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The Brick / crappy quality furniture

1 Canada Review updated:

A copy of email to the brick:

The brick
[protected] avenue
Edmonton, ab t5m 3s2
Fax: [protected]
Westrvp@thebrick.com

Dear mr. vice president,

Hello there. my name is roslyn allen. I recently purchased nearly $4000 worth of furniture from the brick – a couch set and a desk with hutch.

I am writing to express my extreme displeasure at the quality of the desk. I purchased it less than six months ago, however, the hutch portion of the desk is already bowing significantly and the veneer on the desk surface is wearing away.

As you can imagine this is extremely unpleasant to look at, considering I purchased the desk set less than six months ago. when I spend $500 on a desk set I expect considerably better quality than what I have received from your company.

I have contacted your customer service at the store where I purchased it and was extremely unhappy with the service I received from the north vancouver park royal store as well. the technician who came by my home said that the hutch was indeed “bowing” and suggested that I put a “leg” under the hutch to support it and prevent further bowing. as you can imagine, this would significantly impact the overall aesthetic of the desk and is not something I would consider to be an acceptable solution to what is obviously shoddy product manufacturing on the part of your suppliers.

He then told me to contact the store directly to find out what they would “do about it.”

Upon calling the park royal store I told the customer service agent about the service technician’s direction to me to call the store and what the nature of my call was. he looked over the technician’s report on the phone and told me it was ‘unreadable’ and that he would have his manager call me back after she had read it over and contacted the technician to clarify his comments. I asked him to please ensure that his manager would call me back as I am an extremely busy lady and I didn’t want to have to call again. he assured me that his manager was “on top of that stuff” and that I would receive a call the very next day.

After over a week had gone by with no return phone call I once again called the store, this time in much poorer spirits. the manager still had not gotten a hold of the technician in question. it was then that I expressed my extreme displeasure with her and the lackadaisical approach that they were showing towards customer service. I let her know that I would be forwarding a formal letter of complaint to head office about my experience with the brick.

At this point she offered to bypass the technician’s report and ship me a new hutch for the desk free of charge, which I accepted as a temporary remedy to what I see as a much larger problem. I have not yet taken delivery of this replacement hutch as I see the proper remedy to this dilemma as the following.

I do not want a replacement of the hutch as the next one I receive is sure to do the same thing as this one, due, as I said, to the shoddy manufacturing of this product which is certainly not cheap to purchase. I do not consider a $500 investment in a piece of furniture for my home to be a small affair and I do demand better quality than what I have received from your store. and - I do not want the desk without the hutch – that was why I purchased it in the first place and spent nearly $500 on the set.

I would like my money refunded and my brick card credited for this faulty product that I have received. your people are more than welcome to come and pick it up at any time. this way you can examine for yourself the faults in the quality of the products you are selling, and hopefully ensure this doesn’t happen again to another customer.

I look forward to your prompt response to this matter.

Sincerely,

Roslyn allen

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Comments

  • Ar
      2nd of Mar, 2007
    0 Votes

    I know furniture, worked in the field for over 30 years. You purchased from the wrong store. They specialize in that quality or lack of. You do not have a wooden desk you have a particle one, bound to bend. Suggest you research how to distinguish between quality and crap. Any furniture related questions, email me.

  • Ra
      29th of Mar, 2007
    0 Votes

    Originally we purchased a dining room set from The Brick in Hamilton. We also purchased the extended warranty. We have since moved and are now dealing with the Brick store in Peterborough. I have recently cc'd my emails to the eastern and western vp's but they have not responded or at least have not identified themselves in a response.

    We have had considerable difficulty with the chairs to the dining set as they repeatedly fall apart. They have been repaired many times, some times on site other times we have gone without them during the repair process. Yet they continue to fall apart. As a solution the four side chairs were all replaced, the stain on some was not a good match to the rest of the set but we accepted that. Yet these chairs continue to fall apart. The one arm chair has needed repair for approximately a year but no repair has been done. The more recent solution from the manager at the Peterborough Brick is to give me a store credit for the chairs, but only the chairs. I suggested that a credit for the set would be a better solution as I did not purchase a set with mismatching chairs. He has stated that they will not give us a credit for the set. It appears taking responsibility for selling sub par merchandise is a problem for the Brick and they would prefer that the customer accept the brunt of the responsibility, a buyer beware mentality. This sub par merchandise has burdened my family for years simply because the Brick will not accept responsibility for selling this poorly made product. I feel my family and myself have dealt in good faith, we have accepted repeated attempts at repair only to have the chairs continue to fall apart, we have accepted chairs that did not completely match the stain of the rest of the set, only to have them continue to need repair, we have accepted times without some of the chairs, only to have them continue to fall apart. I feel asking us to accept our money back for the chairs only and expecting us to attempt to find an acceptable mismatched chair for the rest of the set, is delinquent of the Brick's responsibilities in this situation.

