The Brick
reviews and complaints

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]

I'm five foot tall and I bought a mattress from the brick and the only thing that's wrong with it is the springs keep on popping when you sit down on it?

But noooo, they want me to pick up my mattress and take a tom of pictures if my Mattress like it's a [censored]ing model?

I'm five feet tall and they want me to pick up a goddamn mattress that's a queen size too SHOW THESE [censored] that my brand new springs are shot.

What a bunch of serious [censored] that they could be?

Chair was bought online at The Brick in Lasalle, Quebec and picked up yesterday July 5/23. As soon as we brought it home, it was too short and it didn’t look good since our other dining chairs were much higher. So no use unwrapping the chair.

Today, July 6/23 : we brought the chair back in it’s original packaging for a refund to my credit card and I was told that they won’t give me the credit. I complained saying that online items only can be seen correctly when we physically see the item. After complaining, another customer service person said, seeing the chair was in it’s original packaging, ok I will give you only a store credit ….good for 2 yrs.

Chair was Santa Fe Rusticos Solid Pine Dining Chair at $179.00 plus taxes equal total of $205.81. Paid online with my master card.

Order Details:

Santa Fe Rusticos Solid Pine Dining Chair

$179.00

SKU VSN (Vendor Model Number)

SIL-20

SIL-20NA

$179.00

$ 8.95 tax GST/HST

$ 17.86 tax PST/QST

——————

Total : $205.81

Payment InformationAmount:

$205.81

Method

*Mastercard

Date and Time

TUE 27-JUN-2023

***Pickup email sent dated July 5/23 ***

Good morning, My parents and I both went to place orders for our appliances. We were promised by the Vendor that we would receive our items within 2 weeks. We followed up a few times to see what would be the delivery date. They told us, sorry the manufacturer is delayed with order and you will receive only end of August. My parents oven at home is not working and my washer stopped working, hence why we needed our order quickly. We were desperate so they told us to choose something different so we can get our order quicker. Both my parents and myself had to pay additional fees of $300 to get our appliances. I finally got mine but my parents are still waiting for their Wall Oven even after paying the additional cost to speed things up. We keep getting the run around, "manufacturer is delayed" we will let you know when we get it.

I think the system is horrible and I question if this is their tactic to have consumers pay more. Please help!

Sincerely,

Mena Silletta [protected]@hotmail.com Tel [protected]

Purchased a sectional (close to $5000), our sales rep in store confidently sold us the additional $500 warranty stating this was a full coverage warranty for stains, rips, tears, scratches etc. we submitted a claim to utilize our warranty to replace a tear/rip in our sofa in which was denied. When requesting a refund for the warranty value as we are not able to utilize this additional feature - associates/managers at the store have denied this request and stated we have utilized our warranty by inquiring to utilize our warranty that being said we are not entitled to receiving a refund. When inquired about purchasing outright 3 times (due to our couch needing to be fixed) our request was and has been ignored.

Went to Brick at West Edmonton mall paid cash spent about 7000.00 all together. Salesman said he had my couch in pewter but only 1 piece than he said he did have it so I though all good. But.. they delivered wrong piece wrong color so they tried a second time delivered wrong color again. Finally supervisor called me said she would take care of it.. I called next week she said 2 days.

It's been over 2 weeks and nothing.

Still have only half my couch haven't heard a word from manager.

I bought a sectional on February 2022 in The Brick store Burlington Ontario paid $5000. I am not happy at all as I asked before buying the sectional and wanted a specific material that want be pilling. The worker lady that helped me told me this is the one also we will put protection on it. After 6 months I notice on the right side the spring poped and dented one side and it started pilling all over. Went couple times to the store and was told to call a number and they will send someone to look at it. Still waiting and sended an email but nothing.

