The Brick
reviews and complaints

Subject: The Brick - Customer Code: ARMA2327

I have bought two reclining sofa sets from "The Brick" with a 5 Year Furniture Protection Plan.

The cushion foam of the reclining sofa set has lost a significant amount of resiliency making the sofa uncomfortable to use. It is not comfortable to sit or lie on. A large portion of the sofa where you sit on has very little filling and it feels as if you are sitting on wood.

One of the sofas was fixed by a Brick repair individual. During his visit, by mistake, he cut the center of one of the seats. The hole is getting bigger and bigger each day. After this incident, another Brick adjuster visited and decided that both sofas need to be replaced.

After the decision has been made to replace both sofas, no one is responding to my emails anymore? Nobody has contacted me and no further actions have been taken to replace both sofas. I am still waiting for the replacement of both sofas.

Your involvement will be greatly appreciated.

I was in contact with Diana Corrado [protected]@thebrick.com and adjudication Sabrina Ting [protected]@thebrick.com from June 2017. I have emailed both individuals but unfortunately I have not heard back from anyone of them for several months!

Barbara & Ted Armatowicz - [protected]@hotmail.com
3000-88 Str. SE, Calgary, AB, T1X 0L5

Copy of email correspondence below;

Hi there,

You have been approved for a tech visit to come and look at the other sofa.

Thanks.

Diana Corrado | Customer Service Representative

The Brick - Calgary Deerfoot Meadows
9 Heritage Meadows Way SE, Calgary, AB T2H 0A7
P: [protected] l E: [protected]@thebrick.com

Please consider the environment before printing this email.
From: Basia Arma [[protected]@hotmail.com]
Sent: Wednesday, March 21, 2018 10:42 PM
To: Diana Corrado
Subject: The Brick - Customer Code: ARMA2327

Hi Diana,

I did not receive a reply. Can you please reply regarding what decision was made?

Your reply will be greatly appreciated.

Thanks,

Barbara

From: Diana Corrado
Sent: December 2, 2017 10:46 AM
To: Basia Arma
Subject: RE: The Brick - Customer Code: ARMA2327

Good morning,

Just to clarify, you have only been approved for replacement on one of the sofa's as per the other work order your additional sofa was repaired on 13-OCT-2017. Please let me know if you are okay with the replacement of one sofa and I will do up the paperwork.

Thank you in advance.

Diana Corrado | Customer Service Representative

The Brick - Calgary Deerfoot Meadows
9 Heritage Meadows Way SE, Calgary, AB T2H 0A7
P: [protected] l E: [protected]@thebrick.com

RE: The Brick - Customer Code: ARMA2327
Diana Corrado
Sat 2017-12-02, 10:46 AM
You
Good morning,

Just to clarify, you have only been approved for replacement on one of the sofa's as per the other work order your additional sofa was repaired on 13-OCT-2017. Please let me know if you are okay with the replacement of one sofa and I will do up the paperwork.

Thank you in advance.

Diana Corrado | Customer Service Representative

The Brick - Calgary Deerfoot Meadows
9 Heritage Meadows Way SE, Calgary, AB T2H 0A7
P: [protected] l E: [protected]@thebrick.com

Please consider the environment before printing this email.
From: Basia Arma [[protected]@hotmail.com]
Sent: Wednesday, November 29, 2017 8:05 PM
To: Diana Corrado
Subject: Re: The Brick - Customer Code: ARMA2327

Dear Diana Corrado,

Option one is not acceptable. We have business at home with many visitors and we can't accept this condition of the sofas.

We would like to have option two.

We have two sofas and chair in our big living room. Your adjuster Marco, inspects our sofas, made pictures and said that both (2 sofas) need to be replaced. He said that the chair is in good condition and does not need to be replaced but the 2 sofas need to be.

We do not want to get extended warranty on the new sofas and we will arrange transportation by our own means.

Regards,

Ted & Barb Armatowicz

From: Diana Corrado
Sent: November 25, 2017 10:28 AM
To: Basia Arma
Subject: RE: The Brick - Customer Code: ARMA2327

Good morning,

I have received further response from my adjudication and they have found that the unit is not economical to repair, so we have some additional options for you:

1) We could offer you a $600 in store credit to keep the sofa as is, which can be used on anything and is valid for six months.

