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The Brick
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2.3 1338 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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S
7:42 pm EDT

The Brick Customer service and product

We purchased furnitures about 5500$ of the brick.
We payed for the new items but they delivered us broken coffee table. After one day when we asked them why the coffee table is broken they told us you shouldn't signature the delivery! However the delivery person put put the item on our room then with rush left. When I asked them for returning them they treated us really impolite and rude. We shocked! They supposed to send us the new items from the stock not from the store! If we wanted buy something used we could buy them from the kijiji!
We payed for them they weren't gifts or free! Because of one item, they treat us like that! We are not satisfied with the customer service at all. We purchased them from the brick in lasalle montreal.

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3:29 pm EDT

The Brick Broken latch

First call to you was Feb 19. I bought extended warrenty when I bought the dishwasher.I have only had one call call the rest of the time I'm calling you .Have had one call back and would order latch. Have called you guys 3 or 4 times. Week ago Friday latch was at depot. Was to get a call back yesterday and nothing. This is very lousy Customer Service. How do I get someone to fix this Dishwasher?

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Update by R/S Baker
Mar 18, 2020 3:36 pm EDT

I have placed 4 calls to King and State . I have had one call back. I first called Feb 19. 2020. Was to have a call back yesterday but no call. I have done a lot of buying at the Brick in Old's Ab but if this is how your extended warrenty repair service works my purchases will go else else where. Hopefullu some one will read this and get back to me.

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5:10 pm EDT
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The Brick Set of Furniture

The Brick is the worst company I've ever seen. I bought a set of sofa and chairs. After a week it was saging and it was approved by their investigator. The impolite manager of The Brick doesn't want to replace and repair it saying is is normal . I thing the brick manipulate customers, lying, and saling the worst quality products ever. Please don't by anything from the Brick.

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Update by Mohammad Naghi
Mar 14, 2020 5:23 pm EDT

The brick is the worst company I've ever seen. this company selling the worst quality product, lying, and manipulating customers.
I bought a set of sofa and chairs. In a week all sits were sagging and the investitor approved that, but the impolite manager instead to replace it didn't accept and said it is normal. Please, please don't buy anything from The Brick.

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C
10:56 am EDT

The Brick got a adjustable bed

got a ajustable bed and want to return it. it is uncomfortable. cant sleep on it. i sleep on my chairi want exchange it for regular bed. what can i do. the service is not good. i am elder and dont get much money but i need a bed. this been going on since january 2020.they want send me different mattress. but dont want them. i just want a bed.service is very poor and takes them a long time to reply.please help. what can i do.

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10:04 pm EST
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The Brick Refuse to exchange for the product actually ordered

I bought my daughter an ottoman for xmas at the end of October. The salesperson was fully aware that it was an xmas present. On xmas day when my daughter opened the box I discovered that they had given me the wrong color/design. Upon trying to return it to the store they said that they can not take it back. It has never been taken out of the box as it was the wrong one! The manager was totally unwilling to remedy this mistake and now my daughter is stuck with an ottoman that does not match any of her décor. Completely ridiculous. You would think if the company makes a mistake and gives the wrong product they would be willing to exchange if for the right one!

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Mr. Helpful
Los Angeles, US
Mar 01, 2020 5:10 am EST

Frustrating to say the least. However, you're looking at two months between the purchase date and Christmas, and now another two months between Christmas to now. With that amount of time, I wouldn't expect a retailer to exchange an item.

