The Brick
Reviews and Complaints

In December of 2023 the two delivery men they sent to deliver my refrigerator were extremely rude and unprofessional, one of them even started cursing. Right from the beginning they were complaining about everything. They were supposed to wear masks but did not. They had no ramp set up from their truck and were about to roughly 'drop' the refrigerator onto the road but saw me watching and restrained themselves. They took the styrofoam cover off the fridge bottom and let it sit on the snow and dirty road. They were crude and disrespectful and would not give me a moment to inspect the appliance before signing the form. I did not feel safe letting these two delivery men into my home so I had them leave my appliance on the doorstep, which meant I had to annoyingly drag it in and install it myself. Considering we paid for the delivery and were treated poorly, I will never buy from The Brick again. This was a really bad experience.

I went into the store (huntclub, Ottawa) to buy a bed for my 94 year old father. I looked at beauty rest mattress and box spring. I mentioned I had concerns about the height as my father is elderly. The sales person told me that they had a 5 inch box spring which she would show me. The height was acceptable. I was going to buy the box spring, mattress and metal frame. She showed me another frame which included a head board. I purchased that along with the rest. When it was delivered, we put it together and it was higher than the one in the store and was not safe. We opted to put the mattress directly on the slats of the frame. it is stilll very high but better than with the box spring. I phoned and asked about returning the box spring and was told that i couldn't. I said it seems that the height of the bed was misrepresented when purchasing as it was not the height that was shown to me in the store. The customer service representative said that a Manager would phone me back within an hour. 24 hours later I phoned back and (i believe) got the same customer service person and she asked me to hold again. Then she came back and said the Manager (who couldn't take the time to speak with me) said that they don't take these products back and if they did there would be a re-stocking fee. This is unacceptable to me.

We purchased extended warranty for our Fridge, and it took 20 days to repair it finally. Few things to note regarding this complaint:

From initial call to actually having someone inspection the Fridge 7 Days.

We had no Fridge for 10 Days, and only got a loaner post BBB complaint and few escalations through Head Office. The local store offered a Beer Fridge? as a loaner for a 36 Cubic ft. or Pick up a loaner at your own expenses with an extended protection product purchased. No reimbursement for the lost groceries yet, and the 11 days without a fridge, we were told by the technician at least it's cold outside?

7 Days to have a technician

19 days to have it repaired post receipt of parts

11 days without a fridge

Max amount Brick offers on the form for lost groceries is $ 300 CAD in 2023?

No daily allowance for No fridge for a family of 5 for 11 days.

No follow up by the Brick/ Store to close the ticket.

I am sure I am not the only customer with this type of compliant/issue, it's very disappointing to see big companies take advantage of the customers without any resolution(s) for customer loyalty. I will not ever purchase anything from the Brick, and will make sure to share my experience with anyone considering The Brick for future purchases.

I purchased a sofa and received it in November 2022. By October 2023 the fabric was pilling. I have had other fabric sofas and chairs in the past and this has never happened. I called the store today and spoke to a rep and manager in customer service and was told that there was nothing that could be done about this as far as a return or exchange. It was recommended that I use a fabric shaver.

I am very disappointed in the quality of the sofa I purchased and unless the sofa can be exchanged or returned I will not shop at the Brick in the future.

About two months ago, I bought bed sofa from your company, and after the purchase, I noticed that there was a nail under the furniture, which caused the fabric to tear when the bed was opened. Two months still no action has been taken. Considering that this defect is due to the structure of the furniture itself and the place of tear is exactly in the middle of the bed and if it is repaired it will not look good, I would like to change the furniture as soon as possible. The first time, the technician wrote that we should wait for a new part, but after 3 weeks, they said that the new part will not arrive, and the technician came again and said that he can only remove the nail. Please agree with the complete replacement of the sofa part.

I bought a mattress from the Richmond Hill, Ontario L4B 4M6 store on Dec 23, 2023 and the item was delivered to me on Dec 25 around 11am. When your delivery team tried to backup the truck on the driveway, they knocked down my metal mailbox and damaged it. Now the mailbox is fallen off from its base. (video clips attached). I want to know how Brick is going to fix it for me!

The inovice number is 1123347TARM

Will never shop at the Brick! I need a fridge, I dont have a lot of money so I went online and ordered the items from lowest to highest. I found a fridge listed for . It was just my luck I happened on the listing. I added it to the cart scheduled preferred delivery date and completed the transaction. A few days later I get a call from the manager that they can't fulfill the order because they would lose too much money. TOO BAD! When you make a mistake you should honour it. I did not do anything sketchy. I didn't try to buy 5 fridges and I didnt post the fridge on redflag deals or anything to make hundreds more people get the fridge. He said the fridge is available but he cant reserve it for me. Now when I log on it says order cancelled and reason given is "customer" are you crazy? why would I ever cancel the order. You guys are terrible. You are a huge company and sometimes you have to a take a loss when you make a mistake. When I called trying to get a hold of customer service I spoke to a few other Brick managers who said they would have honoured it because the mistake is on them and reputation matters. But of course the location in scarborough at 19 william kitchen road does not want to honour it at all. Ive sent in online complaints and ive called "head office" twice and noone is responding. I didnt accept the fridge at "cost value" and I dont want any other offer I want/need my fridge at the price I was promised. I don't care what excuse they might give about glitches or they aren't responsible for the wrong pricing online, yes you are! Its 2023 if you arent checking your online pricing youre a dismal business since most people now a days shop online. Messge to you all is that the Brick can't be trusted, well to home depot I go.

