The Brick
reviews and complaints

Hi
This is to tell u that I bought 3 sofa on 31 march from the brick. And only after few months we have noticed that the place where we put our arm the foam is pressed down for all three of them. Also the color is fadding where we sit. We have the warranty and the receipt with us. I don't know if it can be seen properly in the pictures but it's very noticeable when u see it live.

Thank you
Amjad Nazir

When we ordered the sofa, we were told that we cannot choose the specific delivery time of that day, which means one people must wait at home, we made several calls to customer service and tell them the earliest time we can schedule the elevator is 10 am, they said "the system schedules the time, there is nothing we can do"

OK. Fine.

We received a call one day before the delivery and were told they will come in the morning from 8-11, we said again that we can only use the elevator until 10, please come later than 10, they said they do not know if it is possible.

So unbelievably they came at 8:30.
And they left because the condo manager did not allow them to load, because the earliest time we can use the elevator is 10 am.

OK.Fine.

Then we made several calls to ask if they can come back later than 10.
What they said was sorry and they can schedule another delivery on a different day.
Here is the conversation:

Me: Are you able to come again today?
Delivery centre: No.
Me: So are you going to reschedule it
Delivery centre: Yes.
Me: That is interesting, will your computer still schedule 8-11 for this area?
Delivery centre: Yes.
Me: The earliest time we can use the elevator is 10 am, you will still come at 8 or 9, we still cannot get it.
Delivery centre: That's right
Me: Why waste your time?
Delivery centre: That is not my problem.
Me: Can I get a refund if I go pick it up? (BTW $89 delivery fee)
Delivery centre:No.

OK. Fine

I really regret buying there right now, delivery fee is expensive and the service is unbelievable upsetting .

Frustreated, angry and truly upset, its about all I can say right now. After buying a stove from the Brick over a month ago I didn't expect to have to wait well over a month to have it delivered and be told everytime I call next week. This is a very poor way to deal with customers. This will be the last time I order from you and will make it a mission that no one else does either.😡

To whom it may concern,

This is Barbara and David Elvery and we are emailing in regards to a purchase we made a few years ago. We recently emailed customer service regarding a couch we bought and how there seems to be a defect in the material as it has started to rip without much usage and even included pictures in that email (which we will include in this email as well.). We were told by customer service that they were unsure if anything could be done for us and the best thing to do was to go to the location we purchased the couch and speak to someone there. We went there today (Tuesday October 16) and they proceeded to tell us there was nothing they could do for us. This is extremely disappointing as we paid over $900 for 1 sofa and it has ripped due to something we have no control over.

The rips started off small and almost like a discrepancy in the leather, as you will see in the first 2 pictures, and eventually spread and ripped on its own as you will see in the last picture. Not only is this an eye sore but our money has pretty much gone to waste as we purchased this with a 3 year warranty and due to it being 1 month after the warranty was over they told us nothing can be done to even help us out.

Secondly we are extremely disappointed with the sales tactics reflected on the company, we told the people at the location how disappointing this was due to money being wasted and they proceeded to tell us "well maybe if you were buying something today we would be able to help you out". I believe this is horrible customer service and has put a very bad taste in our mouths; not only are we long time loyal customers (buying everything from a sofa, love seat, dining set and beds from the BRICK) but your customer service team is pretty much telling us they can help us but they do not care to help us unless we spend even more money as if paying $949+ tax for a sofa and an extra $249 for a warranty is not enough.

Please help us to resolve this as we are extremely disappointed with this service and company right now and will most likely be avoiding any Brick purchases in the future. Unfortunately at this point we will not recommend your company to anyone we know as the customer service has been horrible in helping us deal with and trying to figure out what can be done after spending a bunch of money on a couch that doesn't seem to last past 3 years with hardly any usage. At this point we pray the love seat we also bought for $939 does not do exactly what this sofa has done.

