ComplaintsforThe Brick Warehouse LP

• Initial Complaint

  26/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Queen size bed box and a bedside cabinet were purchased on August 27 last year, and the total price including tax was ******** Canadian dollars. When we bought it, we asked the salesperson if it would have any smell. He said don't worry, it's Canada and it won't have any smell. The furniture was delivered to our house on the following weekend morning. We opened the cartons and installed it ourselves. My husband felt there was something wrong with the installation and went to the store to check it out in the afternoon. My son took 4-5 hours to install it. We didn't pay attention to the serious odor that day, so we returned the product without installing it. Because if it wasn't installed properly, my son couldn't sleep that day. After using it for 3-4 days, we felt that the smell was too strong, so we made a bed frame ourselves. We put the new bed box and bedside cabinet on the balcony and can still smell it now. It takes up space and smells, which seriously affects our life and health.I called the salesperson (*** ******* **********) on September 19 last year and said the smell was too serious. He said you can complain to the manufacturer and hung up the phone. I called him again, I couldn't get through. We were in the store. When we was looking at the bed frame to buy, he had a very good attitude and left a good impression on my husband and son.Because our English is not good and do not know how to handle it, our attempts to contact the manufacturer were unsuccessful. ******* *** *********** Date of Payment: 27-AUG-2023

  Business response

  26/04/2024

  Hey Team,

  If there are any issues with the product, the customer should have reported the issue to us within 48 hours of receiving the product. They did not make any claim regarding this for the team to review. They can make a claim for this online for the team to review and once reviewed, the team can get back to them.

  Thank you!

  Customer response

  29/04/2024

  
  Complaint: 21625990
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  16/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re: The Brick Sarnia Management: Washer purchased 16 MAR 2018+$199.99 Extended 4yr Warranty. Entitled to $199.99 Redemption Credit if no servicing required to be redeemed instore within a 90 Day period after 5 years. Dryer also purchased 29 SEPT 2018+$169.99 Extended Warranty with the same stipulations. I kept both full page receipts for 5 years and neither appliance has required servicing. In MAY 2023, my daughter and I visited the store to redeem my $199.99 credit but the Manager told me I was too early to redeem it. She further explained the warranty and marked under the purchase dates of both receipts with '2024' to clarify when I was to return to redeem my credits. As this is something I'd been looking forward to using for 5 years, I ensured I understood her correctly before leaving the store. I returned 10 APRIL 2024 and applied my $199.99 credit to order an outdoor umbrella, paid the remaining, and was told to pick it up on Saturday. On Friday, staff rang and spoke to my daughter, informing her that the credit had expired last year. She asked to speak to someone else and staff said the manager would ring us back. As it was late in the day on Friday, we expected to receive a call on Monday 15 APRIL 2024. After not receiving a call back, I rang the store Tuesday 16 APRIL 2024 and had an unsettling discussion with the manager. I reiterated what I am owed but she told me I was incorrect, saying she had directed me to return in 90 days and had recorded this in her notes. I politely disagreed and pointed out that she had written '2024' on both of my receipts but she denied writing it, saying she had a copy on file and that the writing wasn't by her or anyone there. I asked if there was anyone else I could speak to regarding the issue and she said she was the manager and there wasn't anyone one else. My daughter spoke to a few different Brick Support staff over the phone but they were unable to help, saying the issue needed to be handled locally.

  Business response

  18/04/2024

  Hey Team,

  This customer went to the store, however, the manager informed them about the 90-day policy that a customer has 90 days to use the value of the unused warranty as an in-store credit. They did not inform the customer that the warranty will expire in 2024. All the details regarding this policy are also mentioned on our website. We can recommend this customer to visit the website to get more details regarding this policy. As the team has provided all the details to this customer, we consider this case closed.

  Thank you!

  Customer response

  21/04/2024

  
  Complaint: 21584213
  
  I am rejecting this response because:

  As stated in my complaint, I was well aware of the policy and visited the store to redeem my 1st credit ($199.99) within the correct 90 Day window in May 2023.
  
  I was turned away by the manager and given incorrect information about returning in 2024 to redeem.
  
  I trusted the information provided by her given her authority at the store.  
  
  The information she provided caused me to also put off redeeming my 2nd credit ($169.99)
  
  As a senior citizen on a fixed income, I held onto my receipts for 5 years (now 6), took good care of my appliances, didn't require any servicing and was looking forward to redeeming my credits and updating my outdoor living space.

  I do not have the energy for conflict, nor did I think I needed to question or challenge the manager's authority when I went in to redeem my 1st credit at the correct time. If I had known there was no one holding her accountable, I would have requested she put the date of when she thought I was to return in a formal email rather than simply noting '2024' under the dates of both my attached receipts.

  In hindsight, I would not have let staff upsell me to purchase extended warranties to begin with as I see many complaints online about them not being honored at the Brick. 

  This is corrupt.

  I want my credits to be honored or reimbursed, thank you.
  
  Sincerely,
  
  ****** ********

  Business response

  25/04/2024

  Hey Team,

  As mentioned earlier, the store management informed this customer about the 90-day policy that a customer has 90 days to use the value of the unused warranty as an in-store credit. They did not provide any incorrect or misleading information regarding this policy. All the details regarding this policy are clearly mentioned on our website. It is the customer's responsibility to read fine prints and terms of services as part of consumer guides. The Brick follows legal procedures with all policies pertaining to national and provincial consumer laws. All of our guidelines and policies are carefully created by our legal team to create an efficient and fair service for all customers. They are viewable online and in-store. If you have any questions, you are welcome to visit us on live chat, in-store, or give us a call. As the 90 days to avail the value of the unused warranty is over, we consider this case closed from our end.

