The Brick
reviews and complaints

The numbers on the panel is all wrinkled and the start button is hard to get started if. It pressed in the wrong place. The defrost does button will not work for the #1 weight. Phone the store in Pitt Meadows and received lousy service. Kept transferring me and then dropping the call. I only bought the thing Nov. 24. Terrible customer service. Can't get an answer as what to do.

Event ID 3747180
Phone [protected]
On May 12, 2018, I purchased dining set, living room set and 3 bedroom sets.
October 12th, I called in the warranty department about my 7 piece tuxedo table set. The glass has given up on the glue from its table top base and tips overs. There 2 adults and 2 kids in the family, and having any drinks on the table, tips over when we have our elbows on the table.
I called in, warranty department were helpful and sent home a tech to inspect and take pictures. The tech determined that the glass will need to be replaced and that someone will contact me.
Well, almost 3 months now, I called today, and the warranty department is still helpful and willing to replace the glass for me.
The only issue is, the inconvenience!
They will not deliver unless I pay the delivery charge. So now, I have to find a way to take this glass back to them and pick up the replacement glass, bring it home and install it. How inconvenient!

I would appreciate it if the warranty could cover all of the cost of replacing it with home delivery and installing it instead of putting us, customers, in a position to deal with it ourselves.

thanks...

Kishore Kumar
[protected]

Purchased Tv Dec 19/18, cannot get smart features to work after hours (approx 4 ) of troubleshooting with Samsung and my internet provider ! I have Been told to return TV so I go into The Brick, to discuss my options, sales lady sends me to the back while I wait 15 minutes to speak with " customer service rep" named Jessica . Who basically tells us there is nothing we can do and do not have any options, obviously my husband gets upset and tells her he will drive the TV in and leave it here, she smiles and says you cannot do that! Her attitude was like dealing with a small child, so as she's smiling thinking it's funny we get very annoyed and another service rep ( Chris) came over to help he defused the situation and gave us the options that should have been presented from the beginning, the knowledge of the staff is very shameful and my experience, was horrible! I typically buy all my furniture from Ashley but have purchased my bed set and some appliances from the brick after my experience with this tv it makes me never want to go back, I can except that things go wrong but I CANNOT except that you employ such horrible service reps (.unknowlegable and extremely rude and condescending)

I purchased a reclining sofa one year ago plus a warranty. A little over a year later the recliner won't recline the power source didn't work. I called the beginning of October and am still waiting for the repair. Don't ever buy the warranty from the brick it is the worst service I have ever had. The store manager in St. Catharines wasn't and isn't much better at trying to get things done.

Hi so I waited 3 week longer than what the store told me was going to be for my bedframe and when i ordered it i was promised that it will be i stalled for me. Now i got the frame but no installation! I waited 3 weeks and called the brick in niagara square she was rude to me and did not help me what so ever. Im very disappointed in this company and ill make sure if nothing is done ill make social media video regarding my experience with your company. Please do something about it. My number is [protected]

My sales person was Ryan L from niagara square.

I've ordered a mattress and box spring from the Hinton Alberta Brick store. I was called and advised that the product had arrived. I went there to get it and saw the bottom was punctured so I did not take the product.
I did not get a follow up call this morning so I had to call and now it will take another 2 weeks to get how er I needed it before Christmas for guests.
The manager advised that it was a "little mark" which may be small to her but it is not her money being sent. I had just spent over $4000 on a purchase and do not appreciate being told a damaged bed was little.
I was provided the option to take the damage bed and bring it back but I do not live in Hinton and it is ridiculous for me to drive back and forth 4 times as a customer who just spent in my mind a lot of money not just on the bed.
I asked why it wasn't inspected prior to calling me and the manager Ashley advised me they have no time to do that.
As a customer coming from out of town this tells me that me and my monies are not appreciated or welcomed and that my time can be wasted.
While it may not be feasible to look at everything when being unloaded but surely the product can be looked at prior to a customer being called...or is the customer no longer worthy of customer service?
I did not appreciate the lack of sensitivity or customer service and you can be sure I will be advising my friends and family of my experience with the company.

120389AKYIW-document number
DERK5347

In November, 2018 I went to the Brick in Vaughan to purchase a gas stove for my elderly parents, simple enough task, or so I thought. I paid $849, tax, plus $90 for delivery and pick up of old stove. I also paid approximately $200 for installation.

The stove was delivered but the old stove was left behind since it wasn't fully disconnected. A misunderstanding here ; my father had told me it was disconnected….well, the electrical part was. A simple misunderstanding and in good faith, the Brick should have arranged for the pick up of the old stove, which is still in my parents' basement. I complained to the sales lady Herman re delivery and told her that I wanted to speak to her manager. I got a call from a young man "Desean", I think he was told to call me, not the manager. He referred to "Khan" who would approve any action taken. After going back and forth with "Desean", I got a $75 refund and a number for a scrap metal place. I called the scrap metal place and was told they do not service the Keele/St. Clair area where my parents live. Really?... what did the Brick do just google a number to give me and not bother to check? I got the strong feeling they just wanted to get rid of me with the manager not even bothering to make the call himself. At the very least and in good faith, the Brick should arrange for the pick of the old gas stove.
I wish it would end here but it only gets worse.

