The Brick
reviews and complaints

Sept 20, 2022, we received deliveries of Fridge, Dish Washer and Dresser with mirror. They supposed to pick out old fridge because that’s one of our deal with the sales agent. I already relocated the fridge in our front porch and ready for pick up. The delivery driver told us that it was not included in their invoice. We called

The Red Deer brick outlet and the delivery agent told me that the pick up for old fridge was not included in the invoice. We called the sales agent and she told us that she forgot to included in our invoice. Now, no one helped us to remove the fridge in our porch.

This sales department is only good for sales not in SERVICE! It’s very disappointing.

I would like to claim for warranty for the product that I purchased Online from The Brick in Brantford, Ontario.

Detail of the claim is as follows:

• Device Name: Television

• Brand: RCA

• Model: 65” Ultra HD Smart TV (ATSV Tuner)

• Serial Number: A2108419230000970

• Date of Purchase: June 19, 2022

• Receipt: attached

• Defect: Broken LCD at Right Top Corner (see attached)

I did not open the TV from the box until Sunday, September 4th, 2022.

When I opened, I directly found no Right-Side Leg and I got only 2 pieces of Left-Side Legs.

I decided to buy a wall mount instead of waiting for the leg.

However, when I turned on the television, I was shocked that it has a major defect.

Meaning to say, I have already received this cracked LCD when opening the box. On the other words, I have received damaged item.

See on the video on the attachment showing the first boot-up of the television when the it needs to be set up before use.

I have been a customer of The Brick since February 2021. I happened to purchase all the new Samsung appliances and furniture from the showroom located at 4283 King St E, Kitchener, ON N2P 2E9. I had a really pleasant experience with the sales representative I was dealing with and I was informed about the extended signature plus warranty which The Brick offers which I had enrolled myself into. I was informed about the perks of the warranty and that King and state would look into my appliances in case I happened to have any issue in the coming years for which I had signed the extended warranty for which was for 4 years. The only thing I was not aware of was how difficult it is to deal with the warranty company King and State and the location from where I purchased the furniture. My refrigerator has been giving me trouble since August 4th, 2022. The fridge stopped cooling and the freezer cooling is on and off. Initially the freezer stopped cooling as well but after a few days it started cooling again but the main fridge still never started cooling back. I called The brick store from where I purchased the refrigerator and was redirected to King and state. After dealing with them for a day I was given an appointment date of August 12th, 2022. The representative also informed me that I am eligible to get a loaner fridge and I need to reach the brick store from where I purchased it. I again reached out to the store and to my surprise the representative whom I spoke with is not even aware of a loaner fridge program and again redirected me to King and state. King and state reached out to the brick location and within 5min the story line changed and I was told that the store does not have an availability of a loaner fridge. Nevertheless a technician from Trans Global showed up on August 9th, 2022 and said that the fan in the freezer section had frozen and defrosted it. Voila! It started working back to normal. Within a week of its repair the fridge started producing strange noises and by August 18th, 2022 it again stopped working. I again happened to call King and state only to get an appointment for August 29th, 2022 but they said they will try to send someone sooner. I again reached out to The brick store the same day about the loaner fridge again to be redirected to King and State and the same excuse that they do not have the availability. I got a call from King and state on August 19th, 2022 stating a technician will show up on August 22nd, 2022 but received a call on August 22nd, 2022 from King and State saying our fridge needs a part replacement so they are not sure when they would get a part so in short they are not aware when my fridge will get repaired. I again reached out to the brick store and spoke to a representative and as usual again this guy is not aware of the loaner program, I was even told that I am not covered and they do not provide loaner fridge anymore. I happened to call again and spoke with the manager. She very well covered up saying signature plus is something new that the brick has started and that the staff is not fully aware of. Said they are looking into it and that I need to be patient. I do not understand how long I should be patient for? Ultimately after posting a 1 star review on google I immediately within an hour received a call from her saying they can arrange the loaner but it will be delivered only on August 26th, 2022 so that is a whole week without a working fridge. The loaner fridge which is Samsung fridge again arrived on August 26th, 2022. I was requested by the manager of the store if I could take away the 1 star review from google as she did whatever she could. And I agreed to that and took away the review which I regret now. Post then no calls or emails from King and state about the parts. I emailed them on 9th September, 2022 to enquire what has been going on and received a reply on 12th September, 2022 stating the parts for repair are not available anymore and that I need to purchase a new fridge. They would give me a credit for the amount I purchased the fridge for. I reached back to them again over email as the call never gets connected. I told them that the credit is not going to help me much. I am definitely not going to get the kind of fridge I currently have which is a 21.8 cu.ft, stainless steel, french door, bottom freezer. I should not have to pay anything more as it should be a full comparable product replacement and not the credit. Please note that it has just been a year and half since I have purchased the fridge. The minimum cost of purchasing the similar kind of fridge now is a minimum of $1700 plus tax plus the warranty which is like another at least around $1000 from my own pocket. And who knows if the new fridge might end up being in the same situation as the current one and I will keep purchasing an appliance every other year from The Brick and taking the King and State warranty which is totally unfair. Firstly, I am being made to wait for almost a month now saying King and state is trying to get the parts for the fridge and no follow ups for 3 weeks and now I am in a state where I have to shed a lot from my pocket and get a brand new fridge. After this I received a call from The brick store and the lady informed me that they are scheduling a delivery for a new fridge and will pick away the existing loaner fridge and the non working fridge. I asked for all the details and was relieved that it looks like my issue is resolved at least now. I happened to clear my fridge today, unplugged it and waited for the Brick representative to do as I was told over the phone. The delivery guy from The Brick happened to arrive about an hour ago only to my surprise that they are here to take away the loaner and not to deliver any new fridge. I mean this is ridiculous. I do not understand why it is so difficult to understand that I need a working fridge at home. If they take the loaner fridge away then what am I going to use? When I called the store the manager informed me that the lady whom I spoke with should not have confirmed that but then they are not looking to deliver any new fridge and I do not have an option but to accept the credit King and State is providing me with and also that she has not received any communication from King and State regarding this. I am honestly fed up dealing with both the companies, having sent multiple emails, multiple calls and my issue is still not resolved. I will never purchase any appliance from The Brick again as they keep defective appliances and have a scam going on.   

