The Brick
reviews and complaints

Après 1 an et demi d'usage, notre sectionnel acheté chez Brick St-Bruno, Québec, avec garantie prolongée de 5 ans (pour laquelle nous avons payé près de 200$) est déjà très endommagé esthétiquement. La garantie de 5 ans couvre les dommages actuels. De plus selon l'Office de la Protection du Consommateur du Québec: "...tout bien vendu par un commerçant doit fournir un produit devant répondre aux attentes raisonnables du consommateur."

Brick St-Bruno refuse de nous échanger ou de réparer la totalité du sofa anormalement endommagé en moins de 2 ans. Pour chaque argument de notre part, une nouvelle raison apparaît pour refuser de respecter les garanties après achat.

2 techniciens sont venu examiner le sofa à la maison entre décembre 2018 et mars 2019. Les coutures du sofa sont détériorées même à des endroits inutilisés du sofa. Des petits trous d'usure sur le tissus sont apparus. Dans une discussion sur le traitement des tissus qu'ils nous ont vendu, j'ai posé une question par rapport à un seul accident survenu pour un pipi de chat (quelques gouttes que nous avons nettoyées tout de suite... et cet événement n'est pas l'objet de notre réclamation, le sofa étant traité et n'ayant aucun dommage suite à cet incident).

Un jour Brick refuse d'échanger le sofa sous prétexte de l'urine de chat ! (Il n'y a pas d'urine de chat et cet événement ne fait pas parti de notre réclamation. De plus, ce simple incident, s'il y en avait vraiment un est couvert par la garantie de 5 ans). Par la suite Brick refuse de réparer les coutures sous prétexte qu'il y a plus qu'une couture endommagée !

Peu importe les arguments soulevé par rapport à la loi sur la protection du consommateur et sur ceux liés à la garantie prolongée, Brick refuse de nous rembourser ou de nous échanger notre sofa.

The couch where the armrest is it's moving the cushions fabric is ripping and springs are sinking in the couch. This has been going on for a while repairs after repairs after repairs I'm getting tired of this it's like a Non-Stop situation I paid money for my furniture and I'm very pissed off about this and I'm really not satisfied on my product that I bought from The Brick. This situation needs to be fixed or replaced with a new one. Please call me at [protected]

I ordered a Mattress from a The Brick store (Order number: 041196PHRJC) on 11th April. I was provided a delivery date of 13th April for the same. Upon the next day the Store Manager called to inform that the order will be cancelled since they cannot deliver the mattress. I insisted that they should not have taken the order if they could not deliver. Since we moved in to a new place and my wife is into her 9th month of pregnancy, i told them they should honour their commitment as she cannot sleep on the floor. The Store Manager agreed but gave me a new delivery date of Wednesday, i.e. 17th April. My wife had to manage these excruciating painful days of wait on a makeshift sleeping arrangement. Finally on 17th morning someone from The Brick delivery called to inform that they will make a delivery between 2 pm to 5 pm. I took an early leave from office to be at home to take the delivery. But nobody turned up. I called the Delivery guy and the Store Manager many many times but nobody is even receiving my call.

It has really been a pathetic shopping experience and the amazing thing is there are no ways to escalate. I made a complaint on the official Brick website which has a resolution time of 2 business days but nobody bothers to come back. Just wondering what consumer rights do people like us have against such deficiency in service.

To Whom It May Concern

I have been trying to make a claim with my warranty on my couch that I purchased from your downtown Edmonton location for about a year.
- I am not happy with the technicians
- The management team is Rude and Passive Aggressive in trying to solve the matter I brought to them
- Every time I go in to the store the manager is never there, and I get the wrong work times for her. Which leads to me wasting my time every time I take off work to handle the situation
- I have been yelled at over the phone by a male supervisor instead of being reassured that even though it's been a year that they will work with me to handle the situation
- At this point during my search for a little satisfaction I have found that I am being racially profiled and some of your employees have made me feel uncomfortable with being in the store. I am an appalled and disgusted with the abhorrent actions, both direct and indirect that I have received from your company.
- This is my last attempt at trying to resolve this matter in a calm fashion, but if nothing comes out of this except for some of the same results, please be assured I will take this claim publicly. Because no matter who you are in this world I do not in now way shape or form deserve this treatment.

