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2.3 1339 Reviews

The Brick Complaints Summary

419 Resolved
915 Unresolved
Our verdict: Engaging with The Brick, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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The Brick reviews & complaints 1339

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K
11:16 am EDT

The Brick Dishwasher, dining table and chairs

I had made a large purchase September 2020 - sectional, dishwasher, dining table and 6 chairs. My couch didn’t even last a year before there was a rip due to poor manufacturing. I’m being told the couch will be replaced, as it should be however I will need to repurchase extended warrantee. With it not lasting even a year, it should be covered without me having to invest even more into it!

Not the worst of it, it is now April 2022.. I had put in a claim for the table, chairs and dishwasher in March - dishwasher does not work at all, table and chairs are falling apart! I contact the store I purchased the items from - they will not honour the extended warrantee! They are saying I did not purchase it! However, if you look at my invoice it clearly shows that I paid for warrantee for all items purchased on that date!

Desired outcome: Furniture and appliance replaced

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10:39 am EDT
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The Brick My warranty not being honored

We spent over 5 thousand dollars on a couch a table and chairs and bunk bed for our kids within a month our couch on mostly all the seams on the couch have ripped open, screws have fallen out of the bottom zippers have fell off its a eye sore to look at 2 different people have came to look at it and we keep getting the run around for over a year now nothing is being resolved are chair's to our dinning room table have cracked down the wood cant sit on 2 of them the kids bunk bed has fallen apart...

Desired outcome: To honor the warranty

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4:23 pm EDT
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The Brick Recliner sofa

I purchased a Leather recliner Sofa and Chair set, as well as a furniture warranty. August 3, 2019. Before a year was up the stiching on the side of the middle cushion started to come apart. They sent someone, who replaced the middle cushion under the manufacturer warranty. Less than a year later, while my extended 3 year warranty was still valid, the imitation leather on the side of the left side cushion started to crack and peel. I assumed that defect would be covered under the warranty that I perchased at a cost of $274.99, would cover the defect but to my surprise after making a claim that the furniture warranty only covered the springs and the frame. Isn't convenient that the forgot to mention that when I purchased the warranty. The sales consultant also told me that the 3 year extended warranty would be good for 3 years after the 1 year manufacturer warranty expired. That was a lie as well as I later found out it covered 3 years from purchase. How can you treat customers with such deceptive tactics. If you offer an extended warranty at least be honest about what it covers.

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5:20 pm EDT
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The Brick New dinning is table chairs ordered

We decided to renovate our AirB&B and ordered a dinning table and 6 chairs from the brick. This is not our first purchase from the brick, we have spent nearly $20,000 with them over the past years. We live in Whitby, our AirB&B is in Trenton. We purchased some other items like 2 queen mattress as well with this order and so needed to rent a truck to transport these things to the AirB&B. When we were putting our table and the chairs together we noticed two of the chairs had the wrong size legs so I contacted the brick in Whitby and I was told to send it some pictures, which I did and after they determined the manufacture did not package the item properly so they will either order the correct legs or new chairs all together. I was then told it will take 3-5 months for the correct parts to arrive and if they ordered me the chairs, those won’t arrive till June. We have a booking for mid May so it’s not possible that we have a 4 seater dinning table when 6 guests arrive. There is just no solution being offered for their mess up. It’s terrible how they would treat a customer who has spent so much money with them. Clearly they don’t care if they lose us as a customer. I expect for a solution to a problem that was created by them. None of the options offered by customer is a solution to the problem.

Desired outcome: Provide us with a reasonable solution for the problem that was created by them.

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5:04 pm EDT
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The Brick King size bed

My bed springs have issues that are used for storage. Its not working. Kindly send the technician to fix it. Thanks

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9:23 am EDT
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The Brick Boxspring

I purchased a box-spring for my sons bed (size: Full) -from the Durham Center on Kingston rd. I chose to pick it up from the whitby location.

When I got it home (after renting a truck to pick it up -spending $60 on a rental) and opened up the plastic wrap around it I noticed the bottom of it was all ripped. I was very upset because although we only spent $100 on the boxspring it is a purchase that you expect wont be damaged .

When i called the brick in whitby the Lady who answered the phone told me- " no worries, we will come and pick up the damaged one and bring you a new one" .. I was content with that answer.

I was later surprised when the manager from the brick in the Durham center called me and said that wouldn't be happening. He said you decided to pick it up now you are responsible for going to the store to get another one. I told him that I had spent money to get it in a rental truck and I felt it was only fair if they delivered a new one to me. He was screaming and very ignorant saying there is no exceptions, they will be loosing money by bringing me a new one. I was very upset when I got off the phone. He didn't show any sort of willingness to help the situation, just made it seem like this was my fault in some way.

Desired outcome: Pick up the damaged product and bring a undamaged one.

