Review of The Brick Kirkland - Frustrating Experience with store and Customer Service…read more
Normally, I don't write negative reviews, but this experience tested every limit of patience. Here's our story:
Purchase and Initial Issues:
In August 2024, we bought bedroom furniture from The Brick Kirkland for about $6,000, assisted by Mr. ABC. We initially hesitated to pay but were reassured we could make a small payment upfront and pay the rest later. After receiving multiple calls, I finalized the purchase two days later.
The furniture arrived on August 14, and we noticed minor wear, reported it, and received a small store credit we never used. After just a week, the bed's support structure began making cracking sounds while we slept. I reported this to customer support on August 22, and they provided an event ID, asked for photos, and said a technician would visit.
Frustrating Runaround:
Over the next several days, I tried reaching support via chat since the phone lines were always busy. I was eventually directed to their furniture support partner, BRS, but couldn't get a response from them either. Finally, BRS scheduled a technician for September 10. In the meantime, we had no choice but to sleep on the floor, expecting a quick fix.
The technician arrived, took more photos (which I had already provided), and removed the broken part, saying they'd file a report. No repairs were made, and it felt like a waste of time. We kept following up and were repeatedly told that the part was ordered and would arrive soon.
Weeks of Waiting and Broken Promises:
Each follow-up brought a new deadline. By late September, support said it would be delivered by October 1. When it wasn't, I reached out again. Mr. XYZ, a store manager, said they were treating it as a priority, but attempts to reach the warranty department were fruitless, and calls went unreturned.
By Thanksgiving week, we were told again that the part was "on its way" and would arrive soon. I asked if this would stretch to November, and I was assured it wouldn't. On October 22, after another missed deadline, I emailed Mr. XYZ, who replied that their policy only covered repairs, not replacements or refunds.
Final Update - No Resolution:
A visit to the store on October 27 revealed that only part of the needed piece had arrived from the manufacturer, with no estimated arrival for the rest. It's now November, and my child and I are still sleeping on a mattress on the floor. If The Brick had truly intended to resolve the issue, instead of dragging us through endless delays and telling us about parts "on the way," they could have simply provided the needed part from another bed in the store. This wasn't an antique bed, just a standard piece of furniture. But they chose not to act. Their failure to take this simple action further proved their lack of intention to solve the problem, leaving us with no resolution and continuing to sleep on the floor.
Why We Refuse Store Credit:
After months of delay, we have no trust in The Brick. Accepting store credit would force us to buy more items from a company that has consistently failed us. Store credit would mean fixing the bed ourselves, adding costs on top of what we've already paid, and potentially buying another bed with the same flawed structure.
We asked for a full repair or refund and now the apology letter from the store for mishandling of this case. Store credit is simply not a reasonable option.
After countless calls, emails, and visits, we are exhausted. Our only goal now is to raise awareness so others won't face a similar experience. We hope The Brick Kirkland will do better in treating its customers with accountability and respect.
PS:
We were never told about the bad reviews / customer complaint about this bed , now when we are in investigation mode , seeing we are not the only one had issue with this bad , not not sure what happened to the other customer
