The Brick reviews and complaints 15
View all 1335 complaintsThe Brick - Furniture - 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. They agreed that it was Brick’s misrepresentation, therefore we asked them to disassemble the wrong product and reassemble with the right one. The Store manager was very rude towards us and behaved in a discriminating manner and made us feel very small that we got a clearance item which got my wife an anxiety attack. I have heard that Brick is committed to its customer and good customer service. Such behaviour from store and its store manager is not acceptable to us. Attaching the photos as well. I am writing this review so that people get to know about them. Please save your time, money and respect.
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The Brick - Couch
I bought a couch from the Missisauga store and the sales person didn’t supply any information about the policies in place. A few days later I called to return/ exchange the couch and I’m told I can’t.. they said I was only given 48hours to call in for damages.. thought the couch on Friday and Monday was Labour day.. went into the store on Tuesday and was told I’m stuck with the couch.. they said they will send a technician to check on it
Desired outcome: I want a new couch
This complaint has been resolved automatically due to user's inactivity.
The Brick - I am complaining about customer service
Customer service is very very bad and the sales manager is supporting this bad service.
Everyone went for lunch and left the floor without any attendance. We were waiting for almost 40 min begging someone to help.
Sales manager said: “you need to wait and this what we can offer”. No one care even the sales manager his name is Guru, does not care and did not respect us and ignore us while we were talking and talked to other sales man for other business.
I regret to go to this branch and also regret to go to the bricks.
Differently I will not recommend anyone to go to there.
Thank you
Desired outcome: I need to know the action from the company
The Brick - Drake sectional - within 5 years warranty
I contacted brick customer care in early April May regarding issues with Drake sofa and ottaman. They send someone for inspection and then there was no response. On calling them they said the sofa is not in stock so nothing can be done (It’s clearly showing up on their website : https://www.thebrick.com/products/drake-3-piece-faux-suede-left-facing-sleeper-sectional-cement-1)
They said take 10% store credit. I bought 5 years extended warranty just to hear this? Nobody told me while selling that extended warranty that my request won’t be entertained even if I am still in warranty. One rep said since you are near the warranty over period (it’s valid till Sep, I called them in April) so they can’t do anything? Seriously? I can call you even if I am on the last day of my warranty since it’s still in warranty? This is how you guys deal with customers once you have sold and minted money out of customer pocket? The reps need training on how to talk to customers too. You can’t fool around ppl by just selling 5 yrs extended warranty and not helping them when it’s time. On putting google review the Mississauga location called and Morisha sent me their warranty document. When I read it clearly says if it can’t be repaired it will be replaced. When she was caught and couldn’t explain that para to me she starting shouting at me and told me that I need a translator showing I am illiterate. She was extremely rude. It’s your company warranty document and you can’t explain or do what it says. She shouted and hung up the phone on me. Is this what you do after minting money from customers giving false details on extended warranty? I am done sending emails and explaining issues to these guys. You lost a customer and I will make sure none of my friends or family ever buy anything from you. Such rude and unprofessional staff. Teach them how to speak with customers and stop playing this cat mouse game they this store sold out, the rep left bla bla. Highly disappointed with the way this is handled.
Desired outcome: Sofa Replacement
The Brick - bad Customer service and factory deflective chaise
On March 28th 2023 I bought a Charlie Chaise, total cost $660.96 which was delivered March 30th. Once delivered, it looked ok. As soon as I sat on it, I immediately slid to the right side. I thought the padding would adjust. As the days passed the situation got worse and the sitting became uncomfortable, the chaise was totally slope sided with a visible imbalance. I went to the store on May 15th 2023 to inform them of the problem and was told to go online and request a technician visit which I did. The technician arrived a week later, and after complete inspection told me that it couldn't be repaired, it was a factory defective product. He was submitting the report to the store customer service and someone would call me to let me know what my options were. Never heard from anyone and visited the store customer service on June20th,
Asking what the resolution was, I was told that it was a factory defect therefore, I would keep the product as is and the brick would give me a store credit of 146.00 dollars. I was obviously upset and said I wouldn't accept. After arguing
She agreed on a replacement but I would have to pay the new delivery.
Desired outcome: I had to pay again 107.27 again for something that was a problem not created by me. I want to be refunded this amount.Furthermore, I was told I created the chaise problem. how can someone who weighs 138 damage the chaise in 2 months?
This complaint has been resolved automatically due to user's inactivity.
