The Brick
Reviews and Complaints

I recently ordered 3 items from The Brick in Brampton Ontario. The sales agent made 2 separate invoices for my 3 orders. It was scheduled for delivery today, July 30, 2019 between 9:45-12:45 pm. I confirmed it several times with the store as well as the sales agent prior to today's delivery and they said it is confirmed. It will be delivered by 2 separate trucks since the other order will come from the store.
My family and I cancelled our appointment for the whole day today due to the delivery of the items, but to our dismay only the sofa and chair (1 invoice) was delivered. I called the store and the lady I spoke with said that we do not have a scheduled delivery for the order number 0725957OUAW which is a recliner love seat. It is so frustrating to know that I ordered and paid for an item and delivery fee, only to find out that there was no scheduled delivery date for it. If I didn't call the store, how would I know that I was waiting for nothing. The delivery girl who called me was rude and was giving me no option but to say yes to Friday's delivery date. This is the 1st time I ordered from the brick and with this kind of service, I am not sure if I will comeback. I will make sure to let people know of this experience.

We visited the Brick Outlet store in Regina on the morning of July 21. When we entered the store the associate at the front desk told us if we find anything he can give me the promo price. We found a chair we wanted to purchase and I asked my son to go to the desk and tell them we found the chair we wanted. He said they would be there in 2 minutes, we'll we waited and waited. My mom was with me also (90yrs old and in her wheelchair), we decided to walk around the store then we decided to just leave as my mom was getting cold in the air conditioning. We got to door and another associate came running up. I could not understand a word he said, he also spoke only to my son. My son told him his mother was buying the chair, but he ignored me and spoke to my son. We went to front desk and the original associate was there. He keyed in the sale and I asked about the discount he ignored me and kept helping the associate on his pc. I told him we needed it delivered and he told me not once but twice to make sure I was home for delivery (I am not stupid). He then asked how I was paying I told him credit card and asked again about the discount. He told me he took $50 off. When we got back to our vehicle I checked the receipt and there was no discount. I will never shop there again customer service was horrible and I was lied to.

I want to reach upper management for the brick since the brick manager in sarnia can't help me to solve my problem, I've been communicating with both Hisense and the brick regarding RA for replacement for my fridge the I bought from brick and now stop working and still under manufacture warranty please read the message from hisense and let me know if you can help or we should ask hisense to provide different paperwork to solve my issues
attachments unless you recognize the sender. **

Hello Haidar,

Apologies for the delay in getting back to you. I had to track down the appropriate information in order to relay to you. I understand you are frustrated and the last thing we want to do is add to that. The Brick decided to stop carrying that particular refrigerator, and therefore, Lowe's picked it up. The decision to carry particular products is that only of the retailer and we have no say in whether or not a retailer stocks a particular product.

Please see our email correspondence with The Brick below sent on July 9th. I have also attached your RA document for your references.

___________
Hello,

Pls see attached pre approved RA for Hisense fridge for Haidar Safa, attached Brick receipt as well.

Unit has defective compressor and not repairable.

Pls help to reach out customer ASAP as unit is not cooling.

Once receive original unit back, pls reach out to [protected]@hisense.com with ref # 53170514.

Thanks
______________________

We did not receive a reply to that email. Unfortunately, we are in a position where our hands are tied. We are not able to dictate The Brick's return or refund policies. We do not sell direct to customers and are therefore, unable to offer them ourselves. All we can do is process a return through The Brick to ensure they provide you with the full amount that you paid for the unit - in this case, their policy is a store-credit or store exchange only of that exact value. I believe they call it a re-selection credit for you to obtain a working refrigerator. We want you to have a fridge that works - whether that fridge is a Hisense or not. We are sorry that you ran into compressor issues - because they are un-repairable - and that is why we offer the 5 year compressor warranty on the unit's through the retailers.

You are free to try to escalate higher up in The Brick to see if they will offer you a one time goodwill refund, but I cannot speak to their policies as I do not officially know them. The attached document may help if you decide to go that route.

