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The Brick
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2.3 1340 Reviews

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419 Resolved
915 Unresolved
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The Brick reviews and complaints 1340

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Newest The Brick reviews and complaints

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7:29 pm EDT
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The Brick WARNING No refunds

We purchased three counter height stools at the Crossroads Brick store in Toronto and were told by the salesperson we could return them if we were not satisfied. We picked them up 3 days after they were paid for, one was rattling around in the box, but I was assured by the shipping person it wouldn't be a problem as they come packaged 2 in a box and that one had been removed. When we got them home we opened the box with the single stool and were surprised to see all the nuts, washers and bolts strewn in the bottom of the box, the item was damaged. The leatherette was streaked and stained. We opened the other box to find the quality of the other tsub par. The upholstery was not pull tightly and was sagging, The staples holding the upholstery were quite a distance apart creating a gaping issue. This is when I contacted the store to let them know I wanted to return them for a refund as I wasn't happy with the quality. Dave, the store manager told me I could only have a store credit or a reorder and I should go online to see The Brick's Return Policy, I purchased the items in the store, not online, this was never brought to my attention at time of purchase by the salesperson, nor did I see it posted at the cash area, nor is it noted on my receipt. The policy is absolutely illogical, if you open the package, which you must do to view your product, you are no longer eligible for a refund. How is the consumer ever able to get a refund for a substandard product if they can't open the package. I would like The Brick to explain firstly why this illogical policy is not noted on the receipt or posted in your store and how can you be so deceptive to your customers. To resolve this issue I would like The Brick store credit I received reversed and my money refunded.

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11:59 am EDT

The Brick Warranty and service experience

If there was an option to rate this as a Zero, it would be the ideal rating for my experience with the Brick. The poorest most unprofessional customer experience post delivery. While you have sales all over you at the store, as soon as you need service for the Extended Warranty with King and State and the Retail Store, you are going NO WHERE... We had so many issues with our Fridge and have gone for 10+ days without Fridge, and no reimbursement for the groceries. We had an issue in Nov 2023, and it took a BBB complain and few hours of talk time with the Brick HQ to get a loaner for few days while we waited for the repairs. We are now going through the same experience our Fridge is not working again, we returned home Saturday March 16th to find our groceries spoiled the fridge had stopped working while we were away for March Break. I emailed King and State/The Brick to report the incident as the offices were closed. Called back Monday and booked a service appointment Wed the 20th, and we don't have a date of repair YET.. so a week without a Fridge and seems to be OK with the Brick, as they don't deliver with the extended warranty accommodation for loaners etc. OR pay for damaged Groceries as outlined. We have yet to get a call back from the Brick even with the automated reply of we will get back to you within 2-3 days.. assuming Buss Days we are now 5 days and no response. Several calls -emails and Nothing.. .How does the BRICK get away with this business practice and so many customer complains everywhere?

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9:26 am EST
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The Brick - Sofa recliner

Hi, We purchased sofa from brick. They promised to us we will delivered it was perfectly fine on store we check everything in store it was perfect but when I got it was damage from so many places and delivery guys did my front door damage as well while delivery. I came in store same day inform them on customer service counter that my sofa was damage and my...

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4:30 pm EST
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The Brick I’d rather give ZERO stars

I placed an online order for a kitchen sink in late November. Estimated delivery was 7 days. On day 6 when I hadn’t yet received an email that it had been shipped, I contacted the store. They said it should be arriving the next day. It didn’t, so I called the following day. The store said they had no information as it was through the manufacturer. They said all they could do was email them and wait for a reply. Finally I was given info to attempt to contact them myself. Speaking to someone in the Philippines, she also couldn't help me and said she would create a ticket and I’d have to wait another 48 hours. After a few days I contacted head office, they were finally able to tell me this item IS NOT IN STOCK! So this was after almost 2 weeks since ordering. They tried to offer me different styles of sinks but they wouldn’t have fit, and I didn’t like them anyway. Horrible customer service, wasted so much of my time. Eventually got my money back, but nothing extra for my trouble. I will not shop at the Brick again, and definitely advise not to order anything that is “online exclusive”.

