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The Brick
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2.3 7 Reviews 1336 Complaints
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The Brick Complaints 1336

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J
3:44 pm EST

The Brick customer service

I received automated call about a delivery tomorrow morning. I need to reschedule but there is no answer on any of your lines at 4pm. It just rings forever. Been trying for 35 min and email says delivery is confirmed after 630pm. Terrible service. Cannot reach anyone about this late notice delivery.
I will not be home for the delivery time and now I have to go to the store to talk to someone!

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washerguy
CA
Jan 17, 2019 3:37 pm EST

Bought a Maytag washer 3 years ago from these people and to pick it up I had to drive far to get it.
It had a mechanical problem which was to much for the repair and of course beyond warranty.
I went back to these people and explained the issue and wondered what kind of a break I might
get on a new machine due to the age of 3 years on the old one.
The customer service pointed out the number on my receipt for The Brick and told me to call and
see what they said.
They told me to speak to the store manager so I went back and the customer service had me speak to
a salesman who then went to the manager and returned with a small amount of a new one.
I left the store because I was treated like someone they did not want around.
I went to Home appliance outlet on Argentia Rd who gave me the same price, were very nice and
helpful and the next day they helped me load it in my vehicle
T

ComplaintsBoard
A
7:22 pm EST

The Brick delivery furniture

Brick gave incomplete information about delivery of customer name Anushka Mishra phone number [protected]. They told us we have to pick up railings for our bed and gave confirmation about timings for pick up. This morning delivery showed up at my place at 09:00am. I was sleeping so delivery went back, I called them back I was told you missed delivery and they will schedule next delivery date. I called brick to tell them about their miss communication. I told them I will be available this whole evening if they can drop of the railings or another will be fine too. Brick told they are delivering my sofa not railings as railings are still for pick up, they never mention about this earlier. They arrange the delivery for evening. Delivery person call me and told he will be coming anytime today later in evening. Then delivery guy called again around 2pm and told he will be coming now and make sure that someone will be home. I told him my husband is home. My husband waited all day long at home after that call. Delivery guy call at 5pm around and told he will be there in half and hour or up to an hour. My husband was sitting home doing nothing waiting for delivery as there was no confirm delivery time setup. After morning 9am till now is 6:30pm in the evening. Still no delivery showed up. At the time of buying furniture was not been told that there will be furniture pick ups as well as i got hard time with my customer representative at south store as she took from morning 10am till evening 5pm to set up with our finance and everything and was told to come other day to confirm rest everything for just buying 5 or 6 items. My bed set came in 3 weeks and each week I received one part and had hard time as our delivery never showed up at time frame given.

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D
1:19 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

The Brick electric range

Dear LG appliances and Harbor city Kitchen.

My name is Dan Lalonde, I live in Victoria BC Canada with my wife, our 2 year old son 2 year old dog, and new baby girl on the way.

In 2015 we had our kitchen renovated, it was a big step for us and ultimately we decided to have it done professionally rather than do it ourselves.
We decided to have the work done by a reputable company, done once - done right. The company we chose was Harbour City Kitchens, a locally owned family business with a long history of doing solid work.

Harbour City Kitchens provided us with the package we wanted, beautifully designed and installed. There were small initial problems that were fixed promptly. That fact alone is a major factor in the reason that we are repeat customers and have even recommended and arranged the buying of cabinets for our friends.

On January 6th of this year we used our LG stove's self-cleaning option for the first time. It was a disaster.

Attached are pictures which show the damage sustained when the stove was on self-clean mode.

We are extremely concerned about our family's and home's safety. We will not be using this method for cleaning until the problem is resolved.
The renovation of our kitchen was a choice that involved considerable financial implications. We decided that it was important enough to get it professionally done to avoid problems exactly like this one.

There is a safety concern with having an appliance that has the ability to get hot enough to melt the kitchen cabinet veneer. If any family member would have come into contact with the exterior of the stove during this time I have no doubt whatsoever that they would have been seriously burned. Nowhere in the manual is there any indication of a definitive temperature that the appliance gets to during the self-clean operation, or any minimum structural proximity measurement requirements. We are thankful that the materials used didn't combust to the point of going up in flames.

The consideration of heat should have been looked at in the overall design which gives rise to the concern as to why the cabinets are installed in close proximity to the stove. When they are repaired what is to prevent this from being an issue?

At present it leaves us extremely concerned about our family's and home's safety. I feel it is needless to say that we are also concerned that we have an appliance that has the capability to cause such high external temperatures. There is no indication in the manual that there could be issues from the sustained high temperatures during this operation. It leaves us with questions regarding if the building codes have been met and/or the manufacturer is aware that it is an issue.

