The Brick
reviews and complaints

We bought a mattress and bed base from The Brick Richmond, BC. Delivery came at 1:10 PM PST on December 18 2022. We had a motion air base installed in our new home and installers were not careful with the process. They used tools that should not be used resulting to scratched the metal base using screwdrivers and pliers. Hammering accessories when it should not be and also deformed the lock. They also left a scratch and dent on our wall. This is our first day at our new home only for them to leave damages. We did not even get a single apologies from them.

For those of you looking for new appliances - please read the following experience. I wish I knew what I was in for when I dealt with the Brick in Burlington. Particularly the commercial division. We dealt with Philip.

We ordered all of our appliances and paid a deposit September 2021. Philip contacted us late April 2022 and advised us that with supply chain shortages if we paid IN FULL for all of our appliances right then, it would guarantee that our appliances were waiting for us in the warehouse for our move. In late October the Brick customer service called to confirm the delivery date. I confirmed the date and said it shouldn’t matter as our appliances should be waiting for us in the warehouse. The woman advised me that they fulfil the order three weeks before delivery whether we paid in April or September. That there was no benefit for us having paid in April.

We were manipulated to pay in full by Philip based on false pretences, obviously to fulfil his quota or get a bonus. There was no reason to have paid then. When our appliances were delivered, the dishwasher was missing. We were advised that we wouldn’t receive the dishwasher until May 2023. that is 13 months after we were told to pay in full to guarantee our appliances would be ready for us.

The brick customer service said Philip would call us to discuss this and offer another brand. We have heard nothing. Nobody will answer our emails or our phone calls. We have tried to contact them several times. We can’t get a hold of anyone and nobody will return our calls or emails. Clearly once they get your money (on false pretences, which is essentially theft and fraud), you mean nothing to them. Not sure when we will get a dishwasher, or what the plan is or what our options are. Nobody will talk to us.

Beware of being manipulated and lied to if buying from the Brick in Burlington. You don’t need to pay 7 months in advance like we were deceived into doing.

I feel scammed, deceived and manipulated.

I have bought appliances bundle from bricks. Sanjay was salesperson who told me all things r available and fridge I will get by 15/16 December. Based on his assurance I bought all appliances and paid (mid of November).

9 December I call bricks to ask for updates and I am told I will get it after Christmas (30/31 December). I told them no one called me to inform about delays and they said now we have told u.

Told them this is unprofessional and they said I can take my money back if I have issues and get from somewhere else. I told them take all appliances back than whjch they refused saying we need within 7 days and in boxes. Told bricks u deliberately delayed informing me till 7 days so I dont have option to return and secondly bricks gave me appliances without boxes as took it with them so how do u want me to return in boxes!

I purchased a washer & dryer from the brick in July 2019 and have non stop issues with both appliances. I was able to get a new dryer but that is now having problems again. My warranty expired however I purchased the 4 year extended warranty and it is the worst service I've ever experienced. I placed my last service call on Sept 13 2022, received a call on Sept 26th from the repair company, the technician came onsite on Sept 27, 2022, he deemed I needed new parts for both appliances, today is Dec 9, 2022, almost 3 months later and I am still waiting for the tech to come back to replace those parts. I have called a few times in between to find out why it is taking so long, on Nov 18th Transglobal said they were still waiting for parts, I tried to call today and couldn't get through, i'm very frustrated and don't understand why it is taking so long. This extended warranty is horrible. Next I will go to Global News Anne Drewa if something doesn't get done. Thank you. Vida Goltes ([protected]@shaw. ca) cell : [protected].

