The Brick
Reviews and Complaints

We ordered a sleeper sofa at the beginning of January. My only requirement was that it had a memory foam mattress. Other than that, my wife got to choose the couch.

They told us delivery was to be at the end of April. We got the run around on delivery saying that it had been delivered to the wrong province, then that it was waiting for customs clearance, and finally that they were waiting for us to call them to arrange delivery dates. We finally did receive it at the beginning of august - 4 months after the original date and it had the crappy spring mattress. Now they are unwilling to exchange that mattress for the memory foam mattress even though it has never been used.

Throughout they would never call us back, made many excuses, and just didn't deliver the ordered product.

I recently posted about the customer service online. (Facebook) Not usually one to post, however, I am feeling terrible about my experience with your delivery team. I ordered a mattress back in June and paid in full. I then requested delivery in July as I needed support. I paid the delivery fee and was advised my bed would be delivered ( sorry not sure exact dates as I deleted the messages, but I am sure you have all of that recorded.)

I received a call that my bed would be delivered the next day. I got a call for the delivery; however, they had the wrong address., This was addressed during my phone conversation with your associate. I confirmed I was moving on the online chat feature you offer. I was told I had to rebook the delivery. This was last week. I spoke again with the B.C. branch and advised how I upset I was that I needed to sleep on the floor again. I asked to speak with a manager to escalate this and was informed, she was the manager. After placing me on hold for what seemed forever, she came back to confirm I would have my mattress today Weds Aug 10, 2022. I still do not have it and have not had a phone call nor an email.

I apologize for not having exact dates for you, as I deleted the messages not worried about it. I do know that you can find out. I would like my bed delivered with no delivery fee as it's been delayed twice now. If that is not possible, please cancel my entire order and I will go to Leon's or Sleep Country who likely have much better service.

Rec'd an email

Tara (The Brick)

Aug 11, 2022, 12:04 PM MDT

Hello Ally C.

My name is Tara. I have been assigned your support ticket 165266.

After reviewing the details of your experience, I have determined that this requires the support of a Management Team member. I have requested they contact you to address your concerns. You will be contacted within 1 business day.

I will keep your support ticket open and monitor it until this matter has been addressed by a Manager.

Thank you.

Tara

Customer Experience Team

Today is August 14, 2022 - Still no mattress. Delivery team is now all over me for the delivery date. Still waiting on Head Office.

We bought coach set in July 18 2022. One sit pillow missed. Called to store. Store said we ordering for you now, just don't complain now or salesperson can lose his commission (?). Next day we wanted to verify and went to the store. Some teller said we'll order it for you if it was not done yesterday. And said will be about week. So before August or maximum 1 August we can pickup pillow from store. Someone calls and asks to send picture of missing part - we did. We said are going to vacation till 8 of August. They said - if earlier - we'll give You a call, or you can pick it up any time after coming back - "it will wait for you".

8 of August we have another call from Store when - They asking "What actually missing?", and asked again to send photo. Next day we went to the store and found that actually nothing where ordered. And need another 4-6 weeks to receive missing part. They lost or never opened our previous email! We asked to give this pillow from Showroom - not possible they said. And aging send us home saying they will figure out to help us and 11 of August problem will be solved.

Wednesday 10 August we went to the store again and have been asked again what part was missed! Frustration.. They said they cannot do anything but delivery all set again (just sit pillow missed). Later this day they called and said someone will call Friday to schedule delivery for Saturday 13 August. We asked if we can just pick up pillow from set from warehouse or from store. They ask to wait and called warehouse in Mississauga.

Then they said yes - we can go right now and pick up pillow - just call intercom, bring ID and invoice. We wert to warehouse - nobody knows about us... I have some heard condition and almost felt - too match stress. Manager from Warehouse called to manager in the store and She said - come Saturday to store to pick up, Sorry. Saturday in the store another supervisor said - Not not possible - we'll delivery all set... Why? Help!

I was interested in buying a freezer you had for sale. My partner went in and talked to your representative about it. He said that they didn’t have any on stock at that time but by Thursday they would get some in. I went back later and took a look at the freezer and was told the same thing.