At the very least there should be warnings that extreme external temperatures can occur and must be taken into consideration for a multitude of reasons - Ie. Keep children and pets away from the appliance while using the self-clean function., High external temperatures can occur during self-clean mode operation - ensure area is clear of all combustible materials and be aware that any items in close proximity to the stove could be affected.

I look forward to hearing back from both LG and Harbor City Kitchens in order to start rectifying the problem.

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J
9:05 pm EST

The Brick sealy mattress

We had replaced our mattress in June 2015 and called them that the mattres is defective we again this year in December made complaint again and also sent them pictures and had a fellow expect the mattress and said there was a stain on the mattress. The mattress came with a cover a and in January of this year they sent again to inspect the mattress and I have not heard back from them. [protected]@shaw.ca

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A
3:04 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

The Brick product and service

Bought a fridge from red deer and when received it it was not working properly and was told it was a floor model that I bought. Which when buying the fridge we did not order a floor model. Called them back again and was told to call warranty. Called warranty and was told it should not be on warranty as it is brand new. Called red deer again and was directed to another person. This time they said they would replace it with the proper fridge. Waited around for that one and they didn't even bring the proper fridge they tried to replace it with a much smaller fridge. We are on 4th delivery of trying to get the right fridge. The customer service is brutal with the managers. They say they will call back and they don't. This fridge was purchased december 13 and it is now january 9th.

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C
4:58 pm EST

The Brick countertop microwave panasonic 900 watt

The numbers on the panel is all wrinkled and the start button is hard to get started if. It pressed in the wrong place. The defrost does button will not work for the #1 weight. Phone the store in Pitt Meadows and received lousy service. Kept transferring me and then dropping the call. I only bought the thing Nov. 24. Terrible customer service. Can't get an answer as what to do.

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N
11:57 pm EST
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

After peeling I called brick Customer service asked photo then I told her I have moving can I wait or I must finish it now she said u can but make sure before 2019 I asked her 2 time 3 time she said make sure before April 2019 so when I moved I call brick and that girl not working any more and new manager not accepting after she saw that emails. That I up...

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K
12:47 pm EST

The Brick 7 piece tuxedo table set.. faulty product event id 3747180

Event ID 3747180
Phone [protected]
On May 12, 2018, I purchased dining set, living room set and 3 bedroom sets.
October 12th, I called in the warranty department about my 7 piece tuxedo table set. The glass has given up on the glue from its table top base and tips overs. There 2 adults and 2 kids in the family, and having any drinks on the table, tips over when we have our elbows on the table.
I called in, warranty department were helpful and sent home a tech to inspect and take pictures. The tech determined that the glass will need to be replaced and that someone will contact me.
Well, almost 3 months now, I called today, and the warranty department is still helpful and willing to replace the glass for me.
The only issue is, the inconvenience!
They will not deliver unless I pay the delivery charge. So now, I have to find a way to take this glass back to them and pick up the replacement glass, bring it home and install it. How inconvenient!

I would appreciate it if the warranty could cover all of the cost of replacing it with home delivery and installing it instead of putting us, customers, in a position to deal with it ourselves.

thanks...

Kishore Kumar
[protected]

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A
1:48 pm EST

The Brick samsung tv

Purchased Tv Dec 19/18, cannot get smart features to work after hours (approx 4 ) of troubleshooting with Samsung and my internet provider ! I have Been told to return TV so I go into The Brick, to discuss my options, sales lady sends me to the back while I wait 15 minutes to speak with " customer service rep" named Jessica . Who basically tells us there is nothing we can do and do not have any options, obviously my husband gets upset and tells her he will drive the TV in and leave it here, she smiles and says you cannot do that! Her attitude was like dealing with a small child, so as she's smiling thinking it's funny we get very annoyed and another service rep ( Chris) came over to help he defused the situation and gave us the options that should have been presented from the beginning, the knowledge of the staff is very shameful and my experience, was horrible! I typically buy all my furniture from Ashley but have purchased my bed set and some appliances from the brick after my experience with this tv it makes me never want to go back, I can except that things go wrong but I CANNOT except that you employ such horrible service reps (.unknowlegable and extremely rude and condescending)

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M
5:19 pm EST
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I went to Brick store, 3451 Sunridge Way, Calgary, T1Y 7H5 location today 30 Dec 2018 at 11am. I wanted some furniture and finalized some after 3-4 hours. Gurpreet was helping me during my visit. When it came to payment of the items, she told me that she could not access my Brick account 8809423 that I opened on boxing day 26 Dec 2018. I showed her all the...