Barbara & David Elvery

Purchased sectional and received defective piece of furniture Contacted customer service and I was offered $100 store credit as they said it could not be repaired. I said no then they offered to replace but I had to pay delivery. I spoke to store manager and he offered half price delivery fee I paid fee and set up delivery date then they called me and changed delivery date saying it wasn't confirmed when I confirmed during payment of delivery at the store in person. I had to take vacation day to be home for delivery and I rec'd another defective piece of furniture worse than the first one. I again contacted customer service and again rec'd no apology at all and was offered $100 store credit and asked if I would keep the piece. I said no and want it replaced. The next shipment is not for over 2weeks! I believe I not only should have rec'd replacement loveseat but also $100 store credit for all the inconvenience I purchased set 25/18 and won't receive until sometime in nov, maybe! I may receive another flawed piece. Very poor customer service! I won't shop the brick again

We moved to our new house in Kanata, ON and decided to buy whole house Furniture from so called "THE BRICK". Since then we have nothing but issues and issues. You guys are giving me unnecessary stress and depression. We have received partial damaged Furniture, When we request for replacement we got another piece which was more damaged then the other one and hats off to this Kanata location no one pick up there phones never answer customer. Great Service. Never Ever going back to BRICK neither referring any one to BRICK. All I wanted my furniture what I have paid for but no I can't get that. Is this some kind of joke after spending thousands of dollars we don't even get what we order and paid for? Great. Hopefully someone will read this I doubt it will reach to anyone ears.

@1 Aug. 2018 purchased 2 recliners from The Brick in Mississauga. One has never worked properly. Tech.came on 2 Oct. 2018, says chair needs replacing, will pass on info and gave me a reference #.10 Oct, called Brick..waiting for part!. 11 Oct .Call from Trans global delivery, say part will be delivered24 NOVEMBER 2018.
16th Oct. tried to get in touch with Brick after sales rep. advised me to go this route.
Service so far stinks.
K. Pedder [protected] 16th. Oct 2018

We purchased a bed frame, washer and dryer, dining room and kitchen tables, sectional sofa and coffee table back in March of this year. We specifically mentioned we were undergoing a major renovation. Shortly after we received a call notifying us that OUR WASHER AND DRYER WERE SOLD to another customer. Then we were forced to take shipment in June. We finally finished our renovation and opened the box to the king fabric bed frame only to see that two panels are a light grey and two panels are a dark grey. We called the Brick and were told we would get a call back and never received one. We called back today and are now being told that they refuse to exchange the panels for the correct panels because we are over the 90 days. This problem needs to be fixed as we spent thousands of dollars there! This is now the third problem we are facing with NO corporate phone number to call. Lawyers will be involved if not fixed.

I had written the following email to their customer service department. Till today I have not received any reply, not even an acknowledgement. The email gives all the details. Please see below:

Sales Order Number : 08308H2RLFO

Balwinder Kaur
Wed, Oct 3, 6:27 PM (10 days ago)
to hss

Hello,

We purchased 8 pc. bedroom set on 30th August and were informed that delivery would take place on 2nd October between 10.15-1.15 pm. I called around 1pm just to check status of delivery. I was informed that the delivery was taking place at customer number 8 and I was next in line being number 9. After 15-20 minutes, the truck came. One of the guys asked me where it was to be placed and left all the packages in that room. When asked me to sign the slip and I asked why he didn't unpack and install and he said that wasn't his job. I asked him if there was a change in policy because when we bought another bedroom furniture in 2014, everything was installed and they took away all the garbage cardboard boxes. He was very emphatic and said that they were not going to do it.

So, I tried to call customer service at Ashtonbee store and twice the bell kept ringing for 10 minutes and no one answered. Then I called our salesperson, Iqbal and asked him. He said they were supposed to install and remove boxes. He said he was going to customer service and I should also call again. Again on second attempt, I talked to customer service representative and he also confirmed that they should have done it. So, I asked him to call them and tell them to come back but he said he couldn't do that as they had other deliveries. So, I told him to send someone else the next morning, i.e. today but he said he had to ask delivery department and it could take upto a week or more.