The installation was a disaster; not only was the stove not connected right; it can't be moved directly against the wall and piping was not correct and the valve to shut the gas is unreachable. The installer and a message from Quick Contractors indicated that a new valve was needed so an additional cost of $80 was required. I don't think so. That night after installation my brother noticed a gas smell in the wine cellar which faces the front of the house where the gas meter is located. Thus, there was also a strong gas smell at the front of the house. A technician from Enbridge was called and he said that the installer had broken the regulator on the meter. Really? Are these installers not licensed?..Is everything just a rush job to go on to the next? was it because too my parents are elderly and not thought to know any better?. My parents live in an old home, Enbridge also noted that there is no vent for the gas stove. I believe it is fair to expect that installer know enough to not even agree to hook up the stove in this case in the first place? We trust the Brick would send over installers that are trained and licensed…this represents a serious violation and somebody has to be held accountable. I paid the Brick $200 for this service and trust that everything would be taken in care of, the correct, safe way. We would not have an issue obviously paying for more if more was required to ensure safety and conformity to all codes.

Throughout this whole mess I have tried to contact Quick contractors….but getting in touch with them is next to impossible. I gave up after being put endlessly on hold more than once with no indication that someone will be with you….just piano music playing….how lovely.

On December 14, I spoke to a lady name Anna in installation who is working on my case. She appears diligent and is currently awaiting to hear from the "Director" in Edmonton. I agreed with Anna that we would get a qualified, trained contractor out there, once we had the vent installed. I needed to write as this stove installation process especially represents a serious violation and somebody should be held accountable. I am terrified to think what would have happened if my brother had not been there to notice the gas smell. What will the Brick do for us?

If I don't hear back, I will have to go public.

My issue with The Bricks Customer Service.

Story:

I noticed a sale on a bed frame back in September.

I purchased in full for $ 299
The Sales rep Kumar advised that they had the product in stock.
We explained to the Brick Employee that we were in the process of moving we did not want to move the bed frame twice. We wanted to pick up our bed frame for Oct 15/18 to Oct 19/18 as we would be settled in our new place. The Sales Rep assured us that this would be okay and advised us he would make a not of our circumstances we could pick up our bed frame from the Kennedy location and to follow the instructions on the paper. He assured us that he made a note to keep the product for us.

We showed up Oct 19/18 ( took the day off from work - both my boyfriend and I ) to pick up the bed frame. They advised us nothing was in stock.

We then went to the Brick location In Brampton ( on Kennedy ) where we purchased the item.

Customer service was eager to help us but there seemed to be a disconnect from the Sales rep and customer service( in fact while I was waiting I heard a rep ask the sales lady to not promise things will happen that we cannot deliver as it creates more issues in the long run ** Sales rep walked away without acknowledging the service rep .

We then had a chance to approach our Sales Rep Kumar
Who was less then helpful
He would not get a manager to assist
He told us to pick something else on sale. He would not match the price.
I was very frustrated. He finally approached his manager and asked for free delivery ( only after i asked for it )After all of this. we agreed to wait until Dec 6/18 as the product would be available

STILL NO CALL.

I called the Branch location and spoke with Ahmi. She advised her managers were not available. I told her i would wait on hold. i waited for 1.5 hours. I then agreed for a manager to call me back in 24 hours.

I STILL HAVE NOT RECEVIED A CALL.

The product is now being advertised again in the flyer from Dec 1 to Dec 24

I find it strange that you would advertise a product that you can not keep up the demand for.

I am extremely dissatisfied with the entire process.
I do not like making complaints. It is not in my nature however, this has gone on long enough. Your company was quick to take my money however not quick to service me or provide the product.

Nicole Harden [protected]

Good morning, I am wanting to talk to someone that could help me out. We ordered a couch set from THE BRICK in Lloydminster, Alberta, which we said we would never order from again due to warranty and customer service issues .We got suckered in and are very unhappy with how they are dealing with this situation.
WE where told that the warranty department has changed and runs very well, know I have put a warranty claim in with my Cindy Crawford sectional and it has been cancelled without my permission . They never informed me, I am always phoning them to find out with is going on. I told them I just want my money back for the couch and they can take, I am not wanting to deal with them and the way thing are going . Since the first day of delivery the couch has been knotting and shredding and snacking on the material, sitting area and back rest and arm rest .

I would like to get the figured our please asap as it been going on for the last 2 months and been a pain dealing with them here

THANK YOU
Amanda Anderson
[protected]

We live in Calgary Canada and we bought sofas and loveseat from Brick but the delivery guys damaged our brand new house's door frame.
We registered complaint but nobody contact us, it's has been more than one month.
We got possession on November 8 / 18 and they deliver furniture on November 12/18 .
We just moved in our new house and they damaged front door frame which looks very bad.