The Brick
reviews and complaints

I am in complete shock at how non existent customer service is at the Chatham-Kent Ontario store. I purchased a bed frame and 2 nightstands, the delivery date changed at least 3 times, when I told the manager that if the date changed again I would cancel and expect my money back, no apology, when I finally received a confirmation date I wait the 9-12 time window to no avail, apparently they don't confirm addresses when setting up delivery when I called I received the worst customer service! And was told to pick it up or wait till next week, again No apology. I will never shop at the brick again, and will tell all my family and friends about this as well!

We have bought the sofa on December 26 of 2017 from the Brick at College Park. Today is the March 06. I have paid on December (deducted money from my account). Almost three months I have not received sofa. When I called the store they said they do not know when it is coming. Funny thing is if they cannot deliver on time why they are so fast to take money from my account.

Ramesh

We purchased a bed back in September, it broke in December and i have been calling ever so often since then. i was able to finally reach someone in January who sent over someone to photograph the damage. This person did not take detailed photos and left abruptly. They also did not show any identification.
I have called SEVERAL times to your Whitby location since then and i have had NOBODY answer the phone or respond. I have contacted head office today.
I want a full refund on my product, as obviously i cannot expect to have the luxury of contacting you if something were to go wrong with a replacement.

I have purchased a full dining set, bed frames, coffee tables and side tables aswell as my bedset from your company.

I have never in my life experienced such poor customer service as the service i have received from the Whitby location.

Hi I am the one that is having back issues every night cause of this bed. Your store at College sold it to us broken, it was a complete scam. The bed was broken from the start. All i have done to the bed was sleep on it, if you call that abuse then most people in the world are abusing there beds. So will you please provide us with a new mattress and box (That isn't broken).

G

Sale invoice no :0116858FBUK

On January 16, 2018 we purchased 3020.84 dollars worth of products from Markham Brick center.
We bought two sofa and love seat which was delivered on Jan 29th, 2018.It is Feb 18th and one item is still not delivered so we had to cancel this one. After that we were out of city and when we returned these items are not fitting in our room.They are of no use to me so we requested for exchange or refund.

The sale was conducted with good professionalism but there was lack of communication.We were not informed regarding return / exchange policy, rather we were told that the items with clearance and final sale will not be returned.

I will appreciate if this issue can be resolved as we are existing customers.

Am messaging the brick due to the fact that am not happy with my mattress I've changed it twice and the 3rd one is even worse than the first am frustrated because I can't get a refund the last mattress I changed was the most expensive I thought the more money you spend the better the quality but that's not the case the problem is when I choose it at the store the mattresses feel comfortably I have always chosen plush but when I get the mattresses at home there not the same nor do they feel the same there hard like a rock and wake up with a back ace I bought a queen size and a double size both and there both the same I have back problems and I can't n, ot afford to buy other mattress at this point am not happy and would like a refund so I could buy a mattress that agrees with me the store that I bought the mattresses will not refund me my money but my argument is if they feel comfortable at the store it should be the same at home am very upset also due to the fact I've been charged delivery charges every time I changed the mattresse please help me resolve this issue

I purchased Angus couch and chair on Jan 21 and told would arrive to store Feb 1 for pick up. I Called Feb 3, was told chair had arrived, not couch and couch would arrive Feb 8. Called Feb 10 and was told that order never placed because they did not apply the instore credit that I have so still showed outstanding balance. Store manager was rude and not willing to help me. He told me that the credit I have from a prior warranty settlement had expired. I went into the store to show him the email I received from your warranty department that the credit never expires. There was a man standing at the customer service desk ignoring me- I asked the lady behind the desk to speak to the manager, the man disappeared into the back. 10 minutes later--same man comes out and told me he's the manager! He heard that I was there to speak to him and took off and made me wait 10 minutes! He then told me that he doesn't make mistakes and that my credit had expired. (please note--- I confirmed with my original sales person, as well as the person taking payments when I placed the order on Jan 21!) He said would try to get credit re issued but probably wouldn't. When I asked why in three weeks no one bothered to call and tell me there was an issue his reply was "I don't know" with a shrug and he didn't care that I have been without furniture! I asked how this can be resolved and his reply was "you're not getting any credits so don't even try it" All I wanted was to know when I'd get my furniture! When I asked for my money back ( the 750.00 balance that was not covered under the in store credit) he got very argumentative and demanded that I keep the order. Then they charged my credit card again instead of refunding. The refund of the double charge took half an hour to issue!

Ordered a Puddy chair end of December, and STILL has not arrived. Called your Edmonton warehouse at the recommendation of the salesman and got a story about the manufacturer being at fault. The chair is part of the sofa line I purchased. Can't cancel the chair and can't bring back the remaining set either. " oh well might be in at the end of a February " Are you kidding? I paid for it in full for something I don't have.NEVER again, and I'm gonna tell everyone I know who is looking to buy furniture.

