The Brick
reviews and complaints

I purchased 2 of the same sofas almost 2 years ago. The one sofa was defected and they changed the whole leather cover this past spring and the colour has all worn off. Both sofas are used just as much. I understand that the warranty for the repair is expired. I have always purchased all my furniture/appliances/electronics at the brick and I’m currently looking at mattresses. I don’t think that expensive couches like this should not hold up. I would appreciate if something could be done about this.
Thank you (account #[protected]

my Name is Martha Angel
I being customer for the Brick for all my time in Canada, always happy to get all my place full of the Brick items, then 2 years ago I got the dinning table and living room, I am not being happy with the quality, even tho I bought the guarantee, I called before to fix and I still have the same problem, is a design problem, the legs of the chair and table get loose evne tho I tide them and the people who fixed it did it before, I am taking a risk that this heavy table fell down one day in mom (82) legs, she almost fell down yesterday as chair are a disaster, my husband work for CTV news and I don't think you guy will appreciate this ADD in the morning news if my mom get get hurt ., I am asking kindly let me change for a diferent model and if I have to pay small diference I don't care, I just feel frustrated that this items dfidnt work for me and the store 4 weeks ago is supost to be sending me a guy to repair and no body showing up.
the sofas fabric is all rip off I am just very unhappy, WE JUST BOUGHT A NEW HOUSE IN PICKERING AND WE WANT TO BRING SOMETHING THAT CAN TELL OTHER OH WE BOUGHT IT AT THE BRICK, but doenst look we will be able to say, please someone help me in this matter call me or do something, I really appreciate someone help me to change my living room and dinning room for a diferent model . I need to buy more stuff for my new house but look like if I don't get help I will have to go to Bad Boy to furniture my new home, repair didn't work before and I don't want to repair again when I know wont work, I want to exchange for new models, please help
kindly help me
Martha Angel
[protected]

Today I should've got my delivery from 12-3:30 after I waited till almost 4. I called in and ask the person picked up she say she don't know anything and she have to contact the driver. I waited another 45 mins for the back but it never happened therefore I called back again waited 5 mins for someone to pick up the phone but no one did and I called back again same thing. Finally I called the store where I brought the bed and mattress and I talked to the manager he told me the delivery got injured they need to send someone out to get the load from
The pervious n send it to me but don't know when before he can give me a time range he hanged up the phone and he never called back. What kind of customer is that ... I'm not looking forward to buy anything from the brick which that kind of service.

Good day,

I hope all is well.

I am particularly disappointed regarding the service I recently got from your Customer Service Team.

I got delivery of my Sofa like 2 weeks after the estimated time and when I called I was told it wasn’t booked after I received a call for delivery and I had to wait another 1 week.

I bought a swivel chair and Ottoman from another location of The Brick at the same time.. the swivel chair was delivered upper Saturday, The weekend of Thanksgiving,

I called in on The Tuesday after because of bank Holiday on Monday that the chair that was delivered had a nail sticking out plus if has been scratched by the upper corner.

The scratch wasn’t so much of a concern but the nail. I was told to send emails with pictures which I did only for Jackie [protected]@thebrick.com to call me on Saturday to tell me that she can’t help that it’s called AS IT IS. No one told me that it was never a tent event I went in and bought it in the store. Where was that stated on my invoice.

She was so very unprofessional and left me on the phone for so long, transferred me to sales agent that transfer me again. I was so much upset. They eventually hung up.

This is very bad service and I need this looked into.

All our furniture’s and appliances comes from the brick and I don’t deserve this …

First of all placing a mattress claim was a big deal with brick store at 565 west hunt club road, Ottawa. After receiving no call for 2 weeks we checked back and the lady said she forgot to submit our claim or gave lame excuse so she submitted claim again with event# 2680001.
After 4 weeks a technician comes from manufacturer and takes picture and confirms us that the mattress sags from many spots and it definitely eligible for claim.
After waiting another 3 weeks I called back today and lady at brick store tells us that our claim has been declines for the mattress has dirt spots on it WHICH IS NOT TRUE AT ALL see attached pics and find me a single spot on the mattress it is spotless. So, I told lady it is not the fact then she said she is going to email and then will call us back which she did not called the whole day.
I called back at night and some other lady told us there are no record for our today's call not sure if someone emailed so she is going to email and will call.