ComplaintsBoard
R
9:44 pm EST

The Brick managers rude attitude

My family has a long history of purchases through the Brick. We were looking for a reclining couch. My wife and I have chronic pain and other issues, so comfort is a must ! On Sunday feb 23, we visited the Kennedy Commons location, they had the Cabrio couch and the matching love seat on clearance, $898/$878. We were told that it was the floor model that is on clearance. They had another same set, floor model but with a 30% discount. I couldn't get an explanation, if they are both floor models what's the difference? I decided to focus on the clearance set. I said that I would take the three seater and the love seat if we could get a deal on both. The sales person went to the store manager and presented our proposal, for both couch and love seat, $1500. delivered. He came back with $1575 plus delivery. We agreed to the $1575 and tried to negotiate the delivery. The manager became disrespectful, while speaking to the sales man in front of us then he canceled the sale and we left the store. This set has a motorized head support, this was the set we wanted. My wife and I went back to the store the next day, the set was still on clearance and the price was the same. After waiting and asking for help, we felt ignored, even though the same manager and several sales women were near the office and none came to help. I went to the other side of the store and asked sales person to help. I explained that we are interested in purchasing both units and was looking for a good price! He said this is the price plus delivery and tax. I explained that we were there yesterday and the price offered. He took it to the manager who again started shouting at us about that was yesterday's price and how are we supposed to know who you are? I reminded the manager of the price offered and while shouting bumped up the price and again very rudely said the price is the price we don't deal here?!?
We have had delivery thrown in to sweeten the deal in the past and we went to other brick stores on Monday, who offered to throw in delivery, unfortunately, they didn't have the set we want. Off the top of my head, we purchased: sectionals, washer and dryers, fridges and stoves. The brick was always the go to store when we needed furniture. This person, the store manager, is a complete idiot and I didn't realize that the brick has no loyalty to long time customers? I went to and walked out of this store a couple of times while trying to purchase the same items, remember, we agreed on the price they offered, it was just the cost of delivery and he canceled. While he was being rude, I said to him, I'm here to make a purchase not to be disrespected by you.

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2:55 pm EST
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The Brick ge portable dishwasher – gpf400sgfww.

I purchased a GE Portable Dishwasher (GPF400SGFWW) from the Brick on November 29, 2019. By January 19, 2020 it was not functional due to two malfunctioning components assembled by the manufacturer. They were repaired by Transglobal.

On February 13, 2020 as the dishwasher was washing a cycle of dishes, it flooded my kitchen and the apartment beneath me causing extensive damage to the ceiling, flooring and electrical components to both apartments.

My insurance company is requesting a written account of the documented service problems assessed with this dishwasher that resulted in so much damage, and assurance that this will not happen again. I have requested this from Transglobal and from Madre/GE.

I would like a refund from the Brick for this faulty appliance as I can not trust that this kind of damage will not result again from this specific dishwasher model, especially in light of the customer service issue posted on the following page, by wgage Apr 29, 2019, on The Brick's customer service Complaints Board

https://www.complaintsboard.com/the-brick-ge-dishwasher-portable-gpf400sgfww-c1118724

It would appear that The Brick is aware of possible recurring problems with this GE Model of Dishwasher, yet continued to sell them. I would like to receive at least the same level of respect for customer service and satisfaction as the resolution posted on your Complaints Board.

I am also still dealing with the financial damages of this dishwasher flooding and also the loss of my time and extreme inconvenience of waiting for parts and repairs without a functioning dishwasher

I have made attempts to contact the College Park store in Toronto, but my calls haven't been returned and the manager on duty toady told me she did not have the authority to deal with my request, or provide me the contact information of anyone else specifically at The Brick who could address my concerns with this issue.

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3:28 pm EST

The Brick customer service

I was into the Chatham store back on December 26, 2019 with my elderly father. I told him to hold off from purchasing a washer/dryer( gas) until Boxing day sales. I put him in a wheelchair at the front of the store and pushed him to the back. I just finished a midnight shift so it was about 8 am. There was maybe 3 customers in the store at the time. We were totally ignored by all salespeople. One walked past us, (wearing red and a bow tie), one on the phone, the manager ignored us (female) They all proceeded to ask every other customer that came in behind us if they needed help. My 82 year old father raised his voice a bit, is any one going to help us. We waited for 15-20 minutes. The young guy got off the phone and helped the gentleman with the cowboy hat and his wife that came in after us. The other salesman answered a man and his wife that strolled up behind us. We eavesdropped on there conversation because they were interested in the $399. dryer as well. Obviously they didn't want our business. So I told my father lets go and we will look elsewhere. We proceeded to Best Buy, Tepperman's, Home Depot (didn't have gas) and settled at Leon's. We were greeted within a 5 foot rule. 5 feet, Eye contact, smile and asked what they could help us with. I was in complete shock and let him know our story of what just happened. He said he used to be a salesman at The Brick. He said they judge people when you walk in. So whether it was because my dad was black, he looked like he has seen better days? or our money wasn't green enough. Let me tell you, he is a retired factory worker with a good pension, Christian, a widow of less than 5 years, and a 3 times a week dialysis patient that has a 6 figure bank account as well as myself and home owners. I think you, or suggest that you educate these people that work in this particular store because I used to work in the customer service field as a manager for 30 years. Social media, word of mouth, rant and raves go a long way, So whether this was discrimination or (bad) judgement I will never give this brick a dollar of my or my fathers hard earned money. Do us a favour and take him off your call list. Douglas Browning 80 Lorne Ave Chatham Ontario [protected]
Leon's was more than happy to receive our $1600 for both a washer and dryer and free delivery. At this point I did not care how much we paid for the pair. We were completely satisfied and have since returned as happy customers to Leon's. (bedroom suite February 20, 2020)