This is NOT a complaint of the store products. It’s the property of The Brick in KAMLOOPS BC…now the boulevard that is behind this store is littered with TONS of garbage, as is the driveway up to the roof top parking, I front of the two chain link gates. I called the store last week to see if someone would kindly look into this, and so far the garbage is still there. It’s now been sitting there for a “month” I’m asking kindly if this could all be cleaned up asap. I have tried to upload one area of the mess. The rest is just below this to the left on the boulevard

I had to incur $203.40 to get the washer dryer installed after Brick failed to install it despite including it as a service in the amount charged to me upon sale. Refrence sales order 100524PKJIU paid on Oct 5, 2022 which provided for a walk in price. I also signed a waiver letter for Brick to deliver at my home without my presence but I was not informed that the appliance would not be installed despite the waiver letter. I believe the delivery crew missed the installation and now they are using excuses. It is a disappointment that I had to do more than 10-15 follow ups through phone and email to have the dishwasher installed on the same order as this was anotherappliance not installed. I have email chain to prove this (with matt Scarfone at St Catharines store).

I am hoping that someone would address this issue to deliver promises The Brick makes.

Thanks

Charanjit Singh ([protected]@live.ca)

[protected]

This issue said it is resolved but it is still ongoing. I have responded to my first complaint of this issue with the Brick in Orangeville, Ontario. November 23, 2022.

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With lots of haggling I finally got the Brick to agree to an exchange so I went to the store with my daughter and we only had 1 choice to chose from. We bought a floor model which cost me $563.00 extra on top of the $1,100.00 I paid for the first one. We checked it out for damage and there were a few little things on the material but nothing that I couldn't live with. He told my daughter and I that the only reason the chair was sent back was because the customer received the wrong color. I just wanted to be done with the Brick. The day before they were going to deliver it I got a message from the salesman that as they were getting ready to pack it up he noticed that there was a big peace at the back of the chair where the material was torn away and that the electrical cord was wrapped in electrical tape. This chair was definetly abused and not just returned for the reason he said. I told him not to send the chair. I then went online and found a chair in my buget which only cost me $67.00 more. They came and picked up the first chair and brought the new one. I must be the unluckiest person in the world becase the delivery guy could not get the back of the chair to clip into the bottom. There is a space between the arm and the back of the chair where I can put my hand through and when I go to adjust the chair the back comes up into my hands. The driver tried everything but it just wouldn't clip in. He said they never had this problem before. I have contacted the salesman and asked for a refund because I did more than my fair share of trying to get a new chair from the Brick. I don't want strangers in my home anymore, I just want my peace and quiet back. I am done with this. Now to see if we will have to go back to sqaure one. Below are images of the second chair they wanted to send me. I am so done with this, nobody should have to go through this when purchasing a chair from the Brick.

If the Brick does not give me a refund because I don't want an exchange I will take them to small claims court. I am done with them.

We bought a washing machine and dryer on September 23 they gave us a delivery date on October 13 they emailed us on October 13 said very sorry but it’s ‘not our fault’ it’s the manufacturers fault’ you will be receiving your items at the end of October. I did here from them until today November 21 saying that it will be delivered approximately on December 12. No one called us to follow up offer other solutions all they said was if your not happy you can return the product. I went to customer service they offered no alternative and again basically said again if you don’t like give it back. My only issue is that the sales person never warned us about this in addition to that since are financing we already started paying! Really bad customer service it is unacceptable i will never by anything at the brick again!

This was at the Kirkland Québec store on trans Canada highway

I purchased sofa and love seat from brick and its not even a year yet. My love seat side bended and my sofa stitching is coming off. Adapter for the recycler stop working. I filled the form for claim technician came in after that id din not hear anything for weeks, after that I called the store almost 7 times to get the information. Whenever I called them our manager is on lunch, she will call you back or we still don't have an update for you and manager didn't even bother to call back.

First they said we don't have the parts for your sofa we are waiting then, After that your adapter is not covered under warranty also this model is discontinued. Where your warranty clearly states that reclining parts and mechanism covered.

On my last call manager offer 39% credit on my love seat and that's all they can do. No solution for my sofa.

I purchased extended warranty I paid $ 5000 for my sofa which kind of broke within a year. This is your solution what you offering me my money for extended warranty. what is the point of buying the extended warranty? No repairs or any accountability, really disappointed with the customer service. This is no way of handling customers, honestly I will never recommend anyone going to brick.