  Thank you!

  Customer response

  01/05/2024

  
  Complaint: 21584213
  
  I am rejecting this response because:

  Why would I hold onto receipts for 5, now 6, years just to come into redeem my credit at the incorrect time?  The policy is not difficult to comprehend.

  My only mistake was trusting the manager who 100% intentionally misguided me to return at a later date, most certainly to her benefit.  

  My local Brick's response to this complaint is lazy and condescending.  She told me over the phone that she had notes in their system of when I came in the first time.  I find it interesting that she didn't include those notes she supposedly took, nor the date, in her response.

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

• Initial Complaint

  16/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 30 2024 I went into the Brick to purchase a dishwasher. We purchased the dishwasher(and warranty) for 1034.77$. The Dishwasher arrived on April 4th 2024 at around 5PM. I had someone scheduled to install the dishwasher on April 7th.. I opened the dishwasher on April 6th and noticed it was scratched. I started calling the customer service number indicated on the invoice on April 6th at noon. Nobody answered the phone. I called at least 30 times from April 6th to April 8th. Finally at around noon on April 8th someone answered and advised me to send an email to the email address on the invoice. I complied and nobody responded. I called back on April 15th and was told the email address was incorrect and to use a different one. I requested that someone come and replace the door as it was severely scratched or the entire dishwasher. It is important to note that the scratch is also visible under the plastic wrap suggesting it was scratched before being placed in the box. When the supervisor contacted me they said they could not replace the scratched dishwasher door as the 48 hour window was over. I did not know what they were referring to as nobody advised me that we had 48 hours from receiving the dishwasher to contact them for a return- the salesperson, delivery person nor the bill indicated that we had 48 hours. That being said I did attempt to contact them many times on Saturday and Sunday which is within the 48 hour time frame however as indicated in an attached email due to understaffing they cannot always answer the phone and did not answer the phone. The Brick offered me 170$ plus tax in compensation however in my opinion this is not acceptable. We purchased a new dishwasher and it is scratched and was scratched prior to being packaged. We did comply with the 48 hour rule(even though never not advised of this). I have read many reviews online of similar situations occurring and am hoping the *** can assist me in getting a fair resolution.

  Business response

  20/04/2024

  Dear ***********,

  I hope this message finds you well. We appreciate your recent inquiry and the opportunity to assist you further regarding the issue with your dishwasher. 

  After reviewing your case, we have two options available to address your concerns:

  
  1. Credit Refund Option:

  We are prepared to offer you a credit refund of $350 plus applicable taxes. Please note that accepting this refund will void the warranty on your product. If you choose this option, kindly let us know, and we will proceed with the necessary steps to process the refund for you promptly.

  2. Panel Order Option:

  Alternatively, we can try to order for a replacement panel for you. If this is possible then we can certainly go for this option. If we are unable to order the new door panel then we can go with the credit refund. 

  We understand the importance of resolving this matter to your satisfaction and are committed to assisting you in making the best decision based on your preferences.Please let me know what options you have chosen or if you have any further questions or concerns. Our team is here to ensure a smooth resolution for you.

  
  Thank you for choosing The Brick. We look forward to your response and the opportunity to assist you further.

  
  Warm regards,

  Customer response

  23/04/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21581503, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2023, I purchased two sofas from The Brick using my ******* card. ******* Financial has a partnership with The Brick. On the day of our purchase in December 2023, The Brick informed us that the sofas would not arrive until the end of January or the first week of February. We returned to the store at the end of January, but The Brick still did not have the stock available. At that point, upon learning that the item was out of stock, we inquired at The Brick's 401 Weston location if we could purchase from another Brick location. We asked the Brick's 401 Weston location if we could buy from another Brick location because we saw the same sofa in stock at the Dundas Brick location. The Brick refused to allow us to purchase from another location. Three days later, The Brick called us to arrange a delivery time for the sofa, which was no longer in stock. My mother told them she hoped they weren't delivering the damaged showroom sofa we had seen, or the same one we saw on the floor, and specified either the first or second week for delivery with no guarantee of the exact date. On the day we purchased the sofas, we explained to the ***** *******, ******, that we needed the sofas specifically for our holiday celebration, Eid, on April 10th, for family gatherings. I had requested the Brick's 401 Weston location to allow us to try another location to buy the same sofas since they didn't have them in stock, but they refused to let us go anywhere else. Fast forward to February 2024. We received the two sofas from The Brick on February 28th. The two sofas we received on February 28th turned out to be defective, saggy, and damaged products. Two days after receiving the sofas, we called The Brick to complain about the saggy sofas that felt completely saggy and not new. When sitting on the chair, we felt ourselves sinking into it. The Brick representative who spoke to my mother over the phone used a very disrespectful and improper tone, even swearing at my mother. I witnessed the conversation. She was very defensive and deceptive, refusing to acknowledge our claim that the sofa was not new and was defective and saggy. How could they ignore a claim without even sending a technician to verify or disprove the faulty product? That is a dishonest business practice to manipulate the customer and cover up the facts. Finally, after we kept pushing and resisting, The Brick sent out a technician to our house on March 5th, 2023. The technician confirmed that the two sofas were definitely defective and saggy. The Brick delayed informing us about the status of the technician's assessment of the sofa, and finally admitted over the phone that the sofas were defective. The Brick suggested we keep the defective sofas until they deliver new ones, either in mid-April or May, without providing a firm date, disrupting our Eid plans for family gatherings at home. I am incredibly frustrated and regret purchasing anything from The Brick. The disrespect my family and I faced makes me never want to do business with them again. The Brick didn't even acknowledge our request to pick up their defective sofas with their own truck. I hired a moving company for $100 to return the sofas to The Brick's 401 Weston location on March 15th, 2024. I also paid for professional wrapping material for the sofas from **** *****. I returned the two sofas to The Brick on March 15th, 2024. I want nothing more to do with The Brick. They have their products back, and all I want is for my ******* card balance to be at $0.. The Brick threatened me by email, stating that ******* Financial would send me to collections if I didn't pay for a product that both The Brick and ******* know I returned on March 15th, 2024. I'm angry that they're affecting my credit standing for a product I returned to The Brick. ******* Financial called me on April 9th at 8:27 pm, harassing me and telling me to deal with The Brick, not them. However, ******* is also at fault for refusing to set my balance to zero. ******* called me again on April 12th at 8:29 pm to harass me further. Please help me out of this nightmare; it's completely unjust and unfair. As far as I'm concerned, The Brick accepted the return of the sofas, so I shouldn't have a balance since I no longer have their products and don't want to deal with that nightmare of a company. I also paid The Brick $99 upfront instore, and they still haven't refunded me that amount. ******* reported $2,022 to creditors on my credit report as of March 31st, which I've seen. The total amount The Brick claims I owe is $1,807.89. All of this is unjustified since I returned their sofas, so I don't owe them anything.

