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2.3 1339 Reviews

The Brick Complaints Summary

419 Resolved
915 Unresolved
Our verdict: Engaging with The Brick, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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C
12:08 pm EDT
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The Brick Protection plan for furniture

I have purchased several items in August 2016 for a total of 10, 000 approximately. I also purchased the protection plan which I paid $700 . Part of the sectional is completely damaged skin pealed and padding went down. I submitted a claim in April 2019. I got an email confirming my claim number ID 4252840 and was confirmed that someone would contact me within 7 days. Until mid July I had received no answer so I decided to contact them. Spoke to a Gisele, who confirmed to me that she did not know why no one had contacted as I was covered to the padding but not the pealing. Keep in mind that I am within my 36 months of purchase. She confirmed an amount and when I told her that I did not agree she told me that she verified and was able to give a credit of 959 + tx. but that she would have to submit to her regional manager and would get back t me within 5 days. Still did not received a call back after exceed the 5 days I called back and they told me that Gisele is way and that no one else could help me. Ridiculous service, nonchalant and simply they don't care...

The sectional that I purchased is discontinued and honestly do not which to replace it with another sofa because I am very dissatisfied with your service from the beginning. We had to have 3 deliveries because they could not get it right and items and certain items had a defect !

And since you do not offer replacement cost, which I should be entitled to it, which is 1800$ .You are depreciating the item ( I would never have purchased this insurance if they would have given me that information). They only gave me the wording of the protection plan after... I trusted the sales rep, big mistake !

Now since the item is discontinued I would like someone to contact me and confirm my credit amount for which I am entitled and also I wantto be able to replace it with anything in store except with sofa's since with that credit I am not able to find what I want and to not intend to pay for a difference for sofa's that I do not like to quality.

Since the item is discontinued I am allowed to chose anything I want, especially since it is not replacement cost. I have been in insurance for over 30 years and understand what I am entitled to.

So far service has been atrocious, and I am losing my patience.

Awaiting your response promptly

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1:05 pm EDT
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The Brick customer service

We visited the Brick Outlet store in Regina on the morning of July 21. When we entered the store the associate at the front desk told us if we find anything he can give me the promo price. We found a chair we wanted to purchase and I asked my son to go to the desk and tell them we found the chair we wanted. He said they would be there in 2 minutes, we'll we waited and waited. My mom was with me also (90yrs old and in her wheelchair), we decided to walk around the store then we decided to just leave as my mom was getting cold in the air conditioning. We got to door and another associate came running up. I could not understand a word he said, he also spoke only to my son. My son told him his mother was buying the chair, but he ignored me and spoke to my son. We went to front desk and the original associate was there. He keyed in the sale and I asked about the discount he ignored me and kept helping the associate on his pc. I told him we needed it delivered and he told me not once but twice to make sure I was home for delivery (I am not stupid). He then asked how I was paying I told him credit card and asked again about the discount. He told me he took $50 off. When we got back to our vehicle I checked the receipt and there was no discount. I will never shop there again customer service was horrible and I was lied to.

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12:10 pm EDT

The Brick delivery

I purchased sofa, love sit and bed frame in this location last June 17, 2019 and set up for delivery on July 13, 2019 as day gone by with the delivery date I traveled from work since my work place is 2 ours away and only went home to received the delivery, the days came in and I called them about my delivery and the store told me that I'm not expecting any delivery, I was so furious and went to store learning that my order was not available yet, I ask why did not not called me that way my time and gas is not wasted and just say sorry to me and will just gonna call me once product is available out of my frustration I just went home since I really liked the furniture that I bought,

After a week the sofa and love sit was deliver and after another week the bed frame was delivered but during my purchased they told me I'm paying delivery fee because they are the one who will assemble my order and get the boxes out of my place which never happened

I am so mad because I paid for delivery fee and expect that they will assembled it, I past the first experience even though I should be compensated with my gas for what they did the first time and then this second delivery makes me more angry,

The fact that no one called me even the sales person who sold me the furnitures to personally apologize,

This is worst experience ever in my life and I will never purchased anything from this company anymore and telling every people I know that I will warn them before purchasing to this company,

I demand refund and gas compensation in any form.

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6:49 pm EDT

The Brick manufacturer's warranty

I want to reach upper management for the brick since the brick manager in sarnia can't help me to solve my problem, I've been communicating with both Hisense and the brick regarding RA for replacement for my fridge the I bought from brick and now stop working and still under manufacture warranty please read the message from hisense and let me know if you can help or we should ask hisense to provide different paperwork to solve my issues
attachments unless you recognize the sender. **

Hello Haidar,

Apologies for the delay in getting back to you. I had to track down the appropriate information in order to relay to you. I understand you are frustrated and the last thing we want to do is add to that. The Brick decided to stop carrying that particular refrigerator, and therefore, Lowe's picked it up. The decision to carry particular products is that only of the retailer and we have no say in whether or not a retailer stocks a particular product.

Please see our email correspondence with The Brick below sent on July 9th. I have also attached your RA document for your references.

