The Brick
Reviews and Complaints

My wife and I bought two bed frames, dresser and nightstand. They are poor quality and don't function properly. The dresser drawers are loose and wobble and the bed also is not stable. We were not able to let the brick know within 2 days of delivery (a requirement) because We had them delivered to our house and then had to take them to our vacation property where th brick doesn't deliver so was outside is the 2 day window. They will do nothing for us - nothing - no store credit not even a discounted credit. We only opened two of the four items. The others are still brand new in the box. Beware thy even if you do buy something that may not look great or is poor quality they do not take it back - there is no customer satisfaction and the shopping experience is not good as advertised. We are stuck with $1800 of furniture. I pointed out to them that I was not able to view the product at the store as it said online only and was told "it's on you" because we took a chance buying it without being able to see. Why would hey care when they have no accountability? Ive been a very good customer at the brick over the years but I see that means nothing. My wife has asked to speak to someone at head office but they only have an online request and refer the store to call you and have never received a call back as requested from the manager or the clerk I spoke to at the store despite repeated attempts. There seems to be no way to reach head office. They can take your money and sell you junk and not have to worry because it's on you. Think carefully before you purchase anything at The Brick.

I always avoid writing reviews about organizations but sadly this is the second I will be writing about the brick in less than a year. It is not only sad but a huge regrets buying from this company. Unfortunately for me, I decided to buy all the appliances and furniture from them. I have had issues with over 90% of what I bought from them and they had come to replace or repair virtually everything.

My recent one was with the refrigerator and even though there is a warranty with Samsung and I equally paid for an extended warranty, it has been a battle for over a month. We have had to call Samsung and the brick severally. When the decision was made, Samsung told us the brick will call to arrange a replacement. We waited for over a week and later called the brick, only for them to tell us everything had been prepared and they were waiting for us to call them. Imagine that we have had our food spoilt because the refrigerator was not working for close to a month and the floor damaged. We needed to resolve this so we made no fuss about this. Then another shock was that we have to pay for delivery. Wow! No one really actually cares for what we are passing through. Off course, after long story, we had to pay and the delivery guys came today and then another bombshell.

They requested we have to look for the refrigerator water valve to turn it off because they instructed them not to touch anything. We never did when the initial delivery/installation was done. It took me a while to figure that out. Then they insisted we have to handle the removal of the water lines/uninstallation of the damaged fridge and install the new one they brought. I never did this before now, especially when they brought the first one. The delivery guys were so cold, insensitive and inconsiderate - they care less. But then when you called the customer service of a company and they kept dropping calls on you, you wonder if such organization understand or teach anything call customer service to their staff. The delivery guys walked out on us, we still have the problem, the brick is not facing what we are facing and so they care more about their next "victim".

Worst in service I have ever encountered in my entire life!

We purchased a couch with matching love seat from the Cindy Crawford home line and the couch is falling apart, the leather material is coming apart and creating holes. The couch is only 2 years old so this should not be happening. We are extremely upset because this furniture was not cheap, we expected to get good quality for the price we paid. What do we do?

Purchased a front load washer and dryer for 1100 plus tax. Sales associate confirmed the price and we paid and set delivery for today. The delivery drivers brought the washer and dryer into our house and opened the boxes even though we requested that they stay in the boxes. Once opened I informed the deliver drivers that it was the wrong washer and dryer. Customer service refused to give us a refund or honour the price of the correct washer and dryer. We were told we couldn't get a refund because the boxes were opened. We were then told the wrong price was on the correct washer and dryer and we would have to pay 400$ more for the correct ones which we had no choice but to do that since we couldn't get a refund.

Hi there my name is Courtney Cook and I purchased a $3000.00 sectional couch from you guys last September. Unfortunatly in October the following month after purchasing I noticed a tear in one of my cousions. So I called for you guys to come out and take a look to further fix my couch as it is covered under warranty. I spoke to a tech who came out and took a look then told me that he was going to get the material for it and he would be sent back. When the tech left I had changed my phone number so I called and made the nessisary changes with the store for my profile so when the material came I could be contacted. I waited 3 months then called back asking why I have not received a call or visit regarding this matter. They told be my phone number on file was not correct. I then let them know I was in 3 months ago to change my number on file so this exact problem would not happen. There was nothing they could do they said so I gave them the number again and they again told me they would call me when they could send the tech out to fix my couch. Again I waited another 2 months for the call and did not receive it. So I called back again asked what was wrong and why this is taking so long they told me again my file was not updated so I had to give them my phone number again for the 3rd time. No body called me again so in a months time I called back spoke to crystal devine who asked me to email her pictures on the tear so that she could have the tech take another look and get out to fix it. No body called me back or came. So I called back for the 4th time on the 17th of June and was told by a CSR that theres nothing they can do until a tech calls me which is not happening at all. I asked to speak to their supervisor twice and both times they told me there was not one in the store at that time. I am so furious with this. I have had the couch for almost a whole year now and I haven't been contacted back from your company in that whole time to have my couch fixed. I paid so much extra money so that i would get the warrenty but whats the point when no one answers me or fixes my problems. I am so upset with the lack of customer service a place like this has for such a huge corporation you would expect way more.