I made a purchase online in august and choiced to pick up at Surrey centre location . The bed frame was purchase for our new home since we just got married in august. But when we opened the box at home, some parts of bed were missing, we couldn't install the bed frame immediately and we hv no choice to sleep besides on the floor which was ruined my first day after marriage. We went back to Surrey location and was told that the parts could be ordered but with six weeks shipping period, are these parts shipping from the side of the world ? I don't understand why it takes so long. Then a manager told me that I could buy a matched parts form Rona or Home Depot. Unfortunately, my husband shopped around and couldn't find the same one. We have no choice but bought some similar parts to try to match so that we have a bed to sleep. It's really impressive and terrible experience with the brick. I was trying to email to complaint but no one replys me back and I hope this email works. Also when I purchase online, there is bonus for aeroplan that I don't receive till now. It has been more than 1 month.

They have sometimes good discounts, but certainly I will try to buy in anyplace else before choosing this one again. They have awful services.
I bought a bed in there and unfortunately, they sold us boxes (it is two, because it is a king bed) for put under the mattress so high that I couldn’t go to the bed without jump. In other store, Leon’s, I showed for a salesman my bed and he didn’t recommend for us any box, he said that what was best in my case is to buy a plywood for put under the mattress.
Unfortunately, the brick didn’t agree to pick up back these boxes in my home, that for me in the first place it shouldn’t have been sold for us, or certainly they really should have advertised us about the height issue (the boxes idea was from the salesman that told my husband that it would be great for us - the opposite of what it really was)

In the end, the best option that the salesman gave to us was change these boxes for another one half of the size (that I believe is cheaper than the other one, but instead to give us credit they kept for the same price). I received these new boxes today, and they aren’t solving my problem, I really wish that I hadn’t never bought these boxes.
But, how they didn’t agree to pick up back these boxes, I certainly would have spent more money if I had rented a car like a pick-up car to put all these boxes in, and then take back to the store.
It is necessary to say other thing, they sometimes can give you wrong information’s, because the salesman told me when I went to the store that I couldn’t bring back the boxes that they couldn’t accept these return at all, but when I showed him the information that has in the website (we can return products within in 3 days of delivery), he changed his speech.
Other thing, for alert you: the customer service after you buy is awful awful, a piece of wood of my bed was delivered small (wrong) and they told me to improvise instead to exchange and give me the correct piece. They told me to create a new hole in this piece and in my bed (by myself) for putting the screw that is left for solving this problem (do you believe in that? In the instructions for set up the bed don’t say that I need a drilling machine)

They told me they were going to call the next day that I went in the store with these questions, but they didn’t. I had to come back again and I only get this exchange that I said above. I keep waiting for somebody call me and solving my other problem (the wrong small piece of wood that was delivery it).

For all this, you can see that we didn’t receive a correct and good service, instead we received a dishonest and inappropriate service.

I bought a sectional sofa on Sept. 28th 2017 at 4pm from Brick store. The sale person was: Hardeep C (Phone# [protected]). What happened to me was unbelievable. Honestly, I wouldn't expect this action from Brick staff because this is will affected their credibility in Canada. When I bought the sofa's the sales man offered me with purchase order 3 years warranty with care kit. The sales man & I agreed terms & conditions and I signed the invoice and got my copy and I left the store. When I went to Delta distribution warehouse to pick up the items, I surprised there is no warranty. The sales man had access to the invoice and does the change of the pricing and deletes the warranty from the system without my permission or even bothers himself to call me. I can’t imagine how Brick staffs have access to edit and revise the invoice without any approval from client. This action is unacceptable at all. How come that’s happened in big company like Brick worth millions of dollars to do illegal action against the customer? The invoice it’s a legal document and both are agreed on it. In addition, Instead of getting help from the lady at the warehouse front desk, she's treat me with bad customer service. She's said with carelessness there is not warranty on the system and check with the store. I called the store at the same moment and after a long waiting time, I spook to the sale man and he said I did a MISTAKE when I offered you the warranty. I am very upset from this action and in very ugly way he said if you need to cancel the order come back and I will refund the money back. Well, I spent 2 hours to drive to the warehouse in Delta, BC; moreover, I rent a car to pick up the items. I waste my time & money and the sales person is careless. What I need is very sample; the warranty should be added again to the invoice without any additional fees.

