The Brick
reviews and complaints

Subject: Complaint regarding fraudulent and deceptive practices and poor quality of sectional couch

Dear Customer Service Department,

I hope this letter finds you well. I am writing to express my deep dissatisfaction with the recent purchase of a sectional couch from your store. The entire experience, from the misleading sales tactics to the poor quality of the product, has left me extremely disappointed and frustrated.

To begin with, the salesperson who approached me during my visit to The Brick presented the sectional couch as a great deal due to the need for space for new inventory. However, upon closer inspection of the receipt, I discovered that the couch was marked "as is," a crucial detail that was not explicitly pointed out to me during the sales process. This omission raises serious concerns about the integrity and transparency of your sales staff. I find it deeply unsettling that the phrase "as is" was surreptitiously included in the contract without my explicit knowledge, leading me to sign it unknowingly and under false pretenses. This deceptive practice puts the onus on the customer to bear the consequences of any pre-existing issues with the product. I believe it is both unethical and unfair for your company to disclaim responsibility for the poor quality of the sectional couch by hiding behind the "as is" condition, which was deliberately kept hidden from me.

Upon bringing the couch home and assembling it, I encountered multiple issues that indicate a lack of quality control. Firstly, the triangular-shaped fasteners on the back pieces, which are crucial for stability, were bent and scratched. This resulted in one piece not being able to lock into place at all, compromising the structural integrity of the couch. I had to resort to flipping the couch over, removing the underlay, and using a large bolt to make it stay in place.

Furthermore, upon flipping the couch, I discovered old holes where the legs were previously screwed in. Shockingly, one leg was missing entirely, causing one side of the couch to sag and preventing the two sections from securely locking together. As a result, the couch slides apart whenever someone sits on it, posing a safety hazard and rendering it unusable as intended.

What exacerbates the situation is the timing of your recent promotional offer. Just one week after my purchase, I received a flyer advertising a sale with no tax and 36 months of interest-free financing. It is deeply disappointing and disheartening to discover that your company failed to inform me about this promotion beforehand, despite the fact that I had just made a significant purchase. This lack of communication further erodes my trust in The Brick as a reputable establishment.

I expect immediate action to rectify this situation and provide a suitable resolution. I would like the following steps to be taken:

Replacement or repair: I request that you replace the damaged and defective parts of the sectional couch promptly or arrange for a professional repair service at no additional cost to me. This includes providing new fasteners, addressing the missing leg, and ensuring proper alignment and stability of the couch.

Refund or compensation: Considering the misleading sales tactics, substandard quality, and the recent promotional offer, I request a partial refund or appropriate compensation for the inconvenience, time wasted, and the need to address these issues myself.

Better communication: I strongly urge you to improve your communication practices to ensure that customers are informed about upcoming sales and promotions, especially if they have made recent purchases.

I trust that you will take my concerns seriously and take swift action to resolve

We had purchased Mojack king bed set from Brick Coventry Road under invoice number 0509357LCXW.

2 days we got the delivery but the delivery people have not put the items in the room as we were promised to. Both the guys moved the bed and night stands upstairs. They wanted to enter the home with shoes so asked them t either remove the shoes or put cover on shoes, they denied we understand their safety concern so that's why we requested them to put safety cover but they said we don't have that and started shouting on us, thy delivered 2-3 items with shoes Because of this our new floor got scratched in multiple places which was installed just a week ago. Also they left the dresser at main floor and did not move it to the room. They also misbehaved with us. I have small kids at home and it has safety risk if it falls on them.

We contacted the branch from which we bought the product they are not listening to us and favoring the delivery people, spoke to Michelle, Komal

Now please let us know how are we going to move the dresser upstairs and who's going to be responsible for our floor scratches, and who will be responsible it hurt my kids while they are playing and something fall on them.

Attached are pictures

We did not expect this kind of service from brick.

We are waiting for your action

I have tried calling the brick in London, Ontario store 10 times and also filled online complaint / claim and have not heard back anyone in brick. We bought furniture worth $10000 four months ago and one sofa (sectional) which is still under manufacturer warranty is started to come apart and there is a big hole in the sofa within 4 months of purchase. We also purchased brick warranty on top of manufacturer warranty. The brick store is not responding to our concerns and people on the call speak rudely and disconnect, telling us to fill online (which we have already done 15 days ago with no response).

We bought a new fridge which bricks delivered on April-22-2023. We noticed that the fridge section had a hole in the bottom filled with glue. We reached for an exchange in less than 48 hours, and action has not been taken since then. I called the store many times - no answer. I emailed customer service and got a response that the manager is looking into it — no response from anyone in the last two weeks.

Bought a Fridge from the SUNRIDGE Calgary Location. Has a 2 Year Manufacturer's warranty. Bought Their 4-year extended warranty, Thinking we now have a 6-year warranty (FALSE). They refuse to honor that because their policy starts after 1 year Manufacturer's warranty doesn't matter if the manufacturer gives 2 years, they overlay the manufactures warranty voiding out 1 year. In other words, we lost 1 year of our warranty. Talked to the salesman and his manager who went beyond integrity to lie and tell us we don't have what we paid for.

We would be buying a Standup Freezer in 3 months, but we will take our business elsewhere. Find a more HONEST company. We are honest people, more trusting than we should be.

Purchased a dishwasher from The Brick in April 2023. When it was being installed the technician advised that it was damaged and could not be used. I told him to stop the installation but he continued. I advised The Brick and was told the installation was my responsibility even though it was sold as part of the entire package and they refused to return a portion of the $289 charged. I contacted The Brick Edmonton who did nothing. There is no customer service and the arrogant and rude manager insisted it was my fault that I did not stop the installation in time! How do they get away with this lack of service? NEVER again will I buy at the Brick.