Thanks Again,

Vicki Browning-Ladd
55 Beechwood Cres.
Chatham, Ontario
N7M 5A7
[protected]@hotmail.com
[protected]

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Update by Mrs. Ladd
Feb 21, 2020 3:34 pm EST

Have not shared yet with social media. (Facebook, Instagram, etc)

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4:51 pm EST

The Brick Couch

My Gosh, this place is horrible! DO NOT PURCHASE WARRANTY WITH ANY OF YOUR PRODUCTS! I found that our couch was sagging so I called and asked for a technician to come and inspect it. The technician wrote in his report that there are MULTIPLE issues with the couch, and that only ONE issue can fall under the $200 warranty I initially purchased with the couch. They refused our claim in December, when I still have another year to my warranty. I kindly called back and asked for an explanation, the secretary was extremely rude, so I asked her to pass me through to the manager (SHAYLA)... Well, Shayla was ALOT worse, and that she said "this is the procedure, and she has nothing else to do about this", even though we have purchased a total of 10 couches and 4 dining tables, and beds from this location. We have been loyal customers for over ten years and the treatment we received in December of 2019, and now in February of 2020 is just horrible, and in-humane.
Very upset!

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12:18 pm EST

The Brick warranty

King and state warranty is the worst to work with. I have had to deal with them numerous times for warranty on my dishwasher. It takes at least a week and a half each time to get anyone to come out to fix it. And that is just to come and see the problem. I could tell them right on the phone this time what part they need to bring but they wouldnt even listen to what the problem is. I told the person the hose broke and was asked so what happens with the dishwasher. What do you think happens when you have a broken hose? The dishwasher itself has been garbage from the beginning. Do no buy Brada. I have emailed King and State numerous times in the past to get a response and they do not respond to customer email ever. I will be sure never to deal with any company that deals with king and state for their extended warranty it is the worst.

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4:53 pm EST
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The Brick Dresser

I ordered a dresser from the kingston ontario store over 3 weeks ago I received an email saying it was ready to be picked up. Drove from gananoque a 40 minute drive to kingston to pick it up. Sat in the store for 40 mins for them to come back and say it was still in kitchener.. Then they offered free delivery to my home they arrived a week later to come in my home smashed my walls with dents and scrapes tore off paint etc... And then they dropped the dresser and broke it. Wanted me to send pictures to the bricks email of damage and keep the dresser I refused and made them take it back. Please explain what I would want to do with a broken dresser.. Then today the showed up again refused to leave the dresser after I explained to the lady last week that my son would have to sign who is under the age of 18. She said that would be fine fast forward until today he refused to leave the dresser I spoke to the driver on the phone stating I gave permission for my son. For the driver to hang up the phone on me and being rude.. At this point I call the store to see what can be done to be hung up on again from the operations manager named chris.. I called back for him to tell me he is giving me a refund on my product and that I wouldn't be receiving another one.. I stated that is unexceptable as we order that one for a reason I want that dresser it is the matching one that I had bought there for her whole bedroom set... Iam a very very disappointed customer and need this problem rectified asap...,. Sincerely a very very disappointed customer

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12:42 pm EST
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The Brick furniture I bought _ dining table and sectional sofa

