Complaints

This profile includes complaints for Old Brick Furniture Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Old Brick Furniture Co.

  33 Warehouse Row # 37 Albany, NY 12205-5726

• 

  Old Brick Furniture Co.

  2 River St Troy, NY 12180-4496

• 

  Old Brick Furniture Co.

  2910 Campbell Ave Schenectady, NY 12306-2432

• 

  Old Brick Furniture Co.

  107 Town Square Dr Amsterdam, NY 12010

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:05/27/2025

  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.

  In November 2024, I purchased a $2400 bedroom set and $2700 mattress. Around early February we noticed a very strong odor in our bedroom and as the weather turned warmer it got worse. I could no longer sleep in the room as I was getting headaches from the smell and it was effecting my allergies. I called Gina at customer service in early May and let her know I believed the set was “ off- gasing” she let me know not possible all these months later. I asked to return the set and I would buy another even if it cost me more. She said there was nothing she could do. I then called ****** ********* big mistake buying that brand, and they told me as per the 1 year guarantee the store could file for me a claim and take back the furniture. Called back Gina and she said she needed to talk to the ****** rep. I provided her phone and email to ******, no response as of today. On 5/16 I sent Gina an email noting it had been a week and I’ve heard from no one. My Dr. suggested I place n outgoing fan in the windows which we have done and there is no change. I asked Gina if someone could come over and assess what I’m experiencing and she said they don’t do that and suggested it could be my furnace not the furniture. We are now thinking of putting the entire set on ******** marketplace but I’m concerned for the individual who may purchase it.
  I just want to get this out of our home and start over again.

  Business Response

  Date: 05/28/2025

  Thank you for contacting us regarding your 11/11/2024 purchase
  of the ********* mattress and ****** ********* bedroom set. We appreciate your
  business and are sorry to hear about the concern you’re experiencing.
  We understand that unexpected odors can be unpleasant. After
  reviewing the details of your concern, we’d like to share that odor-related
  issues are not covered under the manufacturer warranties for either ********n
  or ****** *********. These warranties typically apply only to structural
  defects or faults in materials and workmanship, and do not extend to odors or
  environmental factors. ****** ********* - Limited Warranties are null and void if furniture has
  been moved from original point of delivery to consumer.
  Additionally, please note that our return policy allows for
  returns or exchanges within 5 days of receiving the merchandise. As this
  timeframe has passed, we are unable to authorize a return at this point.
  That said, odors from new furniture and mattresses often
  result from the manufacturing process and generally dissipate over time. We
  recommend allowing for proper ventilation in the room and, if needed, using an
  air purifier to help reduce the smell more quickly.
  While we are limited in what we can offer through warranty
  or return at this time, we remain committed to helping however we can. If you
  would like additional suggestions or support, please don’t hesitate to reach
  out.
  

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought new bedroom set and dresser and bed are damaged was told to bring back dresser for exchange we opend 2 new dressers at warehouse and we're both damaged along with mine was told there is nothing they could do take the old one back and someone would call me

  Business Response

  Date: 11/04/2024

  Want to sincerely apologize for any inconvenience you may have experienced with your recent order. We strive to provide the best service, and it’s disappointing to hear that we fell short.
  To make it right, we would like to offer you the option to reselection your items.

• Initial Complaint

  Date:10/25/2024

  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.

  Purchased warranty from Old Brick Furniture Company, specifically purchased the pet damage coverage on the warranty and now the insurance company keeps denying the claims. This is false advertising as this is not what Old Brick Furniture tells there costumers. It shouldn't have to be a fight to get credit for something that was supposedly covered under the insurance policy we purchased. I

  Business Response

  Date: 10/28/2024

  Thank you for reaching out to us regarding your concerns. We appreciate your feedback and take all complaints seriously.
  After reviewing your case, we found that it does not meet the criteria for a replacement as outlined in ******* policy: Claim ID# *************

