The Brick — Local services in St. John's

MY FIRST AND LAST PURCHASE FROM THE BRICK!!

We ordered a new boxspring and mattress late November and was told that the mattress would be in by the last week of December. It was February month before we finally got the mattress.

But that's just the beginning of this story.

The day we went to pick it up we get there and we are told that there is a large two foot tear in the plastic. The mattress now had a light brown colour and soiled into the material. Based on this we were given an option for a small discount if we keep it or order a new one and wait however long again! We expressed we weren't that interested in either option and were not happy with what was going on. Then suddenly we are told there is actually another mattress that was ordered for another customer that we could have if we wanted it. We appreciated this option of course but don't understand why we weren't offered this from the get go or what the other customer is going to think when they come to pick up their mattress?

Next they go get me the boxspring and we give it a good check for rips in the plastic and sure enough this one has a small tear and a brown spot soiled in the boxspring. So I ask if there is another and they did bring me another with no rips in the plastic. We then loaded it aboard the truck and brought it home.

Once we get home we open the boxspring and there is actually a three inch hole and no stitching where the side material meets the top flat portion. If it wasn't noticed the stitching would just completely released with the weight of sleeping on it in short order.

With that I called up the store and spoke to an associate and explained the situation and was told a manager would call me back over the next 2-3 days and they would probably have to order me another boxspring. Again I asked if there was any more out back as I now have half a new bed that is in the way and my old bed is all taken apart and moved out. So I requested they check this out for us and to get a manager to call me back.

The manager called me back a little while after and told me there was another one there and I could come get it. I said that's great would you be able to deliver it? Since I had all these issues and had already spent over an hour at the store picking up the items earlier and it was a 20 min drive each way and none of this was in anyway our fault. They said this could not happen so I then gave a second option of a small credit for my trouble and I would come and get it myself again. I was then told they would not do this either unless I kept the boxspring with the hole. I then requested to return everything and get my money back and this was also denied.

With that I headed back to get the boxspring. When I got there they had pulled out a couple others that were there for me to pick from. I inspected them and noticed one of the options I was given was the one I rejected earlier with the little soiled spot on it. Only now the soiled spot has a piece of tape over it with the brick wrote on it and you can't see the spot anymore because it's covered. I understand it being covered up so it doesn't get any dirtier but since I was once again given the option to take it again I'm assuming it's not getting discounted or put on clearance and some other unsuspecting customer will probably end up with it.

Overall it was a very dissapointing experience as we did get along great with the salesperson we were dealing with. Plus we were excited and was hoping to have another place to shop for furniture locally. Unfortunately based on this experience and our concern that the quality of the furniture might not be there based on the missing stitches, etc. I will no longer be shopping at the Brick as we continue to finish furnishing our...

Our first experience with The Brick has been marred by delays, missing and damaged items, and a lack of effective customer service, resulting in an overall frustrating experience. We ordered the Yorkdale storage bed, two nightstands, and a highboy dresser, and were told that delivery would occur within two weeks and the kindly delivery fee was waived. The delivery arrived on February 18th and several pieces were broken while others were missing entirely. We received a headboard that was not in our deal but the head piece (which is one of the required 4-pieces to the bed frame) and the necessary supportive pieces for the mattress were missing. The foot piece arrived in a box that was incorrectly packed. The box was upright but the foot piece was upside down causing all the drawers and the frame to be broken. Additionally, one of the nightstands had broken drawers with the tracks missing. We immediately called to report these issues, and we were informed that the foot piece and nightstand would be replaced within two weeks. As a result, we had to sleep on the floor for an additional two nights while waiting for the head piece to be delivered and were advised to use the damaged foot piece in the meantime. We expressed concerns that it would compromise our mattress and remaining bed frame but we were told that there was nothing else they could do. After waiting for the replacement items, we were contacted again, only to be informed that the foot piece would be delayed further and that the nightstand had not even been ordered. Despite sending multiple emails and pictures to document the damages, we were forced to wait another week for the replacement nightstand. We agreed to wait until the nightstand arrived and have both delivered on March 11th but on March 4th the foot piece was delivered. I was only able to receive it because I was home sick. The nightstand was finally delivered on March 11th. It took nearly seven weeks after our original order to get all our pieces. I wrote to our sales associate, on February 18th (immediately after the delivery) and he did not respond until Mar 4 to tell me that he would get back to me. He never did. I wrote again on March 4th, March 10th and March 17th with no further reply. I spoke to one manager on February 18th and another manager on March 4th and March 17th. Unfortunately, no compensation was offered until I specifically requested it. The compensation provided—a discount equivalent to a delivery fee—amounted to less than $200 (the set is $2100), which felt inadequate considering the inconvenience we had endured. I lost a full workday waiting for deliveries and had to arrive late to work on two separate occasions for missing pieces. On March 22nd we contacted the customer service email we were given for additional consideration, and again (as of March 30th) I have yet to receive a response. We like the bed set and the pricing was pretty good but the lack of responsiveness and acknowledgment of our frustration means we wont be returning to The Brick in the future. Which I am sure they will be glad to hear. Leons may be a sister branch but it was a much more positive, helpful and...

Grieved customer: Never buying again from The Bricks

Please listen to my story below

I went into Bricks (St. Johns, 58 Kenmount Road) with my family to purchase a TV on 24 Dec 2023. It was a lovely afternoon and we were attended to by a salesman (Sattan). The TV was scheduled to be delivered on 27 Dec 2023. My kids were super excited

On 27 Dec 2023 at about 9:45am the big TV was delivered. The delivery guys told me about the 48 hours timeline to report any issues. My husband got back from work, and we opened the TV and boom, the screen was dead (whitelines and no picture). No way!, we all demoralized. No way! This can’t be happening. So sad

The next morning (28 Dec 2023, I phoned Bricks to complain about the issue. Okay, we will send you an email, please respond and provide pictures of the problem and model number of the TV...

So, I sent pictures of the issue with the TV, and I didn’t hear from the Bricks. I phoned them and Natalie picked up the phone and said we have submitted the request to LG, we will let you once we hear from them. Waited a couple of days, no communication from the Bricks, so I went into the store physically and asked, oh, we have submitted your complaint and we are waiting.

After a couple of days, I phoned again, oh LG wants you to send some more pictures. Take a picture of the box (front, sides, back, bottom and the part that shows the model number information). I sent all these pictures and didn't receive any confirmation.

No further communication or update. Two days later, my husband also visited the store to ask for an update, and we were told that we are still waiting for the manufacturer. At this stage, I requested to speak with a manager. I explained, and the manager said, unfortunately, until we hear back from LG there is nothing we can do. So I left, this is me in my unfortunate situation.

It was a terrible experience. I finally contacted LG directly and got a claim number. On arrival at the Bricks the customer service person had to now phone LG to confirm. After like 15 - 20 minutes on the phone, she verified that the claim was not fake.

These are my questions: How did she suddenly get a number at which to phone LG to verify if the claim number was not false?

I am constrained by space to write...

As I am writing this the TV is now scheduled to be picked up today ( I hope they come). I phoned Bricks and asked them to cancel the transaction because I saw a charge from Flexiti, but the lady (Makayla told me they can’t because it is a final sale item).

I told her, no. I will not accept it. They cannot constrain me to make another choice for a faulty/damaged item. Moreover, I am scared I may face the same nightmare.

Run away...