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  • ***WORST CUSTOMER SERVICE*** I want to begin by being very clear. My experience which I will outline below has been the absolute worst experience and I would strongly warn anyone who is considering shopping at this store to either find another location, or simply choose another furniture store to spend their money as I would not want anyone to go through the hassle and run-around that I have had to deal with. My partner and I purchased a sectional for our condo. When we received the sectional we felt that it was too large for our space and requested it's return in exchange for the sofa version instead. The store was not cooperative with this request, and so I was forced to escalate our issue to The Brick head office who helped us get an exchange. A few months after receiving the sofa replacement we began noticing that the fabric was beginning to pill and look "brushed and worn". Much more than one would expect from normal usage of two adults. Next, a seam opens up, and then the back cushions become flattened like pancakes. We contact the store and they tell us they will send a person to "assess" the condition of the sofa and make a report- so that they may know how to proceed. The person comes to assess the sofa and is in agreement with us, that yes in fact the sofa looks very worn, and that it warrants more than a simple re-stitching repair job. Days later we receive a phone call from a furniture repair company informing us that they have been requested by the store to set up an appointment to come and repair the sofa. Since this time we have been in contact with the store customer service representative, Maria on numerous occasions expressing our dissatisfaction with this solution and that we request either a replacement or refund, taking into consideration the short time frame from when we purchased the piece. Despite this, we continue to receive calls from the furniture repair company wanting to come and stitch the sofa. Now when we call the store we are told that "Maria is not in today" or "the manager is on a conference call". Our calls are no longer being returned. At this time I have again decided to escalate this to the Brick head office and have also contacted the Better Business Bureau in hopes that they can help us get acceptable resolution to this matter. I hope that someone can learn from our unfortunate experience and choose not to deal with this store. Thank-you
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