The Brick
reviews and complaints

On November 13th, I purchased a washer dryer from the Dufferin Street store in Toronto, including warranty and delivery. I also gave them my address - Downtown Toronto. The dispatch contacted me quickly and arranged for delivery. We agreed on a date and time. The day before delivery I received an automated call confirming delivery. I responded and confirmed, including the address. Around noon the day of the delivery, I received a call from the driver saying they were running a bit late. I told them that was fine, I was home all day and confirmed the address. At 3pm that same day, I received a call from the driver saying "you are not in Scarborough are you?" They could not deliver because my items were on the wrong truck. That was delivery attempt number 1.
Delivery attempt number 2: the truck came on time, they brought the items up - installed the washer but could not install the dryer because I did not purchase a stacking kit. I was very surprised because in my conversation with the salesman, it was clear that these were stacked - They could not leave the dryer behind for safety reasons and took it back.
Delivery attempt number 3: When I received the call from dispatch, I confirmed that they would have the stacking kit.
drivers came back with the dryer, brought it up but could not install because they did not have the stacking kit. I told them that I confirmed that the kit would be included, but heir answer was - they don't have it. I called the dispatch after they left, and was told that "of course, they had the stacking kit - it comes with the dryer. It is stored inside the dryer." The driver was going to leave it in my bathroom. I live in a small loft in an historic building in Downtown Toronto. I have only one bathroom. They way he left it, i could neither use the toilet nor the shower. On Friday, December 8, called the store manager to complain. Naeem took my call, promised to call me back in "2 minutes". I never received a return call.
Delivery attempt number 4: They came with the dryer. The delivery man placed the dryer on top of the washer, but told me he did not have time to install. In throwing the dryer on top of the washer, he cracked the corner of the washer. I immediately called the dispatcher back. Her response was that he could not do this - he had to install and she would get a hold of him. She called back 30 minutes later and said he could not come back.
Installation attempt number 5: I received a call from dispatch saying they would not come because they could not find parking.
To me, if they cannot deliver in Downtown Toronto, then don't sell to customers in downtown Toronto. Oddly enough, I had an entire kitchen delivered, supplier had no trouble finding parking. Installer was here for 4 days and found parking. Miele delivered all of the kitchen appliances. They found parking. Their installers also found parking. Mobilia delivered all the living room furniture - they found parking. The Brick, cannot find parking. Its a mystery to me.
Installation attempt number 6: I spoke to the store manager, Naeem again. He promised he would look into it immediately. He called back and said someone would be here today, Christmas Eve after 10. Great, but I asked him to confirm the time. He promised to call yesterday (no call). Today, no call and no installer.

I want this issue resolved. Each time they schedule an appointment, I have to take a day of work. (If I generously deduct the first delivery and today - Sunday - that leaves 4 days x 500$/day. ) I also have a damaged washer because of installer number 4's screw up. Please respond asap
I attached photos of how they stacked the items and the cracked washer.

I ordered a cabinet over two months ago. I go on your website everyday and the delivery/pick up times change everyday. I went into the brick once again to see where my cabinet is and nobody has them in stock. If this cabinet doesn't exist why is it on sale in this weeks flyer? I don't think this is legal and will look into. Christmas is 1 1/2 weeks away any my dinning area is a mess and we have company coming from out of town on Dec 20! I called, left a message and you guys don't reply. I see from all these complaints I am not the only one that has an issue!

Still waiting to talk to someone

Sent from my iPhone

On Dec 4, 2017, at 12:29 PM, The Brick wrote:

Thank you for contacting The Brick. We have received your inquiry and we will do our best to respond within two (2) business days.

Your business is important to us. Thank you for giving us the opportunity to save you more!