Please let me know if I can provide additional information or clarification for you. Again, I do apologize for this experience - we're very happy that you loved your Hisense RF20 refrigerator and are sorry that The Brick is unable to offer you a direct exchange.

Thank you for contacting Hisense Canada.

The Hisense Team

From:"Haidar, Haidar (Sarnia)"
Sent Time:2019-07-26 01:04:53 (Friday)
To: HisenseCanadaInfo
Cc:
Subject: RE: RE: we need replacement to our fridge

Sales person name looking after my case, her name is Jennifer H her phone no 519-542-1461 at the Brick . we called today even with the fridge we forced to take (our fridge counter depth) they said wait till August or more we didn't get answer from Manufacture. And she refuse contact you, she said this is not her job.

So please help me to get the money from them, or repair the one in my house, since I Cant go again and talk with them about this matter. I done that for more than 4 times with family and kids. The most thing upset me they spend hours to get you buy something but they don't want spend minute to solve my issue

From: HisenseCanadaInfo
Sent: July-25-19 12:48 PM
To: Haidar, Haidar (Sarnia)
Subject: Re: RE: we need replacement to our fridge[External Sender]

** [EXTERNAL SENDER] Do not click links or open attachments unless you recognize the sender. **

Hi Haidar,

I can see on this end that the RMA was issued to The Brick on July 9, 2019.
RMA# 53170514.

I am going to have my service team escalate internally to The Brick and ask them to put a rush on this. I have no idea why there is a delay. There are no notes in our system from them that would indicate a problem. I apologize. I will update you as soon as I have more information.

Thank you,

Hisense Canada

From:"Haidar, Haidar (Sarnia)"
Sent Time:2019-07-26 00:41:56 (Friday)
To: HisenseCanadaInfo
Cc:
Subject: RE: we need replacement to our fridge

Yes we did whatever is mention in number 1. We called, they inspected, sealed issue, they said we are eligible for new fridge, the old fridge was purchased from the brick Sarnia, they don't have the same model, and here where is the issue you start, we down grade for cheaper one and still waiting

My name

Haidar Haidar
1615 Mills St Sarnia, On

Phone # [protected]

Case # 150 289 106

Thanks for the quick response

From: HisenseCanadaInfo
Sent: July-25-19 12:22 PM
To: Haidar, Haidar (Sarnia)
Subject: Re: we need replacement to our fridge[External Sender]

** [EXTERNAL SENDER] Do not click links or open attachments unless you recognize the sender. **

Hello Haidar,

Your email has been received.

I am very sorry to hear about these issues you are having. Of course if your unit is under warranty, we will do our best to take care of you. Could you please answer a few questions for me:

1. Have you been in contact with our Hisense call centre yet to set up a service appointment to diagnose the refrigerator? We require a report by an authorized technician (also covered in our manufacturer's warranty) in order to facilitate the paperwork and replace the fridge if it is un-fixable to like-new quality. They can be contacted via 1-855-344-7367. If the unit is fixable, it will be repaired as soon as possible.

2. If not, can you please describe the issue with the refrigerator - i.e. not cooling, freezer not working, door fell off, etc. If you have not contacted them, can you also please send us a copy of the proof of purchase/receipt - we require it to process warranty claims.
3. If so, can you confirm that the phone number you provided below is the number that you provided them with when you called?

Please provide your full mailing address (physical address).

In addition to asking for the above information, I am going to escalate you to the in-house service department to see if anything can be rushed. I have no access into the call centre call logs - but they do - so I figured I would just ask you these questions to prevent a hold up with lack of information flow.

Please let me know and I promise, we will do our best to help you.

Thank you for contacting Hisense Canada.

