Menu
The Brick Customer Service Phone, Email, Contacts

The Brick
reviews & complaints

Learn how the rating is calculated

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.
Claimed
The Brick has claimed their business profile
Get notifications about new complaints and reviews of The Brick. We promise not to send you any unrelated messages.
Share
Write a review File a complaint

The Brick reviews & complaints 1339

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
5 reviews
Sort by:

Newest The Brick reviews & complaints

ComplaintsBoard
A
9:46 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick sofa set

From: Andrew Powers [[protected]@hotmail.com]
Sent: Monday, June 18, 2012 5:14 AM
To: Sierra Kwas; Andrew Powers
Subject: RE: The Brick Warranty Department

I`m having a problem with the side chair. It`s starting to peel as well . I want to exchange all of them and exchange them for a sofa, stock number Hazel-S Sofa $599.00.

Please contact me at [protected]@hotmail.com
[protected]
Please let me know.

Cheers,
Andrew

From: [protected]@transglobalservice.com
To: [protected]@hotmail.com
Date: Thu, 14 Jun 2012 08:26:36 -0600
Subject: RE: The Brick Warranty Department

I am sorry.
I am unable to do so.

thank you

Sierra Kwas
Transglobal Services

From: Andrew Powers [[protected]@hotmail.com]
Sent: Thursday, June 14, 2012 8:23 AM
To: Sierra Kwas
Subject: RE: The Brick Warranty Department

I Understand however, when a company is at fault it should not cost us any money.
I don`t use the love seat and side chair daily.
please waive the 10%.
I will have no choice to go to another avenue to get this resolved.

Cheers
Andrew

From: [protected]@transglobalservice.com
To: [protected]@hotmail.com
Date: Thu, 14 Jun 2012 07:59:30 -0600
Subject: RE: The Brick Warranty Department

Good Morning,

The restocking fee is supposed to be 20%, I have lowered it.
You confirmed that nothing else was defective.
Your warranty states if a non defective piece comes back it is subject to a restocking fee.

thank you

Sierra Kwas
Transglobal Services

From: Andrew Powers [[protected]@hotmail.com]
Sent: Wednesday, June 13, 2012 9:53 PM
To: Sierra Kwas; Andrew Powers
Subject: RE: The Brick Warranty Department

You don't give me time to decide, and it took you people longer.
Why should I take a hit of 10% on my furniture when in fact the supplier admired to the problem.
I should not be penalized for a company problem not my problem.
Thanks

Cheers,
Andrew

From: [protected]@transglobalservice.com
To: [protected]@hotmail.com
Date: Wed, 13 Jun 2012 12:02:06 -0600
Subject: The Brick Warranty Department

Hello,

These are the options I have available:

1.a credit to keep as is.
-it would be 50% off, what you paid for just the sofa, to keep as is no warranty.
-credit amount 126.18$
-can be used on anything, in any Brick Store
-never expires
-no mininium amount needs to be spent at a time

2.exchange
-send out the same model of sofa
-is made with new bonded leather that looks identical
-may happen again as under quality control alert.
-The Brick will pick up the old one the day the new one arrives

3.reselection
-you get the full amount of 252.62$ for the sofa to choose a new one
-30 days to reselect
-The Brick will pick up the old one the day the new one arrives
-the chair and loveseat are subject to 10% restocking fee if you wish to return entire set
-no delivery charge
-the extended warranty transfers to new product

thank you

Sierra Kwas
Transglobal Services

Close ad

Read full review of The Brick
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
M
9:10 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Brick extreme verbal abusive from the brick

Dave, manager and christina supervisor of the brick in kelowna, bc., are the most rudest, ignorant, self righteous individuals I have encounter. My husband and I retired last year, celebrated after raising 5 productive adult children with families of their own, we downsized our house and bought a new condo for the 2 of us, the salesman thomas m. Sold us over 10, 000.00 of new furniture with 2 tv's, we were assured that with the extended warranty that both tv's were covered. The first tv blacked out after 2 weeks of usage, took us a month to get it repair through the warranty, the second tv blacked out just over a year, as we found out the salesman did not included the 2nd tv. After 3 solid weeks of waiting for returned phone calls, in solving this issue, dave the manager, constantly was laughing on the phone, no apologies, talked over and through me, and told me "you are # out of luck" what business does this, I was shocked and mortified to be spoken to in this manner. I tried calling the headoffice to no avail. The brick is not a registered member with the bbb, in fact last year alone they had 513 complaints and 6 complaints were not even acknowledge. The brick has a rating of f with the bbb. Dave laughed at me, and said you know how long we have been in business... Told me to f* off and hung up on me.