  Business response

  15/04/2024

  Hey Team,

  This customer has already been provided all the details by the store management. The delivery dates mentioned on the website or provided by any sales agent in-store are always tentative and expected. It actually depends on the product availability in stock. Once the product arrives in stock, the store team contacts the customer to confirm and schedule the final delivery date. This customer reported to the store that the sofa they received was sagging and was insisting that they got a floor model. The store team provided this customer with all the information that the product delivered to their house is a brand new product. The store team asked the customer if the product was manufacturer sealed, but in return, this customer responded that they don't care and wanted an exchange. The team informed the customer that we can't move forward with the exchange without having a clear answer. After the technician was sent, the technician confirmed that it's a manufacturing defect and the customer would like to reselect, and the reselection was approved by the higher authority. The team informed the customer that they have one week to visit the store for reselection. When this customer returned the sofas, the store team informed this customer that the amount will be used as an in-store credit and cannot be refunded. This customer is aware of the in-store credit that they have received. After a few days, the customer called the store again with a ******* CSR on the other line and asked for the return. As mentioned by the store previously, they explained to this customer again that this is only an in-store credit and there will be no refund towards the reselection. This customer was made aware at the time they returned the sofas that the amount will be used as an in-store credit and will not be used as a refund. After a few more days, this customer called the team again asking for the refund. The team informed them that the terms of the return of the sofas were either for reselection or in-store credit for future purchases. The cardholder told that they are not going to pay ******* and they were informed by our team that if they did not repay ******* under the terms and conditions of the purchase, ******* will put the account into collections which will affect their credit rating. We have informed all the details to the customer and consider this case closed from our end.

  Thank you!

  Customer response

  17/04/2024

  
  Complaint: 21570221
  
  I am rejecting this response because:

   

  
  The Brick's terms and conditions phrase is not the law. That's a phrase you use for your business and how you do things. But in reality, your terms aren't law.
  I, ***** ****, declare the consumer-customer relationship contract with The Brick is null and void. The Brick has breached the Consumer Protection Act in this dealing.
  Under the Consumer Protection Act, misrepresentation is illegal. It's illegal for a business or individual to give false information about themselves or the product or service they offer.
  When we called The Brick two days after receiving the defective sofa on February 28th, 2024, we informed the Brick representative that we received a defective sofa out of the box. The Brick representative on the phone strongly recommended we go through an unnecessary warranty repair claim, as if we had used the chairs for weeks, months, or years, and suddenly the product had faults that required warranty.  Your brick representative immediately denied our claim over the phone. She said your product is new and nothing wrong with it without investigating the issue. 
  That is misrepresentation from your employee at The Brick over the phone  Offering a warranty repair claim was very deceptive and sneaky. Your representative tried to impose this on us over the phone two days after February 28th 2024.  
  On March 5th, your product was proven defective by your technician, *******. Your employee thought it was perfectly fine to dismiss our valid claims of the sofas being saggy and defective, while The Brick deceitfully tried to push us to claim warranty on a product just delivered. This is grounds for terminating an agreement with The Brick.
  Back in December, The Brick lied to us verbally. They promised to deliver the sofas by the end of January but kept making promises they couldn't fulfill. When a business promises to deliver a sofa, You've failed on your promise.
  I also want to inform you that I got permission from a ******* Financial representative to record a conversation I had on the phone with them. The ******* representative admitted on a call recording that I have a zero balance and that I owe nothing regarding The Brick's faulty product, which was returned on March 15th, 2024. 
  I am requesting again, as I said before, that The Brick refunds the full amount of the sofas back to ******* and returns my credit to zero. This is not a new request to the Brick or *******
  The product you sent on day one was falsely advertised. You promised quality before receiving payment, and that was not delivered. The opposite was received.
  I am well within my rights to refuse.
  We repeatedly said we don't want your sofa after we discovered it was defective. We did not just tell ***** that in the store; we expressed regret and anger once we received your bad product over the phone two days after February 28th. The burden is on your company and ******* and will not be on me; I assure you it will not.
  The Brick sent me a defective product, and on day one, we noticed it sinking in the chair. The Brick advertised a brand new sofa. We purchased a sofa with the expectation that it would be brand new and function like a new sofa, but it performed like a used product.
  The particular Kassia model sofa I tested at the Dundas Brick location was quite firm with no sagging. 
  The Brick is lying because we repeatedly expressed we wanted a refund from the day the sofas were declared defective over the phone and in person. The Brick refused our rights under the Consumer Protection Act. You are liable; you provided a a defective product day 1 that did not live up to expectations. 
  I'm so frustrated I been repeating my stance over and over with them and *******. 
  By the way let me make this clear  the ******* account is only me not my mother. 
  