My elderly (86 years old) parents purchased 2 adjustable beds from the St. Catharines location of the Brick on Fourth Ave several weeks ago and were told that the beds, mattresses and free linens would be delivered the following Saturday. That delivery was cancelled because "certain items were not available in the warehouse". The delivery was rescheduled for today Saturday June 17th and confirmed on Friday June 16th via email for a delivery window of 10:40am-1:40pm. Their existing beds were sold and removed from the home early Saturday morning June 17th. A call was received from "Aiden" a younger female employee Just before 10am Saturday morning June 17th, who stated that because of a breakdown the delivery would not be made and that it would have to be rescheduled for the following week. I told her that was not an option as my parents were elderly, their existing beds had already been removed to make room for the new ones as per the Brick's instructions and that they had nowhere to sleep. Aiden's response was blunt, unapologetic and lacked any sort of sensitivity to the situation. I then called "Henry" the salesman who had sold the new bed sets to my parents. He said that he would see what he could do. After several calls he advised that the best he could do would be a delivery on Tuesday June 20th and then defended the poor customer service offered by his colleague Aiden.- Now I am left scrambling to try and find accommodation for two 86 year old seniors one of whom is in very poor health and who needs regular PSW care for the next 3 nights. I am a logistics manager and I know from experience that if they had seriously wanted to resolve this situation they could have. They admitted that they have 3 delivery vehicles and that the 2 that were not "broken" would return to the warehouse by 7pm at the latest today. Therefore why not offer a little overtime to those delivery crews and have them take out one more delivery, given the desperate circumstance that this has left 2 very vulnerable customers in? Unacceptable!

I ordered fridge from brick and got it delivered to my home. Delivery man came opened the boxed and left . We realized that fridge was no fit and we want to exchange this. We went to store and talk to them manager was not there and staff told us that as box has been opened so they can’t exchange that . They advice us to return back after 2 days to meet manager. We went there today manager didn’t bother to meet us and kept us waiting for 2 hours and told the staff that they don’t want to exchange that as box has been removed. Manager didn’t even bother to meet us.I bought the fridge paid the brick for the delivery their delivery guy came and opened the box. At time of selling no one told us that if box will be opened we can’t exchange/ return that. They claim to be 100% satisfactory services. When actually there managers and staff are too rude to answer your questions and treat you like garbage. I issued the complain talk to the tons of customer support people and all of them said it’s only manager decision that matters. My ticket number is 247548

I had 6 dining chairs delivered on June 7th by The Brick (3025 Ridgeway Drive, Mississauga, ON, L5l 5P8). The order number was 06013H3XACU.

The delivery people dumped 3 sealed cardboard boxes containing two chairs each and left. When I opened the box it contained parts of the chair like the seat, the back, the legs along with the screws to assemble it.

When I bought the chair I was not informed that the chairs would be delivered not assembled otherwise I would not have bought the chairs.

I paid a handyman $90 to come to my house to assemble the chairs.

This morning I called The Brick to speak to the store manager but she chose not to take my call and I was asked to leave a message which I did.

I want The Brick to reimburse me for the $90 which I spent to get the chairs assembled. If I could assemble the chairs myself I would have placed my order with Amazon and not The Brick.

Sunil Bhushan

[protected]

I purchased a portable AC yesterday (6-June) at the Brick in Marche Central Montreal. We called first to check if the item we saw online is available and the salesperson named Abdullah Haffar assists us in the store, offered a different and more expensive item without physically seeing the item. We were advised to wait in the parking to get the item and we're surprised that it's big and worried it might not fit in the car. We thought, maybe it's just the box with all the styrofoam. We need to open the box when we got home and realized its not going to fit in my room, so we decided to bring it back in the store the very next day (purchased less than 24hrs) but when we spoke with the supervisor named Djeemetry, he refused to take the item back because he said the box has been opened already. Without considering what happened with the sale, and that the item is too big he didn't gave any other options, just a straight rejection to get a different item that we can actually use or even process a refund. I am so disappointed for wasting my money and not even satisfied with the item as well with the customer service of that store.

I am helping my parents file a complaint about warranty service from the bricks. My parent’s tv stopped working so they called the bricks for warranty. It was a long process and run around but to cut it short, it took 37 days to be exact for the repair company to pick up the tv including delays such as cancellation of scheduled pick up.

The tv was mounted to the wall. When the repair guys came to pick up the tv, they took down the tv no problem, no hesitation, no warning that we will have to put it back ourselves once it’s delivered back to us. One of the guys even took pictures of the connections before taking the tv down. “oh wait a second, let me take pictures to be sure” he says. So that too left an impression that they will be putting it back up.

FYI, my mother is on disability, and my father has a frozen shoulder. They are also approaching seniority. Language barrier is also an issue hence they did not get to argue with repair company to put it back on the wall rather than leaving it on floor.