Dear Customer Service，

I recently bought washer and dryer from The Bricks which located in 1731 Kenaston Blvd，Winnipeg. Yesterday the installation guy came and told me the vent connected to the dryer from our condo is not long enough. They broke the vent.But the thing is I bought a Dryer Vent Kit from that store，they didn't bring it to me. Today I call the service manager，they insist they put the kit around my door.If the installation guys bring them to my condo，why didn't change the good one from the kit that I bought？Also the connect part

between dryer and vent should be plastic，but they put a different material. I am pretty sure I didn't get the kit or the right kit from you. My installation didn't finish. I am very upset about this！

Baught a dishwasher 6 yrs ago. That just broke down. Had Baught a extended garentie on it.. thought it was still under garentie. Turns out i mist it by a full year.. nobody called , sent email or letter . Reminding me that i had only 90days to have my credit since i didn't use my garentie.. so basically lost 369.95. I have been a loyal customer for the past 15-20 yrs. Baught many items since then.. was gonn buy more this weekend...

Reference number: 9923293

I have been waiting 6 MONTHS! My fridge broke back in April, it is now September and I still do not have a working fridge.

I purchased an extended warranty through the Brick which Kind and State apparently "handles". They have been to my house over 5 times to "fix" the fridge. I haven't heard from them since June 30, they don't answer their phones or email, I can't get a hold of anyone. I've called the Brick back and they say it is not their problem.

DO NOT ORDER FROM THE BIRCK.

