The Brick
Reviews and Complaints

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]

With absolutely nothing on the table, and for unknown reason, the table blew to pieces, throwing glass over 8 feet in all directions, I think that is a safety issue! We ate dinner at it everyday, just luck that it blew up all by itself 15 minutes before we would have sat down to dinner. I keep my dog's crate under it, not as big and doesn't touch the table, thinking it was a safe place when were not home for him, with stickers indicating on our windows in case of fire, where the dog is, thank god he was not in it, thank god he was not in the room, and actually outside when it blew... Total safety issue, don't sell tempered glass, discontinue its dangerous!

on April 27th we bought a portable dishwasher first time use on it's final rinse it decided to pour out water from the bottom leaving my kitchen and basement flooded, they kindly exchange it for another on April 29th and this time we watch it as we ran it for the first time and yet again it does the same thing, now there is no other model to exchange with and the way they are talking I am getting refused a refund as there getting a service person to fix it, I don't want a dishwasher that had to be serviced the first time of using it, I bought brand new to have one that lasted me a long time before this happened. all i want is my refund so I can go buy another model. I am on low income and $700 is a big loss for me.

Technician came n had a look 2 weeks back n he said someone from customer service will call with in 5 days n if I don't receive any call I should make a call myself. As I am not able to find any no. To call that's y sending this message. Wants to know what progress has been done in my case.
As I went to the customer service office available at the bricks at Maclaughlin. N told her that ever since I bought the stuff from bricks I am having issues. N clearly told her that if nothing is done soon I will escalate this matter n will bring all the stuff to the store myself.

I am supposed to get a cheque for a refund. Now after more than two weeks they said today that they have not yet sent the e-mail to the office for my refund cheque.
Yjis is regarding work. Now how can I put that money back from my pocket. I have been calling everyday. The sales perdon laughs at my plight. I am a source of entertainment. because I am calling about my refund since the 8th April.'19

Après 1 an et demi d'usage, notre sectionnel acheté chez Brick St-Bruno, Québec, avec garantie prolongée de 5 ans (pour laquelle nous avons payé près de 200$) est déjà très endommagé esthétiquement. La garantie de 5 ans couvre les dommages actuels. De plus selon l'Office de la Protection du Consommateur du Québec: "...tout bien vendu par un commerçant doit fournir un produit devant répondre aux attentes raisonnables du consommateur."

Brick St-Bruno refuse de nous échanger ou de réparer la totalité du sofa anormalement endommagé en moins de 2 ans. Pour chaque argument de notre part, une nouvelle raison apparaît pour refuser de respecter les garanties après achat.

2 techniciens sont venu examiner le sofa à la maison entre décembre 2018 et mars 2019. Les coutures du sofa sont détériorées même à des endroits inutilisés du sofa. Des petits trous d'usure sur le tissus sont apparus. Dans une discussion sur le traitement des tissus qu'ils nous ont vendu, j'ai posé une question par rapport à un seul accident survenu pour un pipi de chat (quelques gouttes que nous avons nettoyées tout de suite... et cet événement n'est pas l'objet de notre réclamation, le sofa étant traité et n'ayant aucun dommage suite à cet incident).

Un jour Brick refuse d'échanger le sofa sous prétexte de l'urine de chat ! (Il n'y a pas d'urine de chat et cet événement ne fait pas parti de notre réclamation. De plus, ce simple incident, s'il y en avait vraiment un est couvert par la garantie de 5 ans). Par la suite Brick refuse de réparer les coutures sous prétexte qu'il y a plus qu'une couture endommagée !

Peu importe les arguments soulevé par rapport à la loi sur la protection du consommateur et sur ceux liés à la garantie prolongée, Brick refuse de nous rembourser ou de nous échanger notre sofa.

The couch where the armrest is it's moving the cushions fabric is ripping and springs are sinking in the couch. This has been going on for a while repairs after repairs after repairs I'm getting tired of this it's like a Non-Stop situation I paid money for my furniture and I'm very pissed off about this and I'm really not satisfied on my product that I bought from The Brick. This situation needs to be fixed or replaced with a new one. Please call me at [protected]

I ordered a Mattress from a The Brick store (Order number: 041196PHRJC) on 11th April. I was provided a delivery date of 13th April for the same. Upon the next day the Store Manager called to inform that the order will be cancelled since they cannot deliver the mattress. I insisted that they should not have taken the order if they could not deliver. Since we moved in to a new place and my wife is into her 9th month of pregnancy, i told them they should honour their commitment as she cannot sleep on the floor. The Store Manager agreed but gave me a new delivery date of Wednesday, i.e. 17th April. My wife had to manage these excruciating painful days of wait on a makeshift sleeping arrangement. Finally on 17th morning someone from The Brick delivery called to inform that they will make a delivery between 2 pm to 5 pm. I took an early leave from office to be at home to take the delivery. But nobody turned up. I called the Delivery guy and the Store Manager many many times but nobody is even receiving my call.

It has really been a pathetic shopping experience and the amazing thing is there are no ways to escalate. I made a complaint on the official Brick website which has a resolution time of 2 business days but nobody bothers to come back. Just wondering what consumer rights do people like us have against such deficiency in service.

To Whom It May Concern

I have been trying to make a claim with my warranty on my couch that I purchased from your downtown Edmonton location for about a year.
- I am not happy with the technicians
- The management team is Rude and Passive Aggressive in trying to solve the matter I brought to them
- Every time I go in to the store the manager is never there, and I get the wrong work times for her. Which leads to me wasting my time every time I take off work to handle the situation
- I have been yelled at over the phone by a male supervisor instead of being reassured that even though it's been a year that they will work with me to handle the situation
- At this point during my search for a little satisfaction I have found that I am being racially profiled and some of your employees have made me feel uncomfortable with being in the store. I am an appalled and disgusted with the abhorrent actions, both direct and indirect that I have received from your company.
- This is my last attempt at trying to resolve this matter in a calm fashion, but if nothing comes out of this except for some of the same results, please be assured I will take this claim publicly. Because no matter who you are in this world I do not in now way shape or form deserve this treatment.