Tip for consumers:

Recommend not to buy at TheBrick if you expect reasonable customer support.

Products used:

Dishwasher was returned and refunded with the exception of $289 installation cost. The $289 covered pick up of the old unit and installation. Delivery is supposedly free.

Hi,

I am writing to you because I am really disappointed with the recent service I received from my local Brick store (located in Marché-Central, QC). We are emailing you with the hope you will be able to help us out. On May 1st 2023, we purchased a stove, dryer, and washing machine. On this day, we requested and paid for both the removal of our old machines and for the instalment of the new machines. We paid for these services hoping we would not have any issues and could enjoy our purchases once we received it.

However, this is not what happened and we are extremely disappointed and would like to be refunded. The Brick employees who delivered our machines were very disrespectful and did not follow any of the terms of the contract we agreed upon. We do not know their names because they refused to identify themselves when asked. Here are a few terms of our contract that were not respected and why we are asking to return and refund our purchases.

The delivery employees refused to remove our old equipment as per contract. One of the employees claimed he had not insurance to perform this task. We are confused as to why the Brick would have employees performing such responsibilities without proper insurance. They refused to fully install the new equipment as per contract. The delivery employees damaged and scratched our new machines. No customer wants damages on new devices after paying 4232.09$. We expect more professionalism from well know company such as the Brick.

We experienced discrimination. The employees were rude to us and did not display good customer service, which made us feel uncomfortable during the delivery. Our brand new purchases were thrown to the street from the delivery truck. Only one delivery employee was handling and removing the new purchases from the Brick truck while one delivery employee was on his way to meet us at the door. After our experience with the delivery service, we went to our local Brick store and our concerns were ignored and no issues were resolved or addressed.

On May 3rd, I told my local Brick store about the events, damages, improper installation, and the movers refusal to remove my old dryer from my apartment. The customer service employee at the local Brick store said they would give a 250$ discount for the damages on the new washer and then promised that Friday (May 5th, 2023) they will have the movers come back to remove the old dryer and finish the installation. On May 5th 2023, the same movers came for about two minutes and they refused to take the old machine out.

At this point we no longer want any of these purchases. Our experience has been horribly stressful and disappointing. None of the terms of our paid contract have been respected and the service we have received has been terrible. Our local Brick store refuses to accept a return and refund, therefore we are hoping you can help us resolve this issue. We have attached pictures and videos of the damages and events occurred during the delivery. Please free to contact me via email or phone [protected].

Thank you,

Ashley Varghese & Kodi Thuwakku Weerasinghe

I bought both a washer and dyer from the Brick, with installation and removal of the old washer and dyer included in the purchase. The delivery guys on the first delivery were careless and caused many damages /scratches to the new washer. There are scratches on the bottom of the washer (see image). The delivery guys refused for the second time today to remove the old washer and dyer (see image of old washer in dyer still at my apartment). There are still many parts uninstalled on the new washer and dyer. The new washer and dyer are supposed to be stacked at the same levels. There is a big gap in the front between the washer and dyer due to improper installation of the stack kit from Samsung Bespoke.

I paid for the service from the Brick to installation and to remove the washer and dyer. Both of these services were not met upon delivery of the washer and dyer. I am unable to attach all the images and videos of the parts unstilled, the scratches, and the improper installation of the stack kit on this application. Please provide me with an email address to send all pictures and videos.

Sale order number: 122721PFGLI

It is very unfortunate to note that what your Sales person claims to be true while selling the product does not uphold the same when issues arise. I am extrmely concerned that we were being communicated in an brick outlet/store in a office during our kitchen dining table purchase that the warrently we purchased for the seats are covered for any wear and tear, scratch or even discoloring. While the sale went very well, smooth with absolutely flawless, we soon realized on our next visit when we were in brick with another salesperson that the information given was incorrect and there is nothing the warrenty would cover whatever we were promised. Unfortunately, We are extremely disappointed and We would personally like to be called victims of scams/misinformation

Out of 4 chairs purchased, 3 had started pealing from the handrest side. Please look into this matter urgently as I have attached a receipt. Please let me know anything else you need from us to support this claim.

Thank you

Anupama

On Apr 20 the Brick delivered $20,000 of my goods with minor furniture/appliance damage but the biggest issue was that my 24”x24” kitchen tile was damaged, once the drivers left I immediately called The Brick 20 mins later telling them about the damage. My claim was rejected. The driver told me to sign off on the items received and rushed off, unknowingly to me and unexplained to me apparently there was a property damage sign off as well. Nothing was explained to me about this, I’ve spent so much money at The Brick and in previous visits and am very disappointed in finding out that my claim was rejected. I feel like I was cheated and lied to.

What was suppose to be a simple transaction went wrong, the smile

I had on my face about new home ownership is now gone because of complete recklessness and an entire

process rushed because of drivers wanting to empty out a truck as quickly as possible negatively affecting me! The house is a new build I just received the keys the day prior to delivery.

This is not my first new home both my sister and I have spent large quantities of money on The Brick for all our homes.

The Samsung TV was delivered on Feb. 24th. Once we inspected it & saw there were no dents, scrapes or markings on it, we signed the delivery receipt. We very carefully removed it from the box, installed the base according to instructions. The TV was not jostled, dropped or hit in any way. We were so careful that we even phoned The Brick to make sure we were plugging it in correctly. As soon as it was plugged in, there were blue lines down the right hand side.

We notified the Brick immediately because the TV does not work. We have tried for over 2 months to get a satisfactory response, we are told that we are responsible because we signed the delivery receipt. We have paid over $1300 for a broken TV. We have taken pictures of every side of the TV to show that the outside is in perfect condition. It is the inside of the TV that is broken.