The Brick
Reviews and Complaints

I called this morning to see if my table was ready for pick up. I selected 2 for English and 3 for pickup info. I was put on hold for 25 minutes before I even had a chance to ask what I needed. I hung up and called back but chose 2 for sales departments. The same lady answers and puts me on hold. A man picks up and immediately puts me on hold and then she picks up and puts me on hold again. 5 minutes later, I call back (with my other phone while keeping the one on hold open) and select 1 for French and 3 for pick up info. AND GUESS WHAT? the lady answers me! I ask her how come she hasn't answered my other call and she spews out some bs about them not knowing who presses English or French. Such horrible customer service. I'll never go back there. I'm disgusted. A politically motivated furniture store with ignorant employees.

We purchased a chest of drawers and a Bremen bookcase from salesperson Navah at the Granville Brick in Vancouver. We also paid for the delivery service.

Today the delivery men brought the items. They did not offer to take off their shoes. They left the box holding the parts for the bookcase on the floor so I did not notice until this evening when we moved the box and started to assemble it that they left 4 large marks on my carpet, either from their dirty shoes or from dragging the chest across the carpet. These marks were not there prior to the delivery men's arrival.

Nor was the black mark they left on my wall.

To make matters worse, the bookcase is of extremely poor quality. The first shelf split when I screwed in a single screw. We could not believe the poor quality of the wood. We will be returning this awful product.

I called the Brick numerous times this evening, as your voicemail and your website both said that you are open until 9 pm on Fridays. Yet no one answered. As we want this dealt with immediately, I attended at your store at 8:40 pm to find that the store was closed and your sign says you close at 8 pm, despite the fact that your website and phone number say you are open until 9 pm.

This is my first experience with the Brick. Is this the way the Brick normally runs its business?

I'm writing you with hopes of someone understanding my situation and position. Although I am certain that these things happen, and it is not the first case, I am left with such discouragement and sadness after this situation. After receiving no support, I am hoping someone higher will hear this out.
It all started when on May 19, 2018 I went to The Brick in Kirkland Quebec, to buy some appliances for a home purchase I just finalized.
To start with, I received the poorest service I have ever received in my life. I myself, work I customer service/ project management and fully understand the meaning of it, but that day, it was very poor. Telling myself that I know enough about appliances to be able to figure this out on my own, I made no big deal about the service and carried on with my purchases.
When I came to the store, I knew exactly what I wanted and needed, my price range, and was going to make this trip short and sweet. Unfortunately, the representative that was with me was less than knowledgeable about the products and very unhelpful. I ended up having to do the leg work myself and finding what I needed and the information on the products that interested me. Any question I had, this individual could not answer. So, I had to do some online research, right there at the store. That shouldn't happen, but it did. Still, made nothing of it, completed my purchase a few dollars short of 5, 000$ and I'm sure he still made commission from it, without even trying. That day, I was also told that every item I purchased was in stock. I was assured that everything will be okay, and I will receive everything on time. With this sales representative, we looked at the system, and chose a delivery date of July 23rd 2018.

Fast forward to July 3rd, I had called the store because I lost my original bill copy and wanted to know if it could be sent by email. It was. During that call, I decided I will still ask if everything is in stock and we are good to go for the 23rd. I was once again assured that everything is okay, in stock and I can expect the delivery as planned. I was told someone will contact me about a week before delivery to confirm everything. I was happy in that moment.
Friday July 20th 2018, a few days before my move, I had received no call or confirmation. I decided I will call and check in myself.
From this point, everything got worse and worse.
I call and was told that the fridge is not in stock and is expected to be stock in a week or two. No concrete date for when. That was shocking. Wasn't everything in stock?
I was told by the agent that there was nothing they could do. So, no help there and no willingness to problem resolve. I asked if I could have a different fridge that IS in stock and can be delivered on the 23rd, since a fridge is a necessity and I have a family to feed. We could not keep eating in restaurants with young children who also have allergies. The agent told me that only my rep who sold me this, could check into that. I was put on hold and second later, told that this rep no longer worked for the company.
That's fine I said and asked to be transferred to someone else who could help with this.
The person I was finally transferred to seemed less than pleased to speak with me. I felt like I was the biggest inconvenience to his day and practically had to beg to help me, after explaining the situation and how important it is for me to have a fridge delivered when I had planned it.

