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

531 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:29/11/2024
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.
I was charged originally for the installation of stove top for ******. Remove and replacement of old. On the 31st of October the installer insisted on additional payment of ****** which was never discussed. He would not do the scheduled installment. I then got an offer for $70. I am a senior and I believe that I am being taken advantage off. I will send a picture of both receipts.
Customer Answer
Date: 09/12/2024
Having paid inFull for the Removal and Installation of a Cooktop ( ****** ) on Arrival the installer informed us that his
Fee would be $ ****** ). I promptly showed him the Receipt from the Brick and he then said he will contact his Boss
and get back to us. He went to his vehicle, Made his call and came back to let us know his Fee is now $400.00.
He went on to let us know that he and the other installers are very Busy and if we decline his Cost he did not hnow when
we will be able to get same done Since my Wife and I are both in our Ninety years and Because most of the Kitchen Stuff were
cleared to make room for the installation we had no choice but to allow him to do the job and Take things up with The Brick.
On Completion we paid him $458.00 and he advised us to call the Brick to request the return of our $179 .00.
Before we could contact the Brick we got a call from them offering us a Refund of $70.00. Since them we have had TWO Tellephone
calls re same.
Our conclusion is that the Brick is conducting a Bait and Switch Scheme and as such we should not have been taken ADVANTAGE
of and we are entitled to a Full Return of the $458.00 that we were forced to Pay.
Yours Truly,
Kelwyn.

Business Response
Date: 11/12/2024
Hi Team,

We would like to provide some context regarding the service this client requested. The customer paid $99 for what we call an "on-site quote service". This means a technician will be dispatched to assess the customer's residence and determine what the installation cost would be based on their specific requirements, and provide a quote after completing their assessment. Once the cost involved to set up the appliance has been determined, the customer has the option to either proceed with the installation, in which case the $99 fee would be applied toward the total balance of the quote, or decline the service, thereby incurring the cost of the technician's visit which is non-refundable. It appears that this customer may have misunderstood the nature of the service they paid for. They only requested an on-site assessment, which does not equate same-day installation for the base fee of $99. The technician's role is solely to evaluate the costs associated with installing the cooktop.

The customer currently has a balance of $90.40 on their account that needs to be refunded. However, they have not responded to any of our team's calls to provide their card details so that the refund can be processed. At this point in time, the customer has received the service for which they paid, and no breach of policy has occurred. We encourage this customer to agree to engage with the ********************** team to facilitate the refund of the balance on their account. Until that time, we are unable to assist the customer further.

We would consider this matter closed, as we have provided this customer with what they purchased.

Thank you
Initial Complaint
Date:28/11/2024
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.
Hello,I bought a Sofa at The Brick on 16 September 2023. I have also purchased an extended warranty of 5 years for the sofa.There was a damage on the sofa and I initiated a claim process for the damage on 4 August 2024. I have since then followed up with them a few times. The last follow-up was done today 28 November during which they were unable to give me an update on my claim nor they apologized or provided me with an explanation about their delay to address my issue. All what they said is that they will reach out to a third party company. Based on my interactions with them and the 4 months time frame since the claim was initiated, I do not trust that they will address my issue.I appreciate any help the the Better Business Bureau can provide.Regards Can yoiu
Business Response
Date: 09/12/2024
Hi Team,
The part is usually shipped directly from the manufacturer, which can result in delays in arrival. We can see that the team is looking into this matter and are also awaiting an update from the respective department. Typically, it takes time for the parts to arrive since they are shipped directly from the manufacturer. We recommend that the customer please wait for the team to get back to them.
Thank you!

