Complaints

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

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  The Brick Warehouse LP

  16930 114 Ave NW Edmonton, AB T5M 3S2

• 

  The Brick Warehouse LP

  1960 Cyrville Road City of Ottawa, ON K1B 1A5

• 

  The Brick Warehouse LP

  770 Gardiners Road, Unit 1 Kingston, ON K7M 3Y1

• 

  The Brick Warehouse LP

  1200 Pembroke Street West Pembroke, ON K8A 7T1

• 

  The Brick Warehouse LP

  147 Ferguson Road Moosonee, ON P0L 1Y0

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:20/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sofa set from the brick and it was defective so the brick gave us a full refund. Then we purchased another sofa set and ottoman. The brick advertises that they have a price guarantee. However with this case they are not honoring it. Delivery was sept 14th and the sale was on for $300.00 ,off sofa and $50.00 off ottoman . Today is the 19 th which is the last day of the sale. All We want is for the brick to honor their guarantee.

  Business Response

  Date: 28/09/2024

  Hi Team,

  The customer has been provided with all the information from the store team. They received their sectional in April 2024; however, the customer reported an issue with the chaise, which led the store team to exchange it in July 2024. Despite this, the customer remained dissatisfied with the sectional, prompting the Store Manager to authorize an exchange of the entire sectional. The customer then inquired about a price match. The store team provided all the necessary details, explaining that we are unable to offer a price match since the original sectional was delivered in April 2024 and does not qualify for this service. The store's decision will remain final and unchanged. We will be closing this ticket on our end.

  Thank you!

• Initial Complaint

  Date:18/09/2024

  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 purchased a whole kitchen with a 4 year warranty totalling $7547.34 warranty being a total of $869.94. Our over head range stopped heating so we called July 25th to king and state to start a claim. Southgate appliance came out on July 26th ordered parts and then came an installed them Aug 16th and over head range still didnt work. I have followed up with king and state multiple times for updates and am unable to speak to anybody higher than the representative. I have had to go and purchase a separate microwave as I have a son in sports who requires his food to be reheated when he gets home. In the meantime, I still do not have an overhead range Working. I have now called the Brick head office in Edmonton first time sept 12th and 2nd time sept 17 and left a message and also spoke to the operator on the 17th and she said she would send an email as well. No one has called me back :-/ This warranty that the brick sells is terrible and represents them terribly. I would like to get a refund on the warranty. I purchased allowing me to just repurchase what I would like. I will not call King and State one more time. I would expect that the brick would back a product and or service they sell.

  Business Response

  Date: 02/10/2024

  Hello,

  This complaint has been taken care of by our chat and store teams complaint ID #382709. 

  Thank you

• Initial Complaint

  Date:13/09/2024

  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 washer/dryer in July 2019, with a 5 year warranty that had a credit clause, if no claims were made on the warranty, then the buyer receives an equivalent credit toward another purchase, in this case $369.**. That time came this summer, and the store in ******* where I made the purchase contacted me about this. I chose a TV and was told it could not be electronics or appliances. At that point, the associate put the credit toward some pillow and sheets "to save it", because the credit would expire after 90 days. I went back to the website and chose a hall tree, but I apparently couldn't have that either because it's an online only item. I've settled on a table and some pillows to make the difference up to $400, because that is another clause of the contract. I called and requested those items and was told I could pick them up at the warehouse in ******* today. I called today to double check that everything is ready to go, and was told the table is out of stock. I told the associate, *****, that I want an invoice for my items and to pay the difference so there is a record of this. He agreed to send me one but has not. I firmly believe he has no intention of honoring this contract, and at this point I don't even want their merchandise, I just want my money back. I have all the emails and the dates of phone calls if necessary.

  Business Response

  Date: 18/09/2024

  Hi Team,

  This customer contacted the **********************, and the store team has provided this customer with all the information and details. The store has also offered a copy of the invoice to the customer. We consider this ticket closed from our end.

  Thank you!

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 22284106
  
  I am rejecting this response because: they have not sent the invoice for the table and pillows that I chose. I have the invoice for the 'saved' items that ***** chose, but those were not my choice and I can't use them. I need the invoice and some option to pay for my chosen items, which meet all the conditions set by the store. Those items are: SKU AST3CCTL, the Astoria counter height dining table, and three of SKU BAMBQNPW, the Masterguard Sleep-Rite Natural Bamboo Queen pillows.

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

  Business Response

  Date: 08/10/2024

  Hi Team,

  The information that the customer has provided indicated that the ********************** team has already emailed a copy of the invoices. We have completed the necessary steps on our end. We recommend that the customer check their spam or junk folder. We consider this ticket is closed from our end.

