The Brick
Reviews and Complaints

I have purchased coffee table back in November 2021 - we brought the box home 2 weeks after the initial purchase. Box has remained closed until February of 2022 as we were in the middle of renovations. Once it was open we find few scratches on the table top - we call The Brick in Simcoe to notify them. We were told a technician will be sent to the house to [censored] the damages.. the technician shows up week later and after assessing the tables he advised that table top is cracked and he cannot fix it - we need a replacement. He will file the report and we will get a phone call from Felicia within a week. WE have not been contacted at all by anyone from the store.

My husband reached out to the store just to be rudely told they have left a voice mail and that they cannot do anything about it.

I have reached out to Head Office via chat and was assigned support ticket 13254. I exchanged an email with The Brick customer service rep to be told the case has ben reviewed and that the decision has been final.

I am being told 2 different things - the technician that was sent to the house said table top is cracked along with few other scratches and I am being told by the store owner that there is no such thing mentioned on the report and that there is nothing he can do... how am I supposed to keep a broken product and be happy about it? The Brick website states that Virtually any defect in the construction or craftsmanship of your furniture is protected with The Brick’s 5 year Furniture Protection Plan - how come this policy doesn't apply to the product I purchased? Had I known that The Brick will sell and send out damaged product I would opt out from buying a coffee table that was over $500.00 to save myself the money and now the headache.

I am not happy with the way this issue is being handle.

We had purchased a new crib and dresser back in Nov 2021. Our crib was finally delivered months later (end of January). When they brought it in the house the delivery guys has very dirty, wet, slushy boots on. My impression was they are to wear covers no? Anyway, after the one stepped on my brand new area rug I nearly has a meltdown. Regardless, I told them to leave it at the door as my stairs and all upstairs where it was going are carpeted and light at that, any dirty boots would be sure to stain. The dresser was delayed an extra 3x and FINALLY was set to deliver the end of March. When I had spoken to the customer service rep I informed her of the situation that occurred with the crib and she informed me that she will make a note to ensure foot coverings are worn (although not sure what help those will make but better than nothing right). When they arrived, no masks were worn (I am 36 weeks pregnant and not ok with this!) and once again dirty boots. They offered to take it upstairs where it needed to go, however, again I have light-colored carpeted stairs and upstairs which I am unable to cover in entirety. I, unfortunately, had to tell them to just leave it at the door. Little did I know this dresser is already assembled! My boyfriend and I are new to town and cant just call up someone to help bring it up. Now we have a huge dresser sitting in our living room unable to bring it upstairs to the babies room. I really wish they could have just taken off their boots or at the very least as I was promised put covers on. We are absolutely stuck now. Will NEVER purchase anything from the Brick EVER again. To spend thousands of furniture and the delivery men cannot even take their boots off in a home OR put covers on in order to get it to the location needed is ridiculous.

Hello,

This complaint is in regards to the credit issued as a result of the extended warranty claim.

I had been offered two credits, first for 4 Dining Chairs and the second one for 1 Dining Chair. At that time, it was not mentioned that those credits will be expired after certain time.

The warranty claim was made when we lived in Calgary under the phone number [protected]. Now, we are moved to Peterborough, ON. I contacted the store here in Peterborough and also the original store at Sarcee Trail in Calgary. They stated that these credits are no longer available. So, we lost almost $500.00!

Can you please look into this matter and reinstate our claim? We would like to purchase some furniture from The Brick using this credit. It is under [protected].

We appreciated your help. I can be reached at [protected].

Thanks,

Gajinder Singh

Bought couch set in Nov 21 received love seat in 2 weeks ,,still waiting for 3 seater couch ,,it's March 15 2022 now ,,will definitely not be doin any more business with this company and my family and friends feel same way ,it's like the salesman knew we couldn't get the product right away but told us no problem and so here we are 5 months later still waiting for our couch ,,I bet he got his commission...

My name is Joy Iyasele I was at the shop to buy a full bed set because my sister is pregnant and she will be staying with me. The salesperson name ANU V advise me to go for this particular full bed frames set. Which I bought and they delivered it on the 8th February 2022. When the set of bed came on the 8th of February 2022 I called the sales representative immediately to tell him that the bed frame keep squeaking “moving from one position to the other” he them advised me to go to dollarama shop to buy stickers and place it on the four legs side of the bed frame that it will help, which I actually did on that day. I called him again to inform him that the stickers did not work that he should come and collect the bed and all the items brought, them he said he was going to send someone down to my house to check it. I waiting for the person all day at home but no one came to the house, that was the first week, I called him again to tell him that no one came to the house he said he was sorry that he will call for someone to come and the person will ring me, the next week the person called me that he was going to come but I waited for him again for the second time he did not come, this time I was already upset I called the sales representative for the third time and he them promised that he was going to send a technician from Brick and I said why did you not do that from the beginning. Furthermore the technician came on the 7th March 2022 and he said that the bed fame is a low quality item that he will not be able to do anything about it that I should return it back to the shop.

