The Brick7 months to wait for 2 chairs

S
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Verified customer
Review updated:

The following email explains my complaint. I have sent this to various executives at the Brick and I am not getting a response.

I sent this note originally on May 2nd after we received the wrong colour chairs as I describe below. I deal with Natasha at the Brick superstore in Mississauga and she arranged for the correct colour chairs to be ordered and agreed to credit us 150.00, which by the way has not been done up to now. I do have to say that Natasha was very good at customer service and she did help us initially to feel like you were going to take care of this situation for us.

We kept the green chairs up until last week. Last week my husband got a call from the warehouse stating our correct cream colour chairs were in and that someone would be by to pick up the green chairs and deliver the cream chairs. It turns out that last week, the guys came by picked up the 2 green chairs but did not have our correct cream chairs. I called Natasha and she told me that the sales person made another mistake. He ordered quantity of 1 chair instead of the 2. So now we have to wait another 6-8 weeks to get our set of 2 chairs that we have ordered in Feb and fully paid for back in April. I can’t imagine that you believe that 7 months is acceptable for a customer to wait for 2 chairs. I have to question why we should pay for these chairs at all now. We are reasonable people and understand that mistakes are made in business but at this point our patience is running out. We need you to credit us the total purchase price of these chairs to show some good faith and keep us as customers.

Please respond to us as soon as possible.

Sandra or Ken

-----Original Message-----
From: Sandra
Sent: May 2, 2006 11:16 AM
To: '[protected]@thebrick.com'
Subject: Customer Complaint - wrong chairs provided

Sandra

The Brick

Regional Vice President, East
6765 Kennedy Rd.
Mississauga, Ontario
L5T 2R6
Fax: [protected]

Attention: Regional Vice President, East
My husband and I purchased 2 ROWE chairs at the superstore in Mississauga, formerly known as the Homeshow. We purchased these chairs Feb 3rd of this year. The order number is 02036H30585001. The sales person did tell us it might take up to 6 weeks to get the chairs. We accepted this because we only needed the chairs in early May as this is when our family from Europe is visiting. We need these chairs to complete our dinning room.

We picked up the two chairs on Monday April 17th. It took 10 weeks to get the chairs. When we got home my husband unpacked them and as I came down the stairs I could not believe what I was seeing. The chairs are green, we ordered a light cream colour. I called the brick store and after three days of back and forth phone calls I got confirmation that the chairs were ordered with the wrong code. The customer service agent put in a new order and now we will have to wait probably another two months to get our chairs. That puts the total wait time for these two chairs at over four months. This is just ridiculous.

The customer service agent did say that they would try to rush the order to get it in about 6 weeks but we have heard that before. The major problem we have now is that our family from Europe is arriving in 2 weeks and we can’t use these green chairs because they don’t go with our décor and they look awful in our dinning room. We have to store them while we wait for our chairs to arrive. We have been loyal customers of the Homeshow and the Brick, we purchased our Natuzzi leather couches at the Homeshow as well as our coffee tables.

We feel that we should be compensated for this major mistake on your part, in the form of a discount on these chairs. We would like to continue to trust the Brick and continue to shop at your stores but if there is no effort to turn this very frustrating, very negative experience into a somewhat positive experience, I am afraid we won’t trust the Brick and will choose to do our shopping elsewhere in the future.

I hope to hear from you very soon with an offer for compensation.

Sincerely,

Sandra

  • Updated by Haroon1 · Apr 28, 2019

    Pls respond to my complaint

  • Updated by Noreen imran · Oct 31, 2019

    Please contact me as soon as u can I’m sick I need to exchange mattes I got back pain very badly

Responses

  • Me
    Meera Ragoo Jun 09, 2008
    This comment was posted by
    a verified customer
    Verified customer

    ATT; eastrvp my name is Meera I've purchase a complete bedroom set that cost well over $5000.00 at the Mississauga &Dundas store my sales represented was Shahida .SHE WAS OK until I started having problems the Ihad to deal with managers which by the way is so many but not one has step up to the plate to resolve my problem my furniture was to be delivered on the 5th June, am then turned into pm 4-7 then 5-9 which arrived at 8.40pm then the guys could not set the furniture because the hardware was missing then they came on the 6th june put the furniture up Sunday slept on the bed when I got out of the bed the side rail fell out .Because they didn't put the right amount of hardware it was also improperly done .I've been calling for help since Saturday all I keep getting is the run around. I'M VERY DISSAPOINTED IN LACK OF CUSTOMER SERVICE AND ALSO TO WARN PEOPLE OF THE DISTRESS THE BRICK CAN CAUSE.I will never shop at the brick again .I've brought furniture from Leon's &from Arrow Furniture and was very happy and 100% satisfied please be warn because of this furniture from the Brick I haven't slept in four days ITS 9th June still not put together.

