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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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J
6:30 am EST

The Brick couch

The secional we ordered was delivered in 5 boxes, i knew then that it was a mistake. We assembled our couch and was dissatisfied from the very second. I called the store we had ordered from and they clearly dont give a crap about customers, but hey this company has out 1500.00 dollars so who cares right? The couch feels losey and doesnt suit our family like we had hoped. I WILL NEVER shop at another Brick store as long as i live and will make sure to spread the word about the horrible customer service, lak of information we received about "some assembly required" and about the return policy even if the customer is completely unsatisfied. I hope you guy's feel good about your crooks you are and have working for you.

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Update by Jessie Gorman
Dec 01, 2016 6:31 am EST

Read my above story

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R
8:33 pm EST

The Brick adjustable bed

On Thursday Nov 17 2016 I was shopping for a new adjustable bed. I have ca very bad back. So my experience at the store in Kitchener went well. Sales person very helpful. I purchased a adjustable bed on my brick card. Also a/ mattress protector. I asked if the bed could be assembled. And was told they can do that. Delivery was set for the 22nd of Nov. The delivery guys were very nice but told me they didnt have my mattress protector...but I could drive half an hour to Kitchener to pick it up. As they were about to leave I asked about assembly...they quickly said "oh we dont do that" and leave. Im not very happy and call the Brick . I told thedm they could come back and get it all ( I also bought a smart tv) A little while later a nice lady called and said how sorry she was and that if I could get someone to help me because its actually very easy. Also they would give me a $150 store credit. So I phoned around and my Son said he would come over later. So when I went upstair to where they put the bed, I noticed a rip in the box... when I opened it there was a tear on the bottom part of the bed. So I took pictures and sent them to the lady I was on the phone with. [protected]@thebrick.com ... Anyways got the bed together looked amazing ... my 2young Grandkids asked to sleepover...and guess what the bed didnt work at all. So now Im really unhappy and I call yet again and get well I guess we can exchange it...you guess ? I said never mind just come get it all...she csaid wecoffered a $150 in store credit...seriously...I said that was b4 the rip in the bed ... No mattress protector...and the friggen bed doesnt work. Never mind 2hours of cutting up carboard. And for an added bonus got rid of my old bed and am now sleeping on my couch till I get a new bed. I truly cant believe this is how the Brick does buisness now. I will never be back and will cancel my card. I certainly will let everyone know of my sad sad experience. Trul disapointed. My sales invoice is 111765DZNDU. Thanks for your time. I just hope this falls into the right hands. Rose Donaghy [protected] [protected]@ymail.com

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V
7:20 pm EST

The Brick sofa

Bought the 3 seat Omega recliner sofa from Brick around October 2015 along with extra warranty as well. Within a year the sofa started sinking and also the middle seat is tearing on the sides due to the rub from the recliner on both sides. Also some screws fell off from the sofa.

Complaint was raised in Aug 2016 and after follow ups we were told to wait for 4 months to get the seat repaired. Accordingly in Nov 2016, a service technician visited us with the middle seat cover but the cloth that he brought didn't match exactly with the rest of the sofa & also he confirmed that other seats are wearing off, so he himself recommended to inform the Brick about the same and he had taken pictures himself to let Brick know. He also fixed the screw that fell off and confirmed that it was never drilled correctly in place to start with, so it was a manufacturing defect.

Now we followed with with brick customer support asking what is the plan to change the complete seat cover to keep it same and to replace cusion for the sinking issue, but we are told to wait for another month to get some stuff ordered...But not clear on whats being ordered nor going to be fixed.

Its been a very long wait and i need a replacement of the sofa or a store credit to purchase another one. This wait time and over all support is really bad.

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M
4:30 pm EDT

The Brick cheating on warranty/ payment protection program

I had awful experience with the Brick, they set me up some payment protection program and i didn't want that, all what I wanted is extra warranty for my furniture. After I paid of my furniture they charged me extra 300$ for that payment protection plan, they said i sign for that payment protection program and the worker who was serving me at that time didn't even mention anything about that, i thought I was buying only extra warranty but not, they set me up to pay extra money...I would not recommend that people buy from the Brick, be careful people and don't buy from Brick, they are money grabbers!