  Thank you!

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22284106
  
  I am rejecting this response because: I received the correct invoice for the table and pillows, but I don't want to close this ticket until I actually have the items.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 17/10/2024

  Hi, please see the attached email invoice. They state in the details that the items will come in mid to late October or later. I haven't heard any more from the company yet.

  Business Response

  Date: 30/10/2024

  Hi Team,

  The store team has provided all the information to this customer. The customer utilized their full circle credit towards their new purchase. To qualify for redemption, new sales must total $400 or more, resulting in a balance that must be paid prior to pickup. The invoice clearly states: No stock is reserved until there is no balance owing on the invoice. *** will be provided only once no balance is owing. The order, with those visible comments, has been emailed to the customer multiple times. The ********************** team has adhered to the full circle redemption process. The customer is still eligible to pay the remaining balance on the order and wait for the product to return to stock, or they may choose to select furniture or mattress-related items that are available for immediate possession. We consider this case closed from our end.

  Thank you!

  Customer Answer

  Date: 30/10/2024

   
  Complaint: 22284106
  
  I am rejecting this response because: as you can see on the invoice, the balance owing is listed as $0.00.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/11/2024

  Hi Team,

  The store team has already provided this information to the customer and has emailed them the invoice details. Regarding the credit, there are clear comments mentioned on the invoice. The store decision will remain final and unchanged. We consider this ticket closed from our end.

  Thank you!

   

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22284106
  
  I am rejecting this response because: we are getting somewhere, I finally received an option to pay my invoice, which I have done. I don't wish to close this ticket until I have received my items. Currently, the shipping address is listed as my previous address, and I have alerted the sales associate so that can be updated.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/09/2024

  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.

  Dear Better Business Bureau,I hope this message finds you well. I am writing to file a formal complaint against The Brick (*************) concerning a dining table that I purchased from them, which has unfortunately proven to be defective.Purchase Details:Product: Dining Table Purchase Date: 17- March-24 Order Number: *******NAZL Optional Warranty: 3 Year Warranty purchased with furniture and Store charged me $159.99 for it.Issue Summary: Less than six months after the purchase, the dining table has deteriorated significantly, with noticeable defects and damage that have rendered it unusable. Despite my attempts to address the issue directly with The Brick's customer service, the problem persists and has not been resolved to my satisfaction.Given the short time frame and the poor quality of the product, I no longer wish to retain the table. I am requesting a full refund of the purchase price. I am also willing to arrange for the return of the furniture at a time that is convenient for The Brick.When I visited the store to address my concerns with customer service, they refused to issue a refund and directed me to handle the issue through a ********************** They stated that they were unable to assist further.Please advise on the next steps to initiate this refund process and facilitate the return of the defective product. I have attached copies of the receipt and any relevant correspondence with The Brick for your reference.I appreciate your assistance in resolving this matter promptly and look forward to your response.Thank you for your attention to this issue.

  Business Response

  Date: 18/09/2024

  Hi Team,

  The customer contacted the ********************** regarding the issue they are experiencing with the product. According to our policy, if a product is reported to have an issue after 48 hours of receipt, it must go through the warranty process. The store informed the customer to proceed with the warranty process and addressed their questions. All details regarding this policy are clearly mentioned on our website. We advise the customer to visit our website if they wish to obtain more information on this policy. We will not be moving forward with any further steps until the customer submits a warranty claim form. We consider this case closed from our end.

  Thank you!

• Initial Complaint

  Date:10/09/2024

  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 have purchased a set of 6 chairs in store, located ******* **, they delivered the chairs after few days, when I received them, the chairs were scratched from the bottom, and some were damaged, i contacted the store and tried to work out something, the options i gave them were agreed some how on, except i need to have 2 chairs completely exchanged since they were damaged.The store offered a discount for the 4, and exchange 2, but its not guaranteed that the 2 will come with no issues, they have no ***************** that make sure items are shipped out in a new condition, after ************ with emails, i asked to pick up the chairs and return my money, the response was we dont refund you to the original payment method, and they will give me store credit I told em you failed to deliver me what you promised me, the merchandise was damaged and you are unable to exchange it with better condition items.

  Customer Answer

  Date: 25/09/2024

  I apologize for not responding earlier as i found out the emails are going into my spam folder, but anyways, the brick just sold a bad product, offered me a discount, and ended up by rerunning the worst condition of those chairs, and kept the rest with a discount, but at this point it’s considered as is sale, unfortunately i had to do this with no other choice!

  Not sure if you have had any other solutions but i tried to pick the least headache for me and will never deal with them ever again!