I received a damaged arlo night stand. After complaining a replacemnt was sent in today.

Guess what it was also damaged and in worse condition than the first.

Customers beware !

the items on sale are being palmed off to unwary customers.

I cant believe i have got a replacement again in a damaged condition.

So much for the brick and its services in making it up to customers. Its a scam !

best these fraudulent practises are brought to consumer protection.

Melville John

This incendent occurred sometime last week, I was there to pick up a table and was told to go to customer pick up where I was met by a tyrant and out of control woman! Her name was Amy as she had told me, and was just rude and stating they did not receive my order but I had the email concerning my product! Afterwards I had realized it was the wrong store I was at but the woman was so rude and disrespectful in handling the situation and instead of letting me know I was at the wrong store, she just yelled and made me feel insecure and [censored]ic for an elderly! Last time I shop at the brick for drug user services and abusive manners of etiquette.

We just had 2 items delivered from the brick , we r in windsor Ont , the delivery crew damaged my door frame really bad , there’s a big dent in the front door , one out of the 2 delivery guys was so rude I was shocked , and actually tried to degrade us like we know nothing . We made a decision that we will tell all our friends and family and lastly never shop at the brick ever again

I bought a bed frame which the delivery people did not assemble, (I was under the impression they would) After struggling to assemble it in the evening, a day later I decided to put the handles on the drawers and found some of them are the wrong handles and do not match. I have tried calling my rep and even though they are supposed to be open until 9 they have been impossible to reach in order to exchange the handles for the correct ones. As I did not get the extended warranty I am worried that my 48 hours are up and they will not do the exchange, despite me attempting to contact sooner.

Pictured is the different handles, one having 3 screw holes (Incorrect) and the other having 1 screw hole

One thing after another with these people. From angry sales-people; to calling saying they don't have a part of the set, to oh wait we do, No wait it's damaged (the night before delivery at 10 pm).

On top of dragging this brand new set through the snow & tracking their wet dirty boots through my house.

Then they deliver a damaged couch. And the delivery driver cut into the couch because the zipper wasn't working, damaging it worse. He literally massacred my couch in front of me! Then talking to the store, the manager is always avoiding taking calls.. Seriously. That's his job. Replace the couch or i want a full refund.

On Oct 13th, I bought a bed, mattress and other items worth of $1800. I bought this bed as we are having guests over on Oct 23rd. I received my delivery on Oct 15th however the wrong screws were sent and delivery guy could not assemble my bed. I called customer service and explained my situation as to why I spent so much money on bed as I needed it over the weekend. I told customer representative that I would like to return this bed if I won't get my bed assembled before Oct 23rd. She said I cannot return the bed and she cannot guarantee that my bed will assembled before oct 23rd either which is very unfair to a customer. She said she will ask her manager and get back to me. Never called back.

Then I called customer service on Oct 23rd, the lady said they have mailed screw to me and I should receive it in a week or so. I asked her if store has a policy if they mess up things for customer, she said, "No". I kept asking then she said she will ask her manager but never called back.

Once I received my screws, called customer service again on Oct 28th. This time I asked lady's name as I knew nobody will call me back. Her name was Jaspreeet. I asked her when somebody will be sent to assemble my bed, she said she needs few hours to look into to my file and will call me back. Today is Nov 1st, nobody has called me back. I am stuck with this bed that I don't need anymore. I have never left a negative review for anybody in 30 years of life but I am so frustrated that I don't want anybody else to be in my situation.

Please somebody respond back to this review. I need my bed assembled and also want to know what is your stores policy if you treat customer badly like this. Why all the policies are only for customers.

Thank you,

Parvinder

[protected]@hotmail.com

On September 10, 2022 I paid a $675.00 cash (debit card) deposit on a sofa and loveseat. The sales person (Wesley G) advised me to put the deposit down to hold the sale price. I was moving and didn't need it right away and wasn't sure the furniture would fit in my new home. After moving into my place the second week of October, I realized the furniture was too big and would not fit in the space.

