ComplaintsforThe Brick Warehouse LP

• Initial Complaint

  06/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I desperately need your help regarding a purchase I made at the Brick on cyrville road in August 2020. I purchased a coffee table and it was broken so I had to return it. I had also purchased a side table and bed at the same time. The Brick was not willing to exchange my table for me because of an argument with their warehouse manager. Eventually, they agreed and picked up all their items, promising a refund. Now they are not willing to refund me my money. This has been dragging for a year and I’m fed up. I have tried to speak to different managers and they simply don’t care. Please let me know what you can do. The amount is $1300 and my credit card is charging me interest every month. *** *** **** ** ** *************

  Business response

  15/08/2021

  Hello, after reviewing this, we can confirm This has been already forwarded to our accounting department to look into and investigate the charge that the customer said that her **** had reversed back to the Brick after a charge back reversal done.  Our accounting department has had no notifications from ********** about this. We are continuing to follow up on this.

   

  Thank you!

• Initial Complaint

  05/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i bought brick leo 7 seater sectional sofa from brick 17 dec 2017 with 5 year extra warranty cost 379.99. now I claim my warranty on 21 april 2021 to brick department. as they came to my house took some damaged sofa pictures and after that no response from them. I continues follow them as they give only single answer they orders the parts when parts will come we will contact to you. But Its long wait I called them every month to check what is update same answer and One of the rep. said we have policy if your parts not coming with in 3 months we have different policy we will change the sectional sofa we will give you different option. Today I called them i told them its more than 3 months now they said your parts on the way. when we get it we will call you. but in this way i feel cheated they ripped of my money $2792.00 CAD. I **** ** ***** *** ***** ****** **** ******* ******* ******

• Initial Complaint

  03/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  **** king mattress purchased August 2016 purchased August 2016 with life time warranty from Brick in Ponoka. Mattress lumpy indented many areas, most 2 or more inches of indent. Mattress clean as purchased mattress cover recommended by Brick Ponoka at that time. We now have submitted 3 claims as each time she wants more pictures. I submitted the third claim August 1/2021. I have sent over 40 pictures to her. Rep name ****** ********* claim number Code ******** ** *******. I would like refund for this mattress as warranty claims.

  Business response

  04/08/2021

  Good day

   

  After verification with the store management and the bedding warranty department, we can confirm that the store location is currently in contact with the manufacturer in order to seek a return authorization for the product for the customer.

   

  Thank you very much. 

  Customer response

  04/08/2021

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

• Initial Complaint

  03/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I PURCHASED MULTIPLE FURNITURE SETS FROM THE BRICK. A $1500 BEDROOM FRAME, HEADBOARD, RAILS, FOOTBOARD, AND CHEST DRAWER FROM THE BRICK. I ALSO PURCHASED A $1589 CHILDREN'S BEDROOM SET CALLED THE LILY, $1800A FULL DINNING ROOM SET WITH 4 CHAIRS, $350 TWIN MATTRESS, AND A $4100 DUPE CLOUD COUCH. I PURCHASED WARRANTY ON ALL OF MY FURNITURES. I ALSO ASKED THE BRICK TO ASSIST ME WITH INSTALL WHEN RESTRICTIONS EASED BECAUSE I WAS STRUGGLING WITH ASSEMBLING THE FURNITURE. THE BRICK HAS REFUSED TO ASSIST ME AND CLAIM THAT I NEED TO FILE FOR A WARRANTY CLAIM. MEANWHILE, I HAVE ADVISED THE BRICK THAT MY FURNITURE IS NOT DAMAGED AND DOESN'T QUALIFY FOR A WARRANTY CLAIM. IT SEEMS LIKE THE BRICK WANTS TO ABSOLVE THEMSELVES FROM ACTUALLY ASSISTING ME WITH THE ASSEMBLY BY INSINUATING THAT THE FURNITURE IS DAMAGED. I HAVE ALSO ASKED FOR A REFUND BECAUSE YOU CAN'T ACTUALLY CLAIM ANYTHING WITH THE WARRANTY.

  Business response

  10/08/2021

  Hello,
  
  The client made a purchase on November 28 2020 at the West Edmonton Mall Brick location.
  
