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The Brick
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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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S
4:58 pm EDT

The Brick amana dishwasher

Purchased a dishwasher from the Brick. Was also sold the extended warranty. Was promised that it wasn't a scam that if anything went wrong with the dishwasher a simple call would have a repairman out to fix it. I've been without a dishwasher now for 3 weeks. King and State doesn't answer their phone and their mailbox is full and they hang up. I called the Brick and they arranged for a repairman. He arrived took a picture of my dishwasher, called someone and talked in a foreign language for 10 minutes and told me it was our fault. He didn't even examine the appliance. Claimed it was a clog and that the appliance was working fine. He got a vacuum out and cleared the non existent clog. Promised it was fixed. There was no "clog" he couldn't show me anything. It was a scam because our sink drains fine and they drain to the same location. First time we used the "fixed" dishwasher it flooded our floor and dripped down to the basement. We have water damage now. They sent a con man not a repairman. We are still waiting to get an answer.

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5:29 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Brick extended warranty

I will make sure that everyone knows not too buy the extended warranty as the company king and state does not answer their phones or emails. I have been waiting for a month to have my washer fixed and the local brick is not doing much and giving excuses as to why nothing is moving forward with my washer repair. This is the second time I have needed a repair on this particular washer. They did send someone out after going into the store. I called king and state and was told that there is no one that repairs whirlpool washers which is not true. I am beyond frustrated

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E
7:09 pm EDT

The Brick samsung electric dryer model dv45h6300ep/ac 01

I have for 2 solid weeks called the king & state warranty company who gladly took my $400 for extended warranty when I purchased my washer and dryer . My dryer has not been working so clearly I need service which I paid for but for 2 weeks I sit on hold listening to the looped message to make sure I have my serial number of the item then after approx 10 min of this I hear the person you are trying to reach is unavailable and there is no room to leave a message then it hangs up. I cannot tell you how many times i have done this. I am so angry right now and when I call the brick where I purchased it from they couldn't give a rats a*&# about it. All I want is my dryer to be fixed, I've held up my end of the bargain and gave you the $400. Oh I should say that once I actually got a live person who proceeded to hang up on me while I was giving them a new phone numbering

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11:30 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick refund and unethical behavior

I purchased my bed on August 20, 2019.
The invoice number is: 082092V8677. I paid $1, 118.82.
My bed was delivered on September 1, 2019

Within 3 days, I realized the bed is not right for me, and I let your staff know right away that I cannot sleep on this bed at all anymore. I have a disability, and this bed is not helping, but rather is making a negative impact to my injuries. It is extremely uncomfortable, and I am having sleepless nights.

When I called your store after just a few days, your customer service and the store manager call me back several times, all giving me different information regarding exchange/return/warranty. Further, the staff and store manager are rude to me, and this is unacceptable.

I am requesting a full refund. I do not want to deal with the Vancouver staff any more, as they have been rude and insulting to me since I complained the bed is not working for me. For example, during one particular phone call, the staff member told me it's unnecessary for me to call the store, and "if I was smart like other people, I would use my smartphone and find the warranty information." I was very upset after this call, and I cannot tolerate their bullying behavior.

I will be happy to pay the drivers to pick up this bed, as I am completely dissatisfied with the bed and my experience at The Brick. I just want my money back, and be done with it. I will be seeing my doctor this week, who has agreed to provide me with a letter of support on this matter regarding my disability if you need a copy.

Please contact me at your earliest convenience to arrange for my refund.

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Update by Brenda Wang
Sep 08, 2019 6:56 pm EDT

Fantastic news! The Brick just called, and they will give me a full refund! :)

Update by Brenda Wang
Sep 08, 2019 6:17 pm EDT

Why are you doing this under a fake name? You must be sick. I'm reporting this to the admin and police if necessary. Screenshot taken. I thought this was a safe place to voice concerns.

