Business Profile

Furniture Stores

The Brick Warehouse LP

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Brick Warehouse LP's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

528 total complaints in the last 3 years.
125 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:10/07/2025
Type:Customer Service Issues
Status:
ResolvedMore 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 purchased a ** brand-new dryer from the store. The delivery people delivered the dryer, however they said that they couldn't remove the older dryer from the laundry room, so they left the dryer outside the laundry room. I moved the dryer and installed the new one myself. I put a few clothes in the dryer and when the cycle was done, I noticed that there was no heat coming from the dryer. My sons even tested the dryer, and they came to the same conclusion. I called the store the same day it was delivered and talked with *****. He said that it wasn't aware of the problems with the dryer. Every day since I reported the problem to *****, I have called the store, their corporate location, and even the manufacturer, but no one is helping me to resolve the problem.
Business Response
Date: 12/07/2025
Hi,
The customer has been provided with all relevant information by the store team. We would like to kindly remind the customer that when submitting a complaint, it is important to include invoice details so that we can accurately locate the order in our system. The contact information provided does not match any records in our system; we were only able to locate their account because they reached out to the Corporate Office.
Additionally, the customer has not shared the full reason why the delivery team was unable to remove the old dryer. Upon reviewing the situation, we found that the delivery workers could not access the appliance due to the area being obstructed with personal belongings. For future deliveries, if the customer would like their old appliance removed, we kindly encourage them to ensure the space is cleared ahead of time to avoid such issues and unnecessary complaints.
We also respectfully request that the customer refrain from hanging up during phone calls when contacting our team with concerns. In this instance, the customer disconnected the call with the Corporate Office before allowing the agent to explain the decision. Its also important to note that the customer was reported to have been verbally rude to both store staff and the corporate representative.
We would like to confirm that the customers return was already approved.
Lastly, we encourage the customer to provide complete and accurate details when raising concerns. For example, while the customer mentioned that the delivery team refused to take the old dryer, they did not share the key reason behind the refusal. Providing only partial information can lead to misunderstandings.
For all future interactions, we respectfully ask that the customer remain calm, share the full context of the issue, and remain open to hearing the teams response before ending the call.
At this time, we consider this matter closed from our end.
Thank you
Customer Answer
Date: 14/07/2025

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.
Thanks, the store has called and they are picking up the new dryer and giving me my money back.

Sincerely,

****** ********
Initial Complaint
Date:03/07/2025
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.
On May 25th we visited the store with my mom as we wanted to buy a single armchair type of furniture. We tried several ones until she found the one for her, a reclining one that looked great, she had to push it manually but it was something she could do and she loved it. We purchased it and when she got the delivery a few days later, it seemed not to be the same chair, at least not at all to what she tried, which is the purpose she came into the store as she has a medical condition, reason why we needed a chair with these characteristics. The chair could not be reclined at all by her, the system was either stuck or just so hard that she couldn't move it an inch, the chair was very poorly done, wrinkled and the material didn't look like the one on the store at all. That's when the nightmare started as she asked for a return given its not what she agreed when she tried it and they refused saying no returns, after calling and going to the store a couple of times with awful customer service, they agreed to do a return with a restocking fee, saying it would be 200, which was more than just the shipping we can understand that shipping won't be returned but the chair wasn't used at all. We agreed still and when we went to the store, the girl first refused to come up, given my mom has a medical condition in which she can't come down, and then told us the number wrong 3 times until the partial return was made already and the actual number was 356 dollars! How is it even a close number to the initially quoted? For a chair that was on a special deal, on sale for 900 almost half was charged to return it. So we paid 356 for nothing! I strongly believe that the chair we got, was also a return as it was really poorly made and they are making money from people returning their bad furniture over and over. I will never buy nothing again from this fraudulent company and please all be aware. This is absolutely outrageous.
Business Response
Date: 04/07/2025
Hi,
The customer has been provided with all the relevant information by the store team. Our return policy is also clearly mentioned on our website. We do not accept returns once the product has been removed from its original sealed packaging.
In this case, the store has made an exception and agreed to accept the return of the product; however, a restocking fee will apply. The stores decision will remain final, as advised.
We consider this case closed from our end.
Thank you
Customer Answer
Date: 07/07/2025

Complaint: 23551238

I am rejecting this response because:
The product sent is not near the one tested on the warehouse and cannot be used for the person that purchased it and the seller failed to advise of this. Just because you have a no return policy does that mean that you can sell something in poor condition and not as described and tested? Oh but charge 400 for restocking fee its reasonable for you. Won't be doing business with you anymore and will make sure everyone knows this. Will put reviews everywhere and with the consumer protection as well.

