The Brick
reviews and complaints

So I bought a dining room table set back in October 2021 and we finally got it delivered May 2022. We were not only disappointed at the wait time but upon delivery the bottom legs were scratched at the base and 2 chairs were also damaged. Because we waited so long the manager offered us a 25% discount for the base and 2 chairs which is ridiculous because we shoukd be offered more. Then when the manager asked me to come into the store on Thursday to claim the refund as well as the wood care kit we didn't recieve the customer service rep said he couldn't give the refund because it would look fraudulent putting it on my new credit card cause it wasn't the same as purchase so I suggested because I paid a portion cash just give me cash. He responded thanks for coming but I will have my manager call you for refund. I'm so upset with how this business is run no one leaves notes on the account and you don't seem to care about customers happiness

I purchased the whirlpool appliances package on Dec 17, 2021 which included a range, microwave, fridge, and dishwasher and was supposed to be received by mid-Feb 2022 which just delivered the range and microwave by end of Feb and the brick (North york location) postponed dishwasher and fridge delivery time to mid-March which again not delivered and postponed fridge delivery to end of April and delivered eventually, but dishwasher which postponed to mid-May, still not delivered and again postponed to June 2022 which I told the Brick north york,dufferin location that I will be out of the country by the time and asked them to hold the dishwasher for me in the stock when they have it but they refused to even hold it in stock . Besides, I tried to reach the manager who apparently never there.

To whom it may concern,

This is a formal complaint about your no-return policy.

On January 27th, 2022, I bought an L shaped sofa at your St-Hubert, QC location. This sofa comes in several pieces and customers can pick and choose which pieces they want to purchase. Invoice #0127238UDEL

When at the store, I asked the salesperson if they could lend me a measuring tape in order to determine the total dimensions and confirm that all pieces would fit in my living room. The salesperson told us they did not have one but the dimensions are written in inches on each of the pieces and he could calculate the total for us. Using his phone, he calculated a total of 8' X 8'.

Based on this information, my wife and I decided to purchase the sofa. We had measured our living space and knew that 8' x 8' would be our maximum fit.

A few months later on May 6th 2022, the sofa was delivered but it did not fit in our living room...

I measured it and discovered a total of 9.8’ X 9.8’.

The very next morning I returned to the same Brick location where we made our purchase to request a return for 1 of the 5 pieces, considering the measurements given to us originally were incorrect.

The response I received is the following:

"It’s the buyer’s responsibility to make sure the sofa fits in their home and there are no returns."

I replied with the above information, that I had taken measurements at home and I had spoken with the specialist on staff who knows the sofas more than I, and what more could I have done...?

I believe I followed all reasonable expectations to ensure that the sofa would fit in my home by:

1) Measuring at home

2) Asking your specialist to give me the dimensions of the sofa.

I wrote to the customer service department at the store and had a discussion with Sandra. She said the fault was shared between us and the store and they are ready to meet me half way with a $150 refund. I can keep the piece and try to sell it.

I refused this offer for a couple of reasons. For one, I’m not at fault, and secondly I am unlikely to find someone that needs that exact singular unit.

After speaking with the “Office de la protection du consommateur” (Provincial organization that makes the rules regarding the Consumer Protection Act), I was made aware that in the Quebec Consumer Protection Act, article 42, it states that "a written or verbal statement by the representative of a merchant [..] respecting goods or services is binding on that merchant." In addition, article 219 states that "no merchant [...], by any means whatever, can make false or misleading representation to a consumer," such as giving incorrect dimensions of a product.

Best regards

Jean-Philippe Coulombe

[protected]

jean-philippe.[protected]@thalesgroup.com

Document Number : 1023134OBOA / NARAP507Z1

We had ordered all 5 major appliances and a bed from Brick Merivale in Feb 2022 for delivery for 3 May 2022. While ordering we were told that the products would be delivered on time as we ordered quite in advance. After significant follow up, 10 days later the washer dryer was delivered but they did not do the installation for which they took a week to come back. The other appliances were committed to deliver in mid May 2022. When dates came closer, our gas range has now been delayed to mid June.There is absolutely no professionalism while managing inventory as they take orders with sweet promises but fail to delivered them. I would never recommend The Brick to anyone in future.