Read full review of The Brick
Hide full review
ComplaintsBoard
W
2:45 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick price match

The brick price match is bull$!@! won't give me the price visions and best-buy are advertising on a tv, they want $150 bucks more. customers should unionize together so we can sue these punks for lying and stealing. crooks!

Read full review of The Brick and 4 comments
Update by WTF:p
Apr 22, 2012 12:59 am EDT

Or you could drive down here from Tbay and give me a ride to Calgary to get one. HELLO? You only comment on complaints. You can take your little smart a$$ remarks and shove them you know were.

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
M
M
MauiAL50
, US
Apr 22, 2012 10:06 am EDT

They aren't stealing because you can choose not to buy form them. As has been stated, most stores' price match policy state that the competitor must have a physical store in the same market and the item must be in stock at that location.

D
D
DSgamby
Thunder Bay, CA
Apr 22, 2012 3:31 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Most price matching policies have a rule in them they the store must be within a certain area = Most price matching policies have a rule in them that the store must be within a certain area

D
D
DSgamby
Thunder Bay, CA
Apr 22, 2012 2:54 am EDT

Since you messaged me with the same thing as your reply. I will respond here only.

Here are the facts.

There is no law in Canada or in the US regarding price matching. It is a store policy and the store can be as lenient or as strict as the store wants. Most price matching policies have a rule in them they the store must be within a certain area. That is what is called competitors. Why would a store in Vancouver price match a local store in Toronto? Online Stores are not considered a competitor unless the store is in the certain area and the price is available in store. For example. I price matched Staples prices for printer ink at Future Shop. They are both in the same building.

You can't sue because you don't like the store policy or because a price for an item is more expensive then somewhere else.

You can always order online from Best Buy or Visions. Sure the price won't be $150 less due to the shipping costs but I don't think the shipping costs would be $150 though. You also need to be home when they deliver it or have a vehicle big enough to pick it up at the courier place.

D
D
DSgamby
Thunder Bay, CA
Apr 21, 2012 8:34 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Or you can go to Best Buy or Visions to get the TV.

ComplaintsBoard
Z
3:29 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick the brick

I have read over dozens of the complaints listed below, and I must say I am deeply saddened by the way adults conduct themselves these days. First of all, who has time to get so angry over things like a table coming with a scratch? You do realize these products most likely ship from all over the world, and no matter how well they are packaged and handled some will unfortunately get damaged. Secondly, the extended warranty complaints are ridicules, and anyone who would just buy the "it covers everything" claim is foolish. I'm sure you are given a copy of your warranty upon purchase, it is your own error that you did not review the paperwork you were given or ask the right questions. As for the seven day return policy why is this so offensive? Most clothing stores have policies regarding the condition their products can be returned in and appropriate timeframe, why do you expect furniture is an exception to these common practices? Had you taken a few seconds to ask about a return policy you would not have been faced with the issue of exceeding this seven day window. The Brick holds polices, like every other company that are expected to be upheld by not only those in customer service but the customer as well. I understand that in todays age most people thrive on the victim role, but take a step back and realize your own erros in these cases.

Read full review of The Brick and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
E
E
end poor customer service!!!
Vancouver, CA
Jul 24, 2012 2:19 pm EDT

If I pay full price or sale price for something I believe I deserve what I payed for not for an employee to feel he/she is not responsible for the appropriate care of my product as an employee which I one of the reasons I will NEVER EVER BUY FROM THE BRICK AGAIN! Seeing this comment from an employee and or possible management of the brick saddens ME to know customer service has been thrown out the window along with respect! Can I deliver your furniture to your house with a scratch or dent or tear in it? Please? I know you paid for it but I'm lazy and was possibly unqualified when I was hired so it's not my fault there's something wrong with it now! EXCELENT EXCUSE HAHAHAHAHAHA BRAVO LOVE THE CARE THAT YOU HAVE FOR YOUR CLIENTELE ;-) I will post this MSG anywhere and everywhere I can just so the public eye knows how the brick will care for the product they sell to their customers!

