Complaints

This profile includes complaints for The Brick Warehouse LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Brick Warehouse LP

  16930 114 Ave NW Edmonton, AB T5M 3S2

• 

  The Brick Warehouse LP

  565 West Hunt Club Road City of Ottawa, ON K2G 5W5

• 

  The Brick Warehouse LP

  747 Notre Dame Avenue Sudbury, ON P3A 2T2

• 

  The Brick Warehouse LP

  1525 Pitt Street Cornwall, ON K6J 3T9

• 

  The Brick Warehouse LP

  200 Bell Blvd. Belleville, ON K8P 5L8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:28/07/2022

  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.

  This complaint concerns the Sterling motorized recliner. I bought one in 2021, motor died after a few months. Turns out it was a store error, wrong power plug was put in. Waited 90 days, during which I battled the rude manager numerous times for a replacement or money back. Because it was technically a store error. Wrote letters to the ***, did reviews, etc. At the 90 day mark, I finally got my money back as a store credit.
  
  Bought another one, because the chair itself is great. And the odds of having another motor go was pretty much nil. Nope. 3 months in, gone. I patiently waited the 90 days this time, went in, n assumed I'd get my store credit again. Also no. Oh, I was kindly offered 60% back in store credit, on a $2,500 chair. Or wait possibly three more months for a part.
  
  So I've effectively owned 2 chairs in 1 year, with total usage time of 6 months.
  
  WORST company to buy from, it's like they purposely hire arrogant, rude managers. And no grey area for errors on their part or the situation that I'm in currently.

  Business Response

  Date: 21/08/2022

  Hello,
  The customer purchased an AS-IS Sterling power reclining
  chair with extended warranty at the Ottawa East Brick location on November 15th 2021. This was picked up by the client on November 20th 2021.
  All as-is furniture purchases carry the same warranty as new
  merchandise with the exception of existing defects and/or damage on the item
  (such as scratches, dents, or missing pieces), which will be noted on your
  invoice at the time of purchase. Extended warranties can also be purchased for
  as-is items, but will exclude coverage of existing defects. The Brick will only
  cover up to the purchase price of the item, not its original value.
  The client reported to the store location that the chair was
  defective and after inspection, it was determined that this was due to a wrong
  power supply that was provided with the chair, and this chair was exchanged for
  a brand new one.
  A claim was set up for the recliner on April 25th 2022 for the recliner no working sometimes. A service technician was dispatched
  on May 02nd 2022 and inspected the recliner. The inspection confirmed
  that the motor and reclining button were not working and parts were ordered to
  carry out the repair. The parts are currently expected to arrive approximately August
  28th 2022 and the technician will contact the client once they are received
  to carry out the repair.
  We are sincerely sorry for this negative experience and are
  confident this repair will be completed shortly. We hope the client can
  understand that all warranty claims need to follow the same process.
  Thank you!

• Initial Complaint

  Date:26/07/2022

  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 purchased a leather sofa and a five year warranty through a store in Calgary, Alberta November of 2020. The total cost was $4089.85. We received the sofa in February 2021. In February 2022 we had a warranty claim which was covered under the warranty. We completed the required form and sent pictures. After a couple of weeks I called the store and was told we would be dealing with the St. John’s, NL store as it was closer to us. After calling the store we were told they didn’t have a repairman to do the work and even if the had they didn’t service our area. We would have to take the sofa into them a 4 hour drive at our expense. I asked to have the sofa seat or sofa replaced and was told the sofa was no longer available. They gave us 3 options with a decision to be made in 6 months #1 Void the warranty #2 Try to find someone ourselves to do the repairs and they would look at reimbursing us #3 Select another sofa and they would give us a store credit. We’re not interested in a store credit. If this can’t be resolved favourably we want our money back. We have no intention of buying another sofa or anything else from the Brick.

