customer, the customer should not bear the loss which caused by the Brick mistake. Also until now, I haven't receive any call from the Brick to explain. Now the Brick has received my 80% of the payment without deliver anything or communicate to me. 
  
  
  
  Sincerely,
  
  
  
  *** **

  Business Response

  Date: 02/10/2022

  We are sincerley sorry for any misinformation the client was provided at the time of purchase, but we are unable to apply the Full Circle credit until the coverage period has expires on September 28th 2023.  After this date, the client is able to redeem the credit towards a new purchase of furniture, mattress or associated accesories, providing no claim has been made during the warranty coveage period. 

  Thank you!

  Customer Answer

  Date: 04/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: the Bricks simply express apology for the mistake that the sales person made, however didn't provide any compensation or ways to recover the customer loss. The response is simply copy the previous message again. As the customer, I request the Brick to solve the issue, not copy the same response over and over. 

  Again, customer is not responsible for the mistake that the Brick made. A company with integrity should admit the mistake and take response of the loss, not to transfer the loss to the customer. 

  Please note the current situation is: the Brick currently taking 80% of the payment without any items provided.

  
  
  
  Sincerely,
  
  
  
  *** **

• Initial Complaint

  Date:23/09/2022

  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 Electrolux wall oven and microwave was purchased from The Bricks in November 2011. Filed a complaint as the oven the unit stopped working in June 22. A technician came and since then I am chasing them and no resolution is provided. Initially they told me I should wait for a part to arrive with estimated date of 7th Sep. Then they told me that unit would be replaced. However I am calling daily to face the worst call center experience with people who can’t understand English. Monday call center lady told me to call any bricks store and I would get the unit replaced. I then called Bricks Milton and spoke to Hasan who promised to call me back but then no response. Call center people on all calls tell me that some one would call me within 48 hours And I am yet to receive a call back. Called in today and was put on hold before the call center agent hung up. I am facing extreme worst customer service

  Business Response

  Date: 29/09/2022

  Hello,
  The client made a purchase for appliances on January 24th 2022 through The Brick’s commercial department. 
  The client contacted The Brick’s warranty provider, *********** ******* ***** on June 20th 2022 reporting that the wall oven restart
  on it’s own. **** *** ************* ******** ** ***** ********. A technician was
  dispatched on June 23rd 2022 and determined that parts were needed
  to carry out the repair. Parts were ordered but due to back order, and not being
  able to source the parts elsewhere, *** submitted a request for a return authorization
  on August 31st 2022.  This was
  approved on September 07th 2022. The exchange was set up but stock
  is not available until approximately mid-November 2022.
  After reviewing this, we can confirm that the commercial department
  has authorized the client to reselect to a different model as they have been
  without an oven since June 2022.  The client
  advised they would be visiting the Burlington location this weekend to see if they
  can find a comparable model.
  Thank you!

• Initial Complaint

  Date:21/09/2022

  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.

  Kitchen appliances were purchased May 2nd, 2021. On June 26 2022 the pump in the dishwasher stopped working. Called the company offering the extended warranty. A technician visited several days later and confirmed it was a broken pump. They ordered the replacement parts. Two weeks later I received a call stating the parts were received and to book another appointment with the technician. Upon the next visit, the technician informs me that they received the wrong part, that they would order the correct one and that I would receive another call to book a new appointment. I receive no news for several weeks. On September 10 I call the warranty company and they inform me the order was canceled and that a new order was placed on September 7.
  I visit the Brick store where I purchased the appliances and they inform me there is nothing that can be done in their end. It has been 3 months now without a working dishwasher.

  Business Response

  Date: 22/09/2022

  Hello,
  
  Unfortunately we have been unsuccessful in locating the
  clients account to investigate this concern. Please have the client provide
  their sales order document number. If the individual on this complaint is not
  the purchaser on file, we do require a signed letter consenting the release of
  the purchasers account details to the individual making this complaint.
  Thank you.