ComplaintsBoard
C
3:48 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick horrible service

After numerous phone calls, this is the first letter i sent:

Dear Sir,

I am writing you this email in a final effort in sorting out the stressful past couple of months I’ve had to endure with The Brick Marche Central. I received your phone number from the head office in Edmonton. After numerous attempts to settle this otherwise they kindly suggested I contact you.

I will try to explain the problem as briefly as possible:

April 2011 I purchased at The Brick Marche Central a leather bed ( with the extra warranty), a dresser and mattress with box spring.

Jan 2012 The bed started to warp on one side and the interior wood board tore through the leather.

Jan 2012 – March 2012 Phone calls were made. Technician was sent to my apartment to inspect the bed and take pictures. I was told someone would call me in about 10 days.

I had to call back 3 times as no one called and was told that I had refused the repair. Not true I explained that since the leather had torn and it was only 8 months old that a repair would look awful. I would prefer they would just replace the torn piece.

They refused and after many phone calls, and a customer service agent at the store hanging up on me and a visit from a SECOND technician and more pictures taken, they said they would replace the piece. BUT if the same thing happened I would be on my own and they wouldn’t service the bed again. EVEN THOUGH I have a FIVE year warranty.

I was livid. I already had my mattress on the floor since the bed kept bending and that is how I had been sleeping.

Because I live in a small apartment, I had place the bed on my back balcony for lack of space.

Totally unfair! I refused, I had paid for a warranty. Finally after many stressful phone calls they said they would offer me a replacement for the same value. OK Fair enough.

April 9th 2012 I go to the store, pick out a new bed. Schedule a pick up for the defective one (April 11 from 4-7pm), and a new delivery date for the new one.

April 11 2012 The delivery guys arrive and because the bed is on the balcony they don’t want to take it. They are not brick personnel and say that I should call the brick and have them come and get it.

April 12, 2012 I call the brick Marche Central and given attitude, the runaround, put on HOLD and then told that because the bed had been on the balcony for 3 months they won’t take it back, won’t honor the replacement agreement and basically told me I could go &%%& myself.

It hasn’t been on the balcony for 3 months, I’ve been trying to get SERVICE for three months.

April 12, 2012 M. Lee Benson calls me and REFUSES to do any service for me.

I need this resolved. Let it be known that I have had nothing but attitude and problems. Something has to been done please. Any help you can offer would be appreciated.

Read full review of The Brick and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
S
S
skuby
, US
Jul 23, 2011 4:49 pm EDT

I had a bad experience with their delivery, first it's not easy to get a suitable date!
second the salesperson did not tell me i was supposed to hold a service elevator.
so when they called to deliver, no elevator was on hold as such they refused to deliver..
now i have to wait for another week..

ComplaintsBoard
R
10:00 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Brick insurance policy hiding under your brick card

I purchased a couch and chair through the Brick in Calgary in late 2011. I used their promotional, "pay no interest" credit cards. It seemed to be a reasonable deal and the sales person was eager to go through with the sale and purchase(of course). I signed all the required documents and never had any of the fine print explained to me. As a consumer it is my responsibility to be more aware of fine print however I figured, what more could be to a" Brick card" than interest on any owing amounts after the "no interest" term is up. I was wrong, underneath the Brick credit card is an insurance policy through Tans Global Insurance. It is not only a payment protection, but leave of absence protection, disability protection, life and dismemberment protection, all this coverage was not explained. Meanwhile you are paying for all this protection, that was not fully explained. Seems to me Trans Global is hiding out under those big BRICK letters on the card. I cancelled the policy, which I understand was my responsibility after a 30 day trial, how many insurance companies are charging fees unbeknownst to card holders?!

Read full review of The Brick
Hide full review
ComplaintsBoard
M
3:01 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick balance protection plan/scam

The Brick engages in very dishonest business practices. When you sign up for their financing and credit card, they automatically sign you up for balance protection to "protect the balance you owe in case something happens job loss, illness etc" where you are unable to pay what you owe.