  Business Response

  Date: 27/07/2022

  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: 27/07/2022

  *
  ********** ********
  
  
  
  I am rejecting this response because: a letter of permission has been sent to the *** giving me permission to speak on behalf of my husband ***** ****
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 01/08/2022

  Hello,
  The client purchased a Kora power sofa  and loveseat with extended warranty through
  the Calgary Beacon Hill location on November 20th 2020, and this was
  picked up at the St.John’s Brick location on February 1st 2021.
  The warranty certificate (“Certificate”), attached for your
  reference contains the terms and conditions (“Terms”), limitations and
  exclusions (“Limitations and Exclusions”) of The Brick’s Furniture Protection
  Plus Plan – Service Agreement, (the “Plan”) purchased and paid for as shown on
  your original invoice (“Invoice”) for one or more pieces of furniture
  (“Product”). The customer(s) whose name(s) appear(s) on the Invoice is (are)
  referred to herein as “You” or “Your”. In consideration of You purchasing and
  paying for the Plan, this Service Agreement provides coverage for domestic or
  personal use of the Product within Canada during the Protection Period (defined
  below). This Service Agreement provides for “In-Home” repair service within 40
  km of where The Brick operates a retail store or distribution centre. Any requests for service must be made within 14 days of an
  incident occurring. In some circumstances it may be necessary to remove
  the Product from Your home to complete the repair without the option of a
  temporary replacement. The Brick provides You the following coverage under the
  Plan for a period of either (36) or (60) months for its Furniture Protection
  Plus Plan or (12) months for the Decorative Accessory Only Warranty Plan
  depending on the Plan Terms purchased, the coverage of which commences on the
  date of delivery of the Product to You (the “Protection Period”). If the
  Product cannot be repaired, The Brick, at its option, will offer a settlement
  and/or replace the Product. Should the original Product item no longer be
  available, You will be offered a new comparable replacement Product. Should a
  replacement Product price be less than the original purchase price of the
  warrantied Product, any remaining credit is waived as the replacement Product
  is intended to be an exchange of Product for comparable Product only. In any
  event, credit cannot be used for purchase of Extended Warranty, delivery or
  service.
  When the client contacted the store in February 2022 to inquire
  about submitting a warranty claim, they were informed that they did not have a
  service technician who could repair the leather furniture, nor one that was available
  as they client resides outside the service coverage area.
  Due to this, an exception was made offer the client
  alternative solutions.
  Option 1) Void the warranty amount that the client purchased
  as we do not have a technician available at the moment for leather materials.
  OR
  Option 2) If the client can locate a technician in their
  area that they can obtain a quote for to complete the repairs, we would be able
  to look at reimbursement.
  OR
  Option 3) Reselection of the sofa & matching loveseat
  for the price that was paid for them. Sofa $1559.00 Love seat $1547.40. This
  credit can be used towards a new sofa and loveseat set. This option would fulfil
  the warranty as we would be replacing the set the client currently has. Any
  price difference would be the client’s responsibility.
  The client has been emailed these options as well, and the
  store management team is awaiting response from the client which option they
  would like to proceed with.
  
  The Brick firmly believes that it has been reasonable in the
  assessment of the client’s Warranty claim and apologize if we have not been
  able to meet their expectations for service.
  
  Thank you!

  Customer Answer

  Date: 09/08/2022

  
  
  Date Sent: 8/9/2022 7:18:31 AM
  
  ********** ********
  
  I am rejecting this response because: There was nowhere in the warranty I read does it state the in home repair service was within 40km and we were not advised of this. That would have determined whether we would have purchase the warranty or the sofa. We paid for the sofa with our money and we want our money back not an in store credit. We have no intention of buying anything else from the Brick and from all the online complaints we are not alone.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 09/08/2022

  Hello,

  We regret if the client was not informed of the Terms and Conditions of the warranty agreement at the time of purchase.  We have included a copy of the warranty certfificate with this clause highlighted for your reference.  

  We have offered the client options within our guidelines for warranty coverage and hope they will select one that works for them as we cannot offer any other options.

