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2.3 1339 Reviews

The Brick Complaints Summary

419 Resolved
915 Unresolved
Our verdict: Engaging with The Brick, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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C
8:08 am EDT

The Brick appliances

to whomever
After reading some of the other complaints with the brick service and people never receiving an answer, I suppose it will happen to me as well.but..
Over 3 months ago I ordered several kitchen appliances so that things would be in place when our kitchen was renovated. A week before cupboard installation I called to confirm that our appliances would be delivered the following week. After 3MONTHS I was told they hadn't even been ordered! One of them, the fridge had been discontinued but no one called to allow us to re-order! this also interferred with my plumbers and electricians I had lined up for the job--lost them to another job! It is now 3 weeks since my first call to inquire about my purchases and I still don't have them! Keep being told they will be here on a certain date but it never happens. I have also since re-ordered one of the appliances from another store and it arrived in 5DAYS! Yet the Brick can't get anything here in 3 WEEKS! This will be my last purchase from any Brick store ever and I have passed this happening along to many other people and told them to be aware of shopping at the Brick!

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scotiia123
Thunder Bay, CA
Dec 16, 2009 2:27 pm EST

i bought 2 sofas from the brick..one couch came with no legs..3months later after numerous visits each time no one recalling that i had even been in to ask for these legs i still didnt have them...and they new nothing about it...come on!

Second couch breaks in the centre support ..there was extended warranty on this one..the fix was the guy comes and puts a ugly fifth leg in the middle..it now wobbles because the midle leg is to high and if you sit on the couch you slide right off it it is useless

ok..first couch they cant order new legs so they had to order a new couch..3 and half months later..now i can pick up just the legs or get the whole couch delivered..

the broken useless couch they will not replace..because it was a clearance item they wont take it back..do they tell you that when you buy it no..never buy a clearance item...and this couch is now ugly with a 5th leg which bonnie at the thunderbay brick told me i was very lucky to have now..if it was her couch she would be very happy to have that 5th leg..well if she wants a couch with a fifth leg that doesnt match and sits higher than the other 4 legs she can have the couch...we cant even sit on it

the ### of it all is they did tell me we would be getting two new couches when they called keep in mind i have for three months been talking to every women in that office..she basically said that no one would of ever told me we would be getting two new couches..so she called me a liar with that comment and that alone compromises my integrity...who is lying here people..THE BRICK!

they told me the manufacturer of the couch would not even respond to them so they could get new legs so they had to order a whole new couch...THE BRICK IN THUNDER BAY everyone...the products are garbage...the customer service is pathetic...the integrity of the customer service and service department is even worse..my suggestion is to stear your car far away from the parking lot and save yourself the trouble of what in the future will become frustration and disappointment.

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Samdra
Edmonton, CA
Mar 10, 2009 12:42 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

How did you vote in the last election? Did you vote neocon?

ComplaintsBoard
K
3:38 pm EDT

The Brick damaged furniture

I a bedroom suite and a bed, when I received the furniture the headboard, dresser and mirror all had damages on them. The box spring had a tear in it. Then I didn't pick up the matress pad with the purchase and it wasen't delivered when it was suppose to... when called they said to pick it up. When we went to pick it up we had a hard time with them giving us the item, they said that it was delivered!
I was very upset...they offered me back 250 but that means i have to keep the damaged furniture...the only reason i took the offer was because I had no way of returning the furniture and getting the replacements redelivered.

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shenhe324
ottawa, CA
Jun 25, 2011 6:07 pm EDT

i totally understand. I purchased from Brick, they are defective products. I do not know who to talk to, and what to do with it ! There is no one can protect buyers Rights !

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K
12:17 pm EDT

The Brick Poor customer service

I purchased a gas range on the don't pay a cent event. Within 6 months the oven blew out. The store made us wait for weeks promising an appliance repair visit. That never happened. After hounding them for weeks they finally decided to replace the stove. The salesman told me that my new "don't pay a cent event" date would start when I received the second stove. Six months later I have their finance company calling to say my Brick account is deliquent. I called the store for an explanation and I was told the salesperson should never has promised the financing would start with the replacement stove. I ended up paying interest because of this mistake. I never got an apology or real explanation. This store has been very deceptive and it seems like the customer is always WRONG. Kim

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9:01 pm EDT

The Brick terrible service

We purchase a samsung tv from the brick on boxing day, after 3 months there was a black spot on the television so we call service, transglobal service. Order the part the end of may, now the middle of aug and no part... Which means no tv. Spoke to the brick about this and they to asked us to contact transglobal, at one point transglobal asked us to samsung... We have made many calls to try and get our tv back in working, no luck! It's taking 3 months for the briock to fix our tv, there is no communication, absolutely no service, from samsung or transglobal. I can`t believe companies can hide behind these `hired hands` I am sure samsung`s products are suppose to last more then 3 months... You think a company like the brick would try to look after there customers instead of hiding behind service providers such as transglobal service, and you would think transglobal would try a `wee`bit harder tgo keep there customers from calling everybody else complaining about them. I`m glad none of these people are running my company, I would be working for somebody else!

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Vicky Kostantakakos
Ajax, CA
Mar 06, 2009 1:00 pm EST

I had to deal with Transglobal for my washing mashine, I waited 4 weeks for a part, and when the part was replaced the washing machine did not work. I called back and had the service guy a week later telling me that there was another part they needed in order to make it work. I waited another 3 weeks for them to tell me that the washing machine was not repairable. I was told that Transglobal was waiting for a new washing machine COMPARABLE to the one I had. They aproved a washing machine, and thats when all the fun began! I had to deal with the Brick Superstore @ Scarborough Location. The Supervisor Christine, who probably carries a high school degree if shes lucky, told me that the washing machine that they aproved me for was in back order and would arrive on the 28th of February, I asked her to look for another model that was comparable to my old one and deliver it. She said that it wasn't possible, that was the model that was aproved. I asked to speek to a manager and Christine said that the manager would say the same and direct the call back to her. On the 28th I called the store to ask about the washing machine and thats when they finally transfered me to a manager that was very helpful! After the delivery of the washing machine we noticed it was not comparable, I called the store and was hung up on 3 times, the manager called me back and offered me to go and pick a model I like. I WAITED THREE MONTHS FOR A WASHING MACHINE, AND THE BEST PART ABOUT THIS IS THAT I HAVE 5 CHILDREN!

ComplaintsBoard
J
12:29 pm EDT

The Brick shoddy service

I had gone through a divorce and needed some quick, low-cost furniture to fill my new apartment, and I desperately needed a new couch; something that would last me a couple of years until I was back on my feet and able to purchase BETTER furniture down the road.

I picked out a cheaper couch, on sale, and arranged for delivery. To my pleasant surprise, delivery was FREE. I mentioned to the saleslady that I had a very old couch now and wanted to get it out of the apartment before the new one arrived. She said that the delivery guys would take the old one FREE OF CHARGE. I was quite surprised, and did say that I was more than ready to pay for the service. She happily said, "No..we do this once in a while and it is no charge to the customer." Upon completing the purchase contract (which I paid CASH), an addition was made to the contract that the delivery guys were to take the old couch away. This was NOT printed on in pen or pencil, but added on the finalized contract via ink jet printer. I left pleased with my purchase and happy that I would get hassle-free delivery and take away...and all for no charge. Even though I was and had been ready to pay for the service. "Lucky" me!

