The Brick
reviews and complaints

We are writing to express our frustrations that we have experienced since we made our purchase of a bed and mattress on January 2nd of this year.

The bed that we had ordered was out of stock, therefore we had to wait until March 3rd to have the items delivered.

In order to even arrange delivery is very frustrating as when we call during business hours, the phone continues to ring. There is no answer, nor an option to leave a voice message. We have literally had to call and hang up continuously and even then there has been no answer.

Once the items had finally been delivered to our home, we started to open the packaging and discovered some of the slats were damaged and not flat, therefore making it difficult to attach the slats to the frame.

Furthermore, the upholstered headboard had a tear and a button was not pushed in as it should be. Also, the headboard did not look to be the same as what we saw in the store. To say the least, we were very disappointed in the quality of the product.

We called The Brick on the same day to advise them of the damage. They asked us to open all the boxes and assemble the bed.

We called back on March 4th again and they stated they will look into it and get back to us.

After numerous calls, we had arranged for an exchange of the slats. Also, a technician was arranged to be sent to our home to review the damage to the headboard.

On March 5th, we were asked to disassemble the bed along with the foot board.

On March 8th, The Brick sent the wrong box to our home. We did not receive the slats.

On March 13th, we contacted The Brick. The phone continued to ring. We called back again three times, entered 2 for customer service, also tried 3 for delivery line. There was no answer with either option and no response when contacting the operator. We then received an option to leave a voice message through CISCO. We left a lengthy message advising of our frustration including details of the situation and to receive a call back.

On March 15th, we spoke with Megha again to arrange delivery of the slats.

On March 17th, the slats were delivered however the delivery driver told us to also exchange the foot board and box. We advised that it did not make sense to do that as only the slats needed to be exchanged. We had already been inconvenienced and did not want to disassemble the bed. The Brick then agreed to make an exception to only exchange the slats.

On March 18th, we received a voice message advising the headboard was not repairable and would need to be exchanged, however it was out of stock and would not be available until after April 20th.

Once the item arrived we had been contacted to arrange delivery. In July, we had asked for the product to be thoroughly checked before delivering it to our home. We were advised that it would take a few days and once they had confirmed the headboard was good they would contact us to arrange delivery. Weeks went by and we did not hear back.

We went to the store in August and the lady who reviewed our file mentioned there was no note of our previous discussion and that they still did not have the headboard. Keep in mind the item was purchased in January and we are now in September.

Finally, we received a call to arrange delivery last week. We agreed for the item to be delivered on Friday, September 13th. On Thursday, we received confirmation that the delivery would be made between 8:15 am and 11:15 am. We had to re-arrange our work schedule and drop off and pick up for our daughter's school in order to be home for the delivery.

We checked the delivery status which notified us that the delivery was delayed. We understand that due to unforeseen circumstances there can be delays.

After waiting well past the delivery time the status of the delivery for this date had been cancelled. We did not receive a phone call nor an email. On September 29th we received a voice message to arrange delivery again. We have been more than patient and cooperative throughout this process but have now reached our limits.

The lack of customer service received has been very disappointing and frustrating along with the quality of the product. Our experience with The Brick has been very upsetting.

I took a friend to the Brick to shop last night. While in line to buy the products she wanted, the man behind the counter took the people behind us and said " He would get to us when he could as he was very busy". My friend is older and has a handicap and this behavior was unacceptable. We left and will never go back to this store again. We have decided to pay a little more and go where we are treated properly. Needless to say they lost about $5000.00 dollars in sales. And in a small town word gets around

I bought a stove in 2016.I paid the extended warranty for it. Now in 2019 I had a problem with my stove it's turning off by itself the oven is not working properly. We called the brick customer service and it was the worst customer service that I had. When I demand to speak to somebody hire they declined my request and hang up on my face they told my the supervisor will call me back but I never heard anything from them. They told my the technician we submit the report with 72 business hours and they will call me with an update anything. I really regret buying staff from this company. It's the most [censored] company and the most disrespectful company
Even though they don't want to exchange my stove they want to give me a credit for 682$ and I bought my stove for 1199$ without the taxes and the extended warranty. They are thieves. The only thing that I want is to exchange my stove and get a new one ... but I will share my situation in social media and let everybody know about yours worst and [censored] company

