delivery of defective furniture
In June of '05 i purchased an entertainment wall unit off The Brick.com To be told that my delivery would be between 6 to 8 weeks. Finally just after the 12 week mark i received my furniture, Only to find that parts of it were glued together crooked and the towers were scratched. I phoned the internet sales Department to be told that a technician would have to come out. A technician came a few days later only to tell me that i would need to have the item replaced, which i told them already thatssssssss i wouldn't except anything other then a new unit. The internet Department said it would be another 6 to 8 weeks for another one to be shipped out. I told them that i was told that before and it ended up being 12 weeks and that i wanted my TV off the floor by Christmas. So i said i would go into the Langley brick store and exchange what i had purchased for something that was in stock. I went to the store and picked a unit off of the floor that i was told was in stock. I also purchased a video camera that day. When completing my invoicing i was told that they would give me my video camera at 12 months no interest to run with my entertainment unit as well as $125.oo off the price of the unit. This was supposed to be my compensation for the hassle i had. Upon the arrival of my new unit, they had now shipped me the totally wrong unit from which i went into the store and picked out. I was then told that the unit was not all instock and that i would have to wait for about another month. It is now November and I really wanted my TV off the floor by Christmas so i asked for the floor model temporarily so that i could finally have a complete unit. Even though i was settling for something i wasn't crazy about. ( my mistake ). I never did recieve a brand new base for my TV to sit on. After 3 months of receiving our statements for our Brick card the forth month we noticed that they had started charging interest on our camera we bought. We phoned HSBC finance and they told us we would have to go into the Brick to have it straightened out. We went to the Brick and the girl behind the desk faxed a piece of paper off to HSBC Finance. The next bill that came again had interest charged on it, we then contacted the brick again and were told to make the minimum payment because sometimes it takes a billing cycle for the changes to apply. The following month the same thing..interest. Again we visited the store again the girl faxed off a piece of paper. The next month the same thing, the interest was never taken off. We paid on the account for a few months and then decided it would be in our best interest to pay off the card as this problem was obviously not going to be taken care of. On January 30th we went into the Brick and paid our account in full with a cheque. The following month we received a bill from HSBC Finance with a $0 Balance and then HSBC bill collectors started phoning my house asking for late payment. Everytime they phoned i told them that the account had been paid in full. My response was "oh i see it now" Sorry for bothering you. This problem continued to happen for weeks. Till finally one Saturday i received not kidding 5 phone calls from HSBC Finance before 12 noon. I then phoned the Brick and asked them if they could phone HSBC finance and have them stop phoning and harassing me as i had paid the account in there store and they should have a record of it. I also at this time put in a call to the regional manager of the Brick, when she phoned back a week later her response to my complaint was that i have been compensated enough. I explained to her that i was not asking for compensation but that an apology would be nice, and that it would benefit the Brick to make sure this doesn't happen to the next person. Then during a visit to the Brick with my paper work I was then told nearly two months later through emails that the Brick had with HSBC finance in regards to my account that my cheque was stale dated and could not be cashed. Even though there was a photocopy of the cheque sent to the Brick and it looked perfectly right. I then told the brick that i wanted my cheque back if it wasn't going to be cashed and i would give them another one. I was told i would have to get it from HSBC finance. They would not give it to me. I had to put a stop payment on the cheque. And issue another one. To this day nobody other then a bill collector has ever called my house from HSBC finance to give me a explanation as to what happened with my cheque... As for the Brick i have nothing good to say about them and i will never shop there again!
payment protection plan is a rip off!
I purchased a bed 06/06/2006. Return it 6 months latter for a new one. Then I received a bill charging me $ 623.00 for payment protections. I had no knowledge of this, when I returned the first bed. The sale lady asked me to sign two times, not know about the payment protection plan, I sign up for. This is fraud to me. I have wrote and call over 10 times, and was told thats to bad, you should read what you sign.
This was added to my bills even though I never signed for it. I had to go into the store and speak to them and ask for a copy of my original contract where they realized that I did not sign and after pursuing they refunded all my money.
In response to your complaint about the “Payment Protection Plan” please be aware that this would NOT be added to your bill if you HADNT signed for it. If you go into a brick store they are able to print out your original credit application and show you the SIGNED COPY with YOUR signature. If you would like this to be cancelled simply go into the nearest Brick loaction, fill out a small form, and it will be cancelled THAT DAY.
Dont blame others because of your inability to ask questions about the papers you are signing.
