The Brick
reviews and complaints

We purchased the #6 mattress and boxsring beautyrest hotel collection but after 3 weeks we found it was to soft. We traded it in for a #3 the firmest one in the collection because I am a stomach sleeper with back issues. We spent $2000. We had the #3 mattress now for only 4 weeks and it has sunk in. I called the brick kelowna and was advised to file a warranty claim which I did. I was told by the brick to wait 48 hours and call back if I had not heard from warranty yet. I waited three days and called the brick back. The customer agent named Jazz was rude and refused to allow me to speak to anyone but her. She said the manager advised her that the situation was out of the bricks hands. I asked to speak to anyone else or manager and she would not allow that. All I can say is if they dont fix this issue asap I will take extreme lengths on social media to get the message out that the brick Kelowna are crooks.

when i purchases the sofa they tell me delivery day is October 15th the is the latest day. until Oct 16th i call the [protected]. then they tell me your item is back order have to wait until Nov 5th. until Nov6 i call again they tell me back order again, you have to wait another 2 weeks it mean no guarantee the day. i just don't understand if the store don't have the sofa why keep selling us and keep lie to us. is it how trade the customer? and the lady i call for the brick also so mean. she sound like really don't care.

Our sofa was scheduled to be delivered on Thursday Nov 1 but due to circumstances beyond the delivery mens control it didnt get delivered till Saturday Nov. 3 (which was no big deal at all). However i was assured that this being the 4th sofa that it would be thoroughly inspected before it was put on the delivery truck, well there was absolutely NO way that this sofa was inspected at all. It was dirity, had marks on it and a big mark on the foot rest. Thank God the delvery men are looking out for me and my purchase because obviously The Brick is not! As i explained earlier I have a big surgery coming up at the end of November early December and i wanted my home decorated for the holidays before hand. How am i supposed to decorate when i will have to move things to accomodated furniture coming in and out! Nevermind the fact that my husband is rarely home as he is a truck driver and I'm disabled. I am so angry and upset by this entire experience, i really wished now I had bought my furniture elsewhere. Obviously all my past purchases over the years at the Brick were just luck of the draw, because when I read reviews about The Brick very few are positive. I haven't taken to social media yet to write a review yet but it's coming and trust me I don't think its going to reflect positively on your business. I am forwarding this to head office and the Operations Manager at the Upper James location. The Operations Manager is absent till the 15th and I want this addressed before then.

Your Website for furniture shopping online is inaccessible.
I have no problems at my end accessing any other store online for example Amazon, Sears, The Bay, Wallmart etc...
But as for your site, I can get in, but then I cannot search for products. I get the continuous clock rolling and keep getting the question as to if I want to keep on waiting. I tried waiting for 10 minutes and still the clock keeps on rolling.

Therefore I cannot shop online at your store and instead have to shop at other stores.
You are losing customers. I am a programmer analyst retired from the RCMP after 26 years of programming computers.
I am thinking that your site has too much advertising either from your site of third party sites which slows down response time.

You need to rewrite your website and or get another webmaster.

Humiliating experience for visiting the brick store to get the credit for recieving damaged furniture...will never recommend Brick to anyone..team member named Mimi insulted my whole family while other staff members being spectators...she was so rude that she walked away from the cash register saying she doesnt want to help us and kept yelling at us. This is how Brick handles customer issues? The Duty Manager Mr Khan or any other member never stepped up to help or defuse the Rage Mimi had towards me and my family for no reason. Please let me know if you are unable to take any action against your team member's behavior, I will bring this to General public's attention..so that no one else has to go through with her raging and scary behavior.