Sept 14/19 my husband and I bought a couch, chair and ottoman from the brick.
Monday Sept 30 the couch and chair were delivered. When the furniture was being unloaded the delivery driver noticed the chair had been dropped at the warehouse. They did not give me the chair. They took it back. Received a call the next day that more chairs were in stock and I could get one wed. If I wanted to pick up I could. I said they could deliver since I had to pay for delivery.
That's not even the issue but was an inconvenience as I had to make sure I was home two days.
I was just told on wed, oct 2 it was going to be at least another month before I could get an ottoman. I find this very unacceptable. Probably would have bought furniture somewhere else. I need all I have bought and are paying for.
Any assistance in getting an ottoman sooner would be greatly appreciated.

If you are planning to buy washer/dryer, the salesman promote free installation if you buy installation kit. However, brick is sending delivery guy to install. They don't know how to install. Also they took all my installation kit and said money will refund. I wait two weeks didn't refund. I went to the shop and they said I was lying regarding installation kit. They didn't refund either. I will never buy anything from brick. They are thieves.

In December 2017 we purchased a Whirlpool refrigerator from The Brick in Newmarket Ontario. The sales man advised we also purchase an extended warranty. Now under your warranty for 5 years. Four weeks ago we noticed food going off. I got a temperature probe from my local public health, this is used for refrigerator temperature readings only, thus we determined that the refrigerator was no longer maintaing the correct cool temperature. We contacted our local store and were given a phone number and email to call for service. The phone number for King and State is never answered. Brick customer service says " yes they have an issue with their phone line" and the email address was wrong. The customer service at the Newmarket store is lacking. All they do is hide in the inner office and when they do speak to you it is a chore. Still now 4 weeks and counting, several visits to our local Brick customer service and no contact from anyone about reparing the refrigerator. Beyound frustrated now. Why have customers purchase a warranty that either doesn't really exist or there is no back up with. If my issue is not resolved soon a complaint will be lodged with the BBB and I will involve social media. The Bricks lack of follow through with the warranty they sell is shameful on your part. I expect a reply soon. Jillian Bloomer. Email [protected]@Rogers.com or contact number [protected]

I had a very hard time with Bricks. We bought an LG fridge a few months ago. That fridge creating noise from the first day. I contacted Bricks, she told me it will be ok after a few weeks. Noise was increasing day by day. After one month I contacted the warranty company so they sent a technician several times, last time he replaced the compressor advised by the LG representative but still the same noise. The technician told us that he recommended the LG company to replace the fridge. Now we are calling every week but they told us that call us next week.

What happened to Customer Service? On July 2nd I went to #TheBrick St. James St. Winnipeg, and purchased 2 queen size beds, frames, a couch with a chaise and a fancy headboard for one of the beds.

Delivery #1- receive 1 bed, a couple weeks after date purchased, within their 4 hour delivery window. Hole in box spring. Ok. [censored] happens. They replace box spring in two weeks which makes it a delivery #2 to which a 4 hour window is given and I have to leave work.

The Brick calls me saying my headboard is ready, I ask could the headboard, 2nd bed and couch come all at once so I don't have to miss three more half days of work. No problem they say. Sooo, after not hearing from them in the first week of September I call them to find out they don't have any of my stuff anymore.?!? They sold it! All of it!

So, after I raise a fuss, they deliver a bed that I DIDN'T originally purchase, delivery #3. 4 hours away from work again.

My couch is delivered on September 11, delivery #4 and 4 hours out of the office again. Open the package, one of the legs is cracked in half. I complain, talk with the claims/warranty team and they order legs, minimum 2 weeks delivery for new legs. So I can't sit on my couch that I ordered July 2nd. And I still have not received the legs as of yet September 24.

Saturday, Sept. 21, they deliver my headboard (delivery date #5) that they sold and had to order me another one. I ask if they can assist in attaching it to the bed frame, also purchased with the queen bed at The Brick to which they say ‘sorry it's not on the work order', really. Look at the customer history, if the headboard would have been here at the same time as frame and bed they delivered they would have put it all together as they put the frame together and the mattress and box spring- with the hole I might add. So, I do it myself.

