The Brick
Reviews and Complaints

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

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.

My issue with The Bricks Customer Service.

Story:

I noticed a sale on a bed frame back in September.

I purchased in full for $ 299
The Sales rep Kumar advised that they had the product in stock.
We explained to the Brick Employee that we were in the process of moving we did not want to move the bed frame twice. We wanted to pick up our bed frame for Oct 15/18 to Oct 19/18 as we would be settled in our new place. The Sales Rep assured us that this would be okay and advised us he would make a not of our circumstances we could pick up our bed frame from the Kennedy location and to follow the instructions on the paper. He assured us that he made a note to keep the product for us.

We showed up Oct 19/18 ( took the day off from work - both my boyfriend and I ) to pick up the bed frame. They advised us nothing was in stock.

We then went to the Brick location In Brampton ( on Kennedy ) where we purchased the item.

Customer service was eager to help us but there seemed to be a disconnect from the Sales rep and customer service( in fact while I was waiting I heard a rep ask the sales lady to not promise things will happen that we cannot deliver as it creates more issues in the long run ** Sales rep walked away without acknowledging the service rep .

We then had a chance to approach our Sales Rep Kumar
Who was less then helpful
He would not get a manager to assist
He told us to pick something else on sale. He would not match the price.
I was very frustrated. He finally approached his manager and asked for free delivery ( only after i asked for it )After all of this. we agreed to wait until Dec 6/18 as the product would be available

STILL NO CALL.

I called the Branch location and spoke with Ahmi. She advised her managers were not available. I told her i would wait on hold. i waited for 1.5 hours. I then agreed for a manager to call me back in 24 hours.

I STILL HAVE NOT RECEVIED A CALL.

The product is now being advertised again in the flyer from Dec 1 to Dec 24

I find it strange that you would advertise a product that you can not keep up the demand for.

I am extremely dissatisfied with the entire process.
I do not like making complaints. It is not in my nature however, this has gone on long enough. Your company was quick to take my money however not quick to service me or provide the product.

Nicole Harden [protected]

Good morning, I am wanting to talk to someone that could help me out. We ordered a couch set from THE BRICK in Lloydminster, Alberta, which we said we would never order from again due to warranty and customer service issues .We got suckered in and are very unhappy with how they are dealing with this situation.
WE where told that the warranty department has changed and runs very well, know I have put a warranty claim in with my Cindy Crawford sectional and it has been cancelled without my permission . They never informed me, I am always phoning them to find out with is going on. I told them I just want my money back for the couch and they can take, I am not wanting to deal with them and the way thing are going . Since the first day of delivery the couch has been knotting and shredding and snacking on the material, sitting area and back rest and arm rest .

I would like to get the figured our please asap as it been going on for the last 2 months and been a pain dealing with them here

THANK YOU
Amanda Anderson
[protected]

We live in Calgary Canada and we bought sofas and loveseat from Brick but the delivery guys damaged our brand new house's door frame.
We registered complaint but nobody contact us, it's has been more than one month.
We got possession on November 8 / 18 and they deliver furniture on November 12/18 .
We just moved in our new house and they damaged front door frame which looks very bad.

I have a mattress that has not retained it quality since it was bought. It is supposed to be a lifetime warranty. i have been given all of this run around even when I have provided exactly what is was asked to. I have been dealing with a Carlos Carancio who seems to make every effort to not recognize the sagging in the mattress even though there is supposed to be a lifetime warranty. He is at the headquarteres in Alberta I think.I have supplied the receipts and everything i was supposed to and feel that it qualifys for a replacement but they asked for more and gave them more and ask for more again. I feel it is a stall tactic and use the lifetime as a sales pitch.

The customer service received from Sarah from the Mississauga location during my delivery of my sectional was horrible. She didnt understand the situation, lied to me about what was going on, tried to reschdule my delivery, then tried to tell me the delivery guys could not install my sectional. Rang my phone more than 8 times with false information. Caused me to have a meltdown for no reason. There was a slight delay for the guys to bring their truck into the loading area of the condo, but we got it taken care of with security, Sarah refused to listen to me or give the situation a bit of time.
The delivery guys thank goodness were great and so helpful (Dexter and Mike)
My sectional was already 3 weeks late because of a fault on the associate who sold it to us and the manager (Kim) took fault for it as she realized it was their mistake, so there was no way I could let them not delivery it because of an emergency van parked in the loading dock area. Unfortunately it's a condo, I can not stand guard outside for hours to make sure no one parks there so yes it took about 10 or 15mins to move it but once it got moved everything went smoothly. However the experience from Sarah, how she spoke to me, gave false information and rang my phone off the hook was so bad that I will never in my life shop at the brick nor recommend it to anyone. This is not how you deal with situations or talk to people. She should not be allowed to speak to customers because she doesnt have ththe slightest clue how to.
I am so disappointed in the brick and how horrible this whole process was for me.