The Brick does not discuss ahead of time at the time of sale that they are signing you up for balance protection more or less against your permission (since they never ask for your permission though they may claim your signature gives them such permission). The Brick does not give you the consumer the option of opting out of the plan at the time of sale. I would recommend that anyone using their financing request at the time of sale not to be signed up for balance protection and get it in writing. Then if they do sign you up take legal action!

Read full review of The Brick and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
D
D
dia3766
, BJ
Mar 16, 2012 5:25 pm EDT

I am sure in the fine print it says you agree to the balance protection. Frankly i think people are foolish not getting it. If i would not have gotten it, i would have been on the hook for payments i wouldn't have been able to make when i hurt myself

ComplaintsBoard
L
10:15 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Brick crap, crap and more crap... just tack it on-they won't notice

Recently in january we made another purchase of: a new fridge, children’s bedroom suite, sectional couch, and mattress. The total charges were 3330.47 and we used our brick card to make the purchases. We dealt with a very nice young man at the brick; however, his english was not exactly perfect. I am unsure as to if this is an error he made while ringing through our purchases or if he didn’t pay attention to what we were telling him, as now we are being charged 700$ sales tax (after the invoice was mailed out & it doesn’t show anywhere on the invoice about this “sales tax”) and interest on this purchase. We told him we wanted to do the 15months no interest payment plan (same as last time)……well I guess that didn’t happen. Hsbc telephoned my fiancé to tell him about the sales tax charge and we were completely blown away, as this did not happen with the first purchase we made in november of 2009! Why now!? We want these charges reversed! And we want to be put on the 15 months no payments/no interest plan. Hsbc is tacking more and more interest onto our invoice daily!
I will be contacting a large group of people regarding these “miscellaneous charges" the brick decides to tack on after the fact. I will not be recommending this company to anyone I work/live/speak with. I will not be a happy returning customer, because I will not return to the brick ever again…I would be more than happy to continue shopping with the brick had this not happened…. But now I am jaded and feel that my business of 10, 000$ or more is not appreciated by their organization. I plan on making this known to everyone.

Read full review of The Brick
Hide full review
ComplaintsBoard
F
4:55 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

The Brick poor customer service and deliver

I ordered a mattress on December 27th and set up a delivery date of January 17th. I explained that I live in a Condo and have to prebook the elevator for delivery. Brian Parks stated that he would do his best to arrange the delivery for those hours. January 17th came and around 11 am I still had not heard from the Brick. I called the store and was informed that there is a back order on the mattresses and they apologized for not getting a hold of me. I waited patiently and was contacted the begining of february and set another delivery date for Wed Feb 22 again booking the elevator between 0830 and 1230.. 4 hour window! The brick contacted me on thurs feb 16 to confirm delivery for the 19th... again I reminded them the date was set for the 22nd. On February 22nd at approx 0800 I recieved a call from the brick stating they would be here between 1 and 4. I informed him that my elevator is booked as agreed between 0830 and 12:30... He stated that he would have the mattress put on another truck to be here within that time frame. It is now 11:40, no one has contacted me, I called [protected] the warehouse center and the contacted the driver and I was told that he can not be here before 1. So moral of the story DO NOT PURCHASE ANYTHING FROM THE BRICK YOU WON"T GET IT ANYWAYS! I contacted the store and will be going in for a full refund as the customer service is horrible!

Read full review of The Brick
Update by freedombaby mississauaga
Feb 22, 2012 11:21 pm EST

UPDATE: Feb 22nd,
After several phone calls and emails I finally received my mattress after dealing directly with the drivers and sweet talking my security.
Issue has been resolved. The only caution I give consumers is that you stay away from their delivery department if you can and take the product home yourself. Thanks to the Brick Burlington for your help, I will sleep happily now! : D

Hide full review
ComplaintsBoard
U
9:47 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick the dining room chairs

I have purchased a dining room set back in January 31, 2011 and they were delivered on February 2, 2011. The product was under one year warranty. Within one year, three dining room chairs were broken. Last October, the first chair had a crack at the left leg beside the screw and the whole leg fell apart. The furniture company had replaced it with a new chair. In January 2012, the wood on the seat split open and the whole seat fell through. The furniture company sent a technician and replaced the broken seat with the pre-existing broken chair. On February 1, 2012, a crack was found on the back rest of the third broken chair. I was very surprised that such a reputable furniture company will sell such poor quality furniture. However, I am relieved that no one was hurt during this period of time.