I was posed this same issue. at time of purchase I read what i was signing, if you would have done so you would know why your havethe payment protection plan. This is not fraud as the information was clearly displayed infront of you
I asked about this when i signed it. the sales person explainedto me that i get one month free and afterwards it was the stadard fee.
He explained to me that i simply had to call city financial to cancel it once i received my first bill. sounded simple enoug hto me. I did so and the problem never became an issue
Fraud...NO
Example of someone not reading before they sign...YES
crappy quality furniture
A copy of email to the brick:
The brick
[protected] avenue
Edmonton, ab t5m 3s2
Fax: [protected]
[protected]@thebrick.com
Dear mr. vice president,
Hello there. my name is roslyn allen. I recently purchased nearly $4000 worth of furniture from the brick – a couch set and a desk with hutch.
I am writing to express my extreme displeasure at the quality of the desk. I purchased it less than six months ago, however, the hutch portion of the desk is already bowing significantly and the veneer on the desk surface is wearing away.
As you can imagine this is extremely unpleasant to look at, considering I purchased the desk set less than six months ago. when I spend $500 on a desk set I expect considerably better quality than what I have received from your company.
I have contacted your customer service at the store where I purchased it and was extremely unhappy with the service I received from the north vancouver park royal store as well. the technician who came by my home said that the hutch was indeed “bowing” and suggested that I put a “leg” under the hutch to support it and prevent further bowing. as you can imagine, this would significantly impact the overall aesthetic of the desk and is not something I would consider to be an acceptable solution to what is obviously shoddy product manufacturing on the part of your suppliers.
He then told me to contact the store directly to find out what they would “do about it.”
Upon calling the park royal store I told the customer service agent about the service technician’s direction to me to call the store and what the nature of my call was. he looked over the technician’s report on the phone and told me it was ‘unreadable’ and that he would have his manager call me back after she had read it over and contacted the technician to clarify his comments. I asked him to please ensure that his manager would call me back as I am an extremely busy lady and I didn’t want to have to call again. he assured me that his manager was “on top of that stuff” and that I would receive a call the very next day.
After over a week had gone by with no return phone call I once again called the store, this time in much poorer spirits. the manager still had not gotten a hold of the technician in question. it was then that I expressed my extreme displeasure with her and the lackadaisical approach that they were showing towards customer service. I let her know that I would be forwarding a formal letter of complaint to head office about my experience with the brick.
At this point she offered to bypass the technician’s report and ship me a new hutch for the desk free of charge, which I accepted as a temporary remedy to what I see as a much larger problem. I have not yet taken delivery of this replacement hutch as I see the proper remedy to this dilemma as the following.
I do not want a replacement of the hutch as the next one I receive is sure to do the same thing as this one, due, as I said, to the shoddy manufacturing of this product which is certainly not cheap to purchase. I do not consider a $500 investment in a piece of furniture for my home to be a small affair and I do demand better quality than what I have received from your store. and - I do not want the desk without the hutch – that was why I purchased it in the first place and spent nearly $500 on the set.
I would like my money refunded and my brick card credited for this faulty product that I have received. your people are more than welcome to come and pick it up at any time. this way you can examine for yourself the faults in the quality of the products you are selling, and hopefully ensure this doesn’t happen again to another customer.
I look forward to your prompt response to this matter.
Sincerely,
Roslyn allen
Never buy from the Brick
I bought a set of dining table and 6 chairs
They delivered it to me 2 weeks later and all were defeated.
I called them 2 minutes after the delivery guys left and they said they come like that and you have no choice.
I took them to the store I delivered them to the store and they were extremely rude to me and my wife. The place is in Hunt Club Ottawa
90 % of the staff are from Middle East and they started speaking bad a bout us in their language one from the customer asked them to stop, he said if they do not understand your language that does not mean you can insult them.
I will never go back again and all my friends as well the brick is the worst
Do not believe them do not buy from them
Ipaid10000.00 $ for complet set of furniture and i have full coverage of warranty for 5 years the bottem of sofa cushion is teard off one of the arm chair cushion is loss I called the brick after sail service in lougheed hwy coquilam bc after two weeks they someone to look at it after taking picture the guy said we will send someone for fixing after 25 days with more than 10 phone call for follow up they said they will send someone in next 10 days to pickup the sofa and armchair for fixing nobody show off sofar. I made big mistake for shopping from briks the quality is very cheep and bad 'and never seen such a worse and garbage after sail service in my entire life. I bought all the set in 2014 Ph [protected]
On December 30th, 2010 I have placed an order for a bed with storage and pillows. After four screw ups on delivery and return (product was either damaged or wrong product was delivered each time) Bricks is now telling me I owe them $800 more then what I have purchased. They have added numerous things on my order that's not even on my bill which they have printed out for me. But apparently it's on their system and it's finalized so now I have to pay. I cannot believe the horror they are putting me though and making it worse and worse each time. How can a company this big screw up so bad over and over again. I was beginning to think they were doing it on purpose but after reading all the nasty reviews it seems like choosing Bricks Furniture was ONE BIG MISTAKE! Never again!