Sincerely,

******** ******
Business Response
Date: 12/07/2025
Hi.
We upload our policies to the website so that customers can review them before making a purchase. It is customer responsibility on reading 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 *************************. If you have any questions you are welcome to visit us on live chat, in-store or give us a call.
As previously advised, the decision would remain final. We consider this case closed from our end.
Initial Complaint
Date:27/06/2025
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.
We purchased a couch sectional from the brick for $5197 including fees and taxes on November 4, 2024. This also included the extended warranty. When our couches were delivered we immediately noticed that 2 of the sections were damaged/broken. We flagged this with the delivery team and they told us that we need to contact the warranty department to have this corrected and replaced. We contacted the team within the 48 hours to tell them the the product was defective. They didnt respond to our email right away so after about a week we called into the office to let them know and that is when they looked in their inbox and found the email. They continued with the claim and said that they would be in contact with us. A technician came to our residence to assess the damage and he agreed that these 2 things needed to be replaced. Multiple weeks went by and we didnt hear anything from the warranty team. After multiple phone calls gone unanswered we received an email Feb 13, 2025 offering a settlement of $525.00. We emailed back expressing our concern that we do not want broken furniture and a credit isnt going to help that. They increased their offer to $800 and we still expressed our displeasure and we still dont want to keep broken furniture. We asked for the couches to be returned and our money back if they could not honour their warranty and they declined saying settlement was the only offer. I asked for this issue to be escalated to upper management and I was rejected multiple times. This went on for a few days before my emails went completely unanswered. After about a month I sent another follow up email where I was finally able to be referred to and speak with a manger. she said she would submit a claim again, but there is still no update or resolution.
Business Response
Date: 28/06/2025
Hi,
This customer was provided information by the ********************** team. The team created a parts order for this issue and the customer wants to wait for the parts and does not want a settlement. Once the parts are in, the team will be contacting this customer. We consider this case closed from our end.
Thank you
Initial Complaint
Date:25/06/2025
Type:Delivery Issues
Status:
ResolvedMore 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 purchased a dining table from Bricks store in ********* for delivery in ******. Before we conclude the purchase, I was told that the delivery of the furniture comes with free installation. This was good proposition and I purchased the dining table. The dining table was delivered on June 19th after a few drama as the delivery truck went back after they had arrived in my place the second time claiming that I wasted their time and that the delivery would have to be rescheduled. They left and then returned after few minutes and delivered the furniture. When I inquired if they were going to install the furniture as that was part of the purchase agreement, they told me point blank that I should install the furniture my self as "it was easy to be done" . I called Bricks to explain this to them and they have been tossing about between their office in ****** and *********. When they finally spoke to me they told me they will come for the installation however I have to pay for the installation at a cost of 100$. I believe this is unethical and that I was lied to so they could sell their goods. Please intervene. They should come do my installation.
Business Response
Date: 25/06/2025
Hello,
We have reviewed this customer's account and they were not charged $100 for this service request. The service is confirmed for June 29th and costs $0. We have already provided this customer with what they're asking for and consider this matter resolved.
Thank you
Customer Answer
Date: 27/06/2025
Thank you for your intervention. They called me and confirmed that they will come on June 29th to provide the service. I will provide further confirmation on June 29th after they have done the job.
Thank you
Customer Answer
Date: 29/06/2025
I wish to update that this issue has been resolved amicably. Thank you for your kind intervention
Initial Complaint
Date:24/06/2025
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.
I ordered a kitchen table (for a 80 year old lady who was extremely excited to get her new table) through the Brick website -on June 18th the table was to be picked up at the warehouse the same day I got a email for the order with a confirmation number 3 hours after placing the order.I got an email saying the order was cancelled &my money was immediately *********** thinking maybe it was a postal code error i re-ordered ****** went into corporate office (since i was physically there anyways)they told me to go to the location next door to inquire-so I did the girl there was very friendly & made some phone calls to inquire-she said it didnt make any sense why they would cancel the order.The next day..(7am) I got an email saying they cancelled the ************ refunded the ******** money came through....i contacted CC later in the day to ask why the money was not refunded-they said it was refunded on their end and it was my bank holding the money, so I contacted my bank- they confirmed to me that the brick took the money & no refund request was made from the brick to my bank...another day passed-still no money- so i contacted c care again they said the money was refunded...the day passed... still no money- the weekend passed- still no money-5 days pass- still no money- i called corp office asking for an explanation and where is my money?the put me thru to c care -the person was so rude.. they wouldnt give me any explanation to why the order was cancelled...twice- or why the first one was refunded immed but 5 days later...i still didnt get my refund & can they cancel an order yet keep a customers money & give no explanation they hung up on me today day 6- they told me my order was a fraud thru *******- i was shocked as ive never used shopify they told me i had to wait another day for my refund & wouldnt explain why shopify was involved i dont have the shopify app & have never used it the brick took the money from my acct today is june 24 still no refund
Business Response
Date: 24/06/2025
Hi Team,
The customer has been provided with all the necessary information by the team. As explained, it takes a certain number of business days for the refund to appear in the account.
The customer was rude to the agents over the phone and ended the call abruptly. Since all relevant information has already been shared, we will not be engaging further on this matter. We consider this case closed from our end.
Thank you
Initial Complaint
Date:24/06/2025
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.
Dear officer, I am writing this complaint regarding an unresolved issue with my recent purchase from The Brick ***************** location (*************************************************************)I purchased a sectional sofa from The Brick (*****************) on June 6, 2025, for $3,158.28. The first delivery and installation attempt on June 8 was extremely unprofessional. The delivery team mishandled the installation, caused visible floor damage, and failed to complete setup due to improper installation. They ultimately took the sofa back with them.A replacement delivery was made on June 11. While the second team completed installation, the sofa arrived with two defective headrest components:1.A discolored and scratched corner headrest.2.A scratched adjustable headrest.The second team acknowledged these defects upon delivery.Per The Bricks policy, I emailed customer service to report the issues on the same of the delivery, June 11, within the 2-day window after delivery. The salesperson Vee I spoke with also confirmed that customer service would follow up. Ive followed up by email again on June 18. As of today, June 24, 2025, I have received no response or communication from The Brick.The Brick has not attempted to resolve the issues. Despite reporting the issue in a timely manner and following up by email and phone, I have received no communication, updates, or resolution from The Brick. I have been completely ignored.The desired resolution I am looking for: 1. Replacement of the two defective headrest pieces. 2. Repair or reimbursement for the floor damage.Ive attached the damaged flooring and defective headrest photos for your reference. Thank you for helping me resolving the issues.
Business Response
Date: 01/07/2025
Hello,
A replacement was delivered yesterday June 30th. We would consider this resolved.
Thank you
Customer Answer
Date: 02/07/2025