The Brick - Ge Stove purchased 6 months ago and not delivered
I have purchased a double-oven stove from the Brick (in addition to Fridge dishwasher, washer and dryer - spending $7,000 in appliances) in September 2022 with an estimate delivery date of January 2023. All the other appliances were delivered but the Brick says they have not received any stoves for 6 months. I have reched out to 10 different employees and the answer that I get is that my only option is to chose another stove (pay for the difference). I am not particular wit any brand or model. I just want an equivalent stove. I feel that the Brick sold me a product they did not have, took my money and will only provide me with a stove if I pay more! This is an outrage!
Desired outcome: after 6 months, I want my stove or an equivalent.
This complaint has been resolved automatically due to user's inactivity.
The Brick - Fridge
Wanted to purchase major appliances for a new home, was told that a lot of brands had delays due to production issues, ended up going with LG because we were told that it doesn’t take long to get the items. Purchased in Dec 2021 and was told that should be getting products in January 2022. Received stove, dishwasher, washer, dryer, each as separate shipment. By March 2022, fridge still didn’t come, so we contacted our sales associate who told us April. By April, still no news. Contacted store, and each time seemed like a different answer, and the most recent response is July 2022. Terrible customer service along the way, rude staff, and a lot of lies. If we knew it would take 7 months to get a fridge we wouldn’t have gotten it in first place from the Brick. Sales associate extremely rude, would not take any responsibility and shows absolutely no sympathy for our case. Contacted him a week ago to provide an update and contacted again after not replying to us. Absolutely terrified of what we got ourselves into and would never purchase with the Brick again with this level of service and treatment received from its employees.
Desired outcome: I appreciate a response
The complaint has been investigated and resolved to the customer's satisfaction.
Same issue with me. It seems like it is The Brick policy to hold on to appliances and let the customer suffer. I booked my appliances in November 2021, received all but my dryer. Still waiting for it.
The Brick - Purchase washer dryer with installation. Installation job done not according to manual
I purchased washer dryer on 10 February 2022 from Mississauga bricks super store 3025 ridgeway
brick installation team did very poor installation job. washing machine drainage pipe not properly installed in drain pipe so water go on floors not on drain pipe after so many phone call and visit to store and email I didn’t get any response from brick customer department I am without my washer more than month now.
Desired outcome: I need my washer dryer installation done properly
The complaint has been investigated and resolved to the customer's satisfaction.
The Brick - Property damage and operation supervisor
The original delivery date for our sofa was Dec 5, 2021, which was cancelled without informing us in any way (email or phone). Furthermore, upon checking on the delivery checking page, someone (a delivery person most likely) had impersonated signature on behalf of a household member. As you know, impersonating someone signatures is considered illegal. Since, no one contacted us on the original delivery date and time period, I had to go in person in the store, since no one ever attends the phone in their customer service department. The delivery date was rescheduled. On Dec 8, 2021, sofa was delivered from Ridgeway Brick store and there was property damage. We contacted (emailed) the Brick headquarters and it was re-directed to Ridgeway Brick store Operation Supervisor. He didn't respond to our email which was sent 3 hours after sofa delivery. I forwarded him the same email 2 days after (Dec 10, 2021), since he failed to respond within reasonable time. Upon receiving the email, he neither read the email carefully nor checked his records. This lead to another email explaining the information he missed in my intial detailed email. Afterwards, he failed to respond altogether. We went in person to the store on Dec 15, 2021, to follow up. He informed us that he has put in a claim for property damage and that someone will contact us. We waited for few days and when we received no contact for the property damages concern, I sent M. another email on Dec 20, 2021. He responded saying that he is not currently at work and will check the next day when he is back in office. I sent another email on Dec 22, 2021 as a reminder. He has failed to respond yet again! I would like the company to directly deal with myself regarding this matter and provide a proper training to their staff on how to provide professional support to their customers. I am extremely disappointed and frustrated with how The Brick is treating their customers. This has been an extremely unprofessional and stressful occurrence!
The complaint has been investigated and resolved to the customer's satisfaction.
The Brick - The delivery of my stuff.
I got an email, a call and a text, confirming my delivery tomorrow but I was called today and told that they can't deliver my stuff and to arrange movers to collect my stuff from there as it is far away. I feel like I wasted my 3 hours in selecting the furniture and I bought other stuff too from brick. It's around 10k. Even after spending this much, if we don't get delivery, I would never recommend anyone this store and I want to sue the company as I have all the proof of delivery confirmation.
Desired outcome: I want my stuff to be delivered as soon as possible
The complaint has been investigated and resolved to the customer's satisfaction.
The Brick - Washer not received
Do not order from here. They constantly lie and do not have products in stock. I have been waiting for a washer I ordered in december. Staff is trained to lie and advise you that products will be in every week. Record your conversations so you can seek legal action against them. They cannot take money for products and not deliver. This is absolutely unacceptable and disgusting during a pandemic.
