The Brick
reviews and complaints

We purchased a brand new mattress from the Brick + a bed frame with a headboard as well as a mattress cover.

The mattress was delivered on June 17/22 with the headboard. The delivery guys advised that the bed frame is missing. We did confirm with Raji (our sales rep) the night before that everything we purchased would be delivered together. But the bed frame was no delivered. We have since received two calls from The Brick advising that there is another delay with receiving the bed frame. Hence, the mattress has been standing unpacked in our hallway since we still do no have the bed frame. Yesterday my husband unpacked the foil from the mattress and we were shocked at what we saw. The mattress delivered is not new, there are stains on it and all the tags are ripped off including the warranty tag of the mattress. I have attached photos of what has been delivered as well as my invoice. We then looked at the mattress cover and noticed that the package is taped up and the mattress cover appears to be used as well! We are absolutely outraged at this.

I just placed a call to Leena Thakur, (General Sales Manger) as we were dealing with her and Raji G. She advised that we have to write an email and report this issue asap.

We are extremely disappointed with The Brick. This is absolutely unacceptable. How can a used mattress be delivered? Especially during COVID, this is very disgusting and unsanitary. We have a newborn baby in the hospital and I made a special trip home on June 17 to wait for the delivery and was assured by Raji G the sales person what all will be delivered and well. But what has been delivered is a used mattress and used mattress cover and the bed frame is still not delivered.

Please rectify this issue as soon as possible and get in touch with me. We are expecting this mattress to be picked up as soon as possible and replaced with a new mattress which is what we purchased and paid a lot of money for! We are currently without a mattress.

Please contact me at [protected]@gmail.com

Myself, my mother and sister went to the Kenastaon Avenue Brick in Winnipeg, Manitoba this past Sunday and found a kitchen table with 4 chairs to buy within a few minutes. The listed sale price on the table was $999.99 for the table and 4 chairs, reduced from $1399.99. My mom stated to the sales lady she would purchase the table but would also like to look around the store to see what else she would like to purchase as the same time. Within a couple minutes, the sales lady took the price card off the table and said the sale price had expired but because it was still being advertised on the table for the sale price of $999.99 she would have to honor the expired sale price but would take it off so no other customers would see it.

After another few minutes, the same sales lady came back to us, after saying they would have to honor the sale price, to say her manager, Harold Dustin Holm, said they would and could not honor the listed sale price. I asked to speak to him immediately as we had already been told it would be honored.

He came out a few minutes later only to say the sale price had expired and he could do nothing about it. He offered no solution other than "there is nothing I can do". We had been told it would be honored as the sale price was still listed, only to be told in a very cold, unapologetic manner, it would not be honored. This is the absoluste customer service I have ever expereinced and still cannot believe that after being told it would be honoroed. to then be told it would not, plane and simple.

Purchase an LG refrigerator 4 years ago with an extended warranty. King and State the warranty company says they have no LG repair technicians near us. We called LG to find out that King and State have lied about location of repair technician. Here we are two weeks later with resolved issues at all. Now today LG tells us we have to pay $299.00 for a repair technician ourselves. Here we are out of a fridge, out a freezer and fridge full of food and now they want us to pay more. The Brick and incredibly UN Canadian company!

Purchased this sectional in Sep 2020 WITH ADDITIONAL WARRANTY, received it in Feb 2021 and by Dec 2021 it was already disintegrating. The fabric had a lot of pilling and was starting to sag at places. I opened a warranty claim but due to my pregnancy and the convoluted warranty claim process I wasn't able to complete it. In June after having my baby I opened a new warranty claim and a tech was sent to our place to inspect the sectional. The tech did not even check the springs on the sectional and the break is denying our claim now. The couch is in really bad shape, the fabric has pilled all over, there is now a tear in the fabric at the seam as well, the springs have sagged and the seats are now uncomfortable to sit in. I have reached out to the brick numerous times and am not getting a response back. Someone gave us a call and hung up when we tried to explain the issues with the sectional.