Now, my couch is in plastic in living room cause I can't sit on it as the chaise part has cracked legs, and when delivered will be delivery #6. I open up the couch portion to find out that the legs for the couch don't match the legs to the chaise part of the SAME couch- different heights and shape. So the legs I'm waiting for are the WRONG ones! (Pictures below)

I have called to speak with a manager and emailed them to which no one will return my call. I was polite, courteous and considerate. So today... with a friend that encouraged me to get in there and not back down...I went in there. After an hour of debate about the legs, I told them I was going back to work, they have three hours to solution the couch legs and the discount they will give me or they can come and take it ALL back and full refund as the couch is in plastic and I still have the box for the headboard.

They actually told me that in all scenarios they made things right. I ordered 4 things and on delivery #6 1 week shy of 3 months ago! I received a bed I didn't order, a couch that is not ‘sitable' as I have no legs, a bed that had a hole and a headboard that they sold and had to order me another one. I am on three months and have yet to receive a piece of furniture that doesn't have a defect or that I originally purchased. I asked for a discount on my full purchase to which he offered a discount on my next item I order from that store... are you F$!@king kidding me. I will not take a step in that establishment again!

Oh... and they don't hesitate to collect the money on time, back in July!

The manager has since called me. It's been a week since I walked in there and still no legs to my couch and it's October 1st. This is completely unacceptable treatment to a customer. I am now demanding a discount or they can come get it as the couch is still in plastic and not being used!

Hello
Yesterday evening I had furniture delivered to my condo by the Brick. While assembling my bedroom set, the delivery men accidently hit a piece into my wall, which was freshly painted the day before. They also scruffed up my hardwood flooring in the same room. I was able to polish out the floor scruffs but the wall damage is permanent. The response from the driver was "I didn't do it", but I was just outside the room by the door and I saw him do it. He apologized and said "we'll just cover it with the dresser so you can't see it" This is unsatisfactory Especially considering I don't want the dresser in that spot.
As well, according to my agreement on purchase, EVERYTHING except a coffee table was to be assembled. They refused to do it. I am now stuck with boxes filled with a dining room table, coffee table, storage container for in front of my bed, a futon and an entertainment system table. I am a single mother who is incapable of assembling these items, which is why they were to be assembled for me. My salesperson Anata Francis assured me in person and by phone that everything would be assembled but the coffee table.
Throughout my journey with the Brick I have had many problems. Anata has been very supportive, but only her. All other services have been disappointing.
I need someone to come and assemble my furniture ASAP as promised and paid for.
I purchased my items at the Richmond Hill location.

Please respond ASAP.

Sincerely,
Rose Anne Socha
[protected]
8 Maison Parc Crt., Thornhill, On., L4J9K5

I had claimed warranty for my furniture, Brick sent a technician to check the furniture, I was not at home and dad is not speaking English. Two weeks later I found the technician totally made things up to avoid warranty, ignored my pictures and who knows which part of furniture he took pictures from. I was not expecting Brick to send such unprofessional technicians to people homes, my dad said he was angry on me and staring at me.

I bought bedroom and living room back on June. Till today I have not had a complete delivery. The Brick will neither credit my charge nor deliver the complete in-damaged set. The Brick tried to deliver the sets sex times. Each time the products were damaged. The seventh time we agreed with the salesman at the Brick either to deliver a good product or pickup the parts from my house. The product delivered then was damaged. The Brick still would not pickup the product.

We bought a leather couch and love seat just over a year ago now, with a 5 yr extended warranty . One of the recliners in the love seat is grinding when you sit back or sit up and starting to fade on the foot stool, they sent someone out to have a look took pictures of the fading and oiled underneath the chair .We phoned the manger a few months later as chair was grinding again and fading is getting worse, Julian from Langford bc store said fading is not covered by extended warranty, when we bought this furniture we were told it covers everything, you can cut it with a knife, spill paint on it etc it's covered.
We called the manager in the Douglas street store and say it was cover and should be fixed. Langford disagreed and neither manger would rectify the problem. It's been a few months now since this ordeal and they still haven't sent anyone to fix the grinding in the chair, call back to say havnt heard anything you're on the list I'll put you at priority still nothing that was May or June it's now almost Oct .
We have spent a lot of money at the brick, new bedroom set, dining table, now living room set to be treated like this is disrespectful