Ordered this sectional a month ago understanding the order would take til June 24 the to come in, yesterday I called and manager told me it is now back order til mid August..
Today I spoke to the operational manger of the Sarnia Ontario store. He could not provide me with a new delivery date and was very skeptical whether I would receive my purchase this season.
I'm looking for a yes or no answere and whether I need to shop else where.
Unfortunately this product is exactly what we wanted and fitment was perfect. At this point I am disappointed in the customer service And would hope someone can resolve our issue.
Thanks

My order number is 0616953MOUJ.
I was expecting delivery on Saturday June 22, 2019. I have ordered for a mattress set, dining set and sofa.
They successfully delivered and installed mattress set.
Sofa they took it back as they were saying delivery people were not able to make it.
Dining set the table base (hardware) was missing and they left the product in my house uninstalled.
I contacted Brick Mississauga Heartland store where I shopped. Salesperson Vikas K and his manager didn't give me an answer over the phone and hang up the phone in very unprofessional way. So I went to the store meet personally both salesperson Vikas K and his manager but both of them saying me that it was not their responsibility to take care of the unsuccessful delivery. They were avoiding me and I was waited there for long time to get an answer but they ignored me and I feel very insulted.
Their discriminating behaviour on me forced me to take a hard decision to cancel my order for sofa and dining set.
And I wanted brick to pick up dining set from my house as early as possible. I greatly appreciate if you can make arrangements for pick up the dining set back and cancel my order.
Thanks kindly,
Vinu DEvasia
Ph: [protected]

I purchased in 2016 a complete diva bedset and purchased the extended 5 yr warranty. I was told upon purchase that if I get any stains on the finish that I would get a replacement. I tried making a claim last weekend, and just received an email saying they cannot help me. So I was lied to kn purchase and now they wont do what they promised. See attached photos.
Please help me get my replacement or refund.

I been in the kaneston bulevard, Winnipeg canada store on June 4th, 2019 I selected sofa of beige color (skin color)INVOICE Number is 060497FCROY. Sofa was delivered in my place on June, 14th. I had my doctor's appointment on that day and sofa was delivered in my absence. My husband was at home. He was not knowing about the color actually ordered by me and the Sofa delivered was wrong color. its is Grey color not the same which I selected. I made complaint in the store.
Still waiting to replace the sofa in my house of Grey Color with, Beige color (skin color) Please take up the matter with the store

Thanks
Davinder Bahl
Email: [protected]@yahoo.com

Last may 14 2019 we made a purchase of bedroom package but the bed frame and dresser is not available until 2nd week of june. We were ok with that, then last friday june 14 they confirmed with my wife that our item will be delivered today. But my wife call earliear to followup the delivery time and they said that it was a mistake and it will be deliver this coming saturday. I feel disappointed with the service because we make changes in our job schedule to free this day but this is what happen.

Bought a Power recliner sofa April 13th. Delivered on April 16th. Electric motor stopped working on May 1st. Applied for warranty, had a visit from a tech on May 15th. They couldn't fix it and had to order spare parts. Called in today and they informed me that the spare part will arrive in July 8th. Best case scenario, if they visit on the same day (which I Highly doubt), then I would've had a malfunctioning sofa for 8+ weeks. Considering that this part malfunctioned in 2 weeks of use, it will definitely go bad again. I want my money back, under the Consumer
Protection Act of Alberta, as I've found that The Brick used an
unfair practice, stating that the warranty wouldn't take this long while we were only shopping for this sofa.

First and last time ordering from the brick it was the west edmonton mall location Ordered A queen mattress set May 18th 2019 Got it decently fast 3 days later May 21st 2019 then starting bubbling May 25th 2019 So had to get a new one and pay an extra $180 had to wait over a week for it got it june 2nd 2019 just for that queen mattress set to bubble a week and a half later June 12th called them again can't help me now becuase of a little stain that i didnt see so now wont accept it back all because didnt tell me about the warrinty or gave it in a email about it also that didnt say it was deep pocketed so the mattress protecter that had thr first time that fit doesnt the second one It ripped couldnt get a new one when spent over 1000 on the bed and over 100 for bedding and mattress protector in a 3 week span.. I'm so annoyed now out so much money with no help From them i tried to protect it the best i could till get paid the 21st I'm so annoyed dont know what i can do now..