Update by Brenda Wang
Sep 08, 2019 2:09 pm EDT

Gosh, are you a Brick employee? I was not "annoying" I was simply trying to have my purchase issue resolved. It's a normal, every day occurrence. I only came on www.complaintsboard.com to try and have my issue resolved, not to argue with a random stranger. I'm kindly requesting you please leave me alone. Thanks.

Resolved

After sending the store another email outlining exactly what the problem was, and how I wished it to be resolved, The Brick management agreed to give me a full refund. If you have a valid complaint while it's a headache, don't give up. Sometimes things do work out :)

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R
11:56 pm EDT

The Brick repair service for couch after 2 months of purchase

We had a sectional couch delivered on March 26 2019 along with a dining room table and chairs. We are very discontent with their services, In a matter of a months there is already unstitching and pulling in a few areas of the couch. we called immediately to try and get it repaired and replaced, they were suppose to contact us in 7 days after the inspection of the couch; we never received a call. As a matter of fact we had to reach out to them because a month had gone by and no call had been made to us to solve this matter. We are very unsatisfied of how they are dealing with the matter as they delay the repairs the couch is getting worse and there will be more to fix and yet wed have to file another repair inspection only to have us wait for month on end. Buyer beware.

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1:29 pm EDT

The Brick 65” tv

My mother has been through a lot these past years and as a little gift to herself she bought a 65" hisense tv for more than $1000. She was told that the delivery guys would help set it up and make sure it was working well. However, when they came they just dropped the tv off and left. A few days later when she had the opportunity to get some help to mount it onto the wall ( it's a big tv it took more than a few hands) the tv was turned on and there's a crack in the LED so you can't see any picture just lines. We've been talking back and forth with the Brick and the manufacturing company but apparently there's nothing that can be done. We've literally had this tv for less than a month but now my mom is forced to pay more than a grand for nothing. It's ridiculous and just shows how these companies really don't value their customers happiness or well being.

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10:40 am EDT

The Brick customer service/ delivery

I've purchased items from the brick with delivery multiple times in the last year and none of my experiences have been as bad as this current one. I have ordered delivery and the lady at the west Edmonton location said they were only able to deliver before 5pm. I had advised that I work 6 days a week and I work till 5 and I could change my shift at work but I'd have to be gone by noon. She said that there is a 3 hour window and the driver would call the night before delivery. I had changed my shift at work so that I would be home for when my delivery should have been. I had waited for the call and never received it the night before delivery. Later that night I had checked my emails as one from the brick and I was shocked that my delivery was from 2:45-5:45. Since the brick was closed at that time I decided to wait until the following morning to do a follow up call and to be shocked again the bricks numbers were having system errors & that my call could not be connected. Very frustrated, I left it. As per the bricks delivery procedures they are suppose to call on the way to my place, I thought that's perfect since I work fairly close to my place I'll just rip home when they call to tell me they are on the way. I was shocked to get a phone call when the brick was at my place not allowing me time to get home. After talking to the delivery guy he said I would have to get my delivery rescheduled.
Beyond frustrating & irritating that the brick had not been accommodating & flexible for the delivery & the very poor procedures following the sale.
So finally a week after my table was suppose to be delivered I had received it delivered & to find my table was damaged. I had called the brick back & spoke to Rhonda the lady who I have been dealing with and the lady who continues to lie about the deliveries and the times that the delivery is. I had spoken to her on multiple occasions & every time she makes up another lie about when the delivers are suppose to happen. Anyways she goes to tell me that it can be delivered the replacement in 2 days, I said perfect do you know when the 3 hour window will be? She tells me I'm third on the list of drop offs. I received a call from the brick to confirm my delivery & the lady I had spoken to not RHONDA & said she does not know why I was told I'm third on the list when they deliver by postal code which I thought was weird also. Anyways the lack of communication with the brick I had missed my delivery. I had called back the brick & spoke to Rhonda & she said that my delivery would be on Saturday. I told her I was sick of dealing with them & I didn't want to speak to them again & to have my delivery Saturday since I had taken the day off work again to be home to get my table. Rhonda told me it would be delivered Saturday.
I had missed a call from the brick today which is Friday & a voicemail telling me that my table won't be delivered tomorrow that the truck was full & didn't have room.
It's now been 3 weeks without a table & without the brick being able to deliver it.