The delivery lunkheads arrived the next day, and upon opening the door to my apartment, the lead guy blurts out, "We don't do charity work", in a very gruff tone. When I asked what he was talking about, he pointed to the contract in his hand and referred me to the spot that had stated that they WOULD be taking the old couch away. When I explained that the saleslady had said that they do this regularily, he stated, "Well I guess she lied. We don't do that." He then said if I had a problem, then I would have to take that up with the salesperson.

I let them in and they brought the couch into the living room. They dropped the couch off, turned around, and left. I found it somewhat strange that they didn't even unwrap the couch (plastic and cardboard packaging) or bother to attach the metal legs. I looked over my contract again, and it CLEARLY STATED, that the delivery personal did INDEED unwrap the product, take away all wrapping and packaging, and install any legs or pieces as needed. The legs needed installing with a drill and here was was...with no drill! Therefore, I could not put the couch together!

I phoned the General Manager of the store the next day and explained the situation. I explained that the contract stated that the old couch was to be taken away - it wasn't. I also explained that the delivery drivers were extremely rude, didn't unwrap the couch or take away the packaging AS STATED IN THE CONTRACT, nor did they put the couch together AS STATED IN THE CONTRACT. I went on to explain to her that this situation could very well have a happy ending as all the drivers had to do, after they had finished their deliveries for this day, was come by my place, throw the old couch in the now empty truck and dump it in the company's very large waste bin. Problem solved. It may cost the Brick an extra hour in wages for the drivers to make the extra trip, BUT was it not worth it to make good on what they had AGREED TO IN THE CONTRACT? She re-iterated that the saleslady was wrong in including that stipulation in the contract. I concluded that that may be so, BUT she put it in the contract! She's your representative. The BRICK is obligated to abide by it. The GM couldn't understand this concept, and seemed confused. I went on to ask why the drivers didn't take away their garbage or construct the couch as STATED ON THE CONTRACT, but again, she had no answer and could only say, "I'm sorry you are not satisfied." I further said that I would be satisfied EVEN THE NEXT DAY if the drivers would return and do what they had been UNDER OBLIGATION BY CONTRACT to do. She didn't understand this concept either. I ended the conversation by explaining to her that I was also in the Sales and Marketing field and that I found it head-shaking that she wouldn't even consider spending a hours wage for 2 drivers ($20.00) to honour a contract that the BRICK had signed. Furthermore was losing a customer over $20.00 in wages worth it? Apparently so, as she could not grasp this concept either. I hung up frustrated, and amazed that a woman in the position of GM at a large retail store had no idea whatsoever about customer retention concepts and customer problem solving. I took Marketing in college and this was simple "Marketing 101". But here she was without a clue on what to do or how to satisfy a very simple problem, EVEN WHEN THE CUSTOMER HAD PROVIDED THE SOLUTION!

I ended up borrowing a screw gun off of a neighbor and putting the couch together with much problem. It seemed some of the makings underneath did not line up. I ended up having a carpenter friend come over and eleviate the problem. Seems the couch was put together wrong and needed some re-doing underneath. He was able to fix it, but not without effort. I also hired a local man to cart away the old couch. I happily paid him the money I had earlier set aside as a tip for the BRICK delivery guys. Needless to say they did NOT get the tip ($20.00).

I finalized my BRICK experience with an email to the top BRICK executive in Edmonton, Alberta, explaining everything rationally and calmly. I of course received no reply. It figures. Anybody who could put a GM in place that had absolutely NO concept of marketing, relationship building, or written contracts, probably wasn't very bright themselves. I finally came to the conclusion that there must be serious nepotism involved in the hiring of BRICK managers. What other explanation could there be for such doltish "decision-making"?

NEEDLESS TO SAY, I never again shopped at the BRICK and have often told the story to others to keep them from buying garbage furniture from a retailer who has garbage service and even worse management. Myself being in the business, that hasn't been hard. I'm sure I've cost the BRICK a few living room suites over the last while.

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MysteryShopper76
, US
Nov 06, 2015 8:40 pm EST

It was probably an as is purchase

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mahirap
Vancouver, CA
Mar 11, 2014 11:12 am EDT
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The Brick has an awful customer service- from the salesperson to the manager & including the customer service in Alberta. If I can't resolve my problem regarding the Sales Receipt, the empty promises and the broken Reclining chair I will need to ask any media company print or TV to do a special column regarding companies like The Brick. They misrepresent on their sales offer just to get the sale and they are a FRAUD to the retail industry. The Consumer Protection of BC doesn't handle retail complains but suggested to report to BBB. If BBB can't help I will have to sue them in small claims court that the entire sales was fraudulent. Since the salesperson kept on promising free stuff but at the end of the sale everything that was offered as free has a price to it. The salesperson in Central City Mall in Surrey his name is Kiran Harsimran don't buy from him he is a total liar and fraudster. He misrepresented the total sale he got from us which is worth $1795 for a Reclining Love seat & a matterress. The recliner won't properly recline & the wood on the back is broken. No one from the service dept offered to repair they just offered refund the money paid or reselection. I can't take the offer because the receipt was written wrong he fudged the numbers around & made the reclining love seat so cheap i won't be able to buy anything decent for $598. and the real sale price of the reclining love seat was $1034. But he put the price to the 2 giveaway item he said was free so now that i have to claim for the reclining love seat they will only give me $598 or reselection. We were totally screwed by this Brick salesperson. He didn't even offer any Warranty for all the items we bought. I will still try to go to The Brick to talk to the Manager about this fraudster. Kiran you should not be in sales you are a cheater & should be fired. I am not yet done with this dispute against The Brick. I am still looking for the right place who can help me fight this company.

ComplaintsBoard
S
12:58 pm EDT

The Brick defective furniture, poor service

Ordered from the brick on june 6th 2008. Still awaiting last piece without a defect. Every piece has been sent back at least once for damages and defects. The brick or any other retailer does not have to accept returns but I would like to educate some people on their rights as a consumer. Under the Consumer Protection Act 2002. Every consumer is entitled to quality of service and quality of goods. Under section 14 of this same act Misrepresentation is an unfair practice. As far as I am concerned the Brick has ample time to provide me with non defected furniture it is now going on 3 months and still waiting. I was told pretty much I would have to wait until aug 12 for their shipment to come in and they would call me and let me know what was going on. I have even made them put a note to check furniture for damage or defect and they still have sent me crap. No one has done anything for me they have compensated me for my time off work waiting for them. They will not take anything back because I basically don't feel that this company deserves $6000 dollars of my money so they can give me the run around. They false advertise that they provide customer satisfaction and quality product I have yet to see this. Consumers if you have problems like these look up Ontario Government Ministry of consumer and corporate affairs. Call there toll free number they will ask you to first go through the chain of people if there is no resolution or you do not agree with the resolution send a registered letter to the company stating these acts and give the company 7-10 business days to reply. If this company does not reply within that time frame you have every right to call and report them to this branch. This branch helps consumers that are getting no assistance through the company, it deals with defective product and quality of service. It is time big corporations like this be held accountable for treating customers a third class citizen.

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Update by Sonia
Aug 01, 2008 1:05 pm EDT

sorry correction the location is the brick 3025 ridgeway dr mississauga. And there phone number is [protected]

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C
8:48 am EDT

The Brick wrong item sent

4 months waiting for couch and ottoman, then they send the wrong style ottoman and try to tell us the one we saw on display was never made for that couch. Even though the one we ordered was a Rhea Hazel Wedge Ottoman and the one we saw was a Rhea Stone Wedge Ottoman, only difference was the color of the cushion. We ordered an ottoman that was square and ended up with a rounded one, and were told its square on 2 side. Last time i chk'ed square mean all for sides are equal. I have been a customer for 12 years 2008 is last year i will ever buy anything from this company. They screw up and then try to blame you... real nice..

