Complaints

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:18/11/2024

  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.

  We purchased a ** refridgerator (with warranty) in January of 2024 and received the product, I believe in February. Prior to purchasing, we were told there were no issues with the refridgerator we bought. We received the fridge, I believe, in February of this year and since then, the fridge has malfunctioned (now) three times. We brought a repair person in twice who said ** fridge was their 'bread' and 'butter'. We have since spoken with ** (on a number of occasions; and at least once with the Brick in-store; and the repairman on a number of occasions) but they have insisted on replacing to problem part even though our warranty expires this February. We have lost about a couple thousand dollars of food (pictures available) and here we are, approaching Christmas. Needless to say we won't be stocking our fridge or inviting anyone over - we are hesitant and upset. We no longer accept *** explanation that we will have to keep replacing the part(s) as that would drag us beyond the warranty - We have no intention to keep having the parts replaced - it is very inconvenient, expensive, and just ethically wrong. As mentioned, we have approached the Brick and were directed to the repair person. This is no longer feasible. We want our money back (including the warranty money) and the fridge taken away. As an aside, we are seriously considering other options (e.g., the media). I also have a meeting *** **** * ****** this Monday - I will be querying him about our options (e.g., other people experiencing the same issue). We are pretty disappointed that the Brick would stock such a product like this and be unsupportive especially with the price of this product and warranty.
  Ps. we also had to purchase a mini-fridge so we could eat.

  Business Response

  Date: 19/11/2024

  Customer has spoken with store and is aware that the warranty within the 1st is held by the manufacturer* ****  Store is attempting to assist customer with their warranty claims with ****  Also provided customer information on how they can claim food spoilage through their extended warranty.

  Business Response

  Date: 26/11/2024

  Please see attached warranty information.

  Customer is currently within 1st year of ownership, warranty is held by ***  Per ** warranty details (as is stated in owners manual) ** covers "Any part of the refrigerator which fails due to a defect in materials or workmanship during the limited one-year warranty, ** Appliances will also provide, free of charge, all labor and related service to replace the defective".

  Per the Signature Plus warranty, "Terms of this Plan shall commence upon the expiration of the manufacturer’s warranty and shall stop at the end of the Protection Period. K&S agrees with you to repair or replace, at K&S’s option, the Product should it become inoperable due to a defect in material or workmanship during the Protection Period specified. Such defects will be repaired or replaced in accordance with the terms of the original manufacturer’s warranty during the Protection Period of this Plan without charge to you for parts and labour".

  The 1st year warranty is in effect until April 1, 2025.  We are unable to supersede **'s warranty / policies.

  Customer Answer

  Date: 27/11/2024

   I am rejecting this response because:
  
  The Brick: In relation to your opening comment, while the Brick may not be able to supersede *** the Brick is knowingly selling a faulty product that we have wasted $2400 of our hard-earned money on, after we were told by staff that there were no known defects or recalls. Further, we have spent and lost over $2000 in food to-date and we anticipate this to increase with more repairs. The repair person is coming once again tomorrow, to replace the part for the third time. The $300 voucher, while appreciated does not even come close to meeting our needs. This situation has become ridiculous. We also had to spend more of our money on a small fridge which barely meets our needs. Again, our repair person has said that replacing this part in ** *ridges has become his “bread-and-butter,” indicating how widespread this issue is, beyond our individual situation (see below re: Class Action suit). Further, your response implies that we have to live with or tolerate it despite obvious evidence that it has malfunctioned on numerous occasions, a fridge that your store continues to sell. How many times do we have to lose food, and waste our time, work, limit our health because cannot stock a fridge with food that is increasing in price? On the topic of our health, we are unable to plan our meals and establish a healthy diet beyond one day at a time because we don’t have the space in our small fridge. And secondly, any food put in the ** fridge will freeze within hours and have to be thrown out. Overall, this major inconvenience impacts our health. Furthermore, this has added additional and unnecessary stress to our lives and the lack of action by both ** and the Brick shows a lack of good faith in resolving this issue. Moreover, my wife has a medical condition that requires her to maintain a specific diet; this is not possible due to this situation. Let me repeat this again – we want a refund and the fridge taken away or a non-** replacement fridge. For your information, I have spoken with * ****** and have received materials for a small ***** **** ** *** ***** ****** ***** ** *** ********* which we are willing to take to move forward with if this cannot be resolved promptly. The ****** has also provided me with advice that may lead to * ***** ****** **** (see our comment above re: “bread-and-butter”). Given your disappointing response, we will begin the process in the near future, should this not be resolved to our satisfaction. We will also be considering other actions (e.g., media, social media). As I mentioned, we are not happy at the prospect of repeatedly bringing in a repair person every few weeks and wasting our money on food we know will go bad. We have been a repeat customer of the Brick since 2006. Until now the service we have received has been great. However, this recent situation has soured us and left us disappointed and exasperated. Regards, D*** *** ******** ********
  