Apparently fabric disintegration, extensive pilling and sagging and dips in the sectional are not covered by the warranty? Very unhappy with the service we received and all the money AND TIME I had to spend on this. Would not recommend anyone to purchase from the brick anymore and NEVER purchase the warranty as it is a scam and their quality is absolutely terrible. For a $5000 sectional, I expected more. I also expected much better service. Very very disappointed.

Good Morning,

I am sending this email because I m exhausted from the local brick store, by listening to the delays from them

I placed the order for the HBL8743UC Microwave/ Oven for my home and it has to be installed on the wall I purchased and paid that on 15-SEP-2020 and order no is 0915034COBV.

Delivery Suppose to happen on June 2021 and Today is 03-Aug-2022 and we still don't have the Product yet,

I am looking for compensation on that as well as my Microwave/ Oven Shipped ASAP,

I spoke to the local brick and they keep on delaying the Delivery date last time they told me, It will be delivered on 05 Aug 2022,

Yesterday again I followed up and they now telling me it will come on

24-Aug-2022.

I am tired of the excuses they have been doing with me from last

1.5 yrs

I want it delivered on 05 Aug 2022 or you can take all the bosch products from my kitchen and I will cancel all the orders and take the refunds for everything,

If you can't do that let me know I can pursue that in Small claims court.

I have been your loyal customer for the last 6 years spent almost $100,000 in sales in your store,

Thanking you,

Amrinder khera

[protected]

I want an apology letter as well as my product delivered on 05 Aug 2022 as they promised me before and Compensation for delaying the products

and if that can't happen then I need a refund as well as the All the bosch appliances delivered to me that can be picked up as well and refund me that too,

I can look at other companies out there,

We purchased a Simmons Blacktop king-sized mattress and matching box springs from the Brick in Kirkland, Quebec in March of 2020. They were delivered in June 2020. We found that, on the left-hand side of the mattress, there was a distinct bulge. We quickly reported the defect through proper channels, but The Brick/Simmons refused to deal with the problem. As we discovered the Law Tag had been cut and we were unable to supply the required information. Our reporting of the fact the tag was obviously cut before delivery fell on deaf ears.

We now find that bulge has become even more pronounced, and a similar one, even more extreme, has developed on the right-hand side. Hence, we again raised the issue with a July 10, 2022 letter to the Brick’s Customer Service in Edmonton. In response we received a telephone call from our local Brick store’s Manager who was very combative. We explained about the cut law tag and he went on and on that, if we could not produce an intact Law Tag the Brick would do nothing. We explained that it was delivered that way, and what benefit would accrue to us by cutting it anyway. His response was that we should have looked for an intact Law tag when it was delivered. We wonder how many Brick (or indeed any) a mattress purchaser would stop the delivery to look for the law tag. Indeed, how many even know a Law Tag exists.

We followed up with a second – July 20th -- letter but, to date, no response.

Our assumption is that the mattress was previously sold, and returned, with its law tag information already reported due to the defect, and hence in the system. Therefore, the tag was mutilated in order to derail our ability to use that information in a future submission.

July 28,2022 The Brick 1065 St James Ave Winnipeg Manitoba

I had purchased a mattress for my daughter and within 15 to 20 days the bed must have been defective as the springs where popping through and was really uncomfortable to lye on. When I talked with customer service they said no problem bring the mattress back and we can refund your money or you can re select a new mattress.

So I called the night before I was going to drop it off to ensure everything was ready so I could drop it off the next day. I get there the next day and drop it off and was told to go to the sales department for my refund. Once at the sales department I was told I could not get a refund for the mattress and the manager said we have never had this policy before to get a refund. I proceeded to tell her that when I called I was told I could get a refund and when I dropped off the mattress the warehouse staff told me to go to the sales department to get my refund so I was really confused.

The manager then said I would not be able to get a refund and I just said I don't understand I had called 2 times and was told that it was no problem and it would be refunded.