Badria Dhore,
Invoice #1210511JEPA

I ordered this bed in store in Calgary Alberta on April 3rd I was told pick up date would be April 15th I went to pick up my bed April 16th they told me they had all the product there when I went to pick it up and brought it home to set it up after just moving I found out I only had just a headboard no footboard or sides to my bed I found them and let them know that I wanted to go to the warehouse and pick up the rest of the box but they stated that it all comes in one piece I now have to wait until the first or second week of May to get my bed frame now but at least they're paying for the delivery after I took a day off work and run to the truck so I can get my bed home.

On Feb 11 I purchased a bedroom set at the Brick Edmonton Main the same was delivered the following week, On delivery there were damages to my property mainly dent in the wall the brick sent a painter who after 3 attempts to resolve the issue leave me with a two tone wall, but the major issue here was there were cracks in the wood in the dresser mirror and the chest of drawer, I informed warranty who sent out a service call to verify the damages the service guy recommended replacement as the products couldn't be fixed a deliver was arranged however the items that were sent out to replace the damaged products were also damaged and the mirror was missing from the delivery, the replacement dresser have uneven counter surface whenever I place a bottle on it toppled over I sent photo to the store and to date I haven't received my chest of drawer so currently I am paying for something I don't have I made numerous calls and email to the store to have the issue resolved bit each time I am been told someone will call me back, its now April 15 2019 and nothing have been resolved . I would like to have the completed bedroom set I ordered free of Damages or defects / my walls properly fixed or a refund so I can get a bedroom set elsewhere it has been a very frustrating experience I have always shop at the brick and never had an issue but after this experience I am not sure I will be making future purchases from the Brick

I bought the mattress from The brick store in Brampton. I was told that this is the best mattress and its firmness would stay same for long time and if I get any problem with it, it's very easy to replace or get any other mattress as it's covered under the warranty. The mattress was bought in 2017 and in year 2018 it's firmness was getting less but I was feeling ok with it. But this year my and husband are really suffering from back pains because of the mattress. I am having major health issues, I need a good rest but I cry everytime when I sleep on the mattress. It's very discomforting and most of the times I end up sleeping on the floor which is not easy for me but there is no option since we have only one bed at the moment. In a claim I mentioned everything but claim was rejected as follows:

1) The sagging on the mattress is less than the manufacture's required sagging of 1.5 inches, the sagging currently on your mattress is at 1 inch

The manufacture has stated that they are willing to have a new mattress claim reviewed, to evaluate the sagging on your mattress. The time frame for resubmission has to be within 3-6 months. Attached with this email is the manufacturer's warranty card, as well as a link leading to the claim report.

I can't believe the company only cares about the rules they have made but if the customer is really suffering because of the product, it doesn't matter to them. And the sagging thing should be when a person is lying on the bed then it goes more down but it doesn't work like this. I was not expecting this from such a big company.

In the email I even mentioned about my health issues and how the mattress is increasing my pain and to my surprise the claim got rejected and no reply for the discomfort I am having. I have ended up living at my parents house for sometime to recover from my health issue and back pain as I can't lie on that mattress at all. Since I can't even throw this $1, 000 mattress, I don't know what to do with it. And have to spend money buy new one for sake of my health. ALL THANKS TO BRICK COMPANY.

Whenever I hear the company's advertisement regarding mattresses they always say how the customers comfort comes first but this is not true at all.

I purchased an item prior to your account transfer. I did my payments in my local brick and you changed over to the visa brick card I was informed I was not able to do that no longer and it would have to be done online. So I started up an online payment through my bank and did payments. I noticed I no longer got bills in the mail but was not too worried about that as once I knew I was close to finishing it off I would just do in and make another purchase and maybe have some overpayment that would just to the next item we buy. I just recently had to renew my mortgage only to find I had a 720 unpaid brick card. Wow, new this was a mistake but also knew it would now hurt my credit score no matter what mistake happened. I spend a total of 3hrs on the phone and lastly at the store figuring out what happened.
At the end of the day with some great help from the manager at the store to find out that once I was no longer allowed to make payments in the store I used the brink card to set up online payments to an account that had noting owed great so no one at your organization had anything set up to join these accounts. This account had money going into for over 8 months while I would only assume you rob me for interest payments, hurt my credit score, embarrassment at the bank, waste 3 hrs of my time on my day off, I had plans to spend a lot of money slowly buying a lot of household items now can't really say I plan to shop with you ever again.
I do expect some sort of adjustment to the amount I paid as I am sure late payments, interest and me scoring a r9,
And lastly to now have to not be able to just transfer the money but have to wait up to 10 days to receive my credit from my account while I must pay the 720 due to me remortgaging my house - they want it paid immediate. I expect a reply with reimbursement. Brian Wallington 751 Gifford Streeet Oshawa Ontario L1H4W1 email: [protected]@hotmail.com

Purchased a sofa and a matching love seat from the brick milton, (they had a deal with a discount on the sofa if you buy the loveseat). Received an invoice with 2 separate items on it. Now the loveseat is on sale and based on their policy they have 30 days price match guarantee. They refuse to price match because the total for 2 items did not go down. No where on my invoice dose it say it is a bundle. No where on their website dose it say that i need too price match the bundle. I spent $9000 in total so i believe they should honor their promise or not make such claims. Please advise with whom can I speak regarding this issue.