The Brick
reviews and complaints

We purchased a coffee table as well as the dining set at The Bricks at (West Hunt Club location, Ottawa, Ontarion). Both items were damaged. Called to the store noone answered for a day. Went to the store 3 times to see the manager she wasn't there. Finally talked to her she scheduled the delivery for exchange the items without even asking the home address where to deliver it. She put the wrong address on file. Called her when received the email about delivery and saw the wrong address she blamed us for putting the wrong address and said that she asked us but she didn't. I took a day off at work to receive the delivery and they didn't come because she didn't change the address even though I called her a day before.
We wanted to return the items she said The Bricks doesn't accept returns. We don't want anything from this store. Who will compensate our time, money we lost for taking a day off, gas we spent on coming 3 times to the store for nothing because she is always on a break or not there? Customer service is awful. I will call my bank to cancel all purchases I made at The Bricks. I am not paying for damaged products and I don't have time to stay on my phone for days reach someone to schedule appointments. I wasted so many days, money, energy.

Submitted a warranty claim to the Brick for a defective mattress and they won't honour it. The side has collapsed 40% but they say that's not part of the warranty. There are permanent body indentations of 1.5 inches but they claim the indents need to be 2 inches. The store representative in London told us they had multiple issues with the specific mattress we purchased and the manufacturer had a bad lot, but the warranty department doesn't care. The salesman told us buying the over priced mattress cover would give us additional warranty but the warranty deprtment tells us that's not true. What is true Brick? That once we leave the store and you have our money, you don't care about standing up for your claims of warranty and customer satisfaction. I have spent thousands at the Brick over the years and you have seen the last penny you will ever get from me. Good job!

I bought 3 appliances from the brick 6 years ago. The dishwasher was nothing but trouble - a true lemon in every sense of the word. It was a Bosch - a lesser priced - piece of junk maybe? I was blinded by the name. I now see clearly. (Yes I talked to brick - yes I had a repairman twice- yes I talked to Bosch) The latest repairman said it needs over $350 - water valve or something. He says it had been leaking so on top of this it could have caused a flood for the 11 floors below me.
The oven I was just told this morning needs a new information system? panel? - brain I guess. Over $500.00 for a fix. I live alone - with my cat - I probably used the oven 2 years worth of times. My cat doesn't cook, too lazy.
I'm goofing around because I know this is for basically getting things off your back.
Back in the day I bought a second hand Fischer Price high chair. I wrote (yes) to them told them it was second hand and could I order a new plastic arm as it was cracked.
Meanwhile I went to the Dr (yes this is connected) and found out I was expecting my 2nd baby.
I had a notice from post office that day from fisher price - it was a brand new high chair! Just because !
Moral of story back in day - companies listened / read your concerns and went out of there way to try to fix or help.
Anyway hope someone had a laugh. It would be great if The Brick actually read these.
Michele
Calgary

