The Brick Complaint

The Brick Complaint

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Missing furniture


We purchased $8000 worth of furniture in February at the Kelowna store. We were taking possession of our new house in Kelowna in April. We were going to put a deposit down but they told us that in order to have a guaranteed delivery of everything for April 3rd, we would have to pay everything up front. So, we wanted the beds etc and paid everything as this gave them plenty of time to get our purchases ordered. We bought 3 new beds and 2 sets of 9 piece bedroom furniture (along with couches, chairs etc.,) they made us buy very expensive mattress covers, told us that if we did not that if anything happened to the beds, they would not honor any warranties. So, April 3rd comes around, they left the King mattress pad at the warehouse and the headboard and rails for our queen bedroom set did not arrive (all the other pieces did). When we called, we were told that the missing headboard and rails were on back order. Great! I had company coming that week, which meant they had to sleep with the mattress on the floor. When we unpacked everything, (they don't put it together for you) we noticed a chip out of one of the dressers and one of the queen boxes had a small tear in it. Went down the next day to show photos and to find out about delivery of the missing pieces. They told us that the missing pieces should arrive by April 15th and gave us a $150 credit for the damages to the dresser and boxspring. Stupid us, we used that credit towards buying another dresser from them. April 15th rolls around, no call, no nothing. I then called April 22nd and spoke to the store manager. Told him I was upset and that we had prepaid everything as we were told that would guarantee delivery. He told me that we should not have been told that, that no furniture store can always guarantee delivery. Basically said, so sorry, you just have to wait, looks like it might be in by the end of April. He also said I will look into it and get right back to you. Well, here it is a week later and he still has not called us. WORST CUSTOMER SERVICE EVER!!!!!! I have more company arriving today and once again, they will be sleeping on a mattress on the floor. We had planned on buying more furniture from the Brick but will be taking our money elsewhere, somewhere that has good customer service. Don't ever prepay the entire amount as you never know if everything will come.


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