The Brick
Reviews and Complaints

It is with great disappointment that I am writing to you today. On May 5, 2023, I purchased a 2PC Sectional. The sectional was delivered 3 weeks later. Upon arrival and assembly, the delivery men realized the wrong legs came along with my sectional. I was informed that I would receive the legs at a later date.

I called The Brick one week later and was given a date for a week later for the legs to arrive. A week later came, and I called The Brick again. Again I was given a date that the legs would arrive. And it didn't come. Again, I called and I was told it is unknown when the legs would come because it is being shipped from a 3rd party. They gave me an approximate date. I expressed my grievances as I did not purchase my sectional from a 3rd party. I waited again for that approximate date and still, the legs did not arrive.

I then decided to go to The Brick where I purchased my sectional, and I spoke to a customer service rep who let me know the manager was not available. I then gave her my name and phone number for her to pass on to the manager. I received a call from the manager 2 days later and he gave me his email address as advised me to take 3 pictures.

1. A picture of the bottom of the sectional

2. A picture of the sticker at the bottom of the sectional ( There was No Sticker)

3. A picture of the front of the sectional.

I sent the pictures via the email given and didn't hear anything back. I then went back to The Brick and the manager asked if I sent the pictures and I said "yes ", he then said he is going to send them to the "3rd" party and get back to me the following week. It has been two weeks and I still haven't heard anything.

At this point the customer service is very unprofessional. I am truly disappointed as my sectional has been on the floor for over 2 months ruining the integrity of my sectional. I expect a certain level of professionalism dealing with a company as big as The Brick. Your company has failed my expectations.

Purchased TV in May 2019, got 4years extended warranty for $199.99. Sales agent who assist me on the time I purchased tv and extended warranty told me that I can use the $199.99 in any The Brick after 4years if I haven't used the extended warranty. I went back to The Brick in May 2023 to purchased a tv using the $199.99 from my extended warranty and now they are telling me that I can only use the $199.99 on furnitures or mattresses, which was not mentioned to me when they offer me the extended warranty. And the Brick management are telling that I only have 3 months to use the $199.99 or else it will expired. they are insisting me to used it for furniture or mattress that I don't really need. And beside you have to purchase an item not lower $400 so the $199.99 can be applied to it. After I waited for 4years and the Brick used my money and they got an interest from it now they don't care about me anymore. Never ever get an extended warranty from the Brick it's a scam.

RE: Complaint regarding the delivery of my fridge by The Brick on June 27th, 2023.

To Whom it may Concern,

On the 27th, 2023 I received a call that the delivery of my fridge was going to be 5 mins late. This was something that I was able to accommodate with no issues. When the delivery drivers arrived, they called me and asked me to meet them outside in the parking lot of my building as they did not know where my unit was. Once I got to the parking lot three delivery truck drivers were unloading the fridge from the truck. After taking the fridge off the truck the delivery drivers began to take all the protective packaging off the fridge in the parking lot including the Styrofoam, and plastic that was protecting the fridge. The three delivery drivers then rolled the fridge to my unit and into my unit with no protective packaging to the fridge. As soon as the fridge was set up one of the three male delivery drivers stood between me and the fridge in a small kitchen and asked me to sign a paper stating that the fridge was delivered and that there were no damages to the fridge. This was intimidating as I am a single woman with three older males in my apartment especially when the male is standing in from of the fridge not allowing me to check for damages. When the delivery drivers left my home, I notice that there was a rip in the limonite on the floor in my kitchen where my fridge is placed. This rip on my floor was not there before the delivery of the fridge. I was not able to see the rip as the driver was standing in front of the rip.

I have reached out to Brick to make a complaint within 24 hours of the delivery and request for them to fix my floor. The Brick staff indicated that they are not responsible for the damages as I signed this paper indicating that there were no damages. I asked for them to reconsider as I was initiated during the home visit by the delivery driver who was standing between me and the fridge and the delivery drivers did not transport the fridge with the protective packing on, which is needed. I have not heard back from the Brick.