A series of items were purchased in early May 2019 online for my 94 year old father from the Brick. The items were delivered May 22nd to his new apartment. When first seen on May 25th after we moved him from Montreal to his new Ottawa apartment, it was immediately apparent that two of the items were not appropriate to his needs; a duvet cover set and the mattress.
In terms of the duvet cover, he simply did not need it (the room was warm enough for him and he would not be purchasing a duvet). In terms of the mattress, when put on the new bed that was also purchased, the mattress was too high off the ground for him to safely get in and out of the bed. He did try but was so afraid of falling he decided he could only safely sleep on his old couch.
I went into the Ottawa West Brick store and explained this to the staff on May 27th. They said it was store policy to not take a mattress back for at least 21 days given concerns that some clients just need time to get used to the mattress. In terms of the duvet cover set, they said they could not take this back as it was a hygiene issue. I had the set with me and showed that it had never been opened. They said this did not matter as this was the policy. I said that every online purchase I had ever made allowed returns of unopened and unused items and that this did not make sense.
On the matter of the mattress, I said that this too made no sense given the risk to the senior citizen of falling off the bed. They said he should have tried this first in the store. I explained that this was not possible given he is not very mobile and we were purchasing the item online in another city. They said they could do nothing given the policies, though politely said they agreed with me. I asked to speak to the store manager who they said was not in and would call me the next day (May 28th) after they explained the situation to him. I received no call and on May 29th I called the store and asked to speak to the manager. I left my name and number with the staff person who said they would pass it on. I did not get a call back.
On June 3rd I again called and was told the manager does not work Mondays and that they would get the manager to call me back the next day. I again did not receive a call.
On June 4th I sent a message to the Brick via their website outlining the situation as described here. There was not acknowledgement of that message and I never heard back.
One June 15th I submitted a claim via the Brick website to have the mattress returned as the 3 week period had passed. I filled out all the required information and provided the required pictures showing the mattress unused and on the floor as my dad was not going to be sleeping on it while in the bed we purchased given the risk of falling. On June 19th I received an email saying the claim to return the mattress was being denied as there was no evidence of a manufacturing defect.
I had done everything possible to try and resolve this matter. I went to a local store. I tried to speak to the store manager. I sent a message to the Brick through their website. I filled out their claim form and was denied. All this time my 94 father had been afraid to sleep in the bed he purchased and had an untouched duvet set he will never use.
In terms of the mattress, the Brick's website says things like "Your sleep comfort is guaranteed from the first night." It provides details like, When you purchase a mattress set from The Brick, you can take 90 days to ensure you're comfortable. If you're not getting a terrific sleep with your new set, you can make a one-time reselection. It says "We encourage you to use your new sleep set for at least 21 days before requesting a one-time reselection." It does not say that it will not take back a mattress unless you wait at least 21 days.
Unfortunately with the Brick refusing to communicate, I had to file a complaint with the Better Business Bureau in Alberta where there head office is located in the hope that this would generate a response. It did. I received in writing the option of returning or exchanging the products I did not want. I said I wanted to return the bed, mattress, bed cover which went with the mattress, and duvet cover. I subsequently received a call from the store manager I had been trying to reach who apologized and said they would promptly arrange for pickup of the products that were not wanted. Thinking about other people finding themselves in this situation, I asked about the procedures and policies that led to this situation and he said that this is being addressed. I thanked him. I was told to dismantle the bed which we had paid someone to assemble properly.
As with delivery, we needed to wait within a three hour window for the products to be picked up. When they arrived for the pickup they refused the take the mattress as it was not in a plastic bag. I was never told this was needed and did not have the bag from when the mattress was first delivered. The staff doing the pickup advised to go the store to get a bag and they would then come and pick it up.
I immediately called the store to resolve this, but there was no one answering the phone. I waited on the line for someone to pick up but after over a minute of waiting a message comes on saying all circuits are busy and to try again later. The system then hung up on me. In fact it took 7 calls before anyone answered. I even sent the store an email in the hope this might get a response which never came.
Ultimately I went to the store to pick up the bag and again put aside three hours to wait for the mattress to be picked up, which did happen.
Five days later I had yet to see a refund for the purchase. I called the store and again no answer. I emailed and again no answer. After 7 call attempts someone finally answered and eventually I received a call from their accounting department to confirm the refund.
I have lost track of how much time has been spent dealing with The Brick on this. It took only minutes to spend thousands of dollars online, but weeks to try and resolve a problem that could have been dealt with simply and promptly. Poor policies and procedures, poor employee attitude, and a lack of common sense and compassion for the customer, means buyer beware and stay clear of The Brick.

Be careful when buying something from the brick... you could be missing parts. I recently bought a microwave from the brick and the employee ensured me that all the pieces were included. That was not the case as I was missing a main piece. I would recommend double checking your product as you only have three days to report something missing. The manager did nothing to help, so pretty much was useless. I was very disappointed with the horrible customer service.

Eugenie Bruce
[protected]

Refund and Reimbursement

Complaint

BK COQ The Brick Coquitlam #2Q
14010
604-941-0808

To Dave Freeman President, Human Resources, Customer Service

We have purchased two Brand new fridges from, The Brick in Coquitlam BC on the 23rd of May 2019 and was assured from the manager Ami, the color we choose will arrive on the delivery date with no issues.
When the fridges arrived, immediately we had concerns and called the store manager, Ami and complained about the color of the LG fridge that wasn't the one we chose, that the delivery guys brought to our home. Ami, asked to speak to the delivery person, she stated if it's already on the floor just leave it with them. The delivery man said no both of their old fridges are already on the truck and I have the new LG fridge on the back of the truck and she doesn't want it in her home, As it is not the color she requested and cannot force her to take it. This was the attitude from Ami the Store Manager from The Brick. She has been giving us the runaround since then till now, just to get our money back since we were unsatisfied since the delivery date the 25th of May 2019. She first told us no problem we will refund the full balance. Then told us to wait till we receive The Brick Card to reverse the transactions. At this point They haven't arrange a pick-up date for the smaller fridge and now they are trying to convince us that we have to keep the fridge, that they first brought in our home that is still wrapped up in plastic. She told us to contact The Brick's Head Office and to get notes put on our file to return the smaller fridge. We contacted the Head Office and they said that they don't deal with any merchandise from the stores and they don't have any file on us and Ami the store Manager should refund our money. We told Ami this and she had nothing else to say to us, only that we should contact the company of the fridge to get a technician to come to our house to see if it needs replacement. Originally both fridges were on one invoice but on July 3rd we went to the brick for reimbursement and to refund the monies from The Brick card, they even had trouble finding our invoice, instead "both fridges were on two, completely different invoices". The lady at the desk even said that's not right, as they should be on one invoice, not two separate ones.

