The Brick
reviews and complaints

The customer care are so rude and I had a worst experience with brick after you buy something they don’t care about you . I bought queen bed , sofa and love seat from there on aug 3 in the delivery date 29 aug they delivered only bed and didn’t inform me about sofa and love seat after that when I went to store they told me it’s out of stock then why I put 30% advance money there to hold these stuff . And bed frame bar is not perfect size so my bed still not fixed customer care said it should be like that I paid them aug 3 and still I am not using my furniture they are working in bit of pieces I wish they have 0 star so I can go with that

The mattress base for the Black Hotel 2 mattress is larger than the mattress. It looks terrible and I want to return it. I have been informed by the sales person that since I opened the box, I cannot return it.

How would I know that the mattress doesn’t fit properly?

I was not informed of any return policy.

There is not anything describing the return policy on the invoice.

I did not see any return policy displayed in the store.

Sales order #08313AQCIFG

Purchased Aug 31 /2023

[protected]@shaw.ca

We bought a Echo Dining table and chairs and bench and they told us that they would make deliver of it in Aug 19 and the rest will be at Aug 24. We told them We want them all at once on 8/24. Today we were expecting the order to arrive, but we were surprised that it was not in the store. The employee Ana told us that it is possible, but not sure, that the order will arrive next week. We paid the full amount on 14/8 and we still can't find a place to sit at the meal. This is not professional in dealing, and they did not tell us when buying that it could be delayed, and there is no sure delivery time.

On July 13, 2023, my daughter Morgan Badger bought a NINA GRY SOFA from The Brick in Cold Lake, Alberta.

The delivery charge of $89.95 is included in the receipt# 071339EYZCH. We agreed on the delivery date of August 9, 2023,

Morgan left for work yesterday for 12 days. I have to go to work tomorrow morning for 7 days.

I am her mother, Andrea Badger, and I have been waiting all day. The tracking webpage does not work. I've called The Brick in Cold Lake twice today and they assure me that the couch will be delivered today. I've called the store at 10:32 AM and 3:39 PM.

I cannot miss work to wait for it another day.

I'm extremely impatient. It is now 4;45 PM and still no delivery truck in site.

If we miss the delivery, I expect a full refund of the item and we will try Furniture Galaxy in Cold Lake the next time we are able to purchase another item.

I just called The Brick in Cold Lake at 4:57 PM and was told they are just loading the truck now. The is ridiculous.

Dear Customer Service Team at The Brick,

I hope this email finds you well. My name is Chris Burton, and I am writing to express my deep disappointment and frustration regarding a sectional sofa that my family purchased from The Brick in September 2022.

At the time of purchase, we were delighted with the product and believed that we had made a wise investment in a high-quality piece of furniture. However, barely a year has passed since we bought it, and we are already experiencing significant issues with the sofa's durability and craftsmanship.

The primary concern we have is with the stitching on the sectional sofa, which is coming apart in multiple areas. It has been disheartening to see such signs of wear and tear in such a short period, especially considering that we have taken great care of the sofa and have not engaged in any rough usage. As a result, the once visually appealing and comfortable sofa has now become an eyesore and uncomfortable to sit on, affecting our overall living room experience.

Given that The Brick is renowned for providing quality furniture and excellent customer service, I am confident that this issue will be addressed with the utmost professionalism and fairness. I kindly request that you take the following actions to resolve this matter promptly:

Inspection: I urge you to send a qualified technician or representative to inspect the sectional sofa thoroughly. This will help to determine the extent of the damage and ascertain whether it was due to a manufacturing defect or any other reason.

Warranty Coverage: If the inspection reveals that the issue is a result of a manufacturing defect, I expect the sofa to be covered under the warranty provided by The Brick. As per my knowledge, the warranty covers defects in materials and workmanship for a reasonable period.

Repair or Replacement: If the problem is found to be a result of a manufacturing defect, I request that you either arrange for the sofa's repair or provide us with a replacement that is of the same quality or better.

Compensation for Inconvenience: Considering the inconvenience caused to my family due to this sofa's defects, I hope that you will provide some form of compensation as a goodwill gesture.

I have attached a copy of the purchase receipt and pictures of the affected areas for your reference. Your prompt attention to this matter would be greatly appreciated. Please reply to this email or contact me at [protected] to discuss the next steps and arrange for an inspection.

I trust that The Brick values its customers and their satisfaction, and I am hopeful that we can resolve this issue amicably and restore our faith in your brand. I am willing to cooperate fully to reach a satisfactory resolution.

