Furniture Stores
The Brick Warehouse LPThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for The Brick Warehouse LP's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 531 total complaints in the last 3 years.
- 126 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:27/08/2022
Type:Service or Repair IssuesStatus: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've filed a *** claim previously but no resolution has been made in April 2022 with regards to the claim on furniture extended warranty filed in March 2021.
Since April 2022, the Milton Store has been giving me a new date everytime I have spoken. This has been going on since April. I can have email trail to show how many times a new wait time is given. While on the phone another delay is added. I can count at least 10 different times the date has been pushed.Business Response
Date: 31/08/2022
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: 31/08/2022
********** ********
Please see attached consent from **** *****.
Sincerely,
***** *******Business Response
Date: 12/09/2022
***** ***** **** ******
***** ********* ********* *** **** **** **
*** ***** ******* **********************
******** ********* *** ********Initial Complaint
Date:24/08/2022
Type:Service or Repair IssuesStatus: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 couch set from the brick and purchased extended warranty. The warranty is good for 5 years. The couch broke unexpected prematurely. I started the warranty process before the 5 years was expired. The brick sent a furniture repair specialist in to access couch and determined it was broken beyond repair. I have emails from the manager stating I have a credit of $1724.02
The brick has been non cooperative this entire process and will not respond via email and resolve issue at hand. The appliance manager call my girlfriends cell phone while she was at work and yelled at her over the phone in front of customers. Please help thanks **** ******Business Response
Date: 31/08/2022
Hello,
The client made a
purchase on December 26th 2017 at the Victoria Langford Brick
location for a Dale 6 piece power sectional with extended warranty. This was delivered to the client’s residence
on March 08th 2018.
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 December 26th 2021 for stitching coming loose and
ripping. This claim was assigned event ID number *******. A service technician
visited the residence on June 03rd 2022 to complete a full
inspection of the sectional. The report confirms that the left facing power
recliner liner on the side of the seat is torn from one end to the other. Due
to the severity of the tear, this was sent to the auditors to review. It was
determined to not have been reported within 14 days of noticing the issue and appears
to be claw and teeth marks. As per the Limitations
and Exclusions in the attached warranty certificate, pet damage is not covered
by the warranty coverage, and after reviewing the technicians pictures, it was
also determined that this was not reported within 14 days. Due to this not
being a warrantable issue, the claim remains denied and this matter is
considered final.
We
hope the client can understand and do apologize if we have not met their
expectations of coverage.
Thank
you.Initial Complaint
Date:24/08/2022
Type:Service or Repair IssuesStatus: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.
My wife and I went to The Brick Store in downtown Edmonton, Alberta on Friday, 19th August, 2022 and purchased 2 pcs of Novalee Grey Sofa. For reference this is the Sales Order/Invoice number: 0819211XXYT document attached.
At the time of purchase, the sales rep ********* * promised me that since I am paying $89.95 for delivery, the drivers will also pick up my old sofa as the pick-up price is in the delivery charge. Unfortunately, that never happened at the time of delivery, the delivery men never picked up.
The delivery driver said they cannot pick up the old sofa as nothing was told to them. This is not a good way of doing business. I have a small house and have no space to place my new sofa so I called the store to get hold of ********* * and find out why the delivery driver was not told to pick up my old sofa, unfortunately I was told that she is on day off today (Sunday, 21 August, 2022). I was told that she will be back to work on Wednesday, 24 August, 2022.
As I mentioned earlier, my house is small so I cannot hold on for a sales rep, I need space in my house to walk around and in case if there is any emergency and if I don't have the room for movement, we can go into trouble which I do not want that to happen so taking into consideration I had no choice but to call a junk remover to remove the sofa from my house so that I can place the new ones and have room for movement.
I had to pay $126.00 to the junk remover to pick up my old sofa (document attached). I sent an e-mail to The Brick in this regard and unfortunately no one responded. This is my first time to buy from The Brick and I had a very bad customer experience. I have submitted my junk removal claim of $126.00 to The Brick to reimburse as a credit towards my account.