I am a single parent who qualified for the BC Hydro energy-saving program. I feel taken advantage of by The Brick (a multi-millionaire company) as a single woman and would like to request support to have my floor replaced or fixed. If you are not able to assist, please provide me with the information on how to escalate this complaint.

Warmly,

Brodie Pountney

[protected]

I'm five foot tall and I bought a mattress from the brick and the only thing that's wrong with it is the springs keep on popping when you sit down on it?

But noooo, they want me to pick up my mattress and take a tom of pictures if my Mattress like it's a [censored]ing model?

I'm five feet tall and they want me to pick up a goddamn mattress that's a queen size too SHOW THESE [censored] that my brand new springs are shot.

What a bunch of serious [censored] that they could be?

Chair was bought online at The Brick in Lasalle, Quebec and picked up yesterday July 5/23. As soon as we brought it home, it was too short and it didn’t look good since our other dining chairs were much higher. So no use unwrapping the chair.

Today, July 6/23 : we brought the chair back in it’s original packaging for a refund to my credit card and I was told that they won’t give me the credit. I complained saying that online items only can be seen correctly when we physically see the item. After complaining, another customer service person said, seeing the chair was in it’s original packaging, ok I will give you only a store credit ….good for 2 yrs.

Chair was Santa Fe Rusticos Solid Pine Dining Chair at $179.00 plus taxes equal total of $205.81. Paid online with my master card.

Order Details:

Santa Fe Rusticos Solid Pine Dining Chair

$179.00

SKU VSN (Vendor Model Number)

SIL-20

SIL-20NA

$179.00

$ 8.95 tax GST/HST

$ 17.86 tax PST/QST

——————

Total : $205.81

Payment InformationAmount:

$205.81

Method

*Mastercard

Date and Time

TUE 27-JUN-2023

***Pickup email sent dated July 5/23 ***

Good morning, My parents and I both went to place orders for our appliances. We were promised by the Vendor that we would receive our items within 2 weeks. We followed up a few times to see what would be the delivery date. They told us, sorry the manufacturer is delayed with order and you will receive only end of August. My parents oven at home is not working and my washer stopped working, hence why we needed our order quickly. We were desperate so they told us to choose something different so we can get our order quicker. Both my parents and myself had to pay additional fees of $300 to get our appliances. I finally got mine but my parents are still waiting for their Wall Oven even after paying the additional cost to speed things up. We keep getting the run around, "manufacturer is delayed" we will let you know when we get it.

I think the system is horrible and I question if this is their tactic to have consumers pay more. Please help!

Sincerely,

Mena Silletta [protected]@hotmail.com Tel [protected]

Purchased a sectional (close to $5000), our sales rep in store confidently sold us the additional $500 warranty stating this was a full coverage warranty for stains, rips, tears, scratches etc. we submitted a claim to utilize our warranty to replace a tear/rip in our sofa in which was denied. When requesting a refund for the warranty value as we are not able to utilize this additional feature - associates/managers at the store have denied this request and stated we have utilized our warranty by inquiring to utilize our warranty that being said we are not entitled to receiving a refund. When inquired about purchasing outright 3 times (due to our couch needing to be fixed) our request was and has been ignored.

Went to Brick at West Edmonton mall paid cash spent about 7000.00 all together. Salesman said he had my couch in pewter but only 1 piece than he said he did have it so I though all good. But.. they delivered wrong piece wrong color so they tried a second time delivered wrong color again. Finally supervisor called me said she would take care of it.. I called next week she said 2 days.

It's been over 2 weeks and nothing.

Still have only half my couch haven't heard a word from manager.

I bought a sectional on February 2022 in The Brick store Burlington Ontario paid $5000. I am not happy at all as I asked before buying the sectional and wanted a specific material that want be pilling. The worker lady that helped me told me this is the one also we will put protection on it. After 6 months I notice on the right side the spring poped and dented one side and it started pilling all over. Went couple times to the store and was told to call a number and they will send someone to look at it. Still waiting and sended an email but nothing.

