The Brick
Reviews and Complaints

I called the brick In Terrace around April, 7/19 The lady that answered kept talking to someone else & i told her that i was needing to purchase a washed & dryer set and need everything included with it as i can also pay delivery and set up fee. i told her i read the flyer i do & she said was a different price alright i still want it. we arrange a delivery & the day comes and i call & i wasn't our in for it, so i tell them this is my only day off will i be getting the set. i get the washer & dryer. Jeff gives me paper to sing & tells me i need hoses & i told him that i asked for everything to be included. i call the store & she says since i had a washer she assumed i was using old hoses. i told her that i explained the hoses were rusted & if i was buying a new washer why i decide a whole new set. She just tells me it's about $30 no apology or anything. My dryer a few days later my boyfriend is in town & says there is no bent and he has to buy one. awe but one and clothes still aren't drying. i call store leave voice mail. No call back i phone back the next day the same thing. so day 5 of calling mt answers & passes me to girl who dealt with me then passes me to a guy. i explain it to him & he says its manufactures job to deal with dryer not the brick. i told him that the dryer takes 9 hrs to dry one small load. Nothing has been moved since jeff and coworker hammered them out of vices & my clothes aren't drying. i paid extra 2 year warranty cause girl said yes they will fix any progblems that i may have if any occur. So after i talk to the guy he said he will call me back. Still no call back and still taking 9 hours to dry a load of laundry. i have been able to do 6 loads of laundry in the month because it's just my 2 girls here and i our dryer in before work then my daughter runs it 2 more times before she goes to school then i do again a couple more times after work then she does. my gas bill is going to be quite high because of this i want the problem fixed. i feel as if i was lied to by the staff here as no one has come to look at it and no call backs as promised.

I bought a sofa, dining table, 2 dining chairs, 2 stools, 1 coffee set, headboard and base for the bed. I was happy with my purchase and i decided to get my mattress from brick as well. I had a deposit in sleep country which i cancelled to buy from brick and that was my worst decision. I visited the kamloops store and wanted a plush mattress. The guy sold a firm mattress. When i complained in few days he said to give it a month. Now after a month i am still not comfortable. So I went to the Grandview highway store. The first thing they told me that they cannot exchange and i have to go to kamloops. We shopped from brick and returns and exchanges can be done at any brick store that's the policy but they were more concerns about a return to their store. This is the attitude of your sales people. I went there to exchange and now i don't even trust brick to get another mattress because if there is any mistake in this one then i am screwed. I can't exchange or do anything. I worked in retail so i understand return policy. But why should i suffer because of your salesmen's lack of training and knowledge. This was not my mistake and i should not and do not have to suffer for it. I want my full money back. I hope that at least now i can get a quick resolution.

My phone no. [protected]. Sales order no. 052293ATHKK, I bought mattress and box from the brick on 22 may 2019.sales person told me, you can pick coming Tuesday. I ask him twice . I call again and again they saying next week . Now saying second week of june . Why they lie to me, i would buy from somewhere else. I waste my 2 working days . I rent truck to move everything together, because i move to new place . They ruin everything thing . And stuff is so rude . Specially senior supervisor (michille). They didn't even let me talk to manager today. Because

I have attached a letter in the pic explaining all that has been going on with my claim. Not sure what the issue is as getting it resolved has not happened. We purchased the extra replacement insurance. I have been trying to resolve this for over 5 months now. The claim is under [protected] Al and Lorna Breckman. We had a guy out twice to look at furniture and the last time he said he would suggest them replacing with something different same value. I want this resolved, I want my furniture either replaced with something of the same value or the same couch and chair, although the guy did say it is a design flaw and would possible to the same again. I want it done within the next couple of weeks as I have already waiting I think long enough. Al [protected]) or Lorna [protected]) . The number the claim is under does not exist anymore (204-[protected]) so do not call it.

Hello,

I bought it a year ago sectional, it was immediately apparent that he was defective .
Very quickly, he began to creak and warped.
Repairs were carried out three times, but after a week, everything repeated squeaks and cushions deformed . As a result, they gave me a credit of $ 260, for which I cannot buy a new sofa. What should I do ?

invoice 0507854 LWEA
Olena Arlov [protected]

I had a bed delivered. They damaged my walls. I was told someone would contact me. Waited a week and no one contacted Me. So I called. Spoke to someone and she said someone would contact me. I asked that they email me and not call me as I would be out of the country. It has been a week and no one has contacted me. Not finding the service very good if I have to follow up on destruction of my property. You think someone would care about this!

I have purchased a bed in 2018 and having issue with my bed as its under warranty.When i logged a complaint with them somebody showed up and its more than 4 months no action has been taken.

I have also received a call from brick office to provide me a rails but unfortunately my purpose will not be solved .
My bed is broken and when brick technician visited he checked and agreed with us that he need to make new holes, rails and legs.
We can't do such kind of repairs and your technician confirmed that he will fix once rails and legs are in stock.