I request *** to please look into this complain very seriously. The false promise given to me by the sales rep is unacceptable and very unprofessional. I need a credit for that. Thank you.Customer Answer
Date: 08/09/2022
*****
***** ********* ** **** ***** **
*** **** *** ******************
******** *** *** **** * *** ******* **** *** ******* ******** ******** ******* ******* *** ******* ********* *********Hi
Re: **** ** ********
Just to let you know that I have received a phone call from The Brick regarding the above Case. They will now pass me a credit for the disputed amount of $126.00. I would like to thank *** for looking into my case and finally the outcome of my case was in my favor.
Thank you *** for your great help, appreciated!
******** *****Initial Complaint
Date:22/08/2022
Type:Service or Repair IssuesStatus: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: 26 Sep 2020
Delivered: Feb 2021
1st warranty claim attempt: Dec 2021 (was unable to complete and follow up on due to a complicated pregnancy)
2nd warranty claim filed: Jun 2022
Cost: $4,022 including tax & 5 year comprehensive furniture warranty for $379.99
We purchased this sectional from the brick. The item while expensive turned out to be very poor quality and didn't even hold up for a year. The fabric extensively pilled, the seats started sagging, the springs sagged and comfort wise its horrible now. The seam also started coming apart and it looks like a tear there. We submitted a warranty claim, a technician came in who did a visual inspection and did not even check the springs if they had sagged. I had to follow up on the outcome of the inspection myself (with a newborn at home, this was quite cumbersome, esp filing the claim in the first place was exhausting due to their very non user friendly system). Finally after my follow-up we received a response that this is not covered under our warranty, someone called to "explain what the warranty covered" and hung up on us when we tried to explain what the issue was. I have since emailed the brick multiple times to get a clarification and my emails have gone unanswered. I emailed at the [email protected] email I found online as well and was ignored there as well. I have also been ignored by their support team. I don't understand what the warranty does cover if not the springs nor the fabric? there is also a big gap between the sectional pieces that I mentioned to them as well. the biggest issue is the springs that have completely given up almost. When we purchased the warranty we were given the impression by the sales agent that it would be no questions asked and easy replacement, examples such as wine spill stains on fabric would be covered were given. Overall this has been a horrible experience and I would like this situation remedied.Business Response
Date: 31/08/2022
Hello,
The client made a purchase on September 26th 2020 at the Mississauga Superstore Brick location for a Kapri sectional with a 5-year Furniture Protection Plan on sales order number ***********.
The client submitted a warranty claim for the sectional on June 28th 2022 with comments that they were not happy with the quality of the product because it did not hold up well. The claim was assigned ***** ** ********. A service technician visited the residence on July 6th 2022 to complete a full inspection of the sectional. The report confirms that all the seats were sagging and fraying. Following the inspection’s findings, the claim was declined as outside the warranty guidelines because sagging and lint are not covered under our extended warranty. We have provided a link to the Furniture Protection Plan service agreement for your reference: https://www.thebrick.com/pages/furniture-warranty
The store has offered the client to start another claim for re-adjudication, as the initial claim did not reference spring defects. The claim was assigned ***** ** ********, and a technician appointment for inspection is set up for August 31st 2022.
We would like to say we are sincerely sorry that the client needed to escalate to the *** to continue communication regarding this claim, and we apologize for any inconvenience or frustration this may have caused.
Thank you.
Initial Complaint
Date:22/08/2022
Type:Service or Repair IssuesStatus: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 December 10, 2021, we took possession of a ******* refrigerator ****** ****** ********** that we had purchased from The Brick in Pembroke, Ontario (Head office in Edmonton Alberta?) for $999.95 plus tax. The refrigerator came with a one-year warranty through ******* and we purchased a four-year extended warranty through The Brick for an additional $219.99 plus tax. In total, our purchase was $1,548.02, including delivery. The ******* warranty was for repair or replacement. About one month ago, we noticed that the refrigerator failed to consistently shut properly and that food products inside it had moisture on them. We then noticed that the fridge door seal had started to loosen and the door stuck out about a 1/4 inch relative to the freezer drawer. Around early August 2022, we contacted The Brick and were referred to ******* because it was still the first year of the warranty. After much effort and delay, we were told that a repair person could not be sent out so we were issued a replacement notice; however, our model is no longer available so we could select a replacement but we would have to pay the difference for both the replacement refrigerator and the warranty. Significantly, the warranty paperwork we had received at the time of purchase made no reference to having to invest additional funds to have the refrigerator replaced: a cost of a couple of hundred dollars, despite the warranty. We have repeatedly reached out to both ******* and The Brick to have the warranty honoured, but neither company has been able to assist us. We request the assistance of the ****** ******** ****** to have the companies involved honour the warranty which makes no reference to additional costs. Please note that we have also filed a complaint against *******.Business Response
Date: 09/09/2022
Hello,
The client made a purchase on November 29th, 2021, at the Pembroke Brick location for a ******* fridge. The purchase was assigned invoice number ***********.