Who the hell thinks they can clean microsued! you cant even cleane real sued! lol, and who pays 500 bucks for a particle board (or MDF) desk! let alone complains about the quality after they realize its crap? and who the hell buys a sofa set without sitting in it first? Instead of having a technician check your items have a psychologist check your head!
If you can afford to buy garbage from the brick, you can afford to buy quality somewhere else. Your problem is recognizing it. I bet you would try and return ice cream if it melted.
I purchased a sofa and chair set from the United furniture which is The brick warehouse. I called beacuse the sofa is so uncomfortable we can't sit on it. I aclled within 7 days and told them I want to return it an dfind sonething else.They told Me I cannot as it has left the warehouse alreay.I said I haven't even had ait a week already, They said they will send a technian over to my house to take a look at it. They ay I see it I haven't sat on it and I am not happy with my product I should be able to return it. Lynn
please keep in mind that 500 does not get you anything in todays day and age. Give you head a shake, if you wanted something that would hold up better then maybe you should have looked at something that was not made or particle board and purchced something a bit more money but better quality.
I can not believe this to be true, , i have e purchased many times from the brick, and on every purchase i made everything came in excellent condition (to the exception of one occasion). I am a long time customer of the brick and United Furniture Warehouse they have done nothing but help with all my furniture needs. When i did have a problem with them i was pleased to have a solution within minutes and new product had arrived in my home within 2 days! Of course i do understand bad experiences may cause stress, but don't let one bad experience bring you dow try twice! and if you still see the same result, judge them then.
I hope all is well now with your furniture.
Hi i too purchased a complete set of microsuede furniture from the brick in regina,sask. i also bought the 5 year full blanket coverage warranty, the guy at the time told me it would be the best thing to do as it "COVERS EVERYTHING" from stains to rips, ect/ ya right, i got a stain on my love seat and being chocolate microsuede the color would fade if i cleaned it, they had givin a cleaning kit the day of the purchase. Ya can't use it on microsuede, nice. So i took ot back to the store and they refused to give me the proper stuff. So now i don't know what to do. on top of it all our bills don't add up to our reciepts. So i do agree that the brick is crap and something needs to be done.
Did you go to Claims Court? Have you been compensated?
Originally we purchased a dining room set from The Brick in Hamilton. We also purchased the extended warranty. We have since moved and are now dealing with the Brick store in Peterborough. I have recently cc'd my emails to the eastern and western vp's but they have not responded or at least have not identified themselves in a response.
We have had considerable difficulty with the chairs to the dining set as they repeatedly fall apart. They have been repaired many times, some times on site other times we have gone without them during the repair process. Yet they continue to fall apart. As a solution the four side chairs were all replaced, the stain on some was not a good match to the rest of the set but we accepted that. Yet these chairs continue to fall apart. The one arm chair has needed repair for approximately a year but no repair has been done. The more recent solution from the manager at the Peterborough Brick is to give me a store credit for the chairs, but only the chairs. I suggested that a credit for the set would be a better solution as I did not purchase a set with mismatching chairs. He has stated that they will not give us a credit for the set. It appears taking responsibility for selling sub par merchandise is a problem for the Brick and they would prefer that the customer accept the brunt of the responsibility, a buyer beware mentality. This sub par merchandise has burdened my family for years simply because the Brick will not accept responsibility for selling this poorly made product. I feel my family and myself have dealt in good faith, we have accepted repeated attempts at repair only to have the chairs continue to fall apart, we have accepted chairs that did not completely match the stain of the rest of the set, only to have them continue to need repair, we have accepted times without some of the chairs, only to have them continue to fall apart. I feel asking us to accept our money back for the chairs only and expecting us to attempt to find an acceptable mismatched chair for the rest of the set, is delinquent of the Brick's responsibilities in this situation.
delivery/product/personnel - one big problem!
