The Brick
reviews and complaints

We decided to renovate our AirB&B and ordered a dinning table and 6 chairs from the brick. This is not our first purchase from the brick, we have spent nearly $20,000 with them over the past years. We live in Whitby, our AirB&B is in Trenton. We purchased some other items like 2 queen mattress as well with this order and so needed to rent a truck to transport these things to the AirB&B. When we were putting our table and the chairs together we noticed two of the chairs had the wrong size legs so I contacted the brick in Whitby and I was told to send it some pictures, which I did and after they determined the manufacture did not package the item properly so they will either order the correct legs or new chairs all together. I was then told it will take 3-5 months for the correct parts to arrive and if they ordered me the chairs, those won’t arrive till June. We have a booking for mid May so it’s not possible that we have a 4 seater dinning table when 6 guests arrive. There is just no solution being offered for their mess up. It’s terrible how they would treat a customer who has spent so much money with them. Clearly they don’t care if they lose us as a customer. I expect for a solution to a problem that was created by them. None of the options offered by customer is a solution to the problem.

My bed springs have issues that are used for storage. Its not working. Kindly send the technician to fix it. Thanks

I purchased a box-spring for my sons bed (size: Full) -from the Durham Center on Kingston rd. I chose to pick it up from the whitby location.

When I got it home (after renting a truck to pick it up -spending $60 on a rental) and opened up the plastic wrap around it I noticed the bottom of it was all ripped. I was very upset because although we only spent $100 on the boxspring it is a purchase that you expect wont be damaged .

When i called the brick in whitby the Lady who answered the phone told me- " no worries, we will come and pick up the damaged one and bring you a new one" .. I was content with that answer.

I was later surprised when the manager from the brick in the Durham center called me and said that wouldn't be happening. He said you decided to pick it up now you are responsible for going to the store to get another one. I told him that I had spent money to get it in a rental truck and I felt it was only fair if they delivered a new one to me. He was screaming and very ignorant saying there is no exceptions, they will be loosing money by bringing me a new one. I was very upset when I got off the phone. He didn't show any sort of willingness to help the situation, just made it seem like this was my fault in some way.

The Brick sold us a warranty with King and State which seems to be a scam because we have been waiting since Dec 2021 (4 months and counting) for anyone to fix our ice maker. We were initially told someone would come to our house and the guy no showed but called and said he had to order a part (even though he never even came and diagnosed the problem). We didn’t hear from anyone so we followed up end of Jan 2022 and was advised part is on order. Never heard from anyone again. We decided to go to The Brick in Coquitlam as they sold us the [censored] warranty and they told us they could do nothing and they haven’t done anything to help us. I sent another email to King and State in early March and then my husband got a call from them saying the part was just being ordered. So we were being lied to that the part was on order for the last two months. We asked for an ETA on the part 4 weeks ago and they have not provided us with any information. They told us the part was ordered Mar 16 but we have been told this before and it was [censored]. I think The Brick is selling scam warranties and we will never deal with them again once this ever gets resolved.

On Jan 28/2022 we bought the dishwasher FPID2498 from the Brick at Ridgeway, Mississauga. The dishwasher came with unresponsive control panel. After few visits and calls to the store finally the repairman came on Feb 10th. He ordered the part and as of today we haven’t heard back. We went to the store again to complain but nothing has been done. Very very disappointing, after all this years buying the furniture from the Brick store, we will never go back.

I purchased a dinning set on 2017 may 28. and I have bought the 5 years warranty. two of those chairs were broken in the year 2018. the company exchanged them. after few months. in the year 2019, the other four chairs were broken continuously. I claim these to the warranty department. but the customer service told me that couldn't be happened with the chairs broken in the same time. Finally they sent a inspection guy came to my house and do the repairs. but that repair guy told me the chairs are not repairable and he will reported that issues to the company. He let me wait for the warranty department contact me. But I didn't get any response. I made chat online with them again. they told me the chairs are still good to use (the picture is these chairs conditions ). They told me to claim again when the chairs are broken. The third time I made claim them get back to me that the claim is not approved because the broken didn't not happened within14 days. They told me the broken happened long time ago. The know that!