___________
Hello,

Pls see attached pre approved RA for Hisense fridge for Haidar Safa, attached Brick receipt as well.

Unit has defective compressor and not repairable.

Pls help to reach out customer ASAP as unit is not cooling.

Once receive original unit back, pls reach out to [protected]@hisense.com with ref # 53170514.

Thanks
______________________

We did not receive a reply to that email. Unfortunately, we are in a position where our hands are tied. We are not able to dictate The Brick's return or refund policies. We do not sell direct to customers and are therefore, unable to offer them ourselves. All we can do is process a return through The Brick to ensure they provide you with the full amount that you paid for the unit - in this case, their policy is a store-credit or store exchange only of that exact value. I believe they call it a re-selection credit for you to obtain a working refrigerator. We want you to have a fridge that works - whether that fridge is a Hisense or not. We are sorry that you ran into compressor issues - because they are un-repairable - and that is why we offer the 5 year compressor warranty on the unit's through the retailers.

You are free to try to escalate higher up in The Brick to see if they will offer you a one time goodwill refund, but I cannot speak to their policies as I do not officially know them. The attached document may help if you decide to go that route.

Please let me know if I can provide additional information or clarification for you. Again, I do apologize for this experience - we're very happy that you loved your Hisense RF20 refrigerator and are sorry that The Brick is unable to offer you a direct exchange.

Thank you for contacting Hisense Canada.

The Hisense Team

From:"Haidar, Haidar (Sarnia)"
Sent Time:2019-07-26 01:04:53 (Friday)
To: HisenseCanadaInfo
Cc:
Subject: RE: RE: we need replacement to our fridge

Sales person name looking after my case, her name is Jennifer H her phone no 519-542-1461 at the Brick . we called today even with the fridge we forced to take (our fridge counter depth) they said wait till August or more we didn't get answer from Manufacture. And she refuse contact you, she said this is not her job.

So please help me to get the money from them, or repair the one in my house, since I Cant go again and talk with them about this matter. I done that for more than 4 times with family and kids. The most thing upset me they spend hours to get you buy something but they don't want spend minute to solve my issue

From: HisenseCanadaInfo
Sent: July-25-19 12:48 PM
To: Haidar, Haidar (Sarnia)
Subject: Re: RE: we need replacement to our fridge[External Sender]

** [EXTERNAL SENDER] Do not click links or open attachments unless you recognize the sender. **

Hi Haidar,

I can see on this end that the RMA was issued to The Brick on July 9, 2019.
RMA# 53170514.

I am going to have my service team escalate internally to The Brick and ask them to put a rush on this. I have no idea why there is a delay. There are no notes in our system from them that would indicate a problem. I apologize. I will update you as soon as I have more information.

Thank you,

Hisense Canada

From:"Haidar, Haidar (Sarnia)"
Sent Time:2019-07-26 00:41:56 (Friday)
To: HisenseCanadaInfo
Cc:
Subject: RE: we need replacement to our fridge

Yes we did whatever is mention in number 1. We called, they inspected, sealed issue, they said we are eligible for new fridge, the old fridge was purchased from the brick Sarnia, they don't have the same model, and here where is the issue you start, we down grade for cheaper one and still waiting

My name

Haidar Haidar
1615 Mills St Sarnia, On

Phone # [protected]

Case # 150 289 106

Thanks for the quick response

From: HisenseCanadaInfo
Sent: July-25-19 12:22 PM
To: Haidar, Haidar (Sarnia)
Subject: Re: we need replacement to our fridge[External Sender]

** [EXTERNAL SENDER] Do not click links or open attachments unless you recognize the sender. **

Hello Haidar,

Your email has been received.

I am very sorry to hear about these issues you are having. Of course if your unit is under warranty, we will do our best to take care of you. Could you please answer a few questions for me:

1. Have you been in contact with our Hisense call centre yet to set up a service appointment to diagnose the refrigerator? We require a report by an authorized technician (also covered in our manufacturer's warranty) in order to facilitate the paperwork and replace the fridge if it is un-fixable to like-new quality. They can be contacted via 1-855-344-7367. If the unit is fixable, it will be repaired as soon as possible.

2. If not, can you please describe the issue with the refrigerator - i.e. not cooling, freezer not working, door fell off, etc. If you have not contacted them, can you also please send us a copy of the proof of purchase/receipt - we require it to process warranty claims.
3. If so, can you confirm that the phone number you provided below is the number that you provided them with when you called?

Please provide your full mailing address (physical address).

In addition to asking for the above information, I am going to escalate you to the in-house service department to see if anything can be rushed. I have no access into the call centre call logs - but they do - so I figured I would just ask you these questions to prevent a hold up with lack of information flow.

Please let me know and I promise, we will do our best to help you.

Thank you for contacting Hisense Canada.