The client contacted The Brick on July 29th, 2022, to report that the fridge door was not closing properly. They were referred to the manufacturer as they are still within the 1st year manufacturer warranty period. Due to the remote location of the customer, the manufacturer is unable to send a technician to do the repair as it is outside of their coverage area. So, the customer has been approved for an exchange under the manufacturer's warranty. As the fridge model RB17N6DS purchased by the customer is discontinued, ******* has issued a return authorization to be used towards reselection of the fridge. The approved amount is the same dollar value as the original purchase. We cannot provide additional funds.
As the issue happened within the 1st year, the extended warranty has not started yet. In the event of an exchange the original amount paid for the extended warranty would also be transferred over to the new sale. However, our extended warranty depends on the price range of the item it covers, so the new product will dictate whether there is a price difference between the initial warranty and the new one.
We hope the customer can accept our apologies that we weren't able to meet their expectations for service and for any inconvenience or frustration this may have caused.
Thank you!
Initial Complaint
Date:22/08/2022
Type:Service or Repair IssuesStatus: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 1st 2021 I purchased appliances from the brick Mississauga Super Store. I was told my appliances would all be ready for my October move in date. In October I was told the fridge was not in stock and after going back and forth with the sales rep about needing a fridge as we would not have anywhere to keep our food he has let me know that he found a brand new fridge same model we purchased, however it was at the cambridge location and we needed to pick it up ourselves. We took a day off work, paid to rent a truck and drove to cambridge to pick up the fridge, we were guaranteed that the fridge was brand new. When we arrived the fridge was not in a box but wrapped in plastic wrap and again were told the fridge was brand new. When we arrived home to install the fridge we found out that it was in fact not new, and instead it had paint all over it, handles were broken, obvious signs the inside of the bridge were used, dents on the side and back of the fridge. I contacted the sales rep and sent photos and was gauranteed a new fridge in less than a month. It has now been 14 months and I still do not have a new fridge. I have followed up with them every month since october and am constantly given the go around that the fridge will arrive next month, next month, next month and again it has now been 14 months. They refuse to give me a refund because they said I needed to return the used fridge within a month but I explained to the manager that I did not return the fridge within the first month because I was promised my new fridge would arrive in a month and so I would then do the exchange. I also know that within these last 14 months they have received new fridges of this model however have given it to other clients because they know I atleast have a loaner fridge. This is not acceptable to hold onto my money for a year and not provide me with what I paid for.Business Response
Date: 23/08/2022
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: 23/08/2022
********** ********Please see attached signed authorization from my husband **** *************.
Sincerely,
******* *********Business Response
Date: 15/09/2022
Hello,
The client purchased a KitchenAid fridge at the Mississauga Superstore Brick location that was approved for an exchange on November 17th, 2021, because it arrived damaged.
A product is backordered when there is a high volume of orders for an item, manufacturer delays or if a product is temporarily out of stock. You can still purchase back ordered items and you'll be added to the queue of customers waiting to receive the product once it becomes available. Back orders are often unpredictable, and that is why availability dates are estimates which may change based on different circumstances. In cases of manufacturer delays, for example, The Brick doesn't control when a product is available.The current tentative arrival time for the fridge is mid-November 2022 but this is subject to change. The store location has provided the client with updates on their order, the most recent time being on August 27th, 2022. Due to the long wait, the store location has also provided a loaner fridge to the customer in the meantime. Unfortunately, we are unable to provide a firm date of arrival until the product has arrived in our distribution centres as manufacturer delays are beyond our control.
We apologize we were not able to meet the customer's expectations for service and hope the customer understands.