October 7, 2017
My name is Henri Nadeau I am a vet and I am 70 years old.
On October 4rth at 1630 hrs my wife and I went to our local Brick Store at 1960 Cyrville road East K1B 1A5 in Ottawa Ontario.
With the help of Patrick Stone we found the sectional couch that was perfect for us. On July 18 I had major back operation and was looking for a very specific sectional couch to ease the pain and also be conformable. The couch is DrakeGSL 0233, DrakeGLH, DrakeGOT and DrakeGRT.
We explained many times to Patrick that we required delivery on or before October 13. Because we are celebrating my daughter's birthday with 25 guests therefore we needed the couch by then.
Patrick asked for a deposit to secure our timely delivery date so we would not be disappointed of which we complied with the deposit. He also strongly suggested that we show up on Saturday morning in case of a further discount and at the same time pay the invoice in total.
Quite happy with our purchase we sold our old sectional couch to accommodate the delivery and for the party.
We showed up today just to be told that delivery would be weeks away and there was nothing they could do for us; except sell us another product at some discount. Unfortunately because of my short stature and my back problem the Drake was the only one that was suitable.
I think that the sale's rep Patrick knew very well that the delivery date of October 13 was impossible but proceeded to take our deposit. In became quite apparent that we were deceived in order to make the sale.
Now we have no couch and 25 people coming on Friday.
We would have taken the floor model.
We are still quite interested in the Drake sectional couch!
Can you help?

Henri Nadeu
1415 Gerald Street
Orleans, On
K4A 3N2

I purchased a Sectional sofa in the spring of 2015 without an extended warranty. Currently, the stitching on all seams have come apart, including the seams on the ottoman of the same material. I have been attempting to resolve this issue for weeks. I have emails from their customer service when calls went unanswered. I spoke to the sales manager Len who became aggressive and belligerent with me, yelling into the phone "this is not our problem, this is your fault for not purchasing the extended warranty. It was offered and you refused." My concern is not a warrenty issue. This is a product defect. The Brick must be held accountable and stand behind their products. I have requested the franchise owner to contact me and the sales manager Len stated, "yeah, he'll get back to you... someday". It should not be my responsibility to tell the manager to calm down and have to request he refrain from yelling and interrupting. This crossed the line of bad customer service into customer abuse. I would like a technician to verify this is a product defect and have the stitching replaced with a more appropriate and durable thread.

We purchased an extended warranty for our d/w. I called in the have it fixed and was told the tech could come out sept 29. I took the day of work so I could be home when the tech came. I called sept 29th morning to see an approx time when they might be coming. I was informed that yes you have an appt but no one is coming because your parts are not in. No one bothered to call me prior to this day to let me know. I have lost a days pay at work and can not afford to take another day off when my parts do come in. This is extremely unacceptable. We have shopped a the brick many times and this is a huge deterrent to not come back. Not to mention wasting extra money on an extended warranty that can not even be used.

Purchased a leather couch and loveseat fro the Brick in Windsor, Ontario. With this purchase I also, bought the extended warranty. I'm having issues with peeling on the couch and sagging cushions, stretched leather, and was told that I would get full replacements initially and now are only offering partial payment. I spoke to several people at the brick in Windsor and finally spoke to Diane Melo the General a manager. She did not resolve the situation. She was relevant to give me any number for your head office and would not even tell me who the CEO of the Brick was. I am very disappointed about how Imwas treated and not valued as a customer.

