The Brick
Reviews and Complaints

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]

Purchased what I thought was a quality sofa but it is hard as a rock and is giving me terrible back pain and hip problems...they tell me they will offer me no options once its in my home... Their customer service is the worst I have dealt with... Stay away from The Brick ..Shop else where... The Brick furniture is crap quality and they dont care about the customers!
I would like. full refund and never deal with them again...but if they would meet me half way I would exchange for a more quality sofa... I am appalled at how little they care about you once they have their money! Will warn any others not to shop there!

I hope you can help me. I purchased a brown cloth rocker recliner, approximately December 2016, was expensive but was on special. I am an 88 year old woman, 122 lbs and do not use the reclining position very often. My son, 6', 180 lbs., visits me almost once a month and uses it. He is a quiet person. I mention these facts because I had noticed a noise in the chair when I was getting up from it recently and now the left side of the chair has come away. The cloth is keeping it together or it would fall right off. I realize that it is probably not under warranty anymore but this is ridiculous. I purchased it online and filed the receipt in my Receipts File Folder but when I changed my computer protection firm, they managed to lose my gmail account and two others, and that included my Receipts folder. If you contact me personally I will be able to give you my name and telephone number and gmail address and am hopeful that you can locate the details of my purchase.

hello,
I recently received a delivery for a sectional sofa. A piece in the sofa was already damaged when it arrived. I requested the delivery guys to take that back but they denied. They asked me to call the store and request the replacement. Since, that was the heaviest part of the sofa, they did not handle it properly and they slammed on the wooden floor, which caused me badly dented and scratched floor. I took pictures and sent to the Bricks claim department within 30 minutes of the delivery. I did not hear anything back for next 3 days from them. In the meantime, since it was a brand new house, after our 30 days inspection, I had previously booked an appointment with a contractor to repair some floor in the house elsewhere. So, the contractor came the very next day after the delivery to fix that floor. I requested if he had any spare floor board with him since we were left behind with no spare floor boards ! Since, he was the guy who worked on our floor originally, and since he had extra floor boards, and since I already submitted the pictures to the claims department, I went ahead, paid him $400 & got the floorboards replaced. Now, the claim department have rejected the claim, since I already repaired the floor. I told them that I did not have any spare floor boards with me, so I had to make sure that I get the same material from original company who did my floor in the first place. Also, the location of the damage was right at the archway from the kitchen to the family room. So, I could not take the chance and wait on Bricks to get back to me. First, they deliver the damaged product and they cause property damage and now, they refuse the claim! What kind of customer service is this?

I am having to do this for the second time, which makes me even more pissed than before.

A chair was delivered to our home this afternoon from the St. Catharines store. The men carried it in, sat it down, and left it to us to remove the plastic covering and unpack corrugated cardboard which covered the whole chair.

They said they could not do it because we live in the boondocks (my word, but that's what they were saying).

This was not an easy job for a 78-year old woman and an 82-year old man. The chair is heavy, and we had to lift it over and over and up and down to get it unpacked.

We think this a very unfair and discriminatory policy

I bought a floor model T.V 55 UHD on Oct 5th in the Burlington Fraser dr. I paid $922.08.I was getting it delivered but we couldn't coordinated a time and I needed the T.V for the 16th because a company was coming to put in security cameras and needed the T.V to hook up to the cameras.So I picked up the TV on October 9th. When I went into the warehouse it was sitting on the stand and he proceeded to pick it up to put it in the car, I said I need a box for this tv and it needs to be taking off the stand for safe transportation.The warehouse worker said that we do not provide boxes but took it off the stand and carried it to my car. I brought it in my house and waited until the 16th to turn it on, when the cameras and TV installation was to take place. The T.V was not working properly upon installation so I phone immediately and spoke to the Mr. Gray the store manager he was very cold, said no we will not take the TV back, No refund or store credit. I was not told it was final sales or I had no recourse if something was to go wrong. SPENT $922 and have no TV. I'm sickened please help. invoice number 100584BIKDK ...cames182Z6

Brick at 2835 Douglas street, I went to inquire about a mounting bracket to stack my new Samsung washer / dryer. this was today. A customer service representative informed me that they did not have one, but informed me that there were two in the Langford store (2945 Jacklyn Road). He refused to call to confirm when I asked. I then drove for 45 min to Langford only to find out that they only had one, and that one was on a display model.

