Business Profile

Furniture Stores

The Brick Warehouse LP

This 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

534 total complaints in the last 3 years.
126 complaints closed in the last 12 months.

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Submit a Complaint

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:14/08/2022
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.
Hello
We paid for a firm serta mattress from the above chosen location of Brick Store on 25th July 2022 and we got it delivered at our home on 5th August.
We were looking for a firm mattress as my wife was 8 months pregnant and was having lot of back ache issues.
She actually slept on the mattress on 6th August and didn't feel it to be firm enough . She tried till 12th August but she slips from the edges of the mattress and her back ache has got worse. She is awake most of the night.
We tried contacting the employee from the store who entertained us while selling the mattress. But she said we cannot return the mattress but can find replacement after talking to customer service depth.
The mattress was so costly and the exact amount was 1365 Cad.
We also bought protector worth 289.
Now when I told her I want my money back as this mattress is of no use to me.
The customer service said we have to use it for 21 days before they find the replacement . Should she wait for sucha long time in her condition.
Now my wife is almost 9 months pregnant and is due any given day and the employee know and has seen her condition. We immediately need to change the mattress but these people are harrasing us .

While selling the product they paint such a rosy picture and don't come out in open about the return policy at all.
Kindly help me get back the amount so that I can find a better mattress for my wife as soon as possible.
Thanks
Hope to get quicker response from **** ******** ********
Business Response
Date: 21/08/2022
Hello,
The client purchased a mattress at the Calgary Beacon Hill location
on July 25th 2022 and it was delivered to the client on August 05th 2022.
If you're not getting a great sleep on your new sleep set,
we offer a one-time reselection to a new mattress set within 90 days of
pick up or delivery. If you bought a mattress protector with your sleep set, we
offer the same one-time reselection up to 180 days from the date your
mattress set was delivered or picked up. Adjusting to a new mattress set can
take time. The less support your old mattress provided, the longer this may
take. For this reason, we ask that you sleep on your new mattress set for 21
days prior to reselecting. If after 21 days you are not happy with your choice,
simply contact us and we will be happy to assist you.
It is always the Brick’s intention to provide our valued
client’s with a great experience, and we are disappointed that this has not occurred. After reviewing this, we would like to invite
the client to visit the Beacon Hill Brick location at their earliest convenience
to use their one-time sleep satisfaction guarantee.
We do apologize for this negative experience and hope the
client finds a mattress to suit their needs.
Thank you!
Initial Complaint
Date:12/08/2022
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.
Ordered a sectional couch, paid in full at time of sale, less than 30 days later it was in a flyer on sale. i called to get the sale price and was told they could credit me the difference once it was delivered. On delivery day a portion did not fit into my home. I was told that portion could be ordered in 2 pieces, could take a few months. i was fine with that, however when they delivered that portion it was the wrong colour. i was then told the right colour would have to be ordered and could take a few months. Fine. few months goes by, still no delivery, called them, told it is on back order and again to wait a few months. Few months goes by i get a delivery for half of the remaining portion, apparently there was a mix up and the order wasn't placed correctly, again told to wait a few months. A year later, still missing the correct colour for a portion of the sectional. I called them, they say should be in by August. Little frustrated at this point, i asked for a manager, they tell me a manager will be in touch, no one called me back. End of July I called for update and am now being told possibly in January 2023. Again i ask for a manager, i'm told someone will call me back, again no one called. Called today to speak with a manager, was put on hold and then the call dropped.
Business Response
Date: 24/08/2022
Hello,

The customer purchased a sectional on invoice *********** that was delivered to the customer’s residence on May 12th 2021.
The sofa piece of the sectional could not fit inside the customer’s home and an exchange was set up to replace the sofa with a smaller sofa and a wedge. This was delivered on August 14th 2021, but the wrong color had been ordered for the two pieces. Another exchange was written and took place on January 18th 2022 for the wedge. The sofa is still on back order without an estimated arrival date due to our offshore vendor having major shipping delays due to Covid restrictions in the port they ship from out of China.
The store location has offered the customer a return on all pieces of the sectional for reselection into a new set that is more readily available. As an apology for the poor service received and the delays, the store will also work with the customer to offer preferred pricing on a new sectional or living room set.
If the customer would like to accept the above offer, we will have the management team reach out within 48 hours of acceptance through the *** platform.

