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:13/09/2022

  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 mother ******** ************** purchased a fridge, ice maker, installation service as well as the extended warantee from the brick Marche Centrale under order number # ***********. Their technician completed the installation of the ice maker and once turned on it started spraying water on the wall which then leaked on the tiles. The ice maker was deemed to be defective due to the water hose having a hole in it. We reached out to the store immediately and they advised that they would order us a new ice maker and come and install it. We've contacted the store on numerous occcasions either in person or by phone and they keep on telling us that the unit has still not arrived amd they don't know when it will. This has been ongoing for almost a year now. The store has not reached out to us once to provide us with any follow up or update. This has been a ver stressfull, time consuming and constant battle trying to get some information on when we will receive the unit. The store and their associates do not seem to have any knowledge on when the item will be received and honestly look like they do not care at all and don't want to help us resolve this issue. I last visited the store on Sept 6th, and spoke to ********. He said he was the ********** ******* and I let him know that we either need them to provide us with the new ice maker ASAP or they can have their technician come over and uninstall the unit, take it back and they can refund us the unit price, installation we paid for as well as compensation for the stress and time waisted. ******** agreed that what we have been going though for almost a year now was not acceptable and he would contact me back within the next 3 business days with a resolution. Well the 3 days have come and gone and still no contact. I called the store 2 times today and was hung up on twice after having to wait over 20 mins to talk to an agent each time I called. The first agent that hung up on me was named ********* no name for the second.

  Business Response

  Date: 14/09/2022

  Hello,
  After reviewing this, we can confirm the purchase was made under a different name than the individual who submitted this complaint.
  The purchaser on file will need to provide a signed letter authorizing the release of Brick account details, along with their sales order document number. This is a security measure to protect our clients' information.
  Thank you!

  Customer Answer

  Date: 14/09/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********. Please see attached signed letter form my mother authorizing the release of Brick account details, along with their sales order document number.

  I already attached their invoice when I submitted this claim.

  Please let me know if you require anything further from my end.

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

  Business Response

  Date: 20/09/2022

  Hello,
  Th client purchased a fridge and ice maker on June 06th 2021 with installation service. This was delivered to the client on August 22nd 2021 and the installation took place separately.
  The client reported to the purchase location on October 28th that the installation was not done properly, and water is leaking. The purchase
  location confirmed with the technician that the installation was done properly
  and that they returned in September to inspect the installation. The technician
  had advised the client not to turn on the ice maker, and a new one was ordered.
  After reviewing this, we can confirm that the parts needed
  to carry out the repair are in stock and the appointment is scheduled for September
  30th 2022. The technician will call the evening before and provide a
  time window for when they will arrive to carry out the repair.
  Thank you!

  Customer Answer

  Date: 21/09/2022

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

  I do accept that they will come on Sept 30th, to complete the repair.

  However there is no mention of any compensation regarding not having a functioning ice maker for almost a year even thought it has been paid in full and no mention of compensation for the the stress and time waisted following up with the store.

  I need this to be resolved as well.

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

• Initial Complaint

  Date:13/09/2022

  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.

  I bought a complete set of kitchen appliances in June 2022, which were delivered in July. My new cabinets were installed in August. When I went to unbox the over the range microwave to install it, I noticed that it was damaged. The damage was not apparent to the outside of the box except a wrinkle in the carton up one side. I returned to the store to discuss this with them and they completely brushed me off and told me to contact the manufacturer. The manufacturer has nothing to do with damaged products.

  Business Response

  Date: 20/09/2022

  Hello,
  The client made a purchase on June 18th 2022 at
  the Calgary Beacon Hill Brick location for appliances.  These were delivered to the client’s residence
  on June 22nd and July 21st 2022.
  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. 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. 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. Full details
  can be found here for your reference https://www.thebrick.com/pages/satisfaction-guarantee.
  As the dent in the microwave was not reported for almost 7
  weeks after the delivery, we regret that we are unable to assist the client in
  any exchange.  We recommend that the
  client contacts the manufacturer directly by calling the phone number in  the manual.
  We apologize if we have not been able to meet the client’s
  expectations for service, and hope they can understand.
  Thank you!

• Initial Complaint

  Date:13/09/2022

  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.