  During the first year manufacturer warranty, The Brick will cover fabrics for the first year against seam failure and separation only. Accidental or incidental damage, fading, and discolouration from light or sunlight will not be covered under this one-year warranty. Natural wear of fabrics may occur over time and are not considered defects. The foam padding in some furniture can shrink, and the outer fabric may shrink with it. This is characteristic of certain types of fabrics and will not be considered defective. Furniture provided for commercial use will not be covered under warranty.  Coverage does not apply if you damage your product while putting it together or if you do not put it together correctly, resulting in damage later.
  
  The client reported to the store location more than 6 months after the delivery that items were damaged.  After review of this, it was determined that the product was not assembled properly, and does not qualify for coverage as per the terms and conditions listed above.
  
  We hope the client can understand and do apologize if we have not met their expectations of coverage.
  
  Thank you.

• Initial Complaint

  03/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a sofa on June 24 at brick furniture store southsurrey ,But the first week after the delivery was broken, I called the furniture store, the furniture store did not solve, let me contact "** ********* "After waiting for another week, ** ********* Maintenance take cheack, told me that the sofa quality problem, let me contact the store.But when I contacted brick furniture store, brick furniture store told me that I bought a special price, not to return, but nobody tell me when I bought this is a special price.**** ** ******** ******

  Customer response

  03/08/2021

  The merchant has been solved.Withdraw a complaint

• Initial Complaint

  29/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order on April 22, 2021 for a delivery date of June 15, 2021. As of July 26, 2021 I have not received the items purchased, however, had been making payments since ordering them. I contacted the Brick using their online chat as they did not have an 800 number to call. The customer service representative told me that two out of the three items that I ordered were available and could be delivered on July 29, 2021. I would receive an email the night before with the delivery time window. I did not receive an email on July 28, 2021 so contacted the Brick on July 29, 2021 and was told that the store had called me on July 28, 2021 to confirm, however, they had not called me or left a voicemail. During the chat on July 29, 2021 the customer service representative said that the store in Sarnia would call me but they did not. I tried calling the store and there is no answer. The person on chat just stopped answering. I would like my money back for these items.

  Business response

  29/07/2021

  Good day

   

  After verification in this customer's account. We can confirm that the customer has been able to establish contact with the store location. As per requested on the BBB complaint, the customer has requested for the store to cancel their order for the remaining missing pieces. The store has indeed cancelled the order and has issued the refund procedure which will take 5-7 business days to be refunded back to the customer. 

   

  We apologize for any inconviniences that this situation has caused.

   

  Thank you very much.

  Best regards.

• Initial Complaint

  29/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a fridge from the brick and paid for delivery and removal of the old fridge. They did not mention they only deliver in the mornings ( when people are most likely at work themselves ) I explained I was not informed of this and would need it delivered at 3pm when I am at home. They offered no valid reasoning why this couldn’t be done and preceded to hang up on me . I would like my fridge delivered when I am available at home like most costumer service companies would provide and to be reimbursed the delivery fee due to the inconvenience of me having to wait around on my day off for 3 hours because they can’t give you a certain time of delivery

  Business response

  29/07/2021

  Hello,

  In major markets, clients will receive a call the day before their delivery from our automated service and we'll give them a three-hour courtesy delivery window. We cannot guarantee delivery times due to factors like distance, weather, traffic or other delivery-related delays or changes, so they may potentially need to be available all day for their delivery.  We apologize if this was not explained to the client prior to their delivery day.

  After reviewing this, we can confirm the delivery is scheduled for tomorrow, July 30th 2021 between 9AM -12PM.  The store location has also submitted an adjustment form to refund the delivery fee to the client, and it will be refunded to the original method of payment once it is processed.

  Thank you!

• Initial Complaint

  28/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased furniture at the brick store in Richmond, BC in 2017. They highly suggested we get the 5 year warranty, the woman had said that anything could happen and the brick would honour it with a new piece or parts after assessing. For example she said if we were to get nail polish on it that it would be covered. We were never given any papers stating the rules of the warranty. I also have 3 witness, who can vouch for this. My husband and I went to the brick to ask about warranty. They gave us our invoice and a email to begin the process. The woman said she would get back to me that day. I didn’t hear anything back for over week and called. She then said in a couple days and we waited longer. She then asked when the things started to fall apart. I gave her all the info of when the couch started to fall apart. We were then told in email that we were not approved. I then filed a complaint online form. She called my husband threatening him, that there is no one else, I am only one ***

  Business response

  28/07/2021

  Hello,
  
  Unfortunately we have been unsuccessful in locating the clients account to investigate this concern. Please have the client provide their sales order document number (located on the top right hand corner of their invoice copy). If the individual on this complaint is not the purchaser on file, we do require a signed letter consenting the release of the purchasers account details to the individual making this complaint.

