The Brick
Reviews and Complaints

After a disaster with your delivery team who refused to try to move a new couch into our home, we were forced to buy a Different couch and have been waiting 5 months when we were originally told it would be here beginning of April.

We have heard absolutely nothing from the brick on any delays and when I reached out over the chat, I was told 1. It is pushes to SEPTEMBER! And 2. A manager would be in contact.

I still havent heard from anyone and it is absolutely ridiculous that it would be pushed 10 months after buying it with NO NOTICE!

To whom it may concern:

I want to let you know of the rudeness and mixed-up statements that I have been told by YOUR REPRESENTATIVES that work for The Brick.

I have bought plenty of items but moving forward I will be writing bad reviews and informing the newspaper as I work for a home builder and have lots of access to social media at my hands of the way I have been treated and mis informed by your company.

Back in 2019 when I had come into your office to buy a new couch along with my sister in law I was told by your representative Anna because I was complaining about the cushions of my old couch she informed me that the foam (cushions) if they go soft would be covered under the warranty if I purchased it.  I spent 550 to purchase the warranty under that theory and she also stated that if I did not use the warranty it would be forwarded to my next purchase in your store.  The original couch would not fit in my condo but Anna adjusted the order to ensure that i received the couch and she got her commission but now once the sale was done i guess customers dont matter once sale is done.

In May I contacted your store to tell them how to go about making a claim.  I also informed them that are seams that are tearing apart part of the warranty and they said yes.  I proceed to make my claim with the cushions and frame and some fabric coming apart.

The technician came to the unit and inspected and made his observation and left

A couple of weeks later i received a phone call regarding my claim and the lady at customer service from the brick stated that the cushions were not warrantable, they changed this rule.  Is it my fault that you altered your warranty that was not what i was told when i did buy the couch, nevertheless I told them that was not fair.  I then asked her if you can speak to the contractor repairing my couch and ask how much it would be for me to pay the foam and if they can give me a discount some how.  She said she would email them and advise accordingly.

On Sunday i got another call from a lady from customer service asking me to contact the contractor personally to discuss my issue and deal with them for the foam again instead of arguing as that is not what she told me i took the number down.  I called these people today [protected] and spoke to a lady there and she informed me that they can not do this work as it is out of their warrantly contact and to find someone else.  I asked her but The Brick told me to call and she said sorry call them back i can not do it.

I also asked her if she can explain what was getting replaced on my couch and she said some items on the sectional but regarding the love seat (2 seater) only the frame i said what about the seams coming apart and she said call the brick they did not authorize that 

Now i am told that is not warrantable WHY? If seams are coming apart why is that not a warrantable item when your already told me it was warrrantalbe when i first called in.

I have never been mis treated by and consumer company like you guy at The Brick have done to me 

I am so unsatisfied and ask that a manager contact me asap as i have been given the run around and it is pissing me right off 

Even when i called today the gentlemen informed me that the cushion (foam) was out of warrantly in 2020 so why is that my fault?  you should have grandfathered the people before that and moving forward do not warrant not that you just make the decision and then said to bad that is mis representation and false advertisement.

Please contact me asap [protected] to get this matter resolved once and for all 

thank you 

Will never buy from the brick again. We ordered a table set that was a little more than we were hoping to pay but thought it would be worth it to spend more money. Not only did we have to wait 6 months for the product to come in but when it finally did arrive we brought it home to find one of the chairs and benches damaged. We exchanged the same only for the new chair to be damaged as well. Very disappointed in the quality of their furniture for the price we paid.

Don't bother buying extended warranty from the brick. I have fridge with a damaged door. Been waiting over 2 months to get repaired. No expected parts delivery date . The doors getting worse. Damaging more of the fridge. Instead of replacing the fridge for us the warranty company only offers less than half of the fridges value to buy another fridge from the brick. Not acceptable. We paid 400$ for the warranty. Fix it or replace it! Buyer beware!. There warranty is a rip off and they don't even try to help with the situation!

this LG refrigerator stop working after 3 years, and is on protection plan.

After 4 days of weighting for the service people they come today on May 27 and after checking they said the compressor needs to be replace, and they don't know haw many days or even weeks this part will come.

I was told from the warranty people that the store may have a loaners for us.

I went to the Bricks where I purchase this unit in Mississauga, and I was told that they don't do loaners, and the suggestion from the store to buy a smaller fridge and be patient.

I'm asking you is this the only solutionI can get from the store and warranty company?

If it is then, I don't know If I'm living in Canada.

And If I buy the second fridge you are covering the costs?

Please, some one answer me

Mike

I bought a washer and dryer set from the Brick in Newmarket, Ontario

The delivery people came and couldn't get it down the stairs. My husband cut out some of the wall to see if they would go down, however it still wasn't wide enough. I've had previous homes where there was no issue.

The washer and dryer weren't unwrapped and they hadn't been used. When I called the Brick to explain what happened and that I would have to swap out the fair for smaller ones, I was told I have to pay a 25% restocking fee and pay for the truck coming to pick them up for a total of $425.00. The set hadn't been unwrapped. As a customer, I am totally disgusted with this. Very poor customer service. When I worked at Home Depot a few years ago, items were taken back no questions asked. I will never shop at the Brick again and I will tell everyone what happened. Very poor way to treat a customer.

Andrea Sinclair

[protected]@yahoo.ca

[protected]

The name of the salesperson is Shahroze Shaukat - [protected]

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