I took this pm off to travel in to town to buy it. I was then told that not only didn’t you have any in stock it would take a week to get them in. When I explained what my partner and I had been told, your store Manager told me “ your wrong. Nobody said that too you.”

I don’t lie. To be called a liar to my face was beyond insulting. By connection she intimated that my partner lied as well.

I realize that Customer Service “ is an outdated sentiment that doesn’t happen anymore but calling your customers liars is beyond the pale.

Needless to say we will Never shop there again and because it’s a small town, the bad reviews I will give everyone and anyone about the gross treatment I received at the hands of your employees will cost you a lot of business.

Maybe you should remind your employees exactly where the money for their wages comes from.

I would like to preface that the Sales clerk Raji who sold me the items at The Brick Mississauga has been pleasant and trying his best to help with the issues but can only do so much. To take my anger out on him is to assume his sales service is part of the delivery service which is apparently a different department altogether. But the manager is responsible for making sure the ENTIRE customer service experience is there and this is where I have a problem and am insulted with the backhanded compensation for the repeated inconveniences of a crappy delivery service.

I purchased > $7000 worth of appliances and furniture from The Brick Mississauga South 1607 Dundas St E, Mississauga, ON L4X 1L5 location in May.

A delivery date was scheduled for Saturday, August 6, 2022 (the date of our move into the newly renovated house!). The day before (Friday Aug 5), I received a text message and email giving me a window of delivery between 11am-1pm saturday. On the day of the move, I received a voicemail in the morning that the delivery window had been shifted to 12-3pm the same day. We had been preparing for this move for weeks and obviously scheduled a moving truck for 7am to move in the house by 10am (right before the delivery was to occur). We were under the impression that there would be a reliable delivery service and we would have all our appliances (fridge, stove/range), mattress, and sofa sectionals the SAME day. By 4pm there was no delivery. Meanwhile all the perishable food I had been temporarily storing in coolers from my previous residence was sitting in the summer heat waiting for the delivery of my fridge! Around 4:30pm I received a call from The Brick that the truck that was going to deliver my stuff had broken down and I needed to reschedule the delivery date to the following week. I was livid! Not only was this an inconvenience but I now had to throw out all of my perishable items because the fridge wasn't coming, I had no bed to sleep on, no range to cook (nothing!). The fact that they called me AFTER the delivery window to tell me that there is no contingency (a second truck!) to deliver my items and all I received and continue to receive is an "I'm sorry". Meanwhile, we, as customers suffer the consequences of now having to reschedule our lives to "be available" for your delivery guys (let's be clear, all we get is a date and approx window of delivery THE DAY BEFORE). Most people have to work on the weekdays and this does not give enough notice for us to re-adjust our lives to suit your 1-truck delivery system.

I tried calling the store (no one answered, and they still don't answer phone calls). I sent a message through the web chat function and they had no idea why my items were not delivered as per schedule (because it wasn't updated live in the system). When I finally reached a different help agent Jeremiah later that night, he confirmed that the delivery didn't make it but couldn't do more. He tried escalating it by putting a note for the "supervisor" to contact me, which now I have learned is the "store manager". That person never contacted me. Jeremiah did offer me as a compensation for the inconvenience, a refund of the delivery fee ($89+tax) for the first missed delivery issue. I did not accept it as I wanted to speak to a manager so that person understood how much this has ruined our move.

So, luckily I had the personal cellphone contact of the Sales agent Raji who sold me the items and I called him Sunday Aug 6 in the morning to let him know what happened. He was surprised and was going to look into it for me. He also said he would have his store manager call me immediately. That never happened.

On monday Aug 8, I received a phone call to reschedule a delivery date for the items I have not yet received for Tuesday Aug 9. The delivery guys did arrive but after the delivery window. As I could not take the time off due to short notice (I work in healthcare), I had my sister be present for the delivery. My sister told me the guys were very rude and unprofessional. They "dropped off" the sofa and as you can see in the picture is the WRONG item delivered. I ordered an L-shape sectional sofa and you can clearly see, this is NOT what I purchased. We obviously did not see this until after the plastic wrapping was undone which the delivery people did not even want to help us remove. Instead, they told my sister to do it herself and that it was "no big deal". When my sister told her she couldn't, they muttered in punjabi a derogatory word which I will not repeat but she understood because she has a lot of East indian friends to know what words not to say.