I bought Dinning table set, 2 reclining Sofa, 1 85 “ television , a centre rug and a king size bed with the head frame. on the 4th day of September 2022 the stuff were delivered after which the guys drop after which they gave me a paper to sign that the item has been delivered and I said I can’t sign that the items has been delivered and assembled because they’re yet to assemble it during the process I received an automated call from the brick about my level satisfaction I was surprised how can I get such call during the delivery process this is suppose to come after the delivery process and this warranted me to end the call and I told the delivery guys that I’m going to call the sales agent it was at this point that they agreed to assemble the Dining table set and the King size bed. one of them was downstairs trying to assemble the dining table while the other was climbing the stairs to assemble the bed while on the stairs he saw a queen size bed in my daughter room and was telling me that he doesn’t know why I can’t install my bed by myself after all I installed the queen s bed myself please note that according to the mail from the bricks my installation time is for 3hours and this drama player out in less than 45minutes. I responded to his question by saying boss you’re sent here to deliver and assemble not to tell me to do your job and right there he said he’s not going to install it and I told him I’m going to report him to my sales agent and my wife said that means the delivery isn’t complete while she was coming down the stairs and the guy was on the stair and he started exchanging word with my wife to the extend of spitting on my wife thank God for my intervention he would have beaten up my wife while all this was going on my wife told the other guy that was trying to install the dining downstairs who acted as if all that is going on is not his business that can’t you talk your partner to stop screaming and he said he can’t because they weren’t meant to assemble the items in the first place, while he was advancing to him me I moved away and called the cops and it was during the process of waiting for the cops that the sales agent whom I’ve tried calling called back after seeing my text message and she promised talking to the manager to resolve the issue and when the cops arrive they asked me to call the sales agent which I did and they told her what happened and that they won’t allow the delivery guys to go into my house to continue the assemble that the y have to send some other people to do the job despite the sales agent plea the cops insisted no because of their behaviour. I was surprised some minutes after when I received a text message from the agent that the manager told he to stop communicating with me because the issue is now a management issue, after 3hours I called the customer service number and I was told that at this point that it’s only the management that can decide the date and time that the installation will be completed this was the room that was in disarray by the delivery guy that wanted to install the bed until today Thursday 8 September I’m yet to receive any call from the bricks I’m surprised at this kind of treatment, does that mean customers don’t have a right or what. This isn’t good enough

We purchased a new home, move in was the first week of March 2022.

Among other items, we purchased a sectional sofa from Kristine at the Kitchener, ON location on Feb.23/22 and were advised the delivery date would be March 4, 2022.

Your delivery people can tell you what the actual delivery date was, it was around the second week of May, 2022. When they arrived, my husband was not home which really shouldn't have mattered. They were able to get half of the sectional downstairs, but were just short of getting the rest of it down. They told me I had no other choice but to send that half of the sectional back, and get a different configuration for the rest of the sofa.

So, they left us with half of a sectional sofa. I mentioned my husband because at some point he read that the delivery people don't take the furniture out of the boxes. He thought the delivery guys were just being lazy by not unboxing the portion of the sofa they left behind. He thought that perhaps if they tried to get the other half down without the box, they would have had a better chance.

I called Kristine and she told me it was no problem to order the other half of the sofa, but it might take a few months, also, it would cost an extra (roughly) $1,000.00. I was annoyed because I was really left with no choice. I had half a sofa sitting there and if I didn't pay the extra money I was out of luck. My husband took a trip to Kitchener to see in person what Kristine was selling us, then place the order I believe on May 12, 2022.

Since then we have called a few times and no one can tell us when the other half of our sofa is coming.

In early August 2022 my husband called and left a message for Kristine. She did not call him back.

My husband called again mid-August 2022, earlier in the week, and was told Kristine either wasn't there or was busy. He asked for a manager and was told that a manager wouldn't be in until Saturday August 20, 2022. He said, okay have the manager call me back on Saturday, but if Kristine wants to try to resolve this directly, she can call me before then. We didn't receive a call back from Kristine or a manager.

Sunday August 21, 2022 at 11:15am I called and asked for a manager. I was told a manager wouldn't be in until Thursday. I said I found it hard to believe there were no managers at all in the store except for 2 days per week, and on top of that, we were already promised a call from a manager and that didn't happen. I again asked to speak to a manager. After being on hold again, I was told that a manager was there, but was on the phone. The manager would call me as soon as they were finished their call. I did not receive a call back.

I looked on the website and delivery dates were saying August, 2023 which is obviously unacceptable. We have the main room in our house unusable because there is only half of a sectional. There is a sectional sofa (sofabed) that looks exactly like ours, but it's called "Hero". It has a pick up date of Sept.10, 2022. We have offered to pick up the other half of our set if that helps.