Hisense Canada

From:"Haidar, Haidar (Sarnia)"
Sent Time:2019-07-26 00:08:20 (Friday)
To: "canadainfo@hisense.com"
Cc: "'[protected]@yahoo.com'"
Subject: we need replacement to our fridge

We are losing hope to replace our fridge under warranty . the brick is the store we purchase the old fridge putting all the problem on Hisense because its manufacture warranty not store warranty

We been waiting for three weeks and no replacement can you help us

Thanks

Phone no [protected]

Haidar Haidar, P.Eng
Civil/Structural Engineer, Worley
Worley_Logo_2019_RGB_email

*** WORLEY GROUP NOTICE *** "This email is confidential. If you are not the intended recipient, you must not disclose or use the information contained in it. If you have received this email in error, please notify us immediately by return email and delete the email and any attachments. Any personal views or opinions expressed by the writer may not necessarily reflect the views or opinions of any company in the Worley Group of Companies. How we use your personal data: https://www.worleyparsons.com/site-services/privacy"
*** WORLEY GROUP NOTICE *** "This email is confidential. If you are not the intended recipient, you must not disclose or use the information contained in it. If you have received this email in error, please notify us immediately by return email and delete the email and any attachments. Any personal views or opinions expressed by the writer may not necessarily reflect the views or opinions of any company in the Worley Group of Companies. How we use your personal data: https://www.worleyparsons.com/site-services/privacy"
*** WORLEY GROUP NOTICE *** "This email is confidential. If you are not the intended recipient, you must not disclose or use the information contained in it. If you have received this email in error, please notify us immediately by return email and delete the email and any attachments. Any personal views or opinions expressed by the writer may not necessarily reflect the views or opinions of any company in the Worley Group of Companies. How we use your personal data: https://www.worleyparsons.com/site-services/privacy"
*** WORLEY GROUP NOTICE *** "This email is confidential. If you are not the intended recipient, you must not disclose or use the information contained in it. If you have received this email in error, please notify us immediately by return email and delete the email and any attachments. Any personal views or opinions expressed by the writer may not necessarily reflect the views or opinions of any company in the Worley Group of Companies. How we use your personal data: https://www.worleyparsons.com/site-serv

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4:59 pm EDT

The Brick coffee table/dining table damaged

We purchased a coffee table as well as the dining set at The Bricks at (West Hunt Club location, Ottawa, Ontarion). Both items were damaged. Called to the store noone answered for a day. Went to the store 3 times to see the manager she wasn't there. Finally talked to her she scheduled the delivery for exchange the items without even asking the home address where to deliver it. She put the wrong address on file. Called her when received the email about delivery and saw the wrong address she blamed us for putting the wrong address and said that she asked us but she didn't. I took a day off at work to receive the delivery and they didn't come because she didn't change the address even though I called her a day before.
We wanted to return the items she said The Bricks doesn't accept returns. We don't want anything from this store. Who will compensate our time, money we lost for taking a day off, gas we spent on coming 3 times to the store for nothing because she is always on a break or not there? Customer service is awful. I will call my bank to cancel all purchases I made at The Bricks. I am not paying for damaged products and I don't have time to stay on my phone for days reach someone to schedule appointments. I wasted so many days, money, energy.

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12:29 pm EDT

The Brick mattress is defective and they won't honour the warranty

Submitted a warranty claim to the Brick for a defective mattress and they won't honour it. The side has collapsed 40% but they say that's not part of the warranty. There are permanent body indentations of 1.5 inches but they claim the indents need to be 2 inches. The store representative in London told us they had multiple issues with the specific mattress we purchased and the manufacturer had a bad lot, but the warranty department doesn't care. The salesman told us buying the over priced mattress cover would give us additional warranty but the warranty deprtment tells us that's not true. What is true Brick? That once we leave the store and you have our money, you don't care about standing up for your claims of warranty and customer satisfaction. I have spent thousands at the Brick over the years and you have seen the last penny you will ever get from me. Good job!

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12:21 pm EDT
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The Brick dishwasher and oven

I bought 3 appliances from the brick 6 years ago. The dishwasher was nothing but trouble - a true lemon in every sense of the word. It was a Bosch - a lesser priced - piece of junk maybe? I was blinded by the name. I now see clearly. (Yes I talked to brick - yes I had a repairman twice- yes I talked to Bosch) The latest repairman said it needs over $350 - water valve or something. He says it had been leaking so on top of this it could have caused a flood for the 11 floors below me.
The oven I was just told this morning needs a new information system? panel? - brain I guess. Over $500.00 for a fix. I live alone - with my cat - I probably used the oven 2 years worth of times. My cat doesn't cook, too lazy.
I'm goofing around because I know this is for basically getting things off your back.
Back in the day I bought a second hand Fischer Price high chair. I wrote (yes) to them told them it was second hand and could I order a new plastic arm as it was cracked.
Meanwhile I went to the Dr (yes this is connected) and found out I was expecting my 2nd baby.
I had a notice from post office that day from fisher price - it was a brand new high chair! Just because !
Moral of story back in day - companies listened / read your concerns and went out of there way to try to fix or help.
Anyway hope someone had a laugh. It would be great if The Brick actually read these.
Michele
Calgary