Thank you!Customer Answer
Date: 16/09/2022
********** ********
I am rejecting this response because:I understand that there are manufacturer delays, however at the time the order was placed we were guaranteed by the sales rep that the order would arrive in time for our move in date, not once were we told it was back ordered or to look at ordering from another manufacturer.
We were not provided with a 'loaner fridge' due to the long wait time - instead we were told on the day of our move in date that there was BRAND NEW CONDITION fridge at the cambridge location but they would not offer free shipping (even though we were given free shipping on our order when it was placed) so we took the day off work, paid to rent a truck, drove to cambridge to pick up a fridge that was used, damaged and in awful condition. We were then left to keep this fridge as we were PROMISED our new fridge would arrive in a month. again it has now been over a year and we still do not have our new fridge. Nothing was offered to compensate me for my husband and I's day off work or truck rental, if we knew the fridge was damaged we would have never picked it up and wasted our time or money!
In regards to your comment that you have provided me with updates. This is false. Every time we had to reach out to our sales rep ourselves on his cell phone and were again PROMISED our fridge would arrive next week, next week, next week. Again, we yet to have receive our new fridge. It is one thing to give us a tentative date of delivery but it is NOT ACCEPTABLE to be PROMISING a delivery date when there is no firm date!! We were even told a kitchenaid rep visited the store and PROMISED our sales rep we would get the fridge first week of september. That was another LIE! and lastly, every time I tried to contact the actual store and not the sales rep cell phone not once was the phone answered so i had to call THE BRICK WATERLOO location that i didnt even purchase the appliances from to get an update! That is ridiculous!!! The one and only time we received a call from the brick mississauga was because a claim was submitted on ***. It is terrible customer service to be lying to your customers.
We should be offered some sort of compensation for this terrible experience of losing money and lies of being promised delivery dates on multiple occasions.
You did not offer us a loaner fridge and you did not provide us with updates so again, stop providing false information.
Sincerely,
******* *********Initial Complaint
Date:21/08/2022
Type:Service or Repair IssuesStatus: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.
Bought the fridge on May 27 2022
. The fridge was dented. Got a credit..Paid for an icemaker..Still waiting for it.. The seal on the refrigerator door are all deformed also the rubbers..The ice is building up..Can get my icemaker which was paid for.Business Response
Date: 30/08/2022
Hello,
The client purchased a fridge with extended warranty at the Ottawa
East Brick location on May 24th 2022, and had it delivered on May 28th 2022. The client also purchased an ice
maker at the same location on June 20th 2022.
In regards to the fridge: After reviewing this, we can confirm
that the client accepted a 20% in-store credit as there was a dent in the
fridge. As this was delivered in May, any issues presenting at this time would
need to go through the manufacturer’s warranty. If the client has not done so, they may contact our warranty provider
*********** ******* at 1-888-930-6396 or online here to book an appointment https://tgsmobile.limetac.com/Apps/SelfService?lang=en.
In regards to the ice maker: A product is back ordered when
there is a high volume of orders for an item, manufacturer delays or if a
product is temporarily out of stock. You can still purchase back ordered items
and you'll be added to the queue of customers waiting to receive the product
once it becomes available. Back orders are often unpredictable, and this is why
availability dates are estimates which may change based on different
circumstances. In cases of manufacturer delays, for example, The Brick doesn't
control when a product is available. We will do our best to keep you informed
of expected shipment dates and estimated dates of arrival. The current ETA for the ice maker is approximately
the end of September. The purchase
location will contact the client once it arrives or if this ETA changes for any
reason.
We apologize if we have not been able to meet the client’s
expectations of service and hope they can understand.
Thank you!Initial Complaint
Date:19/08/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The original purchase was made on July 14 with a promise of delivery date on August 17. On August 12, I called to confirm the delivery date only to be told it was going to be on or about September. Instead, they offered me a separate sectional much higher price, which I agreed to pay $200 difference. with the charge on delivery and installation and assembly, today, August 19, the delivery crew it off stating they will not set it up. Words cannot express how angry and disappointed I am.....finally after calling , they sent them back but not until 5 hours later. Accordingly, please find enclosed audios, videos and photos. some audios, you are unable to hear most of the conversation but it is the jests of what I have been putting up with.Business Response
Date: 25/08/2022
Hello,
The client made a purchase on July 14th 2022 at the Ottawa West Brick location for a Liberty sectional on invoice ***********. There is no installation or assembly fee on the order.