THIS IS UNEXECPTABLE THIS BRICK LOCSTION IS A JOKE & I WILL NEVER SHOP AT THE WEST EDMONTON LOCATION AGAIN & THE CUSTOMER SERVICE DELIVERY REP RHONDA IS INCOMPETENT

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4:58 pm EDT

The Brick brick’s electronics extended warranty is a joke!!!

I brought a LG fridge from Brick. Nightmares starts. Kingandstate, brick and Trans Global just push the ball to each other. My fridge not work for more than one month now. Kingandstate number take at least one hour to get somebody to answer. Most time nobody answers. Go to mailbox which is alway full. Then you have to try it again and again. Sometimes someone accidentally answer the phone. They said call back in 5-10 mins. Never happened. You have to suffer again. We should sued those companies!

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1:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

The Brick Warranty

I made a purchase a few months back and I have been trying to get a warranty on the product for almost 3 1/2 months. I have made over 50 phone calls and everyone has been rude and unhelpful. I have always tried talking to several managers with no luck either.

My couch is very damaged and it's falling apart after 3 months.. I'm seriously astonished that a company can run in this fashion and get away with literally ripping people off.

I will be making a claim with the better business bureau as well as I think how they handle situations and waste peoples time is simply unacceptable.

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2:33 pm EDT

The Brick bad credit rating due to in store payment - staff error

I had 2 accounts with The Brick. One was an in store account, the other was a credit card. I went in to pay both of these accounts off in full - but the lady that helped me put $60 too much into the store account, and $50 too little. I was unaware of this as I was under the impression that I had now paid up both accounts. Turns out, I was wrong, and as a result of this mistake, I now have a bad credit rating. This is affecting my ability to apply for a home loan. This goes way beyond an in store credit and error. I have tried going in to speak to the staff, I have called the store requesting some sort of written apology that I can give to my bank, to show that I didn't underpay, but that this was a staff error. But no one can help me. This is beyond ridiculous and terrible customer service. I now have a $60 credit with a store that I dont want to use, and a bad credit rating with my bank.

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1:16 pm EDT

The Brick they cancelled my order and sold the floor model I had bought

I am not sure how they refunded my credit card without me knowing, but they took it upon themselves to cancel my order. Then they sold the table. They are refusing to work with me to make a deal considering their error.
This is confusing and causing me stress and I am considering cancelling my future order with them. Additionally I feel this is a privacy breach of my credit card.
Please call [protected]

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10:11 pm EDT

The Brick lg 65" c8 series (oled65c8)

I had purchased a higher end LG 65" C8 Series (OLED65C8) which was being sold as display item from "The Brick" - Regent branch in Winnipeg, Manitoba. That sounded ok in the store as they run it with HDD content on it.
I purchased and was eager to drove the TV myself as couldn't wait for 10 days of scheduled delivery. There was no box or packaging, and the guy there wrapped with plastic and carton for me. While bringing it home starting to watch it I noticed the dull spots in the middle of screen spread all over lower half of TV. I googled and found this happens with prolonged use of similar videos or static image leave the display with dull spots on the areas which play high contrast image.
While investigating further I ran some videos from YouTube to test and understood that it had burn ain spots of being prolonged used. Checked menu and found the OLED is already used for 4256 hours. I called customer service and while visiting the showroom again, they won't accept the returns. Being smart they instead of accepting it as their cheating, offered me a replacement with another TV so I purchase another TV or similar or higher price.
I refused to buy anything else from them due their unethical practice. Finally offered me a store credit which I didn't want because of their poor and cheating and finally down to a refund against a storage cost of CAD 100 and also I deliver it back to them otherwise Steve (store manager) asks for CAD 50 for pickup. They don't pick it up from my location free because I opted to carry the television myself at time of purchase so here they wanted to twist my arm further, It got no packing and hardly I managed at that time of purchase but don't want to risk it getting back myself. What a cramp company and customer services, unethical selling practices.
Look at the video explaining the issue in TV which is just bought
This is unethical business practice just to make their sales and twist customers' arms making it further harder for them.
No customer services, trying to twist your arms as much as they can.
Worst experience ever. I lost my money for nothing.
More details in you tube video below;
https://youtu.be/ni7bsFaBd8Q