Badria Dhore,
Invoice #1210511JEPA

I ordered this bed in store in Calgary Alberta on April 3rd I was told pick up date would be April 15th I went to pick up my bed April 16th they told me they had all the product there when I went to pick it up and brought it home to set it up after just moving I found out I only had just a headboard no footboard or sides to my bed I found them and let them know that I wanted to go to the warehouse and pick up the rest of the box but they stated that it all comes in one piece I now have to wait until the first or second week of May to get my bed frame now but at least they're paying for the delivery after I took a day off work and run to the truck so I can get my bed home.

On Feb 11 I purchased a bedroom set at the Brick Edmonton Main the same was delivered the following week, On delivery there were damages to my property mainly dent in the wall the brick sent a painter who after 3 attempts to resolve the issue leave me with a two tone wall, but the major issue here was there were cracks in the wood in the dresser mirror and the chest of drawer, I informed warranty who sent out a service call to verify the damages the service guy recommended replacement as the products couldn't be fixed a deliver was arranged however the items that were sent out to replace the damaged products were also damaged and the mirror was missing from the delivery, the replacement dresser have uneven counter surface whenever I place a bottle on it toppled over I sent photo to the store and to date I haven't received my chest of drawer so currently I am paying for something I don't have I made numerous calls and email to the store to have the issue resolved bit each time I am been told someone will call me back, its now April 15 2019 and nothing have been resolved . I would like to have the completed bedroom set I ordered free of Damages or defects / my walls properly fixed or a refund so I can get a bedroom set elsewhere it has been a very frustrating experience I have always shop at the brick and never had an issue but after this experience I am not sure I will be making future purchases from the Brick

I bought the mattress from The brick store in Brampton. I was told that this is the best mattress and its firmness would stay same for long time and if I get any problem with it, it's very easy to replace or get any other mattress as it's covered under the warranty. The mattress was bought in 2017 and in year 2018 it's firmness was getting less but I was feeling ok with it. But this year my and husband are really suffering from back pains because of the mattress. I am having major health issues, I need a good rest but I cry everytime when I sleep on the mattress. It's very discomforting and most of the times I end up sleeping on the floor which is not easy for me but there is no option since we have only one bed at the moment. In a claim I mentioned everything but claim was rejected as follows:

1) The sagging on the mattress is less than the manufacture's required sagging of 1.5 inches, the sagging currently on your mattress is at 1 inch

The manufacture has stated that they are willing to have a new mattress claim reviewed, to evaluate the sagging on your mattress. The time frame for resubmission has to be within 3-6 months. Attached with this email is the manufacturer's warranty card, as well as a link leading to the claim report.

I can't believe the company only cares about the rules they have made but if the customer is really suffering because of the product, it doesn't matter to them. And the sagging thing should be when a person is lying on the bed then it goes more down but it doesn't work like this. I was not expecting this from such a big company.

In the email I even mentioned about my health issues and how the mattress is increasing my pain and to my surprise the claim got rejected and no reply for the discomfort I am having. I have ended up living at my parents house for sometime to recover from my health issue and back pain as I can't lie on that mattress at all. Since I can't even throw this $1, 000 mattress, I don't know what to do with it. And have to spend money buy new one for sake of my health. ALL THANKS TO BRICK COMPANY.

Whenever I hear the company's advertisement regarding mattresses they always say how the customers comfort comes first but this is not true at all.

I purchased an item prior to your account transfer. I did my payments in my local brick and you changed over to the visa brick card I was informed I was not able to do that no longer and it would have to be done online. So I started up an online payment through my bank and did payments. I noticed I no longer got bills in the mail but was not too worried about that as once I knew I was close to finishing it off I would just do in and make another purchase and maybe have some overpayment that would just to the next item we buy. I just recently had to renew my mortgage only to find I had a 720 unpaid brick card. Wow, new this was a mistake but also knew it would now hurt my credit score no matter what mistake happened. I spend a total of 3hrs on the phone and lastly at the store figuring out what happened.
At the end of the day with some great help from the manager at the store to find out that once I was no longer allowed to make payments in the store I used the brink card to set up online payments to an account that had noting owed great so no one at your organization had anything set up to join these accounts. This account had money going into for over 8 months while I would only assume you rob me for interest payments, hurt my credit score, embarrassment at the bank, waste 3 hrs of my time on my day off, I had plans to spend a lot of money slowly buying a lot of household items now can't really say I plan to shop with you ever again.
I do expect some sort of adjustment to the amount I paid as I am sure late payments, interest and me scoring a r9,
And lastly to now have to not be able to just transfer the money but have to wait up to 10 days to receive my credit from my account while I must pay the 720 due to me remortgaging my house - they want it paid immediate. I expect a reply with reimbursement. Brian Wallington 751 Gifford Streeet Oshawa Ontario L1H4W1 email: [protected]@hotmail.com