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11:28 am EDT
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The Brick Warranty is garbage

The Brick sold us a warranty with King and State which seems to be a scam because we have been waiting since Dec 2021 (4 months and counting) for anyone to fix our ice maker. We were initially told someone would come to our house and the guy no showed but called and said he had to order a part (even though he never even came and diagnosed the problem). We didn’t hear from anyone so we followed up end of Jan 2022 and was advised part is on order. Never heard from anyone again. We decided to go to The Brick in Coquitlam as they sold us the [censored] warranty and they told us they could do nothing and they haven’t done anything to help us. I sent another email to King and State in early March and then my husband got a call from them saying the part was just being ordered. So we were being lied to that the part was on order for the last two months. We asked for an ETA on the part 4 weeks ago and they have not provided us with any information. They told us the part was ordered Mar 16 but we have been told this before and it was [censored]. I think The Brick is selling scam warranties and we will never deal with them again once this ever gets resolved.

Desired outcome: We would like the warranty honoured and our ice maker fixed

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10:15 am EDT
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The Brick Dining room set

So back in October 2021 I purchased a dining room set the table is marble to match our new kitchen counters and 6 comfortable chairs. Now when I made this large purchase which to mention is completely paid off I was estimating by Christmas for delivery. We are now in the middle of April and when I was contacted in March was told the delay would be sometime in May. I am very upset with the long awaited time frame and everytime we get closer to the month promised or estimated I get a call that it's been longer due to whatever excuse they give. Where the heck is this table set coming from anyways. You should never let a customer purchase an item unless you can tell them where it's being delivered from and give an accurate delivery date. I have a wedding here in July and we better have the dining room set by then cause we arent happy with this service at all and have told our family and they refuse to shop at the brick from now on. I got a full bed set paid for and delivered within 2 days from somewhere else and the only reason I'm wanting this dining room set as its unique to us cause it will match our kitchen counters and compliment our colours in the dining room so please get a rush on this set. It's already been 6 months.

Desired outcome: Just want my dining room set delivered I should get a complimentary assemble with this delay.

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AngryCustomer101and1
Mississauga, CA
Apr 27, 2022 4:14 pm EDT

Its the same problem i have, i bought a dining table back in Jan 2022 and i’m still waiting for it to get delivered. I called them twice a week to check the status, and everytime the ETA is being delay a month after. I don’t want to cancel it and get a different one, like you, that table is unique and it sets perfectly on the theme were going for the house. I will not buy anything from this store ever.

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11:19 pm EDT
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The Brick Dishwasher frigidaire

On Jan 28/2022 we bought the dishwasher FPID2498 from the Brick at Ridgeway, Mississauga. The dishwasher came with unresponsive control panel. After few visits and calls to the store finally the repairman came on Feb 10th. He ordered the part and as of today we haven’t heard back. We went to the store again to complain but nothing has been done. Very very disappointing, after all this years buying the furniture from the Brick store, we will never go back.

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Mr. Helpful
Los Angeles, US
Apr 11, 2022 6:06 pm EDT

Hi Susie.

Whereas this issue was so quickly identified, The Brick can gladly get an R.A. (return authorization) and exchange it with a new one.

With your paperwork in hand, drop by your local Brick location.

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6:48 pm EDT
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The Brick 5 years furniture warranty

I purchased a dinning set on 2017 may 28. and I have bought the 5 years warranty. two of those chairs were broken in the year 2018. the company exchanged them. after few months. in the year 2019, the other four chairs were broken continuously. I claim these to the warranty department. but the customer service told me that couldn't be happened with the chairs broken in the same time. Finally they sent a inspection guy came to my house and do the repairs. but that repair guy told me the chairs are not repairable and he will reported that issues to the company. He let me wait for the warranty department contact me. But I didn't get any response. I made chat online with them again. they told me the chairs are still good to use (the picture is these chairs conditions ). They told me to claim again when the chairs are broken. The third time I made claim them get back to me that the claim is not approved because the broken didn't not happened within14 days. They told me the broken happened long time ago. The know that!

They don't have phone number I can call to explain the problem. Each time I chat with them online. They keep to send me the same thing which is the warranty guide, and ask me to claim again and I missed the right time again.

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11:02 pm EDT
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The Brick Regarding the store credit refund when no claim has been made on warranty cover.

We went into the Brick in Sasakatoon to use the credit refund after not having made a claim over the five years warranty period. We were told that we had to spend $100 over and above the credit refund amount or we could not have it.

I spoke to the insurance company this morning they did not know that this was how you treated your customers and suggested that I put in a formal complaint.

This is disgusting and underhanded as we were not told about it when opting for extended warranty. Is this the practice in all of your stores?

I trust that I will be hearing from you in due course.

Regards

Thomas Brander

Desired outcome: To be able to use the credit refund without spending more if we do not need to. In our case it would to be back dated to September 2021.