Today, I came to their place to see their TV on the floor. I was furious! TV is a big part of their leisure and they haven’t had it for over a month! So I called the bricks pitt meadows BC to explain the situation. Amanda (staff), insisted that installing the tv back is not in repair company’s scope. She also said they shouldn’t have taken it down themselves. Even after expressing the situation and the disappointment, she concluded that it’s $199 to re-install the tv back to the wall and that there’s nothing they can do about it.

FYI, when the repair guys came to check the tv before scheduling a pick up on it, the repair guy said the brand is hard to handle and could be a hit and miss with repair.and it could take couple of weeks for repair. Because of that, my mother was reluctant to surrender it for repair and asked for replacement instead. The repair man said that it’s up to the bricks. So my mother called the bricks and relayed the information and the staff was confused as to why the repair company needs to pick up the tv. They said they would call my mother but no calls received until they just pick up the tv.

The tv warranty is coming up to an end pretty soon. The tv us here but how are we supposed to find out if it actually is fixed without being able to install it to the wall to be connected to power? What if it breaks down for the same reason after the warranty runs out…

I feel there isn’t enough communication made and proper information relayed for the process. Otherwise we could’ve prepared for this rather than being frustrated and furious!

This is just disappointing and frustrating from start to finish! Never buying anything from them again!

I am writing this complaint on behalf of my employee/friend. He was interviewed at your Fredericton, New Brunswick branch in the Regent Mall. The job was for a salesperson. The lady who interviewed him told me her name was Cassi or Cassy. I don't know how she spells her name. She asked him, "What do you know about TVs" He replied, "I think I know them a fair bit" She then asked him a question, and when he didn't know the answer, she was rude and called him a liar. She didn't use the word liar, but it felt like she did.

My employee doesn't have the heart to make the complaint himself due to the extreme depression and anxiety he has. If this is the kind of manager you hire at your locations, I am scared to know what others are like.

He almost had an anxiety attack from this. He should report this to his lawyer.

If you need his name and other info, I will ask him if I can provide it. This should be dealt with asap if you care about the image of your company.

Bought an expensive fridge three years ago (Bosch). Thought I was getting a good deal at the Brick. Last year the fridge broke down and the food in it was freezing and the ice maker was not working. The Brick took quite a while to respond and send a tech over to fix it. The fix only lasted a while and the same problems started happening. I am still waiting for it to be fully fixed. The Brick has used various excuses to avoid honouring their extended warranty. Buying appliances at the Brick is definitely not worth the bother . Awful customer service.

Purchased a couch online and the delivery date was to be May 30th 2023! Called the number on our receipt to find out that only half of the couch was available so it will now be delayed 3weeks and won’t be delivered! On my receipt it specifically says that some one will contact us a few days before delivery and we never heard from the store! We of course were prepared for the new couch to arrive so we disposed of our old couch because my husband has to go for a total knee replacement and wanted to get everything ready for the new couch! He will rely on the couch for safe propping up of his leg after surgery with the recliner! I had asked the manager from the Ponoka store if we could get the pieces available delivered asap so we have something for him to rest on and he said that I would have to pay for two different deliveries! Doesn’t sound like a me problem sounds like The Bricks problem! Highly disappointed in how this is being dealt with and will not be dealing with this company again! If someone would have contacted us to tell us about the delay we would not have disposed of our old couches so we had something to sit on! Ben from the Ponoka store said there was nothing they could do and would not do a complimentary shipping of the unavailable pieces. My email [protected]@telus.net

I was asked to follow up using the support ticket id #239607.

My previous request was closed by mistake

Please see below request below. ( Store response in email below)

Please note we purchased this sectional worth $5-6k only 4-5 months ago, which means it is still under manufacturers warranty plus we purchased extra warranty 700$ worth.

This sectional already has holes all over the sectional and cloth is coming with lint all over. IT IS WASTE OF MONEY AND HASSLE SINCE WE BOUGHT IT. Please review the defects and consider that things purchased from this big retailer (the brick) are not expected to tear apart and rip in 4 months of purchase

Please let us know next steps. Before we can move to consumer board and other complaints forward.

We are only asking for replacement not money back as it is coming apart within 4 months of purchase and is not usable

Thanks

Juhita