I purchased a washing machine and dryer from the Brick in 2018. I bought the extended 4 year warranty. I was told by the salesperson that even if any little thing went wrong, it would be "replaced". The set was working well for a bit, then the dryer stopped working. Called King and State warranty company and after about 1- 1.5 months, was able to get a technician over to fix the mother board. I thought THAT was a long time. A month or so later, the washing machine started leaking periodically. But still, it has ruined my ceiling on the second floor ( washer on third floor). Tech came over twice this year so far ( 2022) to look at it and can't figure it out. I am now waiting for a "back ordered part" for over 3 months and still have a leaking machine. Try to contact King and State and get no reply for weeks. Can't get through to them on the phone. They finally call me and offer me $357 for the washing machine to get rid of me and void the warranty moving forward. This amount is less than half the value of the machine, so I said no! I will wait for the part... I payed for a "warranty", so I want it fixed.

Still waiting to hear back from my technician and King and State again. The Brick salesperson said everything would be covered, no questions asked. But here I am months later with a leaky machine, a ruined ceiling and no "part". Do your research on who the warranty company will be. This is entirely unacceptable!

I am a long time customer of The Brick.

I went to Brick store at 3025 Ridgeway Road, Mississauga, Canada at around 10:30 AM to buy a King Sized Box Spring. The sales man “Hexham” offered me to buy a 2PC box spring which was just received. According to him, this box spring was just received and not in the system and will take a few hours to enter the system. An advance 50% was paid. It was agreed that I can pick up between 4:30-5:00 PM.

Upon arrival at 5:00 PM, I was rudely informed that the box spring cannot be sold to me. The sales man and customers refused to even speak to me. No one even gave me a reason or discuss further. They were not even ashamed. I even had difficulty in getting my refund.

It seems this is the new customer service standard of The Brick with the moto ….”we are always right. Accept or you will be treated with a real BRICK”

The Brick should be ashamed of this unprofessional behaviour.

Invoice - 051-42H-3UQ-HD

Hello, I purchased 8 dinning room chair, black leather studded all around along with two sets of bedrooms for my adult boys! Well I spent a lot of money in one day of shopping at your store. Dinning room chair were first supposed to come in Middle of February, then one telephone call being of March. After that I heard nothing more from anyone at the the upper James location until I complained on line chat. I received a call at 8:58 pm just before close. I tried to call back no answer (no surprise)... I called again and only when I got agree did they tell me that the sales person I was dealing with no longer works there. It is now May 13, I received a call today to let me know that my dinning room chair are going to be in may 23rd, maybe? As they have been given to someone else. I have been waiting since dec 18,2021 for these chair and the brick was paid since then. I have been treated unfair lee in this case of my chair and what some sort of compensation! I person I spoke to today said I have notes on file I must keep you up to date... It is just certainty to keep your customers up to date on there furniture. I have never experienced such service with the brick horrible this time... I do not have pictures

We purchased some furniture and 3 TVs in The Brick for a total of 3 times in 2018 in Calgary, Canada. And according to the recommendations from the sales manager, we also bought 3 extended warranties regarding 2 TVs and a leather sofa. The sales manager stated that we will get the refund with unused warranty after the warranty finished.

Today, we checked with The Brick customer service and would like to buy products with my leather sofa unused 3 years warranty refund. The customer service staff stated that we won't be able to get the refund because the refund is only applied when the redeem is submitted within 90 days after the warranty is expired.

We were not told about the 90 days rule from the sales manager. We were new immigrants at that time and were only told not to worry the warranty, we would get full warranty fee refunded if they were not be used. We've been told The Brick's good reputation and of course believed in the words of the manager.