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8:34 pm EDT
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The Brick my order

I made a purchase from the Brick on Wharncliffe Road, London, ON. I made a purchase in December 2021. I bought a king bed set and a dining set. I was told in March 2022 that the dining table is in stock and the chairs are not in stock yet. I thought it would be odd to just keep the table in the living room without the chairs so I asked them if they can hold the table until they get the chairs in stock, The lady assured me that they will hold the table and she will call me in mid-April to set up the delivery. She called me again telling me that the chairs are still not in stock. On May 30, 2022, the operation manager of that store emailed me that the order will be in stock at the mid-end of April and they will call me to set up a delivery. I got a call from their store today and they told me that the chairs are now in stock and the table has been pushed further. I was told that they will hold the table until they get the chairs, and now they are telling me exactly the opposite thing.

I bought a new house and bought the major furniture from brick which was a terrible mistake. Whatever I bought from Ashley, Tapperman and Leons were delivered on the date they promised. They did not even ask me to make any payments before the delivery, I have been making payments for my undelivered furniture from brick and all they do is keep delaying the delivery date and telling me different stories.

I was never once told that the furniture can be delayed if I do not set up delivery on time. If I knew this, I would never do anything to push the delivery date even further. It has already been very inconvenient without a bed set and dining table for the last months. After the operation supervisor emailed me that the order will be available in mid or end of April, I was waiting for their phone call. All they told me was that they cannot do anything about this. They need to tell the customers all the conditions so the customer can make a decision in their best interest. They just tell part of the information and then the other person will tell you the other part, which is horrible.

Desired outcome: I need to know why I was not told about the policy that the furniture can be delayed if I do not schedule a delivery. They should have told me what the impact of my delaying the delivery can be. I also want my furniture to be delivered.

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4:51 pm EDT
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The Brick Extended warranty & French service

I requested a repair on January 2022, got 3 visits (one each month) and finally was told the last piece was not available.

On April 07, I finally get a prorata refund that I need to use at the same store of a company that provides such a poor service. ANd I have been unable to get service in French.

Desired outcome: Full replacement

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6:25 pm EDT
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The Brick Purchased modular couch with additional chaise

Even though our sales lady was great, I find the brick to be quick to take your money for a sale but short on delivery promises. We purchased a rather expensive modular couch with chaises and were told it would be completed and delivered in Mid April 2022, however we have just been informed the couch would not be done until July 2022. Meanwhile we are without a couch in our living room. Not impressed. Will not purchase from the Brick in Ottawa again.

Desired outcome: Sooner than July

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11:03 am EDT
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The Brick Dryer vent installation

I brought washer dryer from brick.

For special dryer duct installation brick ask $100 dollars which brick promises to return in case if dryer side vent duct installation not possible to install .brick didn’t install any side vent as promised but collect extra $100 for parts and labor.

Please return my $100 that service never provided.

My order number 02242H3WVFW

Phone number [protected]

Order service date24 feb 2022

From brick Mississauga super store 3025 Ridgeways rd L5L5P8

Desired outcome: Want my money back from brick

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6:07 pm EDT
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The Brick Moderna sectional

I purchased the moderna sectional in November of 2020 as well as a warranty (on the advise of the Brick). I waited months for it to arrive and once it did arrive it was clearly a poorly made product. It has bars under each couch cushion that jut out. I purchased 9 extra pillows to place on the couch just so we can sit on the couch. The system that is in place to hold the couch together does not work and the couch simply does not stay put together. I immediately called the Brick and was told that comfort was not covered by warranty.

We then had an incident where a child drew on the couch. At that time, the seam on the couch had already started to pull apart. I made a claim for both issues. The Brick only addressed the marker and denied saying we neglected the couch. I made a complaint to the BBB who reached out to the Brick. The Brick told them that we neglected the couch and the claim was closed.

I have now managed to get most of the marker out of the couch. However, the tear has been getting worse since I made the claim. The Brick has yet to even address the tear. I have followed up with them on the tear and also asked the BBB to re-open the claim to address the tear.

Desired outcome: I would like the Brick to honour the warranty and provide a credit in the store for the amount I paid for the moderna, and have the Brick remove the moderna from my home.

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Update by LDG02
Jul 31, 2022 1:36 pm EDT

Third tear

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Update by LDG02
Jul 31, 2022 1:31 pm EDT

I am still waiting for a resolution on this issue. I have had a repair person attend my residence twice, both times indicating that the tears are not repairable. The tears have become increasingly worse since posting this complaint and my home store has indicated that the issue is with corporate, and that they have been following up with corporate but have not received a response.

Here are pictures of how much worse the tears have become.