More importantly, is it not common sense to see that the sofa did NOT make sense and needed to be exchanged? Instead they jetted out of the house.

My sister immediately sent me this photo. I contacted Raji again and sent him this same photo to show him of the mistake and he apologized and was going to talk to the store manager to reschedule an exchange and speak to me about a compensation, again for the inconvenience. He also said the manager's name was Preet and that I could call back the store and talk to her directly. The manager never called. I tried calling the store and no one answered (not surprising! I am sure they are screening my phone number).

By late afternoon of Tuesday Aug 9, I received a call from a lady that works under Preet, that the store is willing to compensate me $100 store credit for the inconvenience. Needless to say, with the experiences I have had so far, a store credit of $100 (which nothing significant is less than $100 in that store) is a slap in the face to me. Essentially what is being offered translates to "I know we have inconvenienced you now 2X, but here is a store credit to make you spend more money with us!". I did not accept and demanded that the delivery team call me asap to reschedule a date to delivery the right item to me ASAP.

On Thursday Aug 11, I got a text message that my new delivery date was Saturday Aug 13 and that I would be getting a message the day before regarding the delivery window. It is now 3:30pm Friday Aug 12 and no news yet. Meanwhile, I am to keep my day "on hold" for this elusive call/message of when I need to be home tomorrow for the delivery?

The fact that The Brick has screwed up the delivery 2X and there is no sense of urgency to resolve this is appalling and not what I expect from a national company that prides themselves on customer service. It's even more insulting that there are no ways for customers to reach anyone for a prompt resolution! Seen as how it has now been almost 1 week and I have not yet heard from the store manager, I take it that she is hoping I go away quietly while she screens my calls to the store for help. Is this acceptable?

We purchased a brand new mattress from the Brick + a bed frame with a headboard as well as a mattress cover.

The mattress was delivered on June 17/22 with the headboard. The delivery guys advised that the bed frame is missing. We did confirm with Raji (our sales rep) the night before that everything we purchased would be delivered together. But the bed frame was no delivered. We have since received two calls from The Brick advising that there is another delay with receiving the bed frame. Hence, the mattress has been standing unpacked in our hallway since we still do no have the bed frame. Yesterday my husband unpacked the foil from the mattress and we were shocked at what we saw. The mattress delivered is not new, there are stains on it and all the tags are ripped off including the warranty tag of the mattress. I have attached photos of what has been delivered as well as my invoice. We then looked at the mattress cover and noticed that the package is taped up and the mattress cover appears to be used as well! We are absolutely outraged at this.

I just placed a call to Leena Thakur, (General Sales Manger) as we were dealing with her and Raji G. She advised that we have to write an email and report this issue asap.

We are extremely disappointed with The Brick. This is absolutely unacceptable. How can a used mattress be delivered? Especially during COVID, this is very disgusting and unsanitary. We have a newborn baby in the hospital and I made a special trip home on June 17 to wait for the delivery and was assured by Raji G the sales person what all will be delivered and well. But what has been delivered is a used mattress and used mattress cover and the bed frame is still not delivered.

Please rectify this issue as soon as possible and get in touch with me. We are expecting this mattress to be picked up as soon as possible and replaced with a new mattress which is what we purchased and paid a lot of money for! We are currently without a mattress.

Please contact me at [protected]@gmail.com

Myself, my mother and sister went to the Kenastaon Avenue Brick in Winnipeg, Manitoba this past Sunday and found a kitchen table with 4 chairs to buy within a few minutes. The listed sale price on the table was $999.99 for the table and 4 chairs, reduced from $1399.99. My mom stated to the sales lady she would purchase the table but would also like to look around the store to see what else she would like to purchase as the same time. Within a couple minutes, the sales lady took the price card off the table and said the sale price had expired but because it was still being advertised on the table for the sale price of $999.99 she would have to honor the expired sale price but would take it off so no other customers would see it.

