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Business Profile

Furniture Stores

The Brick Warehouse LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:17/01/2025

      Type:Delivery Issues
      Status:
      Answered
      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: January 2nd Company ordered from: The Bricks Amount: 281$

      Business Response

      Date: 18/01/2025

      Hi Team,

      The contact information that this customer provided us with does not match any records in our system. Could this customer please provide the sales order number and/or the phone number used to make the purchase?

      Thank you!

       

    • Initial Complaint

      Date:16/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 had purchased a couch from the brick and received it two days ago. We saw it online but ordered it through the store. We were not able to test the couch as they do not carry it anywhere in store to try out. When we received it it was horribly uncomfortable and we wanted to return it we were told we couldnt once it was out of the box. We were not made aware that furniture is final sale. No one told us and its not even on the receipt. I believe they withheld information to make a sale as we spent ******* on the couch. How are you supposed to be satisfied with a product you cant try until you get it and have it set up to try it out. I talked to the manager and he kept saying it was just policy, but like stated before it was never mentioned to us. Had we known we couldnt return the couch we would have never bought it.

      Business Response

      Date: 16/01/2025

      Hi Team,

      All the details regarding this policy are clearly mentioned on the website for customers to review. We recommend that customers visit our website to obtain more information. The store's decision will remain final and unchanged.

      "If your product is still in its original sealed packaging, with the exception of As-Is products, special orders (MTO) or sleep accessories, we will return it for a full reselection credit or refund within 7 days of the original delivery or pickup".

      We consider this ticket closed from our end.

      Thank you!

      Customer Answer

      Date: 16/01/2025

       
      Complaint: 22819188

      I am rejecting this response because:

      When purchasing an item in store we were never told about going online to review the policy. It should clearly be stated by the sales representative when a customer purchases a product that it is final sale. This was never mentioned nor were we told to review it online. I believe this to be withholding information to make a sale.


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

      Business Response

      Date: 25/01/2025

      Hi,

      This customer was provided with all the information regarding the policy. It is customer responsibility on reading fine prints and terms of services as part of consumer guides. The Brick follows legal procedures with all policies pertaining to national and provincial consumer laws. All of our guidelines and policies are carefully created by our legal team to create an efficient and fair service for all customers. They are viewable online and *************************. If you have any questions, you are welcome to visit us on live chat, in-store or give us a call. We consider this case closed.

      Thank you

       

      Customer Answer

      Date: 27/01/2025

       
      Complaint: 22819188

      I am rejecting this response because:
      We were not given any information about the policy unlike they are trying to state.
      Sincerely,

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

    • Initial Complaint

      Date:15/01/2025

      Type:Product Issues
      Status:
      Answered
      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 bought a tv from the brick and upon review of the product i pointed out a blemish. The employee who was helping me with the purchase had assured me it was just bubbled up protection film. Once the tv was at my home i inspected a little further and the bubbled area was a cracked screen. The brick is now blaming me and will not exchange for a functioning tv. I feel robbed and completly at a lost for words. This is not right and they need to be held accountable.

      Customer Answer

      Date: 15/01/2025

      Hi ,

       

      I bought the tv on january 13,2025

      There is video footage of the employee rubbing his hands on the affected area at which point he told me dont worry about this it is just protection film. I had a discussion with the manager and he told me that he might have honestly thought it was just protection film and it was up to me to correct him.he then mentioned that i did not transport the tv properly. However 2 employees from the brick loaded it in to my truck and once again the manager said it was up to me to ensure that the employees knew what they were doing. Ive been reading reviews on ****** and this seems to happen often. Almost to where it seems they are directed to refuse any exchanges.please help this is so unsettling it feels criminal.especially if it is built into their culture.