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

Thank you!
Customer Answer
Date: 26/08/2022

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

I am rejecting this response because: I have checked out your store online and any sleeper sectional i was able to find isn't available until August 2023 and it appears the prices have doubled so i'm not confident your preferred pricing will be able to match the price we paid plus the additional refund for the sale price upon delivery. Currently we are waiting on the love seat portion in pepper to replace the pewter love seat, if it would be faster to keep the pewter love seat and replace everything else with this colour, we would accept that along with the refund to get the sale price as originally agreed to. Otherwise, we would accept a full refund on the entire sectional and continued use of the sectional until we can find something elsewhere.

Sincerely,

***** ***********
Business Response
Date: 13/09/2022
***** ***** **** ******
***** ******** ********* *** **** ***** **
*** ***** ******* **********************
******** ********* ********

Hello,
After reviewing this, we can confirm that the Izzy sectional in pewter is also not in stock until 2023. The store has offered to return the product so long as it is in good condition and has not been misused. The customer can also take an additional 30 days to decide on a reselection should they need the extra time. The price match will also be honored should they choose to reselect, although this takes away from the amount that would be left to put towards a replacement sectional.
Thank you.

Thank you so much!
Initial Complaint
Date:11/08/2022
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 had ordered a table and 4 chairs late last year from the brick which when assembled there was a manufacturing issue with the chairs. On January 20th i spoke to a rep to have replacement legs sent to my house. They placed the order and said anywhere from 4 to 8 weeks. Then in February i still received nothing so i contacted the company requesting them to be returned and refunded. They sent a truck and the chairs were picked up and refunded. Fast forward to August 9th i come home to find two big boxes blocking my entrance to my house from the brick. I brought them in thinking my husband had ordered something. I found 6 backrest and legs in the boxes. I attempted a total of 15 times to contact the company to pick up the boxes. On August 11th the representative advised me at 10 am the ********* would pick up the boxes by 2pm so i remained at home. The boxes were brought out to my driveway for contactless pickup. The ********* rep came knocking at my door took a look at the boxes and said he wasn't able to take them and gave no explanation just took off. I called the rep back and advised her (****** ****). I left for ajax since i had prior obligations. I contcted back at 3pm and she told me it was my responsibility to either print the label or drive to a brick store for them to print it then call ********* and arrange a pickup. The company should be held liable for dumping products on my property. I shouldnt have to run around to deal with their mistakes. I contacted the reps online telling me to dispose of the product on my own time. I attempted to call back to speak to a manager after waiting an hour on hold the rep selvya said they were too busy to talk to me. I need a resolution this is unfair that i have my driveway and garage blocked off and have to constantly call with the manager ignoring me and hiding
Business Response
Date: 20/08/2022
Hello,

After reviewing the details of this complaint, we can confirm that according to *********, the parts were picked up from the customer's home on August 18th, 2022 under ******** ****** ***********.
We apologize for any inconvenience or frustration this may have caused.

Thank you!
Initial Complaint
Date:10/08/2022
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.
For over 2 months we have been waiting for a cord that was missing when we got our second recliner from The Brick in Calgary, Beacon Hill. The first one that we got was defective and they picked it up and delivered the second one. The second was out together so we had to do it even after we were told they would do it. When we put it together it was missing the cord for the recliner to recline. We have had numerous calls to them and we keep getting the run around. They ordered a cord but it was wrong even though we sent pictures of what we needed. The last call we had we spoke to a manager and she guaranteed that we would have the cord by August 9. The manager also said that if we don't get it by the 8th they would look at options if returning everything. We did not receive it. We called today, August 10th and the person we spoke to said she needed to investigate. There is nothing to investigate, we are getting the run around. Gad we not phoned no one at The Brick would have done anything to follow up. Totally unacceptable. We want this resolved ASAP. We want a full refund as we have had this furniture that we cannot use as a recliner. We are Seniors. *** ******* ****** ** ************ The date of purchase was June 2, 2022 and the amount was $3277.91 total including delivery and taxes. We want this resolved and not deal with The Brick anymore. Trust you can assist us.
***** *** ******* *********
Business Response
Date: 25/08/2022
Hello,