The following correspondence was sent to the recipients aug 25 and I still have yet to receive a reply. Think twice before you buy from the brick! Sent to: [protected]@thebrick.com and the regional vice president, west at the brick head office I am forwarding to you all correspondence sent to various departments over the last couple of days and I have yet...
Read full complaint and 25 commentsservice is absolutely unacceptable
We purchased a couch on and two chairs on April 16th 2006 from the Brick at 3451 Sunridge Way N.E. Calgary, Alberta we were told 4 to 6 weeks for delivery. It has now been 12 weeks and we still have no chairs. We were told that the furniture would be delivered on June 14, 2006. That day came and went and we did not have any furniture delivered that day. I...
Read full complaint and 9 comments
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7 months to wait for 2 chairs
The following email explains my complaint. I have sent this to various executives at the Brick and I am not getting a response. I sent this note originally on May 2nd after we received the wrong colour chairs as I describe below. I deal with Natasha at the Brick superstore in Mississauga and she arranged for the correct colour chairs to be ordered and...
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I have nothing good to say about the Brick, we have 5 year warranty on everything we bought, first it took us forever to get our stuff initially, we had some stuff break which is understandable which is why we wanted the warranty, but first after I called the initial warranty number, it took a couple weeks to get back to us after the initial call, they said it would take three days. Finally got back us we sent some pictures, and they are going to replace the stuff that broke on us. Second problem was the Brick in Lethbridge, a terrible store to deal with. They called for our delivery, and gave us the time period when they would show up. They said they would call give us 20 minutes warning. They called, and I missed the call, called back within 5-10 minutes, and said they could not deliver today, and never even showed up at the house ! After we took everything apart, to help with taking the old stuff out. I complained the next day, and they sent out one delivery guy which I had to help bring in the stuff, only to unpack it and it was damaged. He also was taking apart my mirror which was in good condition, and put a scratch in that, and damaging my wall. I called to complain and they said a manager would get back to us, this has been three weeks, no one has contacted us. I also emailed the pictures of the damage to the initial warranty girl in Edmonton Kristen Ball who helped me initially and it has been three weeks no response, I have also called her and left messeges and no call back. No one has contacted me if they are bringing out a new dresser, or going to fix the damage on my wall or if they are going to replace my mirror that was damaged by the delivery guy ! WORST customer service ! Never will buy anything with the Brick after this experience !
WOW
I JUST POSTED 5 MIN AGO . this site works
Renne just called back and gave me 1000 inshore credit for my problems !
WOW
TGW WARRANTY AT THE BRICK
TgW HANDLE THE BRICK warranties
they are a part of the brick and don't back anything, i have a warrantee issue with my couch and sale guy told me same BULL everything covered, THEN they come take pictures and tec tells me it is a bad design and factory warranty will cover it, then i get a call from RENNE from head office saying they don't cover all that i was told at time of purchase [protected] her head office number, they told me they would cover only the lifts on my unit but not were seems are coming apart from what their tec said bad design, THEN I COMPLAINED TO HER AND SHE SAID SHE WILL LOOK INTO IT . I GOT A CALL BACK IN 5 MIN saying now they will not cover anything at all and will give me 300 in store credit . i told i will not ever buy from THE BRICK AGAIN . i asked for their OBUDSMAN number and yet to here . THESE PEOPLE ALL WORK together / again RENNE at the brick [protected] she said she feels bad how they turned on me . STAY AWAY FROM THE BRICK TERRIBLE COMPANY
SHAWN B - your a piece of piss where do you get your numbers from you think every store makes a mill a month put your crack pipe down you think only 4 people are pissed pull your head out of your ### You must work there and have clearly never purchased any ### from the Brick. I could write a book " Nightmares at the Brick". I am on my 4th couch, 3 piece set and STILL going! I have been insulted, lied to and overcharged. Id like to know where you live, underneath a rock in the Yukon?! Wake up and smell the coffee. Its obvious you have no friends because you would of heard of this ### before, from the Brick Customers. I hope you buy something from the Brick, you ###. Then you ll know what were talking about. Till then, f*** OFF you little maggot!
I got screwed on a delivery today and just read all of these comments. I'm planning on canceling what was purchased last week and will take my business elsewhere. Thank you everyone for the heads up!