2) We could offer you a replacement of the sofa. This would use up your extended warranty, so you will have the option to purchase new extended warranty on the replacement piece. As well, your delivery fee is not covered under your extended warranty so if you would like us to complete the exchange at your home there will be a charge or you can complete the exchange via your own means with no charge at our Distribution Centre.

These options are valid for 30 days.

Please email me back or call us at 403.692.1100 to take advantage of either option.

Thanks in advance.

Diana Corrado | Customer Service Representative

The Brick - Calgary Deerfoot Meadows
9 Heritage Meadows Way SE, Calgary, AB T2H 0A7
P: [protected] l E: [protected]@thebrick.com

Please consider the environment before printing this email.
From: Basia Arma [[protected]@hotmail.com]
Sent: Wednesday, November 15, 2017 8:27 PM
To: Diana Corrado
Subject: Re: The Brick - Customer Code: ARMA2327

Diana,

Your technician, Marko have made pictures and report. He checked both sofas and he said that both need to be fixed.

Let me know if you have any other questions.

Regards,

Barbara

back on DEC2017 we bought a TV and the sales representative kindly offered a sectional, we were not sure but he did his job and pushed us and we accepted the offer with the confirmation that delivery date will be FEB2018. Then near to FEB2018, I got a call that delivery date got pushed to mid MAR2018, then another phone call that new delivery date is mid MAY 2018 and today I've called to confirm the delivery and they can't confirm either that the sectional is being assembled and on track for delivery the person at the Scarborough, ON Store at eglinton 1900 East with name Minie (I'm not sure is her real name because I asked 4 times and she avoid to give me her name) she was careless to lose a client, I've asked to speak with the manager or some other representative in order to get more information she refused to give me a ph number or pass me with the superior. She said that's the process and they are going to deliver when is available, I would like a better explanation and a real Delivery date

Within a few months the stain started coming off. We went back to The Brick within a year and were told that they would not do anything because we didn't get the extended warranty. We are upset because this is a defective product and we paid a high price for it. It has now been a couple of years since we purchased the item but looking at it we are very disappointed and angry. We are seniors on a pension and can not afford to replace it.

Ordered a mattress. Noticed a hole in the bottem of the mattress and called to have it replaced. Drove an hour away to the nearest Brick to exchange no complaints on that. When we brought our new mattress home we noticed the bottem was a different colour then the original. Then when we proceeded to go to sleep the mattress was extremely hard. I was not informed that the mattress was going to be harder as I purchased a soft mattress.

I ordered bar stools march 24. In store pick up was scheduled for may 2. May 2 I went to pick them up only to be told they wont be here until the following day. Fine, I already waited that long whats one more day. My problem is why they couldnt contact me. (Text, call, email) so I didnt waste my time going there. The following day I ring the bell at the warehouse door and noone comes to the door. I then go to the front, walk through the store past at least a dozen employees (all wearing yellow tent sale shirts) no customers in sight. Not one said hi. Or asked if they could help or even acknowledged my existence. Stood at customer care for 5 mins and was told to go back to the warehouse and ring the bell. After ringing the bell and gaining access to the warehouse, the guy left right away without saying anything and I stood there for 20 mins b4 I rang the bell repeatedly. Finally the third guy said 'Hi how can I help you' Not impressed. Will not be a returning customer

May 1, 2018 is the day I found out about the lies and uninformed information. I had purchased a queen set/mattress on April 09th, 2018 at the Brick outlet on Kennedy Road in Scarborough to have this delivered for May 2nd, 2018. I then later went back to purchase a grey micro love seat which they had added onto one bill on 18th of April, 2018. This then changed everything. I called on May 1, 2018 to check for confirmation delivery date because they had not informed me of anything. I was also never told that the couch that I had purchased was out of stock. The purchase of the couch also pushed the delivery date of the mattress back which is just unreasonable. Because the first time, I had purchased the mattress, the salesman said that if I make the full amount for the mattress before the 20th, I would be able to get the mattress by the 1st of May. So now, because of this delay, I have to spend extra money to purchase a surface to sleep on in the mean time. I had also taken a day off just for this move. For the sales person to not have mentioned anything is just ridiculous. I was even looking forward to purchasing more items but now, they have lost me as a customer. On the invoice, it says "Our commitment is to you...our customer". The Brick Outlet in Scarborough definitely does not go by that. So I have to suffer because of the mistake made on their behalf...never going back ever again.