I bought these two products from Bricks on boxing day, it was not in stock at that time was delivered in February. I had to return dinning table as its base was broken and got another one which was fine.
Ordered a sectional sofa right hand side chaise. wrong sectional was delivered both times and when I called to complain at the store looks like no one is interested to listen to me. I explained them multiple times that it is a big hassle to wait for the delivery and assemble it and find out it is not the right piece. no one bothers to call you back with a solution.
It is very disappointing situation, now I have told then I am ok with the left chaise with a sofa and it is just missing the back support, still no solution.

to pull the account you can you use [protected] phone number, please call at [protected] to discuss

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5:54 pm EST
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The Brick the theo dining set.

Hello
I purchased the Theo dinning set online about about a month ago and I've noticed the Paint is starting to chip off (see attached photos).I spent over 1, 000.00 and I'm disappointed with the quality of this product. Is it at all possible for me to return it and purchase something else from your store ?
Please call me at [protected] to further discuss this issue.

Thank you,
Pina Moore

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3:13 pm EST

The Brick warranty service

Do NOT purchase any warranty from The Brick! Their warranty company is King and State, their contracted service dispatch company is Trans Global and their contracted service technician is B& K appliance (Barrie). All three of these companies have only given the run around. No one has done any diagnostics and we are only told parts are on order. Over 2 weeks without a working fridge and so far only run around. A quick online search shows this is the norm for all 3 companies and the Brick continues to sell you warranties that are worthless. Don't waste your money. There is no service and NO SENSE OF ACCOUNTABILITY by anyone involved. Okay rant over!

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10:39 am EST
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The Brick poor after purchase service.

My wife and I have fully furnished several homes with only Brick furniture as we move often because of my work. Winnipeg, Sudbury, Goderich, and Sudbury again in November 2018. None of the furniture got delivered even close to being on, some was delivered broken and taken back and we had to wait for it to come in again, and so on. Our Cindy Crawford sectional came in at different times, it was ridiculous. We did not but the warranty and two days after the warranty was up the sectional is not working. My wife called when it happened the guy said because of the delays in delivery and the trouble we had they would take care of it. We came back after Xmas holidays and they gave us the run around ever since. Oh I know they will say you should have bought the warranty, but this case is definitely unique. We will never as long as we live deal with the Brick anywhere on this planet again. Good example is we bought a leather loveseat from Ashley furniture that need a repair, the3y did it right away without issue. That is good service.

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5:58 pm EST

The Brick sofa

I bought a sofa from your store at 24 Coventry Road, Brampton vide invoice No. [protected] with full warranty for 5 years. The leather is wearing off, seats are sagging and a problem with the recliner. So 3-4 months before I filed a warranty claim for the same. In-between a guy came from your company to take some photos. Since then I have not heard from you inspite of my repeated reminders. I would really appreiciate if you could kindly look into it at the earliest.

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Sherine21
, CA
Jan 30, 2020 10:22 am EST
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My claim number is Event ID 4765714. The complaint was filed by the inspection guy on Oct 28, 2019. They said the parts were ordered and if it doesn't arrive by Jan 28, 2020 we get a replacement sofa. When I called yesterday Jan 29, 2020, I was told the parts have not arrived and if I have to be given replacement sofa I need to pay $ 400 plus delivery as the price of the sofa has increased. This is as per the warranty. As can be seen in the invoice we bought the whole furniture from Brick and this is not the way to treat loyal customers.
Now they have a sale of discounting prices 30% for sofa's. Please keep this in mind and take action by sending a replacement sofa free of cost.

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6:35 pm EST
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The Brick invoice # 11169aqivdh after sale service and delivery