Good morning,
I bought King size mattress last year for my guest room and i asked for hard firm mattress. Staff member showed me this mattress saying this one is really hard and don't squish when you sleep. whenever any guest arrive at our home and slept over the mattress they had issue with their back very next morning.Now this month my sister came and she complained about same thing, and she told me that this mattress is not at all firm and gives backache. So we thought of trying this mattress ourselves.
This mattress is so annoying and gives backache very next morning. now sleeping on this for a week and i got worst backache and had to take leave from my work today.
We r shifting the mattress back to guest room after 1 week trial. and we figure out why our guest complained.
I will really appreciate if you can look into the matter and if we can change the mattress to firm hard mattress. Because it was expensive mattress and hardly used, may be 15 days in a year time, brand new .We got this mattress with brick Desjardins card
thanks
Sukhdeep Dhillon
[protected]@gmail.com
ph no. [protected]
Account number: [protected]

What is the point of wasting money on a warranty when your not concerned about fixing damage or overall customer experience? I have read similar reviews on this page. Leather peeling on Sofa within warranty but will not repair. After someone came out took photos and advised it was a concern only to be called and told issue was not reported within 14 days of noticing the issue they won't do anything about it. Customers be aware you can't have a busy life if you need to monitor the condition of all furniture purchased from the brick every 2 weeks to make sure every spot is reported for your warranty to be valid.

Me and my wife purchased a leather sofa paid for the extended warranty and we report a claim on line immediately and we got an answer. They says he gonna send a person to check what the issue. but it not gonna happened we wait for a person but no one came.
He ask to send an another photo of the wearing sofa then after a week he said he declined my warranty hes name honey cooler in The Brick 920 park st Regina SK. How could you defined if you not see personally and what he said someone will check it out
But he did not do. We are valued costumer since 2011 we purchased a lot of item in The Brick and we been experienced different claim but this time is very upsetting look like we been fooling. My name is Conrado Aguilar and mrs Arlene Aguilar from 120 Smith st. North regina SK. Im not sure it happened July 20, 2018. We request repair or refund this item. He said it is a tear so he declined but is No.

I bought a Samsung 65 inches curved TV and as it says online it can deliver on my area in houston British Columbia. I so disappointed in which both store prince george and Terrance called me and told me they cannot deliver. I put my exact postal code when I purchase it online but it happen to accept it. Can u guys fix this kind of problem which end up for disappointment. Hope to hear from you guys soon

I have already written a complaint to you and have not received an answer yet. This is very upsetting. Also I had already received a notice from you to affirm my e-mail address before you sent this one.
In December 2016 I ordered a rocker recliner, on line, from The Brick. I feel these next details are important. I am an 88 year old female, 5'2"...121 lbs. living alone. I have my son who visits me almost monthly. He is 6'...180 lbs, a very quiet man.
A month or so ago I heard the odd cracking noise from the left side of the chair when I was getting up. A few weeks ago I noticed that the chair arm on the left was a bit lower than the right one and when I pushed on it, it leaned over slightly and, on closer inspection, I realized that the side had separated from the back and was pretty well hanging on by the material.
I had got a new Protection Service for my computer and they managed to lose my gmail address along with my receipt File Folder so I cannot find my Receipt for this purchase but am hoping that you can locate it by my information. I realize that it is no longer under warranty, if it ever was, but this is ridiculous. It was an expensive chair but was on special or I couldn't have afforded it.

I purchased a leather sofa in may 2018 and paid for the extended warranty. This summer I noticed the leather wearing of on the seams on the cushions and later some discoloring. I was working alot and did not get into the brick store until the fall.
The first customer person was friendly and filled out the forms to have someone look at the sofa, never got a call, so I returned to the brick and was meet by a very rude costumer service person and weeks later I have still not been contacted by anyone
Why did I purchase warranty if the brick does not stand behind it

I am Anthony DACAMARA phone # [protected]
I bought a recliner approximately one year ago the lift is broken, a minor problem the leather is fading the cushions are collapsing . The reason I bougth this is strictly health reason . I have been waiting on a fix for a while . Now if I have to be hospitalized because of spinal damage, my family have been instructed to deal with the brick. I need this chair fixed ASAP . I don't know what more todo to get a response from the brick. It has a 5 year warranty . If no response by the next 3 witking days I will engage legal help . Thank you
Anthony daCamara