The Brick - Contact Us Copy
Name * Cheryl McInnes
Email address * jeff.[protected]@hotmail.com
Phone number * [protected]
I have a question about... *
INCORRECT OR DAMAGED PRODUCT RECENTLY RECEIVED
Select your province *
Ontario
Choose your store *
Newmarket
Type your question or comment below *
I bought a tv mid October. It didn't operate properly so I notified the sales man. I also spoke to customer service and a tec support in store. It is not a tec issue. The picture goes all pink, turns off and back on and no volume. This happens randomly. The sales man informed me the manager has been notified but after all this time I have never heard back. I have called the store and no one ever answers. Sometimes I can leave a message (that is never returned). And at times when I call the message just says no one is available and to try again later (great customer service)!
If someone could get back to me ASAP that would be awesome.
Thank you

How would you like The Brick to contact you? *
Phone call

Hello there! My name is Jerusalem and I am writing this email regarding a bad experience I have had at the bricks distribution center located at 1065 St James St, Winnipeg, MB R3H. I recently made a big purchase from the bricks and because I had a good experience with the previous purchase I went back to buy a floor lamp. I called back the same day I made the purchase to ask for a store credit or refund because the floor lamp doesnt fit the space I had in mind. Prior to the purchase I was assured about the buyers 3 day guarantee. I made the call within the day I bought the floor lamp and I went in person to the store to return it but unforntunlay the store manager I meet that day was very rude to me. I tried to explain what was going on but he wouldn't even let me finish before we was cutting me off saying it doesn't matter what the situation was that I won't get a refund. He said the floor lamp was a furniture and furniture are final sale. But the problem was the floor lamp is not a furniture and it's not listed as furniture under the bricks official website. It's listed on it's own category which is home decor. I called back to explain that the bricks website lists the floor lamp under a different category and technically it's not a furniture but the same store manager I spoke in-store rudely cut me off and said no it's not. I asked if he could take a look at the website and he said it doesn't matter what the site says. He had the mentality which is my way or the highway. To say I am disappointed is truly an understatement. A customer that overheard my conversation during my visit at the store told me that what the store manager said was not true. They said that they have had a refund issued to them before because they were not satisfied with theur item. I feel like i am being discriminated against. If the bricks issued a refund for another customer why was Dave the store manager telling me otherwise. Why did he say I have no time for this? Am I less valued then those customers? I would appreciate your help in this matter.

Kind regards,
Jerusalem

Bought a table from the brick in Prince George. I live three hours away. Drove there picked up the table and drove back only to open the box and find out it's broken. now I call them only for them to say it's not their fault and that I have to spend 150 in diesel and a missed day of work to bring it back to them .. after arguing that I will not be doing that they will be delievering a new one for me the refused but said they will give me a 50 dollar instore credit.. slap in the face basically. Worst place I have ever dealt with. And after looking at google reviews I'm surprised they are still in business .

We bought a set of 2 kids beds and mirror for $1300 last week in Pitt Meadows, BC shop here in Canada. Well beds are nice and work great, but what does not is the mirror. They sold us a mirror which only can be used if bought together with the chest from the same brand. Since we were not told this we bought it and ofter we tried to install it there is no way you can attach this 30KG piece to wall. We called them to solve this but after short reply WE DO NOT ACCEPT RETURNS we were shocked and within minute the phone hangup on us ! I drove back to the shop in 15 min to complain about it and return it in person. Staff was absolutely horrible! From 3 costumer services people at desk 2 were playing on phones and the lady in the middle was answering a call. after3 min of standing the guy with cellphone noticed me and put down his phone and started to look through the papers on his desk like he was supper busy without saying a word to me. Second lady kept playing with phone without even looking at me. Then the lady who was the only one on line working with some costumer on phone said I will be with you soon... fair enough, hey, 3 workers one is working :)... The lady finished her call and started to talk to me... It was actually the lady my wife reached when she called the shop to complain so she knew what we wanted right away. you would think in person they might finally help you !. Well the opposite is the truth. Lady simply cited we do not accept returns since people would be returning stuff if they do not like the colour etc... Well I explained her we bought goods in over $1300 from them this week and beds are very nice and working but the mirror they sold us can not be used without a chest set since it has to be attached to it in order to use it and that is why despite we like it want to return it !. As simple as it sounds the lady was again as a robot reciting WE DO NOT ACCEPT RETURNS ! I am a polite and patient person but when you hit a wall of stupidity then it is hard to stay calm anymore. So I asked her how would she used a product she bought which is not usable for the purpose you bought it at the first place? She said, well you can have it on the floor :) with a hint of a smile... Or some people hang it anyways even though it is not set up for hanging... So I continued ... would you like me to hang a 30KG mirror which is not even made from solid wood but mixture of materials and veneers over the head of our 2 year old daughter and risk that one night it will fall on her..? No answer ! Long story short after 30 min debate with 3 of their colleagues I could not talk to manager because he was sick and he left just before I cam to shop... Well I left the mirror in the shop and told them will come back next day to talk to manager personally ! I did and next day I hit the wall even harder :)... The manager / still do not know his name since after I introduced myself and explained him what is going on did not say anything :) who I had the privilege to talk to :) / simply repeated - our corporate rule is NO RETURNS ACCEPTED !... Can you imagine how hard it is to talk to a wall of bricks? Well this was harder ! He basically to any of my questions how we can solve the issue with a happy client who spent $1300 in shop and just can not use one item for $100 they sold me since it is not possible to mount it safely to the wall, was only replying, WE DO NOT ACCEPT RETURNS ! This is mind blowing in 21st century happening in Canada! So when I saw there is no way to get over the head of this guy I asked if I could talk to someone who is above him as the store manager and he said I can send an email from their website but once the email is collected and reviewed it will still end up on his table as a store manager... So technically nothing would change I would just wasted extra time to write it even though I just explained him that any other company we ever didi business with would solve this in less then 3 min in our good costumer experience. So we got a very nice surprise in return for doing a honest business with BRICK we will never shop here again !