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  • So
    Sonia Aug 01, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Please any consumers that have a problem please look up Ontario Government Ministry of consumer and corporate affairs!!!

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  • Sa
    SANDY Aug 13, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I to just wanted to say that I purchased a 3 peice Blue Chanielle sofa set form the Brick in Saskatoon on April 20/08. It is now August 13/08 and I still don't have any of my furniture yet. How long does it take, this is crazy it shouldn't take that long. Now they called me to say that it might be in maybe early Sept 5mnths later. I purchased a leather set 3yrs ago from Konto I only had to waite 1mnth. I have no furniture in my living room for 4mnths and they don't care. I thought they were a good company but I will never buy anything from them again and I to will pass the word along to family and friends. I have a family owned business here in Saskatoon and would never treat my customers that way, i'm very disappointed in their lack of customer service never again. I was thinking of Leon's or Furniture World for my purchase
    does anyone know if their good companies to buy stuff.

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  • Sa
    Sarah123 Aug 03, 2009

    Do you people realize the Brick doesn't manufacture anything themselves? Do you think they have a shop in every basement where they are holding your furniture hostage? NO
    Maybe you should call the manufacturing company in China and yell at them because the underpaid children labourers arent making your furniture fast enough while they are losing fingers.

    Ps. Do you really think anyone cares that your green chairs dont go with the decor?

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  • Ry
    Ryan J G Sep 03, 2009

    The Brick is the biggest piece of crap company around. The prices are from average to high, the quality is clearly poor and their so called customer service or employees are 100% useless. They are all commisioned based and get bonuses for extended warranties sold, and we all know how good their warranty is. My question to you. is how does a company like this still exist?? I've bought a simple china cabinet and when we opened the box not only were we missing pieces but some of the wood or so called wood more like painted particle board was damaged. Go back to the Brick they give me a # to contact the manufacturer and have them send me the part. I just went to Leon's found one already built in the liquidation section and bought one made of solid wood that was worth $1199 for only $249 and I just through out the other on in the garbage. Clearly I didn't learn my lesson because a few years later they were having a boxing day sale and I decided to buy some appliances from them. I bought the top of line stainless steel Fridge, dual oven/stove and a dishwasher along with one of those fancy washer and dryers. However we weren't moving into our house until Feb 1. Thank god this time I applied and use a brick credit card. After the purchase things started to change I kept getting calls saying I have to take the appliances the latest by the second week in January. I tried to explain that I don't own the house until Feb 1 and did not want to deliver them into storage to repay delivery fees and not know if anything works. They didn't care and kept putting pressure and finally the smartest thing I did was cancel the fridge and washer and dryer the stove and the dishwasher apparently was no problem to wait. Bought the other stuff at Future Shop actually got the same stuff and ended up saving a bit too and they had no problem delivering whenever I want, also when they delivered no problems came on time on the right day and never had a problem. Now we wait for the brick, however somehow these dummies deliver to the wrong address not once but twice and I have to take two days off work since they would not specify a time for delivery just between 8am - 3 pm. Finally the stuff arrives, the stove looks like it was knocked around in the truck a bit and has lots of scratches but atleast it works great. But when you spend over $2000 just on a stove you sorta want it perfect. The dishwasher what a complete disaster looks like they stacked the oven on top of the dishwasher and the whole top of the unit is pushed down into the dish compartment and clearly doesn't work. Go to the brick show pictures of the damage they offer $150 off the stove wow a whole 7% discount usually everywhere the minimum is 10-20% considering how much damage but I don't argue since I need them to fix the dishwasher. They send another truck with another dishwasher and I have to pay a plumber that just installed the borken machine to remove it and install the new one. The new one they send seems to work but the controls are broken and the display too so you don't know what setting the washer will do. They send a repair man who identifies the problem and takes parts from the other defective machine that is sitting there waiting to be picked up by the brick. He gets the display to work and leaves. However I find it very odd that to wash my dishes it takes a minimum of 2 hours even though there are instant cycles and quick wash features. That's not the worst part, the machine even after two hours has trouble dissolving the soap and leaves the dishes dirty. After 6 visits from the brick and still no dishwasher that works I get a call informing me that the unit has been recalled and that they will exchange it with me for a new one, great more days off work. However when I get there, sure they are willing to trade but to downgrade me as well. I bought a $1699 dishwasher for $1199 on boxing day and they will only allow me to trade it towards the lower end models that retail from $999 to $1199 but that model sold at boxing day for $799. I agree to take the downgrade but refuse to pay any more plumber costs since I was already out $300 for all those installs and removals. The brick also promised me a $300 credit for the 8 visits I had to take off work and the $300 I spend with the plumber. However the last two times the brick came by they refused to remove the old dishwasher and insisted that I pay again a plumber to come remove then pay him again to come back and install the new one a minimum of $200 for two seperate visits I said if you left the new machine I will pay the $100 fee to remove and install the new one the same time. They refused and over 15 months later I am still washing all my dishes by hand. The only thing that gave me leverage is that I refuse to pay for the dishwasher and have sent them a registered letter with my complaints still with no response just some collection agency trying to fish for $$$ until I sent them a registered letter saying I will sue them for slander should they try and affect my credit rating over such non-sense and not only would I take them to small claims court which costs people less then $20 and companies a minimum of $150 plus companies need a lawyer present. Everyone knows any lawyer that sees the abuse THE BRICK puts it's clients through, that THE BRICK has no case and no judge with render in their favor. I'm still waiting to see what happens because I'll make them famous and not in the way they want. Also complain the better business bureau and consumer protection enough complaints they shut down the company

