The Brick’s earns a 2.3-star rating from 1342 reviews, showing that the majority of furniture shoppers are somewhat dissatisfied with their purchases.
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The Brick - Be aware of king and state warranty extension is a scam
About 4 years ago I bought a washer machine from Leon furniture with a 4 years extended warranty with king and state insurance. Then about January 2024 I had issues with my washer. I made a complaint on king and state warranty, then I never heard from them for about 4 months. I called them, the girls who answered said that they have technical issues with...
Read full review of The BrickWARNING No refunds
We purchased three counter height stools at the Crossroads Brick store in Toronto and were told by the salesperson we could return them if we were not satisfied. We picked them up 3 days after they were paid for, one was rattling around in the box, but I was assured by the shipping person it wouldn't be a problem as they come packaged 2 in a box and that one had been removed. When we got them home we opened the box with the single stool and were surprised to see all the nuts, washers and bolts strewn in the bottom of the box, the item was damaged. The leatherette was streaked and stained. We opened the other box to find the quality of the other tsub par. The upholstery was not pull tightly and was sagging, The staples holding the upholstery were quite a distance apart creating a gaping issue. This is when I contacted the store to let them know I wanted to return them for a refund as I wasn't happy with the quality. Dave, the store manager told me I could only have a store credit or a reorder and I should go online to see The Brick's Return Policy, I purchased the items in the store, not online, this was never brought to my attention at time of purchase by the salesperson, nor did I see it posted at the cash area, nor is it noted on my receipt. The policy is absolutely illogical, if you open the package, which you must do to view your product, you are no longer eligible for a refund. How is the consumer ever able to get a refund for a substandard product if they can't open the package. I would like The Brick to explain firstly why this illogical policy is not noted on the receipt or posted in your store and how can you be so deceptive to your customers. To resolve this issue I would like The Brick store credit I received reversed and my money refunded.
Warranty and service experience
If there was an option to rate this as a Zero, it would be the ideal rating for my experience with the Brick. The poorest most unprofessional customer experience post delivery. While you have sales all over you at the store, as soon as you need service for the Extended Warranty with King and State and the Retail Store, you are going NO WHERE... We had so many issues with our Fridge and have gone for 10+ days without Fridge, and no reimbursement for the groceries. We had an issue in Nov 2023, and it took a BBB complain and few hours of talk time with the Brick HQ to get a loaner for few days while we waited for the repairs. We are now going through the same experience our Fridge is not working again, we returned home Saturday March 16th to find our groceries spoiled the fridge had stopped working while we were away for March Break. I emailed King and State/The Brick to report the incident as the offices were closed. Called back Monday and booked a service appointment Wed the 20th, and we don't have a date of repair YET.. so a week without a Fridge and seems to be OK with the Brick, as they don't deliver with the extended warranty accommodation for loaners etc. OR pay for damaged Groceries as outlined. We have yet to get a call back from the Brick even with the automated reply of we will get back to you within 2-3 days.. assuming Buss Days we are now 5 days and no response. Several calls -emails and Nothing.. .How does the BRICK get away with this business practice and so many customer complains everywhere?
I’d rather give ZERO stars
I placed an online order for a kitchen sink in late November. Estimated delivery was 7 days. On day 6 when I hadn’t yet received an email that it had been shipped, I contacted the store. They said it should be arriving the next day. It didn’t, so I called the following day. The store said they had no information as it was through the manufacturer. They said all they could do was email them and wait for a reply. Finally I was given info to attempt to contact them myself. Speaking to someone in the Philippines, she also couldn't help me and said she would create a ticket and I’d have to wait another 48 hours. After a few days I contacted head office, they were finally able to tell me this item IS NOT IN STOCK! So this was after almost 2 weeks since ordering. They tried to offer me different styles of sinks but they wouldn’t have fit, and I didn’t like them anyway. Horrible customer service, wasted so much of my time. Eventually got my money back, but nothing extra for my trouble. I will not shop at the Brick again, and definitely advise not to order anything that is “online exclusive”.
I was treated so poorly, and most people didn’t know what they were doing or how to speak to the right people to find answers.