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8:03 am EDT
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The Brick clothes dryer

I purchased a Samsung washer & dryer set a few years back. It just went off warranty. The dryer now has a hole in the drum where the rollers support it, just in one spot. After researching this issue I found out that there have been other people with the same problem. I do not expect full warranty, but I do think I should be looked after to some degree as you can not get replacement parts for this machine. I did contact The Brick and Samsung and either one of them could give a rats ### about my problem. I will never shop at the Brick again. And I will never purchase Samsung product. If you want to purchase reliable appliances, shop for Kenmore or GE.

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J
11:44 am EDT

The Brick fridge

I have been dealing with a warranty repair with the Brick and it is over a month that I am waiting for the fridge to be fixed. Their customer service is horrible and I also had a customer service representative hang up on me when I insisted to speak to a manager because he was not able to resolve my issue.
They keep on telling me we will call you back within 48 hours with an answer and no one ever does; I have to continuously call to see when the part is arriving.
It is a fridge and I would assume a necessity like a fridge they would have the parts in stock rather them needing to order from China.

Was it worth buying the extended warranty? not with this service and I can assure you I will never purchase anything at The Brick!

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R
12:03 pm EST

The Brick unethical behaviour

To whom it may concern
This is concerning a purchase I made at The Brick, 24 Conventry road, Brampton, ON. On December 26, 2016. I purchased two sofas that morning and was told that it would be delivered on January 3rd 2016. On January 3rd, the couches came in but right away I noticed that the arms of the sofa were sagging and the leather on certain sides of the couch was worn out. I pointed that out to the delivery person right away and mentioned that I was not satisfied with the quality of the product as it was nowhere close to what I had seen in the store. He advised me that since he had to make the delivery, I should contact the store and they will ensure a new delivery is set up to resolve the issue. Going from there, I contacted the store and submitted the pictures for the damaged sofa. I was advised that another sofa set will be delivered to me on …..and the initial couch will be taken at the same time. Understanding that defects do come up in certain furniture pieces, I scheduled the delivery. Unfortunately, for the second delivery as well the same problem existed. This time I made my way to the store to voice my concern to the customer service and the store management as well. My issue was seen to by the manager and he understood my frustration. He mentioned that this was odd and a new shipment of the same product was coming in the next month and he hopes that it will resolve the issue. He also ensured me that the product will be inspected before it is shipped to our house. Although the next delivery date was almost a month away, going by what had been told to me regarding inspection of the couches, I thought to give another try. On Feb20, 2016 the couches were delivered for the third time. I am sad to say but this time again the couch had the exact same problem. This perplexed me as I was told that the couch would be inspected before its delivery to ensure that I don't have to go through the frustration of a product not meeting my expectations. When I asked the delivery truck driver if the couches were inspected or not, he told me none of the couches were inspected as the inspected couches have a proof of inspection on them and none of the couches had that proof on them. Since the same problem existed, the delivery driver took the couches back. When I went to the store again this incident, I was very frustrated and I believe rightfully so since it had been 3 times now and almost 2 months after my initial purchase that I was left with defective couches. At this time taking into consideration the time I had to dedicate to resolve this issue, I mentioned to the store personnel that since the product did not meet my expectations 3 times, I would like to get my money back. To my surprise, it was mentioned to me that I wouldn't be able to do that since I had already accepted the delivery and according to the company policy, I could only get store credit. This in my opinion is very wrongful as I had found the product defective from the get go and had advised the delivery guy the first time the delivery came. But at that time I was told that they had to deliver the product because they can't just take the product back. Now they have picked up both the sofas but nobody has contacted us back for the refund as they want me to buy another brand of sofas against the amount I paid which is agonising me a lot. I want my money back as soon as possible.
Rajesh Vig, 35 Totten drive, Brampton. Ontario. L6R0P5. Phone : [protected]