I phoned the store custom service manager, she told me it was my "luck" that I had three broken chairs within one year warranty. The general manager insisted that it was our misuse that caused the chairs broken. I asked him to investigate into the problem and inform the manufacturer, he refused. He is willing to sell me more chairs at 50% off the regular price. I told him that replacement is not the issue but safety is our main concern。

Read full review of The Brick
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
K
4:43 am EST
Verified customer This complaint was posted by a verified customer. Learn more

The Brick Cheating

To whom it may concern:

My wife and I went to the The Brick warehouse LP 19 William Kitchen Rd in need of a new bed room ser and Mattress. The salesmen, Adrian Rodirigopulle, treated us great and presented us with a Bed Room Set and Mattress that was on sale and a very nice new bed. We ended up spending $2, 090.41, which is a substantial amount of money for a middle class couple. All was great, until a few weeks ago. (Oct 25th)
We have noticed that our mattered 15 cm crack in the bottom. It continues to deteriorate, and, obviously, makes things very uncomfortable. The mattress was purchased on July 8h, 2011. We were not worried because we were assured that when we purchased the mattress, it would be backed by an excellent warranty.
Same week (Oct 29th) we decided that we should go to The Brick and get them to come and exchange my mattress. Customer service sent out a technician to come have a look. When the technician arrived, he could see where the issue was just by looking at the mattress. He took the pictures of the damage and he said he is going to inform the office, but that he couldn’t fix it. However, we were informed that we would keep experiencing the same problem with the Mattress due to the poor quality and cheap foam used. The technician continued to talk about how low the quality of this Mattress really is. He asked us if we would be getting a call from head office just regards to a replacement of mattress
The technician filled out the paper work to replace the Mattress and we signed the document. However, as we waited for the phone call about the replacement arrangement. We got a call that the Brick would not be able to replace it and that we would need to contact the store to talk to them about it.

On Wednesday November 18/2011, I contacted The Brick and spoke to customer service about our issue. I explained the story and she said she needed to contact the Store manager Pater to find out what was going on. We received a call back the same day night to find out that the mattress would not be covered due to the Damaged to the mattress which was delivered by Brick and placed by his Delivery people and it’s not covered by the manufacturer. Apparently the customer service representative took this issue to the General Manager of the store for his opinion. He agreed that since there is Damage on the Mattress, it was to be deemed “abuse” so they will not liable to fix the faulty and cheap Mattress that we were sold.

We feel that the The Brick warehouse LP has not handled this situation properly and has not stood by their product. I doubt that The Brick Company appreciates or condones this type of behaviour towards their customers and their warranties. We ask that The Brick handle this situation correctly and provide us with credit towards a new Mattress, as there is excessive damage. We were simply sold a defective product that should be replaced.
Regards

Khan Srikan

Read full review of The Brick and 1 comment
Hide full review
1 comment
Add a comment
L
L
liketohelp
Toronto, CA
Jun 15, 2012 4:16 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Buy from Sears!