As a result, I kept getting excuses for why things went the way they went, uncooperative behavior and displease over the phone.
It didn't really matter to me why this was so missed. What mattered is to resolve the situation, but nobody was helping. With elevated stress of a move, this was difficult. I'm asking for help but receiving none. Nobody was human enough to understand this frustration and necessity of a fridge. I had to explain that it is not a dish washer or washing machine that I could make due with for a little while. It's a fridge. Were we expected to spend hundreds of dollars out of our pocket, and feed children in restaurants for an undetermined period, spending money we shouldn't have to spend because of a mistake the company did? A client should never pay for something that the ball was completely dropped on, by the company itself.

Nobody was accommodating. Nobody wanted to help.
First, I was told by the first agent that nothing can be done, and I have to wait. I did not find that very helpful, honestly.
Secondly, If I would have never called, I would have never even known. I would have either received a partial shipment, or nothing at all with no explanation. And imagine the shock that would have been to get no fridge and have kids around you. This wasn't an easy situation.

The excuses I received by the replacement representative I was transferred to is "It's moving season. We don't have the stock".
Firstly, moving day In Quebec is July 1st, and secondly I explained, I shopped 2 months in advance to
avoid this sort of issue. I did my job planning. It was so sad to see how this completely fell through the cracks. Now, with 2 days left to pack the family and move, I had to spend continuous hours on the phone to resolve an issue I didn't want to have and made sure I took care of, 2 months prior of the move date.
My request was simple at that point. I just wanted a fridge delivered to me on Monday. I asked to find an in-stock replacement, for the same price I paid, that we could get out in the few days.
The representative did that, but the model he sent me, I disliked.
That was brushed aside, and I was told, well this is the only model and that he didn't even know if he could get stock on it.
Was I expected to accept a model, I did NOT like, just for the sake of having a fridge, because of a mistake made by Brick ?
I politely offered him to look online at some models that I could be interested in, and then that I'll call him back and he could see if he could get any one of them, and at the same price as the Fridge I did order. I understand there was some money lost for the store there, but it would have been greatly appreciated if I would have been accommodated.
All the models I did end up asking about, they couldn't price match as an exception. I didn't exactly choose models that were thousands of $ over the price mine was. I was told I can have them, but need to pay 500$+ out of my pocket because they can only lower the price by a couple of hundred.
Why ? why did I need to pay out of my pocket, when I already purchased everything, paid for it, made my budgets. This wasn't fair.
This representative told me he doesn't have the authority to drop the prices by that much. I asked to speak to a manager directly.
Fast forwarding hours into Friday the 20th, This manager is fully aware I want to speak to him/her and was NOT calling back. They kept having the representative call me, with no resolution, or authority to try to do anything for me, and be the middle person.
The frustration was beyond what words can explain. I simply wanted to speak to this manager who seems to be the only one who can maybe help, and I was getting ignored completely. At least 6 times, I asked to be transferred and then was told he will call me. He did not, until the very evening. This managers excuse, was that he knew I called many times but didn't want to speak to me until he had a solution.
This was so upsetting to hear. That is not client orientated at all. I would have appreciated him picking up the first time or returning ANY one of my calls and letting me know that he is looking into it.
when finally talking to him; there was no solution. He said it looks like there is no stock, and if there is, I need to pay more out of my pocket, and that he wasn't sure when the model I chose will come in but will have to call me back on Saturday the 21st to confirm everything and what we will do.
Its Friday evening at this point, I'm tired, stressed, have kids running around and a house to pack and move and I spent most of my day on the phone, being ignored at how this whole thing completely fell through, in every department.

Saturday comes and close to the end of the day, I finally got a call. There was no resolution, as predicated. My model was going to come in about a week to two weeks from that day, he could do a second free delivery for the fridge when it does come in, and that's about it.
To add to all that, he said my first and now partial delivery that is scheduled for the 23rd, is impossible to complete because Brick does not deliver on Mondays.
… Again, just one more dysfunction in this whole situation. I sat in front of the computer when I originally purchased the appliances and the Brick computer system gives options for delivery dates. Monday the 23rd, was one of them. Now, suddenly, it wasn't an option and the store doesn't deliver those days. Now I found myself in a position where I must switch my already planned time off and work days, to different days because of this delivery. This, inevitably causing issues at work as I am a project manager and had planned my work and everything, around that Monday being off. Now I needed to take 2, unpaid, different days off, to accommodate The Brick for delivery.
I'm crying at this point, but honestly, there was no human approach anywhere in this whole story. Nobody could care less.
Finally this manager who called me on Saturday, gave me the bad news but assured me that I am on his top priority list, he is watching the stock and will call me the second the fridge comes in, personally.