We received our 7 piece Chloe Dining package( $699) on Nov 14th from our local store and the BLACK FRIDAY ( nov 24th) flyer advertised the 5pc for $539...and the 6pc went for $639 so I emailed to try to find out about the Brick Guaranteed Price policy on Nov 23rd and got no response, so on Friday the 24th I called very early and they said SOMEONE WOULD CALL ME BACK, so I waited and no call so I then sent another email friday around 7pm and then got an email back at around 8pm saying that all price guarantees would be done on the 25th. Got a call on Saturday the 25th stating that I would not be getting a refund because I bought the 7pc which was not on sale. MY ISSUE IS THAT SOMEONE COULD HAVE EMAILED ME ON THE 23rd OR CALL ME ON BLACK FRIDAY TO DISCUSS and I could have said Thanks or easily said that I will return the 7piece and then purchase either the 5pc for $539 or the 6pc for $639 and by the way I do currently still have a 6pc set because I am still waiting for 1 chair and speaking about the chair I was talking to them yesterday and again was told I will get back to you and as of today 1:45pm eastern...NO CALL

my email is [protected]@gmail.com

I purchased a gas range, got it home to find the gas valve faulty. Paid for the range also purchased the extra insurance for $169.99. Called the store right away, was told it would take 2 weeks to get a new one. It has been over a month now, still no part. I have called the store several times, Ben the salesman said he would look into it and call me back...3 times...no call back. I have a new stove with no usable oven...and I am not very happy. I might add that I had to travel 250kms to the store to pick up the stove and 250kms back to home. Service from this Brick location has been absolutely terrible. I also was not told the stove had a year warranty on it which is why I purchased the 4yr range warranty. I would also like to be reimbursed for that warranty. Invoice 10287B1UWCZ dated Oct.28, 2017.

We were at the brick [protected] ave. Edmonton) November 23, 2017, around 3:30pm, we bought love seat, couch, rugs and dining table, the sales representative name RAJNI told us everything will be delivered on November 28, 2017, here is the problem.. I called today and spoke to the lady incharge in delivery she told me that our order is not confirm for delivery on November 28, she directed me to the sales manager name ROHIT, this Rohit told me they don't have our loves seat and couch in stock and he will call the other store to check if they have stock, he told me he will call me back after 2hours, 5 hours pass no call yet from him, so I decided to call the store, they said he step out from his office, then I insist to talk to the store manager, less than a minute he answered..?(I thought his out of his office) what a [censor]! First your sales associate should tell the customer if you don't have the item! Don't give false statement! He told me he cannot do anything, as in nothing at all! He's saying nonsense! Why you make promises you cannot keep? Is this the brick Policy? To be honest I don't think you fit for that job! You know Nothing to help the customer! I am really disappointed on this Rohit guy and the sales person Rajni! You guys should do your job well! My experience in this particular store is ridiculous like the sales manager himself!