Looking forward to hearing from you soon.

Sincerely,

Chris Burton

It is with great disappointment that I am writing to you today. On May 5, 2023, I purchased a 2PC Sectional. The sectional was delivered 3 weeks later. Upon arrival and assembly, the delivery men realized the wrong legs came along with my sectional. I was informed that I would receive the legs at a later date.

I called The Brick one week later and was given a date for a week later for the legs to arrive. A week later came, and I called The Brick again. Again I was given a date that the legs would arrive. And it didn't come. Again, I called and I was told it is unknown when the legs would come because it is being shipped from a 3rd party. They gave me an approximate date. I expressed my grievances as I did not purchase my sectional from a 3rd party. I waited again for that approximate date and still, the legs did not arrive.

I then decided to go to The Brick where I purchased my sectional, and I spoke to a customer service rep who let me know the manager was not available. I then gave her my name and phone number for her to pass on to the manager. I received a call from the manager 2 days later and he gave me his email address as advised me to take 3 pictures.

1. A picture of the bottom of the sectional

2. A picture of the sticker at the bottom of the sectional ( There was No Sticker)

3. A picture of the front of the sectional.

I sent the pictures via the email given and didn't hear anything back. I then went back to The Brick and the manager asked if I sent the pictures and I said "yes ", he then said he is going to send them to the "3rd" party and get back to me the following week. It has been two weeks and I still haven't heard anything.

At this point the customer service is very unprofessional. I am truly disappointed as my sectional has been on the floor for over 2 months ruining the integrity of my sectional. I expect a certain level of professionalism dealing with a company as big as The Brick. Your company has failed my expectations.

Purchased TV in May 2019, got 4years extended warranty for $199.99. Sales agent who assist me on the time I purchased tv and extended warranty told me that I can use the $199.99 in any The Brick after 4years if I haven't used the extended warranty. I went back to The Brick in May 2023 to purchased a tv using the $199.99 from my extended warranty and now they are telling me that I can only use the $199.99 on furnitures or mattresses, which was not mentioned to me when they offer me the extended warranty. And the Brick management are telling that I only have 3 months to use the $199.99 or else it will expired. they are insisting me to used it for furniture or mattress that I don't really need. And beside you have to purchase an item not lower $400 so the $199.99 can be applied to it. After I waited for 4years and the Brick used my money and they got an interest from it now they don't care about me anymore. Never ever get an extended warranty from the Brick it's a scam.

RE: Complaint regarding the delivery of my fridge by The Brick on June 27th, 2023.

To Whom it may Concern,

On the 27th, 2023 I received a call that the delivery of my fridge was going to be 5 mins late. This was something that I was able to accommodate with no issues. When the delivery drivers arrived, they called me and asked me to meet them outside in the parking lot of my building as they did not know where my unit was. Once I got to the parking lot three delivery truck drivers were unloading the fridge from the truck. After taking the fridge off the truck the delivery drivers began to take all the protective packaging off the fridge in the parking lot including the Styrofoam, and plastic that was protecting the fridge. The three delivery drivers then rolled the fridge to my unit and into my unit with no protective packaging to the fridge. As soon as the fridge was set up one of the three male delivery drivers stood between me and the fridge in a small kitchen and asked me to sign a paper stating that the fridge was delivered and that there were no damages to the fridge. This was intimidating as I am a single woman with three older males in my apartment especially when the male is standing in from of the fridge not allowing me to check for damages. When the delivery drivers left my home, I notice that there was a rip in the limonite on the floor in my kitchen where my fridge is placed. This rip on my floor was not there before the delivery of the fridge. I was not able to see the rip as the driver was standing in front of the rip.

I have reached out to Brick to make a complaint within 24 hours of the delivery and request for them to fix my floor. The Brick staff indicated that they are not responsible for the damages as I signed this paper indicating that there were no damages. I asked for them to reconsider as I was initiated during the home visit by the delivery driver who was standing between me and the fridge and the delivery drivers did not transport the fridge with the protective packing on, which is needed. I have not heard back from the Brick.

I am a single parent who qualified for the BC Hydro energy-saving program. I feel taken advantage of by The Brick (a multi-millionaire company) as a single woman and would like to request support to have my floor replaced or fixed. If you are not able to assist, please provide me with the information on how to escalate this complaint.

Warmly,

Brodie Pountney

[protected]