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7:25 pm EDT

The Brick mattress delivery

I ordered a mattress 3 weeks ago. I told them I could not accept the mattress until noon on a specific day since I am only getting the keys on that day at noon.

They proceed to telling me (after i had payed) that whatever time slot is i get is the time slot i get. So if I get 7am I must be there within 15 minutes to accept it or I'm sleeping on the floor for the first night.

On the phone was the same thing. "Its the system". Change the system. Its absurd to me that I'm paying 100$ for shipping and they can't make a promise on a time slot. Even Ikea lets me choose a delivery time slot of my bed frame when purchasing online, and Ikea has many more deliveries. Something needs to change. Never buying from there again.

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12:58 pm EDT

The Brick aylvana tv

Friday Aug 23 /19 We went to the Brick Ponoka and in need of a new TV. Got it home and proceeded to try to get it conected to our Sat. Went through all what was in the book. Can not change the channels without having to manually do so. Tried to call the Brick Ponoka many tmes and all I ever got was the answering machine. Left my name and phone number. This went on for 3 days. Phoned and left message that I wanted my money back as the TV is no good for me as I am disabled. When we saw the manager he told us that they would not take the TV back as we had opened the book. Then he looked at the bill and on it says AS IS. No one ever told us that the TV was as is. We gave dealt with the Brick in Red Deer. Ponoka and Wetaskwin. We have spent 6 days now trying to get someone to help us. Called Telus, called Tantec Ponoka and the tech told us that we need a remote for the Sat and that we use it and not the remote that came with the TV.
Wetaskwin called this morning and I told them what has happened. They said that this should have never happened. Brick has a policy that they have customer service and what we got was just terrible.
Would like for someone to contact me and let me know what needs to be done.
Thank you
Gladys

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10:16 am EDT

The Brick exchange

I purchased online all appliances from brick. Refrigerator, dishwasher and rangehood(Samsung) . The Samsung virtual flame rangehood is not fitting in our kitchen and all the cookware I have is not working on it.I called the brick store near for an exchange for a different brand but salesperson said once delivered there is no exchange. Now I feel so bad, why I bought all the appliances from the store that does not care about customer satisfaction. I should have bought everything from Costco. I don't know if brick will help me or not, but very disappointed.
Tsering Yanchen

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10:10 am EDT

The Brick delivery

Has taken 3 weeks to deliver a standard, off the floor, non custom fridge. They keep delaying. I don't know if I'll ever get the fridge. When I call they keep just saying it's scheduled for delivery. 0/10. Never again. Will also proceed to bag on brick and speak negatively about them whenever someone brings them up for the rest of all times. No one I've spoken to seems to have any empathy for the fact that they've dropped the ball for the better part of a month.

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6:55 pm EDT

The Brick leather lift chair

I recently purchased a lift chair for my mother on the 14 th of aug it was delivered, not even an hour after we had the chair it failed to work, how does a brand new chair not work, this is unsatisfying, and to top it off I get someone not so pleasant on the other end of the phone, had to wait a week for someone to even come look at the chair to find out the motor is shot, now still waiting to be fixed, my 83 year old mother is I need of putting her feet up and needs this chair, why we bought it, I've dealed with the brick for over 20 years and spent a lot of money there, I'm am just lost for words in the way I was treated and where your service is, pretty sad anyways that's my complaint hope something will be done about this, Scott smith [protected] ..