Store location was (5800 McLaughlin Rd., Mississauga)

This is my third day requesting that someone from the brick contact me. I'm extremely disappointed in this whole process and the policies and inaction of the Brick as a company.
I would like to talk with a manager about why I was signed up for Trans Global Insurance? I specifically told the sales person that I didn't need this insurance nor did i want it. She told me that the first 30 days were free, but I knew it was a scam (the brick reviews words, not mine) and I didn't sign any paperwork for TGI. I read through my Brick Visa Desjardins card application and no where does it mention TGI. I have called Desjardins and they directed me to TGI and my local Brick store.
I have called TGI and they told me that I signed a contract and that they would forward a copy to me. If this is factual, then someone at the store signed on my behalf.
I have called my local store and originally, I spoke with Karen in finance and she told me that she would email me a copy of this contract. Its been over 24 hrs and I haven't seen anything. I also asked to talk with a manager but it was Monday (3 Dec 2018) and no managers were in. I left a message for a manager to call. After 24 hrs I called again and left another message for a manager to call. I then received a call from the Brick customer service and spoke with Alma. She told me the brick has nothing to do with the card and that I would have to talk with Desjardins. I explained to her that I did that already and they directed me back to TGI and The Brick. I then asked again to talk with a manager and was told that she was busy with a customer and that I should call The Brick corporate headquarters. I called them and they said that it was on the store to solve this as it has nothing to do with Corporate. I explained to corporate that the store insisted that it was a corporate issue. It was then recommended that I use this complaint venue.
The internet is full of customer complaining about this exact issue that I am having and they have all been given the same run around. I am very disappointed with all three companies involved.

I bought mattresses from Bricks almost year ago. One of them is bad the coil is pocking while laying down. I submit the complain by fulfill all the requirement on line along with required photographs of the product almost two month ago.
The case is not considered because it does not show in the photographs. I requested to send the inspector at my home to inspect the mattress physically or I can bring the mattress at brick store but my request is not entertained.
kindly look in to the matter. I can provide all the communication if needed.

The store is in Lasalle Quebec the telephone number [protected] the customer is Diana Hutchinson her tel [protected]

The fridge is a Samsung when delivered it came damage the store is not willing to exchange and now to day it is not keeping the things cold even it is turn up high '

The fridge is finance with the Brick Card from Desjardins bank which is my card
Jason Wilson, however you can call Diana Hutchinson to have this problem taken care of

Thank you

If there was 0 star, I would've gave 0 star for the brick delivery service. I ordered a yorkdale bedding set and they delivered to my place yesterday. On the website, it claimed it includes assembling service for big furniture and disposal for boxes. The driver refused to assemble the bed for us and said" he would be too late if he stayed to assemble our bed. We insisted him to stay to finish the service as that's how it said on the website, he finally agreed to assemble but very unhappy. When he opened one of the boxes, we found the bed rail was broken. Luckily we asked him to open the box so we found it's broken. He left with the rail and said someone will contact me. The next day I called the brick customer service, the lady wasn't helpful at all and asked me to pick up as I said I was in a hurry, since I need the bed for the guests at my place. She said it will take another week or 2 to get it delivered, which is too late. Then I said it's not working out since the guest will be here soon. She said she will call me back by the end of the day, however, she didn't. This is very exhausting to deal with a unreliable company like this. Never ever buy from the brick again.

Lounger purchased from The Brick.com on line:
Purchased Monday, Nov 26, 2018
Delivered Friday Nov 30, 2018
Called and met with Store manager - Jeremy Sunday Dec 2 and was advised nothing they can do. All online purchases have a no return policy

The problem with purchasing anything on line is the sight unseen relationship that you enter... We have purchased many items on line as most of us have now.. Mayfair, Costco, Ashley Furniture etc.. ALL WITH A COMPLETE NON SATISFACTION GUARANTEE! So we were very displeased to learn that we were stuck with this lounger (was no where near the one we checked out at the store) No consideration what so ever!

They simply dropped off the item in box and pretty much ran out the door! We were advised by the delivery team that we had 3 days to return it if we were not satisfied... Wrong
We don't even want our money back, we simply want to exchange it for the one that we had tried out at the store

Looking for some resolution here... Remember a satisfied customer will tell 10 people, as dis-satisfied customer will tell 1000!

My mobile no is [protected] . I purchased a dinning table last month .. when I got the delivery 3 weeks back the base of the table was damaged and the installer took it back next I was told to stay at home for delivery again the part was damaged and was returned and this week again I am told to stay but today am being told that the part is out of stock ... have called the lasalle brick and had waiting time for 50 mints my calls are being transferred from one person to other but no one is giving me an appropriate answer

I tried to call the sales representative he says that I sud go to the store and talk to the manager
Sorry to say it's the worst after sales service I have ever had in my life

Have been in my house waiting for the table for 4 weeks n worst ever service experience I have had

Hope I will receive some help

Please help!

I am so disappointed and upset about my last purchase at the brick. On november 4, I purchased an electric stove in sault ste. Marie, on. (document # 11048famvjp luxtr94zz7, item code - yacr450w). It turned out that I didn't need the stove and that there was nothing wrong with my other stove. I jumped the gun and purchased a stove that I didn't even need. When my husband and I tried to return it the next day, they told us that once we picked up the stove and put it on our truck, there was no return. We just couldn't believe it. We never even plugged it in or used it. We left there in complete shock thinking there was nothing we could do about it. So now, I have a brand new stove that I don't even need.

We have been a loyal customers to the brick and leon's for years. Not once have we ever received this kind of service. Had I known that this was your policy, I never would have purchased it. Is there some way that you can make this right? We would be willing to trade the stove for a new dining table. Now that's something we could use.

If something is not done to make this right again, we will never make another purchase from the brick or leon's again, and we'll tell everyone we know about the service we received and how you treat loyal customers.

So disappointed,
Please make it right.
Penny & ron luxton