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C
2:40 pm EST
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The Brick service

I bought a Samsung range, an LG fridge, a Brada dishwasher all at the same time from the Brick in Chilliwack, B.C. At the time of purchase I bought the extended 5 year warranty. After 3 years my fridge wasn't keeping cold, so I phoned TransGlobal, and after many days of phoning them was finally told there was no service person for LG in my area, so I would have to take the fridge to Surrey, which is about at least an hours drive from here, to get it fixed, and then go pick it up when fixed. Excuse me, but I am a senior citizen on a fixed budget, and I don't think it would fit in my little car. Or I could buy another fridge and they'd pay 80%, but I can't afford that. Then after more phone calls all of sudden they found a repair person in my area. When he came out he had TransGlobal all over his van, and he lived in my town ? he never did figure out what was wrong, and told me to turn it to a colder setting. I also complained that the light wouldn't come on when you opened the fridge, you had to flick the switch, which worked once in a while. He never fixed that either. The just recently my stove went beserk, sparks flashing, lights flashing, inside fan running! I had to unplug it to turn everything off. Phoned Transglobal, they were closed. Friday morning early I phoned..told them what happened and they said someone would give me a call. Monday my dishwasher started to leak all over the floor, phoned TransGlobal again. Asked about my stove, they said there was a 3 day wait for service. I explained this should be a priority as I have absolutely no stove to use. I phoned everyday, every time getting someone different. Was told travel had to be approved. Phoned again, told finally Wednesday they were sending the work order to a place in surrey. Phoned them yesterday, told them what happened, and he said he had ordered a part, and it would be in probably the next day. Phoned today and was told no part had been ordered, and they had to figure out what was wrong, send a quote to Transglobal, wait for approval, then order the part. He said it would probably take a week, at least. Like I said, I had no stove, at all. this is unacceptable. I live in Chilliwack, why is there no one who could fix it here? Or at least come and look at it to see what was wrong.

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R
7:26 am EST

The Brick sectional sofa purchased at brick - newmarket - missing parts to sectional

My daughter purchased a sectional sofa at the Newmarket location. It was delivered on Tuesday of last week. Once piece of the sectional did not have the legs. She has called 3 times and left messages and not once has she received an acknowledgment of the calls or a return call. She is in a wheelchair and it is dangerous to have a "floating" couch as they couldn't join the two pieces together without the legs. I think this is disgusting that they aren't calling back with a delivery date and/or an alternate solution. If the legs are in stock I would have picked them up for her.

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2:47 pm EST
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The Brick Products defective

We bought a sectional and a recliner from the brick on Cyrville rd in Ottawa in April 2014. We received the recliner on May 23, 2015. On June 22, 2015 a technician came by and took photos of the sectional as the material on the armrest was fraying. We also noted other sections of the sectional was fraying and wrong pattern on one of the cushion.We were told the parts were ordered by transglobe and it would take about 4 weeks. On Aug 10 and Aug 19, 2015 we called to say that more of the sectional was fraying as well as the lazyboy. The technician came by again on Aug 25 to inspect and take more pictures. We were then told again that it would take about 4 weeks.Finally on Sept 4, 2015 we were very upset that nothing had been done and that the material on the sectional and chair was getting worse. Everytime we call transglobe we kept getting the run around telling us the parts were not in yet. We waited getting more and more frustrated. In November we call transglobe again and were told by "Cherrie" that we would get a certificate of replacement for the recliner and we would get it in approxiametely 3 days. Weeks passed, no new news or certificate. On December 3rd another technician came by to take more pictures as the sectional was getting more frayed. On December 16 we called back and told them that we were very upset and demanded a replacement sectional and recliner. We were told by "Darryl" this time that this was in the hands of the manager and that he would call us by the following Tuesday. As of today January 5th we still havent heard anything. I hope someone can help us resolve this. Please find enclosed pictures of the sectional and recliner.