  10/23/2024 10:49 AM Jodi B*********** Claim Review Within TRP: yes Purchase date: 12/8/2022 Under MFG warranty: no If no, why not? cust caused/expired Any previous claims: no Product: 2 sofas Reported issue: pet damage Photos show damage: yes Can do virtual visit: n/a Has smartphone: Can assist in moving the furniture: Tech in the area: yes Action Taken: created sent to cust on pet damage
  10/24/2024 05:12 PM Kat V***** Cust adv of pet damage on both sofas all 3 sc and isb. The pet urine is not mentioned in original report, making new claim for pet urine, sent l/e to techs in area on the pet damage.
  10/24/2024 05:54 PM Kat V***** Cust reported this in prev denied claim as it was fraying, denying this as ncd
  10/25/2024 12:18 PM Shineene H****** Submitted to TL
  The claim was denied as the physical damage is the same as a previously denied claim however customer is also stating there is dog urine on the furniture.

  We understand this may be disappointing, and we want to assure you that we value your input.

   

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They are stating I didn't say it was a urine accident and denied the claim attached is the email to them stating it was urine incident. They keep deferring to the fraying on the couch but that was not what my claim was for, it does show in the pictures as the couch has fraying but I have no other options when they want photos it will always show the fraying.  
  Regards,
  
  *** *****

  Business Response

  Date: 10/29/2024

  After reviewing the documentation, realized that some details were incomplete, which may have affected the processing.
  To ensure a smooth resolution, I have taken the necessary steps and sent request for the claim to be reviewed by Montage.

  Response: 10/28/24 – we did overturn
  the denial for urine issues and will be sending a tech out for inspection.

  Thank you,

  Lindsey U**** I Senior Manager 

  Apologize for any inconvenience. If you have any further issues, please feel free to contact. 

• Initial Complaint

  Date:10/22/2024

  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 new desk from Old Brick in May 2024 for $600, which I was told would be available in about 4 weeks as it was back ordered from the manufacturer. Shortly after the purchase, I was advised that the desk would in fact be back ordered until the end of August. Around that time, I followed up with Old Brick twice to inquire about the status of the desk. Each time I was given an estimated delivery date only to have those dates pass by with no notification that the desk was delivered. Finally I was contacted by a member of the customer service team who advised that my desk would be arriving from the manufacturer within 2-3 days. When we picked up the desk, I noticed that it had a sticky substance on the surface and multiple digs and blemishes on the sides and edges. When we got it home I found a price tag in the drawer that told me the desk was not new, but rather a floor model from a store. I followed up with old brick and they confirmed that the desk I was told was new was, in fact, a floor model from the Manchester store and they would send a technician to look at the desk and then follow up to discuss compensation. The technician came, made poor “fixes” to the desk, & then no one from old brick called me. When I called them a week after they were supposed to have contacted me, I was told by Tricia that they would give me $64 for my trouble & I was expected to keep the old desk! This started a back & forth where I was treated very poorly—rude treatment from staff, no one calling me back, etc. They ultimately ordered me a new desk but when I asked for compensation over the fraud they committed—trying to pass off a used desk as new, which they wouldn’t have admitted had I not found the evidence—they told me they replaced the desk & my offer was that or to keep the used desk with the $64 credit. I ordered a new desk in the first place so acting as though they were doing me a favor by replacing the used desk was not acceptable! Now no one will return my calls.

  Business Response

  Date: 10/23/2024

  New desk assigned & delivered in good condition. I am writing to confirm the resolution regarding the damaged desk. No further action required. 

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair 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.