ComplaintsBoard
F
12:23 am EST

The Brick very angry at the manager and the sellperson

Last week I went to the Brick which is on the Eglinton and Pharmacy. Let me tell you the address of that place, so it's 20 ashtonbee Rd. Scarborough, ON. I was there on July 2, 2011 to buy Bed set and mattress, so I bought everything on that day and finish it with cash and everything. After 3 days they deliver it to my house. First it was mattress, so what happen it was like this when I receive the Mattress it wasn't the same as I chose it in the store, they brought for me different mattress not the same as I chose in that store The Brick. The mattress I chose it had more flowers on it and the colour around the flowers was blue, but the one they send it to me, the flowers were less that mine mattress and the colour around it was different than mine. The one the brought it it was grey colour around the flowers. I went today to the store to tell them that they send to us the wrong mattress, but they don't believe me and they didn't even do anything to help me. I had my mother with me and my sisters because on the day we bought that mattress they were with us. All of us saw that mattress with our eyes. The manager told us that we are wrong and we are lying to them. We didn't even open the mattress, it's still in those plastic bags. Can you tell me what should I do next? Also, at the end the manager told us that if we wanted to exchange it than we have to give them 250 for the charge. That is not fair because that is not our problem for the mistake that they made it. Today July 8th, 2011 I am very angry at them. Not even agree with them, it's their mistake not mine for losing my mattress and telling me that we have the right mattress. Four people saw with their own eyes that the mattress we bought it wasn't the one they brought to us. Perhaps, i asked them to find out where is my mattress gone but they said that we receive it, but we receive it it's wrong one. after it I asked if they don't know where our mattress it than just give my money back and come take your mattress back. Still they weren't agree with me and didn't trust me. Also, I showed them the mattress which I have right now at home at their store, that they send me that one not the one I chose it and also that was the last mattress. Please do something so either I can have my mattress or money. If u don't do anything I will just keep complaining until this situation will be solve. Thank You!

Read full review of The Brick and 1 comment
Hide full review
1 comment
Add a comment
V
V
Visun
Toronto, CA
Nov 30, 2011 8:03 pm EST

Look at your bill, it should have the SKU number of the item, match the number with the number on that item you were delivered, also Go to the store, find the one you think that you bought and look at the number on that. This should clear this up without a problem and there is no way they can avoid it.

ComplaintsBoard
H
8:04 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick everything is defevtive, the sales people are lairs and thieves and the customer service doesnt help you

I was given a store credit of 3500$. The sales person told me I could only shop in her department which is not true. I found out once the purchase was done. I was looking to buy a television and she did not allow me. I also found out I was suppose to get a tv included with my purchase of a living room set, it wasn't offered to me. I was delivered furniture 3 times because each time there was something broken or defective. The last delivery was the icing on the cake...They sent me the wrong carpet after waiting for it for a month. Once I called customer service, the lady hung up on me the first time. The second time they told me they sent the wrong carpet because the one I purchased was not in stock yet. That is Unacceptable! The third time I called they didn't want to direct me to their complaints department. Not only is the furniture of extremely bad quality but sales people are liars, crooks and your service is unacceptable! What will the BRICK do for me? I don't even believe this will be read! My next step is the bbb bureau and then head office. If that doesn't work, I will go visit my lawyer! Terrible!...How dare you take people's time and money!

Read full review of The Brick
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
N
8:49 pm EDT

The Brick $1200 piece of junk

I bought a couch from The Brick . We bought the extended warranty, (that does nothing)in the event that something should happen to the couch. By day 3 the couch had broken so we called and they sent out a technician to look at it. He said there was nothing wrong with it but I made him look harder as I heard a snap when my son sat on the couch. Because I was so insistant he adventually found the broken part on the frame and we got a new couch. When this one was delivered the bottom on the wood had some scratches and chips so they offered $150 cash back or a new couch. We took the money as this was really no big deal and nothing a marker couldn't hide. It took almost 4 months to get our money and 4 trips to the store on our own time and gas. I again in the mean time had called to have the couch looked at again as one of the spings was broken and the foam in some of the cushions was compressed. In my opinion this should not happen in such a short peroid of time. The guy came out again, checked it out and left. We never heard from the Brick again. Keep in mind this was 9 months ago. I called them one day as I kept getting random calls from some automated "important customer" speal inviting me to spend more money at their store. They just caught me on a bad day so I called to have my number removed from the calling list and complained to the manager about how this to me was a slap in the face since I wasn't taken care of well with the purchase I had already. He told me they called me in June (6 months after the technition had been at our house) to let us know that the one part of the couch could be replaced but the rest was normal wear and tear. I told the manager my story and he asked how long I had the couch for. I told him well over a year now and he said yes that would be normal wear and tear. I told him that if this has just started to happen then maybe it would be but this was happening right from the get go. I am waiting to see if they are going to do anything for me or not. I will let you know...but I swear by everything that I am I WILL NEVER NEVER NEVER shop at The Brick again! I should have learnt when I bought my bed from them!