Hisense Canada

From:"Haidar, Haidar (Sarnia)"
Sent Time:2019-07-26 00:08:20 (Friday)
To: "canadainfo@hisense.com"
Cc: "'[protected]@yahoo.com'"
Subject: we need replacement to our fridge

We are losing hope to replace our fridge under warranty . the brick is the store we purchase the old fridge putting all the problem on Hisense because its manufacture warranty not store warranty

We been waiting for three weeks and no replacement can you help us

Thanks

Phone no [protected]

Haidar Haidar, P.Eng
Civil/Structural Engineer, Worley
Worley_Logo_2019_RGB_email

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*** WORLEY GROUP NOTICE *** "This email is confidential. If you are not the intended recipient, you must not disclose or use the information contained in it. If you have received this email in error, please notify us immediately by return email and delete the email and any attachments. Any personal views or opinions expressed by the writer may not necessarily reflect the views or opinions of any company in the Worley Group of Companies. How we use your personal data: https://www.worleyparsons.com/site-services/privacy"
*** WORLEY GROUP NOTICE *** "This email is confidential. If you are not the intended recipient, you must not disclose or use the information contained in it. If you have received this email in error, please notify us immediately by return email and delete the email and any attachments. Any personal views or opinions expressed by the writer may not necessarily reflect the views or opinions of any company in the Worley Group of Companies. How we use your personal data: https://www.worleyparsons.com/site-serv

We purchased a coffee table as well as the dining set at The Bricks at (West Hunt Club location, Ottawa, Ontarion). Both items were damaged. Called to the store noone answered for a day. Went to the store 3 times to see the manager she wasn't there. Finally talked to her she scheduled the delivery for exchange the items without even asking the home address where to deliver it. She put the wrong address on file. Called her when received the email about delivery and saw the wrong address she blamed us for putting the wrong address and said that she asked us but she didn't. I took a day off at work to receive the delivery and they didn't come because she didn't change the address even though I called her a day before.
We wanted to return the items she said The Bricks doesn't accept returns. We don't want anything from this store. Who will compensate our time, money we lost for taking a day off, gas we spent on coming 3 times to the store for nothing because she is always on a break or not there? Customer service is awful. I will call my bank to cancel all purchases I made at The Bricks. I am not paying for damaged products and I don't have time to stay on my phone for days reach someone to schedule appointments. I wasted so many days, money, energy.

Submitted a warranty claim to the Brick for a defective mattress and they won't honour it. The side has collapsed 40% but they say that's not part of the warranty. There are permanent body indentations of 1.5 inches but they claim the indents need to be 2 inches. The store representative in London told us they had multiple issues with the specific mattress we purchased and the manufacturer had a bad lot, but the warranty department doesn't care. The salesman told us buying the over priced mattress cover would give us additional warranty but the warranty deprtment tells us that's not true. What is true Brick? That once we leave the store and you have our money, you don't care about standing up for your claims of warranty and customer satisfaction. I have spent thousands at the Brick over the years and you have seen the last penny you will ever get from me. Good job!

I bought 3 appliances from the brick 6 years ago. The dishwasher was nothing but trouble - a true lemon in every sense of the word. It was a Bosch - a lesser priced - piece of junk maybe? I was blinded by the name. I now see clearly. (Yes I talked to brick - yes I had a repairman twice- yes I talked to Bosch) The latest repairman said it needs over $350 - water valve or something. He says it had been leaking so on top of this it could have caused a flood for the 11 floors below me.
The oven I was just told this morning needs a new information system? panel? - brain I guess. Over $500.00 for a fix. I live alone - with my cat - I probably used the oven 2 years worth of times. My cat doesn't cook, too lazy.
I'm goofing around because I know this is for basically getting things off your back.
Back in the day I bought a second hand Fischer Price high chair. I wrote (yes) to them told them it was second hand and could I order a new plastic arm as it was cracked.
Meanwhile I went to the Dr (yes this is connected) and found out I was expecting my 2nd baby.
I had a notice from post office that day from fisher price - it was a brand new high chair! Just because !
Moral of story back in day - companies listened / read your concerns and went out of there way to try to fix or help.
Anyway hope someone had a laugh. It would be great if The Brick actually read these.
Michele
Calgary