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12:01 pm EDT

The Brick furniture purchase

A series of items were purchased in early May 2019 online for my 94 year old father from the Brick. The items were delivered May 22nd to his new apartment. When first seen on May 25th after we moved him from Montreal to his new Ottawa apartment, it was immediately apparent that two of the items were not appropriate to his needs; a duvet cover set and the mattress.
In terms of the duvet cover, he simply did not need it (the room was warm enough for him and he would not be purchasing a duvet). In terms of the mattress, when put on the new bed that was also purchased, the mattress was too high off the ground for him to safely get in and out of the bed. He did try but was so afraid of falling he decided he could only safely sleep on his old couch.
I went into the Ottawa West Brick store and explained this to the staff on May 27th. They said it was store policy to not take a mattress back for at least 21 days given concerns that some clients just need time to get used to the mattress. In terms of the duvet cover set, they said they could not take this back as it was a hygiene issue. I had the set with me and showed that it had never been opened. They said this did not matter as this was the policy. I said that every online purchase I had ever made allowed returns of unopened and unused items and that this did not make sense.
On the matter of the mattress, I said that this too made no sense given the risk to the senior citizen of falling off the bed. They said he should have tried this first in the store. I explained that this was not possible given he is not very mobile and we were purchasing the item online in another city. They said they could do nothing given the policies, though politely said they agreed with me. I asked to speak to the store manager who they said was not in and would call me the next day (May 28th) after they explained the situation to him. I received no call and on May 29th I called the store and asked to speak to the manager. I left my name and number with the staff person who said they would pass it on. I did not get a call back.
On June 3rd I again called and was told the manager does not work Mondays and that they would get the manager to call me back the next day. I again did not receive a call.
On June 4th I sent a message to the Brick via their website outlining the situation as described here. There was not acknowledgement of that message and I never heard back.
One June 15th I submitted a claim via the Brick website to have the mattress returned as the 3 week period had passed. I filled out all the required information and provided the required pictures showing the mattress unused and on the floor as my dad was not going to be sleeping on it while in the bed we purchased given the risk of falling. On June 19th I received an email saying the claim to return the mattress was being denied as there was no evidence of a manufacturing defect.
I had done everything possible to try and resolve this matter. I went to a local store. I tried to speak to the store manager. I sent a message to the Brick through their website. I filled out their claim form and was denied. All this time my 94 father had been afraid to sleep in the bed he purchased and had an untouched duvet set he will never use.
In terms of the mattress, the Brick's website says things like "Your sleep comfort is guaranteed from the first night." It provides details like, When you purchase a mattress set from The Brick, you can take 90 days to ensure you're comfortable. If you're not getting a terrific sleep with your new set, you can make a one-time reselection. It says "We encourage you to use your new sleep set for at least 21 days before requesting a one-time reselection." It does not say that it will not take back a mattress unless you wait at least 21 days.
Unfortunately with the Brick refusing to communicate, I had to file a complaint with the Better Business Bureau in Alberta where there head office is located in the hope that this would generate a response. It did. I received in writing the option of returning or exchanging the products I did not want. I said I wanted to return the bed, mattress, bed cover which went with the mattress, and duvet cover. I subsequently received a call from the store manager I had been trying to reach who apologized and said they would promptly arrange for pickup of the products that were not wanted. Thinking about other people finding themselves in this situation, I asked about the procedures and policies that led to this situation and he said that this is being addressed. I thanked him. I was told to dismantle the bed which we had paid someone to assemble properly.
As with delivery, we needed to wait within a three hour window for the products to be picked up. When they arrived for the pickup they refused the take the mattress as it was not in a plastic bag. I was never told this was needed and did not have the bag from when the mattress was first delivered. The staff doing the pickup advised to go the store to get a bag and they would then come and pick it up.
I immediately called the store to resolve this, but there was no one answering the phone. I waited on the line for someone to pick up but after over a minute of waiting a message comes on saying all circuits are busy and to try again later. The system then hung up on me. In fact it took 7 calls before anyone answered. I even sent the store an email in the hope this might get a response which never came.
Ultimately I went to the store to pick up the bag and again put aside three hours to wait for the mattress to be picked up, which did happen.
Five days later I had yet to see a refund for the purchase. I called the store and again no answer. I emailed and again no answer. After 7 call attempts someone finally answered and eventually I received a call from their accounting department to confirm the refund.
I have lost track of how much time has been spent dealing with The Brick on this. It took only minutes to spend thousands of dollars online, but weeks to try and resolve a problem that could have been dealt with simply and promptly. Poor policies and procedures, poor employee attitude, and a lack of common sense and compassion for the customer, means buyer beware and stay clear of The Brick.

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12:16 pm EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Brick unethical behaviour/ poor customer service and resolution

I submitted a warranty claim for my love seat and sofa back in January 2019, by the time it was finalized, I went to the store reselected a new sofa and love seat similar to the one I had, there was an extra $1, 200 that my husband financed opening a new the brick credit card . As it was not in stock, although the sales person assured it was not an issue, it took three months for the items to be available . Once the item arrived the nightmare began:

Issues

1- Original purchase for the furniture was done online on boxing day and there was a headphone gifted with the purchase that was assigned a price on the invoice as opposed of being $0. As a result when my warranty was processed I received less than what I paid for the sofa and love seat and the customer service told me she could not do anything about it. Could she had given a credit for the amount considering I was going to reselect ?

