The Brick
Reviews and Complaints

I purchased 3 appliances in October 2020. My stove was delivered & was defective & had to be replaced.
I am STILL waiting for my fridge & dishwasher & have been told MANY dates. I was called today by a rude manager named Craig who now says November. I have gone into the store numerous times- no one is helpful & very dishonest about the dates of when my appliances will come in. It has almost been a year. I want someone to follow up properly

DATE OF INCIDENT:23RD JULY 2021
CLIENT NUMBER: GRENA517Z7
Here following the email sent on 25th July 2021 to review@thebrick.com
Hi,
My name is Alessandra Grendene, the author of the review on Google Maps.

In reference to that me and my friend we felt very uncomfortable and we dealt with a female sales associate who, not only didn't put any effort in finding a solution based on the requirements we provided to her, but also she made us feeling unwelcome. She also told us that the mattresses on sale under $500 were for kids only. We couldn't even try them. If that was the case it would have been mentioned in your website.

Me and my friend we went there to replace a Twin Mattress with a Queen. Four months ago me and my fiancee we spent around $3000 for a Queen Mattress Memory Foam and we called the store recently to get info about the replacement policy and another very rude female sales associate treated us very unwelcome.

Now based on the terrible experiences mentioned above I firmly ask you to take the Twin Mattress back (at your cost) and give me store credit for my future purchase.

I am expecting the resolution and the response earliest.

Alessandra Grendene

DESIRABLE RESOLUTION OF MY COMPLAINT: REFUND OF $609 (TWIN MATTRESS PRICE)

after many attempts to communicate with local store manager, I have to write email to the Brick corporate customer service department. the below email was one of the email I sent to them in June.
________________-
Hi， Nazli， thank you for your email.

After many phone calls and emails to Komal and the West Vancouver Park Royal Store since May 11, I finally got to spoke with the supervisor Harsim Kaur last Friday and I am total angry and mad with it!Is that the customer service you are promised? Since my first attempt for claim my warranty back to April!

Secondly although the supervisor I spoke with on last Friday offered some credit to me but I will not accept! This is not something that your store promised when I purchasing my 5 years warranty!

If I did receive a very considerate and warm service since April, no chasing for 2 more months to get a response, I might will consider the credit!

But you put customer to a very difficult situation and I probably tried to communicate with 3 stores with tons of emails, phone calls to apply a very reasonable claim for the promised warranty service but I never get a response, until I emailed you they turn back to me quickly, They have been ignore the customer for almost 2 and half month!

That's why currently, I am not going to accept what they try to offer but I am seeking speak directly with your higher management team who over look the whole Vancouver market!

________-

But till now, the issue still not yet solved and the staff name is "Nazil"

I purchased a Fridge with extended warranty. I am having to deal with Trans Global & King and State. I have been without a working fridge since July 1 it is now July 24. I have asked for a loaner fridge, no response. I asked about a pay out offer just over $600 credit to the Brick (I paid over $1500) How can I replace a fridge with only $600. I have phoned King and State, Trans Global and I have done chat with a person at the Brick. I have been told on numerous occasions someone will contact me within 48 hours, or phone me, they will expedite my claim & none of this happens. I have asked for a new fridge (with warranty I will pay the warranty) or a full cash buyout so I can go to a different company to purchase, to replace this one because of all the above issues. NOONE is listening I am so frustrated this is the worse non customer service I have never received! As this is an ongoing issue for over 3 weeks, I would appreciate an urgent response.

Shopping experience was satisfactory but delivery was not. The salesperson, Wesley, forgot to put removal of old appliances on the order. So the delivery team did not take them. The delivery team tried to help but there wasn't room on the truck for the old appliances.
I called the Brick. Wesley says we didn't ask for removal and so there is nothing they can do. It is a matter of he said, I said. No options, no compromise, nothing. I have to remove them myself or pay someone

I was told on June 15th by Melanie that all of my furniture was in stock at the Edmonton warehouse and that if I put down some money she would ensure the securement of my items for delivery to my new home on July 9th.

I gave the Brick $5, 000.00 that day, June 15 and another $4, 650.00 the following day.

Upon giving the Brick full payment for my order, they tried to tell me that the sleeper part of the sectional was now UNAVAILABLE until approximately August. I again reached out to Melanie to confirm this and she had mentioned she would correct this so all of my items would be ready July 9.

To date, I have not received my piece, or any firm delivery date. I have left messages on the voicemail, with no returned calls. I feel like this is pretty much theft at this point. Not to mention the amount of interruptions I have already had just getting the pieces that were delivered, sent to me in "NEW" condition. Extremely unsatisfied!

I went to the Brick on Kennedy near Lawrence I wanted to buy a couch and a king size mattress no one in the store would help me I walked around the whole store twice keep getting this look from the employees I am busy look so I took my 5 grand and left the store never once did anybody ask me or offer me assistance even the heavy set Black employee looked at me with a don't come talk to me [censored] look!

Brick Order Number
122704ESXKP

I am still not received the Dining table which was ordered December 27, 2020. Every time they are blaming it on Pandemic. If pandemic cause dealys, Is there any reason to put the furniture for sale.

My email id: [protected]@gmail.com
Contact: [protected]

I need to replace the filter. On page 47 of the manual. It has no part number

I have had no refrigerator since April. For 3 months I have been trying to get it repaired. The service techs keep coming only to try a thing here and there and it is still broken. I am waiting for parts. I have no fridge. The warranty company has been terrible to deal with. You can't get through, or wait on hold for hours, no management contact information they say you have to go through customer service which takes days to get through, they hang up on you.
They want to give my $1500 for a fridge I spent $3500 on. They want to give me that in a credit to buy a fridge again at the brick. Why would I purchase anything from the brick, let alone something that requires a warranty from a pathetic company that is in Barbados. So they obviously don't care how unhappy I am. It's not like I can show up there.
I need a fridge. I have contacted head office only for them to say they will call me back and don't. At this point, I will have to use all social media devices and the news to blow this story up. I am not sure how someone can live without a fridge and aren't doing anything for me.

I have purchased the set of laundry but was not tell that it was final sale. I received the appliance on Sunday and went on Monday at the Brick to tell them that i don't need the dryer as mine works perfectly. They refused to take it back and the manager was arrogant rude and not helpfull to customer. I bought all of my house staff from the Brick, I am a good client. They have never mentioned to me it was final sale until yesterday when I went to the store To tell them to take it back. The store is located on Cyrville in Ottawa.