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1:15 pm EST

The Brick after sales service: installation & transglobal

I bought a Samsung washer and dryer combo in August, 2015. In mid-November, dryer's heater just stopped heating. I checked the vent, cleaned the dryer, called for service to clean the vent (again), checked the power boxes - all were fine. I called Customer Service (TransGlobal) to seek help: 1. Customer rep 1 - assigned a job order and confirmed that as the purchase was less than a year from date of report, it is still covered under 1 year warranty. Told me that a technician will call in at 10am on Nov. 27 to book time. I doubled check the time - and she was a bit annoyed saying 10am! 2. Nov. 27 - technician called at 8:47am left a voicemail message saying I should call back before 9am to book time. I was in a mtg. at the time of the call as i was waiting for 10am. But I was able to call back. There was a miscommunication. Technician tells me his job order says service outside warranty! need to call back customer service! I just lost/wasted 1 day from work. 3. Nov. 27 called Customer Service rep 2 - fixed the problem, and rescheduled technician's visit with new job order for Nov. 29 4. Nov. 29 - technician came in. he cannot fix the problem - need some parts. will call when they arrive (?) 5. Dec. 4 - no call yet. Called Customer Service Rep 3 to follow up. I was told I was rude. duh? 6. Dec. 6 - called Customer Service Rep again. Followed up on technician..says still waiting for parts. A bit later, called back to schedule appt 7. Dec. 7 - technician came by. installed new parts and fixed dryer. however noticed washer do not have legs! that's why it is shaking without the dryer stacked on top! was advised to call Customer Service again to schedule service! :-( 8. Dec. 9 - called Customer Service (again, again) to schedule service for washer this time. Told that installation was sloppy. Scheduled a visit again by technician sometime (I don't remember the dates anymore so sorry) 9. Dec. 17 - technician came back says he will order parts - to let me know his next visit 10. Dec. 24 - followed up today - Customer service says parts ETA is Dec. 30 yet! Result of these issues to date: 1. My washer is shaking so badly without the legs. Am afraid it might get damaged further so i cannot use it 2. Because of the washer problem, I cannot stack my dryer back up - thus I have no dryer for 2 months already! if there is a superlative more than WORST to describe the Brick service, that is the perfect word. By the way, I paid $100 hoping a good installation but it was all very, very SLOPPY! The Brick - if you do not change the quality of service you provide, your company will surely not last to 5 years! Get your act up!

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3:37 pm EST
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The Brick whirlpool stove not being repaired

Near the middle of November our stove died on one side. The repairman was called and he came a week later. He took one look and said he had to order a part. I waited a week and called only to be told they hadn't received the part yet. I phoned every Friday and at one time was told that they could no get the part from whirlpool and they could not use third party company. I phoned whirlpool who were good enough to look things up for me and lo and behold the part is available so I was lied to. the last time I called was yesterday and was told that the part still wasn't in and would not be in before Christmas and maybe not until the new year . I would just like to thank the brick for the wonderful service they supply and warn other customers

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3:02 pm EST
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The Brick dishwasher - customer service

Bought a dishwasher from 3025 Ridgeway Road store July 2014 along with the 5 yr warranty. Dishwasher broke October 14, 2015. It takes a week for them to send a technician... Technician came on October 20th (time was 8am-12noon... then they call a day before that he can only come from 1pm-5pm and I had to take a vacation day... but the technician only arrived at 7:15PM... and when I had asked for a 5pm-8pm appointment, I was told they don't work after 5pm...)... nevertheless he came and after a quick inspection decided a part needs to be ordered... and told me that the part takes 3-5 business days to arrive... today is November 3rd... exactly 10 business days after... no one has bothered to tell me that the part is not there or delayed or what... and when I call the call-center... I am told "sir the part arrived today and now you have to call again closer to end of the week to book another service appointment because they will unload today and it takes them 48 hrs to confirm that they got your part"... the technician told me that when he has the part he will call me and fix it I don't need to book another appointment... but call-center is saying I have to book... fine... so I ask you are saying part has arrived today so book for the first available appointment... but NO... "Sir you can only book once the parts department has emailed us and confirmed that they have received the part"... ? what? So I ask her what if they didn't get my part... "sir then you call us again next week and we will see other options"... so I ask her what are the other options... and as expected... "Sir I don't know what are the other options..." great! So I request that I speak with a supervisor... and I think I should have known better... "ALL supervisors are busy sir"... crap service... I want to know who is willing to pay for the harassment and of course the use and throw that I have used in the last 3 weeks... and god knows for how many more weeks to come... can someone HELP... please!