The client made a
purchase on May 29th 2022 at the Calgary Beacon Hill Brick location
for a Ross Power Reclining sofa with extended warranty. This was delivered to
the client’s residence on June 4th 2022.

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 part order was
created on June 17th 2022 for the missing power cord. This part
order was assigned event ID number ********. The original ETA was July 24th 2022,
but this is subject to change due to manufacturing or shipping delays.

After reviewing
this, we can confirm that the purchase location spoke to the client on August
20th and offered the client the following options:

Option 1) wait for part order ETA is Aug 27
Option 2) eex but PO is showing Oct
Option 3) re-selection

The client was offered preferred pricing on their next
purchase as a goodwill gesture.

The client advised the purchase location that they would
most likely wait for the part but would look online.

Further review has confirmed that the part has been shipped
through ****** ******* **** ******** ****** *********************.

Thank
you.
Initial Complaint
Date:10/08/2022
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.
May 17th, we ordered two Brown York Dale Nightstands ($333.76) from the Granville location. However, we were told we had to go to Richmond to pick it up and were refused an alternative option. We drove there, brought it home and found out it was damaged. We called Richmond, who said someone would get back to us, but they didn’t. We called again and were asked to take pictures of the damaged items before they could be returned. We waited weeks to hear back, until they told us, we had to return the items and pick up a new one. We requested they deliver it to our house, but they refused. Instead, they agreed to deliver it to the Granville location. Again, we waited a long time arrival, and when we went to pick it up, we discovered they sent it, instead to the Grandview location. They were then extremely rude. We requested the piece be delivered now to our place, and after saying there was nothing she could do repetitively, she finally agreed to look into having it delivered and call us back. However, she didn’t follow up with that promise and we had to call in again and insist it be delivered. We had to wait a while again, and it was finally delivered, also damaged. The delivery person acknowledged that it was damaged and took pictures. He explained that he sees this all the time with this specific company. Next we called the Richmond office multiple times, where they said they would call back, but they never did. Each time same story. The 2nd time they provided us an email and requested again that we send them photos of the damaged product, even though the delivery person already had. When we tried to send the photos, the email didn’t work and said a message saying the email recipient was blocked from sending them emails appeared. The 3rd and 4th time calling in we requested to speak with management, however we never heard back from anyone. We called 5 times in total and have not received any acknowledgement of the damaged product. We would like a full refund.
Business Response
Date: 18/08/2022
Hello,
The client made a purchase on May 17th 2022 at the Richmond Brick location for two nightstands.

The client picked up the nightstands on June 20th 2022 and reported that one of the nightstands was damaged. An exchange was written up on June 22nd 2022 to be delivered to the customer’s home. The exchanged nightstand arrived damaged on July 15th 2022.

After reviewing this complaint, we can confirm that this has been resolved and the customer has accepted to keep the nightstand as is for a credit of $150.
We hope the customer can accept our apologies for this negative experience.

Thank you.
Customer Answer
Date: 18/08/2022

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

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:10/08/2022
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.
We purchased major appliances as well as an extended warranty for those items. On June 10, 2022 at 2am the glass shattered spontaneously in the night from our oven door. This is a known defect in the tempered glass (when we googled to see what happened). We contacted the brick, and have been bounced to **** *** *****, **********, and the manufacturer (**********). With none of them assisting, insisting it’s another places responsibility. We have left voicemails to each place and also some emails- no reply or just replies saying they can’t help us. The warranty is sold as something that will protect you and will be easy to use if you ever need it, and instead it seems like they are dodging our calls so they do not have to support us with our claim. Our product is still under warranty until Sept 2022- and I worry they are dragging it out until the warranty ends. We just want our oven repaired or replaced, as it has spontaneously broken and was clearly defective- and we had the warranty for just such an occasion- that’s why people buy warranties! Thanks so much for your assistance.
Business Response
Date: 18/08/2022
Hello,

The client made a purchase on August 2017 at the St. Catherines Brick location of appliances and the extended warranty.