After sending so many emails to Shayne of kitchener office now nobody is replying whats going on?
Its seems like i am cheated by brick people on boxing day sale.

Can you give me tentative date for the fixation from the tech. Otherwise please send somebody to take back the bed and refund us the whole bed money.

Thanks,

Harpreet

[protected]
[protected]

I purchased a queen bedroom set 6 months ago, 2 months later I bought a Queen mattress with box spring. There is an over 8 inches gap between the headboard and the mattress and box spring. I called the bricks and made them aware, 4 months later my child was stuck in the gap, I called again and a manager at the brick required an email with photos which I did. 2 days later they called me to schedule an appointment with a technician which was for today.
Today, the tech came, took a look and submit his assessment "not a repairable defect". I called the store who tried to brush me off when I mentioned that it is a safety hazard, they escalate it to the manager. I was told that the manager will call me in an hour. I waited nobody called me, then I called which was picked up by the manager name Rohit. Super rude, no professionalism, no etiquette at all, with the attitude of "I don't care" he tried to brush me off. After listening to my concern, the first thing he said "no need to shout" when I was not. He said many things to make it my fault when nothing worked, he said "you did not notify us in 48 hours so we cannot do anything.
Few things here, 1) Store management need to be given some training to be human at least. 2) Instead of alleging customer, the manager should at least look at the issue, 3) The manager even had not read the assessment of technician and kept debating, waisted his and customer's time. TheBrick should own the product instead of saying "we can't do anything".
It is a safety risk, brick should recall the product and compensate the customers.

I purchased a mattress set in Sudbuy, once we got it home an unpackaged we discovered that the box spring is of poor quality and would like to return it for the extra $95.00 we paid for it. I was told that they will not take it back, this is new never used, I wanted to return it 2 hours after picking it up. Its not like you get to see the box sping at the store before before ordering a set. I still would like to return the box spring for a refund of what I paid for it.
Gordon Smith
[protected]
[protected]@hotmail.com

This was my install of my washing and dryer that the Brick did not homer - please read from bottom to top.

See attached photos

I finally just received a call back from Sbybd after I send this email about how I am being treated as a customer of the Brick @1943. The call lasted until 1953 - 10mins exactly.

The whole entire conversation was based around how he said he called me and left me numerous of messages. This is untrue as I have no voicemail whatsoever from this gentleman and I was home all day as I had to take the day off work for my delivery to come.

He continued to tell me he called and when I told that was not the case and I extremely unhappy with the service that I was getting from the brick.

He wanted me to send more photos which I did and that still wasn't good enough for him. I don't know what else I could've done as a customer, but be very frustrated.

He not only did not offer any solutions to this problem he actually blamed me. I don't know if this is how you treat all your customers, but if so I am a palled at the way this gentleman was speaking to me.

I will be escalating this complaint to the management of the brick, head office, Facebook, Instagram, and and letting everyone know how the Brick has treated me

One unhappy customer

Elizabeth Croft

Sent from my iPhone

On May 14, 2019, at 7:11 PM, Bell wrote:

So, is this how you treat customers. I make a $3, 000.00 purchase and you do not honour your commitment as per the Bricks policy.

No one has gotten back to me and my appliances are sitting in the middle my laundry room. I was told that Sbybd would be getting back to me when I called today May 14, 2019 @ 1400hrs approx

I am a palled at the way I'm being treated by the brick and will continue to let social media know that this is happening.

I will also escalate this to head office

One unhappy customer

Elizabeth Croft
[protected]
[protected]@bell.net

Sent from my iPhone

On May 14, 2019, at 2:11 PM, Bell wrote:

Sent from my iPhone

Got 2 swivel chair one broke after 5 months. Repair person comes and can't fix it,
I'm being adviced not to use it or we could get hurt. No problem they will replace the seat. Waited for many arrivals dates for the new seat. Waited 4 months till they realized
Seat won't be available. Ok I take the chair I could not use for 4 months to the garbage, after all it's useless to me.
Brick gives in store credit $ 1229.00 for replacement chairs. Don't like what the have.
Waiting for better selection. Time running out for replacement. Go to Brick, pick one chair, got papers done, was told to return broken chair when picking up new one.
Ops, don't have broken useless chair anymore. Well, we only can give you $250.00 towards new in store purchase.
Not really great for me. I'm stock with one chair and one in store credit of 250.
I will tell you I won't spend another dime in that store, especially when all this is not my fault.
It took 4 months to find out that a replacement is not available ?
I would have to pick some chair who does not match all my other stuff !
I have to buy more stuff at the brick with more $ OF MINE TO SPEND.
STILL NOT MY FAULT.
Not happy at all !
I rather have brick send my 250. To the food bank, then give them one cent more of my money !
I have to say sales men are very nice, not so much manager women, no help at all,
Brain stuck on bricks policies...
Claim # 3657595 Sept.10 2018
Store huntclub Ottawa

