The Brick
Reviews and Complaints

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

I purchased the extended warranty for my sofa. Itstill exists. I called to report that the surface of the sofa was wearing. I sent in pictures. They said it wasn't covered because I didn't contact them sooner. It is too worn.
I then contacted them stating that the springs let go under cushions of same sofa. They said it's not covered. I reported the springs immediately after they broke but they still said NO! So why buy warrants?

I bought the while Bed room set innthe month of July 2018 and i received the products in the same month . The 5 pc bedroom, dressor, mirror and mattress and set is good but the dressor and mirror is is not good . Some scratches are there on the dressor and mirror has little crack on it. I comlpaint about that and it has been replaced with the old one. The second time tge dressor has been cracked from the back side and again i complaint about that and again i complaint about that and gain the brick company send me the another piece and on the day of delivery again that piece had the problem which the drawers are not opening well and it stuck in between. This is the fourth time i compaint about that. They take that product with them only. I compaint about that again. They replaced the product with defective one. This time the new product having the same problem with drawers . And this is the fifth time i compaint about the same product. This time i told the brick company that i dont want now your disgusting products, take back your whole bedroom set i.e. bedroom., mattress, dressor and the mirror. They refuse to do that they gave me a excuse that it has been three month and we cant return our products. I told them that I dont have the enough of time to receive the defective products. I spend $4500 on this products and they are giving to the customers the defective products always. And it has been approx 4 months and it had been replaced 5 times but till now they didnt even changed the product or replaced the product. They are giving the hard time to me as i had spent $4500 on these rubbish products. So please if you can help me in this to return back my money.

Ok I was into my local Calgary store on Sunridge Way NE, Nov 15 18 approx 2:00 pm to purchase a fridge ( which I did )

The salesman (Jawahar) was helpful and friendly and the sale went smoothly until it came to the extended warrantee. Now because I have purchased this many time in the past and have tried to submit a claim for service I have been informed more than once that they warrantee does not cover whatever I was seeking, I declined.

Of course as soon as you say no then they need to get their manager and of course they did precisely so, as soon as the manager approached me I told him I was not interested and did not want it, I was informed " No Mam I am not trying to sell you anything" Then went into his spiel, AGAIN I said no and this is where it got offensive.
The manager`s name whom I did not get was a bald fellow with a darker skin time actually gave me such a dirty look my god if he could have struck me down he would have, abruptly turned his back to me and stormed away.
The poor salesman was unsure on how to respond and just thanked his manager for his time with the reply WHATEVER.

I have never been disrespected in such a manner from a place that I have chosen to spend my money, and have used The Brick exclusively for many years, and wont go back.

You have a lot of competition and I don't deserve to be treated so horribly EVER.

My boyfriend and I had baught a TV from the brick last September. We had 1 year manufacturing warranty and 3 year extended warranty. A pixel had blown in the TV so we call their third party warranty company to get it fixed. Long story short, they told us it was gonna cost more to get the TV fixed then what it was actually worth. They gave us an option to refund ONLY 87% of our money back instead of the full 100% or to get a new TV. We put the warranty claim on hold and called back the next day to get the TV back. They told us that they had taken the TV apart and recycled it without our authorization to do so. We are now out of a TV and the money we were refunded can only be used towards another TV and if we do not use it within 30 days they get to keep our money which is almost $900. We dont want to buy another TV we just wanted our money to go towards our couches we bought from them at the same time. They never apologized for all the false information they had gave us. Their costumer service is hurrendence as well. We will never be shopping at the brick ever again and we will be making sure neither of our friends or family does too.

We purchased a 65 inch Samsung QLED 8 last year for 5 thousand dollars and insurance for 750 dollars. The TV has been broken for the past month and we have not been able to get our TV repaired or our money back. The insurance company which is supposed to take care of appliances keep saying next week. They once came to the house, opened the back of the TV like a can of beans, as evident from the back of the TV, could not repair it and took it to their warehouse. We are totally frustrated and don't think we deserve this. I have left messages on The Brick site, but no reply.

We purchased the #6 mattress and boxsring beautyrest hotel collection but after 3 weeks we found it was to soft. We traded it in for a #3 the firmest one in the collection because I am a stomach sleeper with back issues. We spent $2000. We had the #3 mattress now for only 4 weeks and it has sunk in. I called the brick kelowna and was advised to file a warranty claim which I did. I was told by the brick to wait 48 hours and call back if I had not heard from warranty yet. I waited three days and called the brick back. The customer agent named Jazz was rude and refused to allow me to speak to anyone but her. She said the manager advised her that the situation was out of the bricks hands. I asked to speak to anyone else or manager and she would not allow that. All I can say is if they dont fix this issue asap I will take extreme lengths on social media to get the message out that the brick Kelowna are crooks.

when i purchases the sofa they tell me delivery day is October 15th the is the latest day. until Oct 16th i call the [protected]. then they tell me your item is back order have to wait until Nov 5th. until Nov6 i call again they tell me back order again, you have to wait another 2 weeks it mean no guarantee the day. i just don't understand if the store don't have the sofa why keep selling us and keep lie to us. is it how trade the customer? and the lady i call for the brick also so mean. she sound like really don't care.

