The Brick review: Here's what to do to file a complaint against the brick 8

On Oct 24, 2020 I purchased a 7 piece Modera sectional. Due to Covid, this wasn't delivered until Dec 31, 2020. I paid for the 5 year extended warranty ($399.99). On Feb 6, 2022, my daughter accidentally spilled cherry kool aid on the corner modular chair piece. I submitted a claim. On Feb 12 an inspection was done and was told I would get a whole new new corner piece. On March 7, I called the Brick to find out the status. I was told the claim is still outstanding and I had to wait. On April 25 I called again and this was when I was told that it was just the fabric I would be getting. I complained that the liquid would've gone into the foam of the chair but was told that was all I would get. I was then told the fabric was ordered and with the technician so I would likely get a call soon. I spoke with someone named Amanda. On May 17 I called for a status update yet again and was told I had to wait. I indicated this has been outstanding since Feb but was told by someone named Pat, I had to call the manufacturer because once the claim is input I have to deal with the repair company yet she didn't have any way for me to get in touch with this company. On May 25th I called again and was now told that we were waiting on the fabric, it comes from the manufacturer and should be receiving it by and of May. June 13 I called yet again. Was told by someone named Pat that the warranty takes over and I just had to wait. I asked to speak to a manager but of course there were none available and she would get someone to call me the next day as she wasn't in yet. On June 20 after not hearing from any Manager, I called yet again and spoke with Wanda who said by the end of next week, we should get a call. On June 24 still nothing. On July 20 I called yet again. Spoke with Wanda again who said she can't do anything, that it was up to the technician as to when they receive it but she said she could email the company to see if there were any updated. She closed the call by saying she didn't think she would hear back, because they never reply and to not be suprised if I didn't hear from her. Guess what? I never heard from her.

Now it's Sept 29 and I still wait. This is the worst customer service I have ever seen. Not only does the Brick have no clue who holds the warranty, how to get in touch with anyone and what to do if they don't hear back but I have paid for a 5 year extended Warranty for nothing. This was the first thing I ever bought at the Brick, for good reason, and this will be the VERY LAST THING I EVER BUY FROM THE BRICK.

I purchased one of their top king mattresses from The Brick store in Edmonton AB Northside of the City , address 12222 137Ave T5L4X5, after two years it sagged,I did the replacement process and I paid the difference and finalized the sale which was 83 dollars diff.

After 3days they contacted me saying we did a mistake on the price of the mattress and you have to pay 297 dollars more . Like come’n now that mistake is on you not on me . I was waiting that they will deliver the matters instead I got this , I talked to the manager Mr Randy and he yelled the heck out of me didn’t even listen a word that I said . I was so disgusted how they always handle their customer . Please be careful if you are going to buy from brick , they definitely don’t deserve your money. They are far from professional and rude .

I hope this will help someone’s.

I purchased one of their top king mattresses from The Brick store in Edmonton AB Northside of the City , address 12222 137Ave T5L4X5, after two years it sagged,I did the replacement process and I paid the difference and finalized the sale which was 83 dollars diff.

After 3days they contacted me saying we did a mistake on the price of the mattress and you have to pay 297 dollars more . Like come’n now that mistake is on you not on me . I was waiting that they will deliver the matters instead I got this , I talked to the manager Mr Randy and he yelled the heck out of me didn’t even listen a word that I said . I was so disgusted how they always handle their customer . Please be careful if you are going to buy from brick , they definitely don’t deserve your money. They are far from professional and rude .

I hope this will help someone’s.

I am a first time and last time brick customer! I'm a 53-year-old disabled lady who doesn't have any support at all. I finally got a bit of money to buy some brand new furniture, which I have never had in my life, and I decided to make a phone call to the Brick here in Victoria, BC. I talked to a Sales agent who talked me into going all the way to the Brick to pick out and pay for the furniture. I was very firm in letting him know that I needed everything delivered and that I needed the bed frame setup. my disability has affected my life in such a way that I am not supposed to bend or lift. try getting stuff done with no support under these conditions! He assured me that the delivery people could do this. Anway, the long and the short of it is that two weeks later I finally got my bed bed frame and rocker recliner delivered. I asked the men if they would please set up my bed frame and they said they would. I happen to go downstairs and talk to the staff in my building while they were putting the bed together and the bed frame. They carried everything into my suite by hand. in less than 10 minutes both delivery men were ready we're coming down the elevator and going back to their truck. So, I spotted them leaving and ask them " are you done already?" they said oh yeah. I didn't think much about it and I gave them each a $10 tip. as soon as I walked into my suite, my phone was already ringing it was an animated or an automated person asking me to fill out to answer some questions about my satisfaction with the delivery and the products from The Brick. I just automatically started responding, you know that everything was great, because I didn't know any better at the time and had waited so long for this delivery. after I hung up I went to sit in my rocker recliner and from the back of it I could see that the back support part was not straight and level. I could see the right side looking at it from behind was was the problem and so I touched it to see if it moved and it did so I thought that was weird. the next thing was that I saw a bag of nuts and balls sitting on my windowsill unopened. I was sincerely hoping that that wasn't the nuts and bolts that were supposed to be holding my bed frame together! I was unable and am unable to go under my bed to see if he's not some bolts are supposed to hold my bed frame together. I am absolutely not supposed to get down on the floor because I cannot get up! and I'm serious when I tell you I have absolutely no support I have no family no friends and the people in the building don't help me and the staff don't help me and so I had no way to deal with this so I just started crying and filed it in my brain under "more stress ". I sat down in my rocker recliner and I realized immediately that it did not support my weight very well. it had a lot of play moving when I moved side to side and it started creaking and making wood wood breaking noises. I just couldn't believe it. I did contact the assistant manager at the Victoria office store at one point soon after this to let him know of my concerns and complaints about the delivery. he assured me that he would get to get talk to the manager and get back to me as I did request a full refund. I explained to him that I was disabled and could not just flip the chair over and see if I could fix it myself. why should I anyways? it was supposed to be brand new and I paid a lot of money for it! suffice to say I never heard back from anybody and this was at least two and a half months ago.