I was treated so poorly, and most people didn’t know what they were doing or how to speak to the right people to find answers.

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2:47 pm EST
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The Brick Leather Recliner

Hi,

I bought this in 2021 a leather recliner and here is what happened

1)3 years 3 times same issue same place taking a few months to resolve even after purchasing a warranty.IT took 2-3 months to repair due to the first engineer's inspection, then a part order for another 2 months the engineer came again to fix it almost we were without our recliner for a couple of weeks.

This time it was stuck open in a dangerous position in our living room and could not be closed with metal rods out in our small living room.

Despite several requests for 2 weeks to mark urgent as we have seniors and kids in our home but no response from them for the past 2 weeks.Now we got an injury due to those metal parts coming out and still they are not doing anything.

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5:42 pm EST
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The Brick The worst service ever! Wrong and defective product received

I went to The brick for selecting the best mattress specially for my back. After an hour I did select one king mattress and it took the sales person 20 minutes to do the billing because of bad reception that was really funny. Anyway she told me it might take 15 days to get the mattress I agreed and it almost took a month to deliver I received it on Jan 20th and yesterday I did a setup and guess what it is wrong and defective mattress not even close which I had chosen.. the foam is already coming out from the edges. I called the sales people in the store they were not at all apologetic and not humble at all. I found the brick service and sales people very disappointing.

Claimed loss: I did not look any other options and trusted the brick but even after waiting for a month I got this..

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3:46 pm EST
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The Brick - Washer and dryer purchase

We ordered a new washer and dryer from the Brick in the fall, plus 4 new kitchen appliances for our new home (ordered early Sept 2023, delivered late Oct 2023). The problem with our order is the washer and dryer – it is not the model that we wanted and thought that we were getting. We offered to visit the salesperson’s store directly to make our...

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3:11 pm EST

The Brick Fridge / stove warranty

When I bought my Fridge and Stove from the Brick Sudbury in June of 2018, I was offered a 2 year extended warranty for $299.95, which I at first declined. The sales person told me that if I bought the warranty and didnt use during the 2 years I could have it paid back to me a s a store credit and could use the $299.95 to buy other products at The Brick. I agreed to this arrangement. In 2023, I decided to go and purchase a new mattress, so I took my receipt to the brick, chose a mattress and gave the sales person my original receipt and attempted to claim the $299.95 for the warranty as a store credit. He told me it was only good for 90 days, and I told him I was not aware of, nor was informed of this when I made the original purchase. He went over to the office counter nad a young ladt there informed me that there had been a lot of problems and misleading information about the warranty rebate program, and as such, the Brick had created alist and extended the rebate to those customers until the end of 2023. She checked the list and no suprise, I wasnt on the list. She called over a manager and I told him the whole story. He at first denied the existance of a list (the same list the young lady had just checked) He then informed me that I was given a phamplet explaining the program, I told him I was not, he said I mut have been. He told me I could not possibly remember what I was given or told 5 years ago. I told him I did and why I did. He said that ws too bad, and asked to see the original receipt. The young lady gave it to him and he tore it in half and said, sorry, you were informed iot was 90 days and there is nothing we will do for you. I want to discuss this with someone.

Claimed loss: $299.95 plus time lost

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1:10 pm EST
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The Brick Furniture - misrepresentation from brick

Jan 06,2023- Ridgeway Drive, Mississauga Location. This store is a fraud. They did misrepresentation of an item and delivered us the wrong product. After we assembled it, we got to know about the fraud they made as we already have the video of the product we selected. When we went to the store again to meet the customer service, we saw our product on floor. They agreed that it was Brick’s misrepresentation, therefore we asked them to disassemble the wrong product and reassemble with the right one. The Store manager was very rude towards us and behaved in a discriminating manner and made us feel very small that we got a clearance item which got my wife an anxiety attack. I have heard that Brick is committed to its customer and good customer service. Such behaviour from store and its store manager is not acceptable to us. Attaching the photos as well. I am writing this review so that people get to know about them. Please save your time, money and respect.

