Business Profile

Furniture Stores

The Brick Warehouse LP

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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.

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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:21/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Jan. *, 2021, I purchased a Laundry Centre ***** from The Brick for $*******. I also purchased an extended warranty for five (5) years at a cost of $ *** from **************. In October, 2024, the washing machine stopped working. I called King and State and their technician came out and fixed the problem but after he left, I noticed that the front panel of the washing machine was separated from the side panel and would not go back into place. I phoned The Brick and they said I should contact the warranty company, ***************I corresponded with Michayla Rochester at ************** on a number of occasions in October of 2024. On October. ****, she told me that my complaint was sent to the management team for the technicians (Transglobal). Event Number ********. As of February, 2025, nothing has happened. I have made repeated phone calls to both *********** who say it isn't their responsibility and to King and State who gave me the warranty and nobody is taking any responsibility for the damage to my washing machine's exterior panels. I want the exterior panels fixed or replaced as my machine has no resale value in this condition.
Business Response
Date: 10/03/2025
Hello,

Upon reviewing the situation, we noted that the repair was completed in March, and the follow-up call occurred in October. This timeline significantly exceeds the guidelines for claims. Nevertheless, we escalated this matter to the Manager and Supervisor for further investigation.

Please be advised that we have attempted to contact the customer twice via phone and email on March *, 2025, and March *, 2025, regarding the complaint received. Unfortunately, we have not received a response from the customer to address the issue.

Thank you
Initial Complaint
Date:18/02/2025
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.
Purchase a washer/dryer set at The Brick August 9th/24 delivered to me Aug.17th, it was a Midea set, purchased extended warranty due to a previous machine I had purchased elsewhere had died at 1 year old salesman told me I would be covered as if they cannot repair they would replace machine, reason I purchased it. January 5, 2025 the machine stopped spinning, called for repair, waited 10 days for service call, where I was told they will have to order parts. Feb.7th received call to say they have parts (3 weeks), they booked service call to install parts Feb 24th (another 3 week wait). The actual technician called me himself and setup for the 10th of Feb. He came and tried the 3 parts they ordered and it did not repair the machine. Now want to order more parts and if I wait for parts and repair again another 6 weeks, what if does not fix again. I bought a new machine and within 5 months stopped working. I feel machine should be replaced but manufacturing has not responded in a weak and I went to the Brick and they say they cannot help as it is manufacturers warranty. Meanwhile I am having to go to laundromat even though I have a washing machine that is only 6 months old.
Business Response
Date: 19/02/2025
Hi,
We can see that this product is covered by a manufacturer warranty for under one year. If any appliance experiences an issue within one year of receipt, the matter should be discussed with the manufacturer of the product. The extended warranty begins once the one-year manufacturer warranty has expired. If the customer needs to escalate the issue, it must be addressed with the manufacturer, who will assist them with the next steps. We consider this case closed from our end.
Thank you
Customer Answer
Date: 19/02/2025
I reject their response, we both know it is under manufacturers warranty. Manufacturer us giving me the run around, first order of parts took 3 weeks and then 3 weeks to wait for service call to install these awaited parts. Then to find out they did not fix the machine, now want to order more parts, how long a wait not sure, has been 9 days already, then wait to get parts installed with the hope these parts will work to fix machine. How long should I have to wait for a working machine, almost 2 months now and machine was 5 months old when it stopped working. I have asked 3 times now to speak to a supervisor with no action. If the Brick is selling the product they should back their product to satisfy customers. I asked ********************** if I could return the set and they said no
Customer Answer
Date: 20/02/2025

Complaint: 22953394

I am rejecting this response because: I reject their response, we both know it is under manufacturers warranty. Manufacturer us giving me the run around, first order of parts took 3 weeks and then 3 weeks to wait for service call to install these awaited parts. Then to find out they did not fix the machine, now want to order more parts, how long a wait not sure, has been 9 days already, then wait to get parts installed with the hope these parts will work to fix machine. How long should I have to wait for a working machine, almost 2 months now and machine was 5 months old when it stopped working. I have asked 3 times now to speak to a supervisor with no action. If the Brick is selling the product they should back their product to satisfy customers. I asked ********************** if I could return the set and they said no

Sincerely,

******* ******
Business Response
Date: 20/02/2025
Hi,
As previously mentioned, the manufacturer of the product assists the customer if the appliance is under a one-year manufacturer warranty. If they wish to escalate this issue, it must be done through the manufacturer of the product. We advise the customer to contact the manufacturer for further assistance, as this product is still under one year of manufacturer warranty coverage. We consider this case closed from our end.
Thank you
Customer Answer
Date: 20/02/2025