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  • Co
    Cooky7 Dec 03, 2009

    check out 'natuzzi price fixing' on google

    You should all know that its been reported today that;
    'Cary Benson has resigned as president of Natuzzi Americas, a spokeswoman for the Italy-based upholstery manufacturer confirmed. The company has not announced a replacement. Officials could not immediately be reached for comment.'

    http://www.furnituretoday.com/article/395177Cary_Benson_resigns_as_president_of_Natuzzi_Americas.php

    How convenient not having ANY Officials available for comment. Couldn't possibly be because Natuzzi have been reported to the SEc, and the US Dept of Justice and the UK's Office of Fair Trading, facing potential fines which could total up to $200m, and extradition and imprisonment for Italian directors? Resigning does not escape from a jail sentence or at least it shouldn't!

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  • Sa
    Sajjal Malhi Feb 06, 2010

    Regional Vice President, East
    6765 Kennedy Rd.
    L5T 2R6
    Fax: 905-696-3402

    My name is Zaheer Ahmed,
    I gave a laptop for repair, it was on warranty. On the 20th of April, 2009. The Brick store is located on highway 401 Weston Road. There is a Ms.Kelly that i have spoken to twice, I even visited the store my self but they said that someone had already retreived my laptop. I will send the copy of the work order, now find out where my laptop is. I'm very enraged, and i want my laptop back. I sent you an e-mail and you didn't respond. Should i take this to court? And I'm very very happy with the service iv gotten... i havent had a response from you guys for a year now.

    1 Votes
  • Iv
    Ivan S Apr 22, 2011

    My wife and i purchased a dishwasher from the brick in Moose Jaw Sk. in Jan. of this year on the 3 month payment option.The account was paid on time.Now THe Brick is telling us that it was never paid for and they are charging interest ..We have had some very interesting phone calls with their very poor customer service to no avail.
    The people at HSBC sre very good but their hands are tied until the brick credits our account, so interest keeps piling up.
    I hope all who complained about the brick are like and will never enter one of their stores again

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  • El
    elise_wei Nov 30, 2011

    I will never and ever go to the brick again because some many complains existing. Everyone should be aware of how bad they treat their customers. I believe sooner or later they will close by their bad attitute of the way they treat their customer.