The client contacted The Brick’s warranty provider **** *** ***** to report that the glass in the range had shattered. This was denied as glass is not covered under the extended warranty coverage.

The warranty Service Agreement Terms and Conditions are as follows: **** * ***** (“***”) agrees with you to repair or replace, at ***’s option, the Product should it become inoperable due to a defect in material or workmanship during the Protection Period specified. Such defects will be repaired or replaced in accordance with the terms of the original manufacturer’s warranty during the Protection Period of this Plan without charge to you for parts and labor. This Plan expressly covers the working components for the Product and does not cover cosmetic components and discolouration, pitting or rust. *** does not assume any obligation to replace parts, accessories or add-on items which by their nature are consumable, disposable, expendable or cosmetic, such as but not limited to, remote controls, shelves, handles, knobs, glass and crisper bins. A copy of the Service Agreement is attached for your reference.

The warranty only covers thermal damage and the damage to the customers range does not line up with thermal damage as the interior glass would be damaged instead of the outside. At this time, as a goodwill gesture, we will arrange to have a technician to dispatched to the client’s home to inspect the range as the client has stated that this has happened for no apparent reason. This will then be reviewed by the warranty department. The client will be contacted within 72 hours to set up the appointment.

We hope the client finds this acceptable.

Thank you!
Customer Answer
Date: 18/08/2022

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

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

Someone has already reached out and they have replaced the broken glass. Thank you

Sincerely,

***** ********
Initial Complaint
Date:03/08/2022
Type:Product 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.
I purchased a sectional sofa from the Brick in the beacon hill in Calgary AB on September 2, 2021 by paying an amount of $2,844.35 including GST and warrranty. The reason I purchased the sofa from them it was looking good fabric sofa displayed in the shop and the sales person told that they will take care of anything if i buy a warranty with products. However, the sofa started to have ugly fading and lints after the sofa was delivered. i thought it should be fine but as time goes on the sofa looks like more than 15 years. I complained this to the shop I bought but they said the warranty is not covering this kind of issue and they will not do anythinng for me. The sofa same as I bought still being displayed in the shop with a great shape. I am very upset how they could sold this kind of junk with almost $3k without any service. This makes me very unreasonable for my spending. Please take care of my ituatuon.
Business Response
Date: 10/08/2022
Hello,
The client purchased a 3 piece ******* sectional with
extended warranty from the Calgary Beacon Hill Brick location on September 02nd 2021, and had it delivered on September 05th 2021.
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). Anything not expressly specified in this Certificate
as being covered under the Plan is excluded.
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.
The
client reported on July 15th 2022 that there is pilling on the
fabric. The client was explained that this is not covered under the warranty coverage
and this can naturally accrue with fabric product. The client was also recommended
to us fabric sheers or a shaver to remove the pilling.
As
a technician was not dispatched, and pending any claims in the future, the client
is still eligible for the Full Circle Credit at the end of the warranty
coverage period. Should the client need
to file a claim for a warrantable issue during the coverage period, they may
also do so as this will not effect any future claims.
We
hope the client understands and we apologize if we have not met their
expectations for service.
Thank
you!
Customer Answer
Date: 15/08/2022

Complaint: ********

I am rejecting this response because: I still don't accept their response fully. The same sectional sofa which displayed in the branch has a great share without any pilling. In addition, I've had fabric sofas for a long time even before purchased from the Brick and there were not pilling as much as currently I have. The main concerns are I think I pretty much paid for the sofa around $2,700 but the product is not valuable compared to I paid. The product in my house seems like more than 10 years. I am very disappointed for Brick's response for their quality of products.