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Arlene Ridyard
, CA
Feb 03, 2016 7:07 pm EST
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Dishwasher switch broken, machine won't run. Phoned brick around Dec. 27th. 2015 was told a repairman would be out on JAN. 4TH, he did not arrive phoned the brick to find out what happened the repair company never bothered to phone me the brick told me it was DEPENDABLE APPLIANCES IN PETERBOROUGH, so i phoned them and they said they were too busy to come and would come the next day. So after 3 more phone calls the next day they finally arrived at 5.00 pm. Was here for a matter of 5 minutes and said it was the switch and he would have to order one if he didn't have one in stock. Well naturally it had to be ordered. Phoned after about two weeks and they said the order was pending on Jan. 11, 2016. So naturally i thought it would be here soon. Well another week passes and i phone dependable and they say they can't do anything about it they have tried and are getting nowhere, so they give me a number to call. It happens to be the place that supposedly has the parts, and lo and behold they tell me the part was sent to Dependable two days previously. So I call the repairman again and they haven't got the part. So back to wasting my time phoning the Brick again and being told that my machine was special so the part was hard to come by and I am now on the priority list. It is now Feb. 2, 2016 and i am still waiting. There must be some one out there that can look into such shoddy business practices. YES
i did buy the extended warranty and the one salesman had the nerve to tell me that sending a repairman out would have cost me $100. service call
If anyone has any suggestions as to how i can resolve this problem. Please email arleneridyard@hotmail.com.

B
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Bill Forsyth
, US
Jan 31, 2016 6:52 pm EST

My dishwasher door folded when I tried to close it. Pump stopped working. Not worth the agrivation of warranty service as they don't or won't fix it. Poorly made appliances.

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5:19 pm EDT
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The Brick cindy crawford marco collection sofa and loveseat

Brought a cindy crawford Marco collection sofa and loveseat about 2 1/2 months now and the leather is fading. This has to be a defective product ...how can a genuine leather fade within 2 months.. I called brick and unfortunately the guy told me that this does not cover under the warranty. now I'm stuck with brand new furniture where the leather is fading and will soon look like crap. ...Advise anyone

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1:21 pm EDT

The Brick delivery service

The company failed to deliver appliances at three different times (when I had specifically indicated at purchase that delivery timing was important). I purchased a stove and a fridge at The Brick store located at 6867 Boulevard Newman, La Salle, QC. I indicated to the seller in the store that timing of delivery was important and that if they could not guarantee delivery within two weeks, I would not purchase. They finally postponed three times the delivery. Each time, I had to call myself to be told the delivery would not occur (even if I had indicated on the phone and by email to the store manager that I wanted to be called ahead of time). Each time, I had people waiting for nothing after the appliances. I had to change the fridge I had ordered for another one to be able to get them delivered within three weeks. When the delivery guys came, they refused to comply with the condo building regulation that required that they use the back stairs. They threaten to leave with my appliances if I did not accept to sign a release regarding potential damages to the front stair.

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8:12 am EDT

The Brick sofa

Were in Saskatoon to move nephew and went to get sofa. Picked out sofa and ready to pay for it. Then sales lady came back and wouldn't sell floor model. They could have replaced it in 3 days but still no go. Seemed so stupid .Complained but got no where with complaint page or manger. They just quoted rom book about floor models. The customer is always right doesn't work with this store. Didn't even offer anything to appease us. Seemed like they didn't want to sell anything. Worst shopping experience ever. Terrible store.