  
  Sincerely,
  
  ***** ****

  Business response

  18/04/2024

  Hey Team,

  The information provided to this customer by the store team was all correct and accurate. If the product is facing any issues, the customer has to fill out a warranty claim form for the team to review. The warranty claim information provided by the store team was not unnecessary as they were trying to help this customer. All the details regarding the warranty claim are already and clearly mentioned on our website. We can recommend this customer to visit our website and they can go through all the details regarding this policy mentioned on our website. When the technician confirmed that it is a manufacturer defect, this customer was approved for a reselection and was clearly informed that they would have one week to visit the store in person for re-selection. As mentioned previously, all the dates mentioned on our website or provided by any sales agent in store are always tentative and expected. Once the product is in stock, then the store contacts the customer to schedule and confirm the delivery date. Therefore, the date provided to this customer was tentative and expected as mentioned before as well. We have already and we are again informing this customer that the amount will only be used as an in-store credit and is not refundable. The store team has already provided all the information to this customer that it can only be used as an in-store credit. The terms of the return of the sofas was either for reselection or in-store credit for future purchases. We have already provided all the details and information to this customer and we consider this case closed from our end.

  Thank you!

  Customer response

  22/04/2024

  
  Complaint: 21570221
  
  I am rejecting this response because:

  The Brick is attempting to evade responsibility for the defective product you sent me on February 28th, 2024.

  I, ***** ****, have never accepted, nor am I accepting, any product exchanges or store credit from The Brick. Your products have been back in stock since March 15th, 2024, and today is April 22nd, 2024.

  Your store did not even respect our religious holiday, Eid. I requested to go to another Brick location since the same product was in stock at the Dundas Brick location. Your product was still not in stock at the end of January 2024. The Brick Weston location refused to allow us to go to another location, even though it was in stock at the Dundas location well before our delivery date, just to ensure we did not miss Eid.The Brick did not even respect our religion. I repeatedly stated that we needed the sofas before Eid, even before we received the delivery.

  This turned into a nightmare when you delivered a defective product to me. I never agreed to accept in-store credit or any product exchange. I've returned your product for a refund, and that refund needs to be sent back to ******* for the full amount of the sofas.

  You cannot force me to be your customer.

  I'm sure you are aware of defective product laws in Canada. Here's a link to the Canadian Office of Consumer Affairs' page on refund and exchange policies.

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

• Initial Complaint

  28/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 16 2020 I purchased an appliance package(all ****** brand) from the brick whitby location, with a 4 year extended warranty. On September 20 my over the range microwave fan stopped working properly-the fan would only work on high speed. I called for a service appointment, they came on September 22 2023. Couldn't fix it them, said they would come back. That night we tried to use it and there was a burning smell of plastic so we unplugged and called again to update the file and see when there was another tech to come. The next 6 months have been me waiting and calling for a tech to come fix this microwave. They have come more then 4 times over the last 6 months, yet it remains unfixable, according to the service department. It has been a struggle to get a service technician in to look at it. They are offering me less then the cost of what I paid, including the warranty which is the amount of less then 300. I believe this warranty applies with a no lemon guarantee as stated to me at time of purchase as well as on their website for a replacement of same.

  Business response

  09/04/2024

  Hello,

  This the customer was offered a pro rated credit as per the King and State Certificate. Yes we offer a no lemon guarantee - but that is a separate conversation. The no lemon guarantee is to guarantee we wont continue attempting to fix the same issue more than 3 times. In this case the item is deemed unrepairable and as a result a credit was offered. This order was finalized 9/26/2020 and the prorated credit has been applied accordingly. 

  Further to this, we offer 2 programs, signature and signature plus. With the signature plus option, there is no prorated credit and the customer is entitled to the full value. This customer does not have the signature plus plan, so their compensation is prorated. 

  We would encourage the customer to review the warranty certificate (see attached PDF), as well as the warranty section of the website -  again they purchased signature basic they aren't even entitled to the no lemon guarantee. 

  As such, the credit offered is final and our decision is not changing.

  Thank you

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. We purchased a mattress, box spring and bed frame with LIFETIME WARRANTY (purchase date Nov 13, 2005) (original purchase invoice attached) 2. The Mattress has failed. A warranty claim was filed with the Brick on Feb 18, 2024. (confirmation receipt attached. 3. The Brick Refuses to honour the warranty. The Brick Claims: (see email exchange) a. the manufacturer warranty has expired (10 years only). b. the bricks website clearly claims that "The Brick Warranty picks up where the manufacturer warranty ends up to 25 years" 4. (Customer Service Representative): "******* *" indicated on March 6, 2024 that "The Brick" needed 48 hours to decide course of action. There has been no response to date. We agreed I'd be filing a complaint with the *** if there was no response within 48 hours.