  On June 11, 2020, we purchased an ** Refrigerator, serial # ************ from the Brick store in Kamloops. We paid for an extended warranty with **** * ***** (https://www.thebrick.com/pages/appliance-and-electronics-warranty). Our refrigerator stopped working a few days ago and since then we have been trying to get in contact with the Warranty Call Center **************** and online **************************************************). We have not heard from them and our calls keep getting hung up while in queue. We have spent hours calling and writing, and we have lost most of our refrigerated food. We need our warranty to be honoured by getting repair service on our refrigerator. our contact numbers are ************ ***** ******* ************ ***** ******* ****** ***** and ************ (home). Our e-mail addresses are ******************* ******************. Thank you for your consideration to this matter.

  Business Response

  Date: 14/09/2022

   Hello,
   
  After reviewing this, we can confirm the purchase was made under a different name than the individual who submitted this complaint.
  The purchaser on file will need to provide a signed letter authorizing the release of Brick account details. This is a security measure to protect our clients' information.
   
  Thank you!

  Customer Answer

  Date: 15/09/2022

  
  ********** ********
  
  
  
  I am rejecting this response because:
  We have not received any calls or messages from warranty to arrange for repair service for our refrigerator.   The Brick sold us this warranty and the phone number to call is not answering; the online claims submission is not responding. At this point we have lost all the food in the fridge.  This is unacceptable and we need a resolution to this matter by having our warranty honoured.  Sincerely,

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

  
  

• Initial Complaint

  Date:13/09/2022

  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.

  -On the 5th of May I was given a sales invoice of $8145.95 and I made a 10% down payment of $815.00 to hold that price.
  
  -On the 14th I added an item costing $1069.95 to my order now bringing the total to $9376.39. I had to make an additional down payment of $123.00 to cover %10 of the new total.
  
  -I did some measurements and realized all the items would not fit in the space so on the 19th of June I had two items removed. A dresser costing $1042.96 + 15% GST/HST and a mirror costing $230.90 + 15% GST/HST. The total cost of items removed + GST/HST amounted to $1464.93. The new total of my order is now $7911.45.
  
  -On the 19th of June I also made an additional payment of $700.00.
  
  -Total of all down payments is now $1638.00 ($815.00 + $123.00 + $700.00)
  
  -Balance due is now $6273.45 ($7911.45 - $1638.00)
  
  -I financed the remaining balance due
  
  The Customer service representative that processed the application for financing made an error and entered $1249.35 (GST/HST $1031.93 + Admin fee $172.44 + Delivery $44.98) as a regular purchase.
  My first Flexiti payment required me to pay $1390.70 due to the mistake by The Brick.
  
  I've contacted them by phone, email, and In-store visits numerous times to get this issue corrected and nothing has been done and interest is being accrued on my Flexiti account.

  Business Response

  Date: 27/09/2022

  Hello, 

  The customer made a purchase on May 5th, 2022, at the Moncton Brick location on invoice ***********. 

  After reviewing this complaint, we can confirm that the original financing payment was misapplied. The purchase location submitted a credit adjustment form on August the 26th, which the customer was notified of. The Brick Card Support Team has confirmed that there was a delay in the processing of the request but the changes were completed and the financing transferred over to the correct plan as of September 15th, 2022.   

  We apologize for any inconvenience or frustration this may have caused and hope the client understands.  

  Thank you. 

• Initial Complaint

  Date:12/09/2022

  Type:Sales and Advertising 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.

  Store Information: The Brick Orangeville
  Located in: Westside Market Village
  Address: 215 Centennial Rd #1, Orangeville, ON L9W 5K
  
  Phone: (519) 938-5676
  Province: Ontario
  
  In late July I walked into the Brick in Orangeville to purchase a washer and dryer. I was told there were none in stock. Considering our supply chain issues I said I completely understood and was willing to be patient. I selected a washer dryer set and I was told that one was in Barrie and the other in Mississauga. Would I like to purchase them? I readily agreed and paid. I did say that I would like to forego somehow the delivery fee. The store sales person told me she would meet me halfway. She would have the washer and dryer delivered to the store and I could pick it up. I found this perfectly satisfactory. It was at this time that she even suggested that if I had a truck now I could drive to Barrie and Mississauga and pick them up. I thanked her but since I had no truck i could not do that. I would however be able to arrange for a vehicle in a few weeks. I was informed that August 27th was the best they could do. I said that was fine. She then told me the appliances arrive on Friday and she would call once they arrived. I thanked her and left the store after providing my contact info.
  