I can't understand how you expect us to live for a week without our belongings in proper place. I was alone and not feeling well and my husband was even sicker and had gone to the Doctor. Both of us being sick and at ages 65 and 72 years were not in a position to do all that work. So, I had to call 2 guys to help and set up everything and dispose of the garbage and cardboard boxes. I had to pay them $500.00

I am really disappointed that Brick treats loyal customers like this. We have bought Leather sofa sets, table sets and 2 bedroom sets from Brick and can't understand why Brick does not give proper instructions to their employees or delivery staff. Even the guy at customer service was not helpful at all and very rude. I am really upset at being treated so badly. The least Brick can do is to compensate me for the cost I incurred because of inefficiency at your end.

Ms. Balwinder Kaur
Phone:[protected]

Purchased July 2017. Over $2, 000. As of February 2018 submitted an inspection request (as instructed by store) because the material of the mattress was covered with pilling. Horrible looking. After much waiting finally received an email from the manufacturer asking if I received my mattress cover! And that was the end of it. I have submitted numerous replies to the manufacturer that I am not looking for mattress cover but a NEW MATTRESS as this one is defective. I have received no replies, no assistance. The store refers back to the manufacturer- not their problem anymore. Warranty only covers sagging. What kind of crap is this? A defective product is a defective product. I have never seen such disgusting customer service from any company in my entire life.

I purchased furniture through the Bonnyville branch. Couch, chair, tv, and bedroom set at the end of September. It was set for delivery October 3rd between the hours of 4 to 7 in which I missed work waiting on this. They showed up at 9 p.m. and complained about having to bring that furniture up to my apartment. They said that I will have to figure it out on my own if my couch doesn't fit. They dropped off the furniture inside and left they never even took the wrapping off of the couches. Most of the bed frame never came I only received the headboard. I'm still waiting on the rest. I never got to see a display model of the furniture I ordered and once I got it unwrapped I did not like it so I called within 3 days to ask if there was something I could do about it. I had to call again this morning in which the manager that I talked to was extremely rude told me that there were no refunds I wasn't getting any of my delivery fee back or compensation for the screw up and if I didn't like it I could go shop somewhere else. I said to them that the local Furniture Galaxy offers refunds for their products and I would be much happier shopping with them in the future. I am extremely disgusted with the service that I have received from The Brick and we'll make sure to tell everybody that I can about this going forward so I can possibly get them to not shop there as well if this is not rectified. Thank you

Good day yesterday October 8th 2018 we purchase a 716, 23$ Sony in Quebec, we paid for t by Visa and as we got to the back of the store by car the employee informed us that we had to open the box and inspect the TV.

We plug it, and everything was fine of course, but when came time to put the 48inch TV back in the box, the employee had a hard time getting it and my husband witness him forcing the tv back in crooked into the box and squeezing it in the styrofoam.

my husband told hm twice to be careful and mentionned to him as well that he wasn't to please about this policie and he replied that it was fine.

we got home and got the tv on our bed and put the stand in and noticed that the tv screen was broken and it was a total loss.

we then contacted the store, and went back to the 1150 duplessis Rd in Quebec and they told us that it was their emloyee words againts ours, and basically denied what happen and that we had to wait for the manager to call us back on October 9th.

the explanation given yesterday ten towards us losing 716$ let just say that it wasn't going towards an happy ending.

It has to be mention that we dont have any money to buy another Tv and that we will have to pay the 716$ because my Credit Card company wont hold off on the payment.

I wan to put a complaint because the legal garanty, theirs a big chance that we wont be able to use it because the TV was forced into the box, we would appreciate it if the 48inch Sony TV could be replace by a new one.

you can reach us at [protected].