When making a purchase at The Brick, either online, or in store, the client will be provided with 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’s order was delayed for inventory on August 12th 2022, and the store location offered the client to reselect into the Vienna sectional that was more readily in stock. The sectional was delivered on August 19th 2022, and our records indicate that the set up was initially not completed due to one piece missing the legs. The delivery team went back to the client’s house on the same day to set up the sectional.We hope the client can accept our apologies that we weren't able to meet their expectations for service. We will use their feedback to help provide better future services.
Thank you.
Initial Complaint
Date:15/08/2022
Type:Service or Repair IssuesStatus: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 a box spring Aug 9th and asked to pick from available dates to do pick up from store. We chose Saturday Aug 13th for pick up. Where we did not hear anything we contacted via chat the store because no one answers the phones. We’re told it was in transit for 2pm delivery, and we would receive a call. We checked back via chat when there was no call around 3:30pm - and we’re told it was not yet delivered. Perhaps tomorrow on the day day. We did not get a call nor was it sent to the store. We’ve tried calling this Monday morning (aug 15) to no avail so resorted to the chat again. The csr said it would now not be delivered until Wednesday Aug 17th that means our son whose bed it is for has had to sleep on the floor for not 2nights but rather 5 nights assuming it will be available on Wednesday. When I asked for them to compensate via delivery to our home seeing as we would need to rent a van again for this, we were told that was not an option. Abject failure, complete lies and non delivery of service according to their availability now impacts only us the consumer. Companies should not be allowed to mislead or lie to customers this way without facing some penalty.Business Response
Date: 25/08/2022
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.
Unfortunately, due to the Covid-19 global pandemic, our company as a whole is
experiencing many delays due to Covid-19. Despite them trying their best, our
manufacturers are struggling to fill all our orders as many were shut down for
a period of time.
The Brick is working hard to receive product as soon as we can and hope the
client accepts our sincerest apologies for the lengthy delay. Once it is
received, or if it is further delayed, the client will be updated.
After reviewing this, we can confirm that the client was
contacted on August 15th 2022
when the product arrive and that the delivery was completed on August 18th 2022. We apologize for this negative
experience.
Thank you!Initial Complaint
Date:15/08/2022
Type:Service or Repair IssuesStatus: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: 26 Sep 2020
Delivered: Feb 2021
1st warranty claim attempt: Dec 2021 (was unable to complete and follow up on due to a complicated pregnancy)
2nd warranty claim filed: Jun 2022
Cost: $4,022 including tax & 5 year comprehensive furniture warranty for $379.99
We purchased this sectional from the brick. The item while expensive turned out to be very poor quality and didn't even hold up for a year. The fabric extensively pilled, the seats started sagging, the springs sagged and comfort wise its horrible now. The seam also started coming apart and it looks like a tear there.
We submitted a warranty claim, a technician came in who did a visual inspection and did not even check the springs if they had sagged. I had to follow up on the outcome of the inspection myself (with a newborn at home, this was quite cumbersome, esp filing the claim in the first place was exhausting due to their very non user friendly system).
Finally after my followup we received a response that this is not covered under our warranty, someone called to "explain what the warranty covered" and hung up on us when we tried to explain what the issue was. I have since emailed the brick multiple times to get a clarification and my emails have gone unanswered. I emailed at the [email protected] email i found online as well and was ignored there as well. I have also been ignored by their support team.
I don't understand what the warranty does cover if not the springs nor the fabric? there is also a big gap between the sectional pieces that I mentioned to them as well.
the biggest issue is the springs that have completely given up almost.
When we purchased the warranty we were given the impression by the sales agent that it would be no questions asked and easy replacement, examples such as wine spill stains on fabric would be covered were given.
Overall this has been a horrible experience and I would like this situation remedied.Business Response
Date: 15/08/2022
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!
The Brick Warehouse LP is NOT a BBB Accredited Business.
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As the purchase location has resolved this with the customer, we consider this matter closed.
Customer Experience Team/Équipe de l'expérience client