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7:30 am EDT

The Brick no refund, but 5 weeks passed

Lack of customer services! I ordered cushions from The Brick Barrie. I got them on time, but the size was wrong. The seller told me that he has no the appropriate size. He told me that I could wait, but he has no idea how long and the second choice was to get money back. I agreed to full refund. 5 weeks have passed and money wasn’t returned to my account. I don’t know what to do.

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6:22 pm EDT
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The Brick extreme dissatisfaction regarding competence level and unprofessionalism

am writing to inform you of my deep disappointment and frustration, with the level and quality of service that I have received from your organization.

In 2011, I purchased a top-notch whirlpool Gold series refrigerator from The Brick. Although I was initially hesitant to purchase and extended warranty, as many consumer groups advise against those, the sales representative urged me to reconsider citing that this extended warranty is something that I would never come to regret purchasing and that it would always be backed by the strong name of The Brick. Having put my trust in hands of The Brick, I went ahead and purchased the extended warranty.

Only two years later (September 2013) the refrigerator began developing a string of manufacture related problems. Initially, the freezer began leaking water. The Brick directed me to its warranty division known as Trans Global. To my surprise I was told that they only operate from Monday to Friday from 8:00 am to 4:00 pm. This caused me problems as (like most of the working world) I was forced to lose a day of work just to have my issue repaired. However, I went ahead and called in the repair. In addition the reparation call caused me even further financial cost as I was obliged to defrost the freezer causing me to lose the value of the food in the freezer. What I was told was a simple repair ended up being anything but simple. The same problem reoccurred several months later (January 2014) causing me to once again lose a day of work and the cost of lost food. As if that wasn’t enough this very same problem reoccurred on July 2015 for a third time, at which point the service repair man told me that the two previous repairs were not performed according to industry standards. He proceeded to repair the problem using a different approach.

On August 10, 2015, (only one month from the last service repair) my refrigerator began operating very poorly. The refrigerator portion was not refrigerating at all, whilst the freezer portion was in extreme over-freezing mode, both of which caused the food in there to spoil. When I called Trans Global and asked if given the circumstances they could put a rush on my repair, they flatly denied my request claiming that it is not in their operating procedures to consider any exceptional circumstances. On August 12, 2015 a service repairman came by and told me that I would have to wait even longer to have my refrigerator repaired, as they did not have the part in stock. At that point the service repairman assured me that typically they could get the part and repair my refrigerator within the next day as refrigerators are considered an important appliance for a household. He even told me to proceed with a total defrost of the refrigerator as this repair would occur soon. This is now the fourth time that I have food spoiled due to a total defrost of the refrigerator. When I mentioned this to the service repairman, he told me that I would be eligible for some form of compensation, something that the previous repairmen failed to mention to me.

The very same day I called customer care and spoke to Devon, inquiring if I could get a rush on this repair given the history of poor repaired that I have had to endure. Devon returned my call to let me know that Trans Global does not provide any special circumstance service. Furthermore, alerted me to the fact that the service repairman never put the order through even though his job description required him to do so by the end of the day. When I asked if I could therefore, speak to her supervisor to resolve this issue, she replied that no one was available, but agreed to have someone call me back by 11:00 am EST on August 13, 2015.

On August 13, I had not received any calls from anyone at customer care and by 3:00 pm I decided to call customer care myself. This time I spoke to someone named Roy who put me on hold for over half an hour only to tell me that there were no team leaders available to speak to me, but that someone would call me within an hour. This call never came. Twenty-four hours later I called customer care myself once again (It seems if I don’t call no one will bother calling me back) and finally spoke to a team leader named Shawn. She explained that the delay is caused by their need to approve any part that even though it is under warranty. Whilst she did agree to put a rush on the service, this is an empty gesture as we are now at the weekend and Trans Global does not provide any service during the weekend. I will now be without a refrigerator for at least seven days. This is adding a further financial burden, as I now have to order out for my whole family until my refrigerator is repaired.