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1:53 pm EDT

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!

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B0SS
, US
Nov 04, 2015 6:02 pm EST

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

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JL B
Mississauga, CA
Feb 02, 2015 4:12 pm EST

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.

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Nameless Consumer
Edmonton, CA
Jul 14, 2011 8:38 am EDT

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 ;)

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vai
, CA
May 09, 2011 3:31 am EDT

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.

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vai
, CA
May 09, 2011 3:25 am EDT

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.

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PoED082
Gatineau, CA
May 03, 2011 3:43 pm EDT

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.

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On a whim
Toronto, CA
Feb 02, 2011 10:49 pm EST

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...

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KannanG
Mississauga, CA
Jan 21, 2011 4:00 pm EST

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

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J Jamma
, CA
Jan 15, 2011 8:15 am EST

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.

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gonape
, CA
Sep 23, 2010 1:37 pm EDT

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

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C
12:44 pm EDT

The Brick 4 months and no couch

If i actually do receive this couch that i ordered in April, it will be the last purchase i ever make at the brick. Still waiting to even see it, kept getting told one more month one more month. Now they say its in transit but can't guarentee when it will be in?

We were never forewarned that there could be this long of a delay by anyone including the manager. Never got a phone call from the company, we had to call to find out whats happening with our couch. Never had a problem before with the brick, but after this will never deal with them again.

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seedog
Midland, CA
Jul 17, 2009 7:38 pm EDT

If you type in "Leons", "Bad Boys", "Future Shop" and the countless other corperate wide stores that exist you will find lists of complaints.

Unfortunately after reading the complaints of many of these people I learned something else. Everything they have experience is the company's fault..no one takes ownership of their own presumtions and the fact that they didn't take it upon themselves to educate themselves about their product before they purchased it. I just find it a little too convenient that everyone get to blame all these companies without taking any of the blame upon themselves.

I'd honestly have to lean towards some of what "corporate" said. There's all kind of potential obsticals when ordering from any of these stores. If you order something with far in advance there's a chance that you may catch them at a time when they're in the process of manufacturing more of your product. To top it all off what if the manufacturer needs more time to make your order. It ultimately comes down to the manufacturer and not the store. Anyone who works in the biz or has worked in the biz knows this to be 100% accurate.

The bottom line is this. If you need something for a future date. Order it ahead of time when there's stock available then get it right away and put it in storage if need be. You have to be open to the reality that if you put something on a post order date that they may be out of stock by the time you need it. So you have to be willing to bend a bit. The manufacturer makes these as fast as possible but sometimes everybody and their dog order an item so it takes some time.

That's another thing I notice..everyone complains about the time frame they get items in, but certainly no one complains about the price. And to be quite frank I feel people can be a little rediculous as to what they expect for the amount they paid. Both in service and quality of product. The term "you get what you pay for" definately still hold true.

Why can't people take it upon themselves to be a more educated consumer(e.g. electronics come with an instruction manual for a reason)? Sales consultants are there to sell..they aren't there to educate unless the customer takes it upon themselves to ask. I chose to respond to you over some of the other responces because you don't appear to make this out to be as much of a witch hunt as others.

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Gerard S
Mississauga, CA
Jul 11, 2009 9:37 am EDT

Do you know anything about the sales industry at all? Although the manufacturer may be at fault for a late delivery, you purchased the product from a certain reseller. This is reseller is to work as your representative on your behalf to find out what happened to your product. As a reseller, a big part of what they do is to typically stock items and if they dont have stock should have a good idea on both lead times if the product was instock and needs to be shipped or if the item needs to be built.

From what I read regarding all these comments about items not arriving on time, or in the condition that they expect I would put the blame on the shotty sales people. Because they get paid on commission on bulk sales, they seem to get away from the service side. You clearly sound like you are a sales person for one of these companies.

Quote: " 29 days ago by Corporate 0 Votes
You guys have to understand the buisness. YOU the 1/100000 ( and dont get me wrong you are JSUT as important as one of them) But the company has no control over when they get the product. I date from teh manufacture ie. Linkwise furn co. or Haining Mai sofa inc. says well have them for you on April 1 so the company says well have it for you on april 15th. Explain to me how its the companies fault when what they purchased doesnt arrive? Same as you want me to explain how your furniture didnt arrive. I suggest next time you have a trivial problem such as this, call the store in questions wether it be the brick, leons, ashley and get the manufactures phone number. Or be more flexible...either one. "

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Corporate
, BH
Jun 11, 2009 7:11 pm EDT

You guys have to understand the buisness. YOU the 1/100000 ( and dont get me wrong you are JSUT as important as one of them) But the company has no control over when they get the product. I date from teh manufacture ie. Linkwise furn co. or Haining Mai sofa inc. says well have them for you on April 1 so the company says well have it for you on april 15th. Explain to me how its the companies fault when what they purchased doesnt arrive? Same as you want me to explain how your furniture didnt arrive. I suggest next time you have a trivial problem such as this, call the store in questions wether it be the brick, leons, ashley and get the manufactures phone number. Or be more flexible...either one.

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Aug 30, 2008 10:13 am EDT

SAME THING HAPPENED TO WE ORDERED IN JUNE AND WE STILL HAVE NO COUCH, THEY KEPT SAYING IT WAS ON BACK ORDER... AND I JUST FOUND OUT ON FRIDAY THAT SOME 1 AT THE STORE CANCELED MY ORDER... SO IVE BEEN WAITING, AND HAVE BEEN LIED TO, AND DID I MENTION IVE BEEN SITTING ON THE DAMN FLOOR!

WOW I HATE THE BRICK!
### THE BRICK SON'S OF ###!

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Sonia
,
Aug 01, 2008 1:09 pm EDT

Ontario Government of Consumer and corporate affairs- deal with them

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Rob
,
Jul 24, 2008 9:12 am EDT

I ordered a couch in November of 2005. At the time I was told that they had the couch in one of their other warehouses. Delivery date of a couch and mattress was supposed to be 1 week. The day of delivery they were supposed to show up between 9am-12pm. I took the morning off work only to have them not show up until 2:30pm with just the mattress. The delivery guys said the couch was on back order and to contact the Brick about delivery time.

I call the Brick and they tell me that the couch was a popular item and unfortunately they sold out and were waiting for a new shipment to arrive from overseas. I go into the Brick I purchased it at and talked to my sales guy and he tried to back pedal when I questioned him on why he did not tell me I wouldn't be getting the couch for a while. His manager then stepped in and basically tried to sell me another couch. The catch was, they had no other couches that matched the price of my original purchase. So they wanted to up-sell me on another couch.

I then went to another Brick in the city and noticed they had the couch I had purchased still on the floor. A salesman approached me and I discussed purchasing the couch. I got the same story about how they had none in their warehouse but there were couches in the other warehouses and I could get it delivered within the week. I told him I was not interested in waiting a week and his manager stepped in and told me that they actually do have a couple in their warehouse that were on hold but that he figured he could steal one of those and have it delivered next day as long as I did not walk. I then told him I had one on back order and laid out the scam they were pulling on me and he basically walked away and said that if I have one on back order I can not get credit on it to purchase the same couch from a different store.

Anyway, I canceled my couch, but 4 months later a delivery guy shows up with the couch to my door. I call the Brick and turns out they never canceled my order. I decide to keep the couch. Then a few months later I find out that instead of the 9 months 'no fees, no interest' deal I was given was entered in by the sales person as 6 months and I get a call from the finance people regarding my missed payments. I told them I only just received my couch and I should get no interest from the date of delivery. But no, they give you no interest from the date the Brick guy punches your info. into their computer.