A series of items were purchased in early May 2019 online for my 94 year old father from the Brick. The items were delivered May 22nd to his new apartment. When first seen on May 25th after we moved him from Montreal to his new Ottawa apartment, it was immediately apparent that two of the items were not appropriate to his needs; a duvet cover set and the mattress.
In terms of the duvet cover, he simply did not need it (the room was warm enough for him and he would not be purchasing a duvet). In terms of the mattress, when put on the new bed that was also purchased, the mattress was too high off the ground for him to safely get in and out of the bed. He did try but was so afraid of falling he decided he could only safely sleep on his old couch.
I went into the Ottawa West Brick store and explained this to the staff on May 27th. They said it was store policy to not take a mattress back for at least 21 days given concerns that some clients just need time to get used to the mattress. In terms of the duvet cover set, they said they could not take this back as it was a hygiene issue. I had the set with me and showed that it had never been opened. They said this did not matter as this was the policy. I said that every online purchase I had ever made allowed returns of unopened and unused items and that this did not make sense.
On the matter of the mattress, I said that this too made no sense given the risk to the senior citizen of falling off the bed. They said he should have tried this first in the store. I explained that this was not possible given he is not very mobile and we were purchasing the item online in another city. They said they could do nothing given the policies, though politely said they agreed with me. I asked to speak to the store manager who they said was not in and would call me the next day (May 28th) after they explained the situation to him. I received no call and on May 29th I called the store and asked to speak to the manager. I left my name and number with the staff person who said they would pass it on. I did not get a call back.
On June 3rd I again called and was told the manager does not work Mondays and that they would get the manager to call me back the next day. I again did not receive a call.
On June 4th I sent a message to the Brick via their website outlining the situation as described here. There was not acknowledgement of that message and I never heard back.
One June 15th I submitted a claim via the Brick website to have the mattress returned as the 3 week period had passed. I filled out all the required information and provided the required pictures showing the mattress unused and on the floor as my dad was not going to be sleeping on it while in the bed we purchased given the risk of falling. On June 19th I received an email saying the claim to return the mattress was being denied as there was no evidence of a manufacturing defect.
I had done everything possible to try and resolve this matter. I went to a local store. I tried to speak to the store manager. I sent a message to the Brick through their website. I filled out their claim form and was denied. All this time my 94 father had been afraid to sleep in the bed he purchased and had an untouched duvet set he will never use.
In terms of the mattress, the Brick's website says things like "Your sleep comfort is guaranteed from the first night." It provides details like, When you purchase a mattress set from The Brick, you can take 90 days to ensure you're comfortable. If you're not getting a terrific sleep with your new set, you can make a one-time reselection. It says "We encourage you to use your new sleep set for at least 21 days before requesting a one-time reselection." It does not say that it will not take back a mattress unless you wait at least 21 days.
Unfortunately with the Brick refusing to communicate, I had to file a complaint with the Better Business Bureau in Alberta where there head office is located in the hope that this would generate a response. It did. I received in writing the option of returning or exchanging the products I did not want. I said I wanted to return the bed, mattress, bed cover which went with the mattress, and duvet cover. I subsequently received a call from the store manager I had been trying to reach who apologized and said they would promptly arrange for pickup of the products that were not wanted. Thinking about other people finding themselves in this situation, I asked about the procedures and policies that led to this situation and he said that this is being addressed. I thanked him. I was told to dismantle the bed which we had paid someone to assemble properly.
As with delivery, we needed to wait within a three hour window for the products to be picked up. When they arrived for the pickup they refused the take the mattress as it was not in a plastic bag. I was never told this was needed and did not have the bag from when the mattress was first delivered. The staff doing the pickup advised to go the store to get a bag and they would then come and pick it up.
I immediately called the store to resolve this, but there was no one answering the phone. I waited on the line for someone to pick up but after over a minute of waiting a message comes on saying all circuits are busy and to try again later. The system then hung up on me. In fact it took 7 calls before anyone answered. I even sent the store an email in the hope this might get a response which never came.
Ultimately I went to the store to pick up the bag and again put aside three hours to wait for the mattress to be picked up, which did happen.
Five days later I had yet to see a refund for the purchase. I called the store and again no answer. I emailed and again no answer. After 7 call attempts someone finally answered and eventually I received a call from their accounting department to confirm the refund.
I have lost track of how much time has been spent dealing with The Brick on this. It took only minutes to spend thousands of dollars online, but weeks to try and resolve a problem that could have been dealt with simply and promptly. Poor policies and procedures, poor employee attitude, and a lack of common sense and compassion for the customer, means buyer beware and stay clear of The Brick.