Customer Answer
Date: 09/12/2024

Complaint: 22616514

I am rejecting this response because this business is not committing to a timeline on when they'd be able to address my issue.
Sincerely,

Salem Talbi
Customer Answer
Date: 09/12/2024
Hello
I after i posted my earlier reply, I have found out that a party has called on behalf of the business and left me a voice mail stating that they now have the part. An appointment was setup with them for the repair of my sofa this upcoming Thursday.
If they complete the repair to my satisfaction on Thursday, I will update the BBB to close the case.
Regards,
Salem Talbi
Business Response
Date: 14/12/2024
Hi Team,
As per the customer's response, the team has contacted them to inform that they have received the part. An appointment has been scheduled for the repair of their sofa. We consider this case closed from our end.
Thank you!
Customer Answer
Date: 16/12/2024

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 as the sofa was repaired on Dec 11th to my satisfaction, so the case can be closed.
I'd like to thank the BBB for their help to resolve my issue.
Sincerely,

Salem Talbi
Initial Complaint
Date:25/11/2024
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.
I Purchased a sectional over 2500 $from the brick less than 2 years ago. I purchased 3 years extended warranty. My sectional has sunken on one side. My sectional is sewed in so when the technician looked at it less the 3 minutes he agreed with to be taking in if the brick accept his work order. That never happened I received and email from the brick stating it was normal wear and tear
Business Response
Date: 26/11/2024
Hi Team,
All relevant details regarding this matter have been communicated to the customer by the respective team. This issue is not covered under warranty. All the details are clearly mentioned on our website regarding this policy. We can advise the customer to visit our website to obtain more information. The decision will remain final and unchanged. We consider this case closed from our end.
Thank you!
Initial Complaint
Date:25/11/2024
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 bought a couch at the brick in ***************, and we were talked into the warranty by one of the sales peopleeven though we didnt want it. She assured us that all of the manufacturing components were covered fully 100% under the warranty. The couch broke within the first year almost to the day of buying it. We talked to the local brick first, who told us we had to contact North Van. We contacted North Van who re directed us back to the Squamish brick. They told us theyd send a tech within 6 weeks, to come look at the couch. We waited the 6 weeks and got an email saying we dont have a tech available to come look at the couch, so in turn were going to give you 60% of the couch as in store credit. Unacceptable to us, as all we wanted was the couch to be fixed I said no way. After emails it went to 80% which I refused as we were told 100% warranty coverage on the piece that broke, and they refused to send someone to look at it. So finally they came back with 100% in store credit and return the old couch. Ok great, we returned the couch, picked out another couchadded 300 and change to the initial 1000 we spent and went on our way. 4 order deadlines came and went, and each time I had to reach out a few days after to find out any informationwhich there is none, other then heres the date now of when your couch will be here. Ive spoken directly to the manager over the phone who told me he would email corporate to stop the order, so he can make us a great deal that will make us happy on a couch thats in stock, or refund us the money. Weve looked for a suitable replacement but there is none in stock. Ive asked for a refund, but they refuse to refund us in full, and only will refund the $300 and change we spent on the warranty replacementthat we still dont have! And the $1000 stays as in store credit, strictly on furniture and is non refundable. Again this is un acceptable to me, as theyve already breeched their own warranty guarantee!
Business Response
Date: 09/12/2024
Hello Team
The customer was reached out to directly by our team at the start if December. We updated them that they have two options available in this case:
1) wait for the inventory
2) reselection the item .
We need to make it abundantly clear that the credit offered is definitively non-refundable as it was provided as a warranty credit. Our decision in this case will not be changing.
Thank you
Initial Complaint
Date:20/11/2024
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.
Friday November 15th, 2024 we purchased 3 counter height bar stools from The Brick *********************** in *******, ********When we picked them up from the warehouse they gave us a stool out of packaging. My husband noticed that the stool out of package could not be assembled as it was already broken. Opened the box with the other 2 stools, **** commented that the package had already been opened and taped up. Upon assembling the next one the holes in the product would not hold the screws, popped right out. Next one same exact thing happened. I tried calling the store at 10am when they opened the following day multiple times without answer. When my son took them to the city to return they said they couldnt because we didnt call first. Then I was told that they couldnt refund my money but could give me a store credit. Theres nothing more that the store had that we wanted or needed. The paperwork states that you have 48 hours to report any manufacture defect. We brought them back less than 12 hours later. We were then told they could refund us but keep a 25 percent stocking ****** where on the receipt states this!We tried contacting head office to discuss this matter and the individual said that my husband must have assembled them incorrectly. WOW just wow! If we return this and let them take the ************************************************************************************************************************************************************** this exact same situation. That is not acceptable! Buyers need to know what is happening when products are being put back on shelves broken and then being charged for them over and over. I do not have buyers remorse, if the product wasnt manufactured incorrectly we would be using them. We want our money back so that we can purchase stools that are not broken or used. Thank you for your ***************** *****
Business Response
Date: 09/12/2024
Hello,