Our sofa was scheduled to be delivered on Thursday Nov 1 but due to circumstances beyond the delivery mens control it didnt get delivered till Saturday Nov. 3 (which was no big deal at all). However i was assured that this being the 4th sofa that it would be thoroughly inspected before it was put on the delivery truck, well there was absolutely NO way that this sofa was inspected at all. It was dirity, had marks on it and a big mark on the foot rest. Thank God the delvery men are looking out for me and my purchase because obviously The Brick is not! As i explained earlier I have a big surgery coming up at the end of November early December and i wanted my home decorated for the holidays before hand. How am i supposed to decorate when i will have to move things to accomodated furniture coming in and out! Nevermind the fact that my husband is rarely home as he is a truck driver and I'm disabled. I am so angry and upset by this entire experience, i really wished now I had bought my furniture elsewhere. Obviously all my past purchases over the years at the Brick were just luck of the draw, because when I read reviews about The Brick very few are positive. I haven't taken to social media yet to write a review yet but it's coming and trust me I don't think its going to reflect positively on your business. I am forwarding this to head office and the Operations Manager at the Upper James location. The Operations Manager is absent till the 15th and I want this addressed before then.

Your Website for furniture shopping online is inaccessible.
I have no problems at my end accessing any other store online for example Amazon, Sears, The Bay, Wallmart etc...
But as for your site, I can get in, but then I cannot search for products. I get the continuous clock rolling and keep getting the question as to if I want to keep on waiting. I tried waiting for 10 minutes and still the clock keeps on rolling.

Therefore I cannot shop online at your store and instead have to shop at other stores.
You are losing customers. I am a programmer analyst retired from the RCMP after 26 years of programming computers.
I am thinking that your site has too much advertising either from your site of third party sites which slows down response time.

You need to rewrite your website and or get another webmaster.

Humiliating experience for visiting the brick store to get the credit for recieving damaged furniture...will never recommend Brick to anyone..team member named Mimi insulted my whole family while other staff members being spectators...she was so rude that she walked away from the cash register saying she doesnt want to help us and kept yelling at us. This is how Brick handles customer issues? The Duty Manager Mr Khan or any other member never stepped up to help or defuse the Rage Mimi had towards me and my family for no reason. Please let me know if you are unable to take any action against your team member's behavior, I will bring this to General public's attention..so that no one else has to go through with her raging and scary behavior.

Good morning,
I bought King size mattress last year for my guest room and i asked for hard firm mattress. Staff member showed me this mattress saying this one is really hard and don't squish when you sleep. whenever any guest arrive at our home and slept over the mattress they had issue with their back very next morning.Now this month my sister came and she complained about same thing, and she told me that this mattress is not at all firm and gives backache. So we thought of trying this mattress ourselves.
This mattress is so annoying and gives backache very next morning. now sleeping on this for a week and i got worst backache and had to take leave from my work today.
We r shifting the mattress back to guest room after 1 week trial. and we figure out why our guest complained.
I will really appreciate if you can look into the matter and if we can change the mattress to firm hard mattress. Because it was expensive mattress and hardly used, may be 15 days in a year time, brand new .We got this mattress with brick Desjardins card
thanks
Sukhdeep Dhillon
[protected]@gmail.com
ph no. [protected]
Account number: [protected]

What is the point of wasting money on a warranty when your not concerned about fixing damage or overall customer experience? I have read similar reviews on this page. Leather peeling on Sofa within warranty but will not repair. After someone came out took photos and advised it was a concern only to be called and told issue was not reported within 14 days of noticing the issue they won't do anything about it. Customers be aware you can't have a busy life if you need to monitor the condition of all furniture purchased from the brick every 2 weeks to make sure every spot is reported for your warranty to be valid.

Me and my wife purchased a leather sofa paid for the extended warranty and we report a claim on line immediately and we got an answer. They says he gonna send a person to check what the issue. but it not gonna happened we wait for a person but no one came.
He ask to send an another photo of the wearing sofa then after a week he said he declined my warranty hes name honey cooler in The Brick 920 park st Regina SK. How could you defined if you not see personally and what he said someone will check it out
But he did not do. We are valued costumer since 2011 we purchased a lot of item in The Brick and we been experienced different claim but this time is very upsetting look like we been fooling. My name is Conrado Aguilar and mrs Arlene Aguilar from 120 Smith st. North regina SK. Im not sure it happened July 20, 2018. We request repair or refund this item. He said it is a tear so he declined but is No.