• Initial Complaint

  Date:20/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased mattress at the Niagara Falls store October 24, 2021. Right off the hop there was a hump in the middle of the bed. Thought it needed to settle and would get better with time. It did not. in fact it got worse. I constantly felt like i was falling out of the bed. Contacted The Brick and they informed me I need to a mattress inspection and would have to take pictures of mattress frame and box set. I was not physically capable of doing this as I am 5 feet !30 lbs and I suffer from a chonic and prolonged health condition. They finally sent an inspector out and the mattress was faulty. At that time I decided to give the same model and had it returned On March 24, 2022. Well with in my rights and the warranty. The same model but another mattress came on March 24, 2002. In September 2022 after I finished treatment for my Chronic and prolonged condition. I knew something was not right with this make and model. Contacted the store and I was told to come in and re-select a mattress and in fact was told the mattress I original had was not being made any longer. I did not want that mattess regardless as both (same mattress) was faulty. I was told to go into the store for a re-selection. Keep in mind all this time my mobility was not great. On September 10, 2022 I went with a totally different make and model and paid 565.03 above the original purchase. After receiving the invoice and the delivery confirmation on September 14, 2022 I received an email saying I did not qualify for a MATTRESS re-selection. This was my first re-selecting and it had nothing to do with the warranty. With that being said I have now have a faulty mattress and wont be receiving my re-selection and they have 565.03 of my money.
  
  I will send photos and invoices but they are not with me and are at home. Can you please advise how i send them later today.
  
  Thank you for your time .
  
  ******

  Business Response

  Date: 27/09/2022

  Hello,
  The client purchased a mattress set at the Niagara Falls
  Brick location on October 24th 2021. This was delivered to the client’s
  residence on November 02nd 2021.
  A mattress claim was submitted on February 18th 2022 for sagging.  A technician was
  dispatched to the client’s residence to measure and photograph the mattress for
  the claim. This was done on February 26th 2022 and submitted for
  approval to the manufacturer. The manufacturer approved the return authorization
  on March 09th 2022.  The client
  then reselected the mattress.  A new
  mattress was delivered to the client on March 24th 2022.  The client submitted a new mattress claim on
  September 17th 2022.  The technician’s
  report confirms the sagging is less than 1”.  Manufacturer’s warranties commonly cover:
  Sagging or body indentations of 1 1/2” or greater (3/4” or
  greater for Tempur-Pedic products). Sagging can be avoided with the use of a
  proper bedframe.
  Torn handles, stitches pulled out of the handle where sewn
  to the mattress and tears in the mattress fabric where the handles are
  attached.
  After reviewing this, we can confirm that as a good will gesture,
  the purchase location reached out to the vendor and was able to obtain authorization
  for a final exchange.  This is set to be delivered
  on Friday September 30th 2022.  Any further concerns with the mattress will fall under the manufacturer’s
  warranty terms and conditions.
  Thank you!

• Initial Complaint

  Date:19/09/2022

  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.

  Bought my bed frame on Sept. 6th. Was told that assembly was included. They delivered the bed on the morning of Sept. 19th. This is what happened:
  - the driver called at 10:04 am to verify my address. While I was attempting to give him directions to my basement suite, he hung up on me.
  - they come to deliver the bed frame. One of them comes in and drags the boxes across the floor and dumps it quickly into the bedroom. Both bring in the final box.
  -the main delivery man that I had dealt with to this point, starts to take pictures and goes to leave. I ask about the assembly. He says that it is NOT his job and that a different team will come to do the assembly. To call the company if I had any issues and to find out when the assembling team will arrive, and he runs out of my place.
  - does NOT ask me to sign any paperwork or anything. just the pictures and leaves.
  - I talk to the company both through online chats and on the phone 5 separate times, being told that someone will come and assemble my bed. That this will be resolved that day. Never was.
  - this morning, finally get a reply. They tell me that can reimburse me $50 for the inconvenience or I can email a complaint to them and they will forward it to the delivery manager to see if he will send another team to assemble my bed. Also pointing out that it would cost me more than $50 to hire someone else to assemble my bed. So they offer me $75. I choose to write the email.
  - after writing and sending the email, they call me back a short time later. Tell me that because they took the pictures showing there wasn't satisfactory space in the room, it does not matter what the delivery drivers told me nor how they treated me. That they will not be assembling my bed frame and will send me a cheque for $75 as compensation.