2 - first delivery attempt the furtunire was broken, it never left the truck. Before unloading the item from the truck the driver said there was something wrong and opened the box to see the leather piece from the recliner was loose. As it is not posible to know that something is wrong before opening a sealed box, my guess is that the driver already knew .

3- attempt # 2: the drivers brought the wrong item, it was manual and I had bought a power reclining sofa and love seat . The drivers did not know that the love seat required assembly and told us it was two chairs plus a console.

4- Attempt # 3: the drivers damaged the new sofa and love seat transporting from the truck to my appartment as they took off all of the protective cover from the furniture claiming that it would not fit otherwise . Drivers from attempt # 2 did not to do this and managed to bring up the furtunite without damaging it - it was just the wrong one- Also ripped the console cover from my love seat when bringing my furniture back.

I am very exhausted to deal with the drivers and customer services .

- the first time I called customer service to inquiry about the delivery, the lady I spoke with told me the items were not in stock as the furniture I bought was not popular and outdated.
- every time drivers will argue with me to keep the furniture and exchange it later as they will not get paid if the delivery is not complete.
- they tell me the new furniture quality is suboptimal and that the leather will peel as the previous one - to go to Ashley furniture - delivery attempt # 1
- customer service does not follow up - they had called on Monday July 22, 2019 saying that a delivery was scheduled for Thursday without acknowledging what happened last time and giving a resolution of how they are in contact with the delivery company/division/third party to ensure there are no delivery issues.

At this point after seeing this furniture ripped, damaged before being unloaded from the truck, arguments with drivers, arguments with customer service - I AM EXHAUSTED-
My superintendent has asked me to pay $150 dollars to put the elevator in service again.
I get a bill in the mail every month to pay for something I am not in possession/enjoying yet.
I feel very negative about this whole experience and wonder how I can get my warranty money to buy a replacement elsewhere for my now completely damaged furniture by your drivers.
I do not have the time or the energy to keep getting damaged deliveries . I have not found a customer service at Ashtonbee store that takes ownership, follows up and gives me a resolution.

What are my options, I am tired to deal with the Ashtonbee store ?

[removed]
[removed]
[protected]@gmail.com

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4:13 pm EDT

The Brick missing parts/horrible customer service

Be careful when buying something from the brick... you could be missing parts. I recently bought a microwave from the brick and the employee ensured me that all the pieces were included. That was not the case as I was missing a main piece. I would recommend double checking your product as you only have three days to report something missing. The manager did nothing to help, so pretty much was useless. I was very disappointed with the horrible customer service.

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9:22 pm EDT

The Brick fridges, I purchase were not the ones I ordered demanded refund was only refunded 1 out of 2 fridges and have been given the run around.

Eugenie Bruce
[protected]

Refund and Reimbursement

Complaint

BK COQ The Brick Coquitlam #2Q
14010
604-941-0808

To Dave Freeman President, Human Resources, Customer Service

We have purchased two Brand new fridges from, The Brick in Coquitlam BC on the 23rd of May 2019 and was assured from the manager Ami, the color we choose will arrive on the delivery date with no issues.
When the fridges arrived, immediately we had concerns and called the store manager, Ami and complained about the color of the LG fridge that wasn't the one we chose, that the delivery guys brought to our home. Ami, asked to speak to the delivery person, she stated if it's already on the floor just leave it with them. The delivery man said no both of their old fridges are already on the truck and I have the new LG fridge on the back of the truck and she doesn't want it in her home, As it is not the color she requested and cannot force her to take it. This was the attitude from Ami the Store Manager from The Brick. She has been giving us the runaround since then till now, just to get our money back since we were unsatisfied since the delivery date the 25th of May 2019. She first told us no problem we will refund the full balance. Then told us to wait till we receive The Brick Card to reverse the transactions. At this point They haven't arrange a pick-up date for the smaller fridge and now they are trying to convince us that we have to keep the fridge, that they first brought in our home that is still wrapped up in plastic. She told us to contact The Brick's Head Office and to get notes put on our file to return the smaller fridge. We contacted the Head Office and they said that they don't deal with any merchandise from the stores and they don't have any file on us and Ami the store Manager should refund our money. We told Ami this and she had nothing else to say to us, only that we should contact the company of the fridge to get a technician to come to our house to see if it needs replacement. Originally both fridges were on one invoice but on July 3rd we went to the brick for reimbursement and to refund the monies from The Brick card, they even had trouble finding our invoice, instead "both fridges were on two, completely different invoices". The lady at the desk even said that's not right, as they should be on one invoice, not two separate ones.

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8:05 pm EDT

The Brick dresser

I purchased a dresser from the Richmond Hill store and the dresser is not as shown on website. Drawers are not deep enough and barely holds any clothing. I called the store and apparently there is no returns. This is ridiculous for online sales.