Read full review of The Brick and 1 comment
Hide full review
1 comment
Add a comment
B
B
bl1986417
edmonton, CA
Jan 15, 2012 3:45 am EST

I totally regret on purchasing from them. I spent nearly $1000 on this red Sectional. And in exactly 1 year (more or less), there is a tear! I am going to call them asap to get this problem solved!

ComplaintsBoard
W
6:46 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick price guarantee

Item 55 inch Samsung LED TV, purchase price of $ 1495.00

On the 29 Sep 2011 my wife and I travelled to your Brick store in Kingston and purchased the above item. The sales person was William Graham. He was knowledgeable and polite, and we were quite pleased that he gave us useful information as to what tv suited our needs best. William also mentioned their 30 day price guarantee, should we find this tv cheaper in that time period. William made no mention that it had to be in a certain area or within a certain radius of Kingston. In fact, your guarantee below is attached, and also does not define a certain geographic area.

In Oct 2005 we made a similar purchase and dealt with than manager Jason Brunet. This was another tv and Mr Brunet price matched that tv till year end, just over 3 months. Again no geographic area was specified and Mr. Brunet was true to his word, and gave us three discounts before year end. We did not have to attend in person, but rather just faxed the brochure to the Kingston store, and our Visa was credited as promised.

On the 12th Oct 2011 my wife attended in person at this same Kingston store, and was directed to speak with manager Robert Windsor. We had found this same 55 inch tv at a lower price, for $ 1398.88 at Gibbys Electronic Supermarket in Toronto. Mr Windsor was rather rude and would not honour your price guarantee, saying that the cheaper tv was not within the Kingston region. This is the first time we heard the expression, region ? No geographic area was mentioned by initial salesman...

Toronto is 150 miles west of Kingston, has the Brick put a mileage limit to its price guarantee and not told anyone.

Can Mr. Windsor make up his own rules as he goes along, and does the Brick store support him. I do not intend to let this go, and will pursue what ever means I can to right this wrong. Also, Mr. Windsor could benefit from taking a few lessons in being respectful to his customers.

W Scott

sent 12th Oct 2011.

You are here: Home > Customer Service > Price Guarantee
Price Guarantee as quoted on The Brick website:
If you find the same brand and model you purchased from us, or and this brand is either advertised by us or a competitor at a lower price, on identical terms and conditions of sale (including, without limitation, finance terms) within 30 days of the delivery or pick-up of the product, we will be pleased to refund you the price difference in full. The Price Guarantee on all sleep sets is extended to 90 days of delivery or pick-up of the sleep set plus an additional 10% of the difference between the price you paid for your purchase from us and the price advertised by us or a competitor for the same brand or model. In order to qualify, merchandise must be available for immediate sale and cannot be of limited quantities, damaged, used, being liquidated, sold without warranty, or close out inventory. Our Price Guarantee does not apply to "As-is", limited quantity, floor model, discontinued items or exclusive items. For exclusive items, our Price Guarantee applies only for the same brand and model advertised by us on the same terms and conditions of sale.

Read full review of The Brick
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
M
1:39 pm EDT

The Brick scammers!

So I was looking for a pre-teen bedroom set. I found one in the flyer at the Brick. I called and spoke to a lady Val she said there was only one left and that I should put down a small deposit on my Visa because it might be sold by the time I got there..to hold it, till I could look at it and if I didn't like it I could get my deposit back. With no problem. I asked her 3 times if she was sure I could get my deposit back. So I go to the Brick with my daughter to look at it and it's not on display. I'm not the kind of person that buys something I can't see. So we go to Customer Service to get the deposit put back on my Visa and the girl says she has to talk to the manager first WTF So I see her go to 2 women Val and a women manager discussing this. Then I go over and say all I want is my deposit back. Then she says is there anything else I would like to look at or buy 3 times. I said no all I want is the deposit put back on to my Visa. I was getting very mad at this point. Then we go back to the counter and 5 mins later she's still typing. I asked what she was doing and what's taking so long? She said she had to input the reason why I'm not taking the bedroom set and all this other info. She then says a refund of 839.64 will be deposited back to my Visa WHAT…Val the sales rep had put the total of the bed plus an extra 69.00 for who knows what on my credit card. I WILL NEVER SHOP THERE AGAIN I never authorized to outright buy the bed..plus add the 69.00 !