My boyfriend and I bought a dining room set. We got a call last Wednesday from an associate saying we could pick it up on Tuesday (which was yesterday). We got to the location which is 30 minutes away from us and we're told it wasn't there only at the distribution centre and it wouldn't be at the location until a week from now... so now we're having to drive to the distribution centre which is 1 HOUR AND 30 MINUTES away from us because someone called us and told us it would be in, and we both took the DAY OFF to get this table today and we're told we couldn't.

I have bought lots of furniture from the Brick and will most likely be switching to Leon's, this is ridiculous and an absolute disrespect of our personal time. When I'm spending MY money to purchase furniture from YOUR business I expect to be able to pick it up when I AM TOLD it is ready to be picked up. Not drive 30 minutes to find out the only way I could get it was to drive all the way down to Mississauga. So, because I'm absolutely furious.. I would like to know HOW I will be compensated for this?

We got appliances from the brick Whitby. Our fridge is broken and not working properly. I'm getting replacement fridge on May 11th. My issue is that I already paid to get my appliance installed. So I want someone to come and install my fridge on the 11th. I don't want to pay someone again to come and install my fridge. It's the bricks fault for sending me a faulty appliance so they should take ownership. The manager at the Whitby store was extremely rude and unreasonable. With this kind of service I won't be shopping at your store ever again.

We went to the Langford brick and were looking for a new TV and we found a rca 58 inch and were told it was a good one and since it was a clearance one it was a good price so we bought it, even though it took at least 30 min for them to finally charged us for it after waiting a very long time but when we set it up we noticed that the picture is horrible unless it's on hd but when we tried to exchange for a different model we were told we were out of luck and couldn't return it. Not sure if there's something wrong or if it's just bad quality.

Hello..
I purchased appliances 5 years ago.
The salesperson sucked me into the warranty $440.. with the promise of getting CASH back if the warranty was never used.
Well, it was time to collect. The store tells me no, I have to pick something out of the store now with the same value..
Very disappointed.
I feel like I've been lied too..
I even asked to get a gift card, but NO!
My question is what is the difference between a gift card and picking something immediatly

To introduce the purchase history of the complain:

This email was sent ot the brick on april 3rd 2018:

In 2016, we have visited your showroom and we were introduced to the current dining table/set by one of your salespersons. The advantages of having a marble-based dining table over wooden one, was presented to us by the salesperson and he confirmed to us, then, that the dining table is a pure marble.
We purchased the set and bought a 5-year warranty plan.

Since the day we received the table, we noticed the linings over the table-top and we always thought that this is a feature of this marble.

Recently, these linings started to grow deeper to a hazardous level. During the last weekend, bulk pieces started to drop off the table (pictures attached).
Since we have little kids, we started to feel scared and unsafe around it.

We need to request the following:

1. We require you to contact us ASAP to setup an appointment to assess, remove, and repair the table.

2. As a result of this, our satisfaction level has dropped dramatically in the quality of the set. Therefore, we request you to offer us a full refund plan if the table is not repairable.

We would appreciate the immediate action from your end as this table is becoming a major hazard source around my little kids.

Details of the purchase:
Model: 6 pc dining set. marble based.
Code: ALDOTDP6
Date of purchase: October 28, 2016. Account number: [protected].
Warranty plan: 5-year plan
Contact name: Sarah Wahbe
Contact No.: [protected]

Your immediate action is expected and appreciated.

This is the email sent to the brick.. The brick tell lies when selling their extended warranty and make verbal promises, taking advantage of the customer. I was talked into buying the extended warranty which I was told is unlimited and covers any kind of damage, and when my table broke they said its not covered. The same happened last year when I tired to use the warranty on my appliances. And now I am getting the same response for the furniture, their warranty is basically useless and a scam.
So I was basically lied to by the salespeople who gave incorrect information regarding their warranty plan. Their sales people lack integrity and honesty, and after I went back and confronted them with what they said they denied all the conversation that took place when they convinced us in buying this warranty. Their after service is unprofessional and they make you fell like you are begging for the service free of charge not that you are entitled for it and you have paid for it. When I asked the lady to send me their refusal to cover the table in a written email she refused to do so and sent me the warranty file only.