  We
  hope the client can understand and do apologize if we have not met their
  expectations of coverage.
  
  Thank
  you.

   

  Customer Answer

  Date: 11/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: I feel the Brick sold us a warranty that was useless to us.  We want our money back for the warranty and not a store credit.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:18/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  On December 26, 2021. I purchased a number of items from the Brick in Sudbury, ON.
  Most of these items were on a boxing day sale. I received majority of the items within the next few months. I am still waiting on a 2 piece couch ("Izzy 2-Piece Chenille Right-Facing Sleeper Sectional - Pepper") for a boxing day sale of $1643. It is now worth $3200.
  I was told delivery would be in February 2021. The delivery is now estimated for June 2023. I was given a series of options. Wait, purchase a new couch, or cancel my order and receive a refund.
  I was working with an employee, and the manager to obtain a similar couch for the same value. Due to inflation prices, I would not get the same pricing as I did on boxing day. I found a similar couch in terms of quality and comfort. I was offered the same price as I had paid for the original ordered couch. However, I was still missing the pull out sofa bed option. I asked if an ottoman can be included with the newly chosen couch, so that I can have the same type of couch that I originally ordered at the same price. I was told by the manager that could not be done and they were "going above and beyond for me". I have cancelled my order because I cannot wait 1 year for a couch and I am frustrated with what I was told. Going above and beyond means giving your customers a 1.5 year wait on a couch, and not providing an equal trade for the inconvenience?
  I am submitting a complaint because I think this is unfair. I was mistreated as a customer. I lost out on other sales, I have no couch, and I do not want to pay more money for a lesser quality couch.

  Business Response

  Date: 19/07/2022

  Hello,
  The client made a purchase at the Sudbury Brick location on
  December 26 2021 for many items, including an Izzy 2 piece sectional.
  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 therefore 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 the client informed of expected shipment dates and estimated dates of
  arrival.
  Unfortunately, due to manufacturing delays, The Brick was
  notified on July 12th 2022 that the Izzy sectional would be delayed
  until approximately June 2023. The Izzy sectional was cancelled and the client
  was offered the following options:
  The Morty sectional for the same price the client paid for the Izzy. This is approximately $1200 off the retail price OR
  The Carter sectional which is a lower price that what the client paid for the Izzy.
  
  The client asked for the Morty ottoman to be included for no
  additional cost, but due to the discount on the sectional itself, this is not
  an option.  The client was offered a
  discounted price on the ottoman if she wished to purchase it.
  At this time, The Brick believes it has been more than fair
  in it’s offers and cannot offer any further discounts on the above
  options.  If the client would like to
  proceed with on of the above offers, we would be happy to have a manager reach
  out within 48 hours of acceptance through the *** to assist.
  We apologize if we haven’t been able to meet the client’s expectations
  for service and hope they understand.
  Thank you!

  Customer Answer

  Date: 20/07/2022

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

  I do not believe I am getting a fair deal. The new couch and price is offered as a trade from the previous couch, based on the current price. On December 26 2021, it was boxing day and many couches were on sale. It has been 7 months now, and most of the couches have increased in price due to inflation. I do not want to pay the same amount for a couch that does not have the sofa bed feature, and after a 7 month waiting period. I asked for an ottoman to be included at no extra cost, to accommodate the loss of the "sofa bed" on the previous couch. The ottoman was offered to me at $471+ tax.

   

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

  Business Response

  Date: 21/07/2022

  We certainly understand the client's disappointment, but The Brick has made 2 offers we believe are very fair and are unable to provide the customer with a free ottoman.  The ottoman retails at $899.97, is currently on sale for $599.95 and the client was offered a price of $471.00 plus tax.  We believe this offer is more than fair and cannot reduce the price offered already. We apologize that we are not able to meet the client's expectations for service.

  Thank you!

