The Brick

I purchased a sofa and bed at the Brick for my new condo and this was undoubtedly the worst service I've ever received in all my years of purchasing furniture and having it delivered.

When I first placed my order, I had already reserved the elevator for my new build condo for Sunday, November 3rd. The sales associate who I was working with assured me that the delivery would be possible for November 3rd and that the time slot could be done but that I'd have to wait until the day before (when I received a call with my 3 hour window) to try to work out the exact time as they didn't do elevator reservations on the weekend. I came back to change my order and, again, the same sales associate gave me the same spiel that elevator bookings couldn't be done on the weekend BUT could be done if I did it on the weekday. Because of this information, I went back to the property manager and moved my elevator reservation to a weekday (November 1) to accommodate the elevator booking (as my sales associate told me I could). I then called the brick to let them know I wanted to change my delivery to accommodate the elevator reservation, and to my surprise, was informed that I couldn't be accommodated because I lived in Pickering and they weren't able to do elevator bookings for locations outside of Scarborough. I was completely flabbergasted as I was NOT informed of this at all by the sales associate who was clearly only feeding me piecemeal information to close the sale. I couldn't even revert my elevator booking back to the Sunday as that slot was already gone. The delivery representative on the phone told me that the drivers are typically very nice and lenient and to call on October 31 to try to negotiate the time. I called back on October 31 to try to stretch my time slot (as I was given 11:45 to 1:45 as my 3 hour window but didn't have the elevator booking) until 2:00pm but was informed that they didn't know who the drivers were at the time and therefore could not contact them. She assured me that she left a note for her coworker who started her shift on November 1 at 9:30am and would be able to call the driver first thing in the morning to try and work something out. Not trusting of this, I called back on the morning of November 1 to, yet again, plead with the delivery representative, explaining that the elevators were booked solid because it was a new build and multiple residents were moving in. She put me on hold while she attempted to call the drive multiple times to no avail. She informed me she'd call back at 11am to give me an update and when she did, I was informed that nothing could be done and that the drive would be there within the hour. The driver arrived as the property manager was scrambling to find us an elevator that wasn't already in service. Of 3 elevators, only 2 could be used to transport furniture and both were in use already - this is exactly the situation I tried to explain repetitively to every brick representative I spoke to. While the property manager was doing his best within the bylaw restrictions and restrictions as the condo was still under construction, the delivery men were threatening to leave the property and take the furniture back to the brick as they refused to wait a mere 15 minutes for an elevator. The delivery man called his delivery dispatch team and put me on the phone with them. I, again, explained the situation and pleaded with dispatch who showed no mercy for my situation at all despite this ALL stemming from a sales associate who failed to convey that I didn't quality for elevator bookings AT ALL based on my location. Within minutes of handing the phone back to the delivery driver, the property manager got an elevator for us, however, the delivery guy was on his phone with dispatch and completely ignoring both myself and the property manager as we tried to get his attention (as he stood literally 3 feet away) to bring the furniture in. When he finally got off the phone and went to find his fellow delivery man, the second man was no where to be found and we lost the elevator to other residents who needed it. When the second delivery man (who walked off to check out the town houses being built in the same complex instead of staying readily available to perform his job) was found, they brought the furniture to the elevator where the property manager proceeded to explain that he had to let the elevator go because he was too busy on the phone. In seconds, the delivery driver got aggressive and started threatening to leave, to take the furniture back to the brick and cancel the delivery, he said the property manager was rude, and things started to escalate as he was clearly heated. The property manager attempted to explain why he had to let the elevator go, and largely referenced the fact that first we were being ignored when we had the elevator as he was on the phone and second he wasn't ready to deliver the furniture as he had to go find his fellow delivery man who decided to tour the property. At this point, the delivery men were just getting angry and continuously threatening to leave. I was literally fighting back tears as I tried to deescalate the situation just for the sake of getting my furniture. By the time the furniture got up to the unit, I just told them to leave everything boxed and in the plastic as I just wanted everything done and over with the Brick.