We would be happy to view similar sets to see if it is something we like and exchange for the half a set we have now. It seems to me that The Brick has decided to stop selling the sofa we bought because they can no longer get it. Instead of working with us, they have chosen to outright ignore us.

My name is Erin Kelly-LaFortune (under Erin Kelly in their system), and I understand The Brick views my file under my phone number which is #[protected].

We have been very pleasant and understanding so far, but we are now at our wits end.

demande de garantie a The Brick et The King and State canada.Achat d'un frigo avec une machine a glace incorporé non fonctionnel. Achat 21 septembre 2017 et achat de garantie prolongé de 300$. J'ai essayé de contacter pour recevoir le service de garantie et ils ne veulent pas honoré la garantie. Ils me donnent comme raison qu'il na pas de technicien, Je leur fournis pourtant un technicien qui pourrait réparer mon frigo mais ils ne veulent pas le prendre et meme pas le contacter. Que dois-je faire?

WE SHALL NEVER BUY ANOTHER ITEM FROM THE BRICK IN SARNIA! We bought a CUISINART CONVECTION OVEN which proved to be defective. We paid $367.18 Including$50.84 for replacement insurance/warranty which covers what ? We had to fight to get some replies/feedback on this and the Brick is not interested in takin it back or giving us a refund! The oven was purchased July 5th 2022 and today is August 30th. We withheld returning it with the hope it would work but, NO SUCH LUCK !

Finally we got feedback from the Brick informing us that it would exchange the oven for another. NOT TOO IMPRESSED ! AFTER FIGHTING FOR IT (OVEN) WHICH SHOULD NOT HAVE HAPPENED !

NO FN REFUND THO ! I'm really not interested in giving the Brick my business. THIS IS THE LAST TIME we get screwed by the Brick in Sarnia.

We sure as hell won't set foot in this SARNIA BRICK STORE ever again ! RIP !

I bought cabinet back in dec,2021 and there were few parts missing.i informed the brick right away but since then i am waiting for the ordered parts delivery and its been 8 months now.

Sofa Warrantry claim did 6 months ago and a man came in to my house to check the sofa and after that they never showed up to repair the sofa and love seat and they never responded back to me. They are being so rude and not giving me answers. So bad customer service.

I had to fight at first to get warranty on a bed frame that i bought through the Brick. I originally paid to have this delivered. Now, i am receiving phone calls from the Brick every 3 days or so and sometimes several times a day to let me know my bed is ready for pick up or i can again pay to have it delivered. I feel that this is unfair because the shoddy craftsmanship of this bed that i paid over 5oo dollars for PLUS delivery now is again my cost to either pick up and drop off or PAY again for delivery. I have requested over 25 times now that this be delivered at cost to the Brick. I know it is not part of warranty but customer service should be part of this and this should be provided. I am extremely angry right now. I actually went to the showroom after work and was actually looking to upgrade to a full bedroom suite that was made with better craftsmanship than the scrap i already bought..The older man that barely spoke english was ignorant to me, i am assuming because i was wearing my work clothes.. but needless to say i walked out and will be looking for a new set at Leons or somewhere else locally unless this is delivered free of charge as i paid way too much for delivery once already. I do not have a truck and cannot just pick this up. I do not believe it is fair to make me pay for delivery on something i already paid for - that was built poorly by your manufacturer. ( I weigh 120 lbs and the leg gave out? Terrible craftsmanship)

I would appreciate a response to this and consideration into this matter please.

I just want to share my experiences purchasing a sectional from the Brick last year in Kelowna and I do NOT recommend anyone use company as it has been a nightmare.

Within 6 months of my purchase I noticed a wear pattern on the couch from where I sit. The fabric appeared worn and pilling. I obviously was not impressed with the quality of the fabric if it broke down within a 6 month time frame. I contacted the company with my concerns, at which time, I was informed that I could either receive a replacement couch, a different couch or a store credit. No refund, which is what I wanted because I no longer had confidence in the quality of the product. I am limited to the size I can have because the elevator is old and small. I looked at their selection and couldnt find a suitable substitute. Explaining my situation to the staff, they responded by being rude and argumentative. I explained to them I did not want a replacement couch, as I was convinced the same problem with arise. They refuses to refund my money.