Sincerely,

******* ***
Business Response
Date: 21/08/2022
Hello.
After reviewing this, the claim is still denied to to pilling not being coverd under the extended warranty. As a goodwill gesture, we would like to offer the client a $500 instore credit. If the client would like to accept this offer, then the full circle credit will not be valid at the end of the warranty coverage period.
Thank you!
Customer Answer
Date: 22/08/2022

Better Business Bureau:

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

Sincerely,

******* ***
Initial Complaint
Date:03/08/2022
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.
I purchased a Frigidaire side by side fridge on January.18, 2022, as well as the extended warranty. Since purchasing we have had multiple issues. I have followed all instructed troubleshooting and contacted The Brick regarding this. I spoke with the ******* who stated he would assist and now does not respond to any phone calls or text messages.

This is a $2,000 fridge, and now I am left with a lemon and no accountability from a major appliance dealer.
Business Response
Date: 11/08/2022
Hello,
The client purchased a Frigidaire fridge from the
Charlottetown Brick location on January 18th 2022, and picked it up
on January 21st 2022.
Once the product is picked up/delivered,
The Brick requests two days to report any damages and/or defects to customer
service. Our process is to repair/replace defective/damaged goods within this
time frame. As per the client’s description, this concern took place outside
this time frame. This puts the product under the coverage of the first year
manufacturer warranty where it will be adjudicated in accordance with the terms
and conditions of the manufacturer warranty.
As this is still within the first year
manufacturer’s warranty, any warranty claims go through our service provider
Transglobal Service. To set up a service
call, the client can reach out via telephone at 1-888-930-6396 or online using
the online repair booking service https://tgsmobile.limetac.com/Apps/SelfService?lang=en.
It is always The Brick’s intention to leave a customer with
a positive experience, and we are sincerely sorry for the lack of follow up
from the store management team and hope they understand that all warranty
claims must follow the same process.
Thank you!
Customer Answer
Date: 12/08/2022
*
********** ********

Within the first 2 days it was not an issue, but after a few weeks we started to notice the differences.
I spoke with ***** the ******* at this location and explained to him the issues I was having. He directed me to go to into the store and speak with the ********* *******, as he was off that week. I went into the store and was told the same as the reply in the email.
I then contacted ***** again and at this time he said he would look into this and get it resolved for me. This has yet to happen.

Sincerely,

***** *****
Customer Answer
Date: 12/08/2022
Yes I have. They sent a local technician to lol over the fridge on July.7 and confirmed it needed repaired. We are a month later and the parts are not available at this time. So we are now waiting for that. My annoyance is paying over $2,000 for an appliance and in as little as a few months has an issue.
Business Response
Date: 15/08/2022
Hello,

Afte reviewing this, we can confirm that unfortunately we do not have hourly technicians or contractors in PEI. We might have depots, however this wouldn’t help as we cannot use a depot for a first year warranty claim for Electrolux/Frigidaire products. The clinet needs to contact the manufacturer directly for repairs.

If a technician has already been out then they would have been sent by the manufacturer directly and the client will need to reach out to Electrolux for an update.
Thank you!
Customer Answer
Date: 15/08/2022

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

I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
Not satisfactory but I will accept defeat on this and go purchase a new fridge again elsewhere. Glad we live in a day of age where big companies can sell lemon product and not stand beside their products.

Sincerely,

***** *****
Initial Complaint
Date:02/08/2022
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 a refrigerator from The Brick approximately 15 months ago. Began experiencing problems with the unit malfunctioning in early May and opened a ticket to get it repaired (under extended warranty)

May 26 - Opened our ticket with **** *** ***** (who manages warranty for The Brick) as we had noticed issues with the unit.
June 3 – technician attended our home and diagnosed issue (Motherboard)
June 4 – Part ordered (as per your records)
June 9 – attempted to reach **** *** ***** but unable to reach anyone as the phone kept disconnecting with an error message
June 10 - attempted to reach **** *** ***** but unable to reach anyone as the phone kept disconnecting with an error message
June 14-15 – reached someone at **** *** ***** and enquired on status of repair. Advised part on order with no anticipated delivery date. Requested the following from agent:
1. Copy of warranty language.
2. Food loss insurance form.
3. Request to have a loaner fridge delivered as we were experiencing significant food spoilage. Commitment was made that I would receive a call back within 24 hours. No further communication occurred.
July 5 – called to enquire on status of repair and need for replacement fridge…re-iterated significant financial cost of spoiled food on this call ($1,000)
July 11 – received a call for the first time since June 14-15 and was only offered a loaner fridge at this time.