  On April 6th 2024 tried several mattresses in the showroom..,.,,chose the ******** *** ****** Estate collection pillow top Queen . Purchased mattress protector as required $89.95 per sales person #940 ..(.Shawn )…Total cost =$2,577.18. Amount financed for 36 months 0% interest, Delivery was on April 9th . mattress itself was fine but
  Had difficulty getting in and out of my bed which is a platform which was 6 or 7 inches higher than what I tried out in the showroom . Tried it for several weeks but it just wasn’t working. So I called the Clifton park store, explained the issue and asked if They would switch the mattress for a lower profile one ……apparently not n it had been more than 30 days they were short and rude to me n said they would send someone over to measure any defects in the mattress… that was a joke (same day called me and said there was nothing they could do for me,.,,,

  Business Response

  Date: 09/10/2024

  Thank you for reaching out to us and sharing your concerns. We’re sorry to hear that the merchandise did not meet your expectations.
  We’d be happy to approve the return and offer you store credit.

  Customer Answer

  Date: 09/13/2024

  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. 
  Regards,
  
  *** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/11/2024

  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 purchased four rugs from this company on 6/22/2024. I was told they would be in the store by the end of July. I contacted the store at that time and was told the rugs wouldn't be in until the first week of August. I called the store back and was then told the rugs would be in by August 9th. I called August 10th and the rugs still were not in. I asked to speak to a supervisor and I was told she wasn't in but she would call me the next day. The next day came and no phone call from this business. I called, yet, again, and was told the supervisor was not in that day. I was also told the rugs would SHIP in 7 to 10 business days. They refused to refund my order because they were "special order". I am furious and want my money returned. This business has not contacted me once about my rugs and the supervisor refuses to address me.

  Business Response

  Date: 08/12/2024

  We want to address a recent miscommunication that occurred and extend our sincere apologies for any confusion it may have caused. It seems there was a misunderstanding regarding Order#******* and I’m truly sorry for any inconvenience this may have caused. To clarify, our Sales manager has made contact today 8/12/24 with eta - rugs have been shipped out. Offered fee delivery & the customer would rather pick up. We appreciate your patience and understanding as we work through this, and I’m committed to ensuring that we’re on the same page moving forward.

  Customer Answer

  Date: 08/12/2024

  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. 
  
  Regards,
  
  **** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/08/2024

  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.

  Bought a mattress at Old Brick in late May delivered in June. When the delivery guy unwrapped it from the plastic I immediately noticed a musty odor. I asked him why it smells like that and he said it would dissipate. It has not and I’ve called them several times to complain and have followed their instructions as far as completely unmaking my bed including the special mattress pad I purchased from them to let it air out all day and running a fan in the room with windows open. I left it unmade while away in July and it still smelled musty when I returned. I called Old Brick to tell them airing it out was not working and they sent out a “technician “ who was a man with a spray bottle of antifungal with zero communication skills. He sprayed my entire bed and I had to ask him what exactly he was spraying on my brand new bed. He said to let it dry then vacuum it. I did as instructed even though I was not super comfortable with having a chemical anti fungal spray now on the place I sleep. This did not solve the odor issue even after leaving the bed unmade for the whole first week of August. I called Old Brick to tell them I would like to return the bed for a full refund as it is defective and a health concern. The woman I spoke to said she was not authorized to do that and would speak to her manager and get back to me by end of day. No call back. I called yesterday morning and was told they would need to see if the manufacturer would take it back. I didn’t buy from the manufacturer; I bought from Old Brick and that is their issue to figure out on the back end. I would like to return and they should waive any restock fees since this isn’t a return because I changed my mind, it’s a defective product. It is under warranty and I even asked the delivery guys to make sure if the smell did not go away. They said they would call today with a time that a technician would come out tomorrow to verify there is an odor and take photos of the mattress. Insane. Please help! Thank you.

  Business Response

  Date: 08/13/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you’ve experienced and appreciate your patience as we work to resolve this matter.
  To address the issue and ensure your satisfaction, we would like to offer you the option to reselection/instore credit. 