But today we found it is just not the case. The sales manager hadn't mentioned the 90 days rule! There is nothing highlighted on the official invoices about the 90 days rule and nobody reminded us we will lose the refund after 90 days period. And no notification is to remind the redeem for the refund is going to be expired.

If your staff didn't state full refund when not used the warranties and they would be expired, we would consider whether to buy those warranties for the sofa and TVs or not. This is definitely 'misleading' the consumer. We were lucky the other 2 warranties have not expired yet, otherwise a total of over $800 refund will be gone!

We believe in The Brick's reputation and would like The Brick to consider refund the unused 3-year warranty.

Thank you very much for your kind attention and we look forward to hearing from you soon.

Best regards,

Karina Lee

Calgary, Alberta, Canada

Never! buy bed at the brick, they will not add the hardware to assemble. I bought a queen size tacoma bed at the Ottawa East and the bed was brought two times without the hardware. Now am sleeping on the floor and instead of them to give me a hardware and bring a tech to fix it for me or else refund the money they are trying to force me to buy another type or get a partial refund. please don't buy a furniture there, they will sell you furniture without hardware

Ordered a arya daybed arrived on time. Missing the directions and hardware to assemble item. Very tough getting someone to resolve this issue. Sales person actually told me to go home depot to source all hardware and they would reimburse me. It's been few days since. Delivery. We just. Want a refund and never wanna do business with Brick north. Van ever again. I just received email from customer service saying now they gonna start lookin for hardware too late for that. Very disappointing for such I big business. As a indigenous buyer I would like to steer all away from this store.

Hello I run they home in Lacombe this morning as me and my kids were walking along the sidewalk your driver decided to start backing up onto the sidewalk right in front of us and then stay there this forced us to have to walk on the road to go around him as well as the high risk that one of my kids could have darted out while he was backing up this was extremely dangerous and someone could have been hurt and I hope that there will be a conversation had about truck safety especially regarding children. Date was May, 5 2022 truck number RED 326. I also took a picture to show how close we were to the truck when he decided to start backing in and how far into the road he was sticking out that we had to go around he should have waited for us to pass safely.

We bought a dishwasher under extended warranty (invoice 1116833CNQV) at the Brick store in Ottawa (1960 Cyrville Road) im November 2018. The dishwasher motor is no longer functional so we wanted to submit a claim. the Brick asked that we contact King and State directly which we did by submitting a claim online but it’s been 2 weeks (ref number 9971864) and no technician has even called to come by let alone fix the problem with our dishwasher. Brick tells us to call King and state to follow up but that company never answer the phone . Waste of money and time on our end and still no dishwasher

I bought a new washing machine on April 2, 2022 and delivered on April 5. Started making loud ticking noises on April 14. Stopped using and reported to warranty center. Repair man came on April 21 and requested new transmission.

Part ordered and repairman returned on May 3, 2022. Repaired transmission but determined that the spin basket was damaged as well and needed to be replaced. So I am very upset with experience. Now I understand that stuff happens but this is my problem. I have had to take now 9 hours of my time

and spend 72 dollars of my money to take my laundry to the laundromat and now when i needed to to laundry today. I cant because I have wait again for the Spin basket to be ordered and installed. So now I have had no washing machine for 19 days and counting. I have to go back to laundromat which I do not have time to because I have to back to work in i which I took time off to meet the repair man. This is unacceptable customer service for someone who purchased a brand new washing machine.

Brick order # 122114AGKBV

Description

Quantity

Item Price

Total

2 Quinn Counter-Height Stools - Grey

$219.95

$439.90

SKU VSN (Vendor Model Number)

QUINGCST

Y1216 COUNTER STOOL GREY

Hi

Bought a Black Leather sofa from The Brick. Sales order / Invoice - 071804DMLAY from 1200 Lansdowne St W. Peterborough, ON. along with 5 year Extended warranty no 750-499.99, which was sold to me by David Witt (sales person) by saying this covers everything from top to bottom.