  
  Thank you.

• Initial Complaint

  28/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a washing machine from the Brick. Right away after I set it up, I noticed there was a water line in the drum and water in the pump. I phone them the next day to complain. No one phone me back. I left my name , address and telephone number. I phone again on another day but no phone call back again. I have phone three times with no response. I paid for new and got refurbished. I went down to the Brick and was dismissed. I paid for a warranty and still no one would help me. This washing machine has never worked and the machine is not even a year old. I have now been without a washing machine for 5 weeks. I phoned back on July 14th 3 times. The last call noted the store was closed and call back tomorrow. They promised that someone would phone me back. I talked to ***** and she said ****** would phone me back but that has not happened to date. I purchased a 4 year extended Signature warranty upon purchase of the washing machine.

  Business response

  31/07/2021

  Good day
   After verification with the store location and the customer's account. We can confirm that the unit ******** ( washer ) was delivered to the customer on October 1 2020.
  
  It seems that the customer has visited their local brick location in May of 2021 to inform that there was issues with the unit. As per the item was still within the manufacturer warranty and the damages and issues were not reported to the store location within 48 hours, the store has informed the customer to contact the manufacturer in order to place a service call since the unit is still under the manufacturer warranty. According to the information provided by the store location, the customer has refused to process the call to the manufacturer. Therefore, since the store location has never received a Return Authorization for the item due to the no contact with the manufacturer, they couldn't complete the replacement for the customer.
  
  As per the manufacturer warranty : 
   An authorized factory technician will repair defective item(s) within the manufacturer's warranty, according to the manufacturer's warranty coverage.
  
  The store general sales manager has also discussed with the customer concering the fact that this unit was delivered in October of 2020 and suggested again to contact the manufacturer.
  
  As of this moment, the store is once again requesting the customer to contact the manufacturer to have a service call that will either repair the unit or process a request for an RA. 
  
  On our hand, we would suggest to the customer to contact our service line at ************** to have assistance with the appropriate personnel in order to have this claim issued with the manufacturer and this customer service will be able to provide assistance to the customer for the whole claim process and will assure that a follup is provided to the client.  This phone number for assistance should have been provided to the customer the moment the issue was informed which would have had the claim process started up right away and saved time. 
  
  We sincerely apologize for the misinformation provided to the customer and we are available for any further assistance if required. 
  
  Thank you very much.
  Best regards.

  Customer response

  03/08/2021

  
  Complaint: ********
  
  I am rejecting this response because: I did contact the manufacturer  to fix this washing  machine  that was sold as new but was refurbished  upon delivery  so in contacting  manufacturer  they said  the part would  be in  two weeks  that was two weeks ago I got a phone call from a company  saying  it will take two more weeks again  this washing machine  is not a year old I will be with out  washing   machine  not working for two months  
  
  Sincerely,
  
  ******* ********  

  Business response

  04/08/2021

  Good day 

  After submitting the rejection to the store location, they confirm that the customer would need to contact the manufacturer for their claim since the item is still within the manufacturer warranty. 

  As of this moment, the store is once again requesting the customer to contact the manufacturer to have a service call that will either repair the unit or process a request for an RA. 
  
  On our hand, we would suggest to the customer to contact our service line at ************** to have assistance with the appropriate personnel in order to have this claim issued with the manufacturer and this customer service will be able to provide assistance to the customer for the whole claim process and will assure that a follup is provided to the client.  This phone number for assistance should have been provided to the customer the moment the issue was informed which would have had the claim process started up right away and saved time. 
  
  We sincerely apologize for the misinformation provided to the customer and we are available for any further assistance if required. 
  
  Thank you very much.
  Best regards.

  Customer response

  09/08/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