Complaint: 23511468

Hello Camila,
Thank you for your continued support and effort for monitoring this case.

I am satisfied with the replacement of the defective sectional sofa and consider this aspect of the issue resolved.

However, the issue of the floor damage caused during the first delivery attempt remains unresolved. I have provided clear photo documentation and a detailed explanation, but The Brick denied responsibility without a proper investigation or followed up on my response to their denial. I'm still waiting to hear back and remain open to resolving this fairly. I’ve attached the email conversion for your reference.
Thank you again for your continued assistance.

Sincerely,

Kayla Han
Business Response
Date: 03/07/2025
Hello,
Again, this is already completed. A property damage claim 15379 was submitted on June 24th.
Thank you
Customer Answer
Date: 04/07/2025

Complaint: 23511468

I am rejecting this response because: While the Brick has stated that a property claim was submitted on June 24, I haven't received any resolution or compensation regarding the floor damage. I have clearly stated that I disagree with their denial of responsibility of floor damage, and I've provided supporting evidence. To data, there has been no follow-up from the Brick on this issue since my last response to them on Jun 27. I would appreciate clarification on what steps the Brick intend to take to resolve the damage.

Sincerely,

Kayla Han
Initial Complaint
Date:16/06/2025
Type:Service or Repair 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 bought a couch from The Brick January of 2024. We paid more than $1000 on it including an extended warranty.A couple of months ago the frame broke. The one side of the couch was hard as a rock and the other side was really soft .We went there to address the problem, they said that they would send a technician. After a week of nobody calling or coming we went back and they said that they were going to put a "note" on file. A week later, again not hearing anything, they said that the technician was busy, but they would put another note out and call them first thing in the morning. Another week goes by we go back, they apologized and called the technician right there and I spoke to them personally and firmly told them that we wanted them to come ****. He said in 1 week he would come. He came in on a Sunday, took a picture of it and left. Another week goes by, we hear nothing so we go back to the Brick for the fifth time and they look at our account and says that he can fix it! But he will be gone for at least 2 weeks because he is going on holidays, and we had to go there to be told this, they didn't even call us. We are tired on sitting on a broken couch with no idea of when they will fix it. And how long we will be without a couch while they "fix" it? We just want our money back now, after paying for an extended warranty we expected better results.
Business Response
Date: 19/06/2025
Hello,
There are no invoices in our system under the phone number and email provided. In order for us to assist with this complaint, we would need a phone number, email, or invoice number for this purchase.
Thank you
Customer Answer
Date: 23/06/2025
The phone number this transaction is
**************
Business Response
Date: 02/07/2025
Hello,