This was such an awful experience. It was so disheartening and frustrating. I literally had to leave my unit because I was so frustrated with the amount of deescalating I had to do and what I had to hear and put up with just so they wouldn't leave with my furniture. Not to mention all the endless calls and pleas I kept making as I knew the elevator availability would be an issue and yet MINIMAL effort was made to accommodate me EVEN THOUGH I was clear, transparent and honest about the need for a delivery that aligned with my elevator booking from the moment I walked into the brick. Had I known I didn't qualify for an elevator booking, I wouldn't have purchased my furniture with the brick at all. At the time of sale, I was informed that it could be done and even moved my elevator reservation to ensure it happened.

This experience overall was dreaded and I will never shop with the brick again. The sales associate was not client-cantered at all in her approach with me. Not only did she just drag me around the store like a dog on a leash with minimal interaction, she also followed me throughout the store (which made me incredibly uncomfortable) before I finally gave in and felt pressured to have her help me. The store environment was not welcoming nor was the sales experience a pleasant one. There is no doubt in my mind that the sales associate was simply concerned with taking my money to add to her commission than actually finding out my needs and ensuring that the products were the appropriate fit. Because she chose to withhold information from me, it caused a CHAIN reaction of horrible experiences that have literally deterred me from shopping at the brick again. This was my first home purchase and I was going to furnish my entire condo from the Brick but all that the brick has given me was misinformation, the runaround, and horrible delivery etiquette.

Last year we bought all new stainless steel appliances september 10th. They delivered them september 13th. The bricks warranty lasts 1 year. Well if u wouldn't believe my dishwasher craps out around september 29th. I called them the next business day and it would take 8 days to have someone to come look at it. The guy comes and needs to order parts. Over 1 week later I call and ask what is going on. The king and state warranty people say the parts were received a few days earlier, I asked to have this all done as fast as they can because I have kids, and my husband works away so it's a lot for me to do everything including washing bottles. They book me an appointment for tuesday october 21st. 21 days! If ur a mom u get my frustration. The 21 finally comes, i'm excited, pumped the whole nine yards! Then I get a call on the 21st saying that it's going to be another week because the only repair person has called in and isn't coming. Why is there only one for central alberta area? I went into the brick on tuesday and asked them to do something about this warranty company I have been dealing with. The manager was nice and said he would try to do something about this. Today I got a call from king and state warranty saying the parts are in and u have an appointment on tuesday, and it was like pretty much what's ur problem. I said that it has been 29 days, 29! And that's unacceptable. I asked her if she's ever been without her dishwasher for 29 days and had to do them by hand. She was not empathetic and said she doesn't have a dishwasher so she doesn't see what the big deal was. So then I asked her if she ever paid $800 for something for it to [censored] the bed a year later. The whole time I was trying to tell her my frustrations with this whole crappy process she wasn't listening and was trying to talk over me instead of listening. That lady needs a lesson in customer service! I will never buy from here again. I feel once they have my money then they don't care. Where's my retribution on my 29 days without this? No one cares. It doesn't matter that my husband has to work away to be able to have money to pay for things like this, my kids have to go without their dad for up to 25 days so we can afford things like this for it to be nothing for big companies. I feel no one cares. I'm so incredibly frustrated. What about the days I have had to make sure I was available for the guy to come and then cancel? So hopefully he comes this fricken tuesday to fix it. That will be 3 days i've had to take off. So where's my retribution of missing making money for them to fix something that crapped out like a year and 20ish days later? Never buy samsung anything! All my appliances are samsung and they suck! Is there any company out there that looks after the product and the people that work hard to afford them?

Save here! Several phone calls, only to be put onto music got a half hour & told user unavailable & mail box full, followed by a click!
Have an issue with my fridge & purchased extended warranty. Told to deal with King & State whom they purchase their warranties through & of course you can't get through to this company, can't even leave a message!
Phoned the Brick twice now & they are absolutely useless (South store by IKEA)! Oh they‘ll send an email that's all they can do...BUT they have no problems taking our money do they! They are obviously very aware of the issues with K&S as look at the complaints with this company & yet here they are still selling their warranties? Shouldn't be aloud...next step BBB & I suggest the rest follow so eventually something can be done with these companies who are literally stealing from us all! Terrible business BRICK & King & State!