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  In addition to the below- I stopped into the store this weekend and spoke to a manager. He was very helpful and has initiated an exchange. I hope that was relayed to the customer care team responding here. Thank you for your assistance.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******* ******

• Initial Complaint

  Date:07/29/2024

  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 ordered a Bed and mattress that was delivered on 7/17/24. When the bed came with stains on multiple areas. Called immediately and was given a date for a cleaning . However during the wait I felt things biting me. I discovered Bed Bugs all over the frame and are now on the mattress. I took pictures while the delivery was happening and if you zoom in there’s literally a bed bug. I spent $4,000 and now am dealing with the worst bed bug infestation

  Business Response

  Date: 07/29/2024

  Thank you for reaching out regarding the recent issue with your merchandise. We have thoroughly reviewed the delivery records and confirmed that the items were dispatched and delivered in good condition. We understand that you're experiencing problems now. Rest assured, our mattresses are always delivered factory-sealed. This ensures that your mattress arrives in pristine condition, fresh from the manufacturing process. We prioritize quality and hygiene. We are not able to offer refunds for items once they have been delivered. This policy is outlined on your receipt our website and was agreed to at the time of purchase.

• Initial Complaint

  Date:07/15/2024

  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.

  On January 27, 2024 I purchased a firm mattress (item #*******, $879.99) and adjustable frame (item #******, $999.00). After several weeks, we determined that the mattress was too firm and we decided to take advantage of the 30 day trial and switch it for a medium mattress.
  
  We returned to the store, tried other mattresses, chose a medium mattress, and agreed to pay the extra delivery fee ($199.99). Since the line of mattress of the original purchase was not available in a medium, we switched lines and paid the difference in cost as the new line was more expensive.
  
  Soon after the mattress arrived we noticed how it seemed to be caving in, that it was excessively soft, not like the one that we had tried in the store. After just a few weeks, we noticed while sleeping and after getting out of bed in the morning, that the mattress remained concaved where we had been lying. We assumed that the mattress was defective and asked Old Brick Furniture to come and inspect it. Their technician determined that it did not meet the criteria as defective although he did note some abnormalities.
  
  Shortly thereafter, my daughter was looking at the receipt for the mattress and noted that the mattress was not a medium, but it was a soft mattress, thus explaining what we took to be a defect. We brought this to Old Brick Furniture's attention and they denied that we asked for a medium and insisted that we asked for a soft mattress.
  
  We have gone back to the store two more times to try to discuss this with the sales person who sold this to us or to the manager and neither has been there. Further, we have requested that they call us to discuss this problem and they have not done so about a month.
  
  In summary, we changed out the original firm mattress for a medium and had to change mattress lines and pay more to do so since the the original line was not available in medium. Had we intended to buy a soft mattress there would be no reason to switch lines.
  
  Thank you, ***** *****

  Business Response

  Date: 07/17/2024

  Upon reviewing, we regret to inform you that the issue you've encountered falls outside the coverage of the manufacturer's warranty. While we strive to support our customers to the fullest extent possible, certain conditions and limitations are outlined in the warranty policy. An accommodation was made outside of a typical return policy, and now there's a request or expectation for a similar accommodation again. Cannot guarantee in terms of comfort or satisfaction. Unfortunately request for exchange cannot be accommodated.  

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a filing cabinet for almost $949 before tax. It was delivered without its hardware needed to put files in it. They ordered them and sent a tech out who put them in. We looked and they clearly didn’t fit. The guy just left. We called and set up another appointment and then they canceled the day of. Now we are at two days of lost work. All we need is a replacement cabinet.

  Business Response

  Date: 05/08/2024

  Attach documents: Original order ********. Date of purchase: 3/14/24. The consumer contacted OldBrick Service department stating the hanging files missing. A service ticket open & part ordered. #********* - No service or inspection was done at that time. 4/1/24 drop off part at the door & closed ticket. The consumer contacted us again 4/25/24 part not fitting properly. Open a new service ticket #********* 4/25/24. Set up inspection 5/8/24 but had to reschedule. Today 5/8/24 I called listed # on file & spoke to ***** ***** who demanded a replacement. I explained a full assessment of the merchandise would need to be completed before an exchange can be issued. He became extremely irate, used abusive language towards me & hung up. Currently the service appointment is rescheduled for Wednesday 5/15/24.