All in all, the Brick was the worst shopping experience of my life. I will never make a purchase from them again and would suggest others steer very clear. I don't know why all these big furniture retailers treat their customers the way they do and how they continue to stay in business with their lack of service.

ComplaintsBoard
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8:49 pm EDT

The Brick service and no return policy

My son had purchased a flat screen tv with mount (Extra cost of coarse) (2008) do not pay for 15months, but pay the gst up front (Warning-watch out for the no return policy) after purchasing the tv my son moved into his first apt three weeks later. Realizing that the landlord would not let him place holes in the wall for the mount, since the stud in the wall was down the middle of the fireplace and his mount is connected by the ends. My son tried to return the tv (Not even used). He was told that there was a no return policy and that it was at the managers discretion (Young and rude manager) one sales person had told him to set the tv on a stand or buy another mount for more money (Of course) his living room is barely 6-7 feet wide. Another sales person told him to place it on his coffee table. (40" one foot away from the couch.) one manager told me that its my sons problem and he was old enough to know better. He was not offered to even have store credit, only told that he had the first 3 days to return it (Again in small writing) what happened to good sales people that tell you about this policy, they are just waiting to make a big sale. Now my son has two tv's in his bedroom and paying big buck for one that just sitting on his dresser. As well as my nephew ordered a couch and chair, bedroom suite and bar stools, none of them ever arrived and the bar stools came with the wrong parts. When I mentioned this to the manager and I told her that he was canceling his order, she told me not to threaten her with that. Not only is the sales a rip off, but the sales reps and managers display horrible service. If I had personnel like that I would fire them. I even sent an email for help or advise and still have never heard back from anyone and that was over a month ago. Sure the brick is not worried that they just lost a customer but I hear that their are many unhappy customers hear in calgary. I know that my family and I will never buy anything from the brick again.

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Update by Sadie
Jul 05, 2008 4:34 pm EDT

phone number is wrong

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D. Hatt
, CA
Oct 24, 2017 8:19 pm EDT
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Is anyone else aware of the [censor] return policy for electronics at The Brick? I got a soundbar and it is not what I wanted. Have it all packed up in original packaging, no damage whatsoever and discover they wont take it back once it has been opened. I checked with "Source" and they tell me they have a fifteen day return policy for opened, undamaged items. Comments?

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roberto_carlos
Calgary, CA
Nov 19, 2011 4:48 am EST
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The main thing is that other companies are doing better business than The Brick. So rebutal, SHUT UP.

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roberto_carlos
Calgary, CA
Nov 19, 2011 4:47 am EST
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rebutal works for brick

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rebutal
cambridge, CA
Jan 30, 2010 8:22 pm EST

Why should they take back the tv? Most rental units will not allow a tenant to drill into walls. You obviously spent some time with a salesperson, why should the sales person lose their earnings because you didn't take the time to find out if you could mount the tv in a rental unit. The store would now have to lose money by selling it at a discounted price because they can no longer sell it as new. You are the reason prices in retail are the way they are.
I am sure there is more to your nephews story that you are not telling.

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Brad
Calgary, CA
Feb 18, 2009 2:26 pm EST

Well why don't he put this TV on a stand instead of mounting it to a wall?

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8 months pregnant and bedless
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Jul 08, 2008 8:28 am EDT

I am 8 months pregnant now, and ordered the matress that is advertised every 5 minutes on TV ( mind u in king size not queen), on the 01June08 and was told that it would be about 2 weeks, well I have called back every week since then and have been told that it is backordered, that is is a special order, that it has to be MADE! Since when is a KING SIZE matress a "special order" everytime I call its a different story and usually two weeks more that it will come, they advised I can have my money back and I guess I am going to take that option as I need a bed. PLEASE do not buy anything from the SUnridge Brick as they are ALL INCOMPETENT and VERY rude when you call.

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6:16 pm EDT

The Brick no communication for payment protection plan

When initially signing up for Brick credit card, I signed electronically and was not shown the screen monitor. No explanation was given to me as exactly what I was signing. 2 months later, I notice I am being charged for payment protection plan coverage, and that I had signed for this. Not made aware as to what exactly I was signing.

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Deo
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Sep 18, 2016 10:43 am EDT

I had the same problem with the brick. We bought a corner sofa from the brick furniture store in Heartland Mississauga, and took their zero monthly payment plan for 18 months. My wife signed on an electronic board, and nothing was explained to us. Ten months later we realized that our brick bill was higher than what it was when we received the first bill. And, just like all the other comments on this site the brick produced a signed photo copy of some kind of payment protection plan which was never explained to us, and never made known to us. We never even received a copy of the payment protection plan. they claimed we signed. When spoke to the manager that was in the store, he said to same thing to us, "you should check your bill". My parents never shopped at the brick after they were scammed there, and now I will never shop at the brick again. It was my very first time shopping at the brick, and it will be my last time shopping there.

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Lily2014
Winnipeg, CA
Dec 19, 2014 11:00 pm EST

We had the worst experience dealing with this issue.
When we sign the paper, the sales man in Regent store of Winnipeg did not mentioned a word about the payment protection plan. The only reason we sign for the brick card was we want to take the advantage of 18 month no interest. We asked the sales men at least three times, is there any other charge come with the card we have not been told yet. He clearly told us no.
6 month later we found we were charged over 700 for this payment protection plan. We went back to the store to talk with the manager. He told us it is our responsibility to check the bank statement. The sales man was nice to us, he told us the reason he did not mention the payment protection plan was we signed the cancellation form along with the application. He will try to solve this issue. However, we never heard from him again. We made a complaint to the brick. What they got back to us was interesting. They told us the sales man changed his story. He said he only told us that because he feel threatened. Therefore, we have to pay.
This is the first time I was treated so unfairly in Canada since I immigrated to here 8 years ago. The store manager made some racist comments on the fact we are new to Canada. He said we need to "learn how things get done in Canada". I guess he has his point. This is a learning curve for us. What we learned from this is I'll never set another foot in the brick stores.

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bigpete
, CA
Feb 22, 2010 10:04 pm EST

I hear you brother. I signed everything once I heard that it's "mandatory to sign up for the payment insurance plan but it can be cancelled with a simple phone call". Well after I phoned the number to cancel, I was told I had to fax my cancellation request into them in writing. After I did that, nothing happened, I got charged a $40 fee on my next statement. I went into the Brick asking why I was being charged and I was told that it was just a timing thing and it would be reversed on my next statement. After another month and another charge I phoned the number again asking why it had not been cancelled. I was told that they had never received my fax, therefore it was too late to refund my money (now $100 in these bogus charges) but I could cancel the plan going forward. I went into the store to complain and was told that the charges would be reversed, and now a couple of months later, still nothing.

All this on top of the fact that I had to return parts of the bed I bought five different times before I finally got a bed that would fit together how it was supposed to. I slept on the couch for a good 2 1/2 weeks.

I will never buy anything from the Brick ever again and I will discourage others from doing the same for as long as I live.

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Frustrated Consumer 1
, US
Jan 07, 2010 3:33 pm EST

we are facing the same problem...they hooked us up with some payment protection plan and when we wanted to cancel it they can't do it over the phone yet they are able to offer it to you. they gave us a number to fax our request it's been 3 months since we did that but it's still charging us the insurance premium...what a rip off...once it's paid off...never dealing with brick again.