My elderly (86 years old) parents purchased 2 adjustable beds from the St. Catharines location of the Brick on Fourth Ave several weeks ago and were told that the beds, mattresses and free linens would be delivered the following Saturday. That delivery was cancelled because "certain items were not available in the warehouse". The delivery was rescheduled for today Saturday June 17th and confirmed on Friday June 16th via email for a delivery window of 10:40am-1:40pm. Their existing beds were sold and removed from the home early Saturday morning June 17th. A call was received from "Aiden" a younger female employee Just before 10am Saturday morning June 17th, who stated that because of a breakdown the delivery would not be made and that it would have to be rescheduled for the following week. I told her that was not an option as my parents were elderly, their existing beds had already been removed to make room for the new ones as per the Brick's instructions and that they had nowhere to sleep. Aiden's response was blunt, unapologetic and lacked any sort of sensitivity to the situation. I then called "Henry" the salesman who had sold the new bed sets to my parents. He said that he would see what he could do. After several calls he advised that the best he could do would be a delivery on Tuesday June 20th and then defended the poor customer service offered by his colleague Aiden.- Now I am left scrambling to try and find accommodation for two 86 year old seniors one of whom is in very poor health and who needs regular PSW care for the next 3 nights. I am a logistics manager and I know from experience that if they had seriously wanted to resolve this situation they could have. They admitted that they have 3 delivery vehicles and that the 2 that were not "broken" would return to the warehouse by 7pm at the latest today. Therefore why not offer a little overtime to those delivery crews and have them take out one more delivery, given the desperate circumstance that this has left 2 very vulnerable customers in? Unacceptable!

I ordered fridge from brick and got it delivered to my home. Delivery man came opened the boxed and left . We realized that fridge was no fit and we want to exchange this. We went to store and talk to them manager was not there and staff told us that as box has been opened so they can’t exchange that . They advice us to return back after 2 days to meet manager. We went there today manager didn’t bother to meet us and kept us waiting for 2 hours and told the staff that they don’t want to exchange that as box has been removed. Manager didn’t even bother to meet us.I bought the fridge paid the brick for the delivery their delivery guy came and opened the box. At time of selling no one told us that if box will be opened we can’t exchange/ return that. They claim to be 100% satisfactory services. When actually there managers and staff are too rude to answer your questions and treat you like garbage. I issued the complain talk to the tons of customer support people and all of them said it’s only manager decision that matters. My ticket number is 247548

I had 6 dining chairs delivered on June 7th by The Brick (3025 Ridgeway Drive, Mississauga, ON, L5l 5P8). The order number was 06013H3XACU.

The delivery people dumped 3 sealed cardboard boxes containing two chairs each and left. When I opened the box it contained parts of the chair like the seat, the back, the legs along with the screws to assemble it.

When I bought the chair I was not informed that the chairs would be delivered not assembled otherwise I would not have bought the chairs.

I paid a handyman $90 to come to my house to assemble the chairs.

This morning I called The Brick to speak to the store manager but she chose not to take my call and I was asked to leave a message which I did.

I want The Brick to reimburse me for the $90 which I spent to get the chairs assembled. If I could assemble the chairs myself I would have placed my order with Amazon and not The Brick.

Sunil Bhushan

[protected]

I purchased a portable AC yesterday (6-June) at the Brick in Marche Central Montreal. We called first to check if the item we saw online is available and the salesperson named Abdullah Haffar assists us in the store, offered a different and more expensive item without physically seeing the item. We were advised to wait in the parking to get the item and we're surprised that it's big and worried it might not fit in the car. We thought, maybe it's just the box with all the styrofoam. We need to open the box when we got home and realized its not going to fit in my room, so we decided to bring it back in the store the very next day (purchased less than 24hrs) but when we spoke with the supervisor named Djeemetry, he refused to take the item back because he said the box has been opened already. Without considering what happened with the sale, and that the item is too big he didn't gave any other options, just a straight rejection to get a different item that we can actually use or even process a refund. I am so disappointed for wasting my money and not even satisfied with the item as well with the customer service of that store.