  Thanks 

  Business Response

  Date: 28/09/2024

  Hi Team,

  The customer has been provided with all the information and details by the store team. According to our policy, once the product is out of its original packaging, we do not accept returns. All the details regarding this policy are clearly mentioned on our website. We can advise the customer to visit our website for more information on this matter. As per the details, the store team had approved the return of one chair for a full refund as a gesture of goodwill. The store's decisions will remain final and unchanged. We consider this ticket closed from our end.

  Thank you!

  Customer Answer

  Date: 07/10/2024

   
  
  Complaint: 22266795
  
  
  
  I am rejecting this response because:
  
  The business accepted the return, but they rejected to give me my money back, instead they wanted to give me a store credit!

  i refused the store credit as i decided not to deal with this company again, so i was forced to find an alternative solutions, which i was pushed into!
  
  Sincerely,
  
  
  
  Qossay Alqasas

  Business Response

  Date: 10/10/2024

  Hi Team,

  The customer has been provided with all the necessary information and details. The store team has issued an in-store credit to the customer. The store team's decision will remain final and unchanged. We consider this case closed from our end. 

  Thank you!

  Customer Answer

  Date: 16/10/2024

   
  
  Complaint: 22266795
  
  
  
  I am rejecting this response because:
  
  The store sent me a damaged items, and I needed a replacement, where i was told by people work at the brick, that specifically this item comes to Toronto for assembly and then they ship it without protection!

  i asked if the store will pick up my chairs and give me ones that will be new condition with no damages, they said we cant guarantee this.

   I was forced to pick from 2 options, return for a store credit as shown in the attachment, or take the chairs as second hand with a discount.

  But one chair was damaged to a level cant be used, that one I took to the store and returned it.

  The store knows they have a bad product and the option of replacing it will lead to more cost for them, between shipping and delivery.

  I rejected the their proposal as they are  not  proposing anything, and I dont think they care about a customer.

  I didnt have much options, either i accept the items as is with discount or a store credit return.

  I dont think They are offering anything, once you buy you stuck!
  
  Sincerely,
  
  
  
  Qossay Alqasas

• Initial Complaint

  Date:07/09/2024

  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.

  August 11, 2024, we purchased a washer and dryer under Receipt/order: 08114SECQGI. The salesman did not educate us about different types of dryer (gas and electric) given that we are a young couple who clearly dont have any idea about them. He only told us positive things which made it harder for us to choose. Eventually we were able to choose one and purchase them with the hose and vent and extra warranty as he told us that if anything happens, the brick will be there to have it replaced or fixed. Aug 23 - they took uninstalled and took out our old washer and dryer, and installed the washer but failed to install the dryer as the hose connected to the old dryer didnt fit and we were asked to buy a new one. Sep 2 - we found the hose we purchased with the dryer inside the dryer which looks different than the old one we had. We went to the store to let them know and asked for installation as again, we dont have any idea about dryer and washer. But the brick refused us and told us theres nothing they can do. We went home defeated, and thought that we will just try to install them. To make sure we have the right hose, we searched online and were horrified to know that the hose connected to the old dryer is a gas line and had it fit to the new one, it may cause explosion if we used it.Sep 3 - I went back to the store to tell them and asked for a refund but the manager told me that they will only give me $60 and theres nothing they can do. I got frustrated and my voice started to get louder in which the manager threatened me to call the cops. We spent $2835.97 but it almost cost us our lives yet he will only give me $60? I asked them to take the items out of our house and give us our money back which they dont want to.

  Business Response

  Date: 19/09/2024

  Hello,

  The Brick cannot be held responsible for legal adults not knowing whether their home requires gas or electric appliances. We do not have access to customers residences and cannot know what appliances they require and therefore have to rely on information given to us by customer which in this case was not accurate. The responsibility of this lies in the hands of the customers. We have already escalated several corporate complaint tickets to the store management team for this issue and the decision remains as advised. We cannot provide further follow up or assistance in this case and would consider this matter resolved. 

  Thank you

  Customer Answer

  Date: 01/10/2024

   
  
  Complaint: 22254209
  
  
  
  I am rejecting this response because:
  1. they have to assess their clients if its a young couple or elderly couple and they have failed that.

  2. It is their responsibility to know the different types of Dryers and educate their clients about it so the clients have a better understanding and make an informed decision. 
  

  3. The salesperson has confirmed many times to us, that if we are not satisfied with it or for an instance we have a problem when installed, we can have the item replaced, and they have failed that. 
  

  4. their staff who delivered to install failed to recognize that our line and the dryer does not match hence, should they have checked first before opening the package, we could have met their return policy of the items still being in a package. 
  

