The Brick
reviews and complaints

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.

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.

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

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!

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.

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]

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.

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

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.

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] ..

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

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.

Name: Sharmaine
phone : [protected]
product: Purchased on August 07 received on August 16/2019
cost $ 563.00 with taxes
the unit was purchased from the Brick in Hamilton on James street

August 20/2019 I called the brick at around 1 pm informing them of the issue I was having with the brand new television I just purchased. I told the customer service agent that I received the television and I was just now able to finally get the Television to work. I informed the rep at the Brick from the store I purchased it that it is not working properly, I told her that the picture quality no matter how much I have tried to adjust it the quilty is hazy and as if there is a white cast over the image, the quality is dull and the sound quality is muffled and also hazy if I can say that. I have tried turning it up and down and the sound still comes out as if you are listening to it while it is in a cardboard box...

she tells me over and over that they do not have a return policy and that I would have to call the manufacturer, she also told me that when they delivered the unit the delivery persons where to set it up and have me sign off that it is working well I told her no on setting it up and not one told me that I had 48 hours to see if there are issue with it. I told her that I have had an old Television for more than 10 years I have now just decided to purchase a new television for myself and had no idea of how to set up a smart tv...

though she knows not one gave me any service on the product she tells me all is can still do is call RCA and let them know of the issue.

I just want my money back, to be honest, and to get a television that lives up the the the quality I paid for and not be stuck with this unit that obviously has something wrong with the image and sound.

I worked hard to save this money to get me this television and now I have nothing but dud of a screen in my home I want this to be rectified and not me having to run around trying to take images and sending email to some RCA team that is going to take 10 business day to see if they will or can help me... the brick has messed up and I am left to feel frustrated and upset. Please, can someone help me...
I have had this television on but a day and now what.