I am really disappointment to go through all this being told everything was alright with the refund and then when I go to the store they said no. The manager was really unprofessional.

Its not even about the money its the principle of the fact and the communication and being misdirected and told one thing and then when you get there told another. Utterly frustrating!

This review concerns the Sterling motorized recliner. I bought one in 2021, motor died after a few months. Turns out it was a store error, wrong motor was put in. Waited 90 days, during which I battled the rude manager numerous times for a replacement or money back. Wrote letters to the BBB, did reviews, etc. At the 90 day mark, I finally got my money back as a store credit.

Bought another one, because the chair itself is great. And the odds of having another motor go was pretty much nil. Nope. 3 months in, gone. I patiently waited the 90 days this time, went in, n assumed I'd get my store credit again. Also no. Oh, I was kindly offered 60% back in store credit, on a $2,500 chair. Or wait possibly three more months for a part.

So I've effectively owned 2 chairs in 1 year, with total usage time of 6 months.

WORST company to buy from, it's like they purposely hire arrogant, rude managers.

My new slide in stove was delivered and installed yesterday. As it was being installed I questioned the delivery people about increasing the height of the stove to be thrush with my granite countertops. They said they could not correct this problem. As I read my manual it stated that the range could be raised by adjusting the screws on the legs. I need the Brick to correct the installation.

Hello,

I would like to file a complaint for a warranty that was not honored. When I purchased my sectional sofa from the Brick (20 Ashtonbee Road)back in 2017, I paid for a 5-year warranty as well. The stiches of the sofa started to come apart, so I called the Brick to claim the warranty and submitted the form with pictures and someone came over and completed the inspection. I was told the damages qualify for the warranty and I have 2 options: Pick a replacement sofa OR receive a 40% refund (based on the price of the sofa). However, the sofa we have now was discontinued and I didn't find anything close to the sofa I have in terms of color or size. So, I called the Brick and asked if I can wait to pick a replacement since there were no options available to my liking and the answer was "YES". And I even called multiple times to ensure I still have time and there's no deadline and every time I was reassured that I still have time for the warranty replacement .

However, when I went to customer service the other day, I received a completely different answer. The manager said that you only have 30 days from the day the claim is approved to make a decision. I was in complete shock. I told her the entire story and said that if someone had told me about the 30-day timeline, I would have taken the 40% refund at least. She insisted this is the policy and everyone at the Brick is aware of it. I told her that the Brick needs to inform the customer of these policies and I'm so disappointed that no one mentioned this even though I called multiple times to confirm as I had heard from other customers that the Brick uses any excuse not to honor warranties. After 20mins of talking to her, she said she left a voicemail in January 2021 on another phone # (not mine) to say we are approaching the deadline. I did not receive such voicemail and neither did my daughter (the phone # I put on the file as backup just recently in 2022).

I am extremely disappointed and unhappy with the Brick customer service. I paid for a warranty that they will not honor. I received contradicting info even though I did my due diligence as a customer and called multiple times to ensure I was able to use my warranty. Please escalate this matter to honor the warranty I paid for and is valid till August 2/2022.

Thank you,

we bought sofa set, coffee table with side tables and tv stand with fore place on 13th june and we have been told it will be delivered end of June we waited long and received delivery on 19th July.Two delivery persons came and we asked them remove the shoes or use Booties on a carpet, They were very rude and left the all furniture in our hallway. I called the delivery department to complain but the supervisor said that delivery person replied that we i offered booties but customer refused. I told her that its not true and i let her to talk to my son"s ABA therapist as she was eye witness of all that matter but the supervisor still on there delivery staff side.I called to Hamilton Brick store and spoke to them but i have been told that we have to be on our co worker side.