Furthermore from the day this item came I have not use the item and the reason I got this item is because of my sister that is pregnant and due anytime soon, she has been sleeping in the sofa in the house.

On the 7th march 2022 I came to your office to complain and I met your supervisor David McPherson explain the situation of things to him and he saw me in my pregnant situation he was asking me to go for another type of bed frame but there was none available in shop for me to take home, he them advise me to come back that he will sort some out for me and speak to his manager. Only for me to return back today 11th March 2022 he is telling me that he will not collect the items that he will only collect the bed frame, I am really disappointed and I will like to take this complaint further because I am not happy with the situation of things and also your supervisor David was very rude to me today.

Below are the I brought from your shop

1. Cool touch Standard pillow $13.86

2. Touch Fu Mattpad $55.44

3. Queen pillow $69.95

4. Harlow full HB/FB $531.81

5. Harlow full Sl/RL $58.00

6. Full Matt $ 432.26

7. Queen Pillow $69.95

8. Queen Pillow $69.95

9. Lopro full Box $57.69

10. Admin fee $59.95

Which came to a total of $1535.57

Furthermore your supervisor is telling me today that I will have to remove all the hitch from the bed frame before they will come and collect the item and make refund for only

Harlow full HB/FB $531.81 and Harlow full Sl/RL $58.00 which is unacceptable.

I will like to take this matter further because there should be a compensation for all this distress and inconvenience that this has caused me.

I have been sleeping in my sofa chair due to the fact that the items delivered are not good. I will need a full refund of my money back.

This is my number [protected]

I will be waiting for your reply before I take this complaint further.

Good afternoon

I bought from Brick a fridge.( ST HUBERT)

a refrigerator. the team came but did not deliver because they thought it was not safe for them. I have two entrances to the house. they were not interested.Also, he told me they could come next week if the weather was ok.

After er dozens of phone calls the manager told me one thing: hey would bring it on Saturday even though it will be winther storm( if it is lot of snow,if they want to bring it if not, no.

Il' s all depends by delivery team.

So,

I paid but i don't have the product.

you are not professional and youo not have respect for the client

BTW, the team was arrogante with my wife.

I bought,also a matress Saturday.

The sales man she was told me : no problem, the mattress it was in stock. Come Tuesday. I went Tuesday: nothing. Come tomorrow,Wednesday.. same response:we don't have your mattres. Come next week..

So,The Brick, where it is the RESPECT?

December 30,2021 I purchased a brownstone server online. Delivery date was March 8. Then I receive a call to tell me that the delivery date would be March 28th.

Today I receive a call to say it’s discontinued and I’m not receiving my server. I live in Hamilton Ontario and have shopped at the brick looking for the server to see it but there were none in Hamilton, burlington and Mississauga.

I asked if there was one on display anywhere so I could travel to get it

She said that burlington had one but it was sold waiting for someone to pick up

Funny thing in I requested the sales girl to call me if it comes in so I would cancel my order and buy it from that store.

So now I know that one came in and I didn’t get it

Also you are not offering any other server to me for the price I bought it for.

I have been checking on line to see if the price was any cheaper but it wasn’t the last price it was was $1534.00. I think but I bought it for 949.00

I really do want this server

Also why have you been showing commercials with Korney Wilson with the server and you have discontinued it.

Also Wayfair is selling the same server.

Please help me get this server.

Thank you

Laurette

My fridge freezer started getting warmer on Sunday. On Monday I contacted LG and they said I needed to go through the warranty - King and State. I contacted King and State and they said they would contact Q Services to come and repair.

It is now Friday, my LG fridge is not working at all. Q services says it's a compressor, but they can't do anything about it until King and State approve the repair. I've been on hold with King and State (never picked up), and email contact with both King and State and Q Services. This should be a simple repair but I have no idea when I might expect a repair.

Problems

LG Fridge - 3.5 years old - why is it breaking? My LG dishwasher and oven have both broken in the past 3.5 years. LG is a very poorly made product.

King and State- I paid nearly $500 for this warranty and am severely disappointed with the length of time a basic assessment is. We are living out a a cooler and storing items in the fridge at my church, otherwise we would be out of pocket all the money to replace the spoiled food.

I will never buy an LG appliance or any furniture at the Brick again. I just want this fridge fixed.

