The Brick
reviews and complaints

After being bounced around making phone calls about 5 times, someone at The Brick customer care told me to call The Brick Beacon Hill store so I did. The girl I spoke to was rude, hard to understand and kept lying to me saying she would put me through to a manager and wouldn't, then she refused to put me through to a manager and passed me off to a man who was yelling, aggressive and very abusive. We will never shop at the Brick ever again. Their customer service has gone downhill and they do not care about their clients Buyers Beware.

Good day,
I purchased a 65" Samsung TV on July 1, it was delivered a week or so later. I left on vacation shortly after. On July 20 we tried to screw in the left leg(there are two sets of legs) the screw on one side wouldn't screw in, it kept going around and around. When I got flashlight and checked there was no screw thread. This was a manufacture defect. We called the brick immediately; we were told to contact the manufacture because 3 days has past.
We visit the store on July 20, the agent asked when did you purchase the TV, we provide the date, she said contact the manufacture and walked away. She didn't even offer to get the telephone number. I refused to leave, another agent provide the manufacture number. We called the manufacture who told us to contact the store because there is nothing the can do. I was very upset, and was a bit loud on the phone, the store manager told me to leave his store and no one will help me. It is now July 25, although the manufacture state they have register the issue with a technician we have yet to receive a call from the technician and the TV has not been fixed.
Desire resolution
This is a manufacture defect and I expected the Brick to take the TV back and sort it out with the manufacture, I shouldn't be the one taking time out of my work day to continually call to resolve the issue.

I have had issues with the brick since I bought my furniture from them. I first had 2 bed frames changed 5 times then I had 3 end tables changed 4 times. I also am dealing with the fact that I keep getting tossed around to different people and managers. This company is disgusting they should close down they know nothing and don't have any customer service experience at all. I also have dealt with trying to get my refund on partial of my warranty for my night stands and still have not received it since over a week ago I also am dealing with the fact that I was informed to deal with one manager and one manager only for certain parts of my nightstand and once I thought that everything was taken cere if I get an email from a customer service rep asking me what parts I needed. I can't stand this company I can say don't ever ever I mean ever buy anything from this comoany they are the worst.

This is regarding the invoice number 0614857PYTJ I had bought all the appliances, and furniture for my new house. the sofa I bought got sags in it in a few days, and the centre table has chipped drawers. the dish washer missing a part I did file a complaint, and they sent the technician to have a look the technician said it is the one side of the sofa which is sagged. the brick people contacted me and said we will will get it repaired, I refused as its just a few days and it saged I am not satisfied with the product as I spent more than 3500 dollars on it and it needs repair in a few days . It is not matter of 5 or 10 dollars, its thousands. they people said we can not do nothing is this the answer ? I am really unhappy with the customer service too. I would really not recommend nobody to buy stuff from the brick store. I also have stuff on hold to buy ut now I would not buy. I need my money back as the stuff is damaged in a few days.
Kindly reply me with a resolution ASAP. OR I will go to the consumer services.
Thanks,
Sukhwinder Kaur
[protected]

I have purchased on line 4 kitchen chairs, I received them from the Ponoka Branch in alberta on Wednesday... i pulled 1 of the chairs out of the boxthat had2 chairs in it...
I then assembled the 1 chair. Noticing how small it is... I was very disapointed on the size of the chair and then called the branch in Ponoka to ask if i could return them... he said he then looked into it and called me back on Thursday today to tell me that they would not take them back...literly the day after pick up...very disapointed on the return policy that has gone down for this situation. Now I have 250 bucks worth of chairs that are to small...

I purchased a living room set (sofa, love seat, chair, Ottoman) and a freezer on Canada day weekend. The sofa and love seat were out of stock so I had to wait two weeks and they were delivered Tuesday. When we got the pieces we quickly found that the love seat wasn't big enough and we want to get a second sofa instead of the love seat. I called the store Tuesday asking if I could return the love seat and purchase another sofa and they said they would call me back. They never did, so I called again today and after being in hold for a really long time and not letting me talk to the salesperson I dealt with, they told me I was out of luck. I am incredulous that I was given the run around after spending $3500 at the store, and totally shut down when asking my question today. I want to know if this is indeed your policy, and I want to know how such a large company stays in business treating their customers this way - I want this situation resolved and if I am still feeling terrible about my big purchase I have no intention of shopping at the Brick ever again and I will tell everyone I know to stay away from your company. My name is Renee Sommerfeldt, and my cell number is [protected].