I asked if the store can accommodate in any way; gift cards, store credits or anything really, since I found myself in a position where I have to eat out in restaurants with my family, and take un paid time off work. That's hundreds of dollars.
The day before the partial delivery for all appliances, I called to make sure my delivery is still on for the day after (which ended up being July 25th, and not 23rd as Planned) I was told yes, and that ALSO the fridge is scheduled for the day after.
Another shock! It's in stock? I got no call, not even from this manager. In fact, I never heard from that person again. Nothing, after promised to stay on contact and personally figure out a way to accommodate or compensate me.
And, who scheduled delivery without advising me? At this point the whole situation was unacceptable, and so poorly managed by all involved. After everything that happened and went wrong, I received the fridge. Was it all worth it now? I don't know. This was too stressful and too upsetting about how the company handled this case.
I myself, am understanding. Mistakes happen and in our customer service world, we deal with it every day. But in all my life, I have never received such poor, unprofessional and unhelpful service.
I'm not naming names of people I spoke to. I never thought I would find myself in a position, having to reach out to a head office . My point of this letting is not to have someone in trouble. But I would like it if someone heard me out. Implemented ways that the system could better in the store. Gave some customer service training or anything else to improve the process and how cases get handled.
I would appreciate it if someone could call me or write back to me. I know it's not much and seems like such a silly issue, but when your world is uprooted and the stressors were at the maximum level, this was devastation and exhausting to myself and my family. We ended up eating out, spending a ton of money too. There was no understanding or compensation from the store for any of this. No credit, no gift cards, nothing. There wasn't even a proper apology and that hurt most.

We purchased a leather reclining sofa and loveseat, bedroom set including bed, head and footboard, dresser and side table.
Picked them up at the distribution centre in west Edmonton on July 17. We they were unpacked at home we discovered the majority of items were damaged including.

Dresser leg broken to pieces in box
Bed base has chunk missing
Footboard has damage to corner
Nightstand has damage to corner
These pieces were all in boxes with protective cardboard corners still intact as seen in pictures provided so there is no way it could be damage from us moving them rather right from the manufacturer.

The couch clearly was slid around causing extensive damage to the back right down into the wood framing, there is far too much damage to be caused by us. This is obviously from sliding during the many loading and off loading during transport to the distribution centre. We never slid this couch because we definitely don't want our new expensive couch damaged.

I was sure to email pictures the next day to be proactive about getting a resolution for this and called the south common brick for instructions which I was told to send the email with pictures and someone would get back to me ... that never happened I had to call several more times and I have been getting the run around from the south common customer service, I can never talk to manager they either don't pick up or they are not in the store. Never have I gotten a phone call returned regarding my issue.
I was told on July 25 that the bedroom set would be replaced and delivered to me and she would call me back when she knew of a delivery date ... that never happened. I was also told that same day that they would not replace the couch because the damage was from sliding it ... which yes is very obvious but again the amount of sliding that had to have happened to damage it that extensively is definitely not from us bringing it home ... also why would be risk damaging our brand new furniture by sliding it ... that doesn't make any sense.
I called today, July 30/18 to check on the status of my bedroom set and was told that she couldn't confirm it would be replaced and delivered. This is completely different from what I was told on July 25/18. She told me there was no manager to speak with and there wouldn't be one in store until July 16/18 at 1:30 pm.

Very unhappy with the bricks customer service, no one is willing to help, just passing it off to the next person whose never there and Getting told someone will call you back when they never do.

I purchased mattress and it was booked for delivery on Sunday July 29. I was expecting a call on Saturday July 28 to be notified of exact delivery time window. Instead, I was informed that the mattress will not be delivered on Sunday - instead it will be delivered on Tuesday July 31. This is frustrating and even worse unacceptable. I made an arrangement to be home on Sunday. No one is going to be home during weekdays. My 9 daughter for whom I bight the product is eagerly y waiting for her mattress to arrive. Nothing is impossible if the Brick has the will to deliver its promises. I feel my business is not valued.

