The Brick

We purchased a ton of stuff for our new house in 2018. Got the 5 year extended warranty, it’s been 5 years so when I called in april I was told we had a certain amount we had to spend by october 31. So we went in last friday october 20, and used the credit towards a new kitchen table … I paid the difference of $14.52. They are now trying to tell me that we had a claim on our dryer in 2021. (which we never did) and that I have to pay $134 on top of the $14. We never had a claim so I told her i’m not paying that when we never had a claim for the dryer. She calls my father in law as he bought a mattress the same day, to tell him that the mattress can be picked up thursday. He proceeded to ask about our table as we were going to pick it up together. She tells him that she never put the order through for our table … it’s an entire 7 days after we bought the table … and they haven’t even put the order in? Because they just called me at 9pm last night telling me that I have to pay the $134.. I am not paying for a claim I didn’t make … but now we are potentially going to loose out on our table we wanted because they don’t know how to do their job!?!?!? Absolutely terrible customer service, and this is the exact reason we will never buy from the brick again…. We spent thousands of dollar there … and have been loyal customers … referring people there in the past … only for them to say we made a claim we never did and now they won’t give us our table!?!?

I wish I could speak to someone higher up because this is absolutely ridiculous!

Update by TerriB.inCanada

Nov 24, 2022

5:21 pm EST

I got an answer from the BRICK, NO REFUND, they will send me a new chair. This would make it the 4th. chair. I have put up with this for weeks now and don't want another chair from them anymore. I just want this one picked up and a REFUND issued so that I can get on with my life. I am a 72 year old female who had a nice quiet life till I decided to buy a chair local since I always buy from Amazon, the best ever. I have had to let strangers into my home for weeks now and they don't even have the curtesy to wear a mask when the are coming into a Senior building and residendence. I am also tired of the store saying the word POLICY as an excuse to not refund me after I have tried to be supportive of them with all these damaged chairs. My next course of action is to not let a lawyer deal with them. This is so not how I expected all this to turn out. My blood pressure is sky high. My stomach hurts all the time now and I have such extreme headaches. I need for this to go away. I want my life back.

I purchased a recliner from the Brick in Orangeville. The foot section of the recliner was crooked so they sent someone out to take a look. He said that it just needed to be adjusted because it was laying right. He unscrewed the foot section, drilled new holes and lifted the one corner to make it even at the front. After he left I inspected the chair and realized that because he lifted and shifted the foot piece it now bunched the material up near the seat. It looks terrible. I contacted Sarah Nockolds at the Orangeville store because that is who I was dealing immediately, this was a week and a half ago. I sent her a picture but she never got back to me. I sent her another e-mail this week to ask if she got my e-mail and still she never got back to me. This chair was purchase maybe 2 weeks ago and cost over $1000.00 dollars. I asked for an exchange because the chair was defective from the get go. I even told that to the man that came to look at it but he said he could fix it. The frame on the chair or the way the apolstered it is all wrong. The seat is not level but he said that is on all furniture because of the stuffing. The Brick is suppose to have a Customer Satisfaction policy but it seems the Orangeville store doesn't seem to care. Can you help me please. I am a senior on a small pension and this was a big purchase for me. I feel it was a waste of $1,000.00. I don't understand what the big deal is on exchanging this chair for a new one so that they can take this chair back to the manufacturer to have them fix it. They are not loosing any money, it's just a straight exchange. The photo's are before and after the repair images.