I would like to make a formal complaint about the manager, Tyson, at the brick in Stonebridge. I was there with my parents who were replacing their chairs under warranty. I have also been a loyal customer of the brick for many years but I will never shop there again. While speaking to Tyson about the warranty issues we have had there, Tyson was short and rude. As I was leaving the store, I was sharing my thoughts on the experience with my mother, while I heard Tyson call me passive aggressive under his breath. I turned around and asked him what he just called me. He said directly to my face that I am passive aggressive and made undermining comments the whole time I was there. I was simply expressing my thoughts on his products and warranty. Apparently, I'm not allowed to have an opinion. My husband then went up to him to say how rude he was. I have never been treated so horribly by a manager at a store. I'm shocked and appalled by his behaviour and the way he spoke to me and how he attacked me. I had an opinion on a product and he attacked me as a person. I will never shop atbthe brick again because of m experience with tyson. I also witnessed him speaking down to other employees while we were there. My parents left today without making a purchase because of him. I would like something done about him immediately and I would like to know the outcome please. I need to know that something is going to be done so that he can never speak to another person like that again. I have worked in retail for many years and I would never dream of speaking like that to a customer. I was not happy with the products and voiced my opinion about that. But apparently that is not ok with Tyson. He had to be sure to call me names before I left his store. I will definitely be letting my friends and family know about my experience with Tyson at the brick. I seriously cannot believe what just happened today.

I cannot tell you how disappointed I am with your team here in Waterloo at the Ira needles location. I have just purchased a brand new home and went to your break location to "test it out "... I ordered my three-year-old daughter her brand new big girl bed making it very clear that I needed an entire set boxspring mattress and rails. I ordered a set of rails for myself as well finding out later that I no longer required them. I received a phone call the very same day notifying me that my daughters entire bed set was ready to be picked up. I went in only to return the bedrails I no longer need it for myself only to learn that in fact it was a mistake made by a trainee when calling me and letting me know my daughters bed was ready...when speaking to customer service I was informed that it was only a mattress and bed rails that were ordered I specifically said to the lady that I asked for a complete bed set... box spring included however it was only the mattress and bed rails that were ordered and purchased however not my mistake I made it very clear I needed a bed set ... customer service than rectify the situation by including the box spring... on that day I had rented a U-Haul for 79.99... I then later called the manager on duty stating clearly how upset I was over the situation . He informed me that I would get a $45 credit for my inconvenience which doesn't equal 79.99... I received a phone call the following week on Wednesday informing me that that was ready to be picked up I went on Thursday the following day to pick up her bed set with another U-Haul this one costing 19.99... I was then told there was an emergency and nobody was in the back to be able to retrieve my daughters bed . I called the next day very very upset that it's taken this long for my daughter to get her bed I've rented two U halls... I asked to speak directly to the manager on duty and was told that I would get delivery the next available time ... to my surprise the next available time was six days later ...as I previously stated I just purchased a brand new home I need to furnish my entire house... I gave the Breck a try with one set and I will 100% be going somewhere else on top of the fact that I will be writing on every social media site there is how terrible the service is been and the incompetence of everyone involved ... A boxspring that was supposed to be ordered initially a phone call telling me product was in renting a UHaul on two separate occasions $80 and $20 yet only getting $45 back ...The day I received the phone call stating my daughters bed was ready to be picked up I was told she could not get her bad there was nobody in the back to pick it up due to an emergency again rent a U-Haul. I am now out over $113 just on renting a truck to get my daughters bed but all I have received is $45 in return as an I'm sorry ...my daughter has now waited for over two weeks for her own bed... not to mention the fact that she has been sleeping with me which is an inconvenienced to myself... I am complaining because of the incompetency of every employee I've spoken to you, managers included... all I wanted was for my daughter to have a bed... I was also hoping I'd be able to get my entire house furnished from the brick as you were very close to my home ... that being said along with my entire statement I will not be purchasing anything else from the brick ... and once again will be posting on social media how terrible this experience has been .
I'd like a phone call from someone in management regarding my situation .
Jessica Hall
[protected]

This company is irresponsable. The Brick on Douglas St Victoria BC. They have a delivery day established in my contract, I organized everything for that day to receive the merchandise, and they just said that the sales person made a mistake, so the delivery is set up for a month later! They would not even delivery my things the next day of my call! The customer service person was arguing with me the delivery date, and I had in front of my the contract with the delivery date ! I asked for my day off work and for a person to assemble the items, and they won't consider all the trouble they have caused! This company is very irresponsible, I do not recommend it to anybody! Stay away from them, they do not care about their customers.