Complaint: 22953394

I am rejecting this response because:
As mentioned before the manufacturer is not providing a replacement machine and the service is on hold.
I paid cash to The Brick for washer and dryer and it is not working (washer) manufacturer is avoiding me, so the point of sale (the Brick)needs to provide customer service. Choices being;
1 replace the broken machine with new.
2 allow me to return for full amount I paid, including extended warranty and i will be happy
Yesterday i had to go to laundromart in all this snow we have gotten in last week. I have damaged my knee now carrying baskets through snow to get to laundromart and back. I should be able to do laundry in my basement in my new machine.

Sincerely,

******* McEwan
Customer Answer
Date: 20/02/2025
I received a call today from the manufacturer Midea they have decided to replace my current washing machine.
So thank you fir your assistance in this matter.
Initial Complaint
Date:06/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 3rd, I contacted ***** ****** at The Brick, with whom I had previously conducted business, to inquire about purchasing three 32-inch Smart TVs. After discussing my requirements, the salesperson recommended a specific brand. Trusting his expertise, I proceeded with the order, provided my credit card information, and completed the *************** TV was in stock, while the other two needed to be ordered. Once all three were available, I picked them up and had them installed a few days later.Unfortunately, upon installation, I immediately noticed that none of the TVs were Smart TVs as requested, and one was completely non-functional. I promptly contacted the salesperson, who informed me that the sale was final and no further action could be taken. I requested to speak with a manager, but was told she was unavailable. Despite leaving multiple messages, I have yet to receive a response.This situation is unacceptable. I am simply requesting that the TVs be replaced with the correct modelsSmart TVs that meet my original request and are fully functional. I am not seeking a refund, only an equitable resolution to this issue.I appreciate your prompt attention and cooperation in resolving this matter. Please contact me directly at [your preferred contact information] to discuss the next steps.Order # *****CGWOOJ
Business Response
Date: 08/02/2025
Hi,
The store team has contacted this customer twice, leaving a voice message on each occasion. According to the details, the store team was not informed during the customer's call that the product was in working condition. The original phone call from the customer indicated that they were dissatisfied with the quality of the product, and there was no mention of any issues regarding its functionality. At the time of sale, the customer informed the salesperson that they wanted the cheapest TV model available, which is what they received. It was clearly explained to the customer and noted on their invoice that these products are final sale. We recommend that this customer reach out to the ********************** directly for further assistance, as the store team is awaiting a response from them.
Thank you
Initial Complaint
Date:03/02/2025
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 the loveseat for 2 days it started to wear sagging and material worn out
Customer Answer
Date: 03/02/2025
yes I have reached out to the brick
Customer Answer
Date: 03/02/2025
yes I have reached out to the brick
Business Response
Date: 05/02/2025
Hi,
This customer has been provided with all the information by the store team. The store team has created a technician event for this issue and will follow up with the customer accordingly. We consider this case closed from our end.
Thank you
Initial Complaint
Date:03/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
With lot of pain I am writing this email. I have purchased a firm mattress from Brick on 7th Sep 2024 especially for my wife who was pregnant at that time. I went to the store and requested for a firm mattress and I ordered the mattress mentioned in the invoice.But to my surprise the mattress which I received from Brick delivery service was different than what I saw in store. It is not at all firm. It is worst quality and sinking down like anything. My wife could not able to sleep on that mattress more than 1 hour even on the first day due to the worst quality. Even after delivering our baby in January she could not able to sleep on the mattress for a single minute due to the worst quality of the mattress. We are not able to use the mattress since Sep 2024. Its not worth of 100 CAD even. I called Brick customer service on this to return the ********************** but they replied very rudely that it cant be returned. And the exchange they are offering for a firm mattress costs 2200 CAD which is a huge amount for a ********** person like me. When I said them that I would complaint in consumer service they said We are biggest furniture store in ****** you cant do anything with us. While purchasing they never mentioned that it cant be returned. There is no business in ****** which doesnt have a return policy irrespective of the price. I called customer service after 1 week of purchase but they didnt help me and I got busy in my wifes pregnancy and delivery so didnt get time to complaint in BBB. Since last 4 months my wife and I are sleeping on Sofa bed and going through mental and physical stress due to the cheat full activity by BRICK. Please help me. 1000 CAD is such a huge amount for us that I cant even buy a new mattress nor can discard it even. For ********** person like us BBB is the only source of help to get justice against such giant stores in ******. Kindly help me getting the refund of my hard earned money.
Business Response
Date: 13/02/2025
Hello,
The original mattress sale (Invoice #******AIPJT) was for $879.95, with tax bringing the total to $994.34. The paperwork for a return was created for a reselection of the mattress for the same amount.
The customer then selected a new ********************** (Invoice #******AUBUY) for a price of $1,989.50. According to the salesperson, the customer then decided to void the new sale as it was too expensive and they did not want to pay the difference.
We acted in accordance with standard policies here. We are always happy to assist a customer in reselecting a new ********************** more suited to their needs within 90 days of delivery. We cannot however be expected to pay the difference if the mattress a customer wishes to reselect to is more expensive. This is not a reasonable request and our decision is not changing. We consider this matter closed.
Thank you
Customer Answer
Date: 15/02/2025

