The Brick

While buying a sectional I asked the sales representative if the fabric on the one I was looking to purchase would pile. She assured me that it would not. I asked again and she brought over a manager who also assured us that it would not pile. I asked what I should do if it does pile and she said, "Just bring it back."

To our surprise, after such a clear guarantee, the couch did badly pile.

I went to the store and was told that the Brick does not warranty against piling. I told the manager that I understood that different types of materials are prone to pile but I was clear that I was careful to ensure that the one I was purchasing did not … and that the sales representative guaranteed that this one would not. He said that just that morning he held a meeting with the sales team to tell them to never guarantee against pilling. That is great for future buyers but did not help me with what was either dishonesty or ignorance of the sales representative who guaranteed my couch would not pile.

I reached out to the warranty department through the Brick's website. I could see that they sent my complaint to the local store (who did not contact me). I tried a few more times to try to get anyone to even call or email, but there was no response.

I understand if a sales representative and manager do not know their product well, and so make guarantees that they shouldn't, but then integrity would dictate that you still stand behind your promises. I was so clear and so careful in my questions.