  Business response

  22/03/2024

  Hello,

  Please not that this customer is still actively reaching out to us directly outside of his *** escalation and that this case is currently being worked on by our regional management team. A letter to address this customers concerns is in the process of being drafted by upper management.

  Thank you

  Customer response

  22/03/2024

  
  Complaint: 21422194
  
  I am rejecting this response because, the Brick offered a pro-rated settlement.  The warranty states settlement of 1) replacement or 2) repair.  A pro-rated settlement isn't an option per the warranty statement.  I've copied below my most recent response to The Brick (submitted on March 17) and still waiting for a response.

  I've attached: the original mattress warranty at time of purchase terms and conditions.  The Brick's lifetime warranty terms and conditions from their website for reference.

  Sincerely,
  
  **** *****

  ---

  Hi Everyone,

  
  Had a few message left about a credit and a pro-rated warranty.  I'm confused.  From the Brick's Website, the 25 year mattress warranty states (below): "...The Brick’s lifetime mattress warranty begins when the manufacturer’s warranty ends, and extends the manufacturer’s coverage for the lifetime of your mattress (up to 25 years)."
  
  
  Looking at my manufacturers warranty for our mattress (brochure at time or purchase), "...Spring Air will repair or replace the defective mattress...".
  
  
  I'm confused where the prorated warranty comes from.
  
  
  Please replace the mattress with a comparable mattress per terms of the warranty.
  
  
  In addition, when a team member from the Brick leaves a message, could they identify themselves with a phone number, extension and time they can be reached so that I can return the call?  I return the call only to find the person answering has no idea about the case, warranty or next steps.
  
  
  Thank you,
  
  
  ****

  Business response

  25/03/2024

  Hello,

  Unfortunately, irrespective of if this customer feels they are entitled to a replacement of the product and that pro-rated credits are not how this should be handled, that does not mean that that is not the industry standard for cases such as these and this is not how we will be proceeding. 

  This is the formula. It has been 18 years and 2 months since this claim started which equal to 218 months.
  
  Customer purchased a mattress 18 years and 2 months ago for $2500.00. Formula to find the credit would be:
  18 Years x 12 = 216 Months plus 3 months = 218 months
  300 – 218 = 82 Months Remaining
  $2500.00 ÷ 300 = $8.33
  $8.33 x 82 = $683.33 Total Credit

  As such, we are providing them a credit of $683.33 and that is final. This has been escalated to the highest possible level of management at our company and the answer is not chancing under any circumstances.

  Thank you

  Customer response

  26/03/2024

  
  Complaint: 21422194
  
  I am rejecting this response because, a pro-rated warranty violates the written terms of the warranty.  Specifically:

  1. The manufacturer warranty states: "...Spring Air will repair or replace the defective mattress..."

  2. The Brick's warranty states: "...The Brick’s lifetime mattress warranty begins when the manufacturer’s warranty ends, and extends the manufacturer’s coverage for the lifetime of your mattress (up to 25 years)."

  Note the part about the Brick's warranty "extending the manufacturer's coverage".  

  Thus the only options are to 1) repair the mattress or 2) replace the mattress per the terms of the manufacturer warranty.

  Please advise on next steps and how I can escalate to the Brick Leadership team.

  Thank you.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/31/23 Salesperson at THE BRICK in Langley ***** ** showed us various reclining sofas.We chose the suede and purchased 2 sofas. He told us that we made a good choice as the others were not real leather, or something to that effect.***** then suggested we consider the extended warranty which would cover“everything for 5 years” 01/05/24 2 sofas delivered 01/06/24 emailed ***** that the sofas were FAUX Suede not real Suede and that the 5 year warranty was only for real Suede and the FAUX was only warranted for peeling and cracking for 1 year Manufacturers Warranty. As well, contrary to what ***** told us repeatedly, the warranty was“SINGLE INCIDENT REPAIR”. I also pointed out that he had included a Carekit which is basically useless for FAUX suede per the instructions in the kit. I can only surmise that the kit was sent because we had purchased REAL suede thus the Kit could be used. In addition the CareKit referenced a “BLANKET COVERAGE CERTIFICATE” that contains “important information and further details”. It was the lack of this certificate that prompted me to get details of the the warranty and then to bring it to his attention. 01/08/24 ***** phoned and said he had told us the sofas were Faux suede and said he would send me a copy of the Warranty. He then proceeded to read from the warranty Copy what was covered for 5 years which included “Cracking and Peeling of finish”. He had no comment regarding the Carekit not being useable for FAUX suede. 01/08/24 Received an email from ***** with an attachment that was supposed to be the Warranty. I emailed ***** back and told him we remembered choosing the Suede versus the Leather in the same style but not that it was FAUX suede. I also reminded him that products in the CareKit were not useable for FAUX suede and asked why did we get it. I said it seems this was supplied because we had purchased REAL suede!I also told him the 1 page attachment he sent that was supposed to be the 5 year Warranty was not what was on the Brick’s website As well, I said the attachment is headed “Furniture Protection Plus Plan”, but our invoice says “5 YR FURN WTY” and the website has another name. I then stated that it was clear to us that by sending us the Carekit and again saying that everything, including the Cracking and peeling of the Finish” was included in the 5 year warranty you new we were buying REAL suede. I then said nothing had been resolved. 01/13/24 After not hearing back from *****, I emailed Brick’s Customer Service asking that my email of 01/08/24 be sent to the Sales Mgr. 01/15/24 I received a phone call from ****** ****, Sales Mgr and I went through with her what had happened. She said she could refund the cost of the warranty and I said no. We want the warranty that we were told we were buying from The Brick, stating that we have full and complete warranty coverage for 5 years. ****** said she did not have the authority to do this and would speak to the ***** *** and get back to me. 01/23/24 I emailed ****** saying I had not heard back from her. 01/26/24 ****** called to say that the ***** *** had said no to my request. I then asked to speak to him. She said she would ask him to call me. 03/06/24 I have not heard from the ***** ***, ******* ******** ** ***** **** ****** **** ** ************ ***** ** since the above communications.