I waisted over 1.5 hours only because one of your customer service representatives decided it took too much of his time to make a simple phone call to help me out. I understand your staff work on commission, but being so rude as to not help a customer when they realize that they will not fill their pocketbook should not occur.

Awful experience! Sales people are very poorly trained and when you want to fix the matter at hand the management team is extremely disinterested and unhelpful! I had not dealt with the Brick in over ten years because of poor customer service and made the mistake of going back last weekend to purchase a new mattress... Now I am stuck with an old mattress because no one thought to point out they would refuse to pick it up upon delivery of the new one and the only solution is another inconvenience and my time and money... the last mattress I bought from another store picked up the old one without a second thought! Shame on you Brick store, obviously greedy for the sales without a care in the world for the customers who support your business!

Hi
This is to tell u that I bought 3 sofa on 31 march from the brick. And only after few months we have noticed that the place where we put our arm the foam is pressed down for all three of them. Also the color is fadding where we sit. We have the warranty and the receipt with us. I don't know if it can be seen properly in the pictures but it's very noticeable when u see it live.

Thank you
Amjad Nazir

When we ordered the sofa, we were told that we cannot choose the specific delivery time of that day, which means one people must wait at home, we made several calls to customer service and tell them the earliest time we can schedule the elevator is 10 am, they said "the system schedules the time, there is nothing we can do"

OK. Fine.

We received a call one day before the delivery and were told they will come in the morning from 8-11, we said again that we can only use the elevator until 10, please come later than 10, they said they do not know if it is possible.

So unbelievably they came at 8:30.
And they left because the condo manager did not allow them to load, because the earliest time we can use the elevator is 10 am.

OK.Fine.

Then we made several calls to ask if they can come back later than 10.
What they said was sorry and they can schedule another delivery on a different day.
Here is the conversation:

Me: Are you able to come again today?
Delivery centre: No.
Me: So are you going to reschedule it
Delivery centre: Yes.
Me: That is interesting, will your computer still schedule 8-11 for this area?
Delivery centre: Yes.
Me: The earliest time we can use the elevator is 10 am, you will still come at 8 or 9, we still cannot get it.
Delivery centre: That's right
Me: Why waste your time?
Delivery centre: That is not my problem.
Me: Can I get a refund if I go pick it up? (BTW $89 delivery fee)
Delivery centre:No.

OK. Fine

I really regret buying there right now, delivery fee is expensive and the service is unbelievable upsetting .

Frustreated, angry and truly upset, its about all I can say right now. After buying a stove from the Brick over a month ago I didn't expect to have to wait well over a month to have it delivered and be told everytime I call next week. This is a very poor way to deal with customers. This will be the last time I order from you and will make it a mission that no one else does either.😡

To whom it may concern,

This is Barbara and David Elvery and we are emailing in regards to a purchase we made a few years ago. We recently emailed customer service regarding a couch we bought and how there seems to be a defect in the material as it has started to rip without much usage and even included pictures in that email (which we will include in this email as well.). We were told by customer service that they were unsure if anything could be done for us and the best thing to do was to go to the location we purchased the couch and speak to someone there. We went there today (Tuesday October 16) and they proceeded to tell us there was nothing they could do for us. This is extremely disappointing as we paid over $900 for 1 sofa and it has ripped due to something we have no control over.

The rips started off small and almost like a discrepancy in the leather, as you will see in the first 2 pictures, and eventually spread and ripped on its own as you will see in the last picture. Not only is this an eye sore but our money has pretty much gone to waste as we purchased this with a 3 year warranty and due to it being 1 month after the warranty was over they told us nothing can be done to even help us out.

Secondly we are extremely disappointed with the sales tactics reflected on the company, we told the people at the location how disappointing this was due to money being wasted and they proceeded to tell us "well maybe if you were buying something today we would be able to help you out". I believe this is horrible customer service and has put a very bad taste in our mouths; not only are we long time loyal customers (buying everything from a sofa, love seat, dining set and beds from the BRICK) but your customer service team is pretty much telling us they can help us but they do not care to help us unless we spend even more money as if paying $949+ tax for a sofa and an extra $249 for a warranty is not enough.

