By Tudorchick

this is a copy of the email i sent off to The Brick

Hello,

I write in regards to service I have received this past month. In April of 2010 my husband and I purchased a sectional from our local store in Whitecourt,Alberta. A month or so after having the couch my husband found his side sinking.The cushions on the corner or the couch where the sectional meets was going flat.We thought normal wear and tear and really didn’t want to bother with hassle of trying to get a replacement. Recently,though we noticed both armrests had broken,and my side of the couch was sinking and creaking,almost as if it was ready to break right through the seat.

We remembered we had purchased an extended warranty for 5 years. I called my local store and the manager sent deleivery men to my home to remove the couch and repair it for 3 weeks.Ok,problem solved,I thought. It came back yesterday and looks to me and my husband that nothing was done in way of repair other than the armrest wood being fixed.The cushins are still flat,the seats are still sinking and broken.We are not heavy people and we don’t let anyone jump on our couch.My impression was if we purchased this warranty we would be guaranteed atleast a fix if not a replacement. I have received none of the above.

I called the manager of the Whitecourt store and told him I was not satisfied and what could I do to remedy the situation.I got a straightforward answer that the couch is like that and he does not control what the repair depot does and I am stuck with the couch.I told him I wasn’t happy and I feel now I have to purchase two couches to get a decent one.

I was told I may get a deal in the future.This doesn’t fix my situation as I am not a rich person and this was our first official furniture purchase and we felt we would atleast have this piece for years.The couch didn’t last a year before it broke completely.

I am stuck with this piece of furniture and no piece of mind that your so called warranty covers,or should.

I am just disappointed to say the least.

Anyhow I am not sure these emails even get read but I thought I would express my unhappiness and my disappointment that the products you sell,you cannot stand behind.I will not be returning as I feel it is too much hassle for something that could have been solved alot easier.

sincerely

****** ******

by Catherine

We bought a brand new mattress at the Brick In brampton on Kennedy. WE were told we had to have a frame with center support in order for our warranty to be valid on the mattress. We chose the least expensive one since we had already dropped $1000 on a mattress (a huge investment for a couple just starting out). First of all, the metal frame was very complicated to assemble (despite it’s simple appearance). I emailed the company who makes the frame and they sent me the same useless instructions that were on the box. Eventually we assembled it correctly but found that sharp metal corners were exposed and the plastic caps that come with it to cover these dangerous edges did not fit the corners at all.

Again, I contacted the manufacturer asked for a set of 4 that fit - he explained that I only need two but I further argued that the edges are sharp on the top and bottom of the corners- I have been cutting open my feet on both the top edge and bottom edge. He sent me a set of 2 that were exactly the same as the ones that came with the mattress that didn’t fit.

More recently the plastic foot at the head of the bed broke apart leaving the mattress slanted and the metal post digging into my carpet. I called the brick and they sent over a “technician” who said he’d order a new plastic post to replace it. That was approximately a month ago and since then the one on the other side broke too. I am sorely dissapointed and disgusted with the quality of this god-awful frame. I will be going to Ikea this weekend to invest in a better one. I am also very dissapointed with the lack of action from the Brick. I will not be shopping there again.

Here is the frame:

http://www1.thebrick.com/brickb2c/jsp/catalog/product.jsp?id=850G&navAction=jump&navCount=1