[protected]@gmail.com is our email

baught a mattress, mattress box and a mattress cover from brick on Friday oct 5th. I didnot wanted to buy the mattress cover but jaspreet(sales associate) said he would give us discount, so I agreed to buy that cover. I had that cover with me and wanted to bring that home the same day, but jaspreet said he would said that cover with the delivery so we agreed.
I got the delivery on Sunday but the mattress cover wasn't the same that jaspreet showed us. I looked at the bill and found that the bill had the cheaper cover listed.
So what technically happened was I was showed a different mattress cover, but they put a different cover in my bill and delivered that cheaper cover.
I went to talk to the store manager and he said it was my fault that I did not look at the bill during the purchase. I trusted brick thats why I didn't look at my bill. He said I would have to pay extra to get that cover. They were clearly thinking that I was lying.

I am dealing with brick from 2011 and till now I gave around 40, 000 business to the brick at kenaston.The difference in covers was only $10 and to save those $10, brick employees harrassed me.
It is clear that neither me, nor my friends or family members are going to brick now. All my friends and family members give around $20000 business every year to you guys but not even a single person helped me, they were not polite at all. Their faces were like they wanted to kick us out from the store.

I gave the mattress cover back to guys and asked them to keep that.
Now i don't want any resolution from brick but non of my family members and friends are going to brick now.

A few weeks ago my wife and i went to the store in Bathurst New Brunswick and purchased a kids bedroom set and a rocker recliner and was supposed to receive a free echo dot which we did not get. I called the store twice and was promised i would receive my " free gift" which i never did and never as so much as got a phone call from the salesperson! Very disappointed in the salesperson and manager for not doing their jobs! I would like these employees to be reminded and educated on the importance of customer satisfaction and i feel like i should receive my " free gift" as well as a generous discount on my next purchase which if made will be made in Moncton New Brunswick, u will never shop at the store in Bathurst again!
Thank you i hope this matter gets resolved.

I have already sent about 5 complaints regarding broken bed and saggy sofa cushions but no reply from company. May be for when the warranty period is over.I have taken all this furniture on loan from brick and repaying the instalments regularly and inspite of that I am sleeping on the floor because the bed is broken.Pl replace or repair the furniture at the earliest before the warranty period is over. I hope you will do the needful at the earliest. Thanks in anticipation.

The above dinette set was on sale for 399.00 on Friday and I was trying to get it online but for some reason i was having issue n could not get. Kept on trying n finally in the morning it worked but unfortunately the price was back to regular price of 599.00. I called the store to see if they could honour the price but they refused. I am good customer of brick n always buy furniture from brick

I made a payment at Hearland -the brick for the amount due on Aug 22/18 On my The brick card. When i got the statement on Sept the payment that i made on the card was not listed on the statement. I immediately went to the store to check and said they will me back.. its been almost two weeks and the issue was not ressolve? Where did my payment went? I suggested for a refund but they are not able to do at the store and yet they are taking so long to find out where the transmission problem with my payment. If i paid something i would expect to have it transmitted in the right account and if there was a problem at the brick's end then be considerate enough to escalate and resolve the issue as quickly as possible. Is been almost two weeks and all they could tell me is they are still wating for an email from accounting... what the hell is that? Where did my payment go!?

There is more than one person same issues as me in here the brick lies to customers ripps them off I was called back manager khon he didn't want to see me I paid two accountants to do the math two opinions and with his physic powers he told me exactly what happened and why without having records or receipts no info no nothing everything is sent to td financial in the states but he did it he told me what and how and that I am wrong the products bedroom set wich is peeling and bubbling only 2 yrs old my guests laugh when they see the coffee table I cover it now all peeled off the fake wood sticker on top its a pretty big table I cant get a refund on the garbage I bought I cant come in with the spreadsheets my accountants did I cant get the extra interest taken off because the brick doesnt make mistakes is that why 10 thousand complaints are here and none of us received help with all this misery your store causes why are you guys opened and sell garbage the the customer service people and the supervisors all said its a mistake that's too much interest the amount of the purchases are half the amount of the interest but according to the managers physic ability I am wrong and according to him I cant I am wrong I wish I had the presidents number but does he answere the phone your store should treat people like they are somebody not let them leave in tears after 9 trips to the store and 11 calls to the td financial blaming its the bricks fault I went to check out ashley's furniture wow real wood real furniture and the best customer service the best treatment I told them what happened they say its happens a lot yup I showed them the pictures they couldn't believe it and to think its across the street from you guys devastated I am paying it going to call the bbb now

