The Brick
reviews and complaints

We purchased a mattress and frame from the Brick at 5800 McLaughlin Rd., Mississauga, Ont. L5R 4B7. Telephone number: [protected]. The sales person was very good. We asked him if the delivery people would set up the frame and bring the mattress upstairs to the bedroom. We were told absolutely -NO PROBLEM. We paid the full price. We set up a delivery time which was Wed. August 29th/18. We received a call Tues. Aug 28th/18 advising the time was 12:30 pm to 3:30 pm. My husband went home from Work to receive the delivery.
The delivery people refused to set the frame up. My husband has a disability and is unable to do it. They said they could only set the frame that a Brick mattress was going on. ARE YOU KIDDING ME. They were to set the frame up not put any mattress on it. How does that work if no mattress was purchased just the frame!
I called the Brick and spoke to a staff, explained the situation. She too was surprised. I asked for a manager as this was getting ridiculous and I was getting a run around of words. No manager came to speak to the issue. The staff member said she would call back. She called back, clarified what I had said and had to call back again. That call back said the delivery people would come back to set the frame up last night. WE WAITED.
A call came from another staff that said the delivery people couldn't come until Aug 31st and a call today would let us know the time. WE WORK. NOT ACCEPTABLE.
I called and spoke once again to a staff that clearly was not listening. I asked 3 times for a manager and was told I would get a call back last night. Surprise Surprise no call. Customer Service is not a Brick priority. WE STILL AT 2:15 pm HAVE NOT RECEIVED A CALL FROM STAFF OR A MANAGER. We are extremely disappointed after having a good experience with the staff member who sold us the mattress and frame.
We recommended the staff member to a friend but last night told them to go to Sleep Country and provided the name brand of the mattress we purchased. Sleep Country matches the price.
Maybe the Brick could pay the person we will have set up the frame ( my husband's disability doesn't allow him to put it together)or the wages because it was clearly their fault they did not set up the frame in the first place. We chose to deal with the Brick because we were informed this would be done.
My husband and I are in the Service industry and if we treated people the way we have been treated we wouldn't have any business or jobs. I work for the City of Brampton in Customer Service. This is not an experience I will be quiet about.
There is no excuse for this behavior or lack of service. We are now thinking we will return the mattress and the frame and go elsewhere.
We will not be dealing with the Brick again.
Jacqueline Bouchard
8305 McLaughlin Rd S. Unit 19
Brampton, Ont. L6Y 5G3
[protected]

Recently purchased a washing machine and dryer from The Brick at the Mississauga location (3025 Ridgeway Dr, Mississauga, ON L5L 5P8). Upon arrival, the delivery personnel did a poor job of installing my washer and dryer by (1) damaging the dry wall trying to extend the vent to attach the sleeve for the dryer and (2) failing to properly install the washer by neglecting to attach the draining hose to the washer. Upon starting the washer for the first time, it resulted in a flooding incident throughout the house all the way down to the basement. Requesting restitution for home damages and insurance claim to repair home damages.

We purchased a dining room set for approx $3500 CAD. My Brick ID is
VUKMM176Z0
The invoice number is 0604858NBFE

We made a purchase from The Brick store in Markham, ON on June 8/2018
Upon delivery, we discovered that when we went to put the legs onto the dining room table, one of the legs was missing the rubber cushion on the bottom. We called the store and they said it would take approx 2 weeks to replace the leg. We received one leg via courier the day before we were supposed to pick one up at the store. Also, when I tried to put the legs on, the screws were of such poor quality, they kept snapping so I had to buy stainless steel screws to avoid that problem.

Then we recently had a dinner party. My wife went to place the platters full of food onto the table when we discovered that just over two months after the purchase, the table was so warped that the platters were wobbling on the table.

We were completely embarrassed because we had guests over and that's when we noticed how warped the table was.

We requested a replacement, which was delivered today, Aug 25/2018. This table is also warped. When we called the store, we were told that the table is supposed to be a little warped! That we should come and check out the floor model which is also warped!. There is no way that anyone should be told that a table they purchase is supposed to be warped!

All we want is our money back. We are being told that they would give us a new dining room set but we cannot receive a refund, even though our shopping experience and faith in the products in the store are completely lost.