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  • Jj
    Jjjajohn Aug 15, 2018

    Bought a chair as a gift. Tried to return it 4 days later, still in the box and was told no returns.
    Don't buy from the Brick, they sell junk and treat customers with no respect. Typical scam shopping. You'll be very disappointed.

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  • Ca
    CAIT1305 Aug 20, 2018
    This comment was posted by
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    Verified customer

    My dresser came scratched and the back board is broken. Also the drawers do not fit in or line up with the tracks!! Will never shop at the brick again! I called and the lady was very rude to me and told me I had only 48hrs to call back if there was something wrong. No one told me that when I bought it !

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  • Bb
    BB2018 Aug 20, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I was told by the Brick salesman that I will get my warranty back after it expires unused.
    Now no one is listening after 5 years and not giving any credit for what was promised on a dishwasher warranty.
    Their unfair means of selling will give them trouble someday.

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  • Ol
    OlgaSelez Sep 18, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Drivers were too lazy to carry appliances 10 meters to the house and now I have to live without appliances for another week and a half . I have a 1 year old child to feed and provide for, and I cannot do that without appliances. Me and my husband lost a day of wages waiting for appliances to arrive . And need to lose another day of wages next week

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  • Ji
    Jimmy Howell Sep 19, 2018
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    Verified customer

    They delivered the wrong mattress, and I have called the store repeatedly but no one answers. I am left with no option but to contest the charge with the credit card company.

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  • Te
    Tejdeep singla Oct 15, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Hello

    I bought the sofas from the brick surrey

    And these are getting cracks in few months

    I am sending you all pics of cracks and the copy of purchase invoice

    I bought the extended warranty as well

    Please replace my sofas as soon as possible

    Waiting for your positive response

    TEJDEEP SINGLA
    778-889-0657

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  • Ob
    Observer83 Oct 22, 2018
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    Verified customer

    I couldn't but notice that the hiring practices at the brick do not appear to be ethnicly diverse whatsoever. I'm not sure what the hiring practice is at the brick in that regard...couldn't help but wonder if it was slightly racist or not. This was at the south edmonton common location.

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  • Iq
    Iqbal Bhutto Nov 05, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Hi I did a claim of my love seat back cushion which has seam broken .I got the event number from them which is 3570473.it was done 3 months back.my purchased order is 022684EPDZS.STILL I AM WAITING. I have paid good amount on my warranties. I am telling you brick service is very very bad. I wont go to brick again. Please acknowledge soon.

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  • He
    Here Wego Nov 12, 2018
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    a verified customer
    Verified customer

    Went to a store in Vancouver 2999 grandview hwy, to buy a mattress, and i got the worst customers service I had so far in my life, I was in the store for approximately 20 minutes no one talked to Me, and when I asked one guy works there his name Roy, he told me I'm busy with inappropriate body language, I wonder if he likes Job his job or no

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  • Sy
    Syeda Shahid Dec 11, 2018
    This comment was posted by
    a verified customer
    Verified customer

    My complaint is attached
    please read.

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  • Ra
    Rajvir1 Dec 11, 2018

    Hello, we have a complaint about our mattress so recently in the middle of the mattress a bit of the area is inside of it and it's not getting back to normal. This incident started a months ago and still not getting back to normal.

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  • Da
    Danny Wilk Dec 12, 2018

    We purchased a new fridge on Oct. 28th, sales rep told us it would be delivered in 1.5 weeks too 2 weeks most. We paid in full and now end of November and customer service saying it will be hopefully delivered by the middle of January.Not to mention I have left numerous messages wondering the ETA and not 1 person has returned a call. Unprofessonal

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  • Bh
    Bhargav bhatt Feb 12, 2019

    I have warranty for sofa set. Which need to replace but I have informed the brick Edmonton south store but no one care.
    It's a joke and I believe they want last longer

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  • Mo
    Monique Stefanich Feb 25, 2019
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    a verified customer
    Verified customer

    I was charged 45.19 delivery but product was returned because it would not fit. Please refund me for this amount so I can purchase another mattress. My wall was scratched during attempted delivery.