I bought a Samsung 65 inches curved TV and as it says online it can deliver on my area in houston British Columbia. I so disappointed in which both store prince george and Terrance called me and told me they cannot deliver. I put my exact postal code when I purchase it online but it happen to accept it. Can u guys fix this kind of problem which end up for disappointment. Hope to hear from you guys soon

I have already written a complaint to you and have not received an answer yet. This is very upsetting. Also I had already received a notice from you to affirm my e-mail address before you sent this one.
In December 2016 I ordered a rocker recliner, on line, from The Brick. I feel these next details are important. I am an 88 year old female, 5'2"...121 lbs. living alone. I have my son who visits me almost monthly. He is 6'...180 lbs, a very quiet man.
A month or so ago I heard the odd cracking noise from the left side of the chair when I was getting up. A few weeks ago I noticed that the chair arm on the left was a bit lower than the right one and when I pushed on it, it leaned over slightly and, on closer inspection, I realized that the side had separated from the back and was pretty well hanging on by the material.
I had got a new Protection Service for my computer and they managed to lose my gmail address along with my receipt File Folder so I cannot find my Receipt for this purchase but am hoping that you can locate it by my information. I realize that it is no longer under warranty, if it ever was, but this is ridiculous. It was an expensive chair but was on special or I couldn't have afforded it.

I purchased a leather sofa in may 2018 and paid for the extended warranty. This summer I noticed the leather wearing of on the seams on the cushions and later some discoloring. I was working alot and did not get into the brick store until the fall.
The first customer person was friendly and filled out the forms to have someone look at the sofa, never got a call, so I returned to the brick and was meet by a very rude costumer service person and weeks later I have still not been contacted by anyone
Why did I purchase warranty if the brick does not stand behind it

I am Anthony DACAMARA phone # [protected]
I bought a recliner approximately one year ago the lift is broken, a minor problem the leather is fading the cushions are collapsing . The reason I bougth this is strictly health reason . I have been waiting on a fix for a while . Now if I have to be hospitalized because of spinal damage, my family have been instructed to deal with the brick. I need this chair fixed ASAP . I don't know what more todo to get a response from the brick. It has a 5 year warranty . If no response by the next 3 witking days I will engage legal help . Thank you
Anthony daCamara

Good day,

I am writing to express my ongoing dissatisfaction with your delivery/ store services.
On October 21st I purchased 6 pieces for our bedroom set. We had asked to have it delivered and assembled as early as possible. The rep explained there would be an additional charge and we agreed and proceeded to book the delivery for today, Wednesday October 24th. The delivery came on time as explained, which was awesome, but the crew explained they were not going to assemble these units as they weren't instructed to. Confused and concerned, I called the store immediately to inquire as to why these boxes were dropped off and not built. She said well you have to call the guy who sold you the stuff, and he's only in Friday, I can't help you otherwise, as he apparently made a mistake and only charged you 50$ for delivery. First of all, how as a consumer am I supposed to know he made an error in ordering, or in this case, not ordering the assembly. Second of all, the individual over the phone was the least helpful person. I asked how I can have this corrected, she said you cant, you have to build it. I asked well I physically am unable to build it due to my medical condition, you need to then take this back I can't use it. She said we can't do that either it's not broken... I replied to her I would have no idea if it was broken its all in boxes and not assembled. I was given explicit instruction by our sales rep to call if we had any issues within 48hours... I called within 30 minutes of the delivery. She explained that if I wanted it assembled it would be approximately 200$ more, I explained that that's absurd, I was already charged upfront 50$ after explaining I needed it assembled. I asked her how can I ensure it get assembled and who does she need to contact to take additional payment to ensure it gets assembled. She then put me on hold for a few mins and came back and advised someone would be back to unbox and assemble. The two gentlemen that delivered the boxes originally came back and explained that they are here to unbox only two of the 8 boxes and could do no more... now I have 6 boxed and 2 unboxed and a mattress I cannot do anything with.
Since the store was ultimately the least helpful, I called the assembly number on the back of our invoice and requested someone come by to assemble, I am charged an additional 169.99 plus QC taxes PLUS I may need to wait until next week for someone to assemble this bed. The helpful woman on the phone, Anna explained there should have been someone to assemble it as it is a set that normally requires the service as it includes mounting a mirror and assembling the entire bed, headboard, footer and bed storage and frame. She said she would try to expedite the process to the best of her abilities but it may take until Monday to have someone come to assemble the bed.
In the meantime, I have nowhere to sleep as we are moving in and this was supposed to be rectified today, I will have to stay in alternative accommodations until this is resolved.
Suffice it to say, this is unacceptable and the run around from the store alone was less than acceptable service.
Invoice number 102183ERYZT DURAO140ZS

Thank you for taking the time
Olivia Durand
[protected]