To whom it may concern,

I ordered item AIMYGYAC Grey accent chair on Sept 26,2021 at The Brick store in Sudbury, Ontario, 747 Notre Dame Ave, P3A 2T2 and received it 8 months later, a very defective chair around May with very crooked upholstery and uneven legs by 1/2 inch then was told a second chair was being ordered to replace the defective one. The Brick store called us to tell us it would be in on July15. I went to the store to pick up the chair after again waiting since May and was told the chair was still in Toronto.

I am very disappointed with The Brick and if not compensated for my time and gas to and from the store I will not hesitate to tell anyone of my ordeal with The Brick.

Yours Truly, Wayne Poitras

[protected]

213 Patterson Street

Sudbury, Ontario, P3C 2J8

[protected]@vianet.ca

We purchased King and Queen Bed sets, Comforters, bed-sheets and a couple of Sofa sets from Bricks in Milton in July 2022 for immediate delivery set and agreed for July the 9th.

The staff at the location is highly disappointing... including the store manager, Mr Harry... They lied about delivery dates, did not pass correct and full information on deliveries from the warehouse and the store. They were not willing to assist in coordinating with the assembly guys despite a charge for the assembly being collected at the store and called it the customer's own responsibility.

Above all this rigmarole, failing the full delivery on Saturday the 9th of July, I personally went to the store on the weekend (Saturday, the 9th of July) Mr Arvind the sales person who sold the Sofa to us. And his colleague Mr Singh confirmed that the sofa is in the TRUCK and will be delivered between 12 and 2 Pm that afternoon. Which was totally misleading information. As the delivery hasn't been made till the writing of this complaint - Tuesday the 12th...

On Monday, on yet another follow-up visit to the store, we personally met the store manager, who promised feedback immediately and directed one of his staffs Ms Kajool, to revert to us with info on assembly appointment for the beds, the Sofa delivery delays and why Mr Singh and Arvind mislead us on Saturday. But unfortunately, she ALSO did not call back, YET! We called the 905 Brick number several times on Monday afternoon to reach her, but there was NO Reply even when option to press to 2 to speak to a customer rep or 3 for same-day delivery query.

Mr Harry of course never followed up despite his assurance that he would do so from home becos he was away for the next coming two days.

Can you please have this investigated and surely, for the torture meted out to me and my family who have just moved to our house on the 9th becos there is no place to sit or a decent assembled bed to sleep... Brick needs to take action against the persons involved and also to compensate the customer.

Details of Order and Invoices can be produced, if required

Thank you

Hanan Al-Fuqaha

[protected]

301 Giddings Crescent Milton

Was in the Belleville store on Sunday.

Purchased a Beautyrest Signature King Mattress and Boxsrpring along with a pillow and mattress protector.

The salesman in the store was very helpful and put us on the bed we really wanted. He then told us that the mattress would be available Tuesday but we would have to wait for the boxspring so we set up a pickup for the next Saturday.

Saturday comes and I get a call from the store saying “Your order is here and ready for pickup”.

I advise them I will be there shortly so I hook up my trailer and drive into town to pick it up.

I get to the pickup doors and they tell me your mattress is not here. I said you just called me and said it was ready for pickup and I explained that the mattress was suppose to be here Tuesday and we were only waiting until Saturday so I could make one trip as we were waiting for the boxspring.

I got told “ oh we don’t speak to the upfront employees so I don’t know why they would call you”

I drove away after wasting my time on a Saturday driving to pick up my order that wasn’t at the store so I called the “front” of the store to ask why I would be called and told my order is ready when clearly it wasn’t.

The response was rather ignorant. “Well your boxspring and pillow are here”

After explaining that I can’t exactly sleep on a boxspring without a mattress and didn’t really appreciate having to drive into town when gas is $2/litre and wasted my time I was rudely asked “is there anything else we can help you with?”

I didn’t respond to that and hung up.

If I was told on the original phone call that my mattress was not in stock and not ready for pickup that would have been fine. Calling me and telling me the order is ready and wasting my time and gas to pick up my order only for it to not be there is quite unacceptable.

So in turn The Brick does nothing to compensate my gas and time and I still don’t have a mattress.