Be careful when buying something from the brick... you could be missing parts. I recently bought a microwave from the brick and the employee ensured me that all the pieces were included. That was not the case as I was missing a main piece. I would recommend double checking your product as you only have three days to report something missing. The manager did nothing to help, so pretty much was useless. I was very disappointed with the horrible customer service.

Eugenie Bruce
[protected]

Refund and Reimbursement

Complaint

BK COQ The Brick Coquitlam #2Q
14010
604-941-0808

To Dave Freeman President, Human Resources, Customer Service

We have purchased two Brand new fridges from, The Brick in Coquitlam BC on the 23rd of May 2019 and was assured from the manager Ami, the color we choose will arrive on the delivery date with no issues.
When the fridges arrived, immediately we had concerns and called the store manager, Ami and complained about the color of the LG fridge that wasn't the one we chose, that the delivery guys brought to our home. Ami, asked to speak to the delivery person, she stated if it's already on the floor just leave it with them. The delivery man said no both of their old fridges are already on the truck and I have the new LG fridge on the back of the truck and she doesn't want it in her home, As it is not the color she requested and cannot force her to take it. This was the attitude from Ami the Store Manager from The Brick. She has been giving us the runaround since then till now, just to get our money back since we were unsatisfied since the delivery date the 25th of May 2019. She first told us no problem we will refund the full balance. Then told us to wait till we receive The Brick Card to reverse the transactions. At this point They haven't arrange a pick-up date for the smaller fridge and now they are trying to convince us that we have to keep the fridge, that they first brought in our home that is still wrapped up in plastic. She told us to contact The Brick's Head Office and to get notes put on our file to return the smaller fridge. We contacted the Head Office and they said that they don't deal with any merchandise from the stores and they don't have any file on us and Ami the store Manager should refund our money. We told Ami this and she had nothing else to say to us, only that we should contact the company of the fridge to get a technician to come to our house to see if it needs replacement. Originally both fridges were on one invoice but on July 3rd we went to the brick for reimbursement and to refund the monies from The Brick card, they even had trouble finding our invoice, instead "both fridges were on two, completely different invoices". The lady at the desk even said that's not right, as they should be on one invoice, not two separate ones.

I purchased a dresser from the Richmond Hill store and the dresser is not as shown on website. Drawers are not deep enough and barely holds any clothing. I called the store and apparently there is no returns. This is ridiculous for online sales.

I would like to have the dresser returned and refunded.
Order #071294EDVN.

My email: [protected]@mpmichaudgroup.com

My name is Amandeep Handa and I purchased furniture for my house in 2016 and bought almost everything from to mattress to dining table to chairs, office table, lamps etc. etc. and paid amount more than 10k and I was guided by the sales person Vikas Kapoor that we should buy warranty for 5 years as well which I did . Now when I was having safety issues with the furniture I called up again to the same Brick agent and asked for help . He mentioned that I need to file a claim online which I did . A guy came for inspection and took the pictures etc. This was 1 month ago and I didn't hear back from Brick so I called again and talked to the customer serv rep and she informed me that parts have been ordered and will be delivered for repair in a months time for sofa only as that's the only item which has been covered. I was shocked to hear that because I was made to sign the documents in good faith by the Sales person . Then this customer service person on call put me on hold and later came back letting me know that only office chair is something this warranty covers . I was again shocked by the different statement by the same person at this stage. Then I requested to connect me to Manager, she came on call Ms.Yonna Slupek, highly unprofessional and kept on repeating the statement what the warranty was covering . I told her to help me she was again repeating the statements trying to tease me further as I am already so much disheartened and Unhappy with Brick . To me it seems that Brick is running the show on misleading statements and its a Fraud and I ve been cheated since I had good faith on the people at Brick Heartland Mississauga be it Vikas Kapoor or Yonna Slupek but in total I have been cheated and all I have now is Bad taste of Brick, Bitter customer service and broken, unsafe furniture . Totally unexpected, unprofessional and fraudulent experience from Brick . I will report it to the next level to the civil court as well if required. This was completely unexpected and will strongly take it further and also strongly condemn Brick to anyone I can .