They don't have phone number I can call to explain the problem. Each time I chat with them online. They keep to send me the same thing which is the warranty guide, and ask me to claim again and I missed the right time again.

We went into the Brick in Sasakatoon to use the credit refund after not having made a claim over the five years warranty period. We were told that we had to spend $100 over and above the credit refund amount or we could not have it.

I spoke to the insurance company this morning they did not know that this was how you treated your customers and suggested that I put in a formal complaint.

This is disgusting and underhanded as we were not told about it when opting for extended warranty. Is this the practice in all of your stores?

I trust that I will be hearing from you in due course.

Regards

Thomas Brander

I made a purchase from the Brick on Wharncliffe Road, London, ON. I made a purchase in December 2021. I bought a king bed set and a dining set. I was told in March 2022 that the dining table is in stock and the chairs are not in stock yet. I thought it would be odd to just keep the table in the living room without the chairs so I asked them if they can hold the table until they get the chairs in stock, The lady assured me that they will hold the table and she will call me in mid-April to set up the delivery. She called me again telling me that the chairs are still not in stock. On May 30, 2022, the operation manager of that store emailed me that the order will be in stock at the mid-end of April and they will call me to set up a delivery. I got a call from their store today and they told me that the chairs are now in stock and the table has been pushed further. I was told that they will hold the table until they get the chairs, and now they are telling me exactly the opposite thing.

I bought a new house and bought the major furniture from brick which was a terrible mistake. Whatever I bought from Ashley, Tapperman and Leons were delivered on the date they promised. They did not even ask me to make any payments before the delivery, I have been making payments for my undelivered furniture from brick and all they do is keep delaying the delivery date and telling me different stories.

I was never once told that the furniture can be delayed if I do not set up delivery on time. If I knew this, I would never do anything to push the delivery date even further. It has already been very inconvenient without a bed set and dining table for the last months. After the operation supervisor emailed me that the order will be available in mid or end of April, I was waiting for their phone call. All they told me was that they cannot do anything about this. They need to tell the customers all the conditions so the customer can make a decision in their best interest. They just tell part of the information and then the other person will tell you the other part, which is horrible.

I requested a repair on January 2022, got 3 visits (one each month) and finally was told the last piece was not available.

On April 07, I finally get a prorata refund that I need to use at the same store of a company that provides such a poor service. ANd I have been unable to get service in French.

I brought washer dryer from brick.

For special dryer duct installation brick ask $100 dollars which brick promises to return in case if dryer side vent duct installation not possible to install .brick didn’t install any side vent as promised but collect extra $100 for parts and labor.

Please return my $100 that service never provided.

My order number 02242H3WVFW

Phone number [protected]

Order service date24 feb 2022

From brick Mississauga super store 3025 Ridgeways rd L5L5P8

Hi,

We bought a sofa and bed frame couple of years ago from The brick store located at : 3025 Ridgeway Dr, Mississauga, ON L5L 5P8 .

We have bought all our home furniture from The Brick, because of the quality of the products and we were so proud and telling every family and friends about The Brick quality and reasonable price.

But unfortunately we weren't happy with our recent purchase. After 2 years sofa metal came out and my 8 years old son got injured. Also sofa seat went deep down as well. Don't know what happened to The Brick quality! Very Sad!

Bed frame also after 2 years got broken(inside), we can not sleep on that.

Basically we spent $4000 for only 2 years of products using!

Very disappointed with The Brick quality and as a loyal customer we are expecting The Brick to look into this matter.