Bought TV stand on Feb 8, 2019 in Toronto. Document # 0208954JYBZ. Upon unwarpping the product found that 2 out of the 3 drawers were broken. I have sent emails, phone calls, gone to the store to no avail. All my efforts have been completely ignored. The Brick even sent someone over to inspect and send in a report, never heard a word from that. I have been very patient, but at this point I want The Brick to come and pick up their merchandize and give me a full refund.
I'm sorry but I can't attach emails or photos.
I have sent emails and photos to: nyc@thebrick.com

I am looking forward to a quick resolution,
Thank you
Rose

We purchased a sectional couch on March 28 and as of today, the full couch is not even in their warehouse. Yesterday (May 9th) This is the manager Lena..at the Brick in Mississauga (dixie and dundas location), qas the rudest, most insensitive, inconsiderate, dismissive manager i have ever tried to deal with. We are a family of 5 that have been waiting for 60 days for a couch that we STILL haven't recieved...despite being told it would be approx. 25 days...dispite having to call a number of times...and speking the store manager Charlie, some senior sales rep Preeti, our sales reb Ben. After ezpressing my anger and disappointment, LENA thought is was appropriate to get up and walk away dif conversation, throw her business card at me, tell me to shut up(because i told her she has no busines being a manager. And her customer service skills are more fitting of a janitor! Which is true!), attempt to close her office door on me while im standing in the door way, laugh and call me unreasonable...and just blatantly not care!

Not one person in the store would wait over 60 for a couch! Yet shes telling me that im being unseasonable..and she even chuckles a bit when i said "...i want a couch!" How insensitive can you be? How much more customer service can you lack...and shes the manager?

The brick will NEVER EVER EVER get another penny from me! Horrible horrible experience.

They should of told us from the beining that we would have to wait over a month for a couch...but no! Take our money and blame the manufacturer...mean while the couch is still on the floor being sold, like its not on back order

In the end, we did get $200 refunded on a $2300.00 couch...and were still waiting!

Never again.

I bought a Sofa Set from them and Thanks to God i bought a warranty for additional price. The Sofa is a Junk... I could have bought better item from a Garage Sale. I claimed warranty which is quite a long process. There was no repair so under warranty I got a replacement as it was insured.. Obviously Brick has no liability. I had the same problem again and this time they don't have any replacement part so they are offering only store credit. To be true I don't want to buy another junk but I have no choice either I have to loose my money or take another junk. As they put a deadline than I have to go and pay additional fee and buy new one. The delivery is still pending. I Don't want another piece of junk from them. I want my money back.

We bought a new Whirlpool Dishwasher and after getting it install by a plumber, we were told that it was DOA...we called The Brick in Canmore and we will have to wait for at least to more week to get the same replacement. And plumber fees again at our cost. We did contact Whirlpool that sent a technician the following day to advise us that this dishwasher was defective before we installed it. Since the past 3 opening days and a weekend no news from Whirpool. They are telling us that they did not receive the tech report and they can do anything about it. Not even call the tech guy...Dont buy a dishwasher at The Brickb the service is nonexistent and nobody cares. Service level = -0

Sales associate confirmed delivery date multiple times with us for our new couch. It is now the day before our schedule delivery date, and we haven't heard a confirmation. So we phoned to find out what time-frame we should be expecting our delivery in order to plan our day accordingly. Instead, we find out our order in fact is not even in stock.

Seriously... come on. No one even bothered to contact us to let us know it has been delayed.

Hello Brick team,

I am a new customer to the esteemed store 'The Brick' and as any new customer would be I was extremely happy about my purchases at the store.

Also, to mention I'm a new immigrant to Canada and this happens to be my very first major purchase for my new livelihood here.

I came into the store with a clear mind to buy a King bed and mattress. However, on being told about the same to the sales representative that I'm going to move into a basement accommodation, he told that a King bed cannot move into the basement and no one buys a King bed for basement.

Though my need was a King bed, but on being convinced my sales representative, I changed my decision to a queen bed. And I purchased the bed and mattress.

Now, when it gets delivered I found that I could have easily bought a King as there is ample space for it in my accommodation.
The day the goods for delivered and installed, I could see that it's not going to work for me. Because, I find it too small that my need. And I requested the brick store to kindly assist me in finding a solution to it.
However, it was so difficult to first of all reach out to them on phone and then later when I could explain my displeasure and non satisfaction, they assured that they will get back to me with a solution. But, to my utter dismay no one called me back. I'm still not using it because I haven't yet moved in to the basement accommodation.

I really feel so much sad and disheartened that that's how you leave a person whose your new customer and more so a new immigrant who know so less about things around and rather than helping me out and I have absolutely no response.

I'm thankful that I didn't pick the rest of the stuff from brick store because in that case I would have regretted more and more.

Can anyone reach me out for assistance from the brick team or should I assume that this too doesn't affect anyone. Look forward to someone who can help me out.

Regards,
Parwinderjit Singh
[protected]