By default you have to give 1 star. The option of zero star is not possible.

Save yourself the headache and disappointment. Do not buy anything from the brick. The sales team only really cares about making the sale. They will neglect to warn you of details of incase you have any issue with the item. The we extra warranty usually won't cover the issue that you are havering. So your basically purchasing it for things that have a low chance of occurring.
If you try to return something. You can't. They don't accept any returns. Still trying to get my money back for my purchase that was fully paid for in advance. Customer service is a gong show. No wonder the average star rating on website is only 1*! The brick has all these policies and procedures to protect them and not the customer. They don't care about the customer. Saw someone being escorted out by the police for a minor dispute. Also seen may times people complain at the customer service desk. Also had an item set for delivery. Go a call a few weeks before asking me to change my delivery to a much sooner date.
Note once the item is off the truck and even if you don't open it, you can not return it.
If the item does not fit thru a large enough entry way they still charge you for delivery.
(before taking item off of the truck the driver does a visual inspection of where the item is supposed to go, and thenstroll "attempt" to carry the item into your house.. But they stop short and say that it won't fit and then leave.
No item whichnis fully paid for.
No refund
No return of delivery charge.

1000% scam!

I bought this couch on December 31, 2017. I picked it up myself. Within a couple weeks it formed an indent in the middle. I need to put blankets in the middle to sit on it.
It was replaced by the brick, approximately beginning of 2018. I stay at my boyfriends many nights a wee. The same futon developed the same indent/whole in the middle of it. I contacted Jennifer at 12016-107 Avenue, Edmonton, AB, T5H 0Z2. [protected].
Someone came out to get a quote on the amount it would be to fix it. I was called back and given the option of a credit in store or to replace the couch once again. I am looking for my money back. I am very dissatisfied with this product and feel there is a flaw in the construction of all of them.
I will be having it replaced once again this Sunday.
Again, I would prefer my money back. I bought a bed at Christmas and I am happy with that.
Dealing with Jennifer was challenging. She cut me off talking and was defensive. She is aware I am unhappy with the current arrangement.
I would appreciate a resolution to this issue as there is something very wrong with my couch.
I can be contacted at [protected]
Regards,
Cindy Cavanagh
Document number 0104819YETZ
CABAC23137
Salesperson: Gary M

I have purchased more than 30, 000 dollars worth of products at my local Brick store on Clarrance street in Brampton ON. And my service throughout the years seriously does not reflect this. We have been called liars, told to take our business elsewhere and laughed at. I am so deeply upset with the way that I have been treated with my latest transaction. This store makes numerous mistakes and forces the customer to pay. Their so called "apologies" are fake, sarcastic and not sincere and ultimately have made me feel like an unvalued customer. On my latest purchase, we were having a reselection completed and found a couch set that we loved. As soon as we got home we were contacted by our local store saying that they had made some mistakes and still owed the store over 400 for credits that were miss applied.in sitting down with the manager, we tried coming up with a resolution, he was sarcastic and unprofessional and is the reason I am creating this review/ follow up request.

We recently purchased a living room sectional, accent chair and table from the brick.
After giving our address we were offered to get a "delivery package" for $90. We were informed that this included drop off, set up and the removal of the garbage. We chose to take this option.
When the first half of our furniture was delivered, they dropped the furniture off, and left. No set up, no removal of garbage. When we called to inquire why we did not get this service, we were informed that was only go in town customers, which we were not. We were not given this information when we paid $90. Aside from that. One of our pieces came with a torn dust cover hanging from the bottom. When we called regarding it, we were informed to "just tear it off, you don't need it anyway". Well first of all, the underside of your furniture is very unpleasant to look at without a cover, and I do not care if some furniture does not have a dust cover, these ones do. We were incredibly disappointed with the rudeness and lack of respect we received during this process.
Next, we were informed that the rest of our furniture would be delivered in the middle of March. When the end of March was approaching I contacted the Brick to inquire where my furniture was. I was told it had conviently arrived to the wearhouse that day; however it would not be delivered to my house for another matter of weeks. Seeing as the delivery cost was a waste of time, I offered to pick the furniture up myself. I was informed that it would be ready for pick up on Thursday and I would go on Saturday.
Saturday arrived and I contacted the brick to ensure everything would go smoothly. I was then informed that it was not there. I was told, "you may be able to pick it up Tuesday."
I was prepared to pick it up Saturday.

