The Brick
reviews and complaints

Hi i was in store on 22 feb 2017, edmonton south common i bought a 3 piece table which was out of stock at that time and they told i will receive it by the mid of next month i was fine with it. But i never got a table neither got call from anybody saying delayed or what then i called after 2 months to enquire n they said its gonna take another month i called them agaib after a month still not in stock .it has been almost 4 months i havent got my table and noone bothers to call you and inform anything . I think tahts the worst experience ever

Our painful story starts with buying a sofabed from The Brick with extended BLANKET warranty on the top by paying around $180. Problems started soon when the bed broke. Technician was sent to see the problem. They found the problem and said we are ordering the broken part. Part came after 2 months and when they tried to fix it, they found that it was wrong part. Another order, another 2 months, again the part was wrong. Finally after 2 more months (total in 6 months) they decided to replace the sofa. So we purchased a recliner Microfiber Sofa again with additional warranty on it fearing that it might can go wrong again. And not to be surprised, this one started with peeling of the microfiber at 7 places and a broken arm. And the uphill task started again by calling customer service. Technician came again, wrote down the report and this time to our surprise, they said its peeled and ripped from 5-7 places so we cant fix it and only broken arm will be fixed though the technician admitted that rips are not by any sharp object but its just peeling off but customer service (the most rude one I have ever had) just hung the phone on my face by saying I will let someone else to call you and we are waiting for it. This is after paying 180 plus 180 (two times of additional BLANKET warranty) to The Brick. Nothing is solved as of yet and we are with broken and ripped sofa in our living room with cotton sticking out of those seats and back and mocking us and telling us the story of the BRICK. Now I can imagine and understand all those ratings given by the customers especially to this Dundas store.

I sent the email below to them 7 days ago and still have heard nothing back

May 31/17
To all Brick Management.
There's no way to express my total disappointment in your company and more specifically the girl who I spoke to many many times (I think her name is Jessica in the Brantford store) So here's the story...on February 14/17 shortly after taking delivery of a 2 cushion sofa I had to call as I thought the springs below the cushion had broken...your service man came to my apartment that day and realized it was the foam in the cushion...Let me tell you here that I live alone, I have two things to sit on the couch in question and the power recliner I also bought from your brantford store. ...I thought the springs had broken after about the 3rd or at most the 4th time I sat on it...So, after he left I thought I better try sitting on the other cushion and did that on and off for the next 2 days...the result was the same, the cushion just went super soft again making it seem like the springs had broken...
So I immediately called your store, explained the situation to Jessica and said I need two cushion inner foam cores replaced...I said to the girl if you want to send the guy back to check out the other cushion that's no problem...she said she'd call me if that would be necessary..I got No Call. so naturally I thought the Brick were going to order two new foam cores...(I think that's what the guy called them).
Today was the day to replace the cushions...But your man got here with just one inner foam core to replace...
I called and spoke to Jessica no less than 6 times during the 3.5 months I've been waiting...Every time I spoke to her it was about the TWO cushions foam cores that need to be replaced. Not ONCE was it ever said "it's only ONE cushion" but what I did hear over and over and over again, 'you know you bought the sofa on sale so were basically doing you a favour in replacing anything" That is totally unacceptable...I was in retail sales for over 35 years it never mattered if something was on sale or not...unless it was "as is", the warranty came with the product...so I didn't appreciate your people telling me I was "lucky" that the Brick was doing anything...
So needless to say I'm upset..I feel cheated...I repeat I told your girl days after the first cushion was inspected (the only cushion that got sat on maybe half a dozen times) that the other went the same way...I asked if it was necessary for the guy to come back and check it out and she said she'd let me know if that was necessary...
Naturally I want the second cushion replaced...and when you give me an email address I can attach a few pictures showing the Difference in the size/thickness of each cushion you'll understand why...And you might want to talk to Jessica about "what she tells people" cause when she says you'll (the brick) will do something, then you can expect us customers expect you to do something...I was told I'd get a call if it was necessary for the service man to come back and verify the other cushion (that at the time he was here had Never been sat on) needed to also be replaced...that call never came so my expectations were and are not unreasonable..
Please email me an address I can attach the pictures I spoke of and or have the service man come back to verify that the original foam put in the two cushions that came with the couch I purchased in good faith were sub standard.