  Business Response

  Date: 27/09/2022

  Hello, 

  The client made a purchase on September 6th 2022 at the surrey Central City Mall Brick location for a Fresno queen bed on invoice ***********. 

  When receiving an in-town delivery from The Brick, furniture will be placed in the room of choice, and for bedroom sets, the headboard and footboard will be attached to the bed frame. The exceptions to this are Ready to Assemble/(RTA) products, which are indicated on the invoice with an "R" located next to the items.

  The customer’s bed was delivered on September 18th 2022, and our records indicate that the assembly was initially not completed because the customer’s old bed was in the way and there wasn’t enough space for the delivery team to set up the new bed. As the delivery team cannot move the customer’s old furniture, the customer was offered a $75 settlement for the inconvenience, which they refused. On September 21st 2022 the store offered to send a fleet team to complete the assembly as one-time exception, once space was made for the new bed.  

  We can confirm that the delivery team went back to the customer’s house on September 23rd and completed the set up. As the purchase location has resolved this with the customer, we consider this matter closed. 

  Thank you.   

  Customer Answer

  Date: 27/09/2022

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

• Initial Complaint

  Date:15/09/2022

  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.

  Hi,
  
  To whom it may concern,
  
  I bought a TV for my daughter from The Brick on the 20th of July 2022. We got the delivery 2 weeks later, meanwhile she was out of town and came back to find her bedroom was getting renovated. Once we installed the TV we noticed that the TV was already broken internally. I am convinced this happened during delivery. The TV was purchased for $1,799.95 + tax on top of that they also managed to get us to pay for extended warranty which is of course of no use in such a situation for $659.98 + tax.
  
  I was surprised to know that they sold the TV for $300 more than their website price. When we told them the issue of a broken TV they said they noticed we payed more and refunded us the difference. Which also makes me think had there been no problems with any TV’s they would have never refunded. They made us wait for an entire month and then came back to us saying that we had 48 hours after delivery to notice any defects. We explained to them that it took us one week to check because we had renovations.
  
  I feel like they took advantage of us by selling us 2 TV’s for $800 more than their website price then refunding the extra paid but delivering only one working TV.
  
  On top of I feel like they took advantage of me by selling me an extended warranty which covers basically nothing as ******* already gives a 1 year warranty. The way they explained I was sure I was purchasing a warranty that was covering everything.
  
  All I would like is for The Brick to refund/exchange the TV which was broken by them on delivery but they have given me no other option but to ask for help. We have been sitting with a broken TV for more than a month, calling back and forth with no solutions. We understand what they tried to do and would never buy anything from them anymore. All we want is to get what we paid for, that’s the least they can do.
  
  Thank you for your understanding. Please let me know if you require any additional information. *******

  Business Response

  Date: 27/09/2022

  Hello,  

  The client purchased a TV on July 19th 2022 at the Richmond Hill Brick location and the delivery was completed on July 28th 2022. 
  At the time of delivery, the TV was removed from its box by the delivery team to show the customer that there was no visible screen damage, and the customer signed the corresponding line on the delivery paperwork. The customer was then asked if they wanted the box left behind or taken away, and they chose for the box to be taken away. The customer then contacted the purchase location a month later on August 29th 2022 to report screen damage on the TV. 
  

  When making a purchase at the Brick, if your product is still in its original sealed packaging, with the exception of As-Is products, special orders (MTO) or sleep accessories, we will return it for a full reselection credit or refund within 7 days of the original delivery or pickup. Once the product packaging has been removed or your product is in an open condition, with the exceptions as noted for mattresses/boxsprings and home décor accessories, we’re unable to offer refunds or reselections. Satisfaction Guarantees do not apply to open furniture items, open appliance items, open electronics items, special order items, customer assembly items, floor models or As-Is products.  
  