      Business Response

      Date: 16/01/2025

      Hi Team,

      The customer has been provided with all the necessary information by the store team. The customer confirmed that they transported the TV in their truck to their home, which is located out of town. The store informed the customer that the method of transportation used for such a large TV, especially considering the distance, was not ideal and posed a significant risk of damage. The customer also inspected the TV and was satisfied with its condition at the time of pickup; therefore, we cannot be held responsible for any damage that occurred after pickup. The customer visited the ********************** and spoke with the manager. We have made efforts to explain to the customer that the damage was likely caused by the TV being repeatedly struck by the tailgate of the pickup vehicle during transportation. All relevant information has been communicated to the customer by the ********************** team, and we consider this case closed from our end.

      Thank you!

    • Initial Complaint

      Date:13/01/2025

      Type:Billing Issues
      Status:
      Answered
      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 made a purchase with the brick where I was informed to sign up for a Flexiti card, however, how the agreement discussed was different than the payment once I signed on. The salesman said that if I sign up for the card, Ill be able to make interest free payments of $99 per month for 48 months. My first bill, they billed me $260 for the payment instead of the $99.00, I made this payment on November 24th, 2023 and payments of $100 each for the 2 months following. On January 29th 2024, I received a call from flexiti informing me that Im behind on my payments and in order to receive 0% interest on my payments, Id need to make a payment of $213 that same day, I immediately made a payment. Feb - October, I made a payment each month, as low as $100 and as high as $245.28(attached). In October, they sent me a statement (attached), which showed my amount to pay to avoid interest but the amount seemed to be very high considering how many payments I had made. When I received my November statement (attached) it only decreased by $38.34 even though I made a payment of $150 in October. The total on my brick credit card was $3093.62, considering the total I paid to date. I was surprised to see that my total only reduced to $2,325.05 and that the only way to avoid interest charges was to make a payment in full, this was very different to what I was told when I first went to the brick to sign up. I made ******************************************** October I applied for service with my bank that was rejected because I only made 6 payments to flexiti this destroyed my credit. When I contacted flexiti about all my concerns, they said they cant help me and to contact the brick. I went to the brick to ask about this and they said they cant help and to contact flexiti. I've spent countless going back and forth to sort this out and no one will help me. Also, I was told if I bought a mattress cover, the pillows would be free. Per the receipts, I was charged for each pillow.

      Business Response

      Date: 16/01/2025

      Hi Team,

      The store team has provided all relevant information to the customer. We do not have access to the customer's Flexiti statements. Furthermore, the customer opted for ************* and received the *** kit as indicated on the invoice. The customer may be making the payment online each month; however, the store does not have any records of payment on file. Regarding the pillows on the invoice, the customer purchased the package deal that included the bed frame and the box spring. The store team has supplied this customer with all the necessary details and information. We consider this ticket closed from our end.

      Thank you!

    • Initial Complaint

      Date:09/01/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      -November 29th I purchased a ********** from The Brick -It arrived at our house on December 6th and were told that we had 48 hours to contact The Brick if there are any issues -26 hours after the drop-off, on December 7th we turned on the tv and there is internal damage, there are lines and cracks along the screen as well as external damages where there is a cracking air socket at the top of the screen that I did not create -We immidiately notified the sales represtentative and they said that there was nothing they could do because it is external damages and the warranty doesnt apply for that, and they suggested that we contact ******* directly -******* said that there was nothing that they could do to help as they were not the original sellers -They told us we could send in photos but the external damages arent seen well on camera so they then asked for more photos on the 10th of December, then finally asking for us to bring the TV to their physical store for them to look at -They said that there was nothing they could do for us at the store, because the delivery team took a photo of the tv before they left our house where they dropped it off -After much refusal they finally showed the singular photo that they took, its similar quality to the photos I provided and doesn't show that it was undamaged at delivery. They refuse share this with us by email or printout suggesting that they are hostle with their evidence -We have made our Lawyer aware of the situation and are in efforts to get them involved -Their negligance to reach out with an update also suggests theat they are not taking my requests seriously although I have sent many emails requesting that action needs to be taken to come to a resolution -I have threatned to involve lawyers and the BBB and they do not seem to care -The continued delay is not only frustrating as we are loyal customers but it's also damaging my financial situation and affecting my credit.I can provide further photos upon request.