  Business response

  08/03/2024

  Hello,

  Here is what we can advise for this complaint:

  1) The care kits we provide are general furniture care items. They are not specialized to customers products, that's why they're free. The instructions on how to use these products are clearly labeled on the bottles. If the products aren't to be used for suede, then the customer is welcome to use them for other products in their home. They were not charged for these items we throw them in a a bonus when warranty is purchased. This part of the complaint is not relevant. 

  2) The details of what is covered with the 5 year warranty purchased are outlined in full here: *************************************************. They purchased the regular 5 year extended warranty. This customer seems convinced that the coverage they purchased is not the same as what is outlined on our website. This is not the case. 

  3) Given that this customer felt mislead by sales staff as to the specifics of what is covered under warranty, we offered to provide a full refund of the cost paid for the coverage. The customer refused this and instead is demanding that we provide them with warranty coverage that does not exist. We do not offer warranties that as cx said "covers EVERYTHING FOR 5 YEARS". Therefore, it is not within the realm of physical possibility for us to grant this customer said coverage.

  We unfortunately cannot invent a new set of warranty guidelines that would cover what this customer feels they are entitled to. Additionally, we cannot assist a customer that is refusing a refund for services they have told us they do not want. We consider this matter closed.

  Thank you

  Customer response

  08/03/2024

  
  Complaint: 21396213
  
  I am rejecting this response because:

  The salesperson REPEATEDLY said the 5 year Warranty was for EVERYTHNG, which is why we purchased it.

  After receipt of the sofas I emailed  the salesperson regarding the Suede vs Faux Suede and what the warranty covered.  He called me and he told me item by item what it covered FOR 5 YEARS NEVER MENTIONING "SINGLE INCIDENT REPAIR" nor the fact that FAUX SUEDE only had 1 year (Because he sold us SUEDE).  I asked  for a copy of the warranty.  What he sent was ONE PAGE which is headed

  FURNITURE PROTECTION PLUS PLAN which just shows exactly what he told me at the time of sale and on the phone  was covered.  He out and out lied to us. We want the warranty that we were sold not a refund. 
  
  Sincerely,
  
  **** *****

  Business response

  11/03/2024

  Hello,

  We cannot sell this customer a warranty that does not exist. We cannot refund a customer that refuses to cooperate with us to receive said refund. Our decision has not and will not change. We consider this closed and encourage the *** to follow suite. If anyone has any questions as to why, please see our previous response where detail on this was provided. Our response on this will remain the same irrespective of the avenue of escalation or how many times our responses are rejected.

  Thank you

  Customer response

  11/03/2024

  
  Complaint: 21396213
  
  I am rejecting this response because:

  An employee of The Brick SOLD us the warranty as previously advised.  I would expect any reputable company to stand behind their employees but this is certainly not the case.  The statement that The Brick cannot sell a warranty that does not exist is a ridiculous response.  Their employee sold us the warranty as previously advised.  All I am asking is the product that was sold to us by The Brick.

  Has the head office of The Brick organization been contacted?

  Sincerely,

  
  **** *****

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 Times in a row they have sent me faulty Range Hood. I purchased 4 Appliances from them on 31/12/2023. Today is 5th March and yet again they have sent me a defective Range Hood. The problem is I cannot esclate my issue to the President ***** ***** and they will not give me her address. Once I write to her, I know my issue will be resolved immediately. I also had an issue with regards to the installation of my Dishwasher which was again entirely their fault and they will not offer compensation for the Service Issues I keep having with them. So please intervene to get me ***** ***** emaila address and please do whatever in your capacity to recitify the Product issues I am having with this Organisation. Thank You. Paid approximately over ca$5,000 for the appliances. My Order # ***********

  Business response

  12/03/2024

  Hey Team,

  The exchange occurred on February 23rd, and the customer did not report the defective unit at the store level. The store has already sent an email to the customer, asking them to send details and pictures of the defect to the email address provided. The store is currently investigating this issue and is waiting for the customer to send their pictures. Can we please close this case?

  Thank you!

  Customer response

  12/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1) They ONLY contacted me today because BBB got involved. They are saying they ALREADY contacted me. They NEVER did before today

  2) I paid BRICK for Installation of the Range Hood. They sent their installer here. He noted the defect yet again, took pictures immediately and only left after filling a complaint on the spot and uploading pictures.

  Why are they not following the same process they followed previously of contacting the installer because he is the professional and not me. 

  3) When there was an issue with installing my dishwasher,  they followed the installers report and the pictures he loaded, why are they not doing it this time.  They followed the same process when a defective Range Hood was delivered the 1st time. What happened this time ?

  Please lower their RATINGS

  4) In my opinion this issue will only be sorted if I write to their President ***** ****** and they just won't provide me with her official contact details. I hope you can help get her contact details for me

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

  Business response

  16/03/2024

  Hey Team,

  This customer did not report the defective unit at the store level. The first step for the customer, upon receiving any defective product, is to report it, which this customer didn't do. Once the store became aware that this customer had received a defective unit, they immediately sent an email to the customer requesting pictures of the defect and other details. The customer was supposed to report all issues and concerns to us, which she didn't do. The store is currently investigating this issue and has sent an email to this customer. Can we please close this case?

