Complaint information
  • Author: dwlonline
  • Date: 09.6.2012
  • 0
 (Votes #: 0)
09.6.2012

The Brick - Complaints / Reviews / Scam Reports
Horrible Customer Experience.

This is a Complaint / Review about The Brick.


I sent an email I to The Brick 's head office in regards to a recent experience. I decided to post the email on my blog (http://dwlonline.wordpress.com/2012/09/17/the-brick/) for the world to see.

I will however give the Cliffs Notes version here.

I had purchased a couch with my wife 4 years ago, only to have it break after 5 months. The service team was prompt in rectifying the situation. The couch was fixed and returned within a week and a half of initial contact with The Brick warranty team.

3 years later, the ottoman we purchased along with the couch broke. Again, service team was prompt. Fixed and returned within 2 weeks of contact (due to scheduling issues on my end).

So, in April of this year, the arm of the couch broke, and I didn't call for service immediately. Again, I'm a busy guy, so I left it for a few weeks before I called in. I was told, at the beginning of May, that someone wasn't able to come out until the first week of July to come take a look at it. Whatever, it coincided with my wife's vacation plans this summer, so I accepted it. Well, a week before, I received a call from The Brick stating the guy wasn't available for that date due to his vacation. So, of course, I accepted, rearranged my schedule to have him come out 12 days later.

Of course, I assumed it would be the service team that was coming. Nope. It was some assessor? I don't know what he actually did, but he approved the service on my couch. Like, he had a choice? It's still covered under warranty until next year. Anyways, so, he says that the service team can come pick it up September 6th. I reluctantly accepted, and moved on.

Early (and I mean asscrack of stupid o'clock early for the Sunday of a long weekend!), they call and say they will be there to pick up the couch. I said no (was on vacation...not even near my home), and confirmed the 6th as the date of pick up.

Suffice to say, two days later, as I found out in a voicemail, that was not a plausible option. In attempts to call back (10 minutes after the voicemail was left), it took me 6 hours of manipulating their inferior phone system, including an hour on hold, to reach a competent human being. Was promise a call back, never got it. So I called in the next day, and complained to a manager. Suffice to say, the couch was going to be replaced.

In store, I was explained, by the manager with the helping sales associate listening, and taking notes, that I was to max out the credit on ANYTHING in the store. Couch, Chair, Ottoman, TV, Washer, Dryer, what the hell every. However, when we went to check out, this credit was only to be used on a new couch. Even the sales associate pointed out that was NOT what we were told, and referred to her notes. We were then instructed to go back through and figure out what we wanted.

So we did. But were denied purchase of warranties on our new products. Total fail.


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Complaint author: dwlonline

Offender: The Brick

Country: USA
State: All USA

Category: Furniture & Equipment

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