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4:36 pm EST

The Brick Delivery Concerns

December 18, 2023 we went in Hunt Club Brick to purchase a couch and dining room set for our new home. The sales person, Harveen, was polite and professional. Making sure as seniors that we were comfortable with the experience. We were so happy with her that we even bought a mattress for a spare room, occasional chair and pillows and mattress covers. We felt it was a good deal. We took home the occasional chair and bedding. Arranged for the couch and dining room table to be delivered to our new home and the mattress to our current residence. We asked if they assembled the purchase and take away the garbage from the dinning room set and couch. She assured us of course and even wrote on the bill of sale to set up and bring garbage back. For the mattress she did the same thing and asked them to take the old mattress. She said she would email us the bill of sale, which she did but it was just electronic and had no pen writing on it.

We met the delivery truck at the new house. Two men brought the furniture in – not on a dolly or with stabilizing ropes attached to their bodies – dropping the furniture on the ground over and over because it was heavy. We then offered them food to have while setting up the furniture. They said they do not do that. Left and then put the garbage from the truck on the conjoined neighbour’s driveway. Proof with picture. Needless to say they missed out on the fifty dollars tip we had for them.

A few days later the delivery truck came back with the mattress to our current house. We had cleared the bed, older mattress at the front door and tip ready. They refused to take the old mattress and left the new mattress inside the front door. Tip again not given.

Called Harveen for the second time about the delivery and said she could not understand. They did the same thing to a senior moving into a condo with her appliances. No door put on the fridge she said. Said she would tell her manager.

So buyer beware. I think this is a scam. Get you to buy – give your poor delivery – but what can you do now that the furniture or whatever you buy now is in your home. One hundred and fifty dollars for delivery means delivery to the front door only.

Don’t bother to call the Brick. They have a customer service number but it does not work. Must send them a form from the internet. If you delve deeper into the web you will find in small print that they deliver and don’t set up or take away the garbage. How come the sales people do not know this?

Anyways they have missed out on selling us a washer, dryer, kitchen appliance and king size bed.

Mary Jane Burrows, Nepean

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12:51 pm EST
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The Brick Warranty Claim

I purchased a sectional couch from the Brick with a purchase of a warranty. The warranty expired December. Upon purchasing this warranty and the couch, I was told once the warranty expires and I have not claimed the warranty that my money will be returned to me. When I followed up to claim my warranty after the expired date, I was told I had to go into the store, make a purchase of 400 dollars of furniture and then the credit from my warranty will be applied to the 400 dollars furniture purchase. Of course I was not pleased with the outcome and until now every customer service associate has not resolved my issue. I was told wrong information when purchasing the warranty and now I am forced to purchase more than what is owed to me.

Claimed loss: My money lost

Desired outcome: To be refunded the money or just simply give me store credit where I can purchase whatever merchandise I please without having to spending beyond my will.

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9:58 pm EST
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The Brick - Failure to deliver item that was purchased. It was" Lost"

On Nov 29th I made a purchase of a dual recliner and a arm chair and automan from the Brick on Hunt Club in Ottawa. The recliner and arm chair were delivered but I did not receive the automan. I let the driver know, I wrote on the delivery slip in multiple spots that I did not receive the automan. I also called in to speak with the department for...

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8:34 am EST
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The Brick - Product purchased on June 10/23

WORST COMPANY EVER We purchased a couch *Model ACEGYSL2 Vendor: 060H, on-line and when it was received it looked cheap. Well, it's beyond cheap. We paid roughly $1572.00, which is allot of money for us, maybe not for your company, but it was for us. We needed something for our TV room and thought this would work. Boy, were we ever WRONG. It's a piece of...