As advised in our reply on June 19th, nowhere in their message did this customer provide the information associated with this invoice. We are once again asking to please provide a phone number, email, or invoice number for this purchase so we can action the complaint that has been sent to our business.

Thank you
Customer Answer
Date: 02/07/2025
Here is a copy of the invoice from flexiti which shows proof that we bought the sofa from The Brick.
Customer Answer
Date: 04/07/2025
This is regarding ***** ********** and the couch we purchased from The Brick.
Customer Answer
Date: 04/07/2025
It is ***** ********** that is mentioned in the complaint.
Our case number is #********
****** Ottenbreit
Business Response
Date: 07/07/2025
Hello,
23472821 is neither an invoice number, phone number, warranty claim number, customer code, or complaint ticket ID. For the 3rd time, we ask that you please provide the phone number or email associated with this original purchase. We cannot offer assistance until this is done.
Thank you
Customer Answer
Date: 07/07/2025
Here is a copy of the invoice from The Brick
***** Ottenbreit
Business Response
Date: 13/07/2025
Hello,
As of July 10th, this customer is set to visit the ********************** for a reselection. As such, we would consider this resolved.
Thank you
Customer Answer
Date: 14/07/2025
This is absolutely NOT acceptable! The date on the email is July 10, 2025 and it is July 14, 2025.
***** Ottenbreit
Customer Answer
Date: 14/07/2025

Complaint: 23472821

I am rejecting this response because: This is absolutely NOT acceptable! The date on the email is July 10, 2025 and it is July 14, 2025.

Sincerely,

****** **********
Customer Answer
Date: 14/07/2025
They said that we are to come in on July 10th, 2025 to select.a new couch. However we received the email on July 14, 2025. We want our money back ASAP! We can barely sit on a broken couch.
We don't want another couch because their service has been awful.
Business Response
Date: 14/07/2025
Hello,
As stated, the customer has to come in ********************** to reselect. If they are unhappy that they still have not reselected as of the 14th, then we encourage them to visit the store within a timeline suited to their expectations.
Thank you
Initial Complaint
Date:10/06/2025
Type:Product Issues
Status:
ResolvedMore 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 bought a mattress and boxspring Sept * 2024 at the brick . Was $ *** on sale for $***. By March 2025 the whole side collapsed. I submitted a claim under the manufacturer's warranty saying my mattress was defective and was approved. I was told to go pick out a replacement one. I went today June 9 2025 and was asked if i used the bed every night...I was a puzzled and said of course I do it's a my bed. They then told me the mattress I bought was not an everyday bed more a bed for a teenager or guest bed. I was shocked as I've never heard of this before nor was I told about it when purchasing it. As I of course didn't want the same mattress I chose one that was $****** . $***** more which they said was more supportive. I have no problem with that,the problem is the delivery charge. I assumed because the mattress was defective under the manufacturer's warranty there would be no delivery charge. I even asked for my money back and they said they couldn't do that. In my opinion I should not have to pay delivery for this mattress as is was considered defective. The delivery fee was $***** plus tax
Business Response
Date: 16/06/2025
Hello,
The manufacturer covers the cost of the product itself under warranty, not any additional services like delivery. These are to be paid by the customer if required. Our ********************** team is willing to cover half the delivery fee as a gesture of goodwill. No further compensation will be offered.
Thank you
Customer Answer
Date: 17/06/2025