I am a single mother having to do laundry at a laundromat during a pandemic. Also had to pay someone to assemble dryer because delivery team just dumped it and left.
Desired outcome: Refund and return of products that have been received
The Brick - Kitchenaid fridge model krfc704 fb501 serial #k90100243
Fridge is warm, not cooling... Over $1000.00 of food thrown away... A technician from jake's appliance service came to my home may 8th to assess issue, advised he would have to order part... I have made numerous calls to get help and to try to get updates... Each time, I am advised part is still not in... This has been going on since may 8, 2020... Who is there to protect us? I paid an additional $399 + tax... Protection plan number 001arf4k... This is disgusting and unprofessional service... I have called numerous phone numbers from the brick to the suggested phone number of [protected]... Nobody nobody is there for the consumer... Do not trust this company... I am going to look for legal advice to find out my rights... I am writing this complaint june 12, 2020 and still nothing has been done... Anita gallant, 4053 jefton crescent, mississauga, on l5l 1z2, [protected]...
The Brick - Unethical behaviour
On November 30, 2018 at 4:10pm. I contacted the store thru sales consultant and one of the agent that I spoke with was very rude to me thru the phone. The agent was a male but did they describe his, and not bothered to tell me his name. After explaining about the issue that happened couple days ago about employees not informing their customers about important things when making purchase or receiving their products.
The agent told me thru the phone "I can't change what happened in the past, do you want me to make you a time machine so you can go back in time and change the incident?". This was not what my call and concern was about and this kind of behaviour is very unexpectable as it is not good for the customers.
My purpose of telling them the issue is so it does not happen again in the future.
I tried contacting the store to speak with the manager about this issue but the manager was not available at all, and did not return my call after leaving my name and number.
The Brick - Full 5yr blanket coverage "fake"
I will never shop at The Brick again! Be warned about the Full 5 year Blanket Coverage for furniture, its nothing but a scam. Brick will not honor it because they are professional scam artists. I was also told like many others complaining on this site that i would have to pay out of my own pocket to get my sofa cleaned... "Wats the point of the warranty"... although they never mentioned that when trying to sell me it...
I will Boycott The Brick from now on and you should TOO!
OMG... after reading all this... i think i will stay away from purchasing from the brick ever again... i have a problem with my matress (its getting warped and bumps in places that wont settle down), also my leather (not bonded) sofa has a foam inside the leather and it is all warped and weird... on the part that reclignes... i want to talk to warranty... becuz i bought the 5 year protection, but should i even bother with the stress?... everyone seens to be getting a boot in the ### when they try to get their stuff fixed.. Urg this makes me so mad
The Brick are a bunch of Con-Artists. We got the master surface coverage, sold on the fact that if we had an accidental stain, they would replace the cushion. we now have an accidental stain and they are saying it doesn't count because of the type of stain it is. I get that you should read the fine print, however, if the sales person tells you they will cover any accidental stain, some blame should be attributed to the brick for misleading to get sales. Some people actually still trust others.. shameful..i know.
All of these complaints could have been avoided. As consumers you have to be more careful of what you are buying especially when there is small print involved. The Brick makes it very clear that you have to clean the furniture first it's stain warranty not a cleaning service. Also using the spray box does not void the warranty as The Brick takes over the manufacturers warranty so that you don't have to deal with the manufacturer which you would not want to do seeing as they are in a large part over seas. Smarten up and ask more questions. If you don't like the answers you are getting or not getting then ask to speak to someone that has been there a long time. Just because they are paid commission does not mean they are out to get you. They are just working like the rest of us. Lastly they have to follow you around it's part of their job so be nice because remember you are in their store. They don't come to your work to dawdle around making non committal noises and then leave without so much as a smile just because you were trying to do your job. Your Karma is watching ;)
I know several people who used the payment protection plan after being laid off fom there automotive factory job during the reccession. Their payments were covered for like a year or something, they were very happy to have it. You can't complain about something you purchased and didn't read the information. The Brick sales people aren't scamming you . I know a person who's kid spilled her nailpolish on her new sofa and the brick replaced it for her.
That is not true. The brick has never covered animal scratching, it covers rips from sewing defecs in fabric and complete rips and tears as well as even burns in a leather sofa. If you're dogs scratches or eats your sofa it is not covered, obviously as is right on the paper. I had my couch replaced no problem with in 3 days because of a rip. I also had the extended warranty on my t.v and I didn't ever have a problem with it, so I got my money spent on the warranty back as a store credit. I went and used on on a tempurpedic pillow and Some accessorys.