I would like to have the dresser returned and refunded.
Order #071294EDVN.

My email: [protected]@mpmichaudgroup.com

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6:14 pm EDT
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The Brick all furniture experience bad and customer service experience is worst!!

My name is Amandeep Handa and I purchased furniture for my house in 2016 and bought almost everything from to mattress to dining table to chairs, office table, lamps etc. etc. and paid amount more than 10k and I was guided by the sales person Vikas Kapoor that we should buy warranty for 5 years as well which I did . Now when I was having safety issues with the furniture I called up again to the same Brick agent and asked for help . He mentioned that I need to file a claim online which I did . A guy came for inspection and took the pictures etc. This was 1 month ago and I didn't hear back from Brick so I called again and talked to the customer serv rep and she informed me that parts have been ordered and will be delivered for repair in a months time for sofa only as that's the only item which has been covered. I was shocked to hear that because I was made to sign the documents in good faith by the Sales person . Then this customer service person on call put me on hold and later came back letting me know that only office chair is something this warranty covers . I was again shocked by the different statement by the same person at this stage. Then I requested to connect me to Manager, she came on call Ms.Yonna Slupek, highly unprofessional and kept on repeating the statement what the warranty was covering . I told her to help me she was again repeating the statements trying to tease me further as I am already so much disheartened and Unhappy with Brick . To me it seems that Brick is running the show on misleading statements and its a Fraud and I ve been cheated since I had good faith on the people at Brick Heartland Mississauga be it Vikas Kapoor or Yonna Slupek but in total I have been cheated and all I have now is Bad taste of Brick, Bitter customer service and broken, unsafe furniture . Totally unexpected, unprofessional and fraudulent experience from Brick . I will report it to the next level to the civil court as well if required. This was completely unexpected and will strongly take it further and also strongly condemn Brick to anyone I can .

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7:26 pm EDT

The Brick warranty for sectional

Bought a sectional in 2018 that obviously did not have a proper stain guard on it as it stains extremely easily. Went to the brick to buy stain remover and the sales woman said they could remove the stains because it's on warranty. After two months of little to no response from the brick they came back and said because there is more than just one stain they would not do anything. I have spent about 10000 on furniture from them in four years and they have no customer loyalty. Don't bother getting a warranty on anything there as they don't stand behind warranties and are horrible at customer service.

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4:57 pm EDT

The Brick defective samsung washer

I purchased a washer after I made sure with the seller that I need 110 volt, they delivered me a washer 220 volt and how I can use this washer. The don't give my money back and they don't have 110 volt in same style of washer. No choice I had to choose another one. Since I got another style washer I have same problem. By the time the washer has to stop, will restart again by itself and takes for more than 2 hours to wash. I called back and forth many times, the technicians will come, takes a look and tells me, "this is not a smart machine, this is a stupid machine. They go and that's it. Even though I bought extended warranty for 4 years, the extended warranty is provided by the brick, the don't help anyway top of that I bought extended warranty not knowing that it is provided by the brick. Customer service are lairs, they roll their eyes, they can be very rood and disrespectful. When you enter the brick, you will see big smile on everyone's face, once you purchased something and had a problem with it, you will see their real face. I really want people to know, do a favor to yourself and don't go to the brick furniture. They are the biggest scammers, liars, and they don;t have a shame of being liars, and also they charge you for an item that you returned and you don't get your money back. They charged me for a mattress that I returned with the same driver that delivered me another item and I still paid for the mattress that I don't have. If the brick has to offer me the whole entire store for free, I will tell them go to hell you and your free items.

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1:11 pm EDT
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The Brick washer and dryer set

My husband purchased a washer and dryer and arranged to have it delivered and our old appliances removed. We have a century home and our laundry appliances are installed under a counter.
It was clear as soon as the driver left that the depth of the units was such that they did not fit.
My husband made 5-6 calls to the sales rep but was not able to contact her and she did not respond to messages. He also sent emails and 3 days later was informed that once delivered the Brick has a "no return" policy, which was never explained to us.
So now we have 2 brand new appliances sitting at our front door (still have stickers on them) and no working washer or dryers - to make it worse our house is for sale and we can't hide these appliances and if the Brick won't exchange them I will have to buy more.
I am very disappointed and wish I had gone to Home Depot for this purchase.
Debbie Ciccotelli [protected]

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2:29 pm EDT
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The Brick carmen king bedroom package – cherry

I had bought a bed set, but the footboard came with 2 manufacturing defects as in the photos at position 4, 6 and 8.
The brick was delivered to me on July 15 with another footboard with manufacturing defect again (see photo 1.5 and 7).
The deliverymen damaged my parts of the wall of my house (see photo 2 for the first delivery, and photo 3 for the second delivery), and this has not been repaired.
I tried to talk about brick St. Hubert's responsible, but the staff did not want to let me join him, even I go to their local, despite myself, I went to the bottom to complain, the supervisor Jasmine, she promised to talk to the responsible of the magasin and call me back on July 16, 2019. But she did not do.
This is now all over all.
I can not take it anymore, I'm tired. I can not sleep on the bed, there is no footboard in good condition, to support the base.
And they refuse to cancel my order. and they didn't let me know when another footboard will be delivered again.
Please help me.