Any other questions can be answered by my wife or myself. The information is all contained if you look up the client information number

Just a horrendous shopping experience this morning. We're in the market for a new couch and found one online that we liked. We went into the store to take a look but it wasn't on the floor to see, but the salesperson starts with the hard sell. Naturally I ask for a deal if I'm going buy a piece of furniture without actually seeing it first. Off to "the manager" who says..."this is the best price, I can't do any better". So I politely decline and keep walking around the store. We find another couch we like and it is also on sale. We do up the paperwork and then are told..."this isn't available any more, it has been discontinued" Begs the question why is it still sitting on the floor with a price tag!?!?! Naturally I inquire about buying the floor model, and get an even better price. But I am then told.."oh by the way, we don't deliver floor models" I don't know why The Brick is making it so hard for me to spend my hard earned money with them...but message received! I'll spend my money elsewhere!

this is my second or third time complaining no one has contacted me or helped me and I am still charged with 3800.00 of interest the purchases are paid off the bedroom set bubbled and the coffee table is peeling its not real wood its pressed wood with a lining of sticky paper pretending its wood 4000.00 dollars worth of furniture and still no one is accountable for the overcharge the brick is still blaming td financial and they are blaming the brick obviously its the bricks mistake seven trips to the Woodbridge location 10 phone calls to te financial dept at the brick no one talked to them just standing looking at me be desperate for help I work for two major retail companies from the states at customer service desk at Costco and Walmart the managers were and are amazing how they respond to customers my manager gives them 100 percent and more I was very humiliated and hurt how they just stood there and said we don't know you take my money 4000.00 dollars and you don't know why I am overcharged asked for a full refund no was the answered showed the pictures how the furniture is bubbling and peeling send then charged an extra 38000.00 I am desperate customer who needs help no one cares [protected]

Hi, our family purchased multiply items from BRICK back in January, 2012( washer; dryer; fridge; stove range); The sales person at that time: Mr RAJI G AARUSHI suggested to obtain extended warranty for all items and said that if we have no claim after 5 yrs we will be getting our money we spend on insurance for total over $500
I called today to Brick Customer Service and guess what I was told?...I do not qualify as I should claimed within 90 days after 5 years ...This is a rip off ! and a scam by your company as your sales rep NEVER disclosed that information to me! ...I find your sale reps been train only to push sales in the store but MISSING basic customer service standards and legal aspect of NOT disclosing full information to customers!
I'm expecting clarification on this issue within 10 business days ; Otherwise with contact my Solicitor or go to media for further action if required
Please note, I have all original documents and able to submit when require
Thank you,
your truly, Svetlana N; Toronto; Ont

In April of 2017, I purchased a sectional from S Common. The sales person persuaded me to take the extended warranty since I had a dog that had ripped a hole in my previous couch. She advised that the warranty would cover one time any damage that happened to the couch that was not warranty work. When I went to exercise that option, I was advised that I should have read the fine print on the contract (even though you don't receive the contract until after you have paid). The person I talked with (Hayden) was very rude and refused to either give me a refund of the warranty or have the couch repaired. I filed with the BBB and was advised that the extended warranty would be refunded (not the preferred resolution, but better than nothing). I was advised that I needed to contact the store to have the credit applied to my account. I have made 3 attempts so far. The first time I phoned, they advised I needed the Desjardins account # as they didn't have it, the second I took in my statement and they advised I needed the card, the 3rd time (Sat, Aug 12) after having to unpack and find the card (I am selling my house) they could not process the credit without a supervisor override and there was no supervisor until today, Aug 14 so they took down the information on the card and said it would be applied today, I did not need to return. Then I got a call today advising that I needed to return so they could swipe the card. When I complained they called back and said they could have the credit applied with the number only by Head Office. It would take 1 1/2 to 2 weeks. That will miss the billing cycle and the term becomes due in September. I do not want to have to pay the interest on the whole purchase because I want the credit to show. And I do not want to pay the whole bill and wait again for a refund. But that leaves me no choice but to have to return to the store for a 4th attempt to have the credit applied to my DSC account.

Not only was I lied to about the purchase, I was treated very rudely and have nothing but a run around ever since. I will never purchase another item from The Brick and I will never ever recommend The Brick to anyone.