So this manager at brick Kitchener 4283 king st e, behaved so rudely and inappropriately that I'm no longer brick's customer and I'll make sure none of my relatives and friends and even acquaintance ever shop at brick. I was there to return the RCA TV. And instead of returning and helping out the situation he yelled at me and said he'll wait for my action. It's so not appropriate and what type of customer service is this.
I'm highly disappointed. Rick (manager) is saying something else and the sales assistant Barbara is saying something else. She told me that I have $621 as credit that I can utilize towards other tv purchase. And after wasting my one and half hour when I went back for exchange and pay extra expense the manager cancelled the deal. My parents were with me and they are first time visitors in Canada for India. How bad was the impression. It's totally racism and I'll contact human rights.
I want immediate action against manager and that sales assistant. My lawyer will be in touch.

Jasmeen Kaur
[protected]@gmail.com
[protected]

Hello there, we purchased a Marty Brown Sofa set with extended warranty from the Brick in Surrey on 6935 King George Blvd. Within a few months it started to come apart. We brought this up with the sales person at the store. He stated to wait it out and make use of the furniture for now. As the extended warranty will kick in, then they'll make a claim against that.
We went in again now to make a claim and have the sofa fixed or repaired. A person showed up, and had a look however, we're being told it won't be fixed. We're completely under extended warranty.
In addition, the sales person Harinder Dhillon then started threatening us by saying that the Brick has a lot of lawyers. We're old and on pension. We just want our sofas fixed as per warranty. We're attaching pictures including of the sales order and sofa.

Thanks,

Parm
[protected]

Hello,

I am writing regarding our recent experience at the Brick. We went to the brick at 1352 Dufferin st. Toronto on May 25th to purchase new living room couches for our new home. we were not greeted professionally and had to request assistance several times.
after searching the store and finally finding the couches we wanted we were discussing a price when the front staff decided to turn off the lights in the store as it was nearing closing time. we felt very rushed and di not want to rush the purchase without discussing warranty and delivery. so we decided we would come back the following day.
i am 6 months pregnant and asked the staff to turn the lights back on which thy refused to do. when we approached the main exit doors where we entered they were locked and gated. we were told we had to walk around the entire store to get back outside.
i again requested lights to be turned on and seemed like everyone dissipated in the store and had no care for there customers .
putting a pregnant women in danger to walk through an entire store in the dark.
i have pictures as proof with ll the lights on and you can watch the video surveillance that day of this discourteous service we received.
i am so unhappy with this service at this location.
the following weekend we went to another brick location in Vaughan where we were very well greeted by staff and purchased the same couches and coffee table we wanted.
I would like the staff at the Toronto location know that this is very inappropriate and i hope it will not occur for any other customers. i will also write a review on the forums site and notify the ombudsman.
If you require photos or more information feel free to contact me at [protected]

Thank you
Marlayna nad Kevin Cabral

I bought the piper twin storage bed on may 15, 2019. After so many times asking they finally shipped it on jun 7, with still one piece missing that supposed to be shipped in a couple of weeks. (i'm not sure if it will be happening soon)
I bought this single bed as solid maple wood at $999 + $100 delivery+tax = $1, 230 which is not cheap, but the quality is extremely cheap and crappy, with a finger tough on the wood it gets scratched easily. I just opened the boxes for removing the card boards it got a lot of scratches at first.
I was told that it needs a bit of assembly, but when I opened the boxes, there was no instructions for assembly, and amazingly there was no tool included either. I previously, bought some furniture from jysk with a very low price, delivery right away, and way better quality than the brick which I have such a regret now.
I've searched on you-tube and every where to get some help for assembly, there was nothing. The only thing on their website is a few pages of sh* that has no direction for it.
I have to go to the store again to look at the display model may be I could get some idea how to fix this cheap bed, and also I have to buy a couple of tools either, that is a waste of my time and money.
I call this purchase a total waste and rip off.

June 7 2019 an exchange was made at my residence for a new fridge replacing a defective fridge. When the delivery men removed the damaged fridge and replaced with a new one, they severely scratched and gouged my vinyl flooring. It was raining and they dragged in mud on their shoes so I initially did not see the scratch and signed off for no damage. When I mopped the floor to clean up, I noticed the huge damage to my flooring. It is fairly new and my mother was present and lives with me and can confirm it was not there before. When I contacted the brick from where the fridge was from, they said they contacted the delivery men and the delivery men said that the original fridge (damaged one) was removed already by me. This is not true and they were 100% involved with the removal and installation of the fridges. The young man who
Took the fridge out did it by himself and my mother asked if it was on wheels because she was concerned about the floor getting scratched. He removed the fridge by himself when the two other delivery men brought the new fridge in.
I am absolutely disgusted at the customer service and lack of care with what happened. They are denying it fully and not responding further to my complain. I paid a lot of money for that flooring and I work hard for my money. I have pictures and screen shots of their reply where they down right LIED and said the original fridge was already removed by us. They took it out and took it back to the truck. We did not lay a finger on anything during the delivery.
Please contact me ASAP before I take this further to the better business bureau and Canadian consumer protective services. This is unsatisfactory and careless, and disgusting with the lies they told to try and cover the situation. Attached are photos of the scratch and the tape outlines the length of the scratch. It is the main walkway through and there is absolutely no disguising it. Your help is appreciated.