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8:50 am EST
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The Brick Unprofessional delivery service

In December of 2023 the two delivery men they sent to deliver my refrigerator were extremely rude and unprofessional, one of them even started cursing. Right from the beginning they were complaining about everything. They were supposed to wear masks but did not. They had no ramp set up from their truck and were about to roughly 'drop' the refrigerator onto the road but saw me watching and restrained themselves. They took the styrofoam cover off the fridge bottom and let it sit on the snow and dirty road. They were crude and disrespectful and would not give me a moment to inspect the appliance before signing the form. I did not feel safe letting these two delivery men into my home so I had them leave my appliance on the doorstep, which meant I had to annoyingly drag it in and install it myself. Considering we paid for the delivery and were treated poorly, I will never buy from The Brick again. This was a really bad experience.

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6:21 pm EST
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The Brick Extended warranty

I had purchased extended warrant which had expire in July. I was initially told when purchasing the warranty that it does not expire. Anyways, While going into the store earlier this week it was also explained to me they were running a promotion until December 31st to honor said expired warranty... While going into the store Monday I had purchased new furniture with this store credit. To my surprise when going to pick this furniture up today I was advised it was not available as they would not honor that warranty. It is extremely disheartening, and dishonorable, the amount of Brick employees I have dealt with, whom all of which have either lied or misguided me in this warranty process... If you look on my account, I have made several large purchases each time adding on and paying for the warranty which at each time I have been explained would sit on my account if unused as a "Brick Credit" for the next time Im ready to make a purchase. Never have I been explained the 90 days expiration policy nor the limitations and minimum purchase requirements of said store credit by any sales representative I have dealt with. Then to be quickly shown this email and explained to earlier this week that my warranty would be extended. Then to have gone back into the store, spent 2 hours with yet another employee picking out a furniture item to meet the requirements of the warranty credit, rang through my invoice with this warranty credit, told it would be ready today for pick up, only to call and find out that it has not even left the warehouse due to this issue... As you can see, several employees have either lied or mislead me all to make a sale and profit themselves while I am here to pick up the pieces. It has not been the wrong doing of one untrained employee...

Claimed loss: $350

Desired outcome: To honor my $350 warranty credit and to have the staff disciplined appropriately and used as a teachable lesson.

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1:59 pm EST
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The Brick - Beautyrest bed

I went into the store (huntclub, Ottawa) to buy a bed for my 94 year old father. I looked at beauty rest mattress and box spring. I mentioned I had concerns about the height as my father is elderly. The sales person told me that they had a 5 inch box spring which she would show me. The height was acceptable. I was going to buy the box spring, mattress and...

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11:49 am EST
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The Brick - Extended warranty

We purchased extended warranty for our Fridge, and it took 20 days to repair it finally. Few things to note regarding this complaint: From initial call to actually having someone inspection the Fridge 7 Days. We had no Fridge for 10 Days, and only got a loaner post BBB complaint and few escalations through Head Office. The local store offered a Beer...

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3:02 pm EST

The Brick Sofa

I purchased a sofa and received it in November 2022. By October 2023 the fabric was pilling. I have had other fabric sofas and chairs in the past and this has never happened. I called the store today and spoke to a rep and manager in customer service and was told that there was nothing that could be done about this as far as a return or exchange. It was recommended that I use a fabric shaver.

I am very disappointed in the quality of the sofa I purchased and unless the sofa can be exchanged or returned I will not shop at the Brick in the future.

Desired outcome: Return or exchange

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9:47 am EST
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The Brick Roaches in a bed I purchased

My husband and I bought few thing from the brick Niagara Falls one of the items was a bed when opening the package two roaches Crowley out of the boxes now I’m wondering if there were more roache in other boxes that I missed I contacted the brick Niagara Falls to let them know 3 days ago and no one has reached out wich shows the don’t care about the issue they are having with pest spreading it to their costumers so much money soended tho have to deal with roaches too absolutely disgusting

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12:58 am EST
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The Brick Sofa Bed

About two months ago, I bought bed sofa from your company, and after the purchase, I noticed that there was a nail under the furniture, which caused the fabric to tear when the bed was opened. Two months still no action has been taken. Considering that this defect is due to the structure of the furniture itself and the place of tear is exactly in the middle of the bed and if it is repaired it will not look good, I would like to change the furniture as soon as possible. The first time, the technician wrote that we should wait for a new part, but after 3 weeks, they said that the new part will not arrive, and the technician came again and said that he can only remove the nail. Please agree with the complete replacement of the sofa part.

