thebrick.com

Buyer Beware – The Brick’s Extended Warranty Is a Waste of Money

If I could give negative stars I would, unfortunately 1 is the lowest I can give.In September 2022, we purchased our third replacement couch from The Brick — a nearly $6,000 sectional — along with their “Extended Warranty,” hoping it would protect our investment. Instead, it’s been nothing but a series of frustrating, disappointing, and costly experiences.Less than a year later, the cushions sagged so badly you could feel the wooden frame when sitting, and the sectional squeaked loudly every time you moved. This couch gets very little use, yet it has failed faster than any piece of furniture we’ve ever owned.We filed a warranty claim expecting support. Instead, we got endless runaround. The “inspection” lasted under five minutes — the technician brushed off the sagging as “normal wear” and claimed not to hear the squeak (despite us showing exactly how to replicate it). The squeaking issue wasn’t even mentioned in the report.On December 14, 2023, we received The Brick’s official response: Claim denied. Their excuse? Cushion sagging is “normal wear” and not covered. No repair. No replacement. No real solution. Their only offer was an in-store credit of $2,808.95 — but only if we kept the defective couch, voided the rest of our warranty, and spent more money in their store. We denied this “hush money” settlement.Fast-forward to August 2025 — nearly a year later — and we’re still dealing with the same issues, only worse. The technician’s original “solution” was to separate the couch sections to stop the squeaking, therefore declaring no repairs were needed. Now, suddenly, they claim the squeaking is repairable. We’re currently waiting for another technician to attempt a repair… though we’re not sure how anyone is going to fix creaking wood. We’ll see.So let’s be clear:$6,000 couch fails in under a year.“Extended Warranty” refuses to fix or replace it.Technician ignores obvious issues, then changes their story later.The Brick’s “solution” is either spend more money or wait years for questionable repairs.We have been loyal customers for over 15 years, but this is the last time we’ll shop here. The quality is poor, the warranty is riddled with exclusions and loopholes, and the customer service is dismissive and scripted.If you value your money and sanity, do not trust The Brick’s Extended Warranty — and think twice before buying their overpriced, low-quality furniture.The ONLY positive experience we have ever had is with our sale rep Solo (Kitchener Brick), he is absolutely amazing and goes above and beyond for his customers, I would give him 10 stars. I just wish the rest of the Brick's Customer Service matched his!#TheBrick #WarrantyScam #NeverAgain #CustomerServiceFail

Date of experience: Aug 11, 2025