After another few minutes, the same sales lady came back to us, after saying they would have to honor the sale price, to say her manager, Harold Dustin Holm, said they would and could not honor the listed sale price. I asked to speak to him immediately as we had already been told it would be honored.

He came out a few minutes later only to say the sale price had expired and he could do nothing about it. He offered no solution other than "there is nothing I can do". We had been told it would be honored as the sale price was still listed, only to be told in a very cold, unapologetic manner, it would not be honored. This is the absoluste customer service I have ever expereinced and still cannot believe that after being told it would be honoroed. to then be told it would not, plane and simple.

Purchase an LG refrigerator 4 years ago with an extended warranty. King and State the warranty company says they have no LG repair technicians near us. We called LG to find out that King and State have lied about location of repair technician. Here we are two weeks later with resolved issues at all. Now today LG tells us we have to pay $299.00 for a repair technician ourselves. Here we are out of a fridge, out a freezer and fridge full of food and now they want us to pay more. The Brick and incredibly UN Canadian company!

Purchased this sectional in Sep 2020 WITH ADDITIONAL WARRANTY, received it in Feb 2021 and by Dec 2021 it was already disintegrating. The fabric had a lot of pilling and was starting to sag at places. I opened a warranty claim but due to my pregnancy and the convoluted warranty claim process I wasn't able to complete it. In June after having my baby I opened a new warranty claim and a tech was sent to our place to inspect the sectional. The tech did not even check the springs on the sectional and the break is denying our claim now. The couch is in really bad shape, the fabric has pilled all over, there is now a tear in the fabric at the seam as well, the springs have sagged and the seats are now uncomfortable to sit in. I have reached out to the brick numerous times and am not getting a response back. Someone gave us a call and hung up when we tried to explain the issues with the sectional.

Apparently fabric disintegration, extensive pilling and sagging and dips in the sectional are not covered by the warranty? Very unhappy with the service we received and all the money AND TIME I had to spend on this. Would not recommend anyone to purchase from the brick anymore and NEVER purchase the warranty as it is a scam and their quality is absolutely terrible. For a $5000 sectional, I expected more. I also expected much better service. Very very disappointed.

Good Morning,

I am sending this email because I m exhausted from the local brick store, by listening to the delays from them

I placed the order for the HBL8743UC Microwave/ Oven for my home and it has to be installed on the wall I purchased and paid that on 15-SEP-2020 and order no is 0915034COBV.

Delivery Suppose to happen on June 2021 and Today is 03-Aug-2022 and we still don't have the Product yet,

I am looking for compensation on that as well as my Microwave/ Oven Shipped ASAP,

I spoke to the local brick and they keep on delaying the Delivery date last time they told me, It will be delivered on 05 Aug 2022,

Yesterday again I followed up and they now telling me it will come on

24-Aug-2022.

I am tired of the excuses they have been doing with me from last

1.5 yrs

I want it delivered on 05 Aug 2022 or you can take all the bosch products from my kitchen and I will cancel all the orders and take the refunds for everything,

If you can't do that let me know I can pursue that in Small claims court.

I have been your loyal customer for the last 6 years spent almost $100,000 in sales in your store,

Thanking you,

Amrinder khera

[protected]

I want an apology letter as well as my product delivered on 05 Aug 2022 as they promised me before and Compensation for delaying the products

and if that can't happen then I need a refund as well as the All the bosch appliances delivered to me that can be picked up as well and refund me that too,

I can look at other companies out there,

We purchased a Simmons Blacktop king-sized mattress and matching box springs from the Brick in Kirkland, Quebec in March of 2020. They were delivered in June 2020. We found that, on the left-hand side of the mattress, there was a distinct bulge. We quickly reported the defect through proper channels, but The Brick/Simmons refused to deal with the problem. As we discovered the Law Tag had been cut and we were unable to supply the required information. Our reporting of the fact the tag was obviously cut before delivery fell on deaf ears.

