Exprience with The Brick Canada

I am battling with my local Brick store in MIssissauga Ontario Canada.

I am unable to secure the name or number of a more senior manager and am having to deal with a customer service representative with no authority.

I purchased a $2500 living room set 1 year ago. One month after my purchase the stuffing of the set started to break down and deteriorate such that you felt the wood frame of the furniture. Shortly thereafter I was diagnosed with Cancer and spend the next several months in treatment.

When I was able - before the expiration of the manufacturers warranty a technician from The Brick viewed the furniture - did not touch it, sit on it or physically examine it, other than to take pictures. The result was that the problem was not a manufacturers defect. After several calls - The Brick agreed only to 'restuff' the furniture. I released the largest piece to see if the restuffing would recitfy the problem. Needless to say - it did not and the restuffing is also deteriorating.

I have asked for an exchange - to pick out another set and I am being refused.

The manufacturers warranty has since expired and I believe they are continuing to delay the reinspection of the furniture, to inform me there is nothing more they will do.

I have no where to go in so far as my complaint is concerned and believe my only recourse is to commence legal action to which I do not have the time or energy.

Can you please direct me as to how I can get this matter resolved.

Cathleen

Unsatisfied customer

Comment On This

Hello Cathleen

I too am having the same dilema with the Brick. The stuffing on my sofa started to separate within 1 month after I got it home. I went back to the store on 3 separate occassions and so far I haven't even seen a service guy. I bought the sofa in July/08 and this morning when I sat down, a spring let loose and I spilled coffee all over a brand new area rug.

I purchased the extended warranty for $100 an when I asked that the $100 be deducted from my bill, I was told that the warranty is a product and not a service and therefore they will not it off my bill. They did however throw in a cleaning kit for stains, which they said came as a bonus with that particular couch. The cleaning solution that they included specifically states "Not to be used on Ultra Suede as it will damage the material" My sofa is Ultra Suede. What kind of people are they? Did you find any solution to your problem?

Personally, I will never buy from them again, and I hope anyone who reads this complaint will use their heads before they use their credit card. No doubt they could even screw up a "Brick" shithouse. I will go to the Salvation Army Thrift store before I ever buy from "The Brick" again. At least at Savation Army stores, they inspect the furniture before they will sell it.

Dave

Another Unsatisfied Customer