I tried calling the Brick Mississauga Superstore multiple times throughout the week of October 8 to 15. The phone would ring and ring without answer.

Below are the emails exchanged between October 19 and October 25, 2022.

Following receipt of the email on October 24, 2002 I tried calling the store and did reach a customer service representative. She advised that the store would provide a refund, but I needed to come directly into the store to receive my refund.

As it was a long drive from my new home, I went to the store on Friday, October 28, 2022 and arrived at the Customer Service Window/desk at the back of the store. I provided my identification (driver licence) and debit card for the Customer rep to process my refund.

She then explained that my current debit card did not exactly match the debit card used to pay the deposit. I explained that the bank changed my card because it had fraudulent activity, so the bank replaced my debit card.

I was highly frustrated because in all other retail environments, it is not a problem to use an updated debit card for refunds. This is a POOR policy forced onto the Customer Representative by The Brick's accounting department (as she explained).

The Customer Rep offered to submit a request to issue a refund in the form of a cheque that would be mailed to my address, and also advised it may take four to six weeks to receive my refund.

I asked for a "rush" to expedite my refund via cheque, which was also denied by her Supervisor.

In today's advanced financial industry, it is rediculous and simply poor customer service to have such rigid policies.

I had to ask for a copy of this request that she sent to head office and she sent it to me via email.

There has been no follow-up or further contact attempted to ensure I receive the refund.

I am sickened by the lack of clear communication and apathetic attitude by the Customer Rep in Customer Service, her Supervisor, and with the Salesperson Wesley G who didn't even have the courtesy to follow up and contact me in person.

I will never ever shop at ANY Brick store in the future. AND I will share this with as many people as possible in my wide network.

October 25, 2022

Hello

I have not heard from my salesperson Wesley G. I wish to cancel my order and have my deposit refunded to me immediately.

Thank you

Kathleen McKinlay

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From: Mississauga Superstore

Sent: Wednesday, October 19, 2022 3:40:57 PM

To: Kathleen McKinlay

Subject: [EXTERNAL] Re: Sales Order Number 09102H3JZMK

Hi,

Thanks for contacting the Brick.

We have informed your sales person and he will be contacting you soon with regards to your order.

Thank you,

Customer Service Team

The Brick – Mississauga Superstore

3025 Ridgeway Drive, Mississauga, ON L5L 5P8

Ph: [protected] | Fax: [protected] | E: [protected]@thebrick.com

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From: Kathleen McKinlay

Sent: Wednesday, October 19, 2022 10:54 AM

To: Mississauga Superstore

Subject: Sales Order Number 09102H3JZMK

Caution! This message was sent from outside your organization.

Hello

I have tried multiple times to call your location during regular business hours in Mississauga at 43025 Ridgeway Road without success.

I wish to CANCEL this order and receive an immediate refund of my $675.00 deposit.

Now that I have moved into my new space, the furniture on this order is too large, and wont fit in my room.

I appreciate the sales person Wesley G, since he recommended I put a deposit on to hold the price, and said I could change or cancel the order.

Please contact me at [protected] or reply to this email regarding my refund of deposit.

Thank you.

Kathleen McKinlay

Hi Brick team, this was one of the worst brick store and people I have visted (@The brick, Markham). The have sold us the Rosie Sofa table stating the price of $444 (CAD) on 28th Oct 2022. They delivered only the table top on 30th Oct 22 with out the base. When I called and enquired plus I sent out an email , the team did not provide any update and behaved very rude.

I didnt have any option by visited the store , the store manager (Zhu DI ) and customer service agent (Sunzella) behaved very rude stating we cant do anything just return the product.

Never seen such a rude behavior considering the entire fault with Brik team by selling the product without knowing actual price. I have spent lots of time and money to visit the branch by trusting the Brick product.

I have not got any compensation or alternate options from The Brick , Markham team and they are ready to loose customers. I strongly suggest no one to visit the branch.