I have a few issues I placed a order with your company. They advised me the set I wanted was going to be delivered June28. They called me a week before to tell me that all of the pieces will not be here the headboard won't arrive until the end of July. The bed arrives we unbox everything an on the leg of the chest and the leg of the nights stabd the wood is chipped. To make matters worse what they didn't tell us was we couldn't put the bed together with out the headboard piece which was a MAYJOR inconvenience. I contacted the company multiple time for the last 3 weeks sent pictures. I have received no call back. I called them yesterday someone was suppose to give me a call back that day I still have not received a call back. I'm highly disappointed in the lack of communication and low quality of customer care. I buy all my furniture from the brick but I will not purchase again. An I would like these two items replaced because I did not pay full price for two damaged items.

After being bounced around making phone calls about 5 times, someone at The Brick customer care told me to call The Brick Beacon Hill store so I did. The girl I spoke to was rude, hard to understand and kept lying to me saying she would put me through to a manager and wouldn't, then she refused to put me through to a manager and passed me off to a man who was yelling, aggressive and very abusive. We will never shop at the Brick ever again. Their customer service has gone downhill and they do not care about their clients Buyers Beware.

Good day,
I purchased a 65" Samsung TV on July 1, it was delivered a week or so later. I left on vacation shortly after. On July 20 we tried to screw in the left leg(there are two sets of legs) the screw on one side wouldn't screw in, it kept going around and around. When I got flashlight and checked there was no screw thread. This was a manufacture defect. We called the brick immediately; we were told to contact the manufacture because 3 days has past.
We visit the store on July 20, the agent asked when did you purchase the TV, we provide the date, she said contact the manufacture and walked away. She didn't even offer to get the telephone number. I refused to leave, another agent provide the manufacture number. We called the manufacture who told us to contact the store because there is nothing the can do. I was very upset, and was a bit loud on the phone, the store manager told me to leave his store and no one will help me. It is now July 25, although the manufacture state they have register the issue with a technician we have yet to receive a call from the technician and the TV has not been fixed.
Desire resolution
This is a manufacture defect and I expected the Brick to take the TV back and sort it out with the manufacture, I shouldn't be the one taking time out of my work day to continually call to resolve the issue.

I have had issues with the brick since I bought my furniture from them. I first had 2 bed frames changed 5 times then I had 3 end tables changed 4 times. I also am dealing with the fact that I keep getting tossed around to different people and managers. This company is disgusting they should close down they know nothing and don't have any customer service experience at all. I also have dealt with trying to get my refund on partial of my warranty for my night stands and still have not received it since over a week ago I also am dealing with the fact that I was informed to deal with one manager and one manager only for certain parts of my nightstand and once I thought that everything was taken cere if I get an email from a customer service rep asking me what parts I needed. I can't stand this company I can say don't ever ever I mean ever buy anything from this comoany they are the worst.

This is regarding the invoice number 0614857PYTJ I had bought all the appliances, and furniture for my new house. the sofa I bought got sags in it in a few days, and the centre table has chipped drawers. the dish washer missing a part I did file a complaint, and they sent the technician to have a look the technician said it is the one side of the sofa which is sagged. the brick people contacted me and said we will will get it repaired, I refused as its just a few days and it saged I am not satisfied with the product as I spent more than 3500 dollars on it and it needs repair in a few days . It is not matter of 5 or 10 dollars, its thousands. they people said we can not do nothing is this the answer ? I am really unhappy with the customer service too. I would really not recommend nobody to buy stuff from the brick store. I also have stuff on hold to buy ut now I would not buy. I need my money back as the stuff is damaged in a few days.
Kindly reply me with a resolution ASAP. OR I will go to the consumer services.
Thanks,
Sukhwinder Kaur
[protected]

I have purchased on line 4 kitchen chairs, I received them from the Ponoka Branch in alberta on Wednesday... i pulled 1 of the chairs out of the boxthat had2 chairs in it...
I then assembled the 1 chair. Noticing how small it is... I was very disapointed on the size of the chair and then called the branch in Ponoka to ask if i could return them... he said he then looked into it and called me back on Thursday today to tell me that they would not take them back...literly the day after pick up...very disapointed on the return policy that has gone down for this situation. Now I have 250 bucks worth of chairs that are to small...