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haushinka
, CA
Oct 20, 2009 10:14 am EDT

That's not true. It was added to my account even though I didn't sign. I went in and asked 8 months later for the original contract once I noticed the charge. They printed it out and said that I never signed anything. After fighting for it they refunded all my money. They will charge you even if you don't sign for it.

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Sarah123
Prince George, CA
Aug 01, 2009 9:34 pm EDT

In response to your complaint about the “Payment Protection Plan” please be aware that this would NOT be added to your bill if you HADNT signed for it. If you go into a brick store they are able to print out your original credit application and show you the SIGNED COPY with YOUR signature. If you would like this to be cancelled simply go into the nearest Brick loaction, fill out a small form, and it will be cancelled THAT DAY.

Dont blame others because of your inability to ask questions about the papers you are signing.

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Lee
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Jul 31, 2008 11:42 am EDT

They did the exact same thing to me when my wife and I bought our washer & dryer set. Not a single word about payment protection and it wasn't until months in to paying our machines off that we noticed this nice extra charge they had been billing me every month. When we called they explained that it's automatic when you electronically sign with their card. That's a lie and if not completely illegal it's at the very least incredibly unethical.

I have another write up to submit regarding the Brick in Wpg regarding these purchases but I'll submit it after it's completely resolved (we've been waiting for weeks for a "back order" on a small part for the $2500 washing machine I bought from them).

My Brick Card is now toast. I'll never set another foot in their stores unless it's to speak with their management regarding this current situation.

The last time I had service this p*ss poor was at Future shop nearly 10 years ago.

Lee

ComplaintsBoard
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7:00 pm EDT

The Brick terrible customer service

I wanted to bring to your attention a recent conflict I’ve had with the Brick Furniture Retailers in Peterborough, ON. In November 2005, my husband and I purchased a 9 piece dining room set from The Brick in Peterborough. At the time of purchase we paid an addition $200.00 for their “Full 5 year Blanket Coverage Program”. This was purchased due to the fact that the seats of all six chairs are upholstered in white fabric. This program covered all spills including all household beverages, ink, cosmetics and even nail polish.

Unfortunately, on Easter weekend (March 23, 2008) one of our guests accidentally spilled red wine on the table which leaked onto one of our chairs. I contacted Brick on the day after the incident. We were told that we were responsible for covering the cost of having the chair professionally cleaned. The chair was professionally cleaned, using the Brick’s recommendation for a cleaner, the following day and was a $68.00 out of pocket expense.

It was then the Brick’s responsibility to replace the material on the chair. Following weeks of contacting the Brick and many failed attempts, I finally learned that the Brick no longer deals with this particular manufacturer. The Brick then asked us to bring in the chair and they were going to attempt to clean it (weeks after the spill). Finally, I was told that there was no other option but selecting a different upholstery for the chair cushion. I went down to the business where the Brick had taken the chair to try and select upholstery which was similar to our current color, pattern and texture. The sales lady at the upholstery store was fantastic. She must have gone through almost ever book to try and match it. In the end we found a fabric which was the same in color (As I’ve found out, true whites are hard to match), however, the fabric was a totally different pattern and about 25 time thicker than that of the original fabric.

I had agreed on that fabric and have asked the Brick to recover all 6 dining room chairs as I did not want one mismatch piece considering the amount of money we paid for the original set and the amount of time this process has taken. After days of conflict, I received my final response today (June 23, 2008). The Brick would only agree to recover 3 of the chairs and I was responsible for the remainder.

The cost to recover all 6 chairs is $266.96 plus applicable taxes. They will only cover half the payment! In my opinion, I have received nothing but terrible customer service and will NEVER shop at the Brick again. Please let your friends know that the “Full 5 year Blanket Protection Program” is a total waste of money and should not be purchased.

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kbeeee
Mississauga, CA
Dec 05, 2012 1:51 pm EST

I put through an order last week for a Queen bed frame/head board. I told the Sales Rep that I would like to pick them up for Saturday as I planned to rent a U-Haul in order to pick the item up, she told me it was not an issue at all and they would be available for Saturday (also made note of it on my file). I received a voice mail on the Friday letting me know that the bed frame would not be into the warehouse until sometime next week and they still weren't sure of the day but the table was available for pick up. I phoned into the store and spoke to one person at the call center in Mississauga and he told me he could not do anything on his end (that I would have to phone the Dundas store) but he was very sorry as that is not what The Brick prides itself on and that this issue would definitely be resolved as not only did I waste money on renting a U-Haul for this item but now I have no way to pick it up and do not have $80 to spend on delivery. I phoned the store, spoke to a lady who put me on hold for 15 minutes and then told me that she had to speak to her Supervisor and would call me back in 10-15 minutes. I phoned her yesterday and still have not heard back from her. I then called back last night and spoke to a lady who went and spoke to the supervisor at the Mississauga call center and said there was nothing they could do to help me, it was not worth The Brick spending the $80 delivery when I only spent $200 and that even though this was not my mistake I would either have to pay for it or cancel the order. Might I add, the lady not only told me it wasn't 'worth it' for the Brick to spend the money but also did not sympathize at all and actually laughed a little bit about it.

I am so absolutely appalled at the behavior and service I have come across and thought by the first gentlemen's kind behavior that The Brick would have no issue taking responsibility for the mistake rather then just telling me to cancel the order. It seems as though The Brick does not care whether there is business made or not and it seems as though it is really all about the money at this point. The Sales Rep only care until they make the sale, after that no one is around for the customer.

Not only will I never shop there again, I will also never recommend it and be sure to tell everyone this horrid story.

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Daniel_chen
Calgary, CA
Feb 19, 2009 1:43 pm EST

You are right and I got the similar experiences with Brick and I am suing the Brick.

ComplaintsBoard
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11:57 am EDT

The Brick Paid off Account still applied interest

I called [protected] May 5, 2008 requested a payoff quote I was prompted to pay $4579.54 to clear this account. The same day I made an online payment for $4579.54 from my RBC account. Appoximently 2 weeks later I called to cancel the card but Customer Service told me I had a balance of $117.74 of interest to pay and they told me I have to pay it. How does interest occur on zero dollars? I paid the card off in full the same day I got the pay off quote for this account. I spoke to the supervisor Scott who was aggressive and told me I had to pay this amount, I still dispute these charges so I called back to speak to a Manager so I left a message with M.J. Customer service still couldn't explain where the charges came from. Common sense that I paid such a big amount, why would I hold back $100 dollars. My account number is [protected].

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The brick sucks
Toronto, CA
Jan 03, 2014 10:58 am EST

Supervisor name is KODIAK... Worst customer service ever...

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The brick sucks
Toronto, CA
Jan 03, 2014 10:53 am EST

I agree, I am dealing with the same situation... They kept rejecting the payment from my RBC account, I had to take a day off work to go and pay the amount in cash and now they are charging me a month of interest. I got on the phone and the supervisor would not let me speak and was extremely rude. Every time that I would explain what has occurred he would speak over me and would tell me to let him speak... He then hung up the phone.. SO UNPROFESSIONAL

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torrent14
Toronto, CA
Nov 11, 2013 11:50 pm EST

Ayan
Interested to switch over to ‘Federated Canada’? Beware! There’s a distinct possibility that you’ll regret for your decision afterwards. Before stepping into it makes sure you should be aware of each and every clause in the contract before signing it. Besides, it looks like that positive testimonials on the WWW aren't real; apparently the people who have posted these reviews are fake Federated Canada customers. That speaks volumes about the organizational ethos. My recommendation for you is that make an informed decision after getting a complete surety on the terms of services and commercials.