I recently bought a King bed frame, there is a huge gap between the mattress and the frame. I am told by College Park (Daytona)...

'From what I can tell, based on the pictures, the unit seems fine and our floor model does have a similar gap as well'.

I can't believe that this is a faulty product, acknowledged and dismissed. I will have to forever stuff pillows in the gap so that I don't fall in?

The brick store in Guelph has terrible customer service skills and terrible delivery arrangement. This store needs training for managment and staff. The store blamed the customer for staffs misleading to sell products and also management don't take accountability for there mistakes. Needs more work to stubstain customers loyalty and referral. Poor service ! The managment told me to read the agreement for codes that show products are in back order when it's the sales associate job to let the customer know the products wasn't in stock and might take few weeks before receiving. It is not the customers duty understand codes that store employees and managment understand. When the delivery arrangement was made there was no notification of delivery date being changed or notifying the customer of making any changes until the day of delivery. Making the customer take a day off and making arrangements and waiting at the door for products to be delievered and nothing showing up and than calling the store to be informed such changes was absolutely disgusting. Than once the deleivey of my fridge arrives to the house the delivery guys don't take the old fridge as promised by sales associate. As we have family gathering and events planned for family friends to come over we have 2 fridges in our kitchen causeing problems. Contacted the management he than blames me and not his employees who made mistakes on the arrangement. I'm very disappointed in this company. Such company should hire better staff and more experienced management to make sure customers are treated right and follow the policy and advertisement as promised. Managers name (Temor) associates name (Ellen)

We purchases a queen bed along with other items including another, bed, sofa, coffee table etc.
Brick delivered me a defective head board and foot board that I requested to replace and to make sure its quality before dispatching. Brick customer service agent promised to ensured its quality before delivery.

Brick replaced it with another headboard but defective again.

Another time, I requested to exchange the head board; once again it was damaged - delivery guys took it back to Brick.

I went to Brick William Kirchner Road and requested to cancel my order, as we cant afford another promise of delivery by Brick. Brick refused to do so. We are in this process for about a month and I had to travel all the way from Scarborough to Ajax twice to receive the delivery.

Later, once we moved to our new home, all of our excitements were over once have to sleep without bed and bearing a mental stress for the item that we ordered and paid. In particular my son for whom we bought the bed is very upset. Further, we believe this bed is of very poor quality that damages during its delivery.

In this circumstances, we don't want to keep or exchange this bed and request you to refund our money. Although, we will keep all other items that we bought at the same time like tables, bed and sofa. Please noted that we are financing this furniture through Brick.

June 26th, 2018

R.E.: Faulty record player and purchased theBrick warranty not honoured

Dear Sir/Madame,

Just under one year ago (July 19, 2017), while furnishing my bedroom with products bought from the Brick on Dufferin St., I purchased a Sony record player and two-year extended warranty.

I am an old-fashioned person and I listen exclusively to records. Once I brought my record player home from theBrick, I gave my old turntable to charity.

After approximately 6 months the record player stopped turning, but I did not worry; I bought this item from theBrick and was smart enough to purchase extended warranty.

Subsequent to a phone call with theBrick warranty department, I received a shipping label for the Sony record player, and shipped it right away for repair.

I got an email from Frank Wilken that the player is not under warranty and that he will be sending this item back to me. He noted "just wait another six months and then you can have it fixed."

This prompted me to physically present myself to theBrick on Dufferin St., where I had originally purchased the item and associated extended just months prior. I had asked for a replacement record player in the interim, due to the extensive time period without the item functioning properly, and the lack of music now in my home. This request was denied.

As I write this letter, my record player has been out of my possession "for repair" for over 4 months, and this is completely unacceptable — as I still do not have a solid answer from either Mr. Wilken — or theBrick regarding when this item will be sent back to me in working order.