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Brenda Wang
, US
Sep 08, 2019 9:20 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

You're not alone. I'm disabled, and the bed I bought was making things worse for me. At first The Brick gave me a firm "no refunds" over the phone. I kept emailing them with what the problem was, and how I wanted it resolved. They finally gave me my money back. Your story is so sad with your aging parent, maybe the media would take an interest? Best of luck to you

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S
5:27 pm EDT

The Brick customer service representative

Hello,

I am writing this email to address an unpleasant experience I received from an employee at the Brick located on Boardwalk, Kitchener. The reason for my call was to inquire on the status of the items I had ordered. Initially, I was told that I would receive a call on August 17th, since no call was made I decided to call today (August 26th). That is when I had my encounter with a representative named Kyle.

From the get-go, I felt his mannerism as condescending which later ascended to passive-aggressive. Only upon calling had I discovered that my items have been pushed forward to the middle of September. Admittedly upset upon hearing the news, I questioned the reason for the delay to which I was aggressively lectured on how manufacturers work and his experience in a suitcase company was littered with incidents of delays. After being talked over for what felt like an hour, I asked to get a case number for the record of the calls I have made thus far and a note to be made on the file of this delay that had not been communicated to me to which I was responded with, "don't cut me off" before being hung up. I call back to confront him, a claim which Kyle repeatedly denied. Enraged at this point I demanded the case file number to which he threatened to call the police on me for "workplace harassment." After being hung up, 3rd call was not answered and on the 4th call I just said, "Kyle, can you please pass the phone to someone more responsible." After which I was told the manager will be in at 1 PM.

As a loyal customer who has moved two times from Toronto to Mississauga and from Mississauga to Kitchener, I have always relied on Brick products for home furnishing. However, this type of customer experience is beyond shocking. This has been one of the worst customer experience in everything I have ever had. I do not wish anything bad on anyone and even now I wish if Kyle require further training on customer relation please provide him the help he needs. By addressing my issue in this email I hope that this doesn't happen again to any of your customers.I would like to add that he threatened me and intimidated me by telling me he will call the cops on me .I have voice recording of this as proof and a screenshot of phone call duration, where you are able to see he hung up on me twice .

Thank you for taking the time.

Sarah Butt

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4:47 pm EDT

The Brick bed warranty

In March I bought a bed, from the Whitby Store. Our first new bed. We are seniors we only sleep on our bed, maybe TMI. But on Aug 3 the side rail broke. I notified the store, they said had to be done on line, then they phoned me back. Seemed like extra step. Then they I formed me someone would be out in a week, I had to stay home for his 1 minute visit and picture all morning. When I could have sent it on line. The part finally came in, this week, we were on holidays. They said to come get it. What if we had a small car. They said nothing about bringing the broken piece with me. Trip there for nothing. It's not my fault your bed fell apart, and that we have had to sleep on the floor.
Very poor customer service.

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10:40 am EDT

The Brick Sofa

So i purchased couches at the lachenaie, montreal store. I walked into the store with measurements of my living room, the sales woman safa assured me that the couches i chose would fit in the measurements i gave her. Yesterday they came to deliver the couches but refused to place them where they had to go, my girlfriend received them so she couldnt place them herself seeing how they are huge. When i got home from work i tried to place the couches and realized they dont fit in my living room. I called the brick right away and was told that if i accepted the delivery they cant change the couches? I am stuck with couches that dont fit in my livingroom, the manager refuses to call me back and whoever answers the phones there keeps telling me that there is nothing to be done. All i want to do is change 2 pieces for 1 so they will fit.

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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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+1 (780) 930-6000

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