There are at least 8 additional dates not noted above where I attempted to call your customer service that would not allow me to speak to someone directly and would hang up on me. In the almost 2 months since I first contacted your company, I have only received a call from your organization after I called The Brick to complain. This experience has been completely unacceptable.

I suspect the replacement part delays are due to global supply chain shortages. At no time did anyone at **** *** ***** communicate any potential delays in this repair. Communication with The Brick has bee
Business Response
Date: 09/08/2022
Hello,

The client purchased appliances with extended warranty
from the Brampton East Brick location on July 11th 2020, and had delivery of
the items to their residence on July 15th 2020.
The Brick guarantees that your product will perform to the
manufacturer's specifications for the term of the Plan. Should your product
require repair, the Protection Plan pays for 100% of all repair costs through
our trusted warranty provider **** * ***** (***). *** agrees with
you to repair or replace, at ***’s option, the product should it become
inoperable due to a defect in material or workmanship during the Protection
Period specified. We have attached the warranty certificate for your reference.
The client contacted *** on May 26th 2022 to report an
error code on the unit and the ice maker and water dispenser were not
working. This was automatically assigned ***** ***** ** ********. A
technician inspected the unit on June 02nd 2022 and multiple parts were needed
to repair the fridge, and parts were ordered, however, an ETA is not available
due to worldwide shortages. On August 04th 2022, the client was advised
that here was still no ETA on the parts, and the client was offered a pro-rated
credit of $1736.35. This is pro-rated at 1%/month from the retail price paid for
the product from the date of delivery. The client advised they would
speak to their spouse and call *** back with their decision.
We recommend the client contact *** directly to inform
them of their decision as soon as possible to resolve this.
We have also attached the food loss claim form
as requested and the client can fill it out and submit it by mail or email to
the address on the form. We can also confirm that a loaner fridge was delivered
to the client’s residence on August 3rd 2022.

We hope the client can understand and apologize for the lack of
follow up and clarity on the parts delays.
Thank you!
Initial Complaint
Date:02/08/2022
Type:Product 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.
We ordered a couch in Feb 2022 and when the couch arrived in April, it was received damaged with a tear in the leather and other cosmetic damage. We filed a complaint and they offered to order a new couch and let us use the damaged couch in the meantime. On May 1st, they delivered the replacement couch. 1st they brought the replacement couch up into the apartment and had my partner check that it was in good condition, then asked him to sign a document stating the item was received without damage. My partner saw no damage to the couch, so he signed as requested. Next, they took the damaged couch out of the apartment, and this is when they caused significant damage to multiple walls, door frame and the floor. Additionally, they left trails of packaging throughout the hallways of our condo which we were then required to clean up.The Brick claims that because my partner signed the document that the item was received in good condition that we must be untruthful about the damage caused to our apartment. My partner was never informed that the document he signed would impact us when claiming the damage caused to the building, he was only told it was to do with the couch itself being in good condition upon delivery. The delivery company was not forthcoming and took advantage of my partner by not disclosing this.They knew that the form was signed which is why they showed no concern about the damage they caused. They told my partner “damage happens all the time” and he asked what are the next steps, to which they said they would report the damage to The Brick and we did not have to worry. However, after speaking with The Brick ourselves, we are told the delivery company is not owning up to the damage and did not even report the damage as they told us they would. My partner reported the damage 20 mins after the delivery took place via phone and also email and we provided multiple photos. The Brick requested we obtain repair estimates, we received an estimate for the drywall and door frame repair of $866.25 and the floor repair of $130. The Brick is claiming the estimates are too high and they will only provide $500 towards the damage. There's a hole in our wall, multiple other walls have damage from the couch hitting it, the door frame is damaged both inside & outside, and there is a large divot in the flooring. This damage far exceeds $500. There was absolutely no damage when the couch was delivered in April, there is no reason to expect this damage with the second delivery. The delivery team had no regard for our apartment and used brute force to push the sofa out when they had trouble navigating the door. Our apartment is handicap friendly with wider hallways than most - no reason for the couch not to fit. We are requesting $996.25 to cover the cost of repair as this damage occurred at no fault of our own. We feel that The Brick is not holding their delivery team accountable for the damage that was caused and for the manipulative tactics employed by their team at the time of delivery. At this time, The Brick is only willing to pay us $500 for the repairs which we feel is not a fair settlement considering the time and trouble we have gone through over the past few months dealing with this as well as the fact that we are not at fault for the damage caused.
Business Response
Date: 02/08/2022
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.
Customer Answer
Date: 02/08/2022
Hello,