Purchased two twin beds and frames from the Mattress Store for our parents on November 16, 2019. They were moving into an assisted living facility here in Calgary on December 2, 2019. I emphasised that delivery on or before that date was critical. Told not a problem. That began a litany of shoddy service, mistakes and unmet deadlines. First, they called me to inform me that they had lost one of the mattresses. They provided a temporary mattress but on delivery they forgot the bed frames and one of the box springs was damaged. I had to personally go to the warehouse to get the frames. Another day, they arrived with the damaged box spring they supposedly repaired and it was dirty and torn. We used it until they returned with a new box spring and it was the wrong size! Another day they returned with the mattress that they lost. Yesterday, Saturday January 18, more than two months after the purchase, we finally got the correct box spring but not before they were late outside of the delivery window. Every screwup was met with excuses, no sense of urgency, no apologies and passing the blame on everyone and anyone. I live on the other side of Calgary and this purchase/delivery required me to make six visits and hours of waiting and scheduling and re-scheduling. I was promised $50 as compensation for all the aggravation, gas and lost time. Never received any apologies or compensation, just numerous surveys to rate The Brick "experience"! I acted on behalf of our parents who are elderly and requiring more and more help as they age. I have never in my long life been witness to and experienced such shoddy service and follow up to a sale.
Jeff Holm
15 Mahogany Heights SE Calgary AB.
T3M 0X7
Home:[protected] Cell: [protected]

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1:46 am EST
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The Brick service

we bought a recliner sofa with 5 years warrenty 01 month ago and it is not working now. We have claimed about it via website and it says they will call us within 5 days. But they didnot call us even its been more than a week. When I called to the store for complain it, the officer who answered the phone was not speaking with me in a friendly manner. He doesnot know how to treat to the customer on the phone. His sound was rude and doesnot use any of the greeting words. We have bought all the furniture in brick but now I am really disappointed about the customer service of brick and will never buy any of the items from you and strongly not recommended to any person.

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9:23 am EST
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The Brick Firebox

ongoing complaint updated on 7 January 2020. Still no response from The Brick customer service regarding complaint.
Ongoing complaint log. no resolution from store, nor feedback from The Brick hq. Details of ongoing complaint as below.
Ongoing complaint. The Brick.
To recap, Missing part request
1. Tuesday 26th November 2019 attended store with manual to confirm part required to prove identity of it, no knowledge in parts. Guaranteed 10 days delivery was not completed. 12th November ordered parts.
2. Tuesday 3rd December attended the store. This followed attending the previous week, with my fireplace manual, where I was informed that the original order of a missing part was cancelled, due to wrong part being ordered. This should not have been the case, as details of parts given. The original eta of delivery was to be was 10 days, prior to 26th November. I was told that both part orders had been cancelled. the part was ordered again. Eta was 2-3 days to be delivered to store.
3. Tuesday 5th December, called from Brick stating parts don't exist, could I confirm of bring manual again.
4. 5th December attended store with manual, copy taken of relevant part and picture. Told 2-3 days delivery to store.
5. 14th December, clearly after 2-3 days for delivery, at 7pm I am called stating no part available, the brick will exchange for a new model. Have the old parts ready to be collected? I WAS told that the manager would need to be spoken to, and I would receive a call on Tuesday the 17th December.
6. 17TH December, no call was received as promised.
7. 18th December. no call was received as promised.
8. 19th December, no call was received as promised.
9. 20th December, no call was received as promised.
10. 21st December, no call was received as promised.
11. 21st December E MAIL COMPLAINT SUBMITTED AGAIN.
12. 22nd December, still no contact from store or via complaint board.
13. 23rd December, still no contact from store or via complaint board.
14. 24th December, still no contact from store or via complaint board.
15. 25TH December, B/H. Still No contact.
16. 26th December, Still no contact.
17. 27th December, Still no contact.
18. 28th December, Still no contact. (2 full weeks from last call, promised a call on 17th)
19. 29th December, Still no contact.
20. 30th December, Still no contact.
21. 31st December, Still no contact.
22. 1 Jan 2020, Still no contact.
23. 2 January, attended store. Staff advised me new one ordered, not in stock, will be delivered next week.
24. 3 January, call from store to confirm delivery on 7th January.
Will receive call on 6th to confirm delivery slot. Driver will remove dismantled defective unit.
25. 7th January 2020. 0917 the delivery driver from the Brick arrived, with only a firebox, not the complete unit, and had no instructions other than to take away a firebox, not the complete dismantled unit. Clearly yet again there is an understanding difficulty in the staff appreciation of the issue, despite clearly identifying a missing internal structural part that prevented the entire firebox being built. Yet again I will have to attend the Newmarket store, causing lost working time and additional expenses.