  I did not hear from the Brick for a while so I popped into the store on August 29th to see how things were going. I was informed that the Dryer had a arrived but the Washing machine was on back order and the earliest I might get one is in September.
  I pointed out that I had purchased the washing machine that was in stock in Barrie. I paid money for it. I was to be delivered to this store around August 27th. I was then informed this was not the Brick's policy. Again, I pointed out that the sales person sold me this Washing machine. That was how the sale happened. I was even offered a chance to drive up and pick it up. Again, I was told this was not their policy. All appliances are delivered to the main store in Mississauga and distributed from there.
  
  I then enquired why I had not been phoned. The customer service rep informed me that three calls were attempted. I have received none of these calls nor was I informed that the dryer had arrived as I had asked.
  
  I feel that I have been baited by the salesperson to buy the Washing Machine and Dryer by saying "one was available". Then, after my money was in their hands. They can do as they please. I really feel this is an unfair business practice. I have heard of bait and switch. **** ** ******* ********** **** * ***** This it what this situation feels like, I feel it is right here to ask for a refund.
  
  Yours,
  ******* ******* ************ ********************
  
   

  Business Response

  Date: 14/09/2022

  Hello,
  
  
  When making a purchase at The Brick, either online, or in store, the client
  will be provided an estimated date of arrival for the product if it is not
  readily in stock.  These dates are subject to change.   If
  this changes for any reason, we will provide the client with updates as we
  receive them.
  The client was at the purchase location last week. The purchase location apologized
  for the delay and offered a couple of options. The client was offered to reselect
  into something more readily available with the best possible price, or if they
  didn’t want to wait or reselect, they order could be cancelled and the client
  would be refunded in full.
  The current ETA is the middle-end of September
  and the purchase location will contact the client once it is available, or if
  it is further delayed.  If the client
  would like choose one of the other options offered and let us know through the
  *** platform, we can have the management team reach out within 48 hours to
  assist.
  We apologize if we have not met the client’s
  expectations for service and hope they understand.
  Thank you!

  Customer Answer

  Date: 15/09/2022

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

  I am sorry but the information regarding what I was told before purchasing the washer and dryer is false. I was told "There is one in Barrie and one in Mississauga." I replied. "Fine, I will buy those." Only after dropping into the Brick was I informed of the Brick's policy. When I tried to tell the customer service people my situation I was told: "there is nothing that can be done."

  I think this is a situation where a refund is in order.

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

  Business Response

  Date: 20/09/2022

  Hello,
  The purchase location has advised they have spoken to the client
  on September 19th 2022 and they advised the client that the washer
  is tentatively expected to arrive approximately September 30th 2022,
  but that this is not a guaranteed arrival date. They have also agreed with the
  client to deliver the laundry set when both pieces are available, for no
  delivery fee, and will also have the old appliances removed at no cost to the
  client as well.
  Thank you!

  Customer Answer

  Date: 20/09/2022

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

   

   

  I spoke with ****** and we really started to sort things out. I am confident we can move forward from here. I want to take a minute and thank you and Joselyn for your attention to this matter. It was a very effective method of conflict resolution. Thank you very much for your help

   

   

  All the best,

   

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

• Initial Complaint

  Date:07/09/2022

  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.

  Hi,
  
  To whom it may concern,
  
  My father bought a TV for me from The Brick on the 20th of July 2022. We got the delivery 2 weeks later, meanwhile I was out of town and had to come back to find my room 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 my dad 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 had 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 my father by selling him a 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 him by selling him an extended warranty which covers basically nothing as ******* already gives a 1 year warranty. The way they explained he was sure he 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 1 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: 09/09/2022

  Hello,
   
  After reviewing this, we can confirm the purchase was made under a different name than the individual who submitted this complaint.
  The purchaser on file will need to provide a signed letter authorizing the release of Brick account details. This is a security measure to protect our clients' information.
   
  Thank you! 

• Initial Complaint

  Date:06/09/2022

  Type:Delivery 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 the afternoon of Saturday September 3, 2022, the Brick (Calgary) made a delivery to a neighbour of mine down the street. After the delivery was made, the delivery drivers proceeded to empty the garbage from their truck ( which consisted of 2 huge boxes packed with various packing materials and appliance parts including a black stove handle) into a dumpster bin that I had rented and was situated in front of my home and was full to the top and awaiting pick up on Tuesday. The delivery drivers did not ask permission, rather they dumped their garbage on top on my privately rented full dumpster bin and drove away. We immediately were in contact with the brick to try and get these drivers to come back and pick up their garbage. As of today my dumpster bin has been picked up and I am left with the garbage from the brick on my front lawn. There has been no resolution or further communication from the brick regarding this matter, although they stated they would call or email us back today. This is absolutely unacceptable behaviour from this company. I want this resolved asap and this garbage removed from my property. How dare these workers act in this manner. Very unprofessional!