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RIcky14
Toronto, CA
Jun 18, 2012 11:25 am EDT

So we bought appliances from the Brick last year worth over $180000 and paid off everything outstanding as we had the 12 month no pay program. After the 12 months I paid off everything for my sister and my parents card and just had $422 outstanding on my card which I called in early April to find out when its due.

The customer care lady told me it was due on April 28th and therefore on April 22nd I made the payment through online TD bank and cleared the amount. Next month, i get a statement stating that I've extra charges of $54.53 which I was so confused about. So I call the customer care number and talk to them, the girl who first helped me was horrible and spoke to me as if they don't have time to handle such issues. I asked to speak to her supervisor:

The supervisor tells me, We have monthly statements so that you don't miss your payments and call us back saying that we've late charges. Customers always like to call us back and say that we spoke to someone and they told us that its due later and make all sorts of excuses to delay the payment and lie to us.

WELL! I'm not sure how these bunch of low-lifers get a job like customer support which is uttermost important to a company. Anyways, so I said, there is a reason you have a customer care service and a customer care number to help out the customers so I'm not sure why are you trying to show me attitude that because you didn't check your statements, we cannot help you. Your employee screwed up and told me that the due date is 28th when it wasn't and thats why i made the payment accordingly or why would I not make the payment 2 days before when I paid up $18000 i owed you guys. The supervisor kept on arguing and trying to tell me that I'm a liar and customers just lie about these kinda things and we dont buy this kind of ###. I was so pissed to hear that a supervisor is treating me like this when his company approved me for a $18000 credit card loan.

I'm going to take this further and they wanted me to pay them a late fee of $52, I'm going to make them pay me much more for abusing a customer and accusing him of lying.

The supervisors name was LEO from the Corporate Office in Edmonton, Alberta and I would NEVER deal with the Brick again because of such poor customer service.

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hope i was helpful
, CA
Aug 10, 2009 3:05 pm EDT

i worked for a diff credit card. i would think the process how interest is billed would work the same way as what happened to you..
so i would like to share my thoughts on this =)

correct me if im wrong..
i would safely assume that the balance 4579.54 is an "ongoing balance" (that's a term i always use =) and i would define this as: 2 mos or more old purchase; amount that came from prev month's statement; plus prev mos interest/ongoing interest; by this time you have forfeited your grace period coz u paid minimum balance last month instead of paying the full balance)

lets say the agent and you are looking at the same up-to-date statement dated june1 - june 30 2009 with due date July 25 2009 (let's say the grace period is 25days).

you called the agent july 8, *SOME agents would neglect to mention the interest amount from june 30 to july 5 (and this is the $117.74 interest that you mentioned above.)

and what i am saying is that most credit cards would calculate and charge interest every single day if there is an "ongoing balance".

from the time the statement was printed (june 30) to date you called the agent (july 8) there is already interest that yoou owe and this amount will be shown in your next statement..

hope i was clear enough? .. and hope that this was helpful =)
btw how much interest does the brick have? **planning** to open a credit card.. =)

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Charley White
Mississauga, CA
May 15, 2009 1:37 pm EDT

I completely agree. It took me 4 weeks just to cancel the card!

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leanne wieland
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Nov 10, 2008 4:27 pm EST

i have had nothing but problems with the brick since i began my brick card

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SimplyDani
, CA
Aug 31, 2008 7:11 pm EDT

The Brick, or HSBC are a bunch of criminals. I would demand that this money be refunded to you.

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21312efsdvdx
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Jul 14, 2008 9:25 am EDT

Crazy Nazis

ComplaintsBoard
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9:56 pm EDT

The Brick misrepresentation

I have had a few less costly and one very costly experiences with the brick I bought two very expensive recliners, about 1, 000.00each after 3 months the mechanisms where shot. I am not a big person and since they where only used by my husband and myself they did NOT take any rough use. I called to have a service man come to the house, which took months, the mechanisms where eventually replaced by just as bad crap which only lasted again a few months. By this time the Brick claimed the one year warranty on these barely used pair of chairs was at an end. JUNK... second time stupid I purchased a leather couch and loveseat. Top of the line, I was told, will last a lifetime. I paid the premium price of 4, 000.00 for both pieces. Two weeks later the set was on for half price!

I spoke to "the manager" who said begrudgingly that he would honor the sale price. Since I bought on the no-money down deal, he said I would see the adjustment on my next statement. I did not. I called the store and asked to speak with the manager, Guess what! New manager in the store. I was handed this line of BS for about 2 months. I finally went to the store in person and requested the adjustment be made to my account while I was present. By now the furniture was no longer on sale and the NEW manager says " oh that set would never go on sale, you must be mistaken" I don't think so, I sit on it everyday. The only thing I was mistaken on was the credibility of this scam show.

The Brick gets a big thumbs down from this girl. Third time shopping and I tried Leons... we'll see.

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8:57 am EDT

The Brick I will never again shop at the brick

OnMarch 29 I purchaced a sofa and loveseat from the Brick in Barrie Ontario.It was set for delivey in 10 days.Ya right, Two weeks after that the sofa arrived, no loveseat, it was backordered.I was told it would arrive a week lter.Ya right!Two weks and a damaged on at that. I called them and was told they would send a new one two weeks later. The day came and went, no phne call no delivery. I called them again and was told there was no garuntee of delivery, not what the customer service rep told me.I told them to send an empty truck and pick up both pieces, i no longer wanted to deal wth them. I was told that they dont do refunds. Now they will have one for me tomorrow. Bull ###...I want to be compensated but they offered nothin. I am now dealingwith head office. This has been a nightmare.Bottom line...go to Leons..never agoin will I shop at the Brick.

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Dorsey.gould
Dorsey.gould
Toronto, CA
Jul 10, 2013 12:11 pm EDT
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Brick is good company, i used to buy furniture from them, just currently i am downsize to condo now, their price is good, very good, but style is a little bit old for house only. i retired, and down size to condo now with my hubby, we have to shop for small nice design furniture, i recomend la vie furniture, i made purchase from them, and they are a very good group person, from sales to delivery.

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Mark IBM
, CA
Dec 03, 2010 5:57 pm EST

The [censor], lol. Now that's funny. I'm not a fan of their customer service, but trust me, I've seen worse (e.g. La Vie Furniture - their specialty is rudeness and cheap quality). I have yet to try Leon's. Bottom line is, once you exchange money with these furniture companies, you seldom get what you paid for.

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ExplorerMM
, CA
Oct 09, 2010 10:30 pm EDT
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Despite people telling me not to purchase from The Brick, I did anyways because they had really awesome deals but not I REGRET it. Ordered everything for my new home in Barrie, ON back in August 2010 and it is now October 9, 2010 and I'm missing pieces of one bedroom set! They keep saying it's back ordered and will send ASAP. Still nothing...it's RIDICULOUS! Don't buy anything from there! How can you send storage drawers for the bed but no BED? They seriously suck and customer service is CRAP. Spend your money elsewhere!