Date: Sept 13
I went in to the store on Sept 13 and spoke to the rep from customer service. she told me that they do not deal with warranty issue at the store level and provided me with an online web site to make a claim. so I went home and did it and got a confirmation number 3667993 on Sept 13. On Sept 15, Gena from TransGlobal service national operation team email me back that the case has been escalated to supervisors however she won't be back until Monday Sept 17. so I waited it. On Sept 18, I email back and no one has responded. so I did another follow up email on Sept 22, still the same. no respond.

on Sept 25, I called the number from Gena original email. [protected]. the rep Cherrie Aylwin told me to go back to the store to make a claim because she is only dealing with appliance. as you can see, it is very frustrated. after I explained to her. she was able to help and escalated to the store.

so I called the store and spoke to Evami and she said my claim got rejected. first of all, no one has contacted me since Sept 13. 2nd, I bought the 5 years warranty from the sales person Rosie 3 years ago. She tried to sell us the 230+tax warranty and told me and my wife that it will cover everything. we were doubtful and asked her. and she showed me the document "The Brick provides you with comprehensive coverage for defects in the construction of your furniture resulting from normal, daily use. With this Plan, your furniture is protected and will provide you with the comfort in knowing that we will repair your furniture in the event you require service." we asked her that if the colour faded away under normal, daily use? she said yes. so we bought it. Now, when we tried to make a claim, it got declined. Then Evami said she has escalated to her manager Ilona who will get back to me. I asked her how long would take? she said she can't promise. I told her I have waited since Sept 13 and today it's Sept 25 and I have to do follow up. No One has contacted me or email me about the claim. she said just wait
and here is another ticket 3699219.

I asked her if there is a president office I can make a complaint and she said there isn't any.

my wife and I are very displeased with this service. very unprofessional. despite people said about the Brick warranty, we believed the sales person 3 years ago. and now it proves it. if we were told the Truth, then as a consumer, we have a choice. if we were misleading, then it's not the best business practices.

Should the brick honour the warranty they originally sold to us. we hope they can honour the warranty that we bought 3 years ago or refund the warranty money we spent 230 plus tax.

