The Brick
Reviews and Complaints

We purchased three counter height stools at the Crossroads Brick store in Toronto and were told by the salesperson we could return them if we were not satisfied. We picked them up 3 days after they were paid for, one was rattling around in the box, but I was assured by the shipping person it wouldn't be a problem as they come packaged 2 in a box and that one had been removed. When we got them home we opened the box with the single stool and were surprised to see all the nuts, washers and bolts strewn in the bottom of the box, the item was damaged. The leatherette was streaked and stained. We opened the other box to find the quality of the other tsub par. The upholstery was not pull tightly and was sagging, The staples holding the upholstery were quite a distance apart creating a gaping issue. This is when I contacted the store to let them know I wanted to return them for a refund as I wasn't happy with the quality. Dave, the store manager told me I could only have a store credit or a reorder and I should go online to see The Brick's Return Policy, I purchased the items in the store, not online, this was never brought to my attention at time of purchase by the salesperson, nor did I see it posted at the cash area, nor is it noted on my receipt. The policy is absolutely illogical, if you open the package, which you must do to view your product, you are no longer eligible for a refund. How is the consumer ever able to get a refund for a substandard product if they can't open the package. I would like The Brick to explain firstly why this illogical policy is not noted on the receipt or posted in your store and how can you be so deceptive to your customers. To resolve this issue I would like The Brick store credit I received reversed and my money refunded.

If there was an option to rate this as a Zero, it would be the ideal rating for my experience with the Brick. The poorest most unprofessional customer experience post delivery. While you have sales all over you at the store, as soon as you need service for the Extended Warranty with King and State and the Retail Store, you are going NO WHERE... We had so many issues with our Fridge and have gone for 10+ days without Fridge, and no reimbursement for the groceries. We had an issue in Nov 2023, and it took a BBB complain and few hours of talk time with the Brick HQ to get a loaner for few days while we waited for the repairs. We are now going through the same experience our Fridge is not working again, we returned home Saturday March 16th to find our groceries spoiled the fridge had stopped working while we were away for March Break. I emailed King and State/The Brick to report the incident as the offices were closed. Called back Monday and booked a service appointment Wed the 20th, and we don't have a date of repair YET.. so a week without a Fridge and seems to be OK with the Brick, as they don't deliver with the extended warranty accommodation for loaners etc. OR pay for damaged Groceries as outlined. We have yet to get a call back from the Brick even with the automated reply of we will get back to you within 2-3 days.. assuming Buss Days we are now 5 days and no response. Several calls -emails and Nothing.. .How does the BRICK get away with this business practice and so many customer complains everywhere?

I placed an online order for a kitchen sink in late November. Estimated delivery was 7 days. On day 6 when I hadn’t yet received an email that it had been shipped, I contacted the store. They said it should be arriving the next day. It didn’t, so I called the following day. The store said they had no information as it was through the manufacturer. They said all they could do was email them and wait for a reply. Finally I was given info to attempt to contact them myself. Speaking to someone in the Philippines, she also couldn't help me and said she would create a ticket and I’d have to wait another 48 hours. After a few days I contacted head office, they were finally able to tell me this item IS NOT IN STOCK! So this was after almost 2 weeks since ordering. They tried to offer me different styles of sinks but they wouldn’t have fit, and I didn’t like them anyway. Horrible customer service, wasted so much of my time. Eventually got my money back, but nothing extra for my trouble. I will not shop at the Brick again, and definitely advise not to order anything that is “online exclusive”.

I was treated so poorly, and most people didn’t know what they were doing or how to speak to the right people to find answers.

December 18, 2023 we went in Hunt Club Brick to purchase a couch and dining room set for our new home. The sales person, Harveen, was polite and professional. Making sure as seniors that we were comfortable with the experience. We were so happy with her that we even bought a mattress for a spare room, occasional chair and pillows and mattress covers. We felt it was a good deal. We took home the occasional chair and bedding. Arranged for the couch and dining room table to be delivered to our new home and the mattress to our current residence. We asked if they assembled the purchase and take away the garbage from the dinning room set and couch. She assured us of course and even wrote on the bill of sale to set up and bring garbage back. For the mattress she did the same thing and asked them to take the old mattress. She said she would email us the bill of sale, which she did but it was just electronic and had no pen writing on it.