I shopped recently at the brick, the end of may 2017 in orillia, Ontario. Never shop there or any other brick for that matter. They are completely disrespectful and not care about your money. Once they get it you can kiss your customer service good bye. They will do absolutely nothing to help you! I purchased a tv stand which happened to be too big for my living room, the delivery guy told me that I had 30 days for return or exchange. I called the brick a few hours later when I returned home, they told me they are not willing to return the merchandise nor are they willing to exchange it. The manager Len told me on the phone it's not their problem, he called me a liar saying that his delivery guys would never say that. He kept asking me what do you want me to do? What do you want me to do? I'm not about to do his job for him. He argued in the phone not willing to help me in any way. I spent 5, 000.00 in the store and this is the kind of behaviour I get from them. They are complete scam artists. So that night I tried moving the tv stand into the kitchen, when I moved it the bottom snapped of the screws and broke. I called first thing Monday morning. They told me there was nothing they could do because I broke it. The manager Len and the owner Ron told me he doesn't care if it was in my house for 5 minutes or 5 hours that it's not his problem! I asked him how we could go a loud fixing it or getting an exchangeable, he told me that he could order the parts to my house and I could fix it myself! Great wonderful customer service! During our phone conversation he kept telling me that his staff would never treat anyone disrespectfully and that I'm the one to blame. He wouldn't let me speak, he kept talking over me, and kept telling me I was being unreasonable. I do not understand these people or what they are playing at but you can guarantee that I will never be shooing at any brick ever again. I'm out $700 for a tv stand, I've hired a company to come remove it and throw it in the garbage. Please save yourself time and energy do not shop at the brick. Wish I would have read the reviews before I went into the store. I should have recognized that not one single person was in the store, that should have been a red flag.

Hello. Im having major issues with a ottawa location brick. I called to have my couch replaced and they told me they do not make those models nomore. But i have a credit of $500.They told me to pick a couch. But all couches are over $500. So in the end im stuck spending more money to get a couch i have a warranty on. I want my replacement without spending more money . Thats what a warranty is. I bought all my furniture fron you guys. And the cutomer service from the ottawa east location is absoluty horrible. This is a huge concern and we need to fix this before i go to my lawyer. Plz get back to me asap

Invoice 05267h2hkfd when purchasing 2 recliner chairs today, 26 may 2017, I was promised that when the chairs are delivered to my home, next week, that they would take away the old chairs and dispose of them environmentally. the salesperson called to say that she had made a mistake and that could not happen. I have spent the last 2 1/2 hours and finally spoke to the sales manager at the store in scarborough, shan kumallarasas, who said he has no option and cannot honor the terms of the purchase. meantime, the brick has my money, but I have no satisfaction, as guaranteed in your promotional material. mr. kumallarasas even suggested that I sent my complaint to "head office" so that they could deal with the delivery. this is horrible business, and I am not happy.

We bought a white bedroom set for my daughter, we noticed at the time of delivery that the dresser has few big cracks so the delivery guy advised us to not accept this one so we asked the store to replace it and they did after two weeks but now the it was rather cream coloured instead of white, we called the store and they accepted it and asked us to return it. I am still waiting for the dresser it has been more than 6 months, the staff at the store misbehaves and manager avoids us and their Facebook account does not reply at all

Bought a new sectional spring broke in 2 weeks on one side of the sofa tech came in and said yes this needs to be fixed with the foam and the cushion to be replaced - but he also said you will have to chase behind them to fix it as they do not go by the technicians reports if they need to spend !
No call back from the Brick - I called after 9 days and was told no nothing wrong with your sofa ! just like what the Tech had said !
Paid for the warranty too !