  • Ga
      23rd of Oct, 2007
    0 Votes

    Did you go to Claims Court? Have you been compensated?

  • Ni
      3rd of Jan, 2008
    0 Votes

    Hi i too purchased a complete set of microsuede furniture from the brick in regina,sask. i also bought the 5 year full blanket coverage warranty, the guy at the time told me it would be the best thing to do as it "COVERS EVERYTHING" from stains to rips, ect/ ya right, i got a stain on my love seat and being chocolate microsuede the color would fade if i cleaned it, they had givin a cleaning kit the day of the purchase. Ya can't use it on microsuede, nice. So i took ot back to the store and they refused to give me the proper stuff. So now i don't know what to do. on top of it all our bills don't add up to our reciepts. So i do agree that the brick is crap and something needs to be done.

  • Ja
      24th of Apr, 2008
    0 Votes

    I can not believe this to be true, , i have e purchased many times from the brick, and on every purchase i made everything came in excellent condition (to the exception of one occasion). I am a long time customer of the brick and United Furniture Warehouse they have done nothing but help with all my furniture needs. When i did have a problem with them i was pleased to have a solution within minutes and new product had arrived in my home within 2 days!!! Of course i do understand bad experiences may cause stress, but don't let one bad experience bring you dow try twice!!! and if you still see the same result, judge them then.

    I hope all is well now with your furniture.

  • Na
      6th of May, 2008
    0 Votes

    please keep in mind that 500 does not get you anything in todays day and age. Give you head a shake, if you wanted something that would hold up better then maybe you should have looked at something that was not made or particle board and purchced something a bit more money but better quality.

  • Ly
      28th of Oct, 2008
    0 Votes

    I purchased a sofa and chair set from the United furniture which is The brick warehouse. I called beacuse the sofa is so uncomfortable we can't sit on it. I aclled within 7 days and told them I want to return it an dfind sonething else.They told Me I cannot as it has left the warehouse alreay.I said I haven't even had ait a week already, They said they will send a technian over to my house to take a look at it. They ay I see it I haven't sat on it and I am not happy with my product I should be able to return it. Lynn

  • Bo
      4th of Aug, 2010
    +1 Votes

    Who the hell thinks they can clean microsued! you cant even cleane real sued! lol, and who pays 500 bucks for a particle board (or MDF) desk! let alone complains about the quality after they realize its crap? and who the hell buys a sofa set without sitting in it first? Instead of having a technician check your items have a psychologist check your head!
    If you can afford to buy garbage from the brick, you can afford to buy quality somewhere else. Your problem is recognizing it. I bet you would try and return ice cream if it melted.

  • Un
      16th of Jan, 2011
    0 Votes

    On December 30th, 2010 I have placed an order for a bed with storage and pillows. After four screw ups on delivery and return (product was either damaged or wrong product was delivered each time) Bricks is now telling me I owe them $800 more then what I have purchased. They have added numerous things on my order that's not even on my bill which they have printed out for me. But apparently it's on their system and it's finalized so now I have to pay. I cannot believe the horror they are putting me though and making it worse and worse each time. How can a company this big screw up so bad over and over again. I was beginning to think they were doing it on purpose but after reading all the nasty reviews it seems like choosing Bricks Furniture was ONE BIG MISTAKE! Never again!

  • Mo
      13th of Feb, 2017
    0 Votes

    Ipaid10000.00 $ for complet set of furniture and i have full coverage of warranty for 5 years the bottem of sofa cushion is teard off one of the arm chair cushion is loss I called the brick after sail service in lougheed hwy coquilam bc after two weeks they someone to look at it after taking picture the guy said we will send someone for fixing after 25 days with more than 10 phone call for follow up they said they will send someone in next 10 days to pickup the sofa and armchair for fixing nobody show off sofar. I made big mistake for shopping from briks the quality is very cheep and bad 'and never seen such a worse and garbage after sail service in my entire life. I bought all the set in 2014 Ph 1-604 440 5115

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