I purchased a washer after I made sure with the seller that I need 110 volt, they delivered me a washer 220 volt and how I can use this washer. The don't give my money back and they don't have 110 volt in same style of washer. No choice I had to choose another one. Since I got another style washer I have same problem. By the time the washer has to stop, will restart again by itself and takes for more than 2 hours to wash. I called back and forth many times, the technicians will come, takes a look and tells me, "this is not a smart machine, this is a stupid machine. They go and that's it. Even though I bought extended warranty for 4 years, the extended warranty is provided by the brick, the don't help anyway top of that I bought extended warranty not knowing that it is provided by the brick. Customer service are lairs, they roll their eyes, they can be very rood and disrespectful. When you enter the brick, you will see big smile on everyone's face, once you purchased something and had a problem with it, you will see their real face. I really want people to know, do a favor to yourself and don't go to the brick furniture. They are the biggest scammers, liars, and they don;t have a shame of being liars, and also they charge you for an item that you returned and you don't get your money back. They charged me for a mattress that I returned with the same driver that delivered me another item and I still paid for the mattress that I don't have. If the brick has to offer me the whole entire store for free, I will tell them go to hell you and your free items.

My husband purchased a washer and dryer and arranged to have it delivered and our old appliances removed. We have a century home and our laundry appliances are installed under a counter.
It was clear as soon as the driver left that the depth of the units was such that they did not fit.
My husband made 5-6 calls to the sales rep but was not able to contact her and she did not respond to messages. He also sent emails and 3 days later was informed that once delivered the Brick has a "no return" policy, which was never explained to us.
So now we have 2 brand new appliances sitting at our front door (still have stickers on them) and no working washer or dryers - to make it worse our house is for sale and we can't hide these appliances and if the Brick won't exchange them I will have to buy more.
I am very disappointed and wish I had gone to Home Depot for this purchase.
Debbie Ciccotelli [protected]

I purchased over $2000 items on June 25th, 2019 from the Brick store located in Ottawa, Hunt Club Rd W, K2G 5W5. They delivered all items after a few days which
turned out that one of the boxes for sectional bed has badly damaged internally. We immediately reported to the store and asked for the replacement or exchange. They gave us a timeline of 10 days to deliver the replacement. Now it's been over three weeks that we have not received the item yet. I called the store three times and tried to speak with the store manager but every time after holding me on the phone for about 10 to 15 minutes, the phone receptionist would tell me the manager was not available! I even tried to reach the regional office in Ottawa and talk to someone who is in charge. Still, no clear answer and all I got was" sorry sir there is nothing that we can do right now, you have to wait at least until the end of this week!".
As it is clear from the attached photo that there are three large boxes in the middle of our living room which has made the house look messy! My wife and I are so mad at your company for such terrible customer service. We were waiting for the whole day from the regional office or the store to someone calls us to follow up on our complaint. The store even ignored us after they requested us to leave the contact info for follow up calls from the manager. We know a couple of my friends who have had a similar experience for purchasing from the Brick however we ignored all those experiences, thought positively and stepped into the store. Now, this is our experience! We are expecting you to follow your policies to satisfy your customers instead of responding passively. My wife and I are completely disappointed and convinced to collect all evidence to sue your company since all the evidence supports our rights as a customer. We are really regretted to spend time to remind your duties instead of enjoying our purchases!

M. Panjtandoust
[protected]