The Brick
Reviews and Complaints

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

I am writing to you to share my 2018 Black Thursday's experience with you.

I had seen the Brick's Black Friday Sales Flyer and noticed that they had a queen size Beautyrest "Willow" mattress on sale for $489 for 3 hours only on Black Friday. I went to the Brick Warehouse at South Common on Thursday the day before the Black Friday Sale with the intention of buying 3 (three) mattresses for my granddaughters or at the very least hoping to put a deposit down on the mattresses at comparable Black Friday Sales Pricing.

I was looking to purchase 2 (two) doubles and 1 (one) king size mattress from the same Beautyrest "Willow" product. The sales agent told me that the only one that was on sale was the queen size, the other sizes weren't on sale. I told him I would hate to pay a $1, 000 for a double when the queen's selling for $489. He said lets go to the computer and have a look. He quoted me $899 for each of the double mattresses and I think it was about $1100 for the king. Knowing how I felt about paying such high prices for less product in the case of the double mattresses he made no attempt to make a sale. He said that was the pricing and that's it.

A few days earlier, my daughter happen to be in the same store inquiring about the Beautyrest "Willow" king size mattress. She too raised concern with the sales agent about having to pay 3 times the price for the king size given the queen size is on sale at $489. The sales agent she talked to offered to sell her the king size mattress, a king size bed cover and a pillow all for $999.

While I was in the store I called my daughter to get the name of the sales agent she had talked to hoping that I could get a more understanding sales person. She sent me a text of his business card. The sales agents name is Rupak Shan. I walked back to the sales agent I had just talked to and asked him if Rupak Shan was on staff. He said that's me I'm Rupak Shan. I told him that my daughter came in a few days ago and you quoted her $999 for the king size mattress and you threw in a mattress cover and pillow. He said I remember your daughter and I'll honour the price that I gave her. I asked him why he didn't try to make a sale with me. He didn't answer me he just repeated that he would honour the price he gave to my daughter. I didn't feel comfortable dealing with him after finding out that he was eager to accommodate my daughters concerns but wasn't interested in my concerns.

I went to the Customer Service Desk and asked to speak with the manager. I tried explaining to the manager how I felt the sales agent could have done a better job at trying to make a sale given his dealings with my daughter. The manager told me that they were trying to get away from "on floor negotiating" because it gives the impression our mattresses are overpriced. He went on to say that the manager that was on staff a few days ago must have decided to discount it for your daughter. I told him that I didn't understand how on one hand you tell me that you're trying to stop on floor negotiating but a few a days ago a manager had no problem understanding the pricing dilemma and discounted the mattress. He shot back at me "YOU DON'T NEED TO UNDERSTAND". As soon as he said that I knew this conversation was going nowhere. I told him I would take it up with the store manager. He said I am the store manager. I said well then I'll take up with your manager and asked him for his name. He gives me his name, Dale Kishchuk, and yells as I'm walking away in front of customers "go for it". I don't know what he had for breakfast but it didn't sit well with him. I came to him thinking I was doing him a favour by informing him of the sales practice discrepancies so that they could improve on their sales tactics but came out of it feeling demeaned and insulted.

At this point you probably think I'm going to boycott the store because I was mistreated by a member of your staff, well that's not going to happen, I like the Brick Warehouse, I've always liked the Brick and I'm going to continue to shop there despite this Black Thursday's south common experience.

Anyhow, being the positive energy people we like to think we are, we headed directly over to the north side 101 Street Brick Warehouse. My wife and I were standing there looking at the "Willow" mattress and a sales rep came up to us and told us that the mattress is going on sale tomorrow morning for $489. I mentioned to him that I had seen the mattress in the Black Friday Flyer. I then went on to explain our situation of wanting 2 doubles and one king size mattress but not wanting to pay nearly double for a smaller mattresses. He said I'm not sure what I can do for you on the king size mattress but how would you feel if I could get you the double mattresses at the same prices as the Black Friday's queen size. I said we would be very interested. He said lets go over to the computer and have a look. He said I'll sell you the 2 double mattresses for $489 each and I'll sell you the king size for $750. SOLD! Write it up, done deal.

It was like Jekyll & Hyde, Hyde being south common. This is what should have happened at the South Commons Store. I believe that there are lessons to be learned here. The sales agent at the south commons store should have recognized our pricing dilemma and tried to make a sale. The manager, well what can you say about the manager. I wish I would have had that conversation on tape. You could have used it in your sales training videos. You could have named it "How Not to Engage Your Customers Basics 1.01".

Have a Good Year!

Gordon McIntosh
Beaumont, AB

Received two three seater sofas in boxes. No instructions enclosed in boxes. The two twin box springs for the kingsize bed were defective. The delivery personnel shoved the two sofa boxes past our family room door. The mattresses were left in the bedroom blocking the entrance to the room and the bathroom.
The haggle to get this all solved was horrendous. The last straw was my billing credit. I drove in on saturday to receive credit for returned items. I calculated the credits and the debits and there seemed to be an error. I telephoned on sunday and the lady answering the call said since I had signed the credit return paper, that was it. I told her to tell the office manager, who is always busy, that I was going to come in to the brick yelling and screaming. I did just that. I was told to calm down. The office manager kept me waiting un til the police officers arrived. She then asked me if I was calm! The brick has no customer skills, the people en gaged likewise. The original salesperson upped the sale through cooersion. Get this product or the warranty is nul... Stay away from the brick... Best health advice I can provide