Complaint: 22891195
Thanks a lot BBB Executives who are taking care of the case.
But I am rejecting this response because: I am not at all satisfied with the response from Bricks.
I have already mentioned in my original complaint that the reselection offered by Bricks was useless for me since it was almost 2300 CAD which is huge huge amount for me a this is more than my pay amount.
But for a middle class family where I am the only person who is working, 1000 CAD is also a huge amount. I have expensed the huge amount just to give a comfortable mattress to my wife during her pregnancy and after delivery too.
But Bricks has shown me a product but delivered me a duplicate product than the showpiece in showroom.
Howcome a 1000 CAD Firm mattress has almost no firmness just after 15 days. This is clearly a high level cheating by bricks on the name of replacement and no return policy.
i dont know what my family ll do now, since we are not sleeping on the mattress because of the worst quality and neither I have money to new another mattress. Please help to refund my hard earned money.

Sincerely,

******** *****
Initial Complaint
Date:03/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I are senior citizens who went to the brick on Boxing Day to purchase a large tv We were promised free delivery so we ordered the tv a sound system and a wall mount to accommodate the size of the tv . The wall mount was not delivered with the tv They hadnt called me so I called them The lady in customer service said she would look into it and let me know I asked to speak to a manager and was told they were all busy with customers I than went with my wife back to the store which was not busy and we were able to find a manager He had us wait about twenty minutes wile he looked into it , we were told that only the Newmarket store had one and we would have to go there and get it I asked compensation for the inconvenience it cost us but was told that the manager would look into it The next day I was informed by customer service that the wall mount was definitely at the ********* store and I could pick it up After travelling an hour and arriving at the store that the customer service did not have any information regarding the wall mount I called the Barrie store and asked to speak to the salesman but was told that he was too busy to talk I told her to put him on the phone because I had been lied to about the wall mount and demanded he explain why She hung up on me so I called back and another woman answered and immediately scrutinized my conduct I asked to speak to a manager and she said she was a manager I asked for her name and she refused to give it and than hung up on me I was approached by the manager of the Newmarket store and I explained how we were mistreated by the Barrie store and she offered to help She looked into my transactions and found that the Barrie store hadnt even ordered the right wall mount The gas used was approximately twenty dollars and the cost of our time and aggravation should be a hundred dollars in my opinion We would accept a store credit to any brick store as a resolution that would bring us back as a customer
Business Response
Date: 05/02/2025
Hi,
The customer has been provided with all the information by the store team. The customer was aggressive over the phone and was unwilling to accept or listen to the options being offered by the store team. The store team has already assisted the customer in selecting a product with preferred pricing as a gesture of goodwill. The store manager found a wall mount that fit the customer's TV, but the customer declined. The Newmarket location has helped this customer in selecting a new wall mount. We will not be proceeding with any further steps, as preferred pricing has already been offered as a gesture of goodwill. We consider this case closed from our end.
Thank you!
Customer Answer
Date: 05/02/2025

Complaint: 22889165

I am rejecting this response because:

Sincerely,

**** *******
contrary to the bricks response the store had not even ordered the right wallmount . This I found out after I was given the runaround at the ***************************** and was and subsequently was told that I could only get the mount at the Newmarket store at my expense . After wasting my time and sending me there , where the customer service had no knowledge of my situation I called the Barrie store to find out why .I was told over the phone that there was no way of talking to the salesman or manager
only then did I get frustrated and raise my voice . Is it there practice to agrivate a customer until they get frustrated and than blame the customer for the *********************** incompetence
I never refused the wallmount at the Barrie store as they say but did get assisted by the manager of the Newmarket store who informed me that the wrong wound was ordered by the Barrie store in the first place
the mount never even came to my door when it should have been free delivery in the first place

i only ask for what they cost my in my time gas and aggravation for what was the bricks screwup in the first place

Business Response
Date: 06/02/2025
Hi,
This customer has been provided with all the necessary information by the store team. The customer was assisted in selecting the product accordingly and was offered preferred pricing as a gesture of goodwill for any inconvenience. The Newmarket location has helped this customer in selecting a new wall mount with preferred pricing. We will not be moving forward with any further steps and consider this case closed from our end.
Thank you!
Customer Answer
Date: 08/02/2025

Complaint: 22889165

I am rejecting this response because:
When we ordered our tv on Boxing Day,we also ordered a wallmount that would have 15 degree forward motion.we expressed clearly that we didnt want a full motion mount and were assured that the right mount would be sent to our home free delivery . It was the fault of the brick that it did not come to our door as promised . The bricks team as they put it, did not take responsibility but offered only avoidance in resolving the issue and at one point while we were at their store, tried to give us a mount that was not the one we ordered( perhaps that was the one in their claim we refused to accept) . We refused that one because we didnt order that one.After sending us on a wild goose chase to ********* and causing more frustration, we were able to find a manager there that tried to help us. And although she didnt have the mount we wanted she found a full motion mount that had the forward motion we wanted .out of frustration and the need to get the tv off our floor, we bought the more expensive mount and were given a discount because it wasnt the mount we ordered. And than we were informed that the wrong mount was ordered in the first place by the arrow store team.We still payed more than the mount that we ordered originally
If the brick believes that their stores should not take responsibility when they make mistakes and would rather make it look like its the customers fault by avoidance and agrivation, than they will surely lose business.I believe this matter is still unresolved and will not return to their store as they refuse to take responsibility for their actions. I have looked for a reasonable compromise but they are completely unwilling to do their part

Sincerely,

**** *******
Business Response
Date: 19/02/2025
Hi Team,
The customer has been provided with all the necessary information by the store management. The manager made every effort to find a solution that would meet the customer's needs, but the customer declined the offer. The ********************** also extended an offer for the product at a preferred price as a gesture of goodwill. The store's decision is final, as previously advised. We consider this case closed from our end.
Thank you
Customer Answer
Date: 20/02/2025

Complaint: 22889165

I am rejecting this response because:

Sincerely,

**** *******
my position has been clear from the start
The brick store in Barrie made every effort to waste my time and money while at the same time avoided their responsibility to serve a customer with decency and respect
they never recognized the mistake as theirs and if they had , they would have delivered the mount that I ordered as soon as they realized it wasnt on the delivery truck
instead they avoided doing the right thing and it ended up costing me far more than it should have for free delivery as promised by them
Customer service does not mean costumer agrivation . The brick in Barrie does not seem to understand that
Initial Complaint
Date:29/01/2025
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 recliner sofa from the Brick with a warranty. There was a warranty issue, they sent a person to look at it and all parties agreed this was a warranty issue and they would replace the sofa. The original purchase was May 20, 2022. The warranty inspection was May of 2024. Since that time I have been told, the casing for the seat is on order, then the sofa is discontinued (but you could still order it in store) then offered $435 in store credit to keep it as is, then that a new couch was ordered and I would get it on September 10th of 2024 and was required to pay another $50 for delivery even though I had paid for delivery originally and a further $50 for a new warranty on the new sofa which has never been received. I will add that the original sofa was $1898.09 tax in at time of purchase and that the salesperson reduced the price of the sofa by the warrantyamount of $249.99 on my invoice while telling me the warranty was free. September then they told me that a new sofa with the same material was available but the measurements were not the same and that I should inspect it to ensure it would work. I went in and checked it out (with a tape measure) and it was identical in every way to mine (this is when they charged me $100 for del and extra warranty). I asked for the floor model but was told they do not sell the floor models which I know is a flat out lie as I have 3 pieces of furniture that are floor models. So then they said it would arrive in December, then advied it was no longer available, then said if I was willing to wait they would have it for mid Feb 2025. Now today they have informed me that I am to return my current sofa before February 10th! Sure I will just put it on my 70 year old back and truck it down there! Also they have requested updated photos from the ones that their tech has took!I am at my whits end and dont know what to do. I sent them an email saying if they cant replace the sofa then they need to refund me in full pls help
Business Response
Date: 05/02/2025
Hi,
This customer has been provided with all the necessary information by the store team. In order for the team to proceed, the customer needs to send the updated photos of the sofa as well as return it before February 10. The team cannot proceed without reviewing the pictures of the new sofa. The customer must send the pictures and return the product before February 10, 2025. The store's decision will remain as advised and unchanged. We consider this case closed from our end.
Thank you!
Customer Answer
Date: 05/02/2025