  Thank you!

  Customer response

  24/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1) The installer took pictures. He sent the pictures to his office and Brick in the same message. He confirmed that Brick would get copies of pictures showing defects Instantly. After sending the pictures and reporting the defect, the installer left our premises.
  
  2) I have no faith in this Customer Service team as it is quite apparent that they have no control over their colleagues in the warehouse from where the products are being delivered. If they did, the 2nd Rangehood delivered was even worse than the 1st one. If they received pictures of the 1st Defective Rangehood, and could not ENSURE that I get a brand new piece, what guarantee is there that, if the received pictures from me the 2nd time around that they would deliver a brand new Rangehood. Why give me the Trouble of taking pictures to send it to them. Are they paying me to do their job ? What don't they go the extra mile and say ok, we will send someone to take pictures if you are busy to take them and send it to us, since we are the ones who are defaulting in our service standards
  
  3) I called the Sales Person who sold us the 4 items informing that the Customer Service Team had once again delivered a defective Rangehood. I informed him, we were bitterly disappointed with his after sales service. I requested for ***** ****** email address, it was not forthcoming.

  4) Finally I get an email from their Regional Operations Manager on 14th March. I respond to his email the same day. I call his number shown in his email. There is a continuous recording that the caller is not taking call. This setting can only be done by the person on his phone and it not a malfunctioning. It happens all the while with me Clinic but when they can take calls they remove the recording. The Operations Manager tried to tell me it was a Malfunctioning.

  5) I send him details of my communication with his sales representative who sold us the item. There was no acknowledgement to our feedback.

  I am attaching pictures of the 2nd Defective Rangehood delivered to us the 2nd time. BBB MUST take strong action against this Company. Please keep this Case Open for the rest of the year if possible.

  Please ASK Brick why are they delivering defective Products. The 1st one was defective as well and very dirty from the outside.
  
  Sincerely,
  
  
  ******* *******

  Business response

  27/03/2024

  Hey Team,

  It is the customer's responsibility to report to us if they have received a defective or damaged product. This particular customer did not do so, and without such information, we would not be aware that they received a damaged product. Once we were made aware of this issue, our team immediately sent an email to the customer. All policies regarding this matter are clearly stated on our website, which the customer can visit for further information about receiving a damaged product. It is the customer's responsibility to report the receipt of a defective product within 48 hours of the delivery date. We have investigated this matter and our team has already initiated the exchange paperwork for this product. The customer will soon receive a replacement. Can we now consider this case closed?

  Thank you!

  Customer response

  15/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:The Brick uses a strategy to get rid of defective products by sending them to unsuspecting customers that require them to accept the product is in good condition within 48 hours receiving delivery of the item. I would have blindly accepted the defective product on BOTH occasions as I was not aware of the defects.
  
  We paid $199 extra for Installation Services and it was only when the installer pointed out the defects did we realise that both the Rangehoods were defective. The installer does not come within 48 hours of the item being delivered. You have to book them and then you probably have to wait for a week for the Installer to come and install the product. If I had to open the Box, I would not have noted the defects and would have accepted the item as in good condition and then I would have been trapped into accepting defective piece
  
  Now for a few more new issues with The Brick on this Rangehood Delivery :-
  
  - On 25th March  the Customer Service Representative called me to inform me that the Rangehood was going to be delivered on 11th April. 
  - On 25th March at 09h32 I texted our Sales Rep ***** who attended to us on 31/12/2023 and informed him to ask his colleague to send me an email confirming the delivery on 11th April. I wanted something in writing
  - On 26th March at 08h42 upon reminding ***** to respond, He now responds to me saying that it was an approximate date not a firm date for delivery on 11th April ? This to me was a downright lie as they found themselves in trouble and waited for a day to see if they could resolve the issue internally. Otherwise I should have received a response instantly on 25th March saying that their colleague never confirmed the delivery date of 11th April. No Apology was offered
  - A few days ago The Brick Ms.***** from Customer Service called me on Tuesday 09th April at 16:07pm informing the Rangehood was ready to be delivered and that I should Uninstall the Old Rangehood as the Installers will only Install the new Rangehood. I informed the Customer Service Rep that the agreement with The Brick at the time of purchase was that the Installers would Uninstall the Rangehood and we would haul it away. ***** just refused to make note of the agreement. I asked her to Speak with ***** the Sales Rep with whom we made the agreement. Simultaneously I spoke to Mr.**** from the Installation Company who confirmed that the Installer would come and Uninstall the Old Rangehood and Fix the new Rangehood. This was the case on the 2 previous occasions when the Installer came to fit the 2 Rangehoods, he asked us to clear the Cabinets above the old Rangehood so that he could Uninstall the Old Rangehood and Install the new one
  - The Brick wasted 2 days of mine to verify and confirm what our agreement was, if it was true and on Thursday Ms.***** called to confirm delivery of Rangehood and Confirmed the Original Agreement that the Installers will uninstall the old Rangehood. 
  - This time The Brick has confirmed that they have opened the box themselves and have inspected the Rangehood themselves. Why are they doing the inspection themselves ? I guess they DO NOT trust their warehouse employees ? 
  - I only hope and pray this time around the Installer is not going to find any defect in the Rangehood before the installation.
  