It was then that I found out that this couch, not even a year later was now worth over $4000! A $4000 couch that the material breaks down after 6 months is not acceptable. After many phone calls and finally speaking to a manager, I was assured that they had a problem with the fabric lot and that a replacement couch was probably my best solution. If I no longer wanted the couch, I could sell it on Facebook to get my money back he advised. I waited over 3 months for a replacement that after delivered, I found to be defective yet again. I contacted the company and was told that they would give me another replacement coach but I had to wait another 3 months. The replacement coach was supposed to be delivered this morning but they never called last night to give me a time. To my surprise they showed up at 9:30 this morning unannounced, at which time I was unavailable. I called them back to see when they were going come back. I was told they had already been there and that I needed to re-contact the Brick for a NEW delivery date! They said I was supose to make sure someone was home between 8 am and 6 pm. Explaining that I live alone and was unavailable at the time they showed up, they implied that it was my fault for not being available for 10 hrs waiting for them to show up.

This company is only in business for profits, sells cheap products that break down and has no customer service. I totally regret my purchase from this company and I am out $2000+ dollars and will probably recieve another cheap defective couch. The Brick

I bought a bed in Brick in June 2022 with insurance. When I was putting on the fitted sheet in late July, one of the boards for supporting the mattress was broken. I reported to the related department and someone was sent to inspect the problem. I called a few days later and I was told the board will be ready by Aug 2022. I called on 24th of Aug again, I was told it will be available in Oct 2022 and the ETA might be changed later. It is unreasonable and unacceptable for me to wait for more than 2 months for a replacement. Where can I sleep on during this period? The Brick should give me better solution

Hi, my name is Joel. We bought a sofa at the brick in June 15 of 2022, and we still did not receive the product. The store is postponing the product’s arrival since the day that we bought the sofa. Now, we went to the store to complaint and they postponed the arrival date for the 7th time. I leave my complaint here, and this is the last time we buy some thing from The brick, and we are going to tell everyone that we talk after today to never buy at The brick because it is a waste of time.

We ordered a sleeper sofa at the beginning of January. My only requirement was that it had a memory foam mattress. Other than that, my wife got to choose the couch.

They told us delivery was to be at the end of April. We got the run around on delivery saying that it had been delivered to the wrong province, then that it was waiting for customs clearance, and finally that they were waiting for us to call them to arrange delivery dates. We finally did receive it at the beginning of august - 4 months after the original date and it had the crappy spring mattress. Now they are unwilling to exchange that mattress for the memory foam mattress even though it has never been used.

Throughout they would never call us back, made many excuses, and just didn't deliver the ordered product.

I recently posted about the customer service online. (Facebook) Not usually one to post, however, I am feeling terrible about my experience with your delivery team. I ordered a mattress back in June and paid in full. I then requested delivery in July as I needed support. I paid the delivery fee and was advised my bed would be delivered ( sorry not sure exact dates as I deleted the messages, but I am sure you have all of that recorded.)

I received a call that my bed would be delivered the next day. I got a call for the delivery; however, they had the wrong address., This was addressed during my phone conversation with your associate. I confirmed I was moving on the online chat feature you offer. I was told I had to rebook the delivery. This was last week. I spoke again with the B.C. branch and advised how I upset I was that I needed to sleep on the floor again. I asked to speak with a manager to escalate this and was informed, she was the manager. After placing me on hold for what seemed forever, she came back to confirm I would have my mattress today Weds Aug 10, 2022. I still do not have it and have not had a phone call nor an email.

I apologize for not having exact dates for you, as I deleted the messages not worried about it. I do know that you can find out. I would like my bed delivered with no delivery fee as it's been delayed twice now. If that is not possible, please cancel my entire order and I will go to Leon's or Sleep Country who likely have much better service.

Rec'd an email

Tara (The Brick)

Aug 11, 2022, 12:04 PM MDT

Hello Ally C.