We now find that bulge has become even more pronounced, and a similar one, even more extreme, has developed on the right-hand side. Hence, we again raised the issue with a July 10, 2022 letter to the Brick’s Customer Service in Edmonton. In response we received a telephone call from our local Brick store’s Manager who was very combative. We explained about the cut law tag and he went on and on that, if we could not produce an intact Law Tag the Brick would do nothing. We explained that it was delivered that way, and what benefit would accrue to us by cutting it anyway. His response was that we should have looked for an intact Law tag when it was delivered. We wonder how many Brick (or indeed any) a mattress purchaser would stop the delivery to look for the law tag. Indeed, how many even know a Law Tag exists.

We followed up with a second – July 20th -- letter but, to date, no response.

Our assumption is that the mattress was previously sold, and returned, with its law tag information already reported due to the defect, and hence in the system. Therefore, the tag was mutilated in order to derail our ability to use that information in a future submission.

July 28,2022 The Brick 1065 St James Ave Winnipeg Manitoba

I had purchased a mattress for my daughter and within 15 to 20 days the bed must have been defective as the springs where popping through and was really uncomfortable to lye on. When I talked with customer service they said no problem bring the mattress back and we can refund your money or you can re select a new mattress.

So I called the night before I was going to drop it off to ensure everything was ready so I could drop it off the next day. I get there the next day and drop it off and was told to go to the sales department for my refund. Once at the sales department I was told I could not get a refund for the mattress and the manager said we have never had this policy before to get a refund. I proceeded to tell her that when I called I was told I could get a refund and when I dropped off the mattress the warehouse staff told me to go to the sales department to get my refund so I was really confused.

The manager then said I would not be able to get a refund and I just said I don't understand I had called 2 times and was told that it was no problem and it would be refunded.

I am really disappointment to go through all this being told everything was alright with the refund and then when I go to the store they said no. The manager was really unprofessional.

Its not even about the money its the principle of the fact and the communication and being misdirected and told one thing and then when you get there told another. Utterly frustrating!

This review concerns the Sterling motorized recliner. I bought one in 2021, motor died after a few months. Turns out it was a store error, wrong motor was put in. Waited 90 days, during which I battled the rude manager numerous times for a replacement or money back. Wrote letters to the BBB, did reviews, etc. At the 90 day mark, I finally got my money back as a store credit.

Bought another one, because the chair itself is great. And the odds of having another motor go was pretty much nil. Nope. 3 months in, gone. I patiently waited the 90 days this time, went in, n assumed I'd get my store credit again. Also no. Oh, I was kindly offered 60% back in store credit, on a $2,500 chair. Or wait possibly three more months for a part.

So I've effectively owned 2 chairs in 1 year, with total usage time of 6 months.

WORST company to buy from, it's like they purposely hire arrogant, rude managers.

My new slide in stove was delivered and installed yesterday. As it was being installed I questioned the delivery people about increasing the height of the stove to be thrush with my granite countertops. They said they could not correct this problem. As I read my manual it stated that the range could be raised by adjusting the screws on the legs. I need the Brick to correct the installation.

Hello,

I would like to file a complaint for a warranty that was not honored. When I purchased my sectional sofa from the Brick (20 Ashtonbee Road)back in 2017, I paid for a 5-year warranty as well. The stiches of the sofa started to come apart, so I called the Brick to claim the warranty and submitted the form with pictures and someone came over and completed the inspection. I was told the damages qualify for the warranty and I have 2 options: Pick a replacement sofa OR receive a 40% refund (based on the price of the sofa). However, the sofa we have now was discontinued and I didn't find anything close to the sofa I have in terms of color or size. So, I called the Brick and asked if I can wait to pick a replacement since there were no options available to my liking and the answer was "YES". And I even called multiple times to ensure I still have time and there's no deadline and every time I was reassured that I still have time for the warranty replacement .