I presently have a king size mattress at home . I have lived here for 32 years
and purchased 3 king size mattress and had no problem getting the king size mattress in the master bedroom. I went into the Vaughan store and wanted to purchase a king size bed I asked the sales person if I buy the king size bed and it does not fit up the stairs can I return it. Her response was i have never been asked this question i will ask the manager. Her response was i could not return it but that i should measure my king size mattress and if it is the same size i should not have a problem. I responded its logical but what do i do
if it does not fit . Her response was i could not return it. I have bought king size before from Leons and Sleep Country and have always asked this question and never had a problem in returning it if it does not fit up the stairs where my bedroom is can you please let me know your policy on this situation before i buy my mattress else where

I purchased queen bed set from brick in august 2017, it was delivered on time but the product is faulty, bed screws makes hell lot of noise and dresser drawers never closes completely, we submitted complain and when technician visited that its manufacturing defect and nothing can be done, since then we are struggling with customer care department to resolve our issue but we did not receive any positive response .

While selling your products you tell your buyers that you are giving one year warranty but when it comes to work on that warranty your team just either procrastinate or denies to help.

This kind of service makes me believe that brick is not worth to trust and shop .

Bhupesh Malik
[protected]

hi on feb 1 i had a install set up to install a dish washer in my home. the installers could not determine what breaker circuit the dish washer was on so they did what blew my mind . they took two open wires and touched them together this created a very loud pop and a cloud of smoke . the installer said he didnt have to proper connectors to do the job and left ... they took the cover piece to my old dishwasher and left two live exposed wires . after they touched the live wires my well alarm went off and is still going off the next day . i called the company the brick used to install to ask if those wires were live i was told no just tape them . that didnt sit well so i called the lady at dispatch .she sent an electrician to look after the issue . turns out my breaker box was not tripped and hose wires were in fact live ! the electrician taped and capped but with the cover piece taken with the installers its still open and exposed so the breaker is still turn ed off ..now the brick tells me i have to pay for installing the dishwasher [ i already paid 300 . i told installer not to leave that new dishwasher but was told they couldnt take it back . so now i have my old dishwasher missing the cover panel exposing wires to my pets and children a breaker turned off that runs other things a dish washer in my main living room with debris all around and an alarm going off to my well thats been going off since they left ...enclosed are pics of the live wires left exposed in the heart of the home that sat for several hours live and un capped .pics of well alarm pics of living room showing dishwasher clearly in the walk way of the home and garbage everywere from the packing of that dishwasher ...i tried to call the brick head office only to be told to leave message and with oin a few business days i would be contacted .

On December 23, 2017 we purchased 4000 dollars worth of products. The sale was conducted with good professionalism and a few of the items were not going to be delivered until the following week into the new year.

It is January 31st and I have only had 4 of my items delivered thus far.

The worst part of this entire story is that we were led to believe most items were in stock and arriving in the early new year and once my Verona Coffee Table did arrive, we proceeded to put it together with the very last piece (wood slat which belongs across the bottom) was cracked. I called numerous times, got a major run around, rude service, sometimes no one answers the calls at all, or you get placed into a queue of ringing on the phone and eventually, it disconnects you.

I eventually walked into the store with the broken wood slat and was treated rudely by 3 women who were sitting around chit chatting at a desk. They told me the part was ordered and would come via Canada post. That was over 3 weeks ago and every time I call them they tell me the delivery date has been moved to a later date. I called last night very infuriated and was told the part was indeed not coming whatsoever. So now I have a coffee table with a broken piece and no one seems to give a crap. Once they have your sale you on your own. To get the manager's name was like pulling teeth!

Today I will be calling the manager although I highly doubt with the way things run at this particular Brick, nothing will be done.

Dundas/Dixie store in Mississauga.

Extremely disappointed, and will never purchase another thing from the Brick.