My name is Tara. I have been assigned your support ticket 165266.

After reviewing the details of your experience, I have determined that this requires the support of a Management Team member. I have requested they contact you to address your concerns. You will be contacted within 1 business day.

I will keep your support ticket open and monitor it until this matter has been addressed by a Manager.

Thank you.

Tara

Customer Experience Team

Today is August 14, 2022 - Still no mattress. Delivery team is now all over me for the delivery date. Still waiting on Head Office.

We bought coach set in July 18 2022. One sit pillow missed. Called to store. Store said we ordering for you now, just don't complain now or salesperson can lose his commission (?). Next day we wanted to verify and went to the store. Some teller said we'll order it for you if it was not done yesterday. And said will be about week. So before August or maximum 1 August we can pickup pillow from store. Someone calls and asks to send picture of missing part - we did. We said are going to vacation till 8 of August. They said - if earlier - we'll give You a call, or you can pick it up any time after coming back - "it will wait for you".

8 of August we have another call from Store when - They asking "What actually missing?", and asked again to send photo. Next day we went to the store and found that actually nothing where ordered. And need another 4-6 weeks to receive missing part. They lost or never opened our previous email! We asked to give this pillow from Showroom - not possible they said. And aging send us home saying they will figure out to help us and 11 of August problem will be solved.

Wednesday 10 August we went to the store again and have been asked again what part was missed! Frustration.. They said they cannot do anything but delivery all set again (just sit pillow missed). Later this day they called and said someone will call Friday to schedule delivery for Saturday 13 August. We asked if we can just pick up pillow from set from warehouse or from store. They ask to wait and called warehouse in Mississauga.

Then they said yes - we can go right now and pick up pillow - just call intercom, bring ID and invoice. We wert to warehouse - nobody knows about us... I have some heard condition and almost felt - too match stress. Manager from Warehouse called to manager in the store and She said - come Saturday to store to pick up, Sorry. Saturday in the store another supervisor said - Not not possible - we'll delivery all set... Why? Help!

I was interested in buying a freezer you had for sale. My partner went in and talked to your representative about it. He said that they didn’t have any on stock at that time but by Thursday they would get some in. I went back later and took a look at the freezer and was told the same thing.

I took this pm off to travel in to town to buy it. I was then told that not only didn’t you have any in stock it would take a week to get them in. When I explained what my partner and I had been told, your store Manager told me “ your wrong. Nobody said that too you.”

I don’t lie. To be called a liar to my face was beyond insulting. By connection she intimated that my partner lied as well.

I realize that Customer Service “ is an outdated sentiment that doesn’t happen anymore but calling your customers liars is beyond the pale.

Needless to say we will Never shop there again and because it’s a small town, the bad reviews I will give everyone and anyone about the gross treatment I received at the hands of your employees will cost you a lot of business.

Maybe you should remind your employees exactly where the money for their wages comes from.

I would like to preface that the Sales clerk Raji who sold me the items at The Brick Mississauga has been pleasant and trying his best to help with the issues but can only do so much. To take my anger out on him is to assume his sales service is part of the delivery service which is apparently a different department altogether. But the manager is responsible for making sure the ENTIRE customer service experience is there and this is where I have a problem and am insulted with the backhanded compensation for the repeated inconveniences of a crappy delivery service.

I purchased > $7000 worth of appliances and furniture from The Brick Mississauga South 1607 Dundas St E, Mississauga, ON L4X 1L5 location in May.

