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Business Profile

Hardware Sales

The Brick

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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  • Initial Complaint

    Date:18/03/2023

    Type:Customer Service 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.
    Dec 9/21 - Ordered & pd $2334.44 for Emma 6 piece Qn Bdrm pkg from the Brick
    Apr 8/22 - Furniture delivered: Headboard, footboard & dresser damaged. Delivery EXTREMELY unprofessional with loud and repeated swearing to the extent that we had to talk with our small children after they left. Phoned The Brick, relayed damages & concerns about delivery. Sent in pics of damage via email as requested
    Apr 12/22- Phoned The Brick to follow up re: email sent Apr 8 since no one replied on Apr 8th as they said they would. Confirmation new furniture pieces would be ordered to replace damaged pieces
    May 18/22- New furniture delivered, unboxed & set up. Damaged furniture removed from room. All furniture movement happened at the top of our staircase & a piece of furniture hit the ceiling at the top of the staircase leaving a mark. Once new furniture was set up, everyone realized it was not the correct color. I phoned the store relaying the new furniture was not suitable & noted the ceiling damage. I was on hold for so long the delivery people were going to leave. Finally, the new furniture was brought back & I was told someone would be in touch within the next day or 2 for next steps
    May 31/22 - phoned the store to follow up. Spoke with manager *** who didn't know what to do. She would look into things & call me right back
    Jul 21/22 - phoned the store to follow up. *** was at lunch. Expressed to ****** (receptionist) my frustration with this ordeal
    Jul 22/22- *** phoned & I explained the situation again. Her daughter was sick so she promised to call back on Monday to discuss
    Oct 05/22 - Left message with ****** for *** to call me & explained the situation again to ******
    Nov 23/22 - Spoke with ******; *** still unavailable. Asked to speak with owner ***** since still no resolution after nearly a year. She relayed that she would try to reach him
    Nov 24/22 - *** phoned. She spoke with ***** & offered a $200 credit for furniture damages. I relayed that resolution was not acceptable & I offered the following resolution: keep damaged dresser & footboard if gray touch up markers could be provided, replace headboard with 'bright white' headboard currently in stock on display as per Amy, minimum $500 refund for keeping damaged dresser & footboard and to compensate for ceiling damage.
    Dec 2/22 - *** emailed relaying $200 would be the highest refund possible since the ceiling damage was not reported right away
    Dec 15/22 - Emailed back relaying that the ceiling damage was indeed reported at the time of the incident and asked again whether we could proceed with my resolution (more than reasonable), as outlined above. Left my phone number also for ***** to reach me to discuss. Relayed I would be soon reaching out to the BBB to file a formal complaint if an acceptable resolution was not reached soon
    Mar 18/23 - no response from The Brick, filed complaint with BBB

The Brick is NOT a BBB Accredited Business.

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