Not happy and quite disappointed in the responses I was given.

I purchased my appliances at the Newmarket Brick on June 28, 2022, with Sara. While talking to Sara I advised that I don't have a gas line since I purchased a gas range. She assured me that they could install a gas line while finalizing the sale and quoted a price of $210. I confirmed this again and she showed me the charge on the receipt assuring me of this. On Monday, July 4th, 2022 the technician came to my house and advised that I did not pay for a gas line installation and that the store did not understand this. He said that if I had made a payment of around $200, then the charge is for stove installation and that a gas line installation cost is around the $300-400 range. I called The Brick and spoke to a member of the sales team, he advised that Sara either misunderstood the situation or quoted me the wrong price. He then spoke to Manager and advised that they would be sending me a Tech to do an estimation and based on that cost, the $210 I paid would go towards the amount quoted. The technician was supposed to call me before Thursday, July 7th, 2022 as I advised that I sold my stove and the upcoming weeks would be impossible to get anything done. I called brick on Thursday, July 7th, 2022 as no one had called me. They told me to call the installation line because everything is good on their end and they cannot do anything. I called the installation line and spoke to Patricia. She advised that there was already a quote on my file but there was no technician sent out. She stated that they should not have charged me $210 prior to an estimation being done for a gas line and that the quote was $678.98. I am not sure where this number came from since no one came to do an estimation. The concern here for all companies seems to be money and not customer satisfaction.

On October 26, 2020 I went to the brick that is located on 1352 Dufferin street Ontario. M6H 4G4. I was a frequent customer for the brick until now. I have bought fridges, ovens, washers and dryers, and bed sets from the brick for years on years. I was looking for a real leather sofa set that would last me a while. A sales person by the name of Nisar H helped and told me that this sofa set would last me at least 6 years. It has only been less than 2 years and the sofa leather is already chipping like crazy. And yes, I cleaned it with leather cleaner and got leather protectant. I told the sales person that i wanted a sofa set that lasted long and that would not wear and tear easily because my family and i sit on our couch often. I spent about 5 thousands on this set. I am so disappointed in this quality and false information i received. This is my last purchase with the brick. I have been having many issues these past years and this was my final straw.

We bought a Samsung 75" TV from the Bricks store on Merivale in Ottawa, it was delivered on Friday, June 17, 2022, to our place in Leduc. We mounted it and watched it for the first time on Tuesday June 21, 2022. On Wednesday, June 22, 2022 (the next day), the TV stopped working. It will start like it booting then go off repeatedly on end. It will neither come on nor go off using the remote. We've had to turn off the socket from the mains since we can't turn off the TV.

We contacted the Bricks in Edmonton (which was responsible for our delivery) to complain as the TV is a dud, we asked for a replacement. They told us to contact the bricks in Ottawa where the purchase was made. The Bricks Ottawa then asked us to contact Samsung as there was nothing they could do for us.

We contacted Samsung and have been waiting but nothing has been done a full week after this complaint. I do not understand why Brick is sending me to Samsung when they sold a dud TV to me and made me buy a warranty on the TV too. I am not asking for a refund at this time, all I want is a TV that works.

Friday June 24th, 2022 @ 10:00 am

Purchased a dryer and the machine was not fully put together. The dryer door was missing screws to keep it together.

Went in to ask for a refund since I was not going to wait weeks for a new dryer to be delivered or to wait for an appointment with your repair person.

Asked for a refund. Agreed on $60.00. Was asked to wait 5 minutes for the paperwork. Waited 10 minutes then was told to wait another 10 minutes. I was frustrated and said then I want a $75.00 refund. The Manager came out and rudely yelled from a distance with other customers around "you only get $60.00 or you can wait for a new machine or a repair appointment".

Overly frustrated I left the store. My husband went in the store later that day to present the credit card that was used and we got a refund of $59.99. I took that as a slap in the face...not $60.00 but $59.99 like he got one over on me.

Horrible customer service from the store manager.