We bought two reclining chairs in march 2016 along with a full 3 year blanket coverage. In in early 2017 chair # 2 developed a lump and the brick replaced it in april 2017. In june 2018 the replacement chair #2 started to blister and peel ( picture blister # 1 and blister #2. On june 25th i submitted a claim form ( event i.D. # 3401678) with pictures. In july 18 i called to check status of claim and was told to call back in a week. A representative from the brick came and took pictures. No response from the brick. Called aug 10th left message . No one returned my call. Called again aug 14th was told the coverage only covered skin for one year. It is obvious the the material on the chair is defective when you compare it to chair # 1 which is over two years old and is quite normal compared to chair #2 ( see pictures blister #1 & 2) which is only 18 months old. The brick should be ashamed to be selling a product of this poor quality . They should also be ashamed to take 50 days to answer my claim

I have sent 2-3 requests via your web page for missing parts.
Last email was 6 days ago and I have still not heard anything back. Nothing

Here is contents of the last email

2018 08 06 This is my second request to have missing parts. I bought 3 appliances from The Brick. The Samsung Fridge your delivery people were unable to get it through the door so they left it on the front porch. According to other appliance delivery they needed to take the doors off. So I was forced to have someone help me. Once we were able to get in and unwrap we found there were no bolts for the fridge handles and no grate for the water / ice dispenser. I contacted Samsung and was told that I must contact the vendor as it is your responsibility. I need this resolved asap

We purchased a sectional in April 2018. When I voiced my concern of the inability to restuff the cushions if the stuffing began to fall or wrinkle, they assured me if anything was to happen it would be in the first 3 years. Within the first 2 months I had noticed wrinkling and falling of the fabric and cushions. We were told to put in a warranty claim which we did. Without any response from the location that we purchased it at I called for a follow up. Someone came and took photos...no introduction of himself...not a word spoken .
My husband then called to follow up once again as we had not heard anything yet again. They told him there was nothing wrong with our furniture and to wait 3 months longer to see if things changed, this made no sense to me as it no does not look like it did upon purchase and will only get worse.
I would like a full refund or replacement if this guaranteed not to happen again apparently that is not an option? I am not happy with my purchase or the service I received. There is only 2 people in the home and the damage is on portions of the sofa are not where we sit.
I am looking for a solution to this situation as soon as possible.
My husband has photos which I can forward upon request as I do not have them.
Please get back to me as soon as possible as I am not satisfied.
Thank you,
Tammy Hrycan

I purchased a sectional with chaise lounge on July 8/18. Delivery was made on July 21/18 with feet missing. I was told by the delivery men that they contacted The Brick to order the feet. I followed up with a phone call and was told someone would get back to me. I was out of town for the week of July 23-27/18. On July 29/18 I went to customer service to make an inquiry on the missing feet. I was told that they would replace the love seat section and delivery would be made on Aug 7/18. That same day I received a call to say they were ordering the feet. Today Aug 7/18 no feet or replacement.

I called and left a message for the manager. He finally returned my call at 8:30 pm. No apology from the manager only excuses. The store had a floor model, plus other sofas in stock. Nothing was done to try to rectify the situation. I bought this sofa so when my company arrived I would have a spare sleeping area. I couldn't even put an air mattress on the floor due to having 2 sofas in my living room.

I asked the Manager if this happened to him as a customer would he think it was okay. Of course he wouldn't answer.

I'm totally disappointed and disgusted with your service.