I have an Inglis clothes drier that after breaking down 2x in 2 years, being only 2 years old, was deemed 'unrepairable'- unbeknown to me. I called the Brick repair 8 days after I was supposed to hear from someone about a repair apt, only to find this out, and to be told that I had a credit ($303.96) at the local Brick to come and pick out a new drier, if not the same model, then something close, and that I would have to pay the difference if it were more money. I was told that The Brick would not charge me delivery for a new drier, and would pick up and dispose of my old one upon delivery.
I went to the Brick and decided to buy a new set of front loaders, washer and drier instead of just a drier as there was nothing there that suited what I wanted. ( $1, 600.00 sale approx.)
Everything was great UNTIL I was told that
1) I was being charged for delivery -$79
2) They would not pick up and dispose of my old drier.
That meant that although I was getting an ' in store' credit of $303.96, I now was being charged $79, which means now I'm technically only getting $224.96. AND I would have to pay to have my drier removed.
I stood in disbelief when the people at the Brick told me this, and that now my 5 year warranty that I had on the drier was null in void when they gave me the in store credit.
I spoke to the sales lady's manager that I had spent 3 hours with making sure I was getting just the right set that I wanted...then I spoke to the store manager, who wouldn't listen or budge on the delivery charge, and then spoke to someone at Trans Global, who insisted that no one had told me such information, when I insisted I wasn't dumb enough to say something that I knew that could easily be checked out .
After feeling so defeated, I told the sales lady to forget the Front loaders that I had just spent all that time picking out, and apologized for wasting her time. I spoke to the others and told them how unhappy I was, and that I was shocked that all I had thought was going to happen, wasn't . And that I couldn't believe that they were letting a $1600.00 sale go because of a $79 charge for delivery and not picking up the old drier.
So I walked away from the washer and drier that I had set my heart and hopes on. The lady at the service desk told me that the 'instore' credit would be there in my phone number for when I wanted to return to the Brick for a purchase.
Black Friday I went to the Brick for their big sale. I had some items in mind that I had seen and thought I would purchase with the credit.
I got there at 6am for doors opening. I spent about half an hour looking around and then decided that I would purchase a dishwasher instead. I talked to the salesman and he 'thought' it wouldn't be a problem and we went to the service desk, ONLY to find out that now they are telling me that I HAVE to purchase a drier for drier. Which is not what I was told when I was originally there. Again I stood in disbelief. The salesman ( DREW) was very nice and said he would see what he could do and call me that day. I have not heard back from him. That was 7 am Friday Nov 24th.
So, I am sitting here at home, still wondering what I am to do now. I have the 'in store ' credit that is useless to me as I went to Home Depot and purchased the same set of front loaders that I had seen at The Brick as I was getting zero satisfaction there.
All I want is a credit to purchase ANYTHING at the store. And I don't expect to hear back from them. HELP me please. I have been a loyal Brick customer for 30 years. Everything in my home is from there, and my daughter's homes. But this will be the end for me if this doesn't get resolved. I cannot afford to throw away $300 . It was a big decision to purchase the front loaders and thought it was great until all this happened.
I don't know what else to do.
The store was in Orangeville.