Recommendation: Avoid online exclusive orders
Delivery Concerns
December 18, 2023 we went in Hunt Club Brick to purchase a couch and dining room set for our new home. The sales person, Harveen, was polite and professional. Making sure as seniors that we were comfortable with the experience. We were so happy with her that we even bought a mattress for a spare room, occasional chair and pillows and mattress covers. We felt it was a good deal. We took home the occasional chair and bedding. Arranged for the couch and dining room table to be delivered to our new home and the mattress to our current residence. We asked if they assembled the purchase and take away the garbage from the dinning room set and couch. She assured us of course and even wrote on the bill of sale to set up and bring garbage back. For the mattress she did the same thing and asked them to take the old mattress. She said she would email us the bill of sale, which she did but it was just electronic and had no pen writing on it.
We met the delivery truck at the new house. Two men brought the furniture in – not on a dolly or with stabilizing ropes attached to their bodies – dropping the furniture on the ground over and over because it was heavy. We then offered them food to have while setting up the furniture. They said they do not do that. Left and then put the garbage from the truck on the conjoined neighbour’s driveway. Proof with picture. Needless to say they missed out on the fifty dollars tip we had for them.
A few days later the delivery truck came back with the mattress to our current house. We had cleared the bed, older mattress at the front door and tip ready. They refused to take the old mattress and left the new mattress inside the front door. Tip again not given.
Called Harveen for the second time about the delivery and said she could not understand. They did the same thing to a senior moving into a condo with her appliances. No door put on the fridge she said. Said she would tell her manager.
So buyer beware. I think this is a scam. Get you to buy – give your poor delivery – but what can you do now that the furniture or whatever you buy now is in your home. One hundred and fifty dollars for delivery means delivery to the front door only.
Don’t bother to call the Brick. They have a customer service number but it does not work. Must send them a form from the internet. If you delve deeper into the web you will find in small print that they deliver and don’t set up or take away the garbage. How come the sales people do not know this?
Anyways they have missed out on selling us a washer, dryer, kitchen appliance and king size bed.
Mary Jane Burrows, Nepean
Recommendation: Do not use delivery service - take home self or hire another company that will put the order together for you
RUDE Sales person!
We purchased $20,000 of furniture 7 weeks ago. Still don't have everything! I asked our sales person James to have furniture assembled for us. HAHA my husband put most of it together. NOT HAPPY ABOUT THAT! I went to the store to speak with James and asked him what price I was getting on some items. He said I was getting a good price and walked away from me. During that visit, I caught up with him and he ended up walking away from me 3 times! I was so frustrated that I walked out. NO IDEA how to apply customer service! I have much more to share but space is running out. DONT BUY FROM HIM!
Recommendation: DONT BUY IF IT'S NOT IN STOCK!!!!
Garbage company
These people are horrible. Ordered a mattress from them (they charged a $150 delivery fee), and they refused to complete the order because their driver reported an "obstruction" – which was a momentary delay caused by a lane reduction on an adjoining street. When I called to complain, they told me they wouldn't deliver unless I could guarantee no delays (as if I control the local roads dept.). The only thing more remarkable than their stupidity is their arrogance. They're hopeless, dishonest, rude and stupid. How on Earth do these clowns stay in business.
Recommendation: Avoid The Brick like the plague it is.
AMEN! Very rude here! Had a sales person, James walk away from me 3 times! Not honest about stock and set up procedures AND it's been 7 weeks and still don't have our dining table! WTF
The Brick Complaints 1335
Queen bed invoice 073034aiyig july 30 2023
*Subject: Complaint Regarding Faulty Design of Queen Bed** Dear Customer Service Team, I was asked to write a more detailed email to explain everything further. So, I am writing to express my concerns and dissatisfaction regarding a recent purchase of a Queen Bed from your store, After assembling and using the bed, I have encountered several issue...
Read full review of The BrickAccident that happened at the brick
Me and my wife where looking for three kitchen stools, we decided to go to the brick, to see what they have, we where trying stools with are salesman, my wife tryed one, and then asked me to try the same one the salesman held the stool I sat down, I am not a heavy person, the stool broke apart falling completely to the floor with me hitting the table with...
Read full review of The Brick and 1 commentWarranty/replacement
On August 31, 2023 order #08134NEHMU/COLES10178 I bought over $9000 worth of furniture in which we paid $749.99 for 5 year furniture warranty. The furniture was delivered to my place in October as we were doing renovations. The Max 6 drawer has stains on it that we cannot remove because of the material and we are not sure where it came from. I went to The...
Read full review of The BrickIs The Brick Legit?