I have a problem with the Brick too. I have a 5yr warrenty on my recliner couch. After one yr of use the one recliner was locking. Three times a tech came to take pics. What the hec. Finally they took it away and repaired it. Now I can't close the recliner at all. They keep making excuses. The part is coming from China. It has been a month and a half since they told me that. I'm still waiting. This has been going on since May 2010. Like wake up Brick. Your not good to your customers. It seems once they have your money they don't want to do anything. I will take them to small claims court if action is not taken soon.
Shawn, off all the reviews including these four I have ever read regarding Bricks I have yet to see anyone having a positive experience. I have just purchased from Bricks and living through a nightmare trying to resolve all their mistakes. All my friends and colleagues who have purchased from Bricks share the same experience. Bricks may be big now but if they don't get their acts together, with enough unsatisfactory customers they will go down. You obviously work for Bricks but when they go down I hope you go down with them for your foul attitude.
You guys are a bunch of [censor]ing idiots. I know for a fact that they have well over 200 locations in Canada, and common sense says each store MUST do well over $1, 000, 000 every month. So we are looking at $12, 000, 000/year per store, so that goes up to 240, 000, 000 a year in business, and you expect them to be 100% perfect and have EVERY single piece they carry in stock? and of course there is no business in this world that can have 100% of their customers satisfied. If you use your brain then you will know that for the volume they do, they are doing an AMAZING JOB! It's very embarrassing that you think you have a valid point when they are doing well over 240, 000, 000 a year in business and there is only 4 complaints in this forum. I know for idiots like you 4 its hard, but if you get somebody to help you think, then you'll know that they are doing GOOD!
I recently bought 2 couches from the brick in NE Calgary, and I have to say that I was extremely disappointed with the service I received. From the moment I walked into the store, I was followed and harassed by the sales staff... I realize that they are commission based, however literally following 10 feet behind me for more than 30 minutes after I specifically said that I was only browsing is unprofessional and extremely rude. That was only half of the problem, I ended up buying a couch and love seat, and the love seat was not in stock... no problem these things happen. BUT! As the delivery date came for the love seat to arrive, the service became increasing horrendous. I was booked for a delivery between 9-11am, which I stayed home from work so I would be able to let the delivery guys into my home... they didn't show up or call within the delivery window. When I called the store I was told that my move was delayed and that the representative I was on the phone with, would call the drivers and get an eta, AND ask them to call me...
To make this long story short, I waited 13 hours with no reply from either the telephone staff or the delivery personnel. They showed up at 10:30pm with the only phone call coming at 10:00 pm to say they were on the way. When they finally arrived they stunk of weed and were obviously stoned, they said my delivery had to be bumped from the first of the day to the last of the day because the second move they had booked had filled up they're truck... Does this make sense to you? How do I go from first to last because the 2nd delivery had a lot of furniture? Especially without a phone call! I ended up missing a whole day of work and received not a single call from the drivers or manager. The management really pissed me off too, because when I called to speak with someone, I was told they weren't in and to leave a message, which I did. I called again the next day with the same response. Finally I was told on the 3rd day of calling that a manager was given my message and to expect a call right away... It has been 3 weeks and I haven't received a call, apology or any other form of recognition of the mistakes made by the company.
I would recommend that all consumers buy furniture, appliances and TV's from any other company! I will never buy from the brick again and will proactively discourage others from buying from them as well.
The Brick ripped me off almost 200$.They made a mistake when typing in the amount of money i gave them and when I went to pick up my TV (which was supposed to be delivered, but after waiting for a month and they screwed up on the delivery I went to get it because they lied to me the whole time about when it was going to be here and i wasn't going to trust them to deliver it). The Tv first wouldn't fit in my car and i went to the front and the owner was there and being an ### to me (I am 8 months pregnant btw). Made me pay 200$ more to get my things because he said I needed to bring my receipt with me to indicate that I had paid for my purchase and if I didn't give him the money to forget about taking my 1500$ cash purchase home with me. Can you believe that? He was such a rude pig and was laughing in my face and cracking jokes because I live almost 2 hours away from there. Saying how city people aren't used to it but since I live in a remote place I should shut up. Now I have to go back there to get my 200$ that they stole from me because my recepit did indicate I paid in full and the right amount. The way they treat their customers should push away clientele. All they have is a bunch of excuses and the worst service i have ever had in my life. I am planning on going back there in a few days with my receipt to get my 200$ back and I'm going to make him shut up and give me compensation for all the trouble I had. I finaly had to take the plasma tv out of the box to bring home on an almost 2 hour drive, almost breaking it. Don't ever buy from there. It'll teach me to pay for something before I get it!