On October, 29 / 2017 My wife and I went to the Brick on 1444 Upper James St. Hamilton Ontario, We been buying from The Brick for a least 20 Years they were some little problems on the past but they always been resolved . This time we are being treated like no words can Described, We purchase a total of $ 3.650.00 in Bedroom Set. The 1st delivery was booked for Nov. 19 / 17 They did not ask to remove furniture from the Bedroom for them to assemble the new furniture even though I did removed some ( please see Attachments ) Furniture was left boxed . The Second time that they came to assemble the Furniture when they open the box the Headboard was damage . Call the Brick again sent photos of the damage and they booked a delivery for today Nov. 25 / 2017. Once the box was open outside that house they notice damage to the Head Board. We called the store ask to speak to a Supervisor and the Salesman name Anis F. on Wednesday Nov. 22 / 2017 Again we asked to speak to the Supervisor or the Salesman . Operator said that was none was on duty at that time and asked if they can called me back, left my 2 phone numbers ..never received a call in 4 days . We want to cancel the Purchase and She said we can not cancel once we buy it's yours. ...Note:- this is not a final sell. We are so dissapoint that we had to write you this e-mail to try to have our problem solve. On top that we had Family members from Overseas that came to stay with us and had to sleep on the floor. That is not nice. very sad after all this is Canada this kind things don't sup post to happen in here . The worse of all was being ignore buy the Supervisor and by the Salesman. Hope we can resolve this and to do that I want my full refund in my Brick Card and want the Furniture taken back from my house as soon is possible. contact me by e-mail [protected]@hotmail.com or by phone house [protected] or cell # [protected]. Thank-You and hope there's a resolve for this. Sales / Invoice # 102974HWQDU.

Elisabete Marques & Paulo Araujo
99 Ondrey Street,
Bradford, ON L3Z 2X1
[protected] (Paul)
[protected] (Liz) Elisabete.[protected]@georgebrown.ca

November 20, 2017

The BRICK
16930 114 Avenue NW,
Edmonton, AB T5M 3S2

Dear Customer Service (complaint):

Subject: SALES ORDER/INVOICE #1014755CLSM

Good afternoon, I am writing this to inform you of how unhappy I am, unsatisfied and the poor quality of the purchase I made at The Brick of Newmarket ON. Has a family we purchased a sectional sofa at this location, which we hoped that we finally had found the sectional after a few months of looking. The purchase was made on Oct 14, 2017 and the sectional was delivered on November 3, 2017.
The sectional has brought us nothing but nightmares, I called on Monday November 13, 2017 for the sectional to be inspected. The inspection was scheduled on Friday Nov 17, 2017, the inspector came in and took pictures. The cushions from the sectional come out constantly with every sitting, one cushion already had the piping moved clocked wise as per pictures, the material is very slippery which makes the cushions unstable. The sectional is a new model. I tried to reach the Manager "Joan" or "Jo", after 1 pm on Monday November 20, 2017 and she had not arrived for her shift to enquire on the inspection report which then I had asked the admin to read to me. At 2.10 pm I called the store again to reach the manager, she was with a customer, so I left a message with Laurie for manager to call me back. At 4.30 pm Joan called me back to discuss that there was nothing she could do, after I told her that the sofa was a week old that was not acceptable for a customer satisfaction. I pay for a product where I could expect at least to last 3 years and not a WEEK. I am so unhappy with her customer service that I never felt this before. Customer have the right to complaint for product that don't meet the customers' requirements, this one did not even last a week. The inconvenience of the cushions coming out all the time is so stressful. Finally, she said that I could have an exchange but I had to pay for delivery, still unhappy that I had to pay for the delivery of the exchange of the new sofa I agreed. Later at 5.02pm she calls back saying that she can't promise what she had mention on the last call, NOW I MUST return the TV which I had received has a bonus from the original purchase. I told her that I will no longer accept her offer since she cannot promise the first agreement. I found her attitude heartless after all we have gone through. I am so disappointed for the customer service I have received from this purchase at The Brick, we have had purchase items before this store and I cannot guarantee more in the future. I know that my purchase does not affect much your sales but what I experienced today will be hard to shop there again. I would like to receive a full refund at this point since manager has offended me and has not been very helpful. Would be great that you could arrange a full refund and the items could be picked up as soon as possible. Please contact me on Wednesday November 22, 2017 at [protected], so this matter can be dealt in a proper manner. Thank-you