I find this whole process not only extremely negligent, but as well utterly degrading and conniving. Imagine if you would have bought a car under warranty from the dealership and the "poof" it's gone without a trail nor end in sight...!

I hereby request an apology and immediate replacement for my Sony record player. Please respond to this request within 30 days, when I will be faced with no option but to go forward with this ridiculously outrageous story to the local news media, to warn the public of theBrick's actions, and will consider further actions.

It is not my intention to shame theBrick, but you must stand behind your product and further — you must stand behind your warranty. Further, your company's lack of empathy and action in this matter are set-evidently shameful in their merit (or lack thereof). This "cash grab" has personally insulted me as a loyal theBrick customer, and I will be making sure that not one of my friends nor relatives will ever purchase a product from theBrick and definitely not a bogus Brick warranty in the future.

Please take my words to heart, they are coming from a concerned long-time customer and upstanding citizen — who has been no less than jerked around — by your company. PLEASE feel free to cal me on my cell phone [protected] for further details.

Yours respectfully,

Hillel Maresky, MD
Hillel.[protected]@medportal.ca

After spending over $6000 on a purchase of a number of items for my house - I was not advised at any time prior or even up to four days after the purchase that not only will I not get delivery of some of the items for another two weeks but also that almost 50% of the items were out of stock and had no delivery time.
The non-challant manner with which I was dealt with in regards to this issue was absolutely egregious. I was left with the option of cancelling the purchase or waiting indefinitely for the eventual delivery.. don't you guys think that's ridiculous.
There was no apology or concern. I was simply told - four days after the purchase - that they cannot provide a delivery date until they know when the stock will be available.
Why is the Brick advertising products for sale in their sales room without advising customers that the items are either out of stock or will have a protracted delivery time frame?
As it stands now I have received 3 of the items - out of an order that comprise 18 items. The theee items I picked up at the store are valued $200 out of an order that's valued at $6600
While I consider cancelling this purchase I am hoping that making you aware of this ridiculous situation at one of your stores will result in an improved service level to your customers. Customers need to be told at the decision point of the purchase whether an item is available or not."

Hi. To whole it may concern,

My name is Neymar, ([protected]).

I bought a mattress and a dinning table a few days before and supposed to recive it today July 6, but didn't and I called the store to ask about the status of my order.

Her name is Amanda and she was VERY rude to me and hung up the phone 4 times on me,

Being as a brick customer I'm very disappointed and not happy from your service.

I am a The Brick costumer for over 7 years. Once I was moving I bought my new furniture at the Coquitlam /BC store. I was not planning to buy a new TV, but the demo Sony TV had a good deal and I went for it.
. This device couldn't be delivered with my regular shopping and because of this I was required to pick it up.
Because the bureaucracy on the payment the pick up occurred 10 days before the deal. At this whole time the TV was at the store warehouse. When I pick up the TV it didn't come with any box or protection, I didn't like this but I took it with extra caution.
I didn't want to use the TV at the old place, so I didn't unwrap or use the TV until moving out.
My unpleasant surprise happened when I unwrap it and plugged it in. It was not just cracked it was destroyed. I was devastated but I trusted on the brand The Brick to help to solve my problem.
And at this point the story gets really sad. I went to the store, talked to the costumer service manager and I couldn't see any willingness to help a customer. And I even was accused of breaking the TV.
When I tried to talk to the store manager I couldn't because the first attendent wouldn't let me.
So this complaint is my last attempt before going to court. Is there anything the head office can make to help me?

I purchased a couch, loveseat, and ottoman on June 25th, 2018 and was promised delivery the first week of July. I called today and spoke with Jen who said my couch would be delivered the 3rd week of July! My loveseat and ottoman would be delivered the second week of July. I got rid of my old couch July 2 to make room for the new furniture and now have nothing! The customer service didn't care and were not willing to do anything except compensation after the furniture arrives. This is unacceptable when someone promises one thing and does not stand behind it.