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
Date:09/06/2025
Type:Product Issues
Status:
ResolvedMore 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.
My name is ***** ******, and Im filing a complaint against The Brick in ********, ********, regarding a damaged bed set and chest I purchased on May **, 2025, for my daughter.When the items were delivered, several parts were defective: the chest drawers were misaligned, the bed had broken wood and dents, and the headboard was oversizedmeant for a queen-size bed instead of the full size we ordered. We reported the issue immediately and asked for a refund, which was denied. Replacement parts were sent after a delay, and we were told no refund or exchange would be possible because the product was partially assembledeven though it arrived damaged.The salesperson failed to mention that the headboard was shared between full and queen sizes, which affects the beds proportions. We followed all proper procedures to resolve the issue, including submitting photos, emails, and visiting the store in person, but we still havent received a fair *********** requesting a full refund or a reasonable exchange. I hope this complaint leads to accountability and a just outcome.
Business Response
Date: 10/06/2025
Hi,
The customer has been provided with all relevant information by the store team. The *************** comes with a Queen headboard. The store team has previously processed an exchange for this and informed cx that it comes with a queen headboard. Store team is currently awaiting the customer's response, as the customer requested to be contacted via email.
We kindly ask the customer to contact the ********************** directly for further assistance, as they are waiting for the customer's reply.
Thank you
Customer Answer
Date: 17/06/2025

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.
Thanks for your assistance. The Brick has demonstrated once again that the Consumer Satisfaction is its priority.
We thanks to the staff for the support and solution to our problems. Big thanks to everyone for their assistance.

Sincerely,

** ******
Initial Complaint
Date:04/06/2025
Type:Service or Repair 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 purchased a couch set at the Brick Store on December 29th of 2024 which turned out to be a very stressful. The salesman that sold me the couch set was misleading and strait out lied to make a sale. I walked in the store and noticed a couch set that I was drawn to look at. I was looking at couch that was marked at 60% off and the love seat was regular price. He told me that he has worked for the company for many years and mentioned if I was interested in the couch set that he would give me 60% off the love seat also but that he could only offer it that day only. I phoned my son and talked with him on what I should do as it seemed like a great deal. I decided I wanted to purchase the set because I couldn't pass up this great deal. When I drove home that day, I looked up the couch set on the internet to find out the width of the couch to find out the couch and love seat were on sale at all the other brick stores for ****** for the couch and ****** for the love seat. That is what shows on my purchase invoice but that's not how it was sold to me. I was told 60% off the regular price of the couch and the love seat. The couch was ******* and ******* for the love seat. What shows on the invoice is actually lower than the 60% off the set. It's the same number amount that was advertised all over the web. I have pictures showing the 60% off the couch and love seat at regular price. In the end the sales guy and the store itself mislead customers thinking they were getting the deal of a lifetime being offered 60% off the couch and love seat but only that day. The main reason I'm contacting you is the warranty on defects in the product that they will not honor even with paying for warranty. I've attached pictures showing the front of the arms being concaved. Not enough pile cushion on front of love seat. Stitching is stretched on seats and cushions are different thickness. if you could email me, please can be more detailed. I look forward to hearing from you.
Business Response
Date: 07/06/2025
Hello,

The customer states they are contacting the BBB due to their warranty not being honoured. It is important to note that we sent out a technician to their home for claims 15781689 & 15781688 and the technician determined there was no defect present with any part of their purchase. There is no further assistance to be provided here as there no problems with the product. We consider this matter closed.

Thank you
Customer Answer
Date: 15/06/2025

Complaint: 23416263

I am rejecting this response because: Please note that I will not accept the Bricks robotic response there is no defects with any part of this purchase. It is clearly evident in the pictures (more can be provided). I've had many friends and family agree that this is not proper after comparing the love seat with the couch. I didn't purchase furniture from the dollarama dollar store. I expect a level of quality I was promised when purchasing this couch set. not to be told to bad it is what it is. the service tech did show up at my house only for a breif moment to rudely inform me that the flaws in my love seat are considered standard with this product. A couch and love seat that almost retails for almost 3,000.00. He was in my home less than 5 mins. I was pressured in purchasing ext warranty only to be rudely pushed back on repairs needed. I had problems with the Brick from the start of my purchase. Ive been violated with deceptive marketing practices anlong with outright false statements from the sales rep. I've always felt betrayed on how I was sold this couch set an cant help but think how many people have been deceived with shady sales practices. Now I have the stress of a company that will not honor and fix warranty defects on quality flaws. If Im not able to receive a positive response I will move forward and contact the consumer protection agency and request a formal investigation on the brick NE location. Not only for warranty issues but also fraudulent sales practices. something I should have perused in the beginning.

Sincerely,

Ian Currie
Business Response
Date: 23/06/2025
Declined, see previous response.

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The Brick Warehouse LP is NOT a BBB Accredited Business.