We have been disappointed with every step of our experience buying furniture from the Brick.
We feel we have not been valued or respected by any member of the Brick team.

We will never be bringing our business to the Brick again, and we will be discouraging our friends due to our experience.

I bought a washer and dryer from the Brick in Calgary for my elderly mom in medicine hat on the weekend. The sales rep didn't give me any deals, actually lied to me that delivery was free then charged me cause saying I was in Calgary and it's out of town... not the way it works cause the product comes from a distribution centre so makes no difference on location. Even the sales guy I talked to at the Medicine Hat Brick. Then they went to deliver today and cause my mom couldnt get the hose off the washer they left the new machines and the old machines in spralled in her small appartment. Told her to get a plumber. So we did and I called them to come back and hook up the washer and dryer as stated in the contract. They refused saying that this is their policy, if you don't disconnect they wont come back. THAT WAS NOT MENTIONED WHEN I BOUGHT THEM.
I talked to Brad Ceoward who said he was the manager of the Calgary Beacon Hill store. Had me on speaker phone and didn't offer any customer service, just kept repeating that I could go to the website and submit a complaint and nothing would be done cause that's their policy. They would not come back to hook up the units and I said I dont want them and they said their is no return policy they are mine good luck. I will never shop there again.

I purchased mattress and mattress protector kit from brick store coventry road brampton. I received the mattress but not the protector kit. I called the store no of times and everytime they told me that they will figure it out and give me a call back which i never received. Then after few weeks I went to store to figure it out they said they its late nw but we will send the email to concerned department and figure out and will give u a call again which i never recieved. Again i made calls and finally went to the store and i got the answer from the manager this time its already very late nw so we cant do anythimg about it. I paid the price for the product which i never recieved. If i am asking for the product now they are saying its delivered from our end. Now neither they are giving me my product nor they are refunding my money back. This is really the worst service. I will never visit this store again.

I ordered a fridge and said before I ordered that it had to be a Saturday delivery. I was assured that was not a problem and was even brought to the customer service desk where the associate told me it was scheduled for Sat. Mar. 24, 2018. The night before I received a call saying that they do not deliver to our location on Saturdays, but told me the distribution centre would deliver the Sunday (Next day). I was called again on the Sat. To say the distribution centre would not deliver to our address and that our fridge had to be shipped out of St. Catharines on a Tues. or Fri. only and of course during the day when my husband and I both work and are not home before 4:30 p.m. Every excuse was given to us and nothing resolved. If they did not deliver on Sat. as promised to our location, I would never have ordered. This has been the absolutely worst retail experience ever. I ended up cancelling and have ordered through Home Depot who does indeed deliver to our area on Saturdays. Shame on the Brick. Would never recommend to anyone ever again.

I ordered a bed frame and two end tables over a month ago, and still waiting… They made me take a day off twice, and two days ago only just delivered a half of the delivery which is the draws and the two end tables the headboard and tailpieces Are missing and the bed still not cannot be mounted.
I called the manager at the brick in Mississauga where I ordered it to no avail, I need somebody near the top to deal with it have attached the letters… See below

I also need somebody to contact me ASAP to resolve this issue

They did the installation of my washing machine/ drying machine on Wednesday and said to my boyfriend that the appliances were not fitting in the closet where they are supposed to go. First, they did not try at all, they didn't install the tips on both ends of the dryer hose. So the hose ended up being damage in between the dryer and the wall (Which the hard plastic tips would have to prevented) They didn't even make the effort of flipping the dryer door so it would open the right way. Plus, they left all the plastic bag there and my cat ended up eating some. So I paid for the delivery and the supplies and I'm ending up having to buy the supplies again. Really disappointed.
When I tried to call in store to fix the situation I waited an hour on the phone and NOBODY took the line.