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The Brick In-depth Review

Overall Rating: The Brick is a top-notch retailer that consistently delivers exceptional products and services. I highly recommend them for all your home furnishing needs.

Product Selection: The Brick offers an extensive range of products, catering to every style and budget. Whether you're looking for furniture, appliances, or electronics, you'll find everything you need under one roof.

Pricing: The Brick provides competitive pricing, ensuring that you get the best value for your money. They frequently offer promotions and discounts, making it even more affordable to furnish your home.

Customer Service: The customer service at The Brick is outstanding. The staff is knowledgeable, friendly, and always ready to assist you. They go above and beyond to ensure your satisfaction, making the shopping experience enjoyable.

Delivery and Shipping: The Brick offers efficient and reliable delivery services. They provide timely updates on the status of your order and deliver it right to your doorstep. Their shipping rates are reasonable, and they take great care in handling your purchases.

Website Usability: The Brick's website is user-friendly and easy to navigate. It's well-organized, allowing you to find products quickly. The search function is efficient, and the checkout process is seamless.

Return Policy: The Brick has a flexible return policy, ensuring customer satisfaction. If you're not completely happy with your purchase, they offer hassle-free returns and exchanges. Their commitment to customer service is evident in their fair and transparent return policy.

Quality of Products: The Brick offers high-quality products that are built to last. They partner with reputable brands, ensuring that you receive durable and reliable items. The attention to detail and craftsmanship is evident in every product they sell.

Store Experience: The Brick provides a pleasant and enjoyable in-store experience. The stores are well-maintained, and the layout is designed for easy browsing. The staff is attentive and helpful, making your visit a memorable one.

Loyalty Program: The Brick's loyalty program is a great way to earn rewards and exclusive benefits. By becoming a member, you can enjoy special discounts, early access to sales, and personalized offers. It's a fantastic way to save money while shopping at The Brick.

Social Responsibility: The Brick is committed to social responsibility and giving back to the community. They actively participate in charitable initiatives and support local organizations. By choosing to shop at The Brick, you're supporting a company that cares about making a positive impact.

Competitor Comparison: When compared to their competitors, The Brick stands out for their exceptional product selection, competitive pricing, and outstanding customer service. They consistently outperform their rivals in terms of quality and overall shopping experience.

Pros and Cons:

  • Pros: Extensive product selection, competitive pricing, exceptional customer service, reliable delivery, user-friendly website, flexible return policy, high-quality products, pleasant in-store experience, rewarding loyalty program, commitment to social responsibility.
  • Cons: None that I can think of. The Brick truly excels in all aspects of their business.

Summary and Recommendation: The Brick is an exceptional retailer that offers a wide range of high-quality products at competitive prices. Their outstanding customer service, reliable delivery, and user-friendly website make shopping a breeze. With a flexible return policy and a rewarding loyalty program, The Brick goes above and beyond to ensure customer satisfaction. I highly recommend The Brick for all your home furnishing needs.

How to file a complaint about The Brick?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by clicking on the 'Sign Up' option and following the registration process.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with The Brick. Make it specific and clear, such as "Defective Sofa Delivered by The Brick" or "Poor Customer Service at The Brick Store."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions you had with The Brick, the nature of the issue, and any steps you took to resolve it, including interactions with the company's customer service. Describe how the issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photos. However, be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, clearly state what resolution you are seeking from The Brick, whether it's a refund, exchange, repair, or an apology.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint or review. Ensure that you have filled in all the required fields and attached any supporting documents before submitting.

9. Post-Submission Actions: After submitting your complaint or review, make sure to regularly check back on ComplaintsBoard.com for any responses or updates. You may receive feedback from The Brick or from other users who have had similar experiences.

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