Sofa sagged from one side and due to that reason made a complaint to The Brick service department. They confirmed that they will send inspector. Inspector visited and during his visit he confirmed to us that sagging is due to broken spring and also confirmed that someone from The Brick will contact us and send someone to fix this problem. Nobody from bricks called me for over a month or so today i called The Brick service to confirm when they are going to send guy to fix this problem.

Lady from The Brick said sagging is due to foam and it is not covered by warranty i bought. I was shocked by her answer that first it was totally different from what inspector said secondly it totally different from what her sales person said. I tried to explain to her that why someone will buy a sofa of which main component "Foam" has no warranty that how many days, weeks and months it is going to last. But even paid extra amount to buy extended warranty to which cover nothing. I tried to explain same to her Service manager Brab as well but they said they cant help me. I told them they have lied.

Can you please help

I had made a large purchase September 2020 - sectional, dishwasher, dining table and 6 chairs. My couch didn’t even last a year before there was a rip due to poor manufacturing. I’m being told the couch will be replaced, as it should be however I will need to repurchase extended warrantee. With it not lasting even a year, it should be covered without me having to invest even more into it!

Not the worst of it, it is now April 2022.. I had put in a claim for the table, chairs and dishwasher in March - dishwasher does not work at all, table and chairs are falling apart! I contact the store I purchased the items from - they will not honour the extended warrantee! They are saying I did not purchase it! However, if you look at my invoice it clearly shows that I paid for warrantee for all items purchased on that date!

We spent over 5 thousand dollars on a couch a table and chairs and bunk bed for our kids within a month our couch on mostly all the seams on the couch have ripped open, screws have fallen out of the bottom zippers have fell off its a eye sore to look at 2 different people have came to look at it and we keep getting the run around for over a year now nothing is being resolved are chair's to our dinning room table have cracked down the wood cant sit on 2 of them the kids bunk bed has fallen apart...

I purchased a Leather recliner Sofa and Chair set, as well as a furniture warranty. August 3, 2019. Before a year was up the stiching on the side of the middle cushion started to come apart. They sent someone, who replaced the middle cushion under the manufacturer warranty. Less than a year later, while my extended 3 year warranty was still valid, the imitation leather on the side of the left side cushion started to crack and peel. I assumed that defect would be covered under the warranty that I perchased at a cost of $274.99, would cover the defect but to my surprise after making a claim that the furniture warranty only covered the springs and the frame. Isn't convenient that the forgot to mention that when I purchased the warranty. The sales consultant also told me that the 3 year extended warranty would be good for 3 years after the 1 year manufacturer warranty expired. That was a lie as well as I later found out it covered 3 years from purchase. How can you treat customers with such deceptive tactics. If you offer an extended warranty at least be honest about what it covers.

We decided to renovate our AirB&B and ordered a dinning table and 6 chairs from the brick. This is not our first purchase from the brick, we have spent nearly $20,000 with them over the past years. We live in Whitby, our AirB&B is in Trenton. We purchased some other items like 2 queen mattress as well with this order and so needed to rent a truck to transport these things to the AirB&B. When we were putting our table and the chairs together we noticed two of the chairs had the wrong size legs so I contacted the brick in Whitby and I was told to send it some pictures, which I did and after they determined the manufacture did not package the item properly so they will either order the correct legs or new chairs all together. I was then told it will take 3-5 months for the correct parts to arrive and if they ordered me the chairs, those won’t arrive till June. We have a booking for mid May so it’s not possible that we have a 4 seater dinning table when 6 guests arrive. There is just no solution being offered for their mess up. It’s terrible how they would treat a customer who has spent so much money with them. Clearly they don’t care if they lose us as a customer. I expect for a solution to a problem that was created by them. None of the options offered by customer is a solution to the problem.