Customer service would not pass the call to Manager at store saying she is busy left many verbal messages to get a call back nothing

For the attention of:
Mr. dave freeman - president
Mr. edward leon - ceo (leons)
_

Complaint 1:
Sent may 1, 2017

Resending complaint about...
Back breaking mattress
—
Dear sir.
It is with great disappointment and dissatisfaction that I write this email about my painful experience with the new mattress I recently purchased from brick.

My new sierta icollection mattress was delivered to my home on tuesday april 18. ever since, every morning my husband and I have been waking up with severe back pains and back tightening. we have to bend and walk. we have never experienced these kinds of excruciating back pains before. even sitting or bending over to pick up something has become almost impossible for us. we regret that this mattress is damaged and seriously affecting our health and we wish to ask brick to help us resolve this matter urgently.

Thank you.

Rozina kermally
905.884-8991
—

Complaint 2
Sent may 19, 2017

Dear mr. goncalves:
Please help me get my serta icollection mattress exchanged. it's killing us.

It's been a month since my new mattress was delivered to me by brick. ever since, every morning we wake up in excruciating back pain and in agony.

The technician who came to inspect the mattress, reported that the new mattress had a sag of 1 inch. that's shocking. how could a reputable name like brick sell a damaged product.

I sincerely hope brick will stand by it's name and it's product, and will adhere to it's promise in ensuring a happy customer.

Thank you:

Rozina
905/884-8991

I purchased a mattress and springbox from The Bricks. Within two weeks of receiving it, we were not satisfy with it and tried to return the mattress
/springbox; however, the receptionist informed us that they do not accept returns, only re-select. This was not mentioned to us when we bought the mattress, we were told that if we wanted to return we would be charge $100 for the mattress pickup. We tried to reach out to our salesperson, Jay, for clarifications but every time we called, we just got bunch of excuses of his absences: (1) he was off that day but they will give our contact number to him to call us back - still haven't received his call, (2) he was currently with a VIP and will call back - again, no callback, (3) he was out for lunch that day - and yes, no callback, and lastly (4) he was no where to be found - ... sounds fishy to me. I have been patiently waiting for answers or at least a callback but now I'm outrage with the customer service The Bricks has to offered. Once these people sell you their products, they don't help you afterwards... all they care about is their sales, not customers. All I wanted was a follow up, but obviously the Bricks is too busy scamming people and money. Never trust them!

i bought pair of orange carpet after took to home and opened the plastics I saw the color is different i took a picture took to store first he said bring the carpet back
i took the carpet back with pictures he said your eyes is wrong i asked for manager she came she said the same thing but i showed to lots of person everybody agree with me one is red one is orange i have the picture too
i tried to find how to complain finally i found this site
now my carpet is there in hyway 7 and bay-view location i went there several times and that talk with costumer is not good my eye is good

Purchased a sofa and chair from the brick and declined insurance... When a statement from desjardins came in the mail before I had received the furniture, I noticed an insurance charge and immediately went back to the store and signed a form stating insurance had been declined. Since then I have had monthly calls from desjardins who refuse to escalate the fraud and take care of the problem, I have been back to the store 3 times with a supervisor from desjardins on the line and had the manager speak to tgi, the fraudulent insurance company, who refuse to take my call or acknowledge the emails and faxes they have received with the declined insurance form. I have spent many, many hours arguing this continuation of false charges. Nobody seems to want to solve the problem and I have exhausted contacts to all points of interest... Desjardins has recordings of their reps and supervisors assuring me the problem was or would be solved on their end.