First of, I purchased a grey L shape sofa about 3 weeks ago. I received a call on Saturday January 27th 2018 informing me that I would get my couch delivered on Sunday, January 28th from 8:20-11:20. Following that I got another automated call on Sunday at 10:36 stating that I would receive my delivery in one hour. At that time frame I was home. At 10:51
I received a message from the dispatcher, I then returned her call at around 11:00. I asked her what is going on. She said the drivers came and left, you will get your delivery another day. I asked her if it was possible to come back since it's only been 10 minutes (I was in the bathroom) and that I had received a call previously stating that the delivery would come in one hour (which should have been around 11:30). She said no we cannot come back, we already came and it's over! I said: «  But how is that possible, my door bell is set on very loud ring and a specific ring tone, I did not get any door bell ring and I have proof of my door bell rings on my
phone. »  She replied with a loud tone of voice: «  I told you we can't come back and it's not our problem if the appartement # was not on the paper. I told her: «  but mam you just said you rang... » she answered by yelling at me: «  I told you we won't come back, call the store! » and she hang up the phone in my face. I then called customer service at the brick in Kirkland and explained to my sales representative the situation. He said he cannot do anything about it, that we must re-schedule. After I requested to speak with the manager, Miss Sophie and she said she cannot do anything about it either as they tried to communicate with the delivery service and they cannot return. She said all she can do is call me back on Monday, January 28th 2018 to schedule another delivery date. I missed work, and very important events that morning to receive my couches. In the end, I get the worst possible service and the lowest manners from the dispatcher and no satisfying solution from the store representatives. I want a compensation for this and for the dispatcher to understand that it is not acceptable to speak to people in that tone, and especially in the customer service field. If there is no rapid solution for this, I will keep going hire up in order to attain fairness and respect. You may contact me at [removed] or email me at [protected]@hotmail.com

For the second time the brick has let me down the first time I bought a sectional couch from there and they refused to deliver it when they got to my house and after they took it back to the store it took them four hours to give me a refund. Thought I would give it a second chance and went in on Friday January 19th 2018 and bought a mattress set and decided to pick it up myself they called me on Tuesday January 23 2018 and told me I could come pick it up anytime showed up at 6:30pm to pick it up and once again was refused even though I paid for it cash on the Saturday cause they said there system was down and then when asked for my money back was refused that as well so now sleeping on a couch because I have no bed as I got rid of my existing on my way to pick up the new one will never shop at the brick again customer service is horrible. Not to mention the sale person who sold me the mattress stalled for a half an hour trying to sell me a mattress protector when I told him no several times. No means no maybe a point your sales team needs to be told.

On dec 16, we purchased our dining room table. We were told that the dining room table would arrive at the latest on jan 9. On jan 9, I called the brick store in windsor and was told that there was a delay in delivery and would be delivered between jan 17-19. I had not heard anything from the brick, so I called them on jan 19 and they informed me that the dining room table had to reached the central warehouse yet and it would take at least two business days to arrive. I asked to speak to a manager due to the poor lack of communication. The manager dan from the brick store in windsor was apologetic and stated he would have the dining room table delivered tuesday jan 23 to our home with no additional cost. I waited until 2:30pm and still heard nothing from the brick in windsor. So I contacted the store and they dining room table has finally arrived, but they had nothing on file about delivering. I spoke with the manager and he does not recall our conversation this past friday. It was the same manager (dan) that I had spoke with. He said for some reason, nothing was written in the report. I reminded him about our conversation and he continued to tell me he does not recall the conversation and deals with many customers. I asked him for the corporate office number and he directed me to go online and told me he would have the dining room table delivered this thursday jan 25. The poor lack of communication and unprofessionalism may prevent me from purchasing anything from the brick in the near future. This was the first item I have ever purchased from the brick and I am very disappointed with the service, especially from the management level. This may be just another table to you, but we have had no table for the past month, so it has been difficult. If you were honest about the process from the beginning, I would have been a lot more understanding. I hope no one has to go through this kind of frustration that we have experienced.

Last spring I consented to being the co-signor for a family members bedroom set purchase. He went into the brick store in windsor to shop and was led through a purchase despite me not being there. He did not pass the credit check. Without my physical presence or signature, the bedroom set was purchased under my name, the financing was applied for and approved and a brick card opened. I have contacted desjardins multiple times and am directed to contact the police. Upon my first visit to the brick a sales rep as per his card, but operations manager as per his introduction, indicated that in order to make a purchase the purchaser must be there to sign as well as photocopies of the dl and cc are taken. Two subsequent visits back since then I have been told by the store manager that my credit application is "in some box at desjardins, they can't find it." as long as someone has credit card information, they don't have to be the owner of the card... They will still allow the purchase. She also refused to provide me with any contact information within the brick to help me rectify this. She said she "can't divulge her superiors names." i've made 3 personal trips to the brick now, one with a professional colleague and another with the family member. Each time we are met with severe lack of competency and deception. Personally I run a corporation in canada, so I absolutely know the protocols of business and proper record keeping. And I have consulted the police as well as a lawyer as desjardins recommended. They all agree that negligence (fraud is the term) stems from the brick.

I ordered a new samsung fridge, as my last fridge (also from the brick) had fallen apart (leaking, broken shelves) within 5 years.

We asked for a quality product, listing our experience we were told this fridge was good quality. We purchased the extended warrenty for nearly 500 dollars, determined never to have a broken fridge again.