  As the TV was inspected with the customer at the time of delivery and no damage was reported, a replacement or refund on the TV was declined, as per the above-mentioned policy. As a goodwill gesture, the purchase location has offered to discount the TV to the cost price of $1425 if the customer wants to purchase another one.  
  

  We hope the customer can accept our apologies that we weren't able to meet their expectations for service and hope they can understand. 
  

  Thank you!   

• Initial Complaint

  Date:14/09/2022

  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.

  Feb 5,2020 purchased a couch set from the brick. May18 2022 we had a issue with 1 of our couches and a tec came out to fix the bar that was broken. At that time he fixed 1 bar but was unable to fix it all as he needed to order parts. Emailed on June 8 to inquire on parts still on order. emailed June 23 told again still on back order. Emailed again July 6 told again still on order Emailed again June 22 still don't have even though each time promised to have by the end of the month each month. Informed on Aug 8 they cant get the parts no more and given 3 offers- 1 50% store credit to keep couch way they are. 2 exchange defective couch 3 offer reselection not at full value of what I paid for mine. We accepted offer 2( new couch ordered up) as long as we still had the remaining 2.5 years of warranty. ***** ***** ******* informed me Sept 10 that he could not give me the warranty on a new couch. Sept 13 informed by ***** that new couch in but they will take parts of new 1 to put on my old 1 for me to keep the warranty I am baffled as to why you would destroy a new 1 to just fix a old 1 and not keep the warranty on it for 2.5 years. Instead told me I could buy another 3 year warranty for $65 If I take the new couch I don't have a warranty on my other so that's pointless . I am stuck in a situation as I have spoke with ***** along with his boss ********* and given the head boss name of ******. I have a 5 year warranty that I paid for and they don't seem to want to care about fixing the problem. I believe they should replace the couch and continue with the remainder 2.5 years on the warranty to co inside with what I purchased I would really like to speak to someone about this because no 1 at there location or on the phone want to help me with fixing the problem. I do have all the emails that were sent back that I can also give to you if need be to show what they promised and what they are not doing know. I look forward to hearing from you

  Business Response

  Date: 21/09/2022

  Hello,
  
  The client made a
  purchase on February 01st 2020 at the Lethbridge Brick location for
  a Leo reclining sofa and loveseat with extended warranty.
  
  Each time a Warranty is purchased, the
  client is provided a Service Agreement which specifies coverage details and all
  Terms and Conditions of coverage.  The
  Terms and Conditions do state:
  
  The Brick’s 5 Year Furniture Protection
  Plan covers a single-incident* repair of:
  
  Electronic
  components, all moving parts, mechanism failure, defective construction, faulty
  joints and springs, accident food and beverage stain, accidental human and pet
  biological stains, pen ink, crayon and marker, nail polish and cosmetics,
  failed stitching, seam separation, accident rip or cut, accidental cigarette
  burn and cracking and peeling of finish (excluding bonded and faux leather).
  A single-incident
  repair means a single incident of the above coverage.  All claims must be made at the time the
  incident occurs.  We have attached the
  Warranty Certificate for your reference.
  
  A Warranty claim
  was created on May 18th 2022 for the support beam on the sofa was
  broken. This claim was assigned ***** ** ****** ********. A service technician
  visited the residence on May 25th 2022 to complete a full inspection
  of the sofa. The report confirms that mechanism is broken in several places and
  needs to be replaced.  The technician
  attempted to order parts but was advised in August 2022 that the parts were no
  longer available from the vendor.
  
  As the parts are
  no longer available, the purchase location offered alternate options.
  Option 1 – 50%
  off as an in-store credit to keep the sofa as is
  Option 2 –
  Exchange the sofa
  Option 3- reselection
  
  After reviewing
  this, we can confirm that the sofa is being exchanged and a 3 year extended
  warranty will be added at no charge to the client.  The remaining pieces still have the remaining
  terms of the previous extended warranty and are still covered until that
  warranty expires.
  
  We
  hope the client can understand and do apologize if we have not met their
  expectations of coverage.
  
  Thank
  you.