As is evidenced from the constant lack of service, incompetence from the service staff (since the same problem keeps reoccurring) and utter disregard for how I am being treated as a customer, I am hereby requesting some form of compensation from The Brick. The compensation that I am requesting, is derived from your own compensation policy, which I was told by Devon (of customer care) is that I am entitled to a new appliance if the same part keeps requiring repairs. Given his policy, and give the constant poor service that I have received. I firmly believe that this is a just and fair compensation for the hardships that I have had to endure from your organization.

Regards,

Joe Sicurello

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7:44 am EDT

The Brick update on non-delivery of fridge order - june. the drama continues...

Don't shop united furniture warehouse in brampton. They have told us we will see the fridge we ordered in june the first week of august - when the first week of august past, they told us we would see it august 22nd - august 24th early afternoon, we are told we will see it on september 2nd. I called to speak to someone else later in the same day - he says more closely towards the end of september. The fridge is on constant back order because there was some explosion in china? - he says - at least now we know the reason for this mix up? Ya right! The first fridge they supposedly ordered for us was supposed to be delivered before this explosion story. We are trying to find out if there are any frigidaire parts even made in china. I wonder what story will they come up with when we don't see the fridge in november?

I thought it the fridge was on a slow boat from china and the fridge they ordered for us keeps falling off the boat - if they ever ordered a fridge for us in the first place.

Do i expect to ever see this fridge?. Not likely. . .

If you need anything on time or ever - don't bother with these people.

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11:04 am EDT

The Brick couches that took 5 month to arrive and delivery people who will not change delivery times

To whom this concerns

My husband and I purchased couches from your company "The Brick" in April of 2015 and where told by your sales man that they would arrive in about 6 weeks. We understood this and waited patiently for them. In the mean time we also purchased a table and a set of 6 chairs. The table and chairs arrived promptly and where delivered on time. When we opened the box of chairs we discovered that they were the wrong color and returned them to the store. We then were told that the chairs were back ordered and we would have to wait for them as well.

I have no problem waiting and I do understand that mistakes are sometimes made.

My husband and I went into to store some time later to find out when our couches might arrive and were told that "they", being the staff, have no control over when the couches would be arriving from China. We waited another month and returned and spoke with Destiny the manager about our situation and she told us she would send an email to the company in China and would then contact us by email about it. We waited and no email from your manager. We returned in the next month and spoke to Daniel at the customer service desk and asked to speak with Destiny the manager and we were once again told she would send an email to see what was happening with the couches. We never received a phone call or email from your manager in Red Deer, Alberta. Not one!

The date is now August 19 2015 and today my couch is set to arrive and I will not be home to accept them. I explained to the man on the phone that I have to work today and cannot take the day off, nor can my husband, and asked to change the time of delivery and was told" NO. Sorry we have a full day and cannot change you delivery time." I am very sure that I am paying for the delivery of my own couches. I also bought the couches back in April because I had all the time in the wold back in June and July to receive my couches and to change my schedule. I called your manager at the Red Deer location to ask her to intervene and was told no" sorry but they will not change their delivery time. If you are not home they will change the delivery to the next scheduled date." I explained to her who I was and the problems we have had with her lack of involvement and customer service. All she had to do was to contact me and let me know that she was trying to help, but she never did. No follow up email to me or my husband, no call, nothing. She began to get very angry on the phone with me. Destiny better hope there are no scratches on my new leather couch...not sure what she will do when we are face to face.

Your company has dropped the ball not once but many many times in the past 5 months ...not just with me but with many many people and you really need to start reading some of the complains that are out there. I will no longer shop at "The Brick" and will do every thing in my power to persuade others to do the same... You have forgotten who made your company strong and worth millions. I may be only one person but... Personally I think you store is lacking in customer service and reliability and if I had the choice to have my money back...all $4000... I would tell your staff to take the couch and shove it!

Here is my personal phone # incase you wish to do some customer service of your own

###-###-####

Sincerely

Patsy Dawe

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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?

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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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