Please help us to resolve this as we are extremely disappointed with this service and company right now and will most likely be avoiding any Brick purchases in the future. Unfortunately at this point we will not recommend your company to anyone we know as the customer service has been horrible in helping us deal with and trying to figure out what can be done after spending a bunch of money on a couch that doesn't seem to last past 3 years with hardly any usage. At this point we pray the love seat we also bought for $939 does not do exactly what this sofa has done.

Barbara & David Elvery

Purchased sectional and received defective piece of furniture Contacted customer service and I was offered $100 store credit as they said it could not be repaired. I said no then they offered to replace but I had to pay delivery. I spoke to store manager and he offered half price delivery fee I paid fee and set up delivery date then they called me and changed delivery date saying it wasn't confirmed when I confirmed during payment of delivery at the store in person. I had to take vacation day to be home for delivery and I rec'd another defective piece of furniture worse than the first one. I again contacted customer service and again rec'd no apology at all and was offered $100 store credit and asked if I would keep the piece. I said no and want it replaced. The next shipment is not for over 2weeks! I believe I not only should have rec'd replacement loveseat but also $100 store credit for all the inconvenience I purchased set 25/18 and won't receive until sometime in nov, maybe! I may receive another flawed piece. Very poor customer service! I won't shop the brick again

We moved to our new house in Kanata, ON and decided to buy whole house Furniture from so called "THE BRICK". Since then we have nothing but issues and issues. You guys are giving me unnecessary stress and depression. We have received partial damaged Furniture, When we request for replacement we got another piece which was more damaged then the other one and hats off to this Kanata location no one pick up there phones never answer customer. Great Service. Never Ever going back to BRICK neither referring any one to BRICK. All I wanted my furniture what I have paid for but no I can't get that. Is this some kind of joke after spending thousands of dollars we don't even get what we order and paid for? Great. Hopefully someone will read this I doubt it will reach to anyone ears.

@1 Aug. 2018 purchased 2 recliners from The Brick in Mississauga. One has never worked properly. Tech.came on 2 Oct. 2018, says chair needs replacing, will pass on info and gave me a reference #.10 Oct, called Brick..waiting for part!. 11 Oct .Call from Trans global delivery, say part will be delivered24 NOVEMBER 2018.
16th Oct. tried to get in touch with Brick after sales rep. advised me to go this route.
Service so far stinks.
K. Pedder [protected] 16th. Oct 2018

We purchased a bed frame, washer and dryer, dining room and kitchen tables, sectional sofa and coffee table back in March of this year. We specifically mentioned we were undergoing a major renovation. Shortly after we received a call notifying us that OUR WASHER AND DRYER WERE SOLD to another customer. Then we were forced to take shipment in June. We finally finished our renovation and opened the box to the king fabric bed frame only to see that two panels are a light grey and two panels are a dark grey. We called the Brick and were told we would get a call back and never received one. We called back today and are now being told that they refuse to exchange the panels for the correct panels because we are over the 90 days. This problem needs to be fixed as we spent thousands of dollars there! This is now the third problem we are facing with NO corporate phone number to call. Lawyers will be involved if not fixed.

I had written the following email to their customer service department. Till today I have not received any reply, not even an acknowledgement. The email gives all the details. Please see below:

Sales Order Number : 08308H2RLFO

Balwinder Kaur
Wed, Oct 3, 6:27 PM (10 days ago)
to hss

Hello,

We purchased 8 pc. bedroom set on 30th August and were informed that delivery would take place on 2nd October between 10.15-1.15 pm. I called around 1pm just to check status of delivery. I was informed that the delivery was taking place at customer number 8 and I was next in line being number 9. After 15-20 minutes, the truck came. One of the guys asked me where it was to be placed and left all the packages in that room. When asked me to sign the slip and I asked why he didn't unpack and install and he said that wasn't his job. I asked him if there was a change in policy because when we bought another bedroom furniture in 2014, everything was installed and