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Update by LDG02
May 05, 2022 3:55 pm EDT

Hi. I have tried contacting the Brick regarding this issue a few times since this message but have not heard back. The tears are becoming increasingly worse, as tears do over time. I would appreciate receiving a call in order to resolve this issue with the Brick.

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3:20 pm EDT
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The Brick Sectional sofa and bed frame

Hi,

We bought a sofa and bed frame couple of years ago from The brick store located at : 3025 Ridgeway Dr, Mississauga, ON L5L 5P8 .

We have bought all our home furniture from The Brick, because of the quality of the products and we were so proud and telling every family and friends about The Brick quality and reasonable price.

But unfortunately we weren't happy with our recent purchase. After 2 years sofa metal came out and my 8 years old son got injured. Also sofa seat went deep down as well. Don't know what happened to The Brick quality! Very Sad!

Bed frame also after 2 years got broken(inside), we can not sleep on that.

Basically we spent $4000 for only 2 years of products using!

Very disappointed with The Brick quality and as a loyal customer we are expecting The Brick to look into this matter.

My Phone #: [protected]

email: [protected]@gmail.com

My name: Anu Balachandran

Thank you

Desired outcome: I would like to get compensate.

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3:28 pm EDT
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The Brick Coffee table

I have purchased coffee table back in November 2021 - we brought the box home 2 weeks after the initial purchase. Box has remained closed until February of 2022 as we were in the middle of renovations. Once it was open we find few scratches on the table top - we call The Brick in Simcoe to notify them. We were told a technician will be sent to the house to [censored] the damages.. the technician shows up week later and after assessing the tables he advised that table top is cracked and he cannot fix it - we need a replacement. He will file the report and we will get a phone call from Felicia within a week. WE have not been contacted at all by anyone from the store.

My husband reached out to the store just to be rudely told they have left a voice mail and that they cannot do anything about it.

I have reached out to Head Office via chat and was assigned support ticket 13254. I exchanged an email with The Brick customer service rep to be told the case has ben reviewed and that the decision has been final.

I am being told 2 different things - the technician that was sent to the house said table top is cracked along with few other scratches and I am being told by the store owner that there is no such thing mentioned on the report and that there is nothing he can do... how am I supposed to keep a broken product and be happy about it? The Brick website states that Virtually any defect in the construction or craftsmanship of your furniture is protected with The Brick’s 5 year Furniture Protection Plan - how come this policy doesn't apply to the product I purchased? Had I known that The Brick will sell and send out damaged product I would opt out from buying a coffee table that was over $500.00 to save myself the money and now the headache.

I am not happy with the way this issue is being handle.

Desired outcome: I would like get the table top fixed ( the cracked part ) refund or get a new coffee table

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4:48 pm EDT
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The Brick Delivery!

We had purchased a new crib and dresser back in Nov 2021. Our crib was finally delivered months later (end of January). When they brought it in the house the delivery guys has very dirty, wet, slushy boots on. My impression was they are to wear covers no? Anyway, after the one stepped on my brand new area rug I nearly has a meltdown. Regardless, I told them to leave it at the door as my stairs and all upstairs where it was going are carpeted and light at that, any dirty boots would be sure to stain. The dresser was delayed an extra 3x and FINALLY was set to deliver the end of March. When I had spoken to the customer service rep I informed her of the situation that occurred with the crib and she informed me that she will make a note to ensure foot coverings are worn (although not sure what help those will make but better than nothing right). When they arrived, no masks were worn (I am 36 weeks pregnant and not ok with this!) and once again dirty boots. They offered to take it upstairs where it needed to go, however, again I have light-colored carpeted stairs and upstairs which I am unable to cover in entirety. I, unfortunately, had to tell them to just leave it at the door. Little did I know this dresser is already assembled! My boyfriend and I are new to town and cant just call up someone to help bring it up. Now we have a huge dresser sitting in our living room unable to bring it upstairs to the babies room. I really wish they could have just taken off their boots or at the very least as I was promised put covers on. We are absolutely stuck now. Will NEVER purchase anything from the Brick EVER again. To spend thousands of furniture and the delivery men cannot even take their boots off in a home OR put covers on in order to get it to the location needed is ridiculous.

Desired outcome: Come bring the damn thing upstairs with COVERS ON YOUR FEET OR TAKE YOUR DAN BOOTS OFF!

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8:18 am EDT
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The Brick Purchase washer dryer with installation. Installation job done not according to manual

I purchased washer dryer on 10 February 2022 from Mississauga bricks super store 3025 ridgeway

brick installation team did very poor installation job. washing machine drainage pipe not properly installed in drain pipe so water go on floors not on drain pipe after so many phone call and visit to store and email I didn’t get any response from brick customer department I am without my washer more than month now.

Desired outcome: I need my washer dryer installation done properly

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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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Use this comments board to leave complaints and reviews about The Brick. Discuss the issues you have had with The Brick and work with their customer service team to find a resolution.