I have a part-built unit taking up space in a small condo, I have incurred expense travelling back and forward to get this dealt with. I expected not only a fast response in relation to getting this part, but compensation for all my travel and inconvenience.
I am also not going to waste my money on the additional furnishings I need for my condo.
I expect the complaint to be forward to the complaints department at the brick.

Robert steel
classic flame fireplace
26mms9872
part missing is "L"

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Update by robert steel
Jan 14, 2020 3:00 pm EST

UPDATED 14TH JANUARY 2020.
Ongoing complaint log. no resolution from store, nor feedback from The Brick hq. Details of ongoing complaint as below.
Ongoing complaint. The Brick.
To recap, Missing part request
1.Tuesday 26th November 2019 attended store with manual to confirm part required to prove identity of it, no knowledge in parts. Guaranteed 10 days delivery was not completed. 12th November ordered parts.
2.Tuesday 3rd December attended the store. This followed attending the previous week, with my fireplace manual, where I was informed that the original order of a missing part was cancelled, due to wrong part being ordered. This should not have been the case, as details of parts given. The original eta of delivery was to be was 10 days, prior to 26th November. I was told that both part orders had been cancelled. the part was ordered again. Eta was 2-3 days to be delivered to store.
3. Tuesday 5th December, called from Brick stating parts don't exist, could I confirm of bring manual again.
4. 5th December attended store with manual, copy taken of relevant part and picture. Told 2-3 days delivery to store.
5. 14th December, clearly after 2-3 days for delivery, at 7pm I am called stating no part available, the brick will exchange for a new model. Have the old parts ready to be collected? I WAS told that the manager would need to be spoken to, and I would receive a call on Tuesday the 17th December.
6. 17TH December, no call was received as promised.
7. 18th December. no call was received as promised.
8. 19th December, no call was received as promised.
9. 20th December, no call was received as promised.
10. 21st December, no call was received as promised.
11. 21st December E MAIL COMPLAINT SUBMITTED AGAIN.
12. 22nd December, still no contact from store or via complaint board.
13. 23rd December, still no contact from store or via complaint board.
14. 24th December, still no contact from store or via complaint board.
15. 25TH December, B/H. Still No contact.
16. 26th December, Still no contact.
17. 27th December, Still no contact.
18. 28th December, Still no contact. (2 full weeks from last call, promised a call on 17th)
19. 29th December, Still no contact.
20. 30th December, Still no contact.
21. 31st December, Still no contact.
22. 1 Jan 2020, Still no contact.
23. 2 January, attended store. Staff advised me new one ordered, not in stock, will be delivered next week.
24. 3 January, call from store to confirm delivery on 7th January.
Will receive call on 6th to confirm delivery slot. Driver will remove dismantled defective unit.
25. 7th January 2020. 0917 the delivery driver from the Brick arrived, with only a firebox, not the complete unit, and had no instructions other than to take away a firebox, not the complete dismantled unit. Clearly yet again there is an understanding difficulty in the staff appreciation of the issue, despite clearly identifying a missing internal structural part that prevented the entire firebox being built. Yet again I will have to attend the Newmarket store, causing lost working time and additional expenses.
26. I attended the Newmarket store at just after 1000 am the same day, 7th January 2020. Customer service woman that has dealt with me on each occasion was consulted. She admitted that she only ordered the firebox by mistake. I clearly indicated that this was not good enough and a full refund was required. The shop manager attended, was briefed and he agreed that a full refund would be in order and that dismantled fireplace would be collected. The refund to take place once todays firebox was received back. A call would be made to me to arrange.
27. 8th January 2020, no call from brick as promised to confirm returned firebox and to make refund to me.
28. 9TH January 2020 at 12 32, I had to call the location as no call was received as promised confirming return of firebox. Refund details for my credit card were given. This was to be made instantly and arrangement to collect unwanted dismantled unit.
29. 10 January 2020, 1109 hours, my credit card balance Was not showing refund. I did not receive a call or e mail to confirm the collection date of dismantled parts. E mail complaint submitted again, as yet no messages have ever been replied to.
30. 10 January 2020 a voicemail message received to arrange pick up of unit. Still no refund.
31. 11 January 2020. 1120 hours I called the store, the receptionist was unable to arrange pick up, had no knowledge why my refund had not been processed. I was told original staff member was in at 1pm, she would call me. Clearly yet again the efficiency of staff is lacking and the aggravation continues.
32. 11 January 2020. I called the brick again and was speaking to the lady who has dealt inefficiently with the whole matter. I was now told that the refund of my money would now not occur until The dismantled firebox was collected from me, because there is nothing on my account. This is in conflict to my speaking with the manager as above earlier in the week. That assurance was that when the wrongly delivered firebox was returned to the store, I would be refunded. The confirmation was made and my credit card details sent, awaiting the call to confirm. I that would be taken into consideration. Then asked for a date to collect. I stated Monday the 13th, to be told we don't do Mondays. I then said Tuesday please confirm a time. I was told we don't do times just a window of 3 hours, told to me the day before.
I made it very clear that the conversation was again being evidenced for supplementary court proceedings if needed. I also highlighted yet another day lost income. I also made it clear that the item being collected is a dismantled fireplace not in boxes and the reason for the entire matter was missing parts in the first place.
I made it very clear that on return of these parts, I expected a full refund, no more excuses, no argument about missing parts etc. This was agreed to by the receptionist.
33. At 2.12 hours Jan 13th 2020, I received a call from the Newmarket store. The caller asking if I had received further feedback from my previous complaints. I outlined that no one had ever contacted me as requested on submitted complaints. The caller re assured me that the firebox would be collected tmrw, a time not known as it's a computer that does it, and not treating me as a priority. By Wednesday on return of my parts, I should get a refund. A marginal apology was made. I outlined my concerns, doubts and frustrations and indicated that I would review matters in relation to compensation and potential civil litigation.
34. At 1.05 hours 14th January 2020, I called the Brick, as whilst at home awaiting the collection of the dismantled fireplace, I noted on the tracker app, that the drivers were sent to my old address, not the new one as per the delivery on the 7th January 2020. It was confirmed then that this is my new address. I spoke to the customer service person who would call the drivers, confirming she had my new address on file.
At 1.50pm as anticipated, I received a call from the same female customer service agent, advising me that no collection would be made today, and apologising, admitting that it was yet again her fault for not updating my address. This clearly is not the case as the address was updated for a delivery on the 7th January.
It is my opinion that owing to the level of inconvenience, aggravation and expenses incurred to date, that a collection vehicle would have been sent at once to collect the item, thus causing no further inconvenience or loss of income.
As a self-employed security consultant, I have yet again lost income today. I insisted that I be treated as a priority for collection of the item, not a computer-generated date, and that I would expect compensation to cover all my costs and loss of income to date. I asked for confirmation by e mail of the new arranged date for collection.