I purchased a living room set (sofa, love seat, chair, Ottoman) and a freezer on Canada day weekend. The sofa and love seat were out of stock so I had to wait two weeks and they were delivered Tuesday. When we got the pieces we quickly found that the love seat wasn't big enough and we want to get a second sofa instead of the love seat. I called the store Tuesday asking if I could return the love seat and purchase another sofa and they said they would call me back. They never did, so I called again today and after being in hold for a really long time and not letting me talk to the salesperson I dealt with, they told me I was out of luck. I am incredulous that I was given the run around after spending $3500 at the store, and totally shut down when asking my question today. I want to know if this is indeed your policy, and I want to know how such a large company stays in business treating their customers this way - I want this situation resolved and if I am still feeling terrible about my big purchase I have no intention of shopping at the Brick ever again and I will tell everyone I know to stay away from your company. My name is Renee Sommerfeldt, and my cell number is [protected].

I recently bought a King bed frame, there is a huge gap between the mattress and the frame. I am told by College Park (Daytona)...

'From what I can tell, based on the pictures, the unit seems fine and our floor model does have a similar gap as well'.

I can't believe that this is a faulty product, acknowledged and dismissed. I will have to forever stuff pillows in the gap so that I don't fall in?

The brick store in Guelph has terrible customer service skills and terrible delivery arrangement. This store needs training for managment and staff. The store blamed the customer for staffs misleading to sell products and also management don't take accountability for there mistakes. Needs more work to stubstain customers loyalty and referral. Poor service ! The managment told me to read the agreement for codes that show products are in back order when it's the sales associate job to let the customer know the products wasn't in stock and might take few weeks before receiving. It is not the customers duty understand codes that store employees and managment understand. When the delivery arrangement was made there was no notification of delivery date being changed or notifying the customer of making any changes until the day of delivery. Making the customer take a day off and making arrangements and waiting at the door for products to be delievered and nothing showing up and than calling the store to be informed such changes was absolutely disgusting. Than once the deleivey of my fridge arrives to the house the delivery guys don't take the old fridge as promised by sales associate. As we have family gathering and events planned for family friends to come over we have 2 fridges in our kitchen causeing problems. Contacted the management he than blames me and not his employees who made mistakes on the arrangement. I'm very disappointed in this company. Such company should hire better staff and more experienced management to make sure customers are treated right and follow the policy and advertisement as promised. Managers name (Temor) associates name (Ellen)

We purchases a queen bed along with other items including another, bed, sofa, coffee table etc.
Brick delivered me a defective head board and foot board that I requested to replace and to make sure its quality before dispatching. Brick customer service agent promised to ensured its quality before delivery.

Brick replaced it with another headboard but defective again.

Another time, I requested to exchange the head board; once again it was damaged - delivery guys took it back to Brick.

I went to Brick William Kirchner Road and requested to cancel my order, as we cant afford another promise of delivery by Brick. Brick refused to do so. We are in this process for about a month and I had to travel all the way from Scarborough to Ajax twice to receive the delivery.

Later, once we moved to our new home, all of our excitements were over once have to sleep without bed and bearing a mental stress for the item that we ordered and paid. In particular my son for whom we bought the bed is very upset. Further, we believe this bed is of very poor quality that damages during its delivery.

In this circumstances, we don't want to keep or exchange this bed and request you to refund our money. Although, we will keep all other items that we bought at the same time like tables, bed and sofa. Please noted that we are financing this furniture through Brick.

June 26th, 2018

R.E.: Faulty record player and purchased theBrick warranty not honoured

Dear Sir/Madame,

Just under one year ago (July 19, 2017), while furnishing my bedroom with products bought from the Brick on Dufferin St., I purchased a Sony record player and two-year extended warranty.

I am an old-fashioned person and I listen exclusively to records. Once I brought my record player home from theBrick, I gave my old turntable to charity.

After approximately 6 months the record player stopped turning, but I did not worry; I bought this item from theBrick and was smart enough to purchase extended warranty.

Subsequent to a phone call with theBrick warranty department, I received a shipping label for the Sony record player, and shipped it right away for repair.

I got an email from Frank Wilken that the player is not under warranty and that he will be sending this item back to me. He noted "just wait another six months and then you can have it fixed."