Hello my name is Jason Torok. I have be trying to get warranty service for my Samsung washer model# WA52J8700AP/A2 since june14, 2018.
My original calls to your warranty department call number start on June 14, 2018. I was instructed by your call center that someone would contact me within 24 to 48 hours to set up for repairs. No information was gathered at this time other than my name and original invoice number ( 06075AE1004001 ) purchased June 7/2017. At this time I waited approx 3 or 4 days and called back again at that time I was instructed the same thing that someone would contact me. Yet again I had no contact from anyone. This went on multiple times until July 14, 2018 when I demanded I talk to a supervisor in charge. At this time I was forwarded with much fighting and insistence on my part to a man named Omar I believe ( this name could be wrong but he told me he was the only man supervisor they had). At this point I finally received a reference number for service. ( 347969 )
He told me that a service tech will contact me within 48 hours. I waited yet again until July 16, 2018 when I called back to warranty and asked to talk with Omar directly. At this time he said he would escalate this and have a repair place contact me today. Well that did not happen so after calling back daily and talking with who ever would answer the phone and being told they would be contacting me I did finally receive a call from Quality Repairs out of Drayton Valley on July 23, 2018. He asked me the issues and I explained to him. At this point he had me send him pictures of model tag and machine. He said he would order some parts and try them. I asked when I might expect him to come for repair. He then instructed me he was leaving for a 2 week holiday and would not be back until the week of aug 13, 2018. Then inmormed me he would set up a date of Aug 16, 2018 to come repair and I asked why so long to get a repair date. I was then told he only comes toward my house on thursdays. Even though I am only 27km from Drayton Valley. I asked is there nobody else that can come sooner at this point I was told "I am a one man show and this is my area so when I take holidays you wait till it works for my schedule". So I wait. On the morning of Aug 16, 2018 approx 10am I get a phone call from Ryan at Quality Repairs. I ask him did he receive all the parts and his reply is I don't know I have to check. He will call me back. He calls back about half hour later and says That he did not receive all the parts he ordered so he will not be coming. He will reschedule for Thursday Aug 30, 2018 I yet ask again why so long. He says parts won't be in until then. I then tell him Aug 30, 2018 will not work for me unless it is after 5:30 pm at night. He okay he will come then and sends me a text stating that. On the morning of Aug 30, 2018 I receive a call from Ryan saying he is coming today this morning. I then remind him that I was not available to be home until after 5:30 that evening. He then says well he's going to do his run backwards then and see if it works or not. Then he tells me to provide him with a key and password to my home alarm so he can just go in and do the repairs because he does this all the time. I refuse and ask is this common practice for him and he says "what you don't trust me I have been in business for 30 years and you think I'm going to steel from someone like you!" I yet again refuse and am not overly impressed with sort of treatment. He says fine I'll call when I'm done my other calls and you can meet me then. I again tell him I am not a available until after 5:30 and he says can't you get someone to come and let him in, I again tell him this is not possible. He then say fine I'll call this afternoon when I'm done my other calls. I again tell him I can't be home till 5:30. He hangs up the phone. So approx 2:00 in the afternoon he calls and says he is on his way to my place and I ask him if he didn't understand I could not be there till 5:30 at that time he tells me his is not driving back out to meet me at that time. either I come now or schedule the next Thursday available to him. At this point I become upset after waiting so long already. He says to bad it only me that deals in this area so I need to work around him. At this point I hang up and call the warranty number again and ask to talk with supervisor and was told they would get back to me within 24 hours. He we are again now after multiple calls daily I do get a call from a fellow name Juvnial he tells me that Quality Repairs is the only person to service my area. I at this point tell him this is unexceptable he told me he would have a manger contact me. Finally after many more calls to the brick customer complaint phone number and leaving messages finally on Sept 4, 2018 I receive a call from a Geraldine she instructs me that she is an Obbudsman for transglobal warranty I explain the issues I am having to her. She then tells me she will see what she can do give her a few days. I do just that and later the next day she tells me she has found a different repair company willing to come fix my washer and they will be calling me. That evening I get a call from a nick from the new repair place. He was very helpful and concerned with my issues. I explain the issues and sent him a picture of machine and plate numbers. The following day he calls me and says he will be ordering parts and I will hear from him soon as they come in or he would call me in a week to let me know how things are going. Nick does contact me again on sept 11, 2018 and informs me parts are not available for approx 2-4 weeks. He will contact me soon as they come in. I tell him thank you and hang up. I then call Geraldine and leave a message for her to contact me. I do this every day until Sept 17, 2018 when she finally contacts me. When I finally do talk with her I express how unhappy I am with this and I want my washer replaced because this is totally unexceptable. She tells me she will get back to me and see what she can do. Finally on sept 21, 2018 I call her again because I have not heard a thing from her. She finally returns my call at approx 3:00 pm and tells me there is nothing she can do because wait time start all over when a new repair place was assigned to me and it is out of her hands. So this has lead me to contact the office of the president for The Brick. Below I will provide contact names and number of whom I have talked to and screen shots of text messages I have received from Quality Repairs stating the time of said repair appointments. I can be contacted directly on my cell phone at [protected] or email at [protected]@telusmail.net. I do prefer phone call.
Thank you for you time and do hope to be contacted very soon

Trans global Obbudsman Geraldine [protected]