We met the delivery truck at the new house. Two men brought the furniture in – not on a dolly or with stabilizing ropes attached to their bodies – dropping the furniture on the ground over and over because it was heavy. We then offered them food to have while setting up the furniture. They said they do not do that. Left and then put the garbage from the truck on the conjoined neighbour’s driveway. Proof with picture. Needless to say they missed out on the fifty dollars tip we had for them.

A few days later the delivery truck came back with the mattress to our current house. We had cleared the bed, older mattress at the front door and tip ready. They refused to take the old mattress and left the new mattress inside the front door. Tip again not given.

Called Harveen for the second time about the delivery and said she could not understand. They did the same thing to a senior moving into a condo with her appliances. No door put on the fridge she said. Said she would tell her manager.

So buyer beware. I think this is a scam. Get you to buy – give your poor delivery – but what can you do now that the furniture or whatever you buy now is in your home. One hundred and fifty dollars for delivery means delivery to the front door only.

Don’t bother to call the Brick. They have a customer service number but it does not work. Must send them a form from the internet. If you delve deeper into the web you will find in small print that they deliver and don’t set up or take away the garbage. How come the sales people do not know this?

Anyways they have missed out on selling us a washer, dryer, kitchen appliance and king size bed.

Mary Jane Burrows, Nepean

We purchased $20,000 of furniture 7 weeks ago. Still don't have everything! I asked our sales person James to have furniture assembled for us. HAHA my husband put most of it together. NOT HAPPY ABOUT THAT! I went to the store to speak with James and asked him what price I was getting on some items. He said I was getting a good price and walked away from me. During that visit, I caught up with him and he ended up walking away from me 3 times! I was so frustrated that I walked out. NO IDEA how to apply customer service! I have much more to share but space is running out. DONT BUY FROM HIM!

These people are horrible. Ordered a mattress from them (they charged a $150 delivery fee), and they refused to complete the order because their driver reported an "obstruction" – which was a momentary delay caused by a lane reduction on an adjoining street. When I called to complain, they told me they wouldn't deliver unless I could guarantee no delays (as if I control the local roads dept.). The only thing more remarkable than their stupidity is their arrogance. They're hopeless, dishonest, rude and stupid. How on Earth do these clowns stay in business.

I went to The brick for selecting the best mattress specially for my back. After an hour I did select one king mattress and it took the sales person 20 minutes to do the billing because of bad reception that was really funny. Anyway she told me it might take 15 days to get the mattress I agreed and it almost took a month to deliver I received it on Jan 20th and yesterday I did a setup and guess what it is wrong and defective mattress not even close which I had chosen.. the foam is already coming out from the edges. I called the sales people in the store they were not at all apologetic and not humble at all. I found the brick service and sales people very disappointing.

In December of 2023 the two delivery men they sent to deliver my refrigerator were extremely rude and unprofessional, one of them even started cursing. Right from the beginning they were complaining about everything. They were supposed to wear masks but did not. They had no ramp set up from their truck and were about to roughly 'drop' the refrigerator onto the road but saw me watching and restrained themselves. They took the styrofoam cover off the fridge bottom and let it sit on the snow and dirty road. They were crude and disrespectful and would not give me a moment to inspect the appliance before signing the form. I did not feel safe letting these two delivery men into my home so I had them leave my appliance on the doorstep, which meant I had to annoyingly drag it in and install it myself. Considering we paid for the delivery and were treated poorly, I will never buy from The Brick again. This was a really bad experience.

I purchased a sofa and received it in November 2022. By October 2023 the fabric was pilling. I have had other fabric sofas and chairs in the past and this has never happened. I called the store today and spoke to a rep and manager in customer service and was told that there was nothing that could be done about this as far as a return or exchange. It was recommended that I use a fabric shaver.

I am very disappointed in the quality of the sofa I purchased and unless the sofa can be exchanged or returned I will not shop at the Brick in the future.