The client went directly to the distribution center to return the bar stools before calling the store to advise that they were requesting a return, so the team was not prepared to accept the products back since no paperwork had been filed. After this, our customer service representative spoke to the client and found out they had damaged the chairs while trying to assemble them. Since the client is responsible for the damages, this is not something we cover or offer returns for. However, they were so aggressive in their screaming and swearing over the phone with our staff that we agreed to return the product with a 25% restocking fee as a courtesy one-time exception. The return paperwork has been keyed in, but the client has not dropped the product off at the distribution center yet, and so they have not been refunded. We will not return the funds until we receive the products back as per standard procedures.

No other option will be offered to the client as they caused the damage themselves while completing the assembly. We consider this matter closed.

Thank you.
Initial Complaint
Date:18/11/2024
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 bought a sectional from the Brick. Within a few months it started sagging. I filed a warranty claim and they replaced the foam in the cushions. Problem reoccurred in a few days . Now, they are refusing to help out . According to them its a normal wear and tear. How can a couch wear off within less than a year? Why would they sell me extended warranty for 5 years and not honour the warranty? Its not normal wear and tear. Its a structural problem.
Business Response
Date: 19/11/2024
Hi Team,
The customer has been provided with all the details by the store team. This issue is not covered under warranty. All the details regarding this policy are clearly mentioned on our website. We can advise the customer to please visit the website for more information. The store's decision will remain final and unchanged. We consider this ticket closed from our end.
Thank you!
Customer Answer
Date: 19/11/2024

Complaint: 22572244

I am rejecting this response because:
I spoke with the technician who came to assess the damage advised me that Brick should at least reassess the situation and commit to repair. They offered me a store credit for $200. That does not solve my issue. Because, I will have to get my couch fixed elsewhere.
Why would I go back to them to shop and use credit? I dont have the means to buy a couch a year later.
Sincerely,

******* *****
Business Response
Date: 23/11/2024
Hi Team,
As previously mentioned, this issue is not covered under warranty. All the details regarding this policy are clearly outlined on our website. We advise the customer to please visit our website to obtain more information on this policy. As previously informed, the store's decision will remain final and unchanged. We consider this ticket closed from our end.
Thank you!
Customer Answer
Date: 27/11/2024

Complaint: 22572244

I am rejecting this response because:
According to the business, foam is not covered under warranty.
Foam was part of the couch manufactured by the brick. How can they be so sure that foam is not of poor quality? My point is that couch shouldnt last less than a year. I dont think most people especially, senior citizens are in the position to buy new furniture every year.
Its their manufacturer. They should check their product quality.
Sincerely