I'm absolutely disgusted with the customer service or lack thereof from The Brick they had no problems taking my money from me but have not been able to help me since the delivery. I think the assistant manager should be fired for not following through on helping me. the delivery man should be fired for not putting my stuff together and leaving within 10 minutes of the delivery. I want to complain about the automated questions and survey or whatever that I had to answer before I even had a chance to look at my stuff really. I realize now that hindsight's 20/20 but I do believe I need a new chair and I need some help putting my bed frame together permanently. I would like compensation for all my stress because this is made me close to a nervous breakdown. I am so so disappointed with the Brick and will never recommend it to anybody who asks me where to go for furniture. Thanks for nothing but more gray hairs and the stomach ulcer You suck, The Brick!

Teresa Steer, an unsatisfied unimpressed customer (with still unresolved Brick furniture and delivery issues) from Victoria BC.

Had a Fresno dresser delivered Dec. 28, 2021 at 11:17 AM. Box opened after the delivery persons left the unit. After trying to get the drawers to sit on the glides, it became apparent that the drawers dimensions were too small for the dresser opening, as they kept dropping off the side glides. I called the store within a half hour of the delivery and was advised to send an email with pictures to an email address. No automated acknowledgement of the email was received and no follow-up two days later. I suspect the store was trying to have the 48-hour complaint window expire without acting. Found another email address for the store, forwarded the initial email and asked about the resolution for the dresser issue during a call about a missed delivery (that's another horror story itself!). Was told there was a need to speak to a supervisor and that they would call back. During all of this, did get an email asking for a product review. The review of course was negative and never posted. The Fresno dresser still has zero reviews as of today, despite my sending the one The Brick solicited from me. This should tell you that buyer beware. If there are no product reviews, it's because the company is gate-keeping and there are probably a ton of negative reviews that they have not posted. I am VERY disappointed in this experience and would NOT recommend The Brick on either product quality, delivery experience, or customer service.

If the company acts to resolve all the issues that have been put to them by email and phone, this may be updated.

The Brick promised a Sylvania tailgater Bluetooth with the purchase of a TV. I received the speaker and TV on the date promised, the customer service manager sent the driver back to take it back from me. Surprise on me, I was told that I wasn't suppose to get that one even tough it was the exact same one that was on my paid invoice. I waited 20 days for delivery and never once did anyone from the Brick or Brick.ca contact me to tell me it was an online mistake. They took it back so aggressively and now I have no speaker. The customer service manager I spoke to was NASTY! I have never witness such unprofessionalism ever!

Never buy from the Brick

I bought a set of dining table and 6 chairs

They delivered it to me 2 weeks later and all were defeated.
I called them 2 minutes after the delivery guys left and they said they come like that and you have no choice.
I took them to the store I delivered them to the store and they were extremely rude to me and my wife. The place is in Hunt Club Ottawa
90 % of the staff are from Middle East and they started speaking bad a bout us in their language one from the customer asked them to stop, he said if they do not understand your language that does not mean you can insult them.
I will never go back again and all my friends as well the brick is the worst
Do not believe them do not buy from them

FYI
For anyone purchasing from THE BRICK who does not receive promised delivery dates, you may CANCEL agreement as follows:

If the supplier does not make delivery within 30 days after the delivery date specified in this agreement or if the supplier does not begin performance of his, her or its obligations within 30 days after the commencement date specified in this agreement, you may cancel this agreement at any time before delivery or commencement of performance. You lose the right to cancel if, after the 30-day period has expired, you agree to accept delivery or authorize commencement of performance.

If the delivery date or commencement date is not specified in this agreement and the supplier does not deliver or commence performance within 30 days after the date this agreement is entered into, you may cancel this agreement at any time before delivery or commencement of performance. You lose the right to cancel if, after the 30-day period has expired, you agree to accept delivery or authorize commencement of performance.

We do not have a delivery issue but many other issues, so we will NEVER purchase from THE BRICK ...