We bought this mattress by November 11-2018 it's only about 11 months and that mattress is not able to use anymore it get worst to slpee
It's low from middle
Because of that I got backache
I'm jobless women I'm upset I can't afford mattress every year
I have 10 year warranty with this mattress kindly come visit check and replace this mattress with any other better mattress Thank u
please get back to me as soon as you can
You can understand even one night is difficult to sleep on it
Thank u
My contact number
[protected]

[protected]@hotmail.com

I purchased a tv online and it was delivered cracked, I have contacted your company and you will not honor your 7 day exchange or return policy. The Brick delivered a CRACKED TV, that does not work, and now I am out $1000.00 because of it. I have contacted Samsung and they said that The Brick should be replacing the tv as it was delivered broken. I am having the TV serviced, to see if it can be repaired and I feel The Brick should be covering the cost for all of this, as its the manufacture and delivery fault. I will expect a quick response, I am not one who will stay quiet on this issue as this is The Bricks fault.

3rd request

Bonjour,
J'ai acheté 6 chaises blanches chez Brick de Boisbriand en juin 2017. Le no d'article est NOELWDSC et le coût était 224.98$/chacune (factures #060973ETXBT & 060173EYDWJ). Au cours des mois suivants, je suis passée voir la représentante Suzanne au magasin pour démontrer mon insatisfaction face à la qualité des chaises et elle m'a dit qu'elle ne pouvait rien faire mais d'essayer de les nettoyer avec un effaceur magique. J'ai tenté de les nettoyer avec ce produit mais rien à faire. Je suis retournée au magasin en 2018 pour démontrer mon insatisfaction encore une fois et on devait m'appeler pour me donner les coordonnées du fournisseur - pas de nouvelle. En mai 2019, je me suis rendue de nouveau au magasin Brick de Boisbriand avec mes 2 chaises qui sont vraiment mal en point. On m'a fait patienter pour que j'explique le tout à la gérante du magasin. Elle s'est montrée compréhensive mais ne pouvait rien pour moi, à part me donner un rabais sur un futur achat, ce qui ne règle en rien mon problème. Je suis donc retournée au comptoir du service à la clientèle et on m'a finalement donné les coordonnées du fournisseur « Mazin Furniture ». J'ai donc rempli un formulaire en ligne en expliquant la raison de mon mécontentement. Comme je n'ai reçu aucune nouvelle de leur part, j'ai appelé Mazin Furniture dernièrement et Donna m'a répondu qu'ils ne faisaient pas affaire avec le consommateur et que je devais diriger ma demande directement à Brick. Me revoici donc à la case de départ. Je peux vous fournir des photos des chaises en question si vous me donnez une adresse courriel où acheminer le tout. Mon conjoint et moi sommes clients de longue date chez Brick et je crois sincèrement que le service reçu au cours de ces 2 dernières années laisse à désirer.
Merci de votre attention.
Paula Martineau
[protected]

in 2015 bought a mattress 6 months later it started sagging took 2.5 years to get the claim accepted 4.5 inch dip causing back and hip pain the entire time.replaced it end of august after 6 weeks of trying to decide i was told by salesman that it could be traded in for another bed n the satisfaction guarantee .if i bought cover it could be up to six months.i did and after 5 weeks it is too firm causing me to loose sleep, went in a new person helped me find the perfect bed by sterns and foster then manager said i could not exchange it because the original warranty claim after they got the salesperson to admit he had said i was protected by the satisfaction guarantee since it was a new sale.was also told by him i was ok to continue using the beautyrest box spring from original bed found out today no so another couple hundred to spend with the sterns and foster it will be another 400 but i want to sleep pain free as i can and it is cost over a thousand to replace a defective mattress i do not want to to do this again.it doubled my original purchase just to replace it i also have the brand new cover to protect it but it no longer will allow for another replacement this needs to be right after 4 years i deserve a decent sleep on a good mattress.i thought by warranty that they would simply replace mattress but instead it is a small credit towards having to rebuy a set.also not at all fair to have to replace the boxspring out of pocket i will because i have to but with all the lies and the defective bed i want this settled they are awaiting your input and so am i .sale number 082992WIQMI langford store jacklin rd victoria

They promised delivery and assembly. They just delivered the bed in my room and left.
I called the Brick several times and there was no follow-up. They never answered my phone on the second day. I had to visit the Brick store to request refund. They don't have return policy.