I purchased a dresser from the Richmond Hill store and the dresser is not as shown on website. Drawers are not deep enough and barely holds any clothing. I called the store and apparently there is no returns. This is ridiculous for online sales.

I would like to have the dresser returned and refunded.
Order #071294EDVN.

My email: [protected]@mpmichaudgroup.com

My name is Amandeep Handa and I purchased furniture for my house in 2016 and bought almost everything from to mattress to dining table to chairs, office table, lamps etc. etc. and paid amount more than 10k and I was guided by the sales person Vikas Kapoor that we should buy warranty for 5 years as well which I did . Now when I was having safety issues with the furniture I called up again to the same Brick agent and asked for help . He mentioned that I need to file a claim online which I did . A guy came for inspection and took the pictures etc. This was 1 month ago and I didn't hear back from Brick so I called again and talked to the customer serv rep and she informed me that parts have been ordered and will be delivered for repair in a months time for sofa only as that's the only item which has been covered. I was shocked to hear that because I was made to sign the documents in good faith by the Sales person . Then this customer service person on call put me on hold and later came back letting me know that only office chair is something this warranty covers . I was again shocked by the different statement by the same person at this stage. Then I requested to connect me to Manager, she came on call Ms.Yonna Slupek, highly unprofessional and kept on repeating the statement what the warranty was covering . I told her to help me she was again repeating the statements trying to tease me further as I am already so much disheartened and Unhappy with Brick . To me it seems that Brick is running the show on misleading statements and its a Fraud and I ve been cheated since I had good faith on the people at Brick Heartland Mississauga be it Vikas Kapoor or Yonna Slupek but in total I have been cheated and all I have now is Bad taste of Brick, Bitter customer service and broken, unsafe furniture . Totally unexpected, unprofessional and fraudulent experience from Brick . I will report it to the next level to the civil court as well if required. This was completely unexpected and will strongly take it further and also strongly condemn Brick to anyone I can .

I purchased a washer after I made sure with the seller that I need 110 volt, they delivered me a washer 220 volt and how I can use this washer. The don't give my money back and they don't have 110 volt in same style of washer. No choice I had to choose another one. Since I got another style washer I have same problem. By the time the washer has to stop, will restart again by itself and takes for more than 2 hours to wash. I called back and forth many times, the technicians will come, takes a look and tells me, "this is not a smart machine, this is a stupid machine. They go and that's it. Even though I bought extended warranty for 4 years, the extended warranty is provided by the brick, the don't help anyway top of that I bought extended warranty not knowing that it is provided by the brick. Customer service are lairs, they roll their eyes, they can be very rood and disrespectful. When you enter the brick, you will see big smile on everyone's face, once you purchased something and had a problem with it, you will see their real face. I really want people to know, do a favor to yourself and don't go to the brick furniture. They are the biggest scammers, liars, and they don;t have a shame of being liars, and also they charge you for an item that you returned and you don't get your money back. They charged me for a mattress that I returned with the same driver that delivered me another item and I still paid for the mattress that I don't have. If the brick has to offer me the whole entire store for free, I will tell them go to hell you and your free items.