My Phone #: [protected]

email: [protected]@gmail.com

My name: Anu Balachandran

Thank you

I have purchased coffee table back in November 2021 - we brought the box home 2 weeks after the initial purchase. Box has remained closed until February of 2022 as we were in the middle of renovations. Once it was open we find few scratches on the table top - we call The Brick in Simcoe to notify them. We were told a technician will be sent to the house to [censored] the damages.. the technician shows up week later and after assessing the tables he advised that table top is cracked and he cannot fix it - we need a replacement. He will file the report and we will get a phone call from Felicia within a week. WE have not been contacted at all by anyone from the store.

My husband reached out to the store just to be rudely told they have left a voice mail and that they cannot do anything about it.

I have reached out to Head Office via chat and was assigned support ticket 13254. I exchanged an email with The Brick customer service rep to be told the case has ben reviewed and that the decision has been final.

I am being told 2 different things - the technician that was sent to the house said table top is cracked along with few other scratches and I am being told by the store owner that there is no such thing mentioned on the report and that there is nothing he can do... how am I supposed to keep a broken product and be happy about it? The Brick website states that Virtually any defect in the construction or craftsmanship of your furniture is protected with The Brick’s 5 year Furniture Protection Plan - how come this policy doesn't apply to the product I purchased? Had I known that The Brick will sell and send out damaged product I would opt out from buying a coffee table that was over $500.00 to save myself the money and now the headache.

I am not happy with the way this issue is being handle.

We had purchased a new crib and dresser back in Nov 2021. Our crib was finally delivered months later (end of January). When they brought it in the house the delivery guys has very dirty, wet, slushy boots on. My impression was they are to wear covers no? Anyway, after the one stepped on my brand new area rug I nearly has a meltdown. Regardless, I told them to leave it at the door as my stairs and all upstairs where it was going are carpeted and light at that, any dirty boots would be sure to stain. The dresser was delayed an extra 3x and FINALLY was set to deliver the end of March. When I had spoken to the customer service rep I informed her of the situation that occurred with the crib and she informed me that she will make a note to ensure foot coverings are worn (although not sure what help those will make but better than nothing right). When they arrived, no masks were worn (I am 36 weeks pregnant and not ok with this!) and once again dirty boots. They offered to take it upstairs where it needed to go, however, again I have light-colored carpeted stairs and upstairs which I am unable to cover in entirety. I, unfortunately, had to tell them to just leave it at the door. Little did I know this dresser is already assembled! My boyfriend and I are new to town and cant just call up someone to help bring it up. Now we have a huge dresser sitting in our living room unable to bring it upstairs to the babies room. I really wish they could have just taken off their boots or at the very least as I was promised put covers on. We are absolutely stuck now. Will NEVER purchase anything from the Brick EVER again. To spend thousands of furniture and the delivery men cannot even take their boots off in a home OR put covers on in order to get it to the location needed is ridiculous.

I claimed my report for my new sofa in Sep in 2021, the technician came to my home In October

In 2021. Now it is March in 2022, I still wait for you call me back. I keep calling every months, your representative tell me different answer every single time when I call, I do not know who is right. It is terrible experience to me. I will never buy any products from brick again. It has been 6 months and I am still waiting.

Hello,

This complaint is in regards to the credit issued as a result of the extended warranty claim.

I had been offered two credits, first for 4 Dining Chairs and the second one for 1 Dining Chair. At that time, it was not mentioned that those credits will be expired after certain time.

The warranty claim was made when we lived in Calgary under the phone number [protected]. Now, we are moved to Peterborough, ON. I contacted the store here in Peterborough and also the original store at Sarcee Trail in Calgary. They stated that these credits are no longer available. So, we lost almost $500.00!

Can you please look into this matter and reinstate our claim? We would like to purchase some furniture from The Brick using this credit. It is under [protected].

We appreciated your help. I can be reached at [protected].

Thanks,

Gajinder Singh

Bought couch set in Nov 21 received love seat in 2 weeks ,,still waiting for 3 seater couch ,,it's March 15 2022 now ,,will definitely not be doin any more business with this company and my family and friends feel same way ,it's like the salesman knew we couldn't get the product right away but told us no problem and so here we are 5 months later still waiting for our couch ,,I bet he got his commission...