******* *****
Initial Complaint
Date:18/11/2024
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 am writing to formally lodge a complaint regarding The Brick and the warranty company King and State Warranty Canada concerning a defective washer purchased for my senior citizen mother.Purchase Details Date of Purchase April 27, 2023 Item *********** GE Washer, GTW580BW Warranty The Brick Signature Warranty with King and State Warranty The Issue After three weeks of back-and-forth communication, we have not received a resolution for the defective washer. Here is a timeline of events:1Upon identifying an issue with the washer, we contacted King and State Warranty.2They dispatched a technician who confirmed that the part needed to fix the issue was covered under the warranty. He assured us it would be ordered and replaced in a few days.3 Two weeks passed without any updates. After three weeks, we called again, only to be told the part was not covered under warranty.4 Frustrated, we visited The Brick store where we purchased the washer. The sales representative, who sold us the product and warranty, stated that the washer should be covered under the warranty and that the warranty company was giving us the runaround. Despite acknowledging this, he explained that he could not assist further, as the issue was in the hands of the warranty ********** elderly mother has now been without a washer for over three weeks, enduring unnecessary stress and inconvenience due to what seems to be poor communication and lack of accountability between The Brick and King and State Warranty.What We Expect Since the washer and warranty were sold by The Brick, I am holding the company accountable for resolving this matter. We expect the following Immediate action to repair or replace the washer as per the warranty ******** is unacceptable for a senior citizen to experience this level of service and be left without a vital appliance for an extended period.I kindly request your assistance in ensuring The Brick and King and State Warranty fulfill their obligations.
Business Response
Date: 01/12/2024
Hello,
There is nothing more that the K&S team can do here. As stated in the notes the issue is related to physical damage to the drainage hose. They cover the product only - hoses are add on accessories, they are sold separately, and are not considered a part of the Product. K&S does not assume obligation to replace parts, accessories or add on items.

If the customer would like us to send a tech, they will be responsible to the associated labour charges and they need to buy a new hose. We consider this matter closed.
Thank you

Customer Answer
Date: 02/12/2024

Complaint: 22570569

I am rejecting this response because: We are extremely disappointed with your response regarding our warranty claim for the repair of our washer. The washer is only a year and a half old, and we expected the extended warranty to cover issues like this, particularly since the part in question is essential for the washers operation.

Claiming that the drain hose is a consumable part is both unacceptable and misleading. It is not a filter or similar part that regularly requires replacement due to normal wear and tear; it is a critical component of the washer. Suggesting that it is not covered feels like a tactic to avoid fulfilling the warrantys purpose, which is to protect consumers from unexpected costs associated with manufacturing defects or necessary repairs.

As paying customers, we feel this response is a breach of trust. We purchased the extended warranty with the expectation that it would provide comprehensive protection, and we now feel defrauded.

We request the following actions:

1. Reevaluation of the claim: This matter needs to be escalated to a supervisor for reevaluation.

2. Warranty verbiage: If the drain hose is excluded from coverage, provide documentation from the warranty agreement explicitly stating this.

3. Alternative solutions: Offer options such as a free repair and replacement part, given that this issue falls within what a reasonable customer would expect a warranty to cover.

Sincerely,

Barwako Nalayeh
Business Response
Date: 03/12/2024
Declined, see previous response.
Initial Complaint
Date:12/11/2024
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 September 5th I had a mattress delivered, and I was told I had 90 days to decide if I was happy with it. I now realize that the mattress is firmer than I thought and would like to exchange for a softer one. The one I have selected happens to be cheaper and I was told I would not get a refund for the difference but an in store credit which I dont want as I have no other needs at The Brick. I was also told I would be charged $90 for the delivery. When they delivered the first one the delivery was only $45 I leave in town and not that far from the store $90 seems like robbery to me. I dont mind paying $45 and getting the rest of my money back that would be the resolution I would like.Any help would be appreciated.Sincerely ******
Business Response
Date: 19/11/2024
Hello,

Our policy clearly outlines that any difference in pricing will be kept as store credit and not provided as a refund: ********************************************************************

For the issue of the delivery fees, $90 is the standard flat rate charged to all customers in local delivery zones. We are well within our rights to request that these fees be paid in full, and no exemptions will be made in this case. The initial discount for half-price delivery was provided as a courtesy and will not be applied again.

Our decision will not be changing and we consider this matter closed.

