Old Brick Furniture + Mattress Co. — Local services in Town of Colonie

We’ve had a really awful experience with a recent order. We ordered three bedroom sets for our children. We heard good things about old brick, and read positive reviews. However, now that I have gone back through the reviews- my situation seems to be the similar for all negative reviews.

We had a good experience in the showroom- and then we had some minor communication issues around when products would arrive and scheduling delivery.

When the furniture was delivered, several pieces arrived damaged- scratching throughout the sides, manufacturing defects, there were missing pieces for multiple dressers, and two of the beds were not properly installed one with bolts that were unsecured and stripped on the frame, and the other with center support unsecured. One of the beds had green tape left on it covering a large gash out of the wood.

I called customer service immediately and was told there was nothing they could do until someone came to assess it in person- despite asking for and sending dozens of photos. They then told me it would be 10 days to get someone out. I asked to speak to the manager, left a message and was told they would call me back the following morning. I did not hear back for two days and had to follow up multiple times to get a hold of the manager. Once I did- I was told the same thing, that there is nothing they could do until someone came out to assess. With nearly every person I’ve spoke with the tone to has been dismissive and almost accusatory. There hasn’t been one attempt to make things right- except for “further assessment”. No apology, never addressed the multiple missing pieces, or the incorrectly installed beds. I ended up convincing them to send someone out sooner than 10 days for assessment.

When the technician arrived, he took photos and notes of one piece and asked me to sign his tablet. I asked to review at first to see what I was signing- the note said that what I thought was damage was actually just natural wood grain and there was no other damage and that I was declining repair of the items. Repairing items was never mentioned before asking me to sign. When I asked him how he would repair one of the items, he told me he wasn’t sure. When I told him that there was clearly further damage and asked him to include that in his report, he told me that all of my complaints would have to be handled by customer service, who previously told me all of that my complaints would have to be directed to him. After I told him I was uncomfortable signing that with incorrect information he went to leave without assessing the other furniture. I’ve been trying to reach out to upper management- I have not been able to get a hold of anyone.

This has been an incredibly disappointing and frustrating experience. We are planning on returning for more furniture, but will be taking our business elsewhere. It seems as though things go smoothly most of the time, but when they do not it’s a nightmare to deal with. Once they get your sale Old Brick does not seem to care if you’re satisfied- or even got what...

I wish I could give this 0 stars.

We purchased a Plush Purple mattress from the Old Brick located in Clifton Park. We also purchased a purple pillow, a storm pillow, and a mattress protector. Our total came to just under $5,000. We waited just under a week for our mattress to be delivered. Once it was delivered, we set it up and realized that they had sent us a firm mattress versus the plush we had ordered and paid $3,999 for.

We reached out to Old Brick to have this corrected and were initially told it would take 4-6 weeks to get the new mattress, and the representative we spoke to made sure to state multiple times that it was because Purple mislabeled the mattress, and basically push the blame off of them onto Purple.

However, if you look at the labels on the mattress the label printed by the manufacturer (Purple) flat out said RESTORE PREMIER FIRM HYBRID KING. The label added to packaging that has OLD BRICK'S name on it says PLUSH. We asked if we could return it and get our money back as the mattress we ordered and were supposed to get was in stock in other furniture stores, and were told the only thing they could give us was store credit. This does us no good as we will not be shopping with this store ever again.

The manager of this area's stores reached out to us later in the day we originally reached out, and made sure to let us know that the representative we spoke to was wrong, and it would only take two weeks to get the CORRECT mattress that we again PAID $3,9999 for. We asked if he could take anything off our bill as we paid a lot of money to have pretty terrible sleep for the next few weeks (this sounds dramatic, as I am sure for some this is a great mattress, but for us it just isn't comfortable) and he basically blamed Purple, yet again, stating that they set the prices and there was nothing he could do. Because, I'm sure they make no commission or any money off the sales of these mattresses, not to mention we did buy other items that weren't purple brand.

I attached photos of the two labels that came on the mattress and our invoice showing what we ordered and what we paid.

We will not be shopping at Old Brick ever again and will be sure to tell everyone we know what a terrible experience we...

I ordered a dining table chairs and 2 benches from the Albany store. They delivered the pieces on Tuesday but one of the benches was missing. I needed it right away because I was having company and offered to go pick it up from the store where I bought it. But no one seemed to know where the bench was. I called again the next day and was told it was out of stock at the warehouse even though they put my name on the items at the store? I was told a manager would call me, the manager didn’t call. The next day I called again and was told they had a bench that was missing a part and that they had ordered the missing part but it would take 4-6 weeks. I told them that was unacceptable and that I wanted to speak to a manager. I got passed on to a customer service rep who then told me that they would take the pieces need from a different bench to fix the one they planned to give me and someone would call me back. The next day they called me to say that somehow the original bench had been found and it could be delivered but not for several days. Again unacceptable! The whole time I’m being shuffled from one person to another and the manager never calls me. I ask where the located bench is and tell them I’m going to pick it up myself . I ask for a refund of the delivery fee and they they refuse but offer me half and then tell me that they’re not making a profit on some of the items because they were on clearance. How is that my fault? What has that to do with me the customer who purchased items from their store at the listed price and then received poor service? So if I had paid full price I would have received better service? Or they would have made the delivery of my items a priority after their mistake ? But because I paid the listed price I should expect shoddy treatment? As I said I ended up picking up the item myself and don’t see myself buying anything from them in future. Customer service matters and shouldn’t have anything to do with the price I paid because happy customers usually come back. That’s something I won’t be doing.

UPDATE: Since my original post I received a phone call from the store manager apologizing for the negative experience and offering me a full refund of the...