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S
10:16 am EST
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Hi there, Good morning, Recently, I have made a purchase of Queen Size mattress along with box spring on Wed 26th DEC, at the time of purchase I have chosen the store pickup option, at the same time sales representative have confirms the pickup timings (Saturday morning after 9 AM). Based on the given timings I have rented Uhaul truck to pick the...

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C
11:42 am EST
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We bought the sectional sofa end of May 2016 from the brick The surface on the faux leather sofa is peeling and the springs on the left side of the sectional are already dented. I noticed it almost a year later but with work and a busy schedule I kept putting it off We had guests the other day and said that it was totally unacceptable that a sofa start...

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A
4:06 pm EST
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Paid in full for a sofa and love seat. Love seat not received yet. Every time I call, I get a new date from The Brick at Regina, Saskatchewan. Phone [protected]. They are not ready for pay any compensation also for this delay. I have disposed off my old furniture and going through tough time since last one and half month. I am very unhappy on Bricks and...

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U
3:59 am EST
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Purchased sofa and washing machine for $3200 at calgary Deerfoot meadows location on 23/12/2018. Only reason I went there because sales lady parminder(unsure of name) was extremely polite and professional.Then she referred her manager or senior guy LALIT desilva who was extremely pushy and was over professional guy.When I said I need some time to discuss he...

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K
8:05 pm EST
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This review was chosen algorithmically as the most valued customer feedback.

drawers are peeled due to the use of pulling drawer out and in. wearing out over time just had bought them went to brick got a receipt due to loosing the previous one. (Want replacement for dresser or money back). drawers are peeled due to the use of pulling drawer out and in. wearing out over time just had bought them went to brick got a receipt due...

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N
8:43 pm EST
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I bought the king sized bed, mattress, box spring, postra pedic pillows x2, waterproof cooling matters cover for $3700 off Tony Saysana store manager. Has it delivered to my home today which was great tipped the delivery guy $40.00 for Christmas. Delivery guy although a very nice man dropped the mattress off in my kitchen and said sorry we don't deliver...

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L
7:15 pm EST

The Brick poor customer service with a warranty

I purchased a reclining sofa one year ago plus a warranty. A little over a year later the recliner won't recline the power source didn't work. I called the beginning of October and am still waiting for the repair. Don't ever buy the warranty from the brick it is the worst service I have ever had. The store manager in St. Catharines wasn't and isn't much better at trying to get things done.

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J
9:18 am EST

The Brick bed frame

Hi so I waited 3 week longer than what the store told me was going to be for my bedframe and when i ordered it i was promised that it will be i stalled for me. Now i got the frame but no installation! I waited 3 weeks and called the brick in niagara square she was rude to me and did not help me what so ever. Im very disappointed in this company and ill make sure if nothing is done ill make social media video regarding my experience with your company. Please do something about it. My number is [protected]

My sales person was Ryan L from niagara square.

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C
3:56 pm EST

The Brick damaged product

I've ordered a mattress and box spring from the Hinton Alberta Brick store. I was called and advised that the product had arrived. I went there to get it and saw the bottom was punctured so I did not take the product.
I did not get a follow up call this morning so I had to call and now it will take another 2 weeks to get how er I needed it before Christmas for guests.
The manager advised that it was a "little mark" which may be small to her but it is not her money being sent. I had just spent over $4000 on a purchase and do not appreciate being told a damaged bed was little.
I was provided the option to take the damage bed and bring it back but I do not live in Hinton and it is ridiculous for me to drive back and forth 4 times as a customer who just spent in my mind a lot of money not just on the bed.
I asked why it wasn't inspected prior to calling me and the manager Ashley advised me they have no time to do that.
As a customer coming from out of town this tells me that me and my monies are not appreciated or welcomed and that my time can be wasted.
While it may not be feasible to look at everything when being unloaded but surely the product can be looked at prior to a customer being called...or is the customer no longer worthy of customer service?
I did not appreciate the lack of sensitivity or customer service and you can be sure I will be advising my friends and family of my experience with the company.

120389AKYIW-document number
DERK5347

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R
12:36 pm EST

The Brick delivery and installation issues with an amana gas stove

In November, 2018 I went to the Brick in Vaughan to purchase a gas stove for my elderly parents, simple enough task, or so I thought. I paid $849, tax, plus $90 for delivery and pick up of old stove. I also paid approximately $200 for installation.