Good day,

I am writing to express my ongoing dissatisfaction with your delivery/ store services.
On October 21st I purchased 6 pieces for our bedroom set. We had asked to have it delivered and assembled as early as possible. The rep explained there would be an additional charge and we agreed and proceeded to book the delivery for today, Wednesday October 24th. The delivery came on time as explained, which was awesome, but the crew explained they were not going to assemble these units as they weren't instructed to. Confused and concerned, I called the store immediately to inquire as to why these boxes were dropped off and not built. She said well you have to call the guy who sold you the stuff, and he's only in Friday, I can't help you otherwise, as he apparently made a mistake and only charged you 50$ for delivery. First of all, how as a consumer am I supposed to know he made an error in ordering, or in this case, not ordering the assembly. Second of all, the individual over the phone was the least helpful person. I asked how I can have this corrected, she said you cant, you have to build it. I asked well I physically am unable to build it due to my medical condition, you need to then take this back I can't use it. She said we can't do that either it's not broken... I replied to her I would have no idea if it was broken its all in boxes and not assembled. I was given explicit instruction by our sales rep to call if we had any issues within 48hours... I called within 30 minutes of the delivery. She explained that if I wanted it assembled it would be approximately 200$ more, I explained that that's absurd, I was already charged upfront 50$ after explaining I needed it assembled. I asked her how can I ensure it get assembled and who does she need to contact to take additional payment to ensure it gets assembled. She then put me on hold for a few mins and came back and advised someone would be back to unbox and assemble. The two gentlemen that delivered the boxes originally came back and explained that they are here to unbox only two of the 8 boxes and could do no more... now I have 6 boxed and 2 unboxed and a mattress I cannot do anything with.
Since the store was ultimately the least helpful, I called the assembly number on the back of our invoice and requested someone come by to assemble, I am charged an additional 169.99 plus QC taxes PLUS I may need to wait until next week for someone to assemble this bed. The helpful woman on the phone, Anna explained there should have been someone to assemble it as it is a set that normally requires the service as it includes mounting a mirror and assembling the entire bed, headboard, footer and bed storage and frame. She said she would try to expedite the process to the best of her abilities but it may take until Monday to have someone come to assemble the bed.
In the meantime, I have nowhere to sleep as we are moving in and this was supposed to be rectified today, I will have to stay in alternative accommodations until this is resolved.
Suffice it to say, this is unacceptable and the run around from the store alone was less than acceptable service.
Invoice number 102183ERYZT DURAO140ZS

Thank you for taking the time
Olivia Durand
[protected]

Purchased what I thought was a quality sofa but it is hard as a rock and is giving me terrible back pain and hip problems...they tell me they will offer me no options once its in my home... Their customer service is the worst I have dealt with... Stay away from The Brick ..Shop else where... The Brick furniture is crap quality and they dont care about the customers!
I would like. full refund and never deal with them again...but if they would meet me half way I would exchange for a more quality sofa... I am appalled at how little they care about you once they have their money! Will warn any others not to shop there!

I hope you can help me. I purchased a brown cloth rocker recliner, approximately December 2016, was expensive but was on special. I am an 88 year old woman, 122 lbs and do not use the reclining position very often. My son, 6', 180 lbs., visits me almost once a month and uses it. He is a quiet person. I mention these facts because I had noticed a noise in the chair when I was getting up from it recently and now the left side of the chair has come away. The cloth is keeping it together or it would fall right off. I realize that it is probably not under warranty anymore but this is ridiculous. I purchased it online and filed the receipt in my Receipts File Folder but when I changed my computer protection firm, they managed to lose my gmail account and two others, and that included my Receipts folder. If you contact me personally I will be able to give you my name and telephone number and gmail address and am hopeful that you can locate the details of my purchase.