I was also shown a completely different warranty document, which outlined what damages the warranty would cover (Pet Damage such as clawing), and what would be done to resolve the issue. When I called to get the light damage repaired, which was outlined in the FAKE document, I was told that this was not covered. We I asked for them to give back the money for the fraudulant warranty, they have stated that this cannot be done once the merchandise is delivered. The delivery of a simple kitchen set took over 2 months by the way! Plus, the quality is far less than expected, very flimsy.
I agree I was told that this was like a scotch guard for the furniture. That I would have to do anything. I get the furniture a cheap box of sprays. So I asked the delivery person if I get a copy of the scotch guard guarantee they have no idea what I'm talking about and told me it's a warranty and the box of sprays. So then I'm reading the box they want you to spray the furniture. Which I know will automatically void any warranty from the maufacturer on the furniture. I returned mine. to over 45 minutes to get it refunded.
I guess this is the only thing they have that the sales people can make any money on "commission" so the salespeople push it. ANOTHER THING NOT TO PURCHASE besides anything from the Brick ever again. The other thing the sales person pushes is the "payment protection plan"
they tell you free for a month and you can come back and cancel the next day you just have to fill out a form and sign ... we refused it then reluctantly got talked into it only because I have other business near the store. I brought the signed copy in to cancel the protection .So now I get my bill it's not even been a month (which is supposed to be for free) since I got my furniture. I'm being charged for the protection plan as well as tax on the protection. I call the protection play they say they never got a copy of the cancellation. I call the brick they give me a recipt that they faxed it. Now it's my problem. The protection plan you ask for a supervisor. This office is supposed to be in Alberta. you get a voice mail of someone speaking French and there is on option for english. Is this a SCAM or is it a SCAM now I have to get Consumer Protection or Better Business involved or get charged $30 / month for nothing.What a waste of my time...NEVER GOING TO THE BRICK AGAIN...
It is a big joke. When we went to the store, the sales rep. was telling us that - "nothing to worry for 5 years including wear & tear. No question will be asked and you will get the new furniture bla bla bla...We went and bought the furnitures worth of 5K and got the protection plan for $329.99 (2007). Love seat is OK but in Sofa my bum is touching the frame when I sit. Brick technician wrote the report mentioning that this is regular wear & tear-warranty doesn't cover this. wowwwww wait. how? Loveseat and sofy bought from the same store, same time and one is perfect and the other is not...also your sales rep said "no questions askes rraaraa bllaaa..." Guess what! We got the response from saying that ..."SORRY" total BS.. NEVER EVER EVER GOTO BRICK. SALES REP will say anything and everything ...Kannan
People seriously. Why don't you read of ask for the terms of conditions of the warranty you are paying for. The warranty information is on their website and it clearly says that if you furniture is stained you have to get it professionally cleaned first.
5 year blanket what that scam i brougth a 7 peice bedroom set at the brick at weston rd and 401 5 year warrenty i brougth it in august of 07 their is no warrenty they dont give a [censor] my bed fell apart they dont want to fix it but they will c u in court
The Brick - Payment protection plan
I suddenly found in my brick card statement, there is payment protection plan which I never agreed to add to my account. I called the customer service and was asked to go to store again. It is not very worth to go there just to cancel 8 dollars insurance.
You have to balance your time and gas, or give them this "small money".
It is very awful to trick, pay attention to your brick bill.
The complaint has been investigated and resolved to the customer’s satisfaction.
the bricks in ottawa hunts club is the same when you tell them u dont want any ppl plans but it appears on ur next bills. even after store sent the cancellation form many times, they keep saying did not received and hang up their customer even supervisor when you are upset. they never apologized but blame their customers. very bad customer services
running into same issue today, after realizing additional charges for the PPP, specifically turning down the PPP verbally when asked upon completing application with salesperson in computer, ... today went into the store when $5000 in purchases of appliances (adds up to over 50.00 a month for the plan) they said in customer service they were unable to pull up a scan on the machine, ... very fishy, i had to fill out a document to stop the processing of this PPP, .. and spoke to the sales person who said if you signed twice than you agreed to Protection plan, .. waiting for sales person call tomorrow, ... whata' joke!
When I purchased my furniture, I did not agree on a payment protection plan at the time of purchase. When I received the statement, I was billed for the PPP. I went to the Brick to complain and they showed me a signature at the bottom. I was only given an invoice and not the document they showed me where the signature was appearing. I think this is fraud.
Call your brick store to ask them to see a copy of your original Brick Card agreement. There will be a second signature line where you would have agreed to this protection by signing it. If when you check this document, it is not present, then you have not agreed to the PPP.
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