Serigne Sow
[protected]

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6:26 pm EDT

The Brick purchase complaint

I purchased over $2000 items on June 25th, 2019 from the Brick store located in Ottawa, Hunt Club Rd W, K2G 5W5. They delivered all items after a few days which
turned out that one of the boxes for sectional bed has badly damaged internally. We immediately reported to the store and asked for the replacement or exchange. They gave us a timeline of 10 days to deliver the replacement. Now it's been over three weeks that we have not received the item yet. I called the store three times and tried to speak with the store manager but every time after holding me on the phone for about 10 to 15 minutes, the phone receptionist would tell me the manager was not available! I even tried to reach the regional office in Ottawa and talk to someone who is in charge. Still, no clear answer and all I got was" sorry sir there is nothing that we can do right now, you have to wait at least until the end of this week!".
As it is clear from the attached photo that there are three large boxes in the middle of our living room which has made the house look messy! My wife and I are so mad at your company for such terrible customer service. We were waiting for the whole day from the regional office or the store to someone calls us to follow up on our complaint. The store even ignored us after they requested us to leave the contact info for follow up calls from the manager. We know a couple of my friends who have had a similar experience for purchasing from the Brick however we ignored all those experiences, thought positively and stepped into the store. Now, this is our experience! We are expecting you to follow your policies to satisfy your customers instead of responding passively. My wife and I are completely disappointed and convinced to collect all evidence to sue your company since all the evidence supports our rights as a customer. We are really regretted to spend time to remind your duties instead of enjoying our purchases!

M. Panjtandoust
[protected]

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5:24 pm EDT
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The Brick Misleading incorrect mattress delivery and unhappy customer

Send via email
To: The Brick Canada (RIH@thebrick.com )

RE: Misleading incorrect mattress delivery and unhappy customer

To whom it may concern,

On the week of July 1, 2019, me and my wife came into the Brick store located at 45 Red Maple Rd, Richmond Hill, ON L4B 4M6 to look at options for mattresses, as we were interested in purchasing a mattress which catered specifically to my wife's back disc problem. After spending over an hour trying on different mattress to ensure that we picked the correct one for her condition, we chose to purchase the Beauty Sleep Ceremony SKU (CRMONYQ) mattress which was retailed and labelled at was $2834.97 with a tag sale price stating 50% off.
At the cash register, your employee, Ashok K informed us that the sale price had expired and that he needed to confirm with his manager on whether he can adhere to the advertised price given the labeling mistake. I have worked as a store manager for many years and reminded your employee that common courtesy has always been that if a store fails to correct a price tag in their system or on the floor, they must comply with the advertised labelling and grant the given tag price to the customer. Your sales employee informed his manager of the situation and the manager at the time approved the advertised sale price. The employee who handled the transaction was professional and showed me the total price after the 50% discount was applied.
On July 6, 2019 at 9:35 am, the delivery truck arrived at my residence. Once the mattress was unloading, I noticed that the packaged mattress received was different than the one we had selected and purchased at the store. I grabbed my receipt and looked at the SKU and informed the delivery employee that the mattress delivered was not the correct one. He proceeded to subsequently put the incorrect mattress back into the truck and brought in another mattress. The delivery employee showed me the white labelled sticker on the clear plastic wrapping of the mattress, which was labelled "CRMONYQP" and presumably matched the coding of the mattress we had purchased.
Given that the top white labelling matched, I accepted delivery of the mattress, trusting the expertise and knowledge of your employee.
We have been using the mattress for 5 days now with the sheet cover purchased by the Bricks and my wife stated the mattress does not feel the same as the one we tried in store. I proceeded to look at the front middle of the mattress only to notice the label on our bed states "Beautysleep GL5" and not "Ceremony black". I proceeded to go check the plastic bag that was wrapped around the mattress and noticed the label "CRMONYQP" was printed on the plastic wrapping of the mattress but there was also another label printed "Stating GL5".
The product which was delivered to my residence was not the one I had purchased. My family and I are extremely disappointed with unprofessionalism and mislabelling/ misleading product delivery.
The mattress delivered at my residence is a GL5 (CRERRAQM), which is not the same model or comfort of sleep and is only $2014.97. This amounts to a price difference of $800. Not only did we not purchase a cheaper model mattress, but this mattress has exacerbated my wife's back conditions.
I would like to also highlight that the Competition Act prohibits misleading advertising of this sort. A misleading advertising is when a company makes a claim that is materially false or misleading in an attempt to persuade the consumer to buy it. A delivery of an incorrect product is also a breach of contract, according to the laws of contract and you have an obligation to rectify the situation.
I have contacted the store where I purchased the mattress and spoke to a representative regarding this matter. Your sale representative failed to provide me a proper customer service and resolution. She was rude, unhelpful, and her explanations were incoherent. When asked to speak to a manager, I was advised that all managers were at a meeting and unable to take my call. I have provided my contact information to her and asked that a manager speaks to me regarding this issue. I have not heard back from any manager on this issue.
I have contacted the Competition Bureau regarding this matter but have not followed up with them yet as I wanted to initially contact the Bricks first for an immediate resolution and compensation for the 5 days we have had the wrong mattress.
As a first time customer of your company, I am utterly disappointed with the false advertising, and treatment provided by your company with respect to this purchase. I am confident that you will take the necessary steps to rectify the issue immediately.
For your convenience, I have attached photographs and receipt information.
If you wish to contact me personally, please do so at: [protected].
Yours truly