Complaint: 22865610

I am rejecting this response because: ************ has now decided to replace the sofa as originally agreed upon. The delivery is to take place this Sunday.

Sincerely,

***** ****
Business Response
Date: 05/02/2025
Hi,
As mentioned by the customer, the ********************** team has created an exchange paperwork for this matter. We consider this case closed from our end.
Thank you!
Customer Answer
Date: 06/02/2025

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:23/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: 16 May, 2024 I originally bought a mattress from the Brick and it was too hard so they exchanged it for me and I bought a Nectar Premier Mattress, which had a 365 money back guarantee warranty. The Mattress I tried on the Shop Floor and what I received were 2 different Products. The Mattress I received was extremely Soft and I asked The Brick to exchange it. They refused, saying as per their policy they can only do one exchange for a mattress. However, for the Nectar Mattress the Brick advertised 365 day money back guarantee etc etc. Nowhere did it say this applies to 1st time buyers only. This is deceptive Marketing. I reached out to Nectar, who is the manufacturer of the mattress directly, they agreed to give me my money back if I was dissatisfied with the mattress as it was still under the Warranty Period. However, they said they do not have my money, The Brick has, so to contact the Brick and let them know this Mattress has a money back Guarantee. I contacted the Brick to let them know they could return the Mattress to the Manufacturer on my behalf and provide me with a Refund, since I was still under the Warranty Period. The Brick refused to cooperate, provide customer satisfaction and sent me away saying Sorry we cant help you'. This is exactly what the ****************** is investigating, with The Brick, concerns about their deceptive marketing whereby they advertise one thing and do another thing. I am very unhappy with this Mattress and the mattress is still under the 365 day money back Guaranntee. I would like the BBB to intervene on my behalf if the Brick could Exchange/Refund this mattress or provide for something that would suit my needs. All documents to substantiate my Complaint are attached.
Business Response
Date: 26/01/2025
Hello,
As is advised in our policy in full on our website here: ********************************************************************, and as the customer themselves mentioned, the exchange provided is a one time only exchange. We unfortunately cannot provide any further returns, refunds, exchanges, or settlements in this case.
Thank you
Initial Complaint
Date:21/01/2025
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 ******* Q990D from the brick for 1500 cad. After two weeks it started randomly turning off and not working. I attempted to start a return / exchange with the company and they refused to comply stating that I had 48 hours to do so. Which I was not advised of during purchase, also it wouldn't matter because it didn't happen until approximately two weeks later. I just want a working soundbar and not have to go through the ****** of an RMA or paying to ship it to ******* directly.
Business Response
Date: 25/01/2025
Hi,
This customer has been provided with all the information by the store team. All the details regarding this policy are clearly mentioned on our website for customers to review. We recommend that this customer visit our website to obtain more details on this policy. We consider this case closed from our end.
Thank you
Initial Complaint
Date:17/01/2025
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.
One of the worst experiences l've ever had.We bought a TV in The Brick The movers brought the TV around 6 pm on Saturday. They were in a hurry and when we asked if we needed to plug in and check it, they said No.The guy removed the cardboard cover and foam top and took the picture. The TV remained in the box until the next day. On Sunday evening we plan to hang it up. We took the TV from cardboard and foam completely and oh ..we saw a damage. Its hard to see the damage right away and we didnt pay attention on beginning when movers brought it to us. On Monday morning we hurried up to the store and explained the whole situation. The manager wasn't there. The girl in customer service took our claim and told us to wait until the manager called us.On the next day, the store manager called us and said that she would not help. She looked at the picture when the movers had taken and didn't see the damage just a reflection she told . We said that she could see it in the photo both ( what the movers did and the photo we took) . She didn't agree to replace the TV and wouldn't give us a refund. Seriously? Less than 48 hours had passed since delivery. What kind of professionalism can we talk about if they bring a broken TV and hand it into the buyers? This experience reflects a profound lack of respect for customers. I feel cheated and humiliated. Will you be able to protect the consumer's rights? I hope the truth will prevail.
Business Response
Date: 18/01/2025
Hi Team,
The customer has been provided with all the necessary information by the store management. A TV was delivered and inspected by the ****************. During the delivery inspection, the TV was confirmed to have no visible damage. However, the customer contacted us 48 hours later to report a crack on the bottom left side of the panel. After a thorough review, the claim for an exchange was declined, as the damage was determined to have been caused by an impact after delivery. The TV was deemed beyond repair. The customer escalated the matter to management, but the decision to deny the exchange was upheld. The warranty was voided, and a refund for the warranty was issued to the customer. The **********************'s decision will remain final and unchanged. We consider this case closed from our end.
Thank you!
Customer Answer
Date: 22/01/2025
I dont think well be able to reach a friendly agreement with The Brick. Their claim that we contacted them after 48 hours is false. We have documented evidence ( email with date and time 13 January at 12:35 pm) , showing that we promptly visited the store and filed a claim within 48 hours of delivery, as required. We have provided photos of the TV.
The first one was taken by the movers at the time of delivery. The second one was taken by us the next day. Both photos are identical, which proves that the damage was present at the time of delivery. The store manager claim that this is a reflection
doesnt correspond to the actual evidence shown in the photos. When zoom the photo you can clearly see the damage.
Yes, we have cancelled the TV insurance, because no point to keep it. Also we cancelled the TV wall unit that have not yet been delivered to us and waiting for refund.
We insist that the court carefully review the provided evidence, as it clearly demonstrates that the TV was delivered with a defect, violating our consumer rights and unfairly accusing us.
This is not the first issue weve experienced with this company.
Approximately 4 months ago we purchased a Fridge from The Brick, which was also delivered in a damage condition. Thankfully, the movers had not left , and the Fridge was returned immediately. However, it took several days of persistence calls and significant stress to resolve the issue and received a replacement. ( proof can show in the store report)
The current situation with the TV delivery further demonstrates a lack of accountability and proper customer service. As a loyal customer I am extremely disappointed by the repeated negligence. This misrepresentation is both annoying and unacceptable. We expect more accountability from a company of its size and reputation
Customer Answer
Date: 23/01/2025