  Business Response

  Date: 07/09/2022

  Hello,

  First
  and foremost, please accept our most sincere apologies for the experience you
  had.  We work hard to provide our colleagues with the appropriate
  training and support to ensure they deliver the type of experience th public expects from us. After reviewing this, we can confirm that the fleet maangement team reach out to the complaintant and the delivery team has been sent back to collect the garbage. We can assure you that appropriate actions will be take to prevent situations like this form happenening again.

  Thank you!

  Customer Answer

  Date: 07/09/2022

   
  
  ****** ******** *******
  
  
  
  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:06/09/2022

  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.

  Dear Sir or Madam:
  
  I bought 1 king bed and 1 queen bed along with headboards from the Brick located at 11345 104 Ave, Grande Prairie, AB T8V 0N7 on 19 August 2022. On 28 August 2022 two delivery men named ***** and ****** cam to my place and installed the beds. The delivery personnel told me that they do not know how to install the headboards, and some will contact me regarding that. On 2 September 2022 @9:00 AM an installer came to my place to install the headboards. She told me that she cannot install the headboards because some parts are missing. She told me that she will inform the Brick about that. I called the Brick store several times and the Brick representative Ms. ******* told me that the Brick will get back to me. Until 5:30 PM nobody from the Brick bothered to call me regarding the headboards issue.
  I went to the store to inquire about the issue. I talked to the ***** ****** **** ****** and he assured me that he will take care of it on 6 September 2022. Again, two delivery personnel came to my place and dropped the missing part for the headboards’ installation. I called the Brick store (780-538-2525) @11:45 AM on 6 September 2022. I talked to the ********* ******** and she revealed that installation and the Brick are two different entities. The ********* ******* told me that nothing she can do.
  I took off from my job on 2 September and 6 September 2022. The installation people only operate on weekdays. I cannot take off days all the time. So, I told the ********* ******* that I want to return the headboards and get a refund of $713.9 ($169.96 and $349.95 for headboards and $194).
  If you have any questions, please contact me via e-mail at Sbezbaruah@********* ** ** ************ ** ************.
  
  Thank you.
  
  Sincerely,
  ********** ********* **** **** ** ****** ****** ******** ** *** ***

  Business Response

  Date: 14/09/2022

  Hello,
  The client made a purchase at the Grande Prairie Brick
  location on August 19th 2022 for a king and queen size bed along
  with assembly. This was delivered to the client on August 28th 2022
  and the assembly was booked for September 2nd 2022.
  The installer and the client both informed the purchase
  location on September 2nd 2022 that the installation of the
  headboard could not be completed as it would not attach to the base. While the
  client was in store on this date, the ***** ******r located 2 brackets that
  would work and provided them to the client at no cost. The were to arrive in
  store on September 06th 2022 and the store location would advise the
  assembly department when they arrived so they could go back and assemble the
  bed for the client. The client returned to the store location on September 06th 2022 to advise the delivery team didn’t install the brackets. The store team
  advised again that it would be the assembly team coming out separately to
  complete the installation.  As the client
  stated he has limited availability during the week when the assembly teams can
  come out, the store team advised they would have a furniture technician out to
  complete the assembly on a weekend when the client was available. This was scheduled
  for September 10th 2022, however, the technician was unable to
  attached the headboard to the base as expected. 
  As such, the purchase location has advised they are returning the bed
  for a full refund. This is confirmed for this Saturday September 17th 2022.  Once the product has been returned
  the store will contact the client to process the refund.
  We apologize that we have not met the client’s expectations
  for service.
  Thank you!

• Initial Complaint

  Date:01/09/2022

  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.

  We bought 2 couches Aug 17th,2022. When the delivery guys removed the packaging, there was a hole on the loveseat and a smudge on the couch. We took pictures and sent it to the company. Once delivery guys left, I noticed that they drove onto my front lawn. Brand new sod completely torn up. I also emailed the company with pictures of that. After a few days, one of the workers said that she can give us a discount for the love seat and she was to speak with her colleague for the front lawn. A few days after that, we called the Brick and requested a refund for all the heartache that they caused. Not only did I get a damaged couch, I now have a torn up lawn. They wanted us to get a quote for my lawn. All I want is a full refund because I am unhappy with the way we were dealt with and the outcome of all of this. The ***** ******* was talking to us like he knew everything that happened. He was quite rude and kept 'telling' me that the rep with dealt with at the store, did NOT say we can get full refund within 30 days of purchase. He was not there and didn't even have our file open when he was talking to us. He was not there during the purchase, how does he know what the rep told us?! He told me I was wrong and that the conversation kept going around in circles. He then stated that he was done our conversation and hung up the phone. He kept talking over me and kept repeating himself. I know what I was told when we purchased the couches. Maybe the rep wanted his commission and said whatever to get us to purchase it. I don't know, but what I do know is that I want these couches out of my house and get a full refund. And.. have my front lawn fixed to what it was before they delivered the couches. Thank you, ****