It appears they misspelled my partner's name on the invoice as "****** *********" which may be why you were not able to find it. There are a few numbers, not sure which is the sales number. *********** *** **********.
Business Response
Date: 09/08/2022
Hello,
The client made a purchase at the Richmond Brick location on
January 29th 2022 for a TV stand and reclining sofa, and had the
items delivered on April 03rd 2022. The sofa was damaged and and an
exchange was completed on May 01st 2022.
Each time a delivery is completed by the Brick, the client
is asked to sign the delivery document confirming that the items were received
in good order, and that there is no property damage. We understand that
this may not be noticed immediately, which is why we ask that any damages are
reported within 24 hours of the delivery.
The client reported delivery damage May 01st 2022, and was requested to submit quotes for repair as the delivery copy was signed
that there was no damage to the client’ s property.
After discussion with the client, the client was emailed on
Friday August 05th 2022 that the purchase location would reimburse
the client the full amount quoted for repairs, as a good will gesture. The client was asked to contact the store location
to process the refund, and have not yet heard back from the client. If the client could please contact the Richmond
Brick location at 604-270-8829 and ****** will help process this.
Thank you!
Customer Answer
Date: 12/08/2022

Date Sent: 8/12/2022 12:02:45 AM

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

I am rejecting this response because:
We received the attached email from ****** and The Brick on August 5th. We called ****** as requested on August 7th at 4:36pm and we were told that ****** was not available and the person speaking was not able to assist us. We then called again on August 9th at 3:35pm and ****** requested our Flexiti information. She then told us that she is unable to process the payment due to the ongoing *** complaint. She noted that the issue was escalated to their head office and as such she is no longer able to provide the payment as was initially stated. We then requested to have the contact information for their head office so that we could speak with them directly and expedite the payment process. We were advised by ****** that she does not know the contact information for the head office of the company that she works for and our call was ended. On August 9th at 3:52pm we forwarded ****** a screenshot of the response that she/The Brick submitted to the *** stating that payment would be provided (also attached). We have yet to receive any response.
At this point, we are very frustrated as it feels as if we are being pushed back and forth without any resolve. Despite being told via email and via the *** complaint system that we are to receive the requested settlement, we are then told that they cannot complete the settlement when we call to collect it. Additionally, they are not willing to put us in touch with the party that would be able to assist further. To summarize, we were not able to receive the settlement as stated in the attached email or in the most recent response to the *** complaint. Therefore, we have no choice but to reject this response.

Sincerely,

**** *******
Business Response
Date: 14/08/2022
We are sincerely sorry for the miscommunication provided to the client about their refund. We have followed up with the management team and advised to proceed with the refund as outlined in our prrevious response. A maanger will reach out to the client within 48 hours.

Thank you!
Customer Answer
Date: 18/08/2022

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

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

Sincerely,

**** *******

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The Brick Warehouse LP is NOT a BBB Accredited Business.