My name is Deanna Chitolie-Cassell and I ordered a coffee table and two nesting tables from the brick online. This was done Wednesday September 13th. I was confused with ordering to a store so I called the store located at 2770 Victoria Ave E, Regina, SK S4N 6M5 and talked to a girl on the phone who said it will be here by Saturday and I asked if I wasn't able to make it Saturday if it would be ok for me to pick it up Monday and she said that would be fine. I then decided on Saturday September 16th that I was going to go and pick up my stuff because it was open late. I went to the brick listed at tbe above address because that was the closest one to me and that's where I had spoken to the girl on the phone. I went into the store where it was basically a big hangout spot for everyone who didn't even look my direction upon walking into the store. I walked to the customer service area where employees friends were hanging out on the furniture deep in conversation, employees were just standing around talking to each other on their phones, it was one of the most unprofessional situations I have ever been in. I dealt with a women at the counter who printed the invoice out and then she gave it to another man to find. He told me to go around back to the delivery door so it would be easier to load... well almost 30 mins later and apparently my stuff is at the North store... this experience was absolutely terrible, and I don't know if you are aware of what is going on at that store but it needs some serious help. I'm not one to complain about things but I really thought someone needed to be notified about this, because I can't imagine if people experience what I did that they will still be shopping there. There is absolutely no type of customer service experience there whats so ever, if anything I felt like a burden asking anyone for help and it was just a super uncomfortable experience when everyone is engaged in conversation in front of you and couldn't be bothered. I am hoping my experience at the North store will be completely different otherwise I'll need to shop else where.

Thank you for taking the time to read this
Deanna Chitolie-Cassell

Hello,

I purchased this table amongst other things in June 2017. I had my third table delivered to me today which was damaged again. I advised that I do not want to be inconvenienced a 4th time to have another attempt at delivering me a table. I was advised that the only reimbursement I could get was 50-75$. One of the chairs that came with this table is more than $75.00. No one I speak to seems to have customer service skills. I'm beyond frustrated and sick of the run around.

Not to mention, I work for a very large home builder that uses The Brick for our appliances. I'm willing to keep a damaged table! I would like a half refund at the least.

I would like some assistance in resolving this as soon as possible.

Thank you,
Christina Garcea

I purchased a dish washer on 22nd August. And i told the sales the house has already sold, so i wanna you can help me deliver and install it asap. She said yes, and promised you can help my install the new one and recycle the old one. So i paid it immediately for $479. On last Friday the driver delivered it. no body helps me installed it. the driver said i didn't pull it out so they can not recycle it. i accepted it is my fault, but the driver is so rude, and they left the dish washer in the living room and then left. So i contacted with the sales, maybe one hour later she give me the feedback, she said the driver would recycle it and install it. Then the driver came back, just recycle the old one. nobody even help me install it. i have no idea about that, how should i install it by myself?
And the sales told me she talked with her boss, and they will let somebody come here to help me install it with no charge, and i also found other store sell the same dish washer only$379 or $389. and the sales told me the customer service will contact with me for the installation and they can also refund me the difference. Until now, customer service never contact with me, and today is the closing now for the house, so i have to install it. So i hired a guy to help me install it for $100 yesterday. and today, sales contact me the most early day is tomorrow, but today is the closing day.
Until now, no customer service contract with me.

Hi
I'm in montreal and recently purchased. Mysleepchest furniture... 3 delivery men showed up one morning with my delivery that they left up to me to assemble as the waybill didn't stipulate assembly was required
I immediately contacted my salesman who too was in shock of the lack of instructions. I informed him that I had reached out to a neighbor to assemble it for me as I wants able. No worri d he told me!