To whom it may concern I am a loyal customer who has spent over $10, 000.00 at the brick in the course of 4 and a half years I just purchased a sectional, a wall unit and a coffee table the coffee table was damaged and does not match with the colour of the wall unit and the sectional does not fit properly in my space, I want to purchase the sofa instead of the loveseat and was told I cannot because it is a final sale no one made me aware of this at the time of purchase in fact I was told by the sales person that if I wanted to switch the loveseat for the sofa that I could I am not willing to keep something that I am not happy with and my living space looks like crap due to the bricks policy this is not exceptable and I want something done about this situation immediately I expect a phone call from someone that can solve this serious problem.Thank you Karen Macri .[protected].

Poor quality of furniture and poor material. It squeaks every time we sit. One cushion is riped and the material is all making not keeping up its original texture. This only after a few months of use. Been waiting for the brick to fix for 4 months now and called several time time the same answer. We will call you back! I call at least 7 times with no call returned...

I do not want these 2 products anymore. It's crap.

I went to buy a new bed that was on sale then was told there beds have a 10 year warranty so I said I bought my bed in 2011 he then told me to talk to customer service so I went to talk to them and they told me that yes my bed was under warranty and they would send a inspector to come and look at the bed. After 1 week the inspector came and measured and took pictures of my bed. 2 weeks later I got a call saying my bed wasn't under warranty anymore because it was only a 5 year warranty I then told them that u guys told me it was 10 year warranty and a inspector came and took pictures and measurements so if it was only a 5 year warranty why would you send a inspector. They told me they were sorry and there's nothing they could do. I then went back to the brick I went to in the beginning and asked for a copy of my bill and a copy of the inspectors report I was given a bill that wasn't the same as the original and was told they couldn't give me the inspectors report but he showed me that on the top it was approved and he didn't know why they told me it wasn't approved and he would send head office bedding a email and I would get what the bed is worth now I said thank you thinking it was resolved I then get a call the next day and was told they couldn't do anything cause it was only a 5 year warranty I then told them everything I was going through with them and I was told sorry we can't do anything for you. So I just went back again for the 3rd time and they knew what was going on and said ok we can try to give you a deal on a new bed so I went to the bed I was going to original buy for 599 and said I want a deal on this bed then they tell me I can't get a deal off a bed that's on sale. So I walked out. I can't believe this and don't know what to do.

I purchased a bedroom set, couches, side tables, dining tables and chairs August 20, 2013. My bed frame just recently broke. I have a 5 year blanket warranty for construction and master surface coverage. They sent a technician out last week to examine the damage. I called them after not hearing back from them after a week and they said the technician said I misused the bed. The main side panels are not damages just the inside wood that was stapled not nailed broke ripped off and caused the side panel to break off. This happened at the end of the bed. The customer service agent named Avin at the Vaughan, Ontario location said that the technician said this is from jumping over and on top of the bed. I am a 41 year old woman I do not jump on beds. They took pictures and the customer service agent could see that the quality of the product was not good and put me on hold to speak to the manager who came back and said that once the technician submits the report nothing can be done. I spent $5000 that day and it is guaranteed that when it is time for me to purchase any furniture I will not ever go back to the Brick and I will make sure that all my friends, family and friends of friends know that they do not stand by their products and warranty and come up with reports to avoid repairing the product. So it is not worth at all spending $400 on a warranty if it is not honoured.

I called the brick about a fridgidair fridge I bought with extended warranty that has developed a leak. Work order was given and I called georges appliances in cobden ontario which is the warranty service tech for the brick. He caled me back a day later and couldnt give me a time he could be here. He said he would call me this past thursday evening with a time he would be here on friday.. Thursday come and gone and no phone call, so I called him friday morn and again no answer so I left a message. He called back half hour later and said hed be at my house at 3pm. So I made sure I was home at 230 incase he was early.. 3pm no service tech. 4pm no service tech or phone call.. 435pm he shows up. I asked if he thought being over an hr and a half late was acceptable he laughed.. So I told him he could get in his van and leave. He then said its hard to give a time and I asked why he didnt call instead of me sitting and waiting.. He then left. So I called the brick customer service back and told them what had taken place and asked for a diffrent company to be sent.. I will not allow georges applianves to fix anything in my house.. If they cant call and say there running late and laugh at people that confront them, I can only imagine what the quality of there wrkman ship is like.. There are 2 or 3 companys withing 20 mins of my house that do the same wrk but yet the brick has this guy hired to do warranty wrk. If the brick cant send someone else and a more professional service tech.. I will not be buying anything else from the brick.. I am not happy at all and hope the brick will make this right. And also think about hiring a diffrent more professional service tech for there company.