My husband purchased a washer and dryer and arranged to have it delivered and our old appliances removed. We have a century home and our laundry appliances are installed under a counter.
It was clear as soon as the driver left that the depth of the units was such that they did not fit.
My husband made 5-6 calls to the sales rep but was not able to contact her and she did not respond to messages. He also sent emails and 3 days later was informed that once delivered the Brick has a "no return" policy, which was never explained to us.
So now we have 2 brand new appliances sitting at our front door (still have stickers on them) and no working washer or dryers - to make it worse our house is for sale and we can't hide these appliances and if the Brick won't exchange them I will have to buy more.
I am very disappointed and wish I had gone to Home Depot for this purchase.
Debbie Ciccotelli [protected]

I purchased over $2000 items on June 25th, 2019 from the Brick store located in Ottawa, Hunt Club Rd W, K2G 5W5. They delivered all items after a few days which
turned out that one of the boxes for sectional bed has badly damaged internally. We immediately reported to the store and asked for the replacement or exchange. They gave us a timeline of 10 days to deliver the replacement. Now it's been over three weeks that we have not received the item yet. I called the store three times and tried to speak with the store manager but every time after holding me on the phone for about 10 to 15 minutes, the phone receptionist would tell me the manager was not available! I even tried to reach the regional office in Ottawa and talk to someone who is in charge. Still, no clear answer and all I got was" sorry sir there is nothing that we can do right now, you have to wait at least until the end of this week!".
As it is clear from the attached photo that there are three large boxes in the middle of our living room which has made the house look messy! My wife and I are so mad at your company for such terrible customer service. We were waiting for the whole day from the regional office or the store to someone calls us to follow up on our complaint. The store even ignored us after they requested us to leave the contact info for follow up calls from the manager. We know a couple of my friends who have had a similar experience for purchasing from the Brick however we ignored all those experiences, thought positively and stepped into the store. Now, this is our experience! We are expecting you to follow your policies to satisfy your customers instead of responding passively. My wife and I are completely disappointed and convinced to collect all evidence to sue your company since all the evidence supports our rights as a customer. We are really regretted to spend time to remind your duties instead of enjoying our purchases!

M. Panjtandoust
[protected]

My wife and I bought two bed frames, dresser and nightstand. They are poor quality and don't function properly. The dresser drawers are loose and wobble and the bed also is not stable. We were not able to let the brick know within 2 days of delivery (a requirement) because We had them delivered to our house and then had to take them to our vacation property where th brick doesn't deliver so was outside is the 2 day window. They will do nothing for us - nothing - no store credit not even a discounted credit. We only opened two of the four items. The others are still brand new in the box. Beware thy even if you do buy something that may not look great or is poor quality they do not take it back - there is no customer satisfaction and the shopping experience is not good as advertised. We are stuck with $1800 of furniture. I pointed out to them that I was not able to view the product at the store as it said online only and was told "it's on you" because we took a chance buying it without being able to see. Why would hey care when they have no accountability? Ive been a very good customer at the brick over the years but I see that means nothing. My wife has asked to speak to someone at head office but they only have an online request and refer the store to call you and have never received a call back as requested from the manager or the clerk I spoke to at the store despite repeated attempts. There seems to be no way to reach head office. They can take your money and sell you junk and not have to worry because it's on you. Think carefully before you purchase anything at The Brick.

I always avoid writing reviews about organizations but sadly this is the second I will be writing about the brick in less than a year. It is not only sad but a huge regrets buying from this company. Unfortunately for me, I decided to buy all the appliances and furniture from them. I have had issues with over 90% of what I bought from them and they had come to replace or repair virtually everything.

My recent one was with the refrigerator and even though there is a warranty with Samsung and I equally paid for an extended warranty, it has been a battle for over a month. We have had to call Samsung and the brick severally. When the decision was made, Samsung told us the brick will call to arrange a replacement. We waited for over a week and later called the brick, only for them to tell us everything had been prepared and they were waiting for us to call them. Imagine that we have had our food spoilt because the refrigerator was not working for close to a month and the floor damaged. We needed to resolve this so we made no fuss about this. Then another shock was that we have to pay for delivery. Wow! No one really actually cares for what we are passing through. Off course, after long story, we had to pay and the delivery guys came today and then another bombshell.

They requested we have to look for the refrigerator water valve to turn it off because they instructed them not to touch anything. We never did when the initial delivery/installation was done. It took me a while to figure that out. Then they insisted we have to handle the removal of the water lines/uninstallation of the damaged fridge and install the new one they brought. I never did this before now, especially when they brought the first one. The delivery guys were so cold, insensitive and inconsiderate - they care less. But then when you called the customer service of a company and they kept dropping calls on you, you wonder if such organization understand or teach anything call customer service to their staff. The delivery guys walked out on us, we still have the problem, the brick is not facing what we are facing and so they care more about their next "victim".

Worst in service I have ever encountered in my entire life!