In the 16 months since we owned it, all of the door shelves have cracked and fallen off. The plastic inserts are of such poor quality they just snap - and the bases crack. One by one... I called yesterday and apparently shelves are considered *cosmetic* and therefore not part of the warranty. We now have a fridge that's barely usable and no warrenty applies. The best the brick would offer me is a 'good deal on a new one'. Criminal!

Me and my family bought a table at The Brick about two years ago. This table was said to be solid wood. Most of it is made of solid wood, but the 2 legs that hold up the table are made of gypsum covered with painted plastic with white textile inside. We started to notice that our table is slanted to one side. We turned it over and saw that one leg was fully cracked. This was an expensive table about $2, 000. I provided pictures. The white textile is in the plastic bag.

I have had numerous dealings with The Brick located on St. James in Winnipeg, Manitoba.

Unfortunately I didn't listen to all of the reviews not only about the company but the Commercial Sales Manager that honestly is one of the biggest pieces of [censor] I have had the unpleasure of dealing with...

Mark Maxwell is not only a liar, but an [censor] if I have ever met one! He is condesending and tells you what is necessary to make the sale for his commission like any other sales person - The difference is that this piece of [censor] is someone who just simply doesn't care about customers.

I had been scammed by The Brick multiple times but the last purchase for our new home build was the incident that took precedent over all of the other negative experiences I had with them.

This [censor] told us about the extended warranty program and how we absolutely required this as extra coverage. By the time he had finished his speech my wife was brainwashed and told me we needed it regardless of how I felt due to the way manufatcures are building their appliances.

So we took it for an additional 1K+ to our purchase, as we were a new home build buying appliances, etc... For our entire home it was 15K+ worth of business.

You would figure that customer retention would be at the top of the list of things to do and set yourself a reminder to follow-up once our extended warranty ended... Sadly to say so did all of the customer service!

I spoke to this [censor] multiple times to try and recover our monies for an in-store credit as we were told as I knew we didn't need it to begin with and the minute we came into the store to enquire where we could apply the credit to our next purchase we were told that we had to wait for a reimbursement which could take up to 8-10 weeks after our purchase.

That didn't sit well with us and I was not prepared to put out any further monies and insisted they do an in-store credit applied to our invoice to offset the difference. Due to the fact I was being difficult and they didn't want to deal with my customer concerns they threatened that if I didn't leave the store and stop making a scene they would have me removed by the police!

Are you [censor] kidding me, this was the most frustrating experience I have ever had with a retail store/manager/corporation. Upon asking to speak to Marks manager I was told someone would be in contact with me which of course never happened.

I hope that in sharing this experience someone else can benefit from not having to go through the same game/[censor] that we have.

I will tell everyone not to go there and they are out to screw you once they have your monies from your purchase - I would scream from the rooftops to help others if it would make a difference...

But what The Brick doesn't know is that social media is a very powerful thing and it will open their eyes eventually.

Notice you can't even leave a google review? Wonder why? Because they have paid them not to be able to have any reviews associated with there listings as they have problems throughout their organization both them and Leon's which is the parent company which I strongly suggest you don't deal with either.

Both companies should be avoided like the plague... Hope this helps!

Where do I start, the initial contact with the sales rep was great however from then on it was awful. As the hydro went out for a few minutes while we where in the store completing our purchase we did not receive an invoice (have request this several times and have still not received it) therefore no delivery date was given. After call the sales person several times we where given the date of Wednesday, January 3rd between 12:45 pm EST and 3:45 pm EST. I stayed home all day and finally called at 4:00 pm EST to be told that the delivery was changed to 2:00 pm EST - 5:30 pm EST I again called at 6:15 pm when the delivery still had not arrived. Shortly after hanging up the doorbell rang and two young men arrived the with bed. They were both quite small and thin but size is not everything, anyhow it was as they had extreme difficulty in getting the king mattress upstairs to our master bedroom, we had a king already that we purchased from the same Brick store so it was possible. They managed to get it up the stairs after damaging our wall, getting black water on our beige stair Capet (in several places). The smaller of the two asked in a very rude manor for water after sitting atop our current bed as if he was an old man and we made him work that hard. We where then told that they would not be removing our old mattress even though we purchase a bag to have it removed I called the store and they instructed that they remove it. Unfortunately NO ONE mentioned NOR PROVIDED bags for the box spring and hence they would not remove them. To end a long story they left all the new pieces against the wall in my master took the mattress left the old box springs where they were had us sign and left. I immediately called the store to be told that the store manager left at 5:30 pm and would have to call me back the next day. It is now 3:35 pm EST on Friday, January 5th and I have not yet received that call, I have just called to be told that he is not available (big surprise) and that a return call would be within the next 2 to 3 business days. I work for a law firm (we have and Alberta office) and this is BAD CUSTOMER service if fact there is NO CUSTOMER SERVICE if we where to treat our clients and there clients this way we would not be in business.