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4:44 pm EDT

The Brick bed frame, mattress. box

I went to the brick store to buy a new bed frame, mattress and box in the store the bedframe fit perfectly no space between the frame and mattress.
When got my delivery and install the was a big space between the frame and mattress I took pictures and send it to the brick store I was told that the will send me someone to take a look the person came and told me not think the can do about it I ask him it no safe for me or my kids my leg can get caught up in the space between the frame and mattress .
The stores call me back and told me the can't help me I should find someone to sale it too or I will damage to credit the can not help
That not customer service.it not safe for my family
I will not work so hard and pays my money to the brick store I will report and Post it online
It not right to treat customer like that

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The Brick In-depth Review

Overall Rating: The Brick is a top-notch retailer that consistently delivers exceptional products and services. I highly recommend them for all your home furnishing needs.

Product Selection: The Brick offers an extensive range of products, catering to every style and budget. Whether you're looking for furniture, appliances, or electronics, you'll find everything you need under one roof.

Pricing: The Brick provides competitive pricing, ensuring that you get the best value for your money. They frequently offer promotions and discounts, making it even more affordable to furnish your home.

Customer Service: The customer service at The Brick is outstanding. The staff is knowledgeable, friendly, and always ready to assist you. They go above and beyond to ensure your satisfaction, making the shopping experience enjoyable.

Delivery and Shipping: The Brick offers efficient and reliable delivery services. They provide timely updates on the status of your order and deliver it right to your doorstep. Their shipping rates are reasonable, and they take great care in handling your purchases.

Website Usability: The Brick's website is user-friendly and easy to navigate. It's well-organized, allowing you to find products quickly. The search function is efficient, and the checkout process is seamless.

Return Policy: The Brick has a flexible return policy, ensuring customer satisfaction. If you're not completely happy with your purchase, they offer hassle-free returns and exchanges. Their commitment to customer service is evident in their fair and transparent return policy.

Quality of Products: The Brick offers high-quality products that are built to last. They partner with reputable brands, ensuring that you receive durable and reliable items. The attention to detail and craftsmanship is evident in every product they sell.

Store Experience: The Brick provides a pleasant and enjoyable in-store experience. The stores are well-maintained, and the layout is designed for easy browsing. The staff is attentive and helpful, making your visit a memorable one.

Loyalty Program: The Brick's loyalty program is a great way to earn rewards and exclusive benefits. By becoming a member, you can enjoy special discounts, early access to sales, and personalized offers. It's a fantastic way to save money while shopping at The Brick.

Social Responsibility: The Brick is committed to social responsibility and giving back to the community. They actively participate in charitable initiatives and support local organizations. By choosing to shop at The Brick, you're supporting a company that cares about making a positive impact.

Competitor Comparison: When compared to their competitors, The Brick stands out for their exceptional product selection, competitive pricing, and outstanding customer service. They consistently outperform their rivals in terms of quality and overall shopping experience.

Pros and Cons:

  • Pros: Extensive product selection, competitive pricing, exceptional customer service, reliable delivery, user-friendly website, flexible return policy, high-quality products, pleasant in-store experience, rewarding loyalty program, commitment to social responsibility.
  • Cons: None that I can think of. The Brick truly excels in all aspects of their business.

Summary and Recommendation: The Brick is an exceptional retailer that offers a wide range of high-quality products at competitive prices. Their outstanding customer service, reliable delivery, and user-friendly website make shopping a breeze. With a flexible return policy and a rewarding loyalty program, The Brick goes above and beyond to ensure customer satisfaction. I highly recommend The Brick for all your home furnishing needs.

How to file a complaint about The Brick?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by clicking on the 'Sign Up' option and following the registration process.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with The Brick. Make it specific and clear, such as "Defective Sofa Delivered by The Brick" or "Poor Customer Service at The Brick Store."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions you had with The Brick, the nature of the issue, and any steps you took to resolve it, including interactions with the company's customer service. Describe how the issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photos. However, be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, clearly state what resolution you are seeking from The Brick, whether it's a refund, exchange, repair, or an apology.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint or review. Ensure that you have filled in all the required fields and attached any supporting documents before submitting.

9. Post-Submission Actions: After submitting your complaint or review, make sure to regularly check back on ComplaintsBoard.com for any responses or updates. You may receive feedback from The Brick or from other users who have had similar experiences.

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