I purchased many Furnitures in Bricks( Whitby, Ontario) in September 2021. The seller delayed my order several times. Up to now, I haven't received anything. My order number is 090914TRZEO. I suspect that the Brick purposely withholds the customer's payment and did not make the customer's order from the manufacturer in time.

Back on Feb 2nd had lower freezer of fridge quit working, this was in addition to the ice maker and touch screen that had failed previously. Tried calling King and State after 1 hour on phone gave up and sent email, received email back about 4 days later. Gave the addition information and the came back a few days later Offering about 1/2 the amount I paid for fridge, or I had to do the leg work to find and have a tech approved because the list the used from Transglobal showed none in my area. I told them I am not employed by them and they should do their own leg work. Asbof last week the upper fridge also quit cooling, so now I have no fridge at all. One month since first major issue and still at a stalemate. 10 months till extended warranty is up. So hoping to resolve before then. I bought ensure for in home service and that is what I want, I am not taking a heavily prorated but out to go back to the same store and buy another one. The way this company operates is borderline illegal, false advertising for sure. Stay clear of king and state insurance

My husband and I have medical conditions for wearing a mask. We intended to purchase a king size stearns and foster mattress. We attended the Orangeville Ontario Store at 3 pm today. We were greeted by a lady in a mask and requested we wear one. We could not, so she said, I can't help you then. So we proceeded to go and pick out a mattress. When we went to pay for it, there were 3 girls behind the counter, 1 girl out working on a table and a tall gentleman. They said, we all cannot help you, I said even behind the glass and why doesn't your mask work? I left and purchased a mattress at Sleep Country. I am so furious for this treatment. I cannot believe it.

Have Mr. Freeman call me! I was told he don't deal with customers! I am livid by the scammers at the Amherst store! Paid a lot of money for cardboard crap that didn't all come in when I was told, 2 deliveries now, still not complete. I was lied to, scammed into buying crap! Now I can't return it and get my money back because I am being honest by telling them it is not damaged, I just don't like the quality of it (for the money I paid). I just want to return it and get my money back.

Darin McDonald

[protected]

Extremely disappointed with the store managers and all sales reps in ON during whole process of warranty claim which was initially denied although we have paid $350 for extended warranty and furniture was geniune leather after the fight with three stores and involving GSM one nice lady honour what we have promised .

Next step was purchasing the sofa back in March 2021 but to get the delivery was a marathon for me they took exactly 11 months to deliver the product in between with false hopes "your furniture will be available in few days ", in between I have been offered to get $1400 and keep the one which was teary and saggy caused me and family back pain which I denied. So, upon investigating fofvtge product delivery and availability they informed I still have $1000 as a credit in my account I got excited and happy they compensate for inconvenience and start recommending all my friends and family but it my happiness got turned into disappointment and anger due to a call saying oh when the delivery guy came u guys returned only two pieces instead of three which to my surprise as I had only two pieces and ordered two pieces in return

To cut the whole story short here they took my credit back by saying oh sorry we put three pieces instead of two and we accidentally/ mistakenly gave u credit for third one (which was never claimed).

My question is how can u do that to ur custome instead of apologizing and offer the credit they took back credit and being rude and make u feel that u cheated and try to steal money from them.

Very very disappointed by the whole brick team I was a big fan of brick but this was my last purchase.

Beware all purchasers there are lots of other furniture stores which are much more better in terms of inventory and cx service dont fall for these stores false promises and rubbish warranty claim offers they never satisfy their customers.

Extremely disappointed with the sales and customer service received from sales rep N*** at the Beacon Hill, Calgary location. We purchased a serta icomfort motion essentials king mattress including the adjustable base that we were quoted $2400 after the discounted price. She assured us she got the order right and pricing was correctly quoted with the features we asked.

During delivery, we received a different base. We emailed Neda the same night and received no response. We went in store next day to figure out the issue. She was adamant that she dint quote that price for that mattress and base and what we received was the basic bade and was correct.

The day of purchase on 19feb, the price stand was exactly by the product we wanted too. The sales rep said they can't keep moving it but it was not for the item we wanted. We questioned why it was by that product then and they had no answer.

After hassling, she brought in another lady to discuss the same issue.

We asked our options, and we're clearly told to pay an additional $1500 to receive the product. We asked but the 7 day refund policy as well as the reselection offered as per their advertisement at which point we were told that was final sale. Nowhere on the invoice did it state final sale.

It was pretty much take what you got or pay more $$$.

Clearly what you see and pay for is not what you get! They find every way to deny the Extra warranty and the advertising is fake.7 day refund policy/ 90 or 180 day re-election isn't honored by finding a loophole to deny.

All advertising/ sales invoices available