I have a part-built unit taking up space in a small condo, I have incurred expense travelling back and forward to get this dealt with. I expected not only a fast response in relation to getting this part, but compensation for all my travel and inconvenience.
I am also not going to waste my money on the additional furnishings I need for my condo.
I expect the complaint to be forward to the complaints department at the brick.

Robert steel
classic flame fireplace
26mms9872
part missing is "L"

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The Brick bedroom set

Cannot tell you how much I am disappointed and upset right now.
Bought my bedroom set 3 weeks ago, wanted everything to be ready before the Christmas. Got delivered on time, but half wrong, half broken and missing assemble instruction. After the store figured out that the sales person on the paper had the right order, but we were billed for something else. My husband and I had to sleep on the floor for 3 weeks and had our clothes on the floor due to removing the old firnuture to make sure we can fit the new one. For a good 15 days I had to sleep on the floor almost on top of the boxes with the wrong furniture!
3 weeks later the delivered the replacement as promised. Delivery guys were unprofessional and rude to my husband, didnt even bother to take of their muddy shoes before coming to my house- BEDROOM! AND GUESS WHAT? We r still missing night stands and NO ASSEMBE INSTRUCTION for the bed! Tell me one reason not to be upset?!
This is a very bad experience and I'm not going to be this nice if you are not fixing this issue ASAP!

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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.

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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.

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