The Brick earns a trustworthiness rating of 96%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for The Brick. The company provides a physical address, phone number, and email, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Thebrick.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
We looked up The Brick and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.
Thebrick.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.
However ComplaintsBoard has detected that:
- Despite a high level of trust, our investigation found issues with The Brick's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 31% of 7 complaints were resolved.
- The Brick protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
- This website appears to offer a link shortening service. Scammers may also use shortened links to make malicious or fraudulent websites appear more legitimate or to hide the true destination of a link. Therefore, it's important to exercise caution when clicking on shortened links, particularly if they come from an untrusted or unfamiliar source.
- We conducted a search on social media and found several negative reviews related to The Brick. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
All service.
We stopped by at the brick a few weeks ago as we were moving to a new apartment at the end of April. We were greeted by a salesperson (who was probably the only positive part of our experience). We proceeded to discuss furniture with him and decided to buy a bed, couch and mattress. The salesperson then asked us when it would be convenient to deliver the...
Read full review of The BrickUnsatisfactory/unrepairable furniture received
Furniture purchased December 2023 with full warranty and received January 4,2024 in unsatisfactory condition. Contacted The Brick January 5, 2024, and a furniture repairman indicated it was a manufacturer issues and was unrepairable on January 30, 2024, that was sent out by The Brick. Offered a second set February 14, 2024, after speaking directly with...
Read full review of The BrickSofa recliner
Hi, We purchased sofa from brick. They promised to us we will delivered it was perfectly fine on store we check everything in store it was perfect but when I got it was damage from so many places and delivery guys did my front door damage as well while delivery. I came in store same day inform them on customer service counter that my sofa was damage and my...
Read full review of The BrickLeather Recliner
Hi, I bought this in 2021 a leather recliner and here is what happened 1)3 years 3 times same issue same place taking a few months to resolve even after purchasing a warranty.IT took 2-3 months to repair due to the first engineer's inspection, then a part order for another 2 months the engineer came again to fix it almost we were without our recliner for...
Read full review of The BrickThe worst service ever! Wrong and defective product received
I went to The brick for selecting the best mattress specially for my back. After an hour I did select one king mattress and it took the sales person 20 minutes to do the billing because of bad reception that was really funny. Anyway she told me it might take 15 days to get the mattress I agreed and it almost took a month to deliver I received it on Jan 20th and yesterday I did a setup and guess what it is wrong and defective mattress not even close which I had chosen.. the foam is already coming out from the edges. I called the sales people in the store they were not at all apologetic and not humble at all. I found the brick service and sales people very disappointing.
Claimed loss: I did not look any other options and trusted the brick but even after waiting for a month I got this..
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Washer and dryer purchase
We ordered a new washer and dryer from the Brick in the fall, plus 4 new kitchen appliances for our new home (ordered early Sept 2023, delivered late Oct 2023). The problem with our order is the washer and dryer – it is not the model that we wanted and thought that we were getting. We offered to visit the salesperson’s store directly to make our...
Read full review of The BrickFridge / stove warranty
When I bought my Fridge and Stove from the Brick Sudbury in June of 2018, I was offered a 2 year extended warranty for $299.95, which I at first declined. The sales person told me that if I bought the warranty and didnt use during the 2 years I could have it paid back to me a s a store credit and could use the $299.95 to buy other products at The Brick. I...
Read full review of The BrickFurniture - misrepresentation from brick
Jan 06,2023- Ridgeway Drive, Mississauga Location. This store is a fraud. They did misrepresentation of an item and delivered us the wrong product. After we assembled it, we got to know about the fraud they made as we already have the video of the product we selected. When we went to the store again to meet the customer service, we saw our product on floor...
Read full review of The BrickWarranty Claim
I purchased a sectional couch from the Brick with a purchase of a warranty. The warranty expired December. Upon purchasing this warranty and the couch, I was told once the warranty expires and I have not claimed the warranty that my money will be returned to me. When I followed up to claim my warranty after the expired date, I was told I had to go into the...
Read full review of The BrickFailure to deliver item that was purchased. It was" Lost"
On Nov 29th I made a purchase of a dual recliner and a arm chair and automan from the Brick on Hunt Club in Ottawa. The recliner and arm chair were delivered but I did not receive the automan. I let the driver know, I wrote on the delivery slip in multiple spots that I did not receive the automan. I also called in to speak with the department for...