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  • Da
    Dany nantais Apr 27, 2019

    Il coule quand je lave la vaiselle sa scrap mes plancher se vide pas fais trois moi que jassaille de vous apeller

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  • Ha
    Haroon1 May 06, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Hi I bought a sofa set, I believe in mid of 2016, we paid $ 2500.00 plus the insurance charges whose colour is fading off on all the pieces, pls call on my cell phone 403 630 5786

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  • Ha
    Hajrach May 22, 2019

    I bought a sofa set from brick almost 1 and a half month ago. They promised me they will deliver the first week of may but i am still waiting for the delivery they are not even sure when they will deliver and give wrong information. If you can please contact me at 647 770 4729 for any up dates.

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  • Ra
    Rajesh keram May 25, 2019

    Our sofa has sank down due to the people who sit on it. I Bought warranty for 5 years so can I get it repaired ASAP,

    Thanks

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  • Me
    Mettie26 Jun 11, 2019

    I purchase a 65"Samsung tv and was to receive a Bluetooth speaker free I didn't receive it at the time of delivery and didn't realize until two days later call the brick and told them I didn't receive my by speaker and there began to be rude and suggested that I did receive my speaker.. I need this to be resolve as soon as possible

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  • Ah
    ahmed saedi Jun 17, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Hello,

    I got mattress size twin but it's small to fit with my bed, that not acceptable at all.

    Thanks
    Raneem
    6478877717

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  • Ki
    Kids activities Fun Jul 20, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I bought this sofa last 3 rears now the seats went down and also got tears. The sofas wire came out from the seat it even hurt my kids on there bum when they sit on it. So please do something urgent. Thank you

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  • Bh
    Bhupendera Singh Aug 24, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Hi Dear,

    I have purchased above mentioned product in April 2017. And it's broke down. As I have purchased 3 year warranty on the following product. Due to that I am expecting a replacement or money back accordingly

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  • Am
    Ammar Y Sep 03, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a 4 years of extended warranty, but I can't use it, because the warranty provider does not pick up calls and their voice mail is always full.
    Warranty provider number: 18666172015
    What is the point of buying warranty if I cannot use it.
    Poor service..

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  • Br
    BrandiW14 Sep 15, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Our couches have been gently used and are falling apart. We have purchased all of our bedroom furniture, and other appliances and home decor when moving into our new home from the brick and we are extremely disappointed at the quality of the couch and love seat . The leather is peeling/ripping off and cracking in many places .

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  • St
    Staceyull Sep 17, 2019

    I need someone to call right away. I have been dealing with people at the brick Guelph. I have had a lot of problems with them there. I need to speak to someone in respect to the way that I have been treated as a customer.

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  • Co
    Connick Sep 21, 2019

    Bought a fridge last week.salesman basically promised delivery for today. Our fridge is dead and need one NOW. Phoned store and was told sometime tuesday. I WORK...Andrew Manning said something to the effect of sorry about your luck. I want my fridge today as promised...

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  • Mu
    Muhammad A khan Oct 07, 2019

    my sofa warranty valid till Sep 30 2019 but store refuse fix sofa issue. I m brick loyal customer sine 2006 i past never had issue with warranty claim.
    Can some one from brick HO contact me ASAP.
    Cell # 416 419 1211

    Muhammad Khan

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  • Ma
    manpreet randhawa Oct 12, 2019
    This comment was posted by
    a verified customer
    Verified customer

    I bought sofa in july but i receive the delivery in middle of aug and its been only a month i been using the sofa and it is already sitting low and the foam is already coming out when we sit on it

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  • No
    Noreen imran Nov 05, 2019

    It's less then a year I bought it's getting worse day by day I end to exchange please

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  • Ka
    Karen L. S. Nov 17, 2019
    This comment was posted by
    a verified customer
    Verified customer

    Bought a new Mattress with box springs 3 years ago. The mattress is sagging and the brick doesn't carry that mattress any more. They are only willing to replace the mattress yet without a matched box spring the replacement will not have any warranty.

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  • Ca
    Caini Jan 02, 2020
    This comment was posted by
    a verified customer
    Verified customer

    I just bought a dryer and the cord is too short to reach my plug in on my basement wall. When I called the brick to resolve this problem they told me I have to keep the dryer and I got hung up twice . Then when I called back it automatically started going to the answering machine. I need this problem resolved because I need a dryer.

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