  

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased these 4 items and was at no time told they were non returnable.Was delivered into my brand new home and when taken out of box and placed in place I found they were to big for my area .I phoned right away and spoke to a ***** who said sorry nothing I can do .So called manager and was told once out of box it’s is considered used I said are u serious how was I supposed to know if they fit without taking out of box she said all measurements are on line I said I didn’t buy on line I purchased in store she said even if tape was cracked open on box was considered I used product .We talked for about 30 minutes nothing she would do or did she care I was totally surprised never ever had I experience like this in my life.

  Business Response

  Date: 12/12/2023

  Please review the attached documents with regards to Return Policy and Satisfaction Guarantee.  As stated in the Policy, all items in original sealed packaging may be returned within 7 days with the exception of Special Orders.  As stated in the Satisfaction Guarantee, it does not apply to open furniture items or Special Order items.  As indicated by the invoice sent to and provided by the customer, the tables that were purchased are Special Order items.  

  The customer has open, special order tables; they are not eligible for return.  Full detailed information on Special Order items was available to be reviewed at the bottom of the customers invoice as well as links to all the policies.

   

  Customer Answer

  Date: 12/12/2023

   I am rejecting this response because:
  I’m no farther ahead I was not told that after the box was open they were non returnable .I called within a hour of them being delivered to tell them I didn’t want them and was told if tape was broken on box they were in I no longer could return as they were considered used when they were just delivered to my doorstep. The gentleman I spoke to in the store I could barely understand anything he was saying as he was East ****** and at no time did he go over the return policy with me or was I aware of the return policy, after talking to many people about this, I have found that the brick is very very very bad at customer service so I’m sure you won’t be able to work any better with them than I was I very nicely explained that they were just delivered and it didn’t matter what I said  they were not special ordered in no way I don’t know where they’re coming up with that because there was no special order. I went into the store I seen them and was told when they would be delivered. There was no special order. They are all available in their warehouse so I don’t know what they’re talking about. Very disappointed will never shop there again not only myself but many others I really wish. Somehow we could settle this. I still don’t use them and they’re still set aside in another room , waiting for a response of hopefully being able to return to store and get a fully refund as it will hurt them a lot more by me, spreading the word about the terrible service that I have got from them . thank you very much and I appreciate everything you’re trying to do to resolve this but basically you didn’t get any further as far as I can say then I did they’re saying the same thing they told me non-returnable because I would a box or tape was broken on there. They’re considered a used items as far as they’re concerned which they’re not being used or certainly wasn’t a used item after an hour of getting it will never ever do business with them again. 
  
  

  Business Response

  Date: 12/12/2023

  The store displays many items that are Special order. The tables are clearly marked on the invoice as Special Order regardless of how quickly they were available.  The tables were on display to be looked at, to see the size of the tables, to be able to measure and confirm that they would fit the space.  The tables were ordered after seeing them on display; they were delivered without issue in accordance with want the customer ordered.  The store is not responsible to ensure that they will "fit the space" nicely, nor are we responsible to return said items if a customer fails to account for the size of items ordered.

  Furthermore, the order was place on November 17th, the invoice, with all the policies, was available for review that same day if is was so difficult to understand the salesperson in store.  The tables were delivered on November 22nd and the first call we received requesting to return the tables was December 1st.  So even if we disregard that the tables were special order, and if they had been unopened, they would have been beyond the window allowable for return.

  The customers only acceptable resolution is to receive a refund on their order; we are unable to provide a refund on this order.

   

  Customer Answer

  Date: 12/12/2023

   I am rejecting this response because:
  This is not true I asked if all items were in stock and was told yes ,I also did respond the day they were delivered not on Dec 1st so this is incorrect.Im just asking as I have these items in storage area as I can’t use them ,I certainly don’t have 2100 dollars to spend on something that is not suitable for my home measurements is something I have never heard of .Is there anything they will do to help resolve this issues for me .Customer service means nothing to them .Thanks in advance .See if they are willing to do anything it’s a lye that they were special order they weren’t the reason they weren’t delivered is they said only day the truck was available to deliver.I couldn’t take them as wouldn’t fit in my car .Seriously this store is beyond being reasonable,never in all my years of buying things have I ever run into something like this unbelievable the worst customer service in the city of Fredericton