Read full review of The BrickProduct purchased on June 10/23
WORST COMPANY EVER We purchased a couch *Model ACEGYSL2 Vendor: 060H, on-line and when it was received it looked cheap. Well, it's beyond cheap. We paid roughly $1572.00, which is allot of money for us, maybe not for your company, but it was for us. We needed something for our TV room and thought this would work. Boy, were we ever WRONG. It's a piece of...
Read full review of The BrickUnprofessional delivery service
In December of 2023 the two delivery men they sent to deliver my refrigerator were extremely rude and unprofessional, one of them even started cursing. Right from the beginning they were complaining about everything. They were supposed to wear masks but did not. They had no ramp set up from their truck and were about to roughly 'drop' the refrigerator onto the road but saw me watching and restrained themselves. They took the styrofoam cover off the fridge bottom and let it sit on the snow and dirty road. They were crude and disrespectful and would not give me a moment to inspect the appliance before signing the form. I did not feel safe letting these two delivery men into my home so I had them leave my appliance on the doorstep, which meant I had to annoyingly drag it in and install it myself. Considering we paid for the delivery and were treated poorly, I will never buy from The Brick again. This was a really bad experience.
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This complaint has been resolved automatically due to user's inactivity.
Extended warranty
I had purchased extended warrant which had expire in July. I was initially told when purchasing the warranty that it does not expire. Anyways, While going into the store earlier this week it was also explained to me they were running a promotion until December 31st to honor said expired warranty... While going into the store Monday I had purchased new...
Read full review of The BrickBeautyrest bed
I went into the store (huntclub, Ottawa) to buy a bed for my 94 year old father. I looked at beauty rest mattress and box spring. I mentioned I had concerns about the height as my father is elderly. The sales person told me that they had a 5 inch box spring which she would show me. The height was acceptable. I was going to buy the box spring, mattress and...
Read full review of The BrickExtended warranty
We purchased extended warranty for our Fridge, and it took 20 days to repair it finally. Few things to note regarding this complaint: From initial call to actually having someone inspection the Fridge 7 Days. We had no Fridge for 10 Days, and only got a loaner post BBB complaint and few escalations through Head Office. The local store offered a Beer...
Read full review of The BrickSofa
I purchased a sofa and received it in November 2022. By October 2023 the fabric was pilling. I have had other fabric sofas and chairs in the past and this has never happened. I called the store today and spoke to a rep and manager in customer service and was told that there was nothing that could be done about this as far as a return or exchange. It was recommended that I use a fabric shaver.
I am very disappointed in the quality of the sofa I purchased and unless the sofa can be exchanged or returned I will not shop at the Brick in the future.
Desired outcome: Return or exchange
Roaches in a bed I purchased
My husband and I bought few thing from the brick Niagara Falls one of the items was a bed when opening the package two roaches Crowley out of the boxes now I’m wondering if there were more roache in other boxes that I missed I contacted the brick Niagara Falls to let them know 3 days ago and no one has reached out wich shows the don’t care about the issue...
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2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.
3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with The Brick. Make it specific and clear, such as "Defective Sofa Delivered by The Brick" or "Poor Customer Service at The Brick Store."
4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions you had with The Brick, the nature of the issue, and any steps you took to resolve it, including interactions with the company's customer service. Describe how the issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.
5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photos. However, be cautious not to include sensitive personal information that could compromise your privacy or security.
6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, clearly state what resolution you are seeking from The Brick, whether it's a refund, exchange, repair, or an apology.
7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct.
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Overview of The Brick complaint handling
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The Brick Contacts
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The Brick phone numbers+1 (780) 930-6000+1 (780) 930-6000Click up if you have successfully reached The Brick by calling +1 (780) 930-6000 phone number 0 0 users reported that they have successfully reached The Brick by calling +1 (780) 930-6000 phone number Click down if you have unsuccessfully reached The Brick by calling +1 (780) 930-6000 phone number 0 0 users reported that they have UNsuccessfully reached The Brick by calling +1 (780) 930-6000 phone numberCorporate Office
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The Brick emailssocial@thebrick.com100%Confidence score: 100%Supportcustomerexperience@thebrick.com100%Confidence score: 100%Supportsupport@thebrickcustomerexperience.zendesk.com100%Confidence score: 100%Support
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The Brick address16930-114 Avenue, Edmonton, British Columbia, T5M3S2, Canada
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The Brick social media
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Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 20, 2024
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