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Business Profile

Furniture Stores

The Brick

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 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:23/05/2025

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 mattress in September, but it was delivered in October. It comes with a 10 year warranty. I took the mattress cover off in February for a little spring cleaning and the mattress is pilling. No one would answer the phone so we went to the store. They said that it was up to the mattress company, Serta to honor the warranty. We couldn&#**;t even get the manager to come to speak with us. We&#**;ve been there three times. Someone did come to the house from H3236353234**323733**H and took pictures of the mattress but we haven&#**;t heard from them after two weeks. We went back to the store and they didn&#**;t provide any assistance. We paid $600 for the mattress. We paid through them with a card Flexiti, so we could pay installments.
  • Initial Complaint

    Date:08/05/2025

    Type:Billing 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 went to H3236353234**323733**H to buy a bedroom set with headboard, refrigerator, couch and microwave and I paid them $3,800.00. They delivered the stuff to my daughter&#**;s house in ********. So she registered the account and paid the bill with my credit card. Now they are saying we owe them $3,465.00. They reported me to the credit bureau. I made a payment of $3,800.00. Now they are saying they don&#**;t see the payment. Now we are suffering with mold in our home and can&#**;t get help from ****** ********* Loan for the repair of my window. Canada Greenland Loan came to put in a window and noticed the mold. We have the history of the payments that we made every month. So the credit bureau has been troubling me. We could not come to an agreement. I would like for them to make a correction to my credit report

    Customer Answer

    Date: 21/05/2025

    Good morning  madam/Sir.This is my complain code,23304718.My complain is about Brick. Got this letter from a group called PRA Group Canada.Asking me to settle with them.This is not right my family is suffering from mode because of this problem.i am asking this company to remove my name and this information from my credit history .Thanks Gertrude PETERS 

    Customer Answer

    Date: 21/05/2025

    Good morning  madam/Sir.This is my complain code,23304718.My complain is about Brick. Got this letter from a group called PRA Group Canada.Asking me to settle with them.This is not right my family is suffering from mode because of this problem.i am asking this company to remove my name and this information from my credit history .Thanks Gertrude PETERS 

    Business Response

    Date: 27/05/2025

    The Brick attempted to locate the customer's invoice after receipt of this complaint.  We were unable to locate consumer invoice. 

    The Brick will certainly rectify the account upon presentation of invoice and credit card payment.

     

    Customer Answer

    Date: 05/06/2025

    Complaint: 23304718



    I am rejecting this response because:

     

    I don't have the credit card.  The only thing I have is the copy of the invoice that I have attached it to my complaint.  I sent the history of my payments.  I want to know what is the proof that I owe them.  They should bring out the proof that I owe them.  



    Sincerely,



    Gertrude Peters

  • Initial Complaint

    Date:27/02/2025

    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.
    Dear *************************** Team,I am writing to formally express my concern regarding the mattress I purchased from The Brick. Initially, I bought a ******* mattress along with the bed frame. After the ******* mattress developed issues, I filed a warranty claim and replaced it with the current Sealy Posturepedic mattress, upgrading the box spring in the process spending more money. I had to pay delivery fee twice (invoice and calculations attached). The original bed frame remained the same, as it was never flagged as being incompatible.Recently, I contacted ***** regarding discomfort and performance issues with the mattress, which has caused significant back pain and poor sleep quality. ***** has claimed that the bed frame does not meet their compatibility requirements (e.g., insufficient horizontal slats), which they say voids the warranty.Furthermore, I am disappointed with the construction of the Sealy mattress itself. While the center appears over-supported, the top and bottom portions lack firmness, leading to an uneven and uncomfortable sleep experience. This design flaw has made the mattress unsuitable for use, even apart from the compatibility *********** a loyal customer, I trusted ********************** to guide me during the warranty replacement process. If the bed frame was incompatible with the Sealy mattress, I should have been informed at the time. This oversight, coupled with the mattress's unsatisfactory construction, has left me highly *************** Request:I request a replacement of the Sealy Posturepedic mattress with a model that is both comfortable and compatible with my current bed frame.Supporting Evidence:Invoices of original bed and ****, new mattress and new box spring.Furthermore, the Brick accepted that my bedframe does not qualify under manufacturer warranty guideline in an email directed to me. This is ridiculous to say because they, themselves sold me that bedframe in the same invoice.

    Customer Answer

    Date: 09/03/2025

    Hello,

    I have not heard anything back from the Brick yet.

     

    Regards

    Ali

    Customer Answer

    Date: 20/03/2025

    Hello again,

    tthand for trying. I still haven't heard anything back from the Brick. I will be sure to let you know in case they contact me.

     

    Customer Answer

    Date: 21/03/2025

    I also want to show you this contradictory email (attached) where at one point they are saying that all bed frames sold are compatible with manufacturers warranty and in the other email they are telling me that my Brick-sold frame is not compatible. 

    I'm also planning to leave them this review on Google.

     

    One-Star Review

     

    I had a frustrating experience with The Brick regarding my mattress and bed frame purchase. I originally bought a bed frame and mattress from them, assuming they were compatible. Later, when I replaced the mattress under warranty, I also upgraded the box spring as recommended. Now, The Brick and the mattress manufacturer (Sealy) are telling me that my bed frame does not meet warranty guidelinessomething The Brick never informed me about at the time of purchase. Instead of taking responsibility, they are asking me to spend even more money on additional metal supports.

     

    On top of that, the replacement mattress itself has a poor design, with uneven support that makes it uncomfortable to sleep on. When I raised my concerns, The Brick dismissed them, claiming the uneven feel is a "feature" rather than a defect.

     

    Customer service has been unhelpful, contradicting their own statementsfirst claiming that all Brick-sold frames qualify, then saying mine does not. To make matters worse, they are ignoring my BBB complaint.

     

    I trusted The Brick to sell me a compatible and comfortable product, but instead, Im stuck in a frustrating cycle of added costs and poor service. I would not recommend purchasing from them.

    Business Response

    Date: 27/03/2025

    The first mattress was a ******* mattress and the second is a Sealy mattress. Sealy is much stricter when it comes to bed frame requirements. That being said, The Brick has looked into this further and seeing as the bed frame is from the Brick, we are prepared to escalate this with the manufacturer if the customer can submit a claim showing a manufacturer's defect.

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