Read full review of The Brick
Hide full review
ComplaintsBoard
A
9:19 pm EDT

The Brick bad service

I own a small business and we wash blankets and towels 4-5 times a day. So I went to the brick and told the sales accociate what I need a washer and dryer and why I needed it. I spent over an hour in the store with him discussing the different options. I chose a set that he said would work great for a business. I paid $2000 for them and an added 5yr warranty. 4 months in the washer decides to stop working and floods the place. I call the warranty department and they say that we are not covered because we are a business and washers aren't designed to be used 4-5 times a day and that we should have bought a commercial washer. I call the store and ask to speak to manager and she said that this was correct. I asked why he suggested this and sold us a 5 year warranty, her response was you can get a refund for the 5 yr warranty but I can not do a refund for the washer. So now i'm stuck with a $2000 washer & dryer that will break down and cost me $200 a month to service. Had I been informed that this washer was not designed for business use I would not have spent that kind of money! They say it is not their problem and I should come and buy a commercial washer! Go f* yourselves! And train your staff about washers before you steal money from small businesses!

Read full review of The Brick
Hide full review
ComplaintsBoard
H
11:23 pm EDT

The Brick worst customer service

I found a nice set of shelves, among other purchases, and had the associate confirmed the price for the SET of shelves for me. Upon delivery there was only one shelf in 2boxes. I spoke with the associate directly who remembered the order & confirming the price for the set. I was then transferred to customer service and advised that I could pay an additional $100+ for the other shelf because their listing in their catalogue is vague. Better business bureau here I come!

Read full review of The Brick
Hide full review
ComplaintsBoard
N
1:59 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick poor customer service/damaged sofa

Hi Sir
I got my Sofa from Brick Store 3 years ago from Woodbridge Brick store and Paid $ 129 for Extended Service Plan for 5 years, Now my Sofa is in Bad shape, I called Customer service, They said someone will come for inspection, No one showed up, Called again and they said there is no appointment booked, She booked appointment, guy came and took Pictures and said Either it will be replaced or repaired and someone will get back to us, NO one got back, Called again and they said there is no Defect, I was surprised with different statements, I was informed by customer service that they will contact technician again and call me in 24-48 hours, Been few days no one called. I was Planning to buy 3 bedroom set s and other Furniture.Do you think I will buy from here if customer get this kind of treatment, and I will be referring my freinds as well? Please look into this and I am not stopping here untill things get resolved

Read full review of The Brick
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
V
4:27 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick concerned only about money, forget customer once payment is received

I have moved from Montreal to Mississauga on Sep 1, 2011. Prior to that I visited this Brick showroom on Aug 20, 2011 and purchased furniture worth over $4, 000/- and we fixed delivery date for Sep 3, 2011. When the furniture arrived I was shocked to see that some items were damaged (they were inside their "original" packing). We asked delivery guys to take that back and contacted "customer service". They told us that replacement is not available and would be delivered on Sep 8, 2011. Then on Sep 8th morning they called again to tell me that the delivery has been rescheduled to Sep 11! I have a 4 year old daughter and I know how I have been managing without bed and other furniture at home.
To make things worse, I had ordered for some more furniture on Sep 2, 2011 at the same brick store for which i was told delivery would be on Sep 6, 2011. On the scheduled date they called to say delivery would be on Sep 8 and then on Sep 8 again they called to say delivery would be on Sep 10!
The sales girl who sold the furniture is just concerned about her commission and is not bothered once the deal is signed, the customer service manager or the store manager just do not come on phone line to talk to customers (they are cowards!). They think once customer has signed for the order, he is stuck and Brick can do whatever it wants.
DO NOT BUY AT LEAST FROM THIS MCLAUGHLIN ROAD, MISSISSAUGA SHOWROOM OR ELSE YOU TOO WOULD SUFFER AS I AM.

Read full review of The Brick
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

The Brick contacts

Phone number

+1 (780) 930-6000

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with The Brick?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with The Brick Customer Service. Initial The Brick complaints should be directed to their team directly. You can find contact details for The Brick above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about The Brick. Discuss the issues you have had with The Brick and work with their customer service team to find a resolution.