hello,
I recently received a delivery for a sectional sofa. A piece in the sofa was already damaged when it arrived. I requested the delivery guys to take that back but they denied. They asked me to call the store and request the replacement. Since, that was the heaviest part of the sofa, they did not handle it properly and they slammed on the wooden floor, which caused me badly dented and scratched floor. I took pictures and sent to the Bricks claim department within 30 minutes of the delivery. I did not hear anything back for next 3 days from them. In the meantime, since it was a brand new house, after our 30 days inspection, I had previously booked an appointment with a contractor to repair some floor in the house elsewhere. So, the contractor came the very next day after the delivery to fix that floor. I requested if he had any spare floor board with him since we were left behind with no spare floor boards ! Since, he was the guy who worked on our floor originally, and since he had extra floor boards, and since I already submitted the pictures to the claims department, I went ahead, paid him $400 & got the floorboards replaced. Now, the claim department have rejected the claim, since I already repaired the floor. I told them that I did not have any spare floor boards with me, so I had to make sure that I get the same material from original company who did my floor in the first place. Also, the location of the damage was right at the archway from the kitchen to the family room. So, I could not take the chance and wait on Bricks to get back to me. First, they deliver the damaged product and they cause property damage and now, they refuse the claim! What kind of customer service is this?

I am having to do this for the second time, which makes me even more pissed than before.

A chair was delivered to our home this afternoon from the St. Catharines store. The men carried it in, sat it down, and left it to us to remove the plastic covering and unpack corrugated cardboard which covered the whole chair.

They said they could not do it because we live in the boondocks (my word, but that's what they were saying).

This was not an easy job for a 78-year old woman and an 82-year old man. The chair is heavy, and we had to lift it over and over and up and down to get it unpacked.

We think this a very unfair and discriminatory policy

I bought a floor model T.V 55 UHD on Oct 5th in the Burlington Fraser dr. I paid $922.08.I was getting it delivered but we couldn't coordinated a time and I needed the T.V for the 16th because a company was coming to put in security cameras and needed the T.V to hook up to the cameras.So I picked up the TV on October 9th. When I went into the warehouse it was sitting on the stand and he proceeded to pick it up to put it in the car, I said I need a box for this tv and it needs to be taking off the stand for safe transportation.The warehouse worker said that we do not provide boxes but took it off the stand and carried it to my car. I brought it in my house and waited until the 16th to turn it on, when the cameras and TV installation was to take place. The T.V was not working properly upon installation so I phone immediately and spoke to the Mr. Gray the store manager he was very cold, said no we will not take the TV back, No refund or store credit. I was not told it was final sales or I had no recourse if something was to go wrong. SPENT $922 and have no TV. I'm sickened please help. invoice number 100584BIKDK ...cames182Z6

Brick at 2835 Douglas street, I went to inquire about a mounting bracket to stack my new Samsung washer / dryer. this was today. A customer service representative informed me that they did not have one, but informed me that there were two in the Langford store (2945 Jacklyn Road). He refused to call to confirm when I asked. I then drove for 45 min to Langford only to find out that they only had one, and that one was on a display model.

I waisted over 1.5 hours only because one of your customer service representatives decided it took too much of his time to make a simple phone call to help me out. I understand your staff work on commission, but being so rude as to not help a customer when they realize that they will not fill their pocketbook should not occur.

Awful experience! Sales people are very poorly trained and when you want to fix the matter at hand the management team is extremely disinterested and unhelpful! I had not dealt with the Brick in over ten years because of poor customer service and made the mistake of going back last weekend to purchase a new mattress... Now I am stuck with an old mattress because no one thought to point out they would refuse to pick it up upon delivery of the new one and the only solution is another inconvenience and my time and money... the last mattress I bought from another store picked up the old one without a second thought! Shame on you Brick store, obviously greedy for the sales without a care in the world for the customers who support your business!