The Brick

Hello,

I purchased a mattress and had it delivered on July 7, 2022 by a 3rd party company hired by The Brick.

As they delivered the mattress, they caused damage to my home and tried to argue with me to sign the receipt acknowledging no damage was done. Of course, I did not sign. As soon as they left I headed over to the store where I had purchased the mattress to lodge my complaint. I was told at first that this is not their problem and that I need to contact the 3rd party company myself. If The Brick hired them, it is the companies responsibility! I was then told by the manager that she would handle the complaint and the 3rd party company will contact me by phone within 48hrs to discuss.

It has now been over 2 weeks and I still have not received such a phone call. I have also tried to follow up with the manager twice on this matter and to date have not received any call or email acknowledgment.

This type of service is unacceptable and it’s unfortunate that I am stuck with a mattress from The Brick as you do not offer returns.

The Brick had always been my “go to” for purchasing household furniture. I can guarantee you this will not be the case moving forward after this experience!

Good morning. My name is Ed, home phone number is [protected]. My email address is [protected]@hotmail.com.
I March 8, 2021 I purchased a refridgerator, dishwasher, microwave and a dual fuel oven. I paid in full. The sales person, Shayne was great. I understood that there would be a delay in receiving the products and I accepted the reasoning. At the end of May, the fridge dishwasher and micro were delivered.
Mid June to late June I received a phone to make arrangements for my oven to be delivered. It had arrived. I told them to hold off a few days because a back splash in my kitchen was being installed. I was told all good and phone when ready. On Monday, June 30 I phoned to make arrangements for delivery. I was told that the next available was 'around July 17'. They sold my oven. I was told about a 7 day rule then. Had I known of this policy I would have accepted delivery and stored the oven my home. I went to the store and spoke with the store manager and I requested that the General Manager phone me. The result,... no phone call. I phoned again and they are knocking down the price by $100. I have been without an oven since March 8. My complaint is... I paid in full in advance and I have not received my products. The lack of follow up was pathetic

on asking17 Aug 2019 i purchased a round table and 4 chairs floor model some minor scraches on the chairs the table was fine they load it in my van i live 2 km from the store within half and hour i went back with tabel top damaged nd ask to replace the top they were so rude i was not asking for refund they refuse within one hour i stop the transaction hopefully the resolve the issue or repair the damage when they found i stop payment they called they will send it to collection in 40 years dealing with furniture stores never i experience unprofessional customer service

I have purchased 5 couches from the London brick in under 8 years. The first two had multiple issues and required frequent service, I had to strongly advocate to use the warranty to purchase two new couches. These couches were bonded leather and relying on the sales rep's knowledge of the product, we bought them thinking they did not require the upkeep of leather couches and not that they would eventually crack. We called for service and were told we would need to replace them. I was upset about this and begrudgingly went into purchase a 3rd set. We settled on a sectional and the male sales rep we dealt with talked me into getting the 5 year warranty despite me not wanting a warranty. I have recently learned that I was sold the 3 yr warranty instead of the 5 yr, which expired in April and I now and springs hanging out the bottom of the couch. I hoped to find some sympathy and exception given the number of couches I have purchased and the warranty having only been expired by a few months. Instead, Trish was not kind or considerate. She was condescending which I pointed out to her. She said the following statements "if you had given me a second, like I had originally asked I could have told you" and "you're not happy because I'm not giving you what you want." I acknowledged I was frustrated and felt like I was getting the screws put to me under the circumstances. She offered to knock $500 off of a similar set, leaving me to foot a $1000 bill. I told her I was not interested and asked if they're was an escalation process and she advised me that it would just go back to her and she's already told me what she is willing to do. Basically, that I'm stuck with a broken couch and no help from the company I repeatedly have purchased couches from as well as other items. I'm extremely disappointed by the lack of empathy and product quality, but mostly the lack of escalation process that allows one person to determine the level of response and assistance the company is willing to provide.