Complaint: 22823112

I am rejecting this response because:I dont think well be able to reach a friendly agreement with The Brick. Their claim that we contacted them after 48 hours is false. We have documented evidence ( email with date and time 13 January at 12:35 pm) , showing that we promptly visited the store and filed a claim within 48 hours of delivery, as required. We have provided photos of the TV.
The first one was taken by the movers at the time of delivery. The second one was taken by us the next day. Both photos are identical, which proves that the damage was present at the time of delivery. The store manager claim that this is a reflection
doesnt correspond to the actual evidence shown in the photos. When zoom the photo you can clearly see the damage.
Yes, we have cancelled the TV insurance, because no point to keep it. Also we cancelled the TV wall unit that have not yet been delivered to us and waiting for refund.
We insist that the court carefully review the provided evidence, as it clearly demonstrates that the TV was delivered with a defect, violating our consumer rights and unfairly accusing us.
This is not the first issue weve experienced with this company.
Approximately 4 months ago we purchased a Fridge from The Brick, which was also delivered in a damage condition. Thankfully, the movers had not left , and the Fridge was returned immediately. However, it took several days of persistence calls and significant stress to resolve the issue and received a replacement. ( proof can show in the store report)
The current situation with the TV delivery further demonstrates a lack of accountability and proper customer service. As a loyal customer I am extremely disappointed by the repeated negligence. This misrepresentation is both annoying and unacceptable. We expect more accountability from a company of its size and reputation

Sincerely,

******** ********
Business Response
Date: 25/01/2025
Hi,
The customer has been provided with all the necessary information by the store team. We are not asserting whether the customer contacted us within 48 hours; rather, we are stating that upon inspection of the delivery, the TV was confirmed to have no visible damage. When the customer reached out to the ********************** team to report a crack on the bottom left side of the panel, the store team conducted a thorough review. The claim for an exchange was denied, as the damage was determined to have been caused by an impact after delivery. The customer escalated the matter to management, but the decision to deny the exchange was upheld. Management has already communicated their decision to the customer. This decision will remain final and unchanged. We consider this case closed from our end.
Thank you!

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