My spouse and I shopped on your website and found the perfect sofa/chair for us. We were very excited to have a new sofa and chair. We had just purchased a new dining room set from The Brick (online as well). It was such a great experience, we decided to use your website to purchase the living-room furniture. The sofa/chair was set to be delivered on August 4th. (I have the email). I had the old furniture removed by 4:00 pm on August 3rd. It was then 6:30 on August 3rd, and I had not yet had a call from The Brick Delivery...odd...hmm...so I called them. Nope, no delivery she says. She looks up my order and August 8th is the date. I nearly lost my mind! It's the long weekend...and I have a houseful of people coming...and nothing for them to sit on. The new sofa was doing double-duty by being a bed for a guest. Ugh. Horrific weekend...no furniture, so embarrassing. I can guarantee you that nobody who visited me this weekend will ever do business with The Brick. I sent an email to the Belleville store, and was met with good Customer Service from Ivy, the manager. She was fine...offered to comp the delivery charge and a small token item for the inconvenience. Are you kidding? That's the best she could do other than apologize endlessly and empathize. Fine...although in reality...I challenge you to sit in your home for 5 days on the floor or on a patio chair...try to watch a movie or entertain or pretty much anything. So Ivy managed to get my delivery set for the 7th of August. I get the delivery call...and a second one (?) weird, but ok. Delivery was great...except the sofa is defective...the delivery man said that it was defective and should be returned and reordered, etc. They said that they would take care of that...by reporting it to the store. With my recent dealings, I am now having trust issues with the Brick. So, I call myself. Leslie who answers the phone doesn't know what to do. She says she'll figure it out and she'll get back to me in a wee while. I waited 2 hours. Nothing. I called the Belleville store again...got Angela. She was an absolute idiot. I asked for the manager on duty...she tells me she's too busy to speak with me. I nearly lost my mind. She says...hey, if she said she will call - she will. I hung up. I'm really annoyed now.
Barbara, Service Manager calls me at 4:30 pm. She says she wants to have someone come repair it. I said no, that's unacceptable. I don't want it 'repaired' - I want it to be correct from the start. Fine, she says I can't have your sofa to you until next week...so a full 7 days from now. Unacceptable. She got a little snarky with me...at which point I asked her to 'walk back her attitude' because I am the customer, and if she was at the end of the phone with the experience I'd had...she would not be such a poor customer service representative. I now have a delivery scheduled for next Saturday...the 18th of August...on which date there is a family wedding. I said it would have to be here and gone by 12:00 pm, otherwise - after 2:00 pm, nobody will be home. She said she cannot guarantee that. I believe there are ways in which to arrange these things.
I am pretty upset. As things stand today...you have lost 10 x 16 customers since 10 people were here this weekend and are fully aware of the situation...they will tell at least 16 of there friends and relations...so 160 customers. I believe it will be in your best interests to make some sort of compensatory offer for this ridiculous situation.
Thank you for having this site so that I can tell you.

I bought one of these stoves with a flat surface - four cooker. This was a year ago. It had the one year in store warranty and there was an option to buy extended warranty which I declined. I do not know which inisurance company The Brick has this option with but I strongly suspect that it is Industrial Alliance. They have been calling me from all sorts of numbers ever since I told them that I was not interested in extending the warranty. I am here listing the dates and numbers for the last 10 calls
7082018 1309 [protected]
6082018 1250 [protected]
3082018 1355 [protected]
1082018 1223 [protected]
[protected] 1048 [protected]
[protected] 1218 [protected]
[protected] 2000 [protected]
[protected] 1638 [protected]
[protected] 1007 [protected]
[protected] 2309 [protected]

As I bought the stove from The Brick, and did not give authorization to give my telephone number to a third party, I am asking and have been, to have these calls stopped. I WILL NOT extend the warranty on the stove and this is simply harassment.

I called this morning to see if my table was ready for pick up. I selected 2 for English and 3 for pickup info. I was put on hold for 25 minutes before I even had a chance to ask what I needed. I hung up and called back but chose 2 for sales departments. The same lady answers and puts me on hold. A man picks up and immediately puts me on hold and then she picks up and puts me on hold again. 5 minutes later, I call back (with my other phone while keeping the one on hold open) and select 1 for French and 3 for pick up info. AND GUESS WHAT? the lady answers me! I ask her how come she hasn't answered my other call and she spews out some bs about them not knowing who presses English or French. Such horrible customer service. I'll never go back there. I'm disgusted. A politically motivated furniture store with ignorant employees.

We purchased a chest of drawers and a Bremen bookcase from salesperson Navah at the Granville Brick in Vancouver. We also paid for the delivery service.

Today the delivery men brought the items. They did not offer to take off their shoes. They left the box holding the parts for the bookcase on the floor so I did not notice until this evening when we moved the box and started to assemble it that they left 4 large marks on my carpet, either from their dirty shoes or from dragging the chest across the carpet. These marks were not there prior to the delivery men's arrival.