Bought a fridge and stove at the Brick in Gloucester, On. Was delivered on June 29, 2018. Delivery went great, but after care service was horrible. We were having trouble setting up the fridge, so I called them for help. They were rude and not helpful at all. When I called they asked for my phone # or invoice #. They could not find me under my number because they wrote it down wrong when we were buying as I found out later. She asked me what number the Brick contacted me for delivery. I told her they emailed me. She argued with me and said that's not what we do. We call, not email. I mean how rude, I said well, I don't know what else to tell you, because I got an email! When I called back with my invoice # within minutes, she was very rude again and put me on hold. I was then disconnected, so I called back and they didn't even say hello, went straight to hold. Then somebody else finally came on the line after 10 more minutes. I told her my issue and was put on hold again so she could ask her manager what to do. She told me what might be the problem and I said Thanks. We then tried to set up the fridge again, to no avail still not working. We called back and were greeted by the same rude person as before. She said, Oh you called earlier right? We said yes. She told us that she is not at our house so can't help us anymore and told us to contact the dealer troubleshooting. We told her we already did that and that they told us to call the Brick because it was just delivered and they should help us. She asked what time we called them. Not sure why that makes a difference. She then said she was going to call them and put us on hold again! We got fet up, so we just hung up! This was not customer service! This was customer aggravation! Not happy with this purchase. I am tempted to just send back my appliances and buy from somewhere else!

We just purchased a new home and bought 10K worth of furniture from The Brick in Fort McMurray - when purchased all but 1 item was available to be delivered June 28th, all the items for our rental suite were available so we said that would work. We were told we couldn't schedule a delivery time until a week prior so we called June 21st to book, the date was set for the 28th and they informed us we would be contacted 2 days prior to set a time. We never heard anything or received a call or voicemail so when we called today they informed us they can't deliver the 28th and that we "must" have been contacted. I assure you we were not, as myself and boyfriend both have the 28th booked off work for the furniture delivery and have a tenant moving in July 1st so we have been very careful arranging the dates and clarified with the employees at the Brick several times.

We contacted the manager at the Brick in Fort McMurray and she said the best she could do was waive our delivery fee (which was already waived because we purchased a mattress) during this phone call she explained the rest of our furniture won't be delivered now until the end of July - so our new home now will be unfurnished for an entire month and we find this out one day prior to our set "delivery date"

We are extremely frustrated and at this point regret using the Brick to furnish our new home.

I submitted a claim for extended warranty for my table because of warping and bubbling. Anita Tripathi however, failed to return my messages the first time I submitted my claim. I sent another email this time she got back to me. By this time I was frustrated with her service that I moved my table to the garage and placed them on pallets because of my table looked awful and I wasn't having that in a brand new house. Therefore I got a new table in the meantime. Anita made the assumption I put the table on the floor in the garage which caused the warping. However, if you contact Adrian from the ponoka brick, I contacted him back in April complaining of this problem

I want my table dealt with. I am frustrated and fed up with the brick not honouring my warranty because of an individual in the corporation failing to return my messages.

Kayla

On Monday, June 18, my boyfriend and I purchased a couch from The Brick. During the purchase procedure, the sales associate helped us choose a delivery date. We supplied and email and a phone number because the sales associate, Charles S, told us that we would receive an email the night before delivery and a call upon arrival on the delivery date Sunday, June 24. Because I did not receive an email on Saturday, I called The Brick when it opened on Sunday to confirm delivery. I was told that a delivery had not been scheduled, and the closest delivery date that agreed with our schedules is Thursday, June 28. Because of the sales associates mistake, we will be without a couch for the remainder of the week.

Today I was at a Brick store and my credit app was denied. I am pissed. My credit rating I'd very good as I get 1st report monthly my credit is 70% above average canadians. I did have enough cash for purchase but due to your credit denial I left the store without purchasing and will not return in future. Your denial resulted in a loss of over $6, 000.00 in purchases which I repeat I could have PAID CASH for. Will never shop at Brick again as well as I will be posting on social media about this issue.

I was very happy with the service from Melanie at the brick in Kirkland Quebec. She was outstanding. I am really annoyed with the email I received in French only, about my delivery. I am English and would appreciate service being provided in my language. I understand the French laws but it could also of been sent inboth official languages.
Really very frustrating
Thank yoy