I bought this sofa on October 14, 2021. The salesperson Vineet forcefully made me buy the extended warranty even though I did not want to buy it. He saw my infant kids and kept shoving the warranty down my throat. His reasoning was I have toddlers and a baby an this would protect me in case of stains due to drawing / paintning / colouring on the sofa. I ended up paying $569.99 + tax for the warranty that I did not want. So fast forward, there are painit stains on the sofa due to my kids. I file a warranty / protection claim. Guess what happens? The Brick denies my claim stating willful abuse, neglect /misuse. So basically, the Brick is refusing my claim for the exact reason they sold me the extended warranty would protect me from. I feel robbed/ taken advantage of. You should not be shoving down the warranty on customers when you don't have any intention to honor it. I need someone to help me resolve this issue.

I bought and paid for a fridge back in sept. 11th. I was supposed to receive the fridge by sept. 30th. I\ve received phone calls to see if i'd be home for the delivery, no delivery was ever made. I've had to cancel 3- doctors appointments so far just to waite for the fridge. I received a phone call saturday oct-28th that i couldn't understand but they also e-mailed me saying that the fridge was in missasaga ontario and that i'd have to hire gardwine to pick it up at my expence. When i was billed for the fridge i paid 149.95 plus pst and gst for delivery. All delivery charges are paid for. I told them for the 3rd. Time to just refund me the money i paid out and keep the fridge. Now tomorrow i've got a doctors appointment that i can't miss regardless what the outcome is. The brick has delivered other items to my house before i don't know why i'm getting such a runaround this time. Just give me my money back and i'll never do buisness with the brick again. Hugh

We purchased 5 new kitchen appliances late December 2001 delivery. Aprox. cost $9,000.00 including extended Warrenty. Our electric cook top knobs to turn the stove on and off started slipping in June this year. We now have 4 broken knobs and at this point we can only use one burner. All of the knobs have cracked and split inside, all being plastic. We went back to the Brick to show them what was happening. We then contacted King and State about the Warrenty. They said the only thing they don't cover are the knobs.We saved to get these new appliances on our pension and were trusted to understand we had excellent appliances and the best investment with the Warrenty at $660.00. There must be an ongoing situation if the insurance company will not cover these knobs. The Brick told me I would have to call the parts department to order replacements. When I called I was given a cost of $128.61 a piece. By the time tax is added on it will cost over $733.00 which is more than half of the cost of the cook top at $1,424.96. We trusted the Brick to guide us in our investment and now very disappointed in finding that is not so. We have contacted Samsung and I have also reached out to the department of the president of Samsung Canada department and no success. I have emailed all parties of these companies without success. I have been cooking on a BBQ and hot plate for 4 months now. I just can't manage to pay the replacement cost.Now my BBQ is away for the winter it is difficult preparing meals on one hot plate.I don't understand why the knobs are such cheaply made item. I am looking for help to get these knobs without any cost to me. Thank you for reading this and I am waiting for a positive reply

I purchased a brand new washing machine Oct 5,2023.

Washer was delivered with a painful 2 days of rescheduling and loss of 2 days of work. No explanation and no accountability.

Once the washer was delivered The first cycle was ran. The dryer was stacked on top and was thrown off after the washer shook violently. The dryers wires were ripped out of the wall and the washers brand new detergent tray was ripped off.

I called the local brick where I purchased the washer and was told i should have bought a stacking unit…meanwhile the washer is on the floor and they are stacked tight in a closet space. At no point did they take any responsibility, just found ways to blame me. Keep in mind this washer was inside the house for approximately 2 hours! Turns out the motor inside was loose causing these events to unfold…nothing to do with a stacking unit or the installation which they also accused us of not doing properly.

The local brick (Canmore) were too busy to deal with my challenge so i was passed onto a customer service agent in Olds AB who started their conversation with..Im sorry we cant help you because u didnt purchase a stacking unit or have us install the washer.” Never mind that i was sold a faulty unit, but it wasnt their problem. She offered to give me the number to the manufacturer but there was nothing they could do. Again? This was a brand new washer purchased and had been in my house less than 24 hrs. The Brick has completely washed their hands of me and said they cant help!

What kind of service is this? I did my part and paid for a brand new washing machine. All i asked in return is to be sold a working and properly functioning machine. They have taken zero accountability and offered literally zero help. It’s honestly Unbelievable! I will NEVER purchase anything from the brick again in my life!

So now i am left with a broken washer and am completely fending for myself in trying to find its replacement. Appalling service.

I made a purchase for a couch with the Brick in 2021 as well as paying an addtional cost for their warranty. In August 2022 I had submitted a claim as per their policy which the warranty suggests it would cover normal stains on the couch to clean. After submitting the claim they refused to come clean it - After not being satisfied and having to then pay for someone else myself to clean it (which another company had no problems in doing) the agreement between the brick and I because of not being satisfied with the outcome was to re-credit me back for the Warranty ($300) as a store credit in the fall of 2022.

Recently, I went to the Brick to possibly purchase some furniture since I knew I had a credit on file. I went to their Cyrville location in Ottawa and spoke with their customer service person. Looking through the account she agreed that their was to be a credit but can't see it in her system. Since this was on a Friday, she said she will follow up over the weekend and let me know the outcome. No call, so I contacted them by phone on Tuesday 10/17/2023 and spoke with someone else who said she will check with the person I spoke with and they will call me right back. Again, no call for the last 24 hours.