However, when I went to customer service the other day, I received a completely different answer. The manager said that you only have 30 days from the day the claim is approved to make a decision. I was in complete shock. I told her the entire story and said that if someone had told me about the 30-day timeline, I would have taken the 40% refund at least. She insisted this is the policy and everyone at the Brick is aware of it. I told her that the Brick needs to inform the customer of these policies and I'm so disappointed that no one mentioned this even though I called multiple times to confirm as I had heard from other customers that the Brick uses any excuse not to honor warranties. After 20mins of talking to her, she said she left a voicemail in January 2021 on another phone # (not mine) to say we are approaching the deadline. I did not receive such voicemail and neither did my daughter (the phone # I put on the file as backup just recently in 2022).

I am extremely disappointed and unhappy with the Brick customer service. I paid for a warranty that they will not honor. I received contradicting info even though I did my due diligence as a customer and called multiple times to ensure I was able to use my warranty. Please escalate this matter to honor the warranty I paid for and is valid till August 2/2022.

Thank you,

we bought sofa set, coffee table with side tables and tv stand with fore place on 13th june and we have been told it will be delivered end of June we waited long and received delivery on 19th July.Two delivery persons came and we asked them remove the shoes or use Booties on a carpet, They were very rude and left the all furniture in our hallway. I called the delivery department to complain but the supervisor said that delivery person replied that we i offered booties but customer refused. I told her that its not true and i let her to talk to my son"s ABA therapist as she was eye witness of all that matter but the supervisor still on there delivery staff side.I called to Hamilton Brick store and spoke to them but i have been told that we have to be on our co worker side.

To whom it may concern,

I ordered item AIMYGYAC Grey accent chair on Sept 26,2021 at The Brick store in Sudbury, Ontario, 747 Notre Dame Ave, P3A 2T2 and received it 8 months later, a very defective chair around May with very crooked upholstery and uneven legs by 1/2 inch then was told a second chair was being ordered to replace the defective one. The Brick store called us to tell us it would be in on July15. I went to the store to pick up the chair after again waiting since May and was told the chair was still in Toronto.

I am very disappointed with The Brick and if not compensated for my time and gas to and from the store I will not hesitate to tell anyone of my ordeal with The Brick.

Yours Truly, Wayne Poitras

[protected]

213 Patterson Street

Sudbury, Ontario, P3C 2J8

[protected]@vianet.ca

We purchased King and Queen Bed sets, Comforters, bed-sheets and a couple of Sofa sets from Bricks in Milton in July 2022 for immediate delivery set and agreed for July the 9th.

The staff at the location is highly disappointing... including the store manager, Mr Harry... They lied about delivery dates, did not pass correct and full information on deliveries from the warehouse and the store. They were not willing to assist in coordinating with the assembly guys despite a charge for the assembly being collected at the store and called it the customer's own responsibility.

Above all this rigmarole, failing the full delivery on Saturday the 9th of July, I personally went to the store on the weekend (Saturday, the 9th of July) Mr Arvind the sales person who sold the Sofa to us. And his colleague Mr Singh confirmed that the sofa is in the TRUCK and will be delivered between 12 and 2 Pm that afternoon. Which was totally misleading information. As the delivery hasn't been made till the writing of this complaint - Tuesday the 12th...

On Monday, on yet another follow-up visit to the store, we personally met the store manager, who promised feedback immediately and directed one of his staffs Ms Kajool, to revert to us with info on assembly appointment for the beds, the Sofa delivery delays and why Mr Singh and Arvind mislead us on Saturday. But unfortunately, she ALSO did not call back, YET! We called the 905 Brick number several times on Monday afternoon to reach her, but there was NO Reply even when option to press to 2 to speak to a customer rep or 3 for same-day delivery query.

Mr Harry of course never followed up despite his assurance that he would do so from home becos he was away for the next coming two days.

Can you please have this investigated and surely, for the torture meted out to me and my family who have just moved to our house on the 9th becos there is no place to sit or a decent assembled bed to sleep... Brick needs to take action against the persons involved and also to compensate the customer.

Details of Order and Invoices can be produced, if required

Thank you

Hanan Al-Fuqaha

[protected]

301 Giddings Crescent Milton