The stove was delivered but the old stove was left behind since it wasn't fully disconnected. A misunderstanding here ; my father had told me it was disconnected….well, the electrical part was. A simple misunderstanding and in good faith, the Brick should have arranged for the pick up of the old stove, which is still in my parents' basement. I complained to the sales lady Herman re delivery and told her that I wanted to speak to her manager. I got a call from a young man "Desean", I think he was told to call me, not the manager. He referred to "Khan" who would approve any action taken. After going back and forth with "Desean", I got a $75 refund and a number for a scrap metal place. I called the scrap metal place and was told they do not service the Keele/St. Clair area where my parents live. Really?... what did the Brick do just google a number to give me and not bother to check? I got the strong feeling they just wanted to get rid of me with the manager not even bothering to make the call himself. At the very least and in good faith, the Brick should arrange for the pick of the old gas stove.
I wish it would end here but it only gets worse.

The installation was a disaster; not only was the stove not connected right; it can't be moved directly against the wall and piping was not correct and the valve to shut the gas is unreachable. The installer and a message from Quick Contractors indicated that a new valve was needed so an additional cost of $80 was required. I don't think so. That night after installation my brother noticed a gas smell in the wine cellar which faces the front of the house where the gas meter is located. Thus, there was also a strong gas smell at the front of the house. A technician from Enbridge was called and he said that the installer had broken the regulator on the meter. Really? Are these installers not licensed?..Is everything just a rush job to go on to the next? was it because too my parents are elderly and not thought to know any better?. My parents live in an old home, Enbridge also noted that there is no vent for the gas stove. I believe it is fair to expect that installer know enough to not even agree to hook up the stove in this case in the first place? We trust the Brick would send over installers that are trained and licensed…this represents a serious violation and somebody has to be held accountable. I paid the Brick $200 for this service and trust that everything would be taken in care of, the correct, safe way. We would not have an issue obviously paying for more if more was required to ensure safety and conformity to all codes.

Throughout this whole mess I have tried to contact Quick contractors….but getting in touch with them is next to impossible. I gave up after being put endlessly on hold more than once with no indication that someone will be with you….just piano music playing….how lovely.

On December 14, I spoke to a lady name Anna in installation who is working on my case. She appears diligent and is currently awaiting to hear from the "Director" in Edmonton. I agreed with Anna that we would get a qualified, trained contractor out there, once we had the vent installed. I needed to write as this stove installation process especially represents a serious violation and somebody should be held accountable. I am terrified to think what would have happened if my brother had not been there to notice the gas smell. What will the Brick do for us?

If I don't hear back, I will have to go public.

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How to file a complaint about The Brick?

1. Log in or create an account: To begin, please ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, you will need to create one by clicking on the 'Sign Up' option and following the registration process.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with The Brick. Make it specific and clear, such as "Defective Sofa Delivered by The Brick" or "Poor Customer Service at The Brick Store."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions you had with The Brick, the nature of the issue, and any steps you took to resolve it, including interactions with the company's customer service. Describe how the issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photos. However, be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, clearly state what resolution you are seeking from The Brick, whether it's a refund, exchange, repair, or an apology.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint or review. Ensure that you have filled in all the required fields and attached any supporting documents before submitting.

9. Post-Submission Actions: After submitting your complaint or review, make sure to regularly check back on ComplaintsBoard.com for any responses or updates. You may receive feedback from The Brick or from other users who have had similar experiences.

Overview of The Brick complaint handling

The Brick reviews first appeared on Complaints Board on Aug 15, 2006. The latest review Smashed dining room table / wooden shelving unit was posted on Nov 14, 2024. The latest complaint All service. was resolved on Apr 29, 2024. The Brick has an average consumer rating of 2 stars from 1343 reviews. The Brick has resolved 419 complaints.
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  1. The Brick Contacts

  2. The Brick phone numbers
    +1 (780) 930-6000
    +1 (780) 930-6000
    Click up if you have successfully reached The Brick by calling +1 (780) 930-6000 phone number 0 0 users reported that they have successfully reached The Brick by calling +1 (780) 930-6000 phone number Click down if you have unsuccessfully reached The Brick by calling +1 (780) 930-6000 phone number 0 0 users reported that they have UNsuccessfully reached The Brick by calling +1 (780) 930-6000 phone number
    Corporate Office
  3. The Brick emails
  4. The Brick address
    16930-114 Avenue, Edmonton, British Columbia, T5M3S2, Canada
  5. The Brick social media
  6. Olivia
    Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 19, 2024
  7. View all The Brick contacts

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