Nor was the black mark they left on my wall.

To make matters worse, the bookcase is of extremely poor quality. The first shelf split when I screwed in a single screw. We could not believe the poor quality of the wood. We will be returning this awful product.

I called the Brick numerous times this evening, as your voicemail and your website both said that you are open until 9 pm on Fridays. Yet no one answered. As we want this dealt with immediately, I attended at your store at 8:40 pm to find that the store was closed and your sign says you close at 8 pm, despite the fact that your website and phone number say you are open until 9 pm.

This is my first experience with the Brick. Is this the way the Brick normally runs its business?

I'm writing you with hopes of someone understanding my situation and position. Although I am certain that these things happen, and it is not the first case, I am left with such discouragement and sadness after this situation. After receiving no support, I am hoping someone higher will hear this out.
It all started when on May 19, 2018 I went to The Brick in Kirkland Quebec, to buy some appliances for a home purchase I just finalized.
To start with, I received the poorest service I have ever received in my life. I myself, work I customer service/ project management and fully understand the meaning of it, but that day, it was very poor. Telling myself that I know enough about appliances to be able to figure this out on my own, I made no big deal about the service and carried on with my purchases.
When I came to the store, I knew exactly what I wanted and needed, my price range, and was going to make this trip short and sweet. Unfortunately, the representative that was with me was less than knowledgeable about the products and very unhelpful. I ended up having to do the leg work myself and finding what I needed and the information on the products that interested me. Any question I had, this individual could not answer. So, I had to do some online research, right there at the store. That shouldn't happen, but it did. Still, made nothing of it, completed my purchase a few dollars short of 5, 000$ and I'm sure he still made commission from it, without even trying. That day, I was also told that every item I purchased was in stock. I was assured that everything will be okay, and I will receive everything on time. With this sales representative, we looked at the system, and chose a delivery date of July 23rd 2018.

Fast forward to July 3rd, I had called the store because I lost my original bill copy and wanted to know if it could be sent by email. It was. During that call, I decided I will still ask if everything is in stock and we are good to go for the 23rd. I was once again assured that everything is okay, in stock and I can expect the delivery as planned. I was told someone will contact me about a week before delivery to confirm everything. I was happy in that moment.
Friday July 20th 2018, a few days before my move, I had received no call or confirmation. I decided I will call and check in myself.
From this point, everything got worse and worse.
I call and was told that the fridge is not in stock and is expected to be stock in a week or two. No concrete date for when. That was shocking. Wasn't everything in stock?
I was told by the agent that there was nothing they could do. So, no help there and no willingness to problem resolve. I asked if I could have a different fridge that IS in stock and can be delivered on the 23rd, since a fridge is a necessity and I have a family to feed. We could not keep eating in restaurants with young children who also have allergies. The agent told me that only my rep who sold me this, could check into that. I was put on hold and second later, told that this rep no longer worked for the company.
That's fine I said and asked to be transferred to someone else who could help with this.
The person I was finally transferred to seemed less than pleased to speak with me. I felt like I was the biggest inconvenience to his day and practically had to beg to help me, after explaining the situation and how important it is for me to have a fridge delivered when I had planned it.

As a result, I kept getting excuses for why things went the way they went, uncooperative behavior and displease over the phone.
It didn't really matter to me why this was so missed. What mattered is to resolve the situation, but nobody was helping. With elevated stress of a move, this was difficult. I'm asking for help but receiving none. Nobody was human enough to understand this frustration and necessity of a fridge. I had to explain that it is not a dish washer or washing machine that I could make due with for a little while. It's a fridge. Were we expected to spend hundreds of dollars out of our pocket, and feed children in restaurants for an undetermined period, spending money we shouldn't have to spend because of a mistake the company did? A client should never pay for something that the ball was completely dropped on, by the company itself.

Nobody was accommodating. Nobody wanted to help.
First, I was told by the first agent that nothing can be done, and I have to wait. I did not find that very helpful, honestly.
Secondly, If I would have never called, I would have never even known. I would have either received a partial shipment, or nothing at all with no explanation. And imagine the shock that would have been to get no fridge and have kids around you. This wasn't an easy situation.

