The Brick Mattress Store

Love shopping at this store! Alina and Jess are terrific!
8 years ago (02-03-2018)

I had to sue The Brick before they took my complaints seriously ... I do not like the way they do business, and I would NEVER recommend them because they provide the WORST customer service ever! If I could give them zero stars, I would. My spouse and I purchased a top-of-the-line Stearns and Foster mattress, box spring and bed frame in January 2017. The bed frame was set up by the delivery guys and had a definite "bend" in the legs on one side, which I drew to their attention at the time. The delivery guys said it was nothing, and it wouldn't affect the bed's operation, and left shortly after setting up the box spring and mattress. Sure enough, within a few weeks, the bed frame legs bent out even further, and the mattress developed an uncomfortable slump on one side. I struggled to stay on the bed during the night, as I felt like the bed constantly tried to roll me off the mattress and onto the floor as I slept. Within a few months, springs started to poke into my body and develop uncomfortable pressure points through the clearly inadequate pillow-top. The bed was horrible, and I was getting the worst, most uncomfortable sleeps of my life. I called The Brick, noting the "lifetime warranty" of the mattress. Alina, the salesperson who sold us the mattress, was very polite and arranged for a "mattress technician" to come to our home and assess the mattress. For clarification, I have NO problems with the staff at this mattress store, they did everything they could, given the parameters they work under. It took about two weeks for the "mattress technician" to come to our home and "assess" our mattress. I learned during his visit that he is not trained in any way to do this job, and in no way considered himself a "technician" of anything. The "technician" also said he was not permitted to lay on the bed to see if my complaints were corroborated, said he would submit his "report" and The Brick get back to me "in due course". The very next morning, I received an email from The Brick with a perfunctory and rude dismissal of our claim, explaining that we had "voided the warranty" because the mattress had "stains on it", which was a complete lie. We always used a top quality mattress protector, and we had photos to prove that the mattress was immaculate. I demanded they show me THEIR pictures and the "technician's" report (which they reluctantly did), and they also confirmed what I already knew -- no stains. But for the sake of argument, even if the mattress had small stains on it ... how would this have voided the warranty with respect to missing springs or defective workmanship that had NO connection to mattress stains? In other words, the whole warranty "game" is nothing but a facade: The Brick purports to offer "lifetime warranties" on the higher-end mattresses to protect you against faulty workmanship and defective assembly, and they find fictitious reasons to "void" that warranty immediately after purchase so that it is, in fact, nothing more than a totally meaningless marketing ploy. I could not convince the person who wrote me the rude dismissal of our complaint to talk to her supervisor or direct me to someone in authority, even after numerous email exchanges. I was completely frustrated in my attempt to get someone reasonable, and told "their hands were tied". As I lawyer, I knew that if I was going to waste my time telling and retelling the story to get some satisfaction, it had to be a judge. I suspect The Brick warranty department pays its agents bonuses to deny warranty claims based on spurious or outright fabricated grounds. 99% of customers will shrug, and just walk away angry, so it seems to serve their bottom line. The Brick is HORRIBLE to deal with. Any Store whose business plan involves offering phoney warranties that they have no intention of honouring should NOT get your business. Once I wrote up the Statement of Claim, filed it, and served it on The Brick, I got a call shortly afterward, and they immediately settled by replacing the whole, defective package. But NEVER AGAIN will I deal with The Brick.
9 years ago (14-07-2017)

Nice place to shop, other businesses are nearby, including a dollar shop
9 years ago (17-03-2017)

The brick is a terribly managed company all around.
12 years ago (20-10-2014)