  I understand that its our responsibility to know our house, but then again, we are a new couple still figuring things around. However, its their responsibility as a seller to look after the best interest of their clients before selling anything. 

  
  
  
  Sincerely,
  
  
  
  Gertrude Young

  Business Response

  Date: 07/10/2024

  Declined, see previous response. 

• Initial Complaint

  Date:06/09/2024

  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.

  I purchased a dinning room chair set. One of the chairs had a munufacturing defect as the thread for the stiching was broken. The result was a approximately 1 cm " three stiches" of the seam is not stiched. We are also concerned the seam will open up further over time.

  Business Response

  Date: 10/09/2024

  Hi Team,

  This customer has been provided with all the information by the store team. The customer contacted the ********************** team regarding the damage, and they have provided the necessary information for the next steps. We consider this case closed from our end.

  Thank you!

• Initial Complaint

  Date:30/08/2024

  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 ordered a couch from their mississauga location in the end of April it was delivered beginning of May and it was damaged by the delivery team (sliced with knife while being unwrapped) We reported within the ********************* the contract. They sent out a technician to see the damages he was to come back and repair the sofa, he canceled on us and then didn't show the 2nd time, we've been back and forth and also mentioned we should be getting a new sofa as this was damaged by their team NOT a manufacturer defect. I spoke to head office they said they would speak with the store and get back to me, they haven't gotten back to me. I've called the store where I was hung up on multiple times and now they aren't answering my calls so I tried calling head office again and I've left 3 messages my husband has left 2 and still no response. We've been back and forth in email since May, they don't answer calls. They originally wanted a 3rd attempt at repair but we can't afford to keep taking days off for a no show, and again they ripped the furniture why aren't we getting it replaced this was their fault not mine not manufacturer. I am utterly frustrated and just want what I paid for which is a new couch.

  Business Response

  Date: 10/09/2024

  Hello,

  An exchange has been processed for this customer. 

  Thank you

• Initial Complaint

  Date:28/08/2024

  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 sofa set from brick and we bought warranty insurance along with it and now we are being denied our claim

  Customer Answer

  Date: 28/08/2024

  Hi we bought the sofa set 4 years ago and we also bought the 5 year warranty to accidental damage or other issues if they may arise.

   

  we had to move the sofa two time out of the house due to some renovation and due to moving the back got some tears and we reported them about the damage and discolouration of the leather which was guaranteed and was told it will be covered in the insurance.

   

  we tried contacting and then they flat out denied the claim that its normal wear and tear and I told them accidental damage is covered in insurance and they said oh u waited 4 years to claim it and clearly told them we moved hence it has happened and discoloured thing we can get it fixed but atleast fix the sofa the repair technician came and looked and acknowledged too however the are in denial mode. 
  

  we seek compensation in terms of either the pay us the money back for insurance the we paid as we were lied too as nothing is covered or fix the sofa set or replace as they have the same stock still available.

   

   

  i have all the email back and for

  Business Response

  Date: 12/09/2024

  Hello,
  
  As has already been discussed at length with store management, this customer's claim is very much outside of our warranty guidelines, and we are therefore well within our rights to deny this claim. Our decision is final and will not change irrespective of the ********************. Should this customer wish to familiarize themselves with the warranty policies, they can do so here: ****************************************************************
  
  We consider this matter closed. 
  
  Thank you

  Customer Answer

  Date: 16/09/2024

   
  Complaint: 22206793
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/10/2024

  The customer has provided zero comments on their rejection and so we cannot address any reply. 

  Declined, see previous response.

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22206793
  
  I am rejecting this response because:

  this company is cheating on the name of warranty. They sold the warranty by saying numerous things and now not backing up.

  however I want them to cover the accidental tear and fix my sofa and if they cant then pay me my money back then exchange which they qouted when selling the warranty 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 22/10/2024

  Declined, see previous response.

• Initial Complaint

  Date:22/08/2024

  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 purchased an item for over $700 that arrived damaged. I contacted the store who sent someone to see the part and confirmed it was damaged.They were to send a replacement over 3 weeks ago! I followed up several times. Nobody is even able to tell me when it will arrive. *** asked for a manager and nobody has even gotten in touch with **** cannot even use something I paid for. I have had all the pieces laying on the floor for 3 weeks.I have asked for a refund. I have asked for a replacement. I have offered to pick up the part. I even offered to pay for it to get it asap.Completely unacceptable.

  Business Response

  Date: 28/08/2024

  Hello,
  
  We delivered their replacement on the 24th this is resolved. 
  
  Thank you