The excuses I received by the replacement representative I was transferred to is "It's moving season. We don't have the stock".
Firstly, moving day In Quebec is July 1st, and secondly I explained, I shopped 2 months in advance to
avoid this sort of issue. I did my job planning. It was so sad to see how this completely fell through the cracks. Now, with 2 days left to pack the family and move, I had to spend continuous hours on the phone to resolve an issue I didn't want to have and made sure I took care of, 2 months prior of the move date.
My request was simple at that point. I just wanted a fridge delivered to me on Monday. I asked to find an in-stock replacement, for the same price I paid, that we could get out in the few days.
The representative did that, but the model he sent me, I disliked.
That was brushed aside, and I was told, well this is the only model and that he didn't even know if he could get stock on it.
Was I expected to accept a model, I did NOT like, just for the sake of having a fridge, because of a mistake made by Brick ?
I politely offered him to look online at some models that I could be interested in, and then that I'll call him back and he could see if he could get any one of them, and at the same price as the Fridge I did order. I understand there was some money lost for the store there, but it would have been greatly appreciated if I would have been accommodated.
All the models I did end up asking about, they couldn't price match as an exception. I didn't exactly choose models that were thousands of $ over the price mine was. I was told I can have them, but need to pay 500$+ out of my pocket because they can only lower the price by a couple of hundred.
Why ? why did I need to pay out of my pocket, when I already purchased everything, paid for it, made my budgets. This wasn't fair.
This representative told me he doesn't have the authority to drop the prices by that much. I asked to speak to a manager directly.
Fast forwarding hours into Friday the 20th, This manager is fully aware I want to speak to him/her and was NOT calling back. They kept having the representative call me, with no resolution, or authority to try to do anything for me, and be the middle person.
The frustration was beyond what words can explain. I simply wanted to speak to this manager who seems to be the only one who can maybe help, and I was getting ignored completely. At least 6 times, I asked to be transferred and then was told he will call me. He did not, until the very evening. This managers excuse, was that he knew I called many times but didn't want to speak to me until he had a solution.
This was so upsetting to hear. That is not client orientated at all. I would have appreciated him picking up the first time or returning ANY one of my calls and letting me know that he is looking into it.
when finally talking to him; there was no solution. He said it looks like there is no stock, and if there is, I need to pay more out of my pocket, and that he wasn't sure when the model I chose will come in but will have to call me back on Saturday the 21st to confirm everything and what we will do.
Its Friday evening at this point, I'm tired, stressed, have kids running around and a house to pack and move and I spent most of my day on the phone, being ignored at how this whole thing completely fell through, in every department.

Saturday comes and close to the end of the day, I finally got a call. There was no resolution, as predicated. My model was going to come in about a week to two weeks from that day, he could do a second free delivery for the fridge when it does come in, and that's about it.
To add to all that, he said my first and now partial delivery that is scheduled for the 23rd, is impossible to complete because Brick does not deliver on Mondays.
… Again, just one more dysfunction in this whole situation. I sat in front of the computer when I originally purchased the appliances and the Brick computer system gives options for delivery dates. Monday the 23rd, was one of them. Now, suddenly, it wasn't an option and the store doesn't deliver those days. Now I found myself in a position where I must switch my already planned time off and work days, to different days because of this delivery. This, inevitably causing issues at work as I am a project manager and had planned my work and everything, around that Monday being off. Now I needed to take 2, unpaid, different days off, to accommodate The Brick for delivery.
I'm crying at this point, but honestly, there was no human approach anywhere in this whole story. Nobody could care less.
Finally this manager who called me on Saturday, gave me the bad news but assured me that I am on his top priority list, he is watching the stock and will call me the second the fridge comes in, personally.