Thank you and take care
Initial Complaint
Date:12/11/2024
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.
I am complaining about of a Fridge . purchased 19 September delivered on 22 September . delivery Guy's my floors are not level so the fridge needs leveling. They claim they did it. But my fridge door keeps coming open . I called d even went to the store . No. Manger ever available.they say. I Must be in touch with. Manufactured . I called the number at. Trans. Global services and they could not find my purchase. They suggest I contact the store. I never received the information booklet that is usually with items like a fridge. I never received any information on my warranty. I am told by someone who tried to help that a foot on the fridge is broken . As I am elderly and have sight problems I can not see it .they give you 48 hours to report. What a Joke . Thank you for your help K ********
Customer Answer
Date: 19/11/2024
I have pictures to show the fridge is not balanced, and now I have had to put duck tape on side to hold door closed. K ********. ***********
cell ***********

Business Response
Date: 01/12/2024
Hello,
No record of a discussion about levelling the fridge is documented in customer's account comments or in our delivery system from the drivers end. We have no record of this request ever being placed. From the photos provided, the product simply needs to be leveled with the feet provided to better fit the customers unlevel flooring in their home. ********************** will not be returning to this customers home to assist with this as we have no notes indicating this was ever requested and does not reflect a defect with the item. We would consider this matter closed.
Thank you
Customer Answer
Date: 02/12/2024
To whom it may concern . I do not accept the. Bricks suggestion that I never asked for fridge to be levelled . I told the man who delivered the fridge that my floor was not level , he advised me he levelled it. My fridge door opens on its own and especially when I use the freezer door. I keep hearing my fridge beeping as Door is open I now use Duck. Tape to keep it closed. All I ask is for the company to come and level my fridge. Thank you .
And I will make sure Everyone understands theOpoor. Service from the brick.
I have pictures to show it is not level
M ***** Clifford

Customer Answer
Date: 02/12/2024

Complaint: 22534887

I am rejecting this response because:
To whom it may concern . I do not accept the. Bricks suggestion that I never asked for fridge to be levelled . I told the man who delivered the fridge that my floor was not level , he advised me he levelled it. My fridge door opens on its own and especially when I use the freezer door. I keep hearing my fridge beeping as Door is open I now use Duck. Tape to keep it closed. All I ask is for the company to come and level my fridge. Thank you .
And I will make sure Everyone understands theOpoor. Service from the brick.
I have pictures to show it is not level

Sincerely,

******** Karen ********
Business Response
Date: 02/12/2024
Declined, see previous response.
Initial Complaint
Date:23/10/2024
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 September 17 2024, I bought 3 mattresses at the THE BRICK ********* (************) located at **********************************. They were TWIN size and cost $149 each. The total price including tax was $500.64. The salesperson is ****** *. The attached is the purchase receipt for the mattress. Less than half a month after using it, the mattress began to collapse. Because of the poor quality of the mattress, my childrens and I were not comfortable sleeping. On October 22 2024, we went to the THE BRICK ********* (************) to request a refund. The sales manager, Ms. ******* rejected our request for a return.She told us that we can only buy a more expensive mattress at a higher price,and she also said that 'the mattress was only suitable for children under 10 years old'.Attached is Ms. ******** business card. When we bought the mattress, I took my two daughters with me. The salesperson did not tell us that the mattress could only be used by children under 10 years old, and did not provide any introduction documents about the mattress being only for children under 10 years old. Moreover, Ms. ******** statement that the mattress can only be used by children under 10 years old is unfounded. Even if there is any, the salesperson did not inform us in advance, which is a fraud. Because the quality of the mattress is not good, my childrens and I are not sleeping comfortably. I just want a refund. Thank you.
Business Response
Date: 05/11/2024
Hello,
As has already been discussed at length, this customer is welcome to either request a reselection of their mattress under our sleep satisfaction guarantee, or file a warranty claim through the manufacturer. A return for refund will not be provided.
The policy on this can be found here: ********************************************************************
We consider this matter closed and our decision will not be changing under any circumstances.
Thank you

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The Brick Warehouse LP is NOT a BBB Accredited Business.