  Business Response

  Date: 15/09/2022

  Hello, 

  The customer made a purchase on August 17th, 2022, at the Sudbury Brick location for a sofa and a loveseat. 
  

  The customer received a delivery of both items on August 23rd, 2022 and reported that the loveseat arrived damaged. They also reported that the delivery team had caused property damage to their lawn and the end of their driveway. The customer was offered an exchange for the loveseat or a $200 settlement credit to keep it as is, or a repair.   
  

  After reviewing this complaint, we can confirm that the customer opted for the exchange. The exchange for the loveseat took place on September 7th,2022. The customer has been asked to provide 2 quotes for the damage done to their property and once received the fleet department will be providing a settlement.  
  

  We hope the customer can accept our apologies for this negative experience. 
  

  Thank you. 

• Initial Complaint

  Date:31/08/2022

  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.

  Hello I'm hoping to get help for a refund. I no longer want to try to get a replacement table. It has been a hassle and stressful. I've been trying to get a new replacement for my table since 2019. Everytime they've replaced it they bring in a defective table and order a replacement immediately. Even chairs. Now not only is the table different finish and slight colour change but it also has defects and damaged. I've gone in person they've offered inspection prior to delivery but it never is inspected. I paid a warranty and from the beginning I haven't received a new table in good condition. I paid about $1800 and extra warranty. It's been exhausting. One person offers one thing then it takes months and when I follow up there's a different manager. I've dealt with about 5 managers they keep getting replaced. And everytime I have to explain from the beginning. They're new and there's so much paperwork they tell me they'll get back to me after researching. It's getting ridiculous. At this point I just want a full refund and have them pick up the dining set. This last time ive waited 2 months since I saw them in person. They offered me the showroom table which is damaged. I declined. Then they offered to again deliver a table but it has a different finish and colour than original so it doesn't match chairs. I told them in that case they might as well replace the whole set. Then months went by and didn't hear anything. Followed up and manager agreed to a full refund but had to see paperwork and get back to me. Then weeks later recieved a call saying my table is ready for pick up. Got that call twice in that month. Even though we told them about the refund and that we are waiting to hear back from manager. It has been a few weeks and we haven't heard back. I have attached email exchanges, invoices and pictures of some replacements. I had purchased a glass table(was defective). It was replaced with the ironworks. We've had issues since replacement. Thank you.

  Business Response

  Date: 01/09/2022

  Hello,
  
  After reviewing this, we can confirm the purchase was made under a different name than the individual who submitted this complaint.
  
  The purchaser on file will need to provide a signed letter authorizing the release of Brick account details. This is a security measure to protect our clients' information.
  
  Thank you!

  Customer Answer

  Date: 01/09/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and have attached the signed letter from my mother ****** ****** to authorize them to release account details to you. It was supposed to be in my name as I'm the one who paid but it was never changed. Regardless please forward the letter to them so that you may get the information needed to resolve this matter. Thank you. 

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

  Business Response

  Date: 07/09/2022

  Hello,
  
  After reviewing this, we can offer the customer to return
  the table for a refund.  If the client
  would like to reach out to the store location to arrange the pickup of the
  table, they will arrange this and once returned, the store can process the refund
  to the original method of payment.
  At The Brick we
  have built our company by our motto “Our Commitment is to Our Customer”,
  striving each day to attain that goal and realizing our greatest asset to be
  satisfied customers. We really do appreciate the client’s business and hope for
  the opportunity to be of better service to them in the future.
  Thank you!

  Customer Answer

  Date: 11/09/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me. I appreciate it. Please let me know who to contact in case there's an issue when returning to get my refund as there was a confusion at the store. I received a voice mail saying that I have to call them for my pick up. I never arranged to pick up anything. Thank you.  
  
  
  
  Sincerely,
  
  
  
  ****** ******