This prompted me to physically present myself to theBrick on Dufferin St., where I had originally purchased the item and associated extended just months prior. I had asked for a replacement record player in the interim, due to the extensive time period without the item functioning properly, and the lack of music now in my home. This request was denied.

As I write this letter, my record player has been out of my possession "for repair" for over 4 months, and this is completely unacceptable — as I still do not have a solid answer from either Mr. Wilken — or theBrick regarding when this item will be sent back to me in working order.

I find this whole process not only extremely negligent, but as well utterly degrading and conniving. Imagine if you would have bought a car under warranty from the dealership and the "poof" it's gone without a trail nor end in sight...!

I hereby request an apology and immediate replacement for my Sony record player. Please respond to this request within 30 days, when I will be faced with no option but to go forward with this ridiculously outrageous story to the local news media, to warn the public of theBrick's actions, and will consider further actions.

It is not my intention to shame theBrick, but you must stand behind your product and further — you must stand behind your warranty. Further, your company's lack of empathy and action in this matter are set-evidently shameful in their merit (or lack thereof). This "cash grab" has personally insulted me as a loyal theBrick customer, and I will be making sure that not one of my friends nor relatives will ever purchase a product from theBrick and definitely not a bogus Brick warranty in the future.

Please take my words to heart, they are coming from a concerned long-time customer and upstanding citizen — who has been no less than jerked around — by your company. PLEASE feel free to cal me on my cell phone [protected] for further details.

Yours respectfully,

Hillel Maresky, MD
Hillel.[protected]@medportal.ca

After spending over $6000 on a purchase of a number of items for my house - I was not advised at any time prior or even up to four days after the purchase that not only will I not get delivery of some of the items for another two weeks but also that almost 50% of the items were out of stock and had no delivery time.
The non-challant manner with which I was dealt with in regards to this issue was absolutely egregious. I was left with the option of cancelling the purchase or waiting indefinitely for the eventual delivery.. don't you guys think that's ridiculous.
There was no apology or concern. I was simply told - four days after the purchase - that they cannot provide a delivery date until they know when the stock will be available.
Why is the Brick advertising products for sale in their sales room without advising customers that the items are either out of stock or will have a protracted delivery time frame?
As it stands now I have received 3 of the items - out of an order that comprise 18 items. The theee items I picked up at the store are valued $200 out of an order that's valued at $6600
While I consider cancelling this purchase I am hoping that making you aware of this ridiculous situation at one of your stores will result in an improved service level to your customers. Customers need to be told at the decision point of the purchase whether an item is available or not."

Hi. To whole it may concern,

My name is Neymar, ([protected]).

I bought a mattress and a dinning table a few days before and supposed to recive it today July 6, but didn't and I called the store to ask about the status of my order.

Her name is Amanda and she was VERY rude to me and hung up the phone 4 times on me,

Being as a brick customer I'm very disappointed and not happy from your service.

I am a The Brick costumer for over 7 years. Once I was moving I bought my new furniture at the Coquitlam /BC store. I was not planning to buy a new TV, but the demo Sony TV had a good deal and I went for it.
. This device couldn't be delivered with my regular shopping and because of this I was required to pick it up.
Because the bureaucracy on the payment the pick up occurred 10 days before the deal. At this whole time the TV was at the store warehouse. When I pick up the TV it didn't come with any box or protection, I didn't like this but I took it with extra caution.
I didn't want to use the TV at the old place, so I didn't unwrap or use the TV until moving out.
My unpleasant surprise happened when I unwrap it and plugged it in. It was not just cracked it was destroyed. I was devastated but I trusted on the brand The Brick to help to solve my problem.
And at this point the story gets really sad. I went to the store, talked to the costumer service manager and I couldn't see any willingness to help a customer. And I even was accused of breaking the TV.
When I tried to talk to the store manager I couldn't because the first attendent wouldn't let me.
So this complaint is my last attempt before going to court. Is there anything the head office can make to help me?

I purchased a couch, loveseat, and ottoman on June 25th, 2018 and was promised delivery the first week of July. I called today and spoke with Jen who said my couch would be delivered the 3rd week of July! My loveseat and ottoman would be delivered the second week of July. I got rid of my old couch July 2 to make room for the new furniture and now have nothing! The customer service didn't care and were not willing to do anything except compensation after the furniture arrives. This is unacceptable when someone promises one thing and does not stand behind it.