Sincerely,
Elisabete Marques

Hi,
This is my second mail and I didn't get any response. Sales order Number: 081074KOCRUA and 081074KOCRUD.
This is regarding my purchase of KOBE Power Reclining Leather Sofa and KOBE Reclining Leather Loveseat in BROWN Color. I ordered them together but received the Sofa on time but the Loveseat was sent after one month. But the issue is the color of Leather. They don't match, Loveseat is much darker than Sofa. IT doesn't look good. People are easily making this out and asking questions and laughing. WHY Brick did like this.
I want BRICK to look into this issue and replace them to have one color for both. I am fine to upgrade to Power Recliner for Loveseat, IF that make any difference in color( I am not sure if Power and manual would make any color difference). Hope Brick can understand my situation and do the needful. I have paid a lot of money to buy this Sofa and Loveseat, not to hear from people and make a joke of myself.
As part of the Brick's Satisfaction guarantee promise, i expect some action from you to solve this issue and make feel happy of what we bought . Hoping the best resolution from BRICK. Thanks in advance.

Hi There,
I am extremely disappointed of the service received and my order. We purchased a set of coffee table which was an Ivory/beige color and we ended up with a dark brown coffee table. We picked up the order from the store in West Vancouver, BC but they refused to open the box for us and after a few days when we had time to start the assembly we noticed the color difference. The color is a dark brown vs. Ivor/Beige. We called the service desk and all they said was it's past their 3 D policy and they can't do anything about it. We are furious and disappointed as we've never received such a poor service in our entire shopping history over the years. They are inconsiderate and would not exchange or offer store credit. We will never shop at Brick again. We just checked online and noticed others made similar complaints and gave them 1 star review. I will ensure to voice my concerns and enlighten others about this service and akcnowledge other shoppers regarding our horrible experience.

i went Saturday Upper James in Hamilton and im wasting more than two hours looking for a mattress finally i found one and i made my deal and im dealing with two sellers and one supervisor one of the seller name Natalia k after i got approved of credit they gave me two options for the payment 18 months for 36 months and i ask any interest and any difference and they said the 36 months is only 1 amount you pay monthly the 18 months you can pay as you want and they said both there is no interest in it and i choose the 18 months and they gave me the day for the delivery nov 1 and the total to pay is 994.28including tax and signed for that and left waiting for the delivery second day i have a call they tell me i have to come back to the store to pay 129 at administration fees and tax or we are not going to deliver it to you im wondering i talked to three people and one is a supervisor nobody knows what they are doing they just waste my time and i dont have time only weekend nov 1 if i did not receive my mattress you can cancel the credit you guess give to me and make sure you cancel it i dont want to deal with the brick im not paying any money more than the invoice i signed for it and thank you
Tarig osman
[protected]
[protected]@yahoo.com
invoice-1028748ttju

I had 2 sofas delivered a couple of days ago. The delivery guys had trouble installing the stabilizer bar in both sofas. I asked them if everything was ok, they said yes. 2 days later the bar fell off one couch and the 2nd bar was hanging off the other. A couple bolts were missing, a couple were stripped, and the remaining were only a quarter of the way in. The 2 sofas were either broken already or the delivery guys broke them while trying to install the stabilizer bars. Either way they knew the damage was there when they told me everything was good and left. When i called the brick in belleville where i purchased the sofas i didn't get a apology, compensation, or even a solution to the problem. I was told someone would call me in the next week to set up a time to come look at the sofas and see what the problem is. Who knows how long it will take for this person to call and show up. All my appliances and furniture come from the brick. Im a long time customer, and i cant believe how terrible the customer service is from both the store employee i spoke with and the delivery drivers. One of the reasons i do all my shopping at the brick is because of the good customer service. I will definatly be looking for a new place to shop.

I ordered a bed set from the beick warehouse in mississauga ontario. I order it on sept 12 they promised me the bed by 26. no show..promise me again for first week of october.. still nothing! They told me it was damaged then told me they sold it to the other person.. its already end of october.. still no bed! Never been so pissed off in my life before.. WORST COSTUMER SERVICE EVER! I WILL BE TAKING MY MONEY SOMEWHERE ELSE.. ID WISHED ID KNOWN BEFORE HAND.