    • Initial Complaint

      Date:06/01/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We bought a desk and dresser on Dec 2 as a Christmas present for my daughter. We did not unbox until Dec 25. The dresser was broken out of the box. It is built out of square by over .5" and is too wide for the drawers. The hutch also had a chip. They offered to replace the dresser. I paid $100 for delivery and when it arrived it was also broken. They have a policy that furniture can only be returned 2 days after purchase. This was a present and because of that they gave me a really hard time getting the broken dresser replaced. They offered $100 or $150 in store credit first. This is an unusable piece of furniture. The replacement was also broken. Today they notified me both items are discontinued and they only thing they can do is let me pick out another dresser. They will not provide a refund. I am a working class dad who bought this as a Christmas present and due to their policies my daughter has to have a mismatched bedroom set for the next 5 years. I just want a full refund. It's reasonable after getting 2 broken pieces of furniture. My daughter deserves what we paid for. The supervisor ******** from the Whitby store is a coward who can't even call customers back and is upholding the ********************** policies instead of understanding the Brick has screwed a family he has the power to make it right but he won't. I hope head office is happy they have trained staff to be heartless and ruin a families Christmas. Please escalate this to human resources please

      Customer Answer

      Date: 06/01/2025

      They have agreed to refund the money once I sent them this complaint. 

    • Initial Complaint

      Date:06/01/2025

      Type:Delivery Issues
      Status:
      Answered
      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 first purchased a couch back on September ******* with the intention of having our full couch BEFORE Christmas as it was promised, otherwise I would not have bought it. After I paid $1000 deposit, I was told to come back and pay for the remaining amount (2864.89$) ASAP as I would have priority over people who only paid part of it. Which was clearly a lie and an unethical deceiving way to secure my money ahead of ********* forward to the 14th of December we only received part of the couch, even after I said i did not want 2 parts of the couch to sit in the middle of my house while we waited who knows how long for the remaining. I was told if I was waiting for them to have all 3 pieces at once and delivered at the same time i would never get it as they never have ***** they came and delivered 2 out of 3 pieces on December 14 after I ended up being forced to accept partial delivery.Once contacted, we were told the last piece wouldnt be available until December ******* has since been changed to the 2nd of January 2025 and now again to the 10th. This is absolutely unacceptable.Apparently they have a no refund policy and have refused to pick up the pieces and issue a refund and tell me to just wait for it. Holding on to peoples money without delivering a product is stealing. I would 100% prefer to get my product rather than have a refund, but seems impossible as they keep pushing back dates. At this point I couldve taken my money elsewhere, but they will not refund nor deliver my product after months of lying to me. This has put a lot of undue hardship and stress onto our lives and consumed time as I contact them every week for updates. At this point they should deliver my couch with a hefty discount for the trouble they have caused me and my family

      Business Response

      Date: 09/01/2025

      Hi,

      The customer has been provided with all the necessary details by the store team. The delivery date for the product is set for January 11, 2025. We would like to inform you that all dates mentioned on the website or provided by any sales agent in-store are always tentative and subject to change. This depends on the shipping schedule of the manufacturer. Once the product is shipped and in stock, the store team will contact the customer immediately to confirm the final delivery or pickup date as per the customer's preference. Since all dates are tentative and expected, we do not offer discounts for delays. We can see that the delivery date is set for January 11, 2025, and we consider this case closed from our end.

      Thank you

    • Initial Complaint

      Date:02/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The Brick has a policy that they price match all competitors and beat them by 20% of the price difference. ***** offers the product for 1398 and I bought it from the Brick for *******. I would like a price match and an additional 200$ off (20% of 1000$ which is the difference). I went to the local warehouse and they said they would only price match it. This is false advertising.

      Business Response

      Date: 04/01/2025

      Hi Team,

      This issue has been resolved by the store team. We consider this ticket closed from our end.

      Thank you!