He reached out to his customer care department and was told to send in the amount it cost me (75$) thru email with copy of the invoice. I reiterated I had hired a neighbor, no worries send it in and they will repay the cost

After 1.5 months I hadn't heard back to I contacted my sales rep and was told to deal with customer care... wellll let me tell you your operations director is not a friendly person, and very rude! You would think that they would have sent an email at least acknowledging mine... totally unprofessional

Bottom line, the Brick is NOT reimbursing me because I didnt hire a professional to do the job that his employees were supposed to do when the bed was delivered, even though I had mentioned to my rep what I had done

I have purchased a lot from you in the last few years... not sure you will be getting any of my money ever again

S. campbell

I purchased a dining set, a coffee table set, and a sofa set at the Brick store in Surrey, BC When the items were delivered, the dining table had a huge crack on one corner, the coffee table had defects and damages all over, and one of the dining chairs had a huge crack. It was appalling that they would deliver such damaged furniture. When I contacted the sales department to advise them of the damaged items, they told me there was nothing they could do about it. The sales person was rushing to end the call without addressing my concerns. After speaking to a manger, I was advised I had to wait another day until they could even look into potentially replacing the damaged items because the invoice was not "finalized" whatever that means.

They told me I should expect a call the following day, but the call never came and when I called them, they advised that they had no records of the call I made to report the damaged items. After an hour of arguing with the sales person, I was asked to take photographs of the damaged items and send them to the store by email. The sales person was extremely rude and implied that I could have caused the damages myself, which is completely false. They delivered them damaged like they had been thrown around in the truck or dropped.

They finally agreed to replace the damaged items and deliver a few days later. On the delivery date, the two employees arrived almost 2 hours after the scheduled delivery time. After they arrived, I watched the employees, who were rude and unprofessional, drop the boxes containing the replacement items on the ground at least three times as they unloaded the truck due to carelessness and negligence. Once they brought the items into the home, they had the audacity to ask why I had not disassembled the damaged tables for them. Then, they refused to assemble the replacement tables, although the delivery employees the first time around assembled the tables as the sales person at the time of purchase specifically told me that the tables were to be assembled by the employees and not the customer.

When I called and spoke to another rude sales person on the phone to report the employees' refusal to assemble the tables, she accused me of lying about whether or not the original sales person, Gurinder G, had told me that the items were to be assembled by the delivery employees instead of the customer. When I tried to explain to her the situation, she hang up the phone on me. The two employees, while trying to remove the damaged items from my home, damaged my photo frames when irresponsibly trying to wheel a large box near my tv stand. I'm relieved they didn't break my tv. To top it all off, they left garbage and packing foam they were supposed to take with them in my hallway, prompting a complaint from the building manager about littering. The employees were so rude when leaving my house, they slammed my door shut so loud. When I refused to sign the paperwork confirming delivery of items in good condition, the one employee said, "Let's just go, we don't need his signature anyways." They left two unopened boxes, one of which contained the coffee table I watched them drop several times, although this delivery was to replace the original items that were damaged. Couldn't even confirm their condition of the items before they left. When I opened the box, there were some minor damages to the coffee table, which was likely caused by their negligence. I ended spending a while tying to assemble the table despite being informed they were supposed to do it. I believe I was deliberately provided with false information because I would not have made the purchase if I was aware I had to assemble the items myself.

Anyways, after the employees left, I called and spoke to another sales person to express my utter disappointment and displeasure with the lack of customer service and poor quality of products by the Brick. This employee while better than the others I spoke with before, she could not offer any explainations for the deliberate misinformation by the original sales person, Gurinder G, as it pertains to the assembly of furniture.

I ended up spending hours dealing with the aftermath of the worst mistake I have ever made by choosing to do business with the Brick. To date, I have not received an apology from anybody at the Brick about the worst service I have ever enountered and poor quality of furniture. I would strongly encourage anyone who's even contemplating shopping at the Brick in Surrey or in general, please do yourself a favour and stay far far far away. It's not worth the hassle, the worst customer service, and the poor quality of products. I encourage customers to take their business and $$$$ elsewhere, plenty of other companies who are professional, respectful, and considerate.