  You can see the massive amount of inconvenience that The Brick has put me through. The mental stress and anxiety that my wife and I have gone through with The Brick is unbelievable. We don't feel that the BBB is being firm enough with The Brick on how they are handling the delivery of a Product we paid for 3 and half months ago.
  
  We feel that our case has been handled very unfairly and our observation is that BBB tends to be lenient with The Brick. We just wonder why
  
  We hope BBB will get us ***** ******s email address along with suitable compensation from The Brick for all the inconvenience they have put us through until now. If The Brick can offer 1 Appliance a year Free for Life would be highly appreciated for a Full Refund of the Purchase of the 4 Appliances made on 31/12/2023
  
  Bibiano
  

  Business response

  15/04/2024

  Hey Team,

  This customer has already been provided with all the details by our store management. The delivery dates mentioned on the website or provided by any sales agent in store are always tentative and expected. It actually depends on the product availability in stock. Once the product is in stock, the store team contacts the customer to confirm and schedule the final delivery date. We DO NOT use any strategy to get rid of any defective products. We have mentioned this previously and are mentioning it again that it is the customer's responsibility to report to us if they have found any defect on the product they have received. The store informed this customer of all the details regarding this installation in a clear manner. We do trust our employees, but as this customer received a defective product previously, that is why we are moving forward with these steps. Once again, it is the customer's responsibility to report to us if they have received any product with a defect. The paperwork for the exchange has been created and we consider this case closed from our end.

  Thank you!

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My daughter who just lost her father, so I thought I would give her a new bedroom, I put in new hardwood floors, ordered furniture from the brick, I had it delivered and assembled, by people that they organized to do that function for me. The floors after they were done are all scratched up, have a big gouge in it, and the brick customer service says that’s too bad, the delivery people said they didn’t do it, and they are claiming that they have nothing to do with who they hire to assemble your furniture . All I want from them, besides, always being brushed off, is to have somebody come, and fix the floors, at their expense. The floors were $3000 and change, and the furniture was just over $3000 and change also.

  Business response

  05/03/2024

  Hello,

  This property damage complaint has already been discussed at length with our management team. We have definitively denied this claim and our decision on this will not be changing. We have determined that this damage was not caused by our team. Please see the following account comments on this customers invoice for detail as to how we arrived at this conclusion

  February 27th:
  The claim has been declined for property damage. According to the delivery crew, these damages were not present and were not caused by them. The team delivered everything in boxes ready for the customer to assemble, and it's possible that the damages occurred due to mishandling by the customer during setup, resulting in severe damage to the floor. damages are too obvious to have gone unnoticed by both the team and the customer at the time of delivery if they were caused by the delivery team. Additionally, as you can see in one of the pictures, it was taken after the bed was set up, which again was not done by the delivery team. basit has already contacted customer.
  
  March 4th:
  cx emailed us with lots of dissatisfaction, replayed them that we already contacted the delivery department and they replied us that they had already contacted and had a discussion with you about denial of the claim with detailed explanation and reasons in past few days.

  We consider this matter closed. 

  Thank you

  Customer response

  05/03/2024

  
  Complaint: 21385158
  
  I am rejecting this response because: even if the delivery team didn’t do the damage, the brick hires, the person that put it together, so, as far as I’m concerned that person works for the brick. I also have pictures of the rocks that were on the boxes that the delivery team delivered because they set it down in my driveway, and obviously picked up a rock. Of course they are not going to, say they did any damage. We were in that room right after they delivered that the guy put the stuff together and he showed us the scratches. Like I said, they hired the delivery guy they hired the guy that put it together, that in my opinion should be under the same umbrella of the brick , and if they are hiring people to put furniture together, that are incompetent, that again is still their problem. I would like it noted that their Service is absolutely atrocious. I am going to make sure I let every person I know and every way possible that their customer service is pathetic.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  25/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a $250 gift certificate for the brick, however, upon attempting to use the card I was informed that it would be subject to unadvertised surcharge. I attempted to purchase two separate items and both times the price quoted/advertised was increased by $150.

  Business response

  27/02/2024

  Hello team,

  Here is the reply provided by our commercial division:

  "I remember this customer… He was attempting to “double dip” beyond Terms and Conditions provided to both programs.
  He sent an e-mail through *******************, which clearly states the below through Venngo’s portal: (please see attached photos)
  Upon receiving pricing, he then advised the sales team that he wants to use the certificate, which then has the below Terms and Conditions written that takes up half the page of the certificate.
  Once the team pointed out the T&C of using either program, he got upset that we are not overriding the T&C of both programs to give him more discounts.
  Both T&Cs of Venngo and Workhuman clearly states “Cannot be combined with special offers or promotions”.
  I fail to see and understand the customer’s accusations of “unadvertised modifications” when the T&Cs are very clear?"

  We are standing firm on our decision to refuse any further discounts to this customer and this will not change under any circumstances.

  Thank you

   

  Customer response

  01/03/2024

  
  Complaint: 21345765
  
  I am rejecting this response because:

  1) The complaint is not in response to the Venngo discount.  I made the store location aware of the gift card prior to finalizing the purchase.  Payment was processed less the amount reflected on the Gift Certificate.  Upon discovery of the limitation and restriction I promptly visited the retail location and paid the difference. 

  2) The retail location interprets the restrictions of the card to apply to all products and refused to honour the gift certificate towards current advertised pricing.  No discount was requested.      

  3) Terms of service clearly state gift card can be applied to current advertised pricing only.  Upon further review the retailer has agreed to honour the card as intended and it has been used for a subsequent purchase.  

  4) This matter is now resolved.

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

*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. ↩