The store on dufferin doesnt want to honour my sofa warrenty bought sofa last year April there are tears clearly visable that stitching has come apart on multiple seats materials has pulls in it seating some once you sit u are extreamly down in frame also the wood on the back seat is broken again tech had replaced it once before this store has really big problem honouring warrenties. The managers dont want to own up products are defective not our fault now they say im only honna get my warrenty refunded that wont fix my sofas i dont want refund i need sofas fixed please. its not my fault thats its clearly defective. I shoukdntbhave to put out money again for sofas.

Hello,
September 8th, 2011, my parents purchased the Ashton-s Brown Sofa and Love seat Receipt No:[protected] for the full price of $1299.97 and $1279.97 from the branch of the brick store located at 565 Hunt Club Road, Ottawa. We still possess the receipts.
My parents reside alone at 2020 Jasmine Cres. in Gloucester, Ottawa. They are both retired elderly people.
Since the day the furniture was purchased, no one has ever attempted to remove or lift the seat of the sofa, as once my mom tried to lift it she and my dad were of the knowledge they were built on and not made to be removed. So for 6 years, no one has tried or even had the need to lift the seats out. They were never touched apart from being sat on. Now last August of 2017, my mom decided to do some extra work to their home and had the workmen lift the sofas out of the way. I had taken parents away from the home so they would not be in the way of the worker. Upon arriving home that evening, we noticed the sofas' seats were removed, we were so shocked that all these years we never thought they could be removed. Now upon approaching the 2 seat sofa, we were horrified at the bottom of the sofa was a big piece of cardboard with some duct tape. We were horrified as we came to realise that this was how the sofas were brought to my parents home upon delivery. We have come to realise that we received old or used and repaired sofa. The patch of the sofa was done so neat with the card board and duct tape. Now I can attest that there was no way whatsoever we or my parents or anyone for that matter completed any repairs on the sofa as there was simply no reason to do so. Worst of all we had no idea that the seats could come out. My mom is very disappointed that she was so deceived by the company we trusted with the purchase of all our furniture and household items. My house was fully furnished with brick furniture and this was why I introduced and recommended my parents to the brick where they too, made all their purchases since 2001. I must express how very disappointed we are that we were so deceived by the store or whomever else. All this because we dared not tug harder at trying to remove the sofa seats as we thought they were sewn in and may rip if tugged at too hard. So the sofas remained that way for all these years till the work was being done last August. I have attached pictures of the sofa and I am very much awaiting a response to this as soon as possible and also an amicable resolution. As I am sorely disappointed and no long trust purchasing from the brick. My last purchases were for an area rug and a mattress base last July of this year.

Two deliveries of highly damaged chairs (and one delivery of the wrong colour) with the second lot being "inspected." They were WORSE than the first and whoever inspected them needs an eye transplant. The Brick has been absolutely useless in resolving this issue. A typical conversation with an assistant manager went like this:

Me: "As you can see from the photos, the back of the (dining) chair is full of puckers and has scratches that have been covered with a furniture pen that was three shades too dark."

Manager: "Ah yes, this is because someone stapled the fabric too tight and the pale blotches are a natural anomaly in the wood."

I did not ask for a lesson in furniture construction or botanical anomalies. Not one apology was given for the huge inconvenience I have been put through over several months, the last time having to drive to their Duncan store for 45 minutes only to find the three chairs brought in for my inspection stuck in the warehouse in boxes. Like my time isn't important! After the inspection (in a dark warehouse with an overhead light flashing on and off) The chairs were left smothered in static-y broken styrofoam. I asked if they could be cleaned as I didn't want this stuff shooting all over my drapes and me when I unpacked the boxes following delivery. Answer "No" followed by the remark that THEY had to remove this stuff before they put the furniture in the showroom, so presumably I could too. So they will remove it for their showroom but not for a paying customer who has been treated disgustingly since Day 1.

At one point the manager offered to credit me. But I bought a large glass table to go with the chairs. ALL I WANT IS UNDAMAGED CHAIRS and the right customer service attitude. Instead, I was made to feel like a difficult customer for not accepting the damage. These people are completely uneducated as to how to deal with complaints and damage, have no concept of customer service, and I hope they go out of business fast and put a lot of people out of their misery. Today's retailers know that people expect and receive top-notch customer service. To deny them this is a sure-fire way to go the way of the dodo.