Purchased a sofa and a matching love seat from the brick milton, (they had a deal with a discount on the sofa if you buy the loveseat). Received an invoice with 2 separate items on it. Now the loveseat is on sale and based on their policy they have 30 days price match guarantee. They refuse to price match because the total for 2 items did not go down. No where on my invoice dose it say it is a bundle. No where on their website dose it say that i need too price match the bundle. I spent $9000 in total so i believe they should honor their promise or not make such claims. Please advise with whom can I speak regarding this issue.

Bosch DIsh Washer purchased June 25/18 had few glitches in beginning but seemed to be just getting used to then the glitches became everyday... would not complete its cycle for possible 3-4 starts we were unavailable for November and part of December so January went into local store they just told us to contact Bosch (not their customer service would do for us!) gave us number in England like excuse me finally got ahold of someone in California who seemed anxious to help gave us name of repair (local) process started now everything except the outside cover and the racks have been replaced and it still cannot complete a dishwashing in one start needs to be switched to another cycle sometimes 5x very annoying and I am in anarea where water is not free I have 1350gals to last 10 days most recently March 11 last repair done and repair sent word saying nothing else they can do the DW is a lemon and should be replaced. When I approached staff at store they indicated it wasn't their problem told me I could not bring back for refund the little miss at counter Courtenay actually told us there was no number for head office that they couldn't even call there was no email or phone number they could give us we feel we have been abandoned and like we have an $850 boat anchor in our kitchen. Thoroughly disappointed in how we have been treated and the "top notch" product we supposedly bought. My name is Louise Norquay my phone number is [protected] or home [protected] at this point I just want someone to call and at least explain why we are not worthy of having answers orbhaving the product replaced... Courtenay is a waist of skin when it comes to customer service however Tristan couldn't be bothered to even call so I'd say the ball is in your court but clearly the Brick doesn't do business with people it just does as much damage as it can then leaves you hanging... not impressed

Hello Brick,

My phone number is [protected]. My address is 1500 Rue Saint Louis, Appt 311, Saint Laurent, H4L0A4.

I bought a washer and dryer and the delivery was made on the 31st March 2019 around 5.00 pm. My phone number is [protected]

The delivery and installation was all included in the price I paid for.

I was very surprised by the persons who did the installation because of the following:

(1) They made me sign the delivery and installation document while the installation was not completed.

(2) They installed the washer and dryer one on top of the other (superposer). They did not want to push back the equipments to leave sufficient space as I used to have with my previous washer dryer. They said that they cannot do it because the size of the machines is not the same as the ones I had previously. At the end they got angry with me and they told me in that I have already signed the installation document so they do not care and they are leaving.

(3) They had already left my apartment, and then I had to run after them and "beg" them to help me push the appliances. One of the guy who was supposedly "too angry" left completely while the other 2 guys accepted that they will help me to push back the appliances unless I sign again on the document. So I was sort of "forced " to sign again on the document. Myself together those 2 guys, we pushed back the appliances back as required. . The 2 guys then left.

(4) They left the appliances without checking on anything about the functionality of the appliances.

The doors of the washer and dryer were still closed with tapes.

(5) After that they left, I opened the door of the dryer and found the kit for water intake of the dryer inside the dryer drum. This kit needs to be installed so that the dryer can take water for steam-dry the clothes. So the guys did not install it at all.

(6) There are several other kits which needs to be installed but they did not do it.

(7) They never powered on the appliances to check that all is OK.