A delivery date was scheduled for Saturday, August 6, 2022 (the date of our move into the newly renovated house!). The day before (Friday Aug 5), I received a text message and email giving me a window of delivery between 11am-1pm saturday. On the day of the move, I received a voicemail in the morning that the delivery window had been shifted to 12-3pm the same day. We had been preparing for this move for weeks and obviously scheduled a moving truck for 7am to move in the house by 10am (right before the delivery was to occur). We were under the impression that there would be a reliable delivery service and we would have all our appliances (fridge, stove/range), mattress, and sofa sectionals the SAME day. By 4pm there was no delivery. Meanwhile all the perishable food I had been temporarily storing in coolers from my previous residence was sitting in the summer heat waiting for the delivery of my fridge! Around 4:30pm I received a call from The Brick that the truck that was going to deliver my stuff had broken down and I needed to reschedule the delivery date to the following week. I was livid! Not only was this an inconvenience but I now had to throw out all of my perishable items because the fridge wasn't coming, I had no bed to sleep on, no range to cook (nothing!). The fact that they called me AFTER the delivery window to tell me that there is no contingency (a second truck!) to deliver my items and all I received and continue to receive is an "I'm sorry". Meanwhile, we, as customers suffer the consequences of now having to reschedule our lives to "be available" for your delivery guys (let's be clear, all we get is a date and approx window of delivery THE DAY BEFORE). Most people have to work on the weekdays and this does not give enough notice for us to re-adjust our lives to suit your 1-truck delivery system.

I tried calling the store (no one answered, and they still don't answer phone calls). I sent a message through the web chat function and they had no idea why my items were not delivered as per schedule (because it wasn't updated live in the system). When I finally reached a different help agent Jeremiah later that night, he confirmed that the delivery didn't make it but couldn't do more. He tried escalating it by putting a note for the "supervisor" to contact me, which now I have learned is the "store manager". That person never contacted me. Jeremiah did offer me as a compensation for the inconvenience, a refund of the delivery fee ($89+tax) for the first missed delivery issue. I did not accept it as I wanted to speak to a manager so that person understood how much this has ruined our move.

So, luckily I had the personal cellphone contact of the Sales agent Raji who sold me the items and I called him Sunday Aug 6 in the morning to let him know what happened. He was surprised and was going to look into it for me. He also said he would have his store manager call me immediately. That never happened.

On monday Aug 8, I received a phone call to reschedule a delivery date for the items I have not yet received for Tuesday Aug 9. The delivery guys did arrive but after the delivery window. As I could not take the time off due to short notice (I work in healthcare), I had my sister be present for the delivery. My sister told me the guys were very rude and unprofessional. They "dropped off" the sofa and as you can see in the picture is the WRONG item delivered. I ordered an L-shape sectional sofa and you can clearly see, this is NOT what I purchased. We obviously did not see this until after the plastic wrapping was undone which the delivery people did not even want to help us remove. Instead, they told my sister to do it herself and that it was "no big deal". When my sister told her she couldn't, they muttered in punjabi a derogatory word which I will not repeat but she understood because she has a lot of East indian friends to know what words not to say.

More importantly, is it not common sense to see that the sofa did NOT make sense and needed to be exchanged? Instead they jetted out of the house.

My sister immediately sent me this photo. I contacted Raji again and sent him this same photo to show him of the mistake and he apologized and was going to talk to the store manager to reschedule an exchange and speak to me about a compensation, again for the inconvenience. He also said the manager's name was Preet and that I could call back the store and talk to her directly. The manager never called. I tried calling the store and no one answered (not surprising! I am sure they are screening my phone number).

By late afternoon of Tuesday Aug 9, I received a call from a lady that works under Preet, that the store is willing to compensate me $100 store credit for the inconvenience. Needless to say, with the experiences I have had so far, a store credit of $100 (which nothing significant is less than $100 in that store) is a slap in the face to me. Essentially what is being offered translates to "I know we have inconvenienced you now 2X, but here is a store credit to make you spend more money with us!". I did not accept and demanded that the delivery team call me asap to reschedule a date to delivery the right item to me ASAP.

On Thursday Aug 11, I got a text message that my new delivery date was Saturday Aug 13 and that I would be getting a message the day before regarding the delivery window. It is now 3:30pm Friday Aug 12 and no news yet. Meanwhile, I am to keep my day "on hold" for this elusive call/message of when I need to be home tomorrow for the delivery?

The fact that The Brick has screwed up the delivery 2X and there is no sense of urgency to resolve this is appalling and not what I expect from a national company that prides themselves on customer service. It's even more insulting that there are no ways for customers to reach anyone for a prompt resolution! Seen as how it has now been almost 1 week and I have not yet heard from the store manager, I take it that she is hoping I go away quietly while she screens my calls to the store for help. Is this acceptable?