This has been nothing but a mess. I went to your queensway location yesterday picked out a mattress and had delivery set up. The assistant manager checked my file and notes and let me pick out any mattress. The gentleman working said I could pick any mattress as the notes in the file didn't state how much the credit was for. Now I'm back at the store today to pick up the plastic to put on the defective mattress and I find out from the lady working there that the mattress I chose will not be covered fully because it's over the price of my defective mattress! She said if they give me that mattress collections will come after me because it costs more than what I originally purchased. I feel like everyone in this company doesn't know what they are doing other than wasting my time. Serta refuses to speak with me as they only deal with the brick directly. Between Serta and the Brick nobody knows what they are doing and both companies have very different policies. Serta says I have 90 days to use my credit and the brick says I have 6 months. I have the defective mattress sitting in my kitchen for over a month now and it is a huge problem. I work for a big builder and I would not recommend the brick to any of my new homeowners. Please forward this email to your VP, or send me their email directly. The amount of my time wasted in this situation is unacceptable and I don't know how you guys (both companies) treat customers this way. I expect to hear from one of the bosses asap! I can assure you I will share my experiences with social media and all of my new home owners who are taking occupancy for their homes in the next month.

Hi,
My name is Aminder. Kindly read my query and please solve it as early as possible.I am very unsatisfied and stressed out because of this problem.Totally heartbroken from their response.

We are Permanent customers of the brick since last 10 years.We buy each and every appliance from here only with warranty.We bought the 65"4K UHD Tv on 22october 2015 with invoice number 090351PGCWF with warranty of four year. We paid $679 for warranty too.

The problem is that we watched our Tv on Saturday night .It was perfectly fine working.Next day when we switched on the TV lines started coming inside the screen.We were shocked to see the lines .We informed the brick store where we bought the Tv.They just said to send the pics.We sent them.We were told to call technician.I called the technician.The technician came just day before yesterday and they said they will send the report, It will be covered depending on your warranty.We just waited for their report. Today in the morning, The warranty department sent me voice message that it is damage and not covered in warranty. You are responsible for your repairing.

I was not expecting this .No response from technician too. I called them back just asked howcome they can say it is damaged when nothing is there and lines are appearing inside .They just give one line answer it is not covered in warranty.Totally unsatisfied from them.

I have few questions:
What is report of Technician.We did not received it .Can they explain it technically what damage?how happened?We are not fools to damage our so expensive TV.
What is covered in Warranty? We paid a lot of money and nothing covered in that.If it is not going to repair our Tv, which is the technical default of the model, we are going to refund the warranty of our all house appliances.

We were just planning to buy more household appliances for new basement but If we will get such type of unsatisfactory and poor services we are not going to continue puchase further.The brick store is going to loose 10 year old regular customer.

Kindly respond as early as possible because we have to buy our basement all appliances, washer, dryer, mattress, microwave, oven, fridge early.

Please send me an early response at my email:[protected]@hotmail.com or reach me at [protected]

I bought my daughter a fridge from the brick. 40 days later it quit working. They will not help. She has to call the manufacturer herself, and the technician. They offered to loan her a used, 'unclean' fridge, that she had to pick up herself. She cannot do that. When I called, the manager refused to talk to me since I was not the customer. I bought the fridge, I am the customer. When he did talk, he was condescending. He told me things different than what my kids said. Now my daughter and 2 grandsons have to have their food in a cooler in the snow, while trying to get a technician to come to their home in a small town. Its been over a week. Terrible customer service and warranty. Spend your money elsewhere.