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Angelo Catalonia
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Jun 11, 2008 7:12 pm EDT

The brick is the worst shop i have ever been too.I bought a chest drawer in Scarborough along Kennedy Road.It was on sale as there was a slight damage.I told the sales person Mohammed to pick it the next day.I paid $50 for the rent of the van to pick up the item.When we arrived at the shop.We waited for almost 40minutes.With my dismay, the manager by the name of Martin Patterson told us that the salesman made a mistake by selling us the item.Martin told us that the chest drawer doesnt belong to them.Its from another branch.Which is ridiculous because why put it on sale in their shop if it they don't own it.We were told by Mr Patterson to call him the next day and said "See what i can do" I was hoping that because of their mistake, they might consider delivering the item for free.Well, when i called the next day, i spoke to Mr Patterson (the useless and stupid manager) He told me that the item is not ready yet and he wont delivery the product i purchased.Since i saved money as it was on sale.he said he will not deliver it.He said my only option is to refund or pick up the item.Two days passed since i spoke to a useless manager, i never heard anything from THEBRICK OR SHOULD I CALL THEM THEPRICK. Because they are all bunch of idiots and all of the salesman are ###.Once they got the money form you, they don't care anymore.I called Mr Patterson (the ### manager) to arrange for Sunday to pick up the chest drawer.He said "Didn't anyone call you yet?I feel like swearing at him on the phone but i kept my temper.Its pointless to speak to him.
Anyhow, to all of you planning to buy from THEBRICK, don't even think about it.THEY HAVE NO VALUE FOR CUSTOMER SERVICE AND ALL OF THEIR EMPLOYEES ARE UNPROFESSIONAL.The manager Mr Patterson should resign from his job and look for a janitorial job at Mcdonald.Or maybe he needs to go back to nursery school and learn the value of treating people fairly
I know that karma will struck on him soon and i promised myself, never to step on that shop and i will take every effort to tell all Canadians not to buy from THE BRICK, WELL LETS CALL THEM THEPRICK!

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8:26 pm EDT

The Brick bad service!

Purchased a sony dvd player from the brick. The product was broken when I got it home and I then took it back to the store for repair. I am ow told it will take over 4 months to repair. Numerous emails to the brick customer service have gone unanswered, completely ignored. Sony was just as useless. I believe that once the sale is over they could care less about their customers. Quite sad as I for one will never shop at their store again, nor will I ever purchase a sony product again as I have had nothing but trouble with my past sony products. Beware!

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Nathan
,
May 06, 2008 11:09 am EDT

Please keep in mind that if you did not purchace the extended wty on the dvd player that it is not up to the store that sold you the product to fix it, its up to sony. had you taken the time to look into what a wty covers you would know this. If yo have a problem with things breaking then pay the little extra money and get the extended wty, and you would have just had the dvd player replaced.

Maybe now you will think harder about how long things last in todays age when everything is made by robots that don't care if it works.

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3:36 pm EST

The Brick scam and fraud!

I purchase a 44''wide tv stant on 02feb 2008, when i opened the box it was totally different tv stand. So i return the tv stand on 03 feb 2008. I was paid cash. Now its already one month gone and every week i called at the customer service for my money back, but they did not. At the brick i first time purchase furniture but my first experience is very very bad. So i am very unhappy with the service of brick.

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Mozammal
, US
May 21, 2009 7:26 pm EDT

Agree, worst coustomer service

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9:06 am EST

The Brick wont straighten out account

We bought a big screen t. V from the brick rent to own. Filled out all papers and left a void cheque so they take automatic with draws out of our account. The first payment they phoned us asking when we were going to make our payment saying it was late. Told them to staighten this out because they are suppose to take the money out of our account. They told us they would find out what happend and phone us back. Talked to quite a few people they didnt phone us back we kept phoning them to see if it got staightend out. They told us they punched in the wrong account number so for the month of feb could they come and pick the money up they gave a date and time we said o. K. We live out of town. We missed work on the day they were suppose to come. They didnt show up or phone. We contacted them again they made another appointment. They did show up got the money. Then charged us a late fee for there mistake. They told us it was all straightend out all the rest of the payments would be automatic with draws. We said we want a apoligy letter. March 1st we get a phone call asking when we are going in to make our payment. We live 45 min. Out of calgary. We asked what they were talking about they were suppose to take the money out of our account. Nothing was straightend out. Because of there mistake its going against our credit. Something has to be done about this its costing us more money because of there mistakes. We hope we here something from you please straighten this out. Cant keep missing work because of there mistakes.

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Michelle
,
Mar 06, 2008 7:44 pm EST

I believe this comment should be filed under the company name -Insta-Rent- ... The Brick and Insta-Rent are two completely different companies, simply located inside the same building.

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S
10:22 am EST

The Brick never buying from them again!

Never again will I ever buy from the Brick. After ordering an entire bedroom and living set to the tune of over 3000 dollars and doing don't pay a cent for eight months I thought I was doing well. Then, five days before the time period was up I went to the bank with a money transfer and transferred the funds I owed directly into the Finance Companies account. I got the teller to stamp a receipt (UPON HE ADVISE OF A FRIEND WHO WAS SCAMMED BY THEM) and of course several weeks later I get a bill claiming I owe them several hundred dollars in interest and a whack of charges for this payment protection ### that I never even knew about. I was given the run around several times and was told at the store that they cannot even deal with this.

Just brutal... never again... and of course I know if I don't pay, they be sending this off to a credit agency.

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Sarah123
Prince George, CA
Aug 02, 2009 6:41 pm EDT

In response to your complaint about the “Payment Protection Plan” please be aware that this would NOT be added to your bill if you HADNT signed for it. If you go into a brick store they are able to print out your original credit application and show you the SIGNED COPY with YOUR signature. If you would like this to be cancelled simply go into the nearest Brick loaction, fill out a small form, and it will be cancelled THAT DAY.

Dont blame others because of your inability to ask questions about the papers you are signing.

Another thing, although it is called the BRICK Card it does NOT belong to the Brick. It is given out by a Credit Lender, or in this case, HSBC so of course they are unable to do anything at the store level as they are unable to look at your personal credit information as it is a SECURITY VIOLATION. It is YOUR responsibilty as a consumer to ask the appropriate questions and understand what you are signing.

Sincerely,
A former Customer Serivce Brick employee

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John
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May 06, 2008 9:51 am EDT

People should sue this company for doing dishonest business and never should go there.

They don’t have any customer service. Only customer service if any they have up until sale, that because their sales reps works completely on commission.

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12:00 am EST

The Brick terrible customer service!

Purchased a furniture set from the brick in early september, delivery was delayed till end september. The order was received not complete, with one chair missing parts. Got 3 redeliveries for the same product and each time piece was missing. Send e-mail early december advising brick, the set was incomplete and to advice payment options or arrange immediate delivery.

No response on payment but since early december they were trying to complete the set. Received calls daily from hsbc demanding payments and interest charges or risk turning it over to collection agents. Contacted all levels of the brick to ensure set completed for immediate payment, brick refused anything regarding payment as they have been paid by hsbc and they concern now is to only look at replacement of one chair.

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Marilyn Guillaume
,
Jul 06, 2007 12:00 am EDT

Purchased an LG dishwasher June/06. Nightmare stared. Started having trouble with the dishwasher weeks after hookup. Had the electronic panel, dishsoap dispenser and blower replaced. Now the motor has gone (11 months old) and that was 2 months ago. I have had to take 4 days of my holidays from work to wait for Trans Global repair tech's, if I'm not waiting for them to come, I'm waiting for them to replace parts. This time when the motor went I wanted the dishwasher replaced. I waited for 6 week for them to decide what they were going to do, finally they told me they would not replace it but fix it. I'm still waiting. I call Trans Global (who is owned by the Brick) several times a day, waiting hours on hold and when a leave a message no one ever returns my call. We are going on 9 weeks now. The Brick Premium Protection Plan which we purchased is a big joke what a waste of money. Protects you from nothing. We are current in the process of replacing the dishwasher ourselves (from Trail Appliance) and letting our lawyer deal with the Brick and Trans Global. Would not recommend anyone to buy appliances from The Brick and certainly not anything manufactured by LG.