    • Initial Complaint

      Date:02/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have file a case for a replacement or to fix my mattress purchase and bed frame from the brick. I purchased an extra warranty from the brick. A representative came to take photos to submit the claim. I contact an online representative to ask if it has been approved which they stated it hadnt due to stains. I told them there are no stains on the mattresses it is water which is now dry. I even said they can come back and see for themselves that the mattresses isnt stained. There is a spring sticking out of the mattress and the bed keeps breaking down on the left side of the bed I have provided proof of everything I have paid so much for a product and with extra warranty but they say they cannot fix the issue due to a stain that isnt a stain I have proof of all of this I would like my bed fixed and mattress replaced is all I wanted I paid for warranty it should be fixed please help.

      Business Response

      Date: 04/01/2025

      Hi Team,

      This customer has been provided with all the information for the team. The warranty claim is reviewed by the appropriate team, which then arrives at a decision. All mattresses come with a manufacturer warranty, and customers do not pay extra for this warranty. The customer stated that they purchased a warranty on the mattresses; however, the mattress automatically includes a manufacturer warranty. The team noted the stain on the report, which is not covered under warranty. If the customer has any issues, we can advise them to fill out the warranty claim form again. The team's decision will remain final and unchanged. We consider this case closed from our end.

      Thank you!

    • Initial Complaint

      Date:02/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Brick offered $600 (27% of the invoice) as a goodwill credit for a paid 5-year warranty when we were still within the warranty period. At the time of purchase, it was advised that the warranty package include like for like replacement or full store credit/refund if anything happens to sofa even if it is accidental rips. After months of back and forth, were advised that the warranty claim we submitted is not valid because the sofa that we were sold as genuine leather is not genuine leather. This is double consumer fraud as even today if you audit Bricks website, all similar sofas marketed as genuine leather and when they sell the warranty consumer is advised full coverage as obviously agents get commission to sell warranty. Please feel free to contact me for additional details. This was very frustrating as a consumer.

      Business Response

      Date: 14/01/2025

      Hello,

      The warranty provided is a repair warranty that includes a pro-rated settlement in situations where a repair is not feasible. Our warranty terms and conditions do not state that a complete exchange is available in all cases, as this is not our policy. The customer did not report the issues with their product within the 14-day timeframe specified in our warranty guidelines, which would have entitled us to deny this claim outright. However, as a gesture of goodwill, we offered a $600 credit to assist the customer in repurchasing another product. We will not extend our offer beyond this amount and consider the matter resolved.

      Thank you

      Customer Answer

      Date: 22/01/2025

       
      Complaint: 22724018

      I am rejecting this response because: It is frustrating the way Brick has handed my warranty claim. They declined my request, citing late reporting and that the recliners are not genuine leather. This is not accurate. We have purchased multiple products over the past five years. It makes no sense for us to falsely claim just the recliners. This ordeal has eroded our trust. We urge the BBB to consider this matter seriously and facilitate a fair resolution, and holding Brick accountable for its business practices. 

      Please refer to my detailed response in the attachments along with email communications that  I had with Bricks Warranty Manager

      Sincerely,

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

      Business Response

      Date: 22/01/2025

      Declined, see previous response.

      Customer Answer

      Date: 22/01/2025

      Complaint: 22724018

      I am rejecting this response because: I am highly frustrated with the unjust denial of my warranty claim and the professionalism of the Brick's personnel handling this complaint.

      If this issue is not resolved promptly, I will not hesitate to exercise my rights as a consumer and take one or all of the following next steps:

      1.Reach out to my local consumer protection agency or the Office of Consumer Affairs (***) in *******
      2. Consult with a consumer rights attorney to explore my legal options.
      3.File a complaint with regulatory bodies such as the ****************** in *******
      4. Reach out to consumer advocacy reporters or local media outlets. 

      I sincerely thank the BBB for their efforts in trying to mediate and help resolve this issue.

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

    The Brick Warehouse LP is NOT a BBB Accredited Business.

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