(8) I can see that the dryer has rooms for shaking when I check it by pushing and pulling on it gently by my hands. It shakes and makes noise. So I guess that when the dryer will be running at full speed, it will be vibrating and be noisy.

(9) They took my screw-driver with them and they left.

(10) They damaged the wall of the corridor. The Condominium syndicate might get back to me for repairs / damages.

(11) I did not get any copy of the documents i signed, which is not normal.

(12) Given the situation as the installation was done, I refrain myself to power-on these appliances. So both appliances are powered off, and will remain powered off until Brick clarifies that all is OK.

(13) This situation is prejudicial to me. I have a family with 2 kids and I have a "ton" of clothes for laundry and I cannot do my laundry.

(14) I am supporting most of the things I have mentioned above by pictures . I also have a video for the shaking and the noise which I am not able to send in this mail, because the mail is not allowing me. I will send the video by another means which i have to find

I am suffering for my laundry and i want this to be fixed today.

This is prejudicial to me.

Thanks

Fazael Yadun

Tel : [protected].

To The Brick Head Office, The Brick not honoring the warranty credit.
I have purchased a great amount of goods at the Brick with 5 year warranty. When my 5 year warranty had come to an end, I contacted Brick to claim my store credit and got refused as they said " our system showed you are still under warranty for an additional year" As I am back to reclaim, they now refused me again saying "sorry your warranty expired a year ago, you had to come when it expired" I have mentioned I had done that and was informed otherwise. I called another Brick to find out the true status and was told again I still had warranty now until November 2019! One Brick says expired and other says still under warranty! Is this done on purpose within Brick''s system so Brick does not have to warrant the Credits!
I have called the head office twice now regarding this issue and still not resolved.

We purchased sectional on November 26th. We were promised to receive sectional January 10th2019. We sold out old furniture (have proof on kjiji) January 6th. When I called Brick they said our sectional will not be delivered until the end of the February. I was not upset that they couldn't deliver furniture I was upset annoying let us know if that was the case. Closer to the mid February they delivered half of our furniture. Meaning top of the sectional. As he had nowhere to sit. The second delivery was scheduled by the end of the February. The only request I had for that Saturday was but if I try to be delivered after 11 o'clock in the morning. Hi this point we have not made one single complete. Instead of delivering our furniture after 11 they had sent someone to deliver it at 8:30 in the morning. When I try talking to someone up in a ball I was told why am I feeling inconvenienced the furniture has been delivered. This made me very upset yes we were inconvenienced first for not having a French or divide due date that we were told a second this is the second time we're having delivery because we don't have because the brick didn't have the full furniture the first time only gave us the half of the section. Customer service was so rude so disrespectfu. This set up another day to deliver the second half the sectional. I husband had to take the day off to receive this furniture. Full-time customer service has done nothing to buy the boots and is respectful even to the customers like acid had not made one single complaint until the second delivery but they couldn't match our demands which was just delivered after 11 o'clock. Every time I have called and left a message talking to someone no one has a turn my call back. I have done everything in my power and look at you joking my power to let everyone know what service we have this season I have to cook everything and not for the people not to go out and shop at the store. We have not even received an apology yet furthermore there's something wrong with the furniture I have sent them the pictures twice to send a technician and no one has called me back with a date I just finished calling them today which is March 13 to ask why they have not sent the fishing yet. The location of the store is in Mississauga it's on Bridgeway it's a superstar furniture and I have to say in my life I have never been so disrespected and such a poor service given until I have dealt with this store. My phone is [protected] I will be going to speak to anyone who has at least some decent slee we have not even received an apology yet furthermore there's something wrong with the furniture I have sent them the pictures twice to send a technician and no one has called me back with a date I just finished calling them today which is March 13 to ask why they have not sent the question yet. The location of the store is in Mississauga it's on Ridgeway it's a superstore furniture and I have to say in my life I have never been so disrespected in such a poor service given until I have dealt with this store.

I had a problem with my washer that was bought from the Brick and covered under the extended warranty offered by King and state
They sent the most ignorant technician who came 6 times and can't fix or replace the damaged Washer and it cost me more than I paid for the extended warranty to use an outside Laundromat
Still I have no washer and the ignorant don't answer me