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Luluy
Maple Ridge, CA
Nov 09, 2009 2:20 pm EST

HORRIBLE SERVICE, we bought furnature for our entire house and EVERY piece was damaged...WTF

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Brett S
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Oct 09, 2008 1:17 pm EDT

About three years ago I bought a three piece living room leather set that happened to have a promotion offering a free Panasonic TV. I also bought there 5 year Blanket Warranty. About a year after have the couch we noticed some peeling and called customer service. After several attempts they stated it was unrepairable and would replace the sofa. Three months later we did get a new sofa... not bad. Fast forward a two years and several service calls for the cheap TV. I called the Brick Customer Service because the same type of peeling was occurring on the sofa and now the love seat. A technician comes out says they will repair it this time. After no calls for 2 weeks I follow up with them only to be advised that because there was a cat scratch 5 feet away from the peeling part of the couch that the warranty is void and until I pay to have those scratches repaired this conversation is over. Like a sucker I pay a company to come in and repair the 2 cat scratches. It then took one and half months and five calls to customer service stating "I fixed the scratches now can the Brick fix my furniture" politely of course. I never was called back and each time I called they had no record of my previous calls. Finally a furniture consultant comes by the house to inspect and deems the peeling and flaking unrepairable. Why did I spend $150 on cat scratch repairs if they were gonna scrap the furniture anyways? I followed up with the Brick a week later and with little fuss they agreed to exchange the furniture (Couch and Loveseat) for something of equal or lesser value in the store. My wife and I rush to the Brick the same night while thinking this is too good to be true, it was. Because the original purchase gave me a free TV, in order to reselect a piece I like I would owe them for the TV. I have read the fine print on the 5yr Blanket warranty and it does not mention anywhere that if the furniture was part on a promotion(free TV) that you will be limited reselecting only other cheap TV bundled furniture. Even though the price of the New Couch and Loveseat is the same as the purchase price of the old. Everything to do with this store post purchase is the worst customer experience I have had in my life.

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eee
eee, CA
Aug 22, 2008 1:27 pm EDT

Purchasing appliances at the Brick should be avoided at all costs! What a nightmare to deal with incompetent customer service personnel.

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Bob
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Jul 26, 2008 10:20 am EDT

I agree 100%. Transglobal sucks. My Neptune top loading washer overflowed causing thousands of dollars damage to my finished basement. An experienced tech could not find the problem with the machine. They took the machine to their shop and still could find no problem. Two techs from the company stated that they would not put this machine back in their own home. I called Transglobal and was informed that I only had a "repair only" policy at which time I quoted their replacement policy which I purchased from them and I had it and would fax it to them if they wished. They then skirted around that with a load of hogwash. I was then told by a Transglobal manager that the machine would be repaired and that's final. I said "How can you repair a machine when you don't know what is wrong with it and even the tech says that even if fixed he would not put it in his house"? Her response was that they will repair the machine rather than replace it. I then realized I was talking to a managerial repeating policy automated imbecile that draws a salary from Transglobal. The technician advised that he had ordered 4 parts which were backordered on a discontinued machine which may take up to six weeks to obtain. He wants to replace all the parts that water goes through, but not the computer with the automatic water level sensor which he advises "could" be the problem. I don't blame the tech as he is following this idiotic decision from Transglobal who are going to pay 850 dollars to fix an 1100 dollar machine that they cannot pinpoint the problem.
I went to the Brick in Belleville, Ontario, where I purchased the machine and spoke to the manager Mr Ken Wells who is a very personable and caring man. We explained the problem we were having with Transglobal and he did not say much in this regard but in my opinion I don't think he was impressed with Transglobal. Mr Wells immediately looked after our problem in a very generous way and we now have a brand new machine of equal value, delivered within 3 days to our house. All I can say is that The Brick manager, Mr Wells, took excellent care of us and restored our faith that there are decent people out there who are willing to work with you.

As for Transglobal they can kiss my &%#. The Brick should find another warranty company to deal with. If you do buy from the Brick, I suggest you do not buy the Transglobal warrant because it sucks. Shop around other warranty companies and take one out with them.

Again a heartfelt thanks to the Belleville Brick.

The Brick In-depth Review

Overall Rating: The Brick is a top-notch retailer that consistently delivers exceptional products and services. I highly recommend them for all your home furnishing needs.

Product Selection: The Brick offers an extensive range of products, catering to every style and budget. Whether you're looking for furniture, appliances, or electronics, you'll find everything you need under one roof.

Pricing: The Brick provides competitive pricing, ensuring that you get the best value for your money. They frequently offer promotions and discounts, making it even more affordable to furnish your home.

Customer Service: The customer service at The Brick is outstanding. The staff is knowledgeable, friendly, and always ready to assist you. They go above and beyond to ensure your satisfaction, making the shopping experience enjoyable.

Delivery and Shipping: The Brick offers efficient and reliable delivery services. They provide timely updates on the status of your order and deliver it right to your doorstep. Their shipping rates are reasonable, and they take great care in handling your purchases.

Website Usability: The Brick's website is user-friendly and easy to navigate. It's well-organized, allowing you to find products quickly. The search function is efficient, and the checkout process is seamless.

Return Policy: The Brick has a flexible return policy, ensuring customer satisfaction. If you're not completely happy with your purchase, they offer hassle-free returns and exchanges. Their commitment to customer service is evident in their fair and transparent return policy.

Quality of Products: The Brick offers high-quality products that are built to last. They partner with reputable brands, ensuring that you receive durable and reliable items. The attention to detail and craftsmanship is evident in every product they sell.

Store Experience: The Brick provides a pleasant and enjoyable in-store experience. The stores are well-maintained, and the layout is designed for easy browsing. The staff is attentive and helpful, making your visit a memorable one.

Loyalty Program: The Brick's loyalty program is a great way to earn rewards and exclusive benefits. By becoming a member, you can enjoy special discounts, early access to sales, and personalized offers. It's a fantastic way to save money while shopping at The Brick.

Social Responsibility: The Brick is committed to social responsibility and giving back to the community. They actively participate in charitable initiatives and support local organizations. By choosing to shop at The Brick, you're supporting a company that cares about making a positive impact.

Competitor Comparison: When compared to their competitors, The Brick stands out for their exceptional product selection, competitive pricing, and outstanding customer service. They consistently outperform their rivals in terms of quality and overall shopping experience.

Pros and Cons:

  • Pros: Extensive product selection, competitive pricing, exceptional customer service, reliable delivery, user-friendly website, flexible return policy, high-quality products, pleasant in-store experience, rewarding loyalty program, commitment to social responsibility.
  • Cons: None that I can think of. The Brick truly excels in all aspects of their business.

Summary and Recommendation: The Brick is an exceptional retailer that offers a wide range of high-quality products at competitive prices. Their outstanding customer service, reliable delivery, and user-friendly website make shopping a breeze. With a flexible return policy and a rewarding loyalty program, The Brick goes above and beyond to ensure customer satisfaction. I highly recommend The Brick for all your home furnishing needs.

How to file a complaint about The Brick?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by clicking on the 'Sign Up' option and following the registration process.

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.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint or review. Ensure that you have filled in all the required fields and attached any supporting documents before submitting.

9. Post-Submission Actions: After submitting your complaint or review, make sure to regularly check back on ComplaintsBoard.com for any responses or updates. You may receive feedback from The Brick or from other users who have had similar experiences.

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