I'm sleeping on the mattress with boxes of the bed delivered in my room. No follow-up and no return policy. Unbelievable.

I don't want to sleep in that bed any more even if they come back to my home and assemble.

We are writing to express our frustrations that we have experienced since we made our purchase of a bed and mattress on January 2nd of this year.

The bed that we had ordered was out of stock, therefore we had to wait until March 3rd to have the items delivered.

In order to even arrange delivery is very frustrating as when we call during business hours, the phone continues to ring. There is no answer, nor an option to leave a voice message. We have literally had to call and hang up continuously and even then there has been no answer.

Once the items had finally been delivered to our home, we started to open the packaging and discovered some of the slats were damaged and not flat, therefore making it difficult to attach the slats to the frame.

Furthermore, the upholstered headboard had a tear and a button was not pushed in as it should be. Also, the headboard did not look to be the same as what we saw in the store. To say the least, we were very disappointed in the quality of the product.

We called The Brick on the same day to advise them of the damage. They asked us to open all the boxes and assemble the bed.

We called back on March 4th again and they stated they will look into it and get back to us.

After numerous calls, we had arranged for an exchange of the slats. Also, a technician was arranged to be sent to our home to review the damage to the headboard.

On March 5th, we were asked to disassemble the bed along with the foot board.

On March 8th, The Brick sent the wrong box to our home. We did not receive the slats.

On March 13th, we contacted The Brick. The phone continued to ring. We called back again three times, entered 2 for customer service, also tried 3 for delivery line. There was no answer with either option and no response when contacting the operator. We then received an option to leave a voice message through CISCO. We left a lengthy message advising of our frustration including details of the situation and to receive a call back.

On March 15th, we spoke with Megha again to arrange delivery of the slats.

On March 17th, the slats were delivered however the delivery driver told us to also exchange the foot board and box. We advised that it did not make sense to do that as only the slats needed to be exchanged. We had already been inconvenienced and did not want to disassemble the bed. The Brick then agreed to make an exception to only exchange the slats.

On March 18th, we received a voice message advising the headboard was not repairable and would need to be exchanged, however it was out of stock and would not be available until after April 20th.

Once the item arrived we had been contacted to arrange delivery. In July, we had asked for the product to be thoroughly checked before delivering it to our home. We were advised that it would take a few days and once they had confirmed the headboard was good they would contact us to arrange delivery. Weeks went by and we did not hear back.

We went to the store in August and the lady who reviewed our file mentioned there was no note of our previous discussion and that they still did not have the headboard. Keep in mind the item was purchased in January and we are now in September.

Finally, we received a call to arrange delivery last week. We agreed for the item to be delivered on Friday, September 13th. On Thursday, we received confirmation that the delivery would be made between 8:15 am and 11:15 am. We had to re-arrange our work schedule and drop off and pick up for our daughter's school in order to be home for the delivery.

We checked the delivery status which notified us that the delivery was delayed. We understand that due to unforeseen circumstances there can be delays.

After waiting well past the delivery time the status of the delivery for this date had been cancelled. We did not receive a phone call nor an email. On September 29th we received a voice message to arrange delivery again. We have been more than patient and cooperative throughout this process but have now reached our limits.

The lack of customer service received has been very disappointing and frustrating along with the quality of the product. Our experience with The Brick has been very upsetting.

I took a friend to the Brick to shop last night. While in line to buy the products she wanted, the man behind the counter took the people behind us and said " He would get to us when he could as he was very busy". My friend is older and has a handicap and this behavior was unacceptable. We left and will never go back to this store again. We have decided to pay a little more and go where we are treated properly. Needless to say they lost about $5000.00 dollars in sales. And in a small town word gets around