I asked if the store can accommodate in any way; gift cards, store credits or anything really, since I found myself in a position where I have to eat out in restaurants with my family, and take un paid time off work. That's hundreds of dollars.
The day before the partial delivery for all appliances, I called to make sure my delivery is still on for the day after (which ended up being July 25th, and not 23rd as Planned) I was told yes, and that ALSO the fridge is scheduled for the day after.
Another shock! It's in stock? I got no call, not even from this manager. In fact, I never heard from that person again. Nothing, after promised to stay on contact and personally figure out a way to accommodate or compensate me.
And, who scheduled delivery without advising me? At this point the whole situation was unacceptable, and so poorly managed by all involved. After everything that happened and went wrong, I received the fridge. Was it all worth it now? I don't know. This was too stressful and too upsetting about how the company handled this case.
I myself, am understanding. Mistakes happen and in our customer service world, we deal with it every day. But in all my life, I have never received such poor, unprofessional and unhelpful service.
I'm not naming names of people I spoke to. I never thought I would find myself in a position, having to reach out to a head office . My point of this letting is not to have someone in trouble. But I would like it if someone heard me out. Implemented ways that the system could better in the store. Gave some customer service training or anything else to improve the process and how cases get handled.
I would appreciate it if someone could call me or write back to me. I know it's not much and seems like such a silly issue, but when your world is uprooted and the stressors were at the maximum level, this was devastation and exhausting to myself and my family. We ended up eating out, spending a ton of money too. There was no understanding or compensation from the store for any of this. No credit, no gift cards, nothing. There wasn't even a proper apology and that hurt most.

We purchased a leather reclining sofa and loveseat, bedroom set including bed, head and footboard, dresser and side table.
Picked them up at the distribution centre in west Edmonton on July 17. We they were unpacked at home we discovered the majority of items were damaged including.

Dresser leg broken to pieces in box
Bed base has chunk missing
Footboard has damage to corner
Nightstand has damage to corner
These pieces were all in boxes with protective cardboard corners still intact as seen in pictures provided so there is no way it could be damage from us moving them rather right from the manufacturer.

The couch clearly was slid around causing extensive damage to the back right down into the wood framing, there is far too much damage to be caused by us. This is obviously from sliding during the many loading and off loading during transport to the distribution centre. We never slid this couch because we definitely don't want our new expensive couch damaged.

I was sure to email pictures the next day to be proactive about getting a resolution for this and called the south common brick for instructions which I was told to send the email with pictures and someone would get back to me ... that never happened I had to call several more times and I have been getting the run around from the south common customer service, I can never talk to manager they either don't pick up or they are not in the store. Never have I gotten a phone call returned regarding my issue.
I was told on July 25 that the bedroom set would be replaced and delivered to me and she would call me back when she knew of a delivery date ... that never happened. I was also told that same day that they would not replace the couch because the damage was from sliding it ... which yes is very obvious but again the amount of sliding that had to have happened to damage it that extensively is definitely not from us bringing it home ... also why would be risk damaging our brand new furniture by sliding it ... that doesn't make any sense.
I called today, July 30/18 to check on the status of my bedroom set and was told that she couldn't confirm it would be replaced and delivered. This is completely different from what I was told on July 25/18. She told me there was no manager to speak with and there wouldn't be one in store until July 16/18 at 1:30 pm.

Very unhappy with the bricks customer service, no one is willing to help, just passing it off to the next person whose never there and Getting told someone will call you back when they never do.

I purchased mattress and it was booked for delivery on Sunday July 29. I was expecting a call on Saturday July 28 to be notified of exact delivery time window. Instead, I was informed that the mattress will not be delivered on Sunday - instead it will be delivered on Tuesday July 31. This is frustrating and even worse unacceptable. I made an arrangement to be home on Sunday. No one is going to be home during weekdays. My 9 daughter for whom I bight the product is eagerly y waiting for her mattress to arrive. Nothing is impossible if the Brick has the will to deliver its promises. I feel my business is not valued.

I have a few issues I placed a order with your company. They advised me the set I wanted was going to be delivered June28. They called me a week before to tell me that all of the pieces will not be here the headboard won't arrive until the end of July. The bed arrives we unbox everything an on the leg of the chest and the leg of the nights stabd the wood is chipped. To make matters worse what they didn't tell us was we couldn't put the bed together with out the headboard piece which was a MAYJOR inconvenience. I contacted the company multiple time for the last 3 weeks sent pictures. I have received no call back. I called them yesterday someone was suppose to give me a call back that day I still have not received a call back. I'm highly disappointed in the lack of communication and low quality of customer care. I buy all my furniture from the brick but I will not purchase again. An I would like these two items replaced because I did not pay full price for two damaged items.