  Customer Answer

  Date: 22/07/2022

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

   

  I am not asking for free furniture. I am asking to receive a compromise for what I originally ordered, and have been waiting months for.

  I am disappointed that the Brick cannot provide this, at not extra charge to me (the customer).

  I will be cancelling my order, and because of this experience, I will no longer be purchasing from the Brick in the future.

   

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

• Initial Complaint

  Date:18/07/2022

  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.

  I purchased a queen sized platform frame and a queen sized mattress on July 5, 2022; ******* ****** ***********.
  Platform arrived on Thursday July 7, 2022, no issues.
  Mattress arrived on Friday July 7, 2022 and was set up.
  Within 30 min. of set up, I noticed that the stitching in the quilting of the mattress was coming apart. Immediately called The Brick at the number they provided: ************ time: 2:23 pm. Spoke to **** and explained to her what was happening with the new mattress just delivered.
  **** explained that the mattress was a Clearance item and as such, was a purchase considered "as is". That is where the issue lies.
  
  When in the process of deciding on which mattress to purchase, I worked with a salesperson named *****. Saw mattress I liked, on sale (Stearns and Foster Foundation Collection; Crystal Palace Luxury Firm Pillowtop. The sale price was $1999.99. Then saw the same mattress marked "Clearance" with a price of $1598. I asked: "Here is the same mattress even cheaper; why is this one cheaper?". ***** replied that it was cheaper because they had two of the same mattress on the floor and they had to get rid of one of them. So naturally, I thought "Great for me!". There was no mention that the sale was an "As Is" sale nor that if I weren't pleased with the mattress that I couldn't take advantage of their 90 day mattress guarantee. No "AS IS" marked on the signage (see photos)
  
  - **** put over to **** the ******* ** *****.
  - he said that I should have known that it was an "as is" purchase and that it even says so on my bill (which it does).
  - entire process to complete the transaction was 30+ minutes and I received the paper work after this lengthy wait - again, there was NO mention, discussion or otherwise that this was an "AS IS" sale
  - **** told me to talk to **** - ** and that **** would call me Monday
  - I called THEM 2x Monday, 4x Friday; no one picked up and no **** call
  Tired of chasing them to obtain a suitable resolution.

  Business Response

  Date: 26/07/2022

  Hello,
  The client purchased an AS-IS mattress at the Newmarket
  Brick location on July 05th 2022.  This was delivered to the client’s residence on July 08th 2022.
  The client reported on July 08th 2022 that the
  mattress was defective and the purchase location requested pictures of the defects.   Upon reviewing the pictures, which
  showed the stitching was loose, which was how the mattress was sold, and the
  client was informed that as this was purchased AS-IS, that all sales are final
  and the sleep satisfaction guarantee does not apply to As-is purchases.  The policy conditions can be reviewed here https://www.thebrick.com/pages/satisfaction-guarantee.  The client was also informed that if the mattress
  was defective, they could file a warranty claim online.
  At this time, as a goodwill gesture, we would like to offer
  the client a one-time reselection.  The
  customer will have 14 days from the acceptance of this offer through the *** to
  reselect.  Any price difference and transportation
  costs will be the responsibility of the client. If the client would like to
  accept this offer through the ***, we will have a manager reach out within 48
  hours of acceptance with the next steps.
  We apologize for this experience and hope the client finds
  this offer acceptable.
  Thank you!

  Customer Answer

  Date: 26/07/2022

  
  
  ********** ********
  
  
  
  While I appreciate that there has been a response from The Brick, the resolution proposed by them will result in me incurring MORE cost to resolve this issue.

  I would suggest that as a concession that I will pay the $400 additional cost which was the sale price of the mattress (not the Clearance one I received) and they provide me with a brand new mattress.  I do not want to pay any additional fees for delivery/ exchange or whatever on top of that.  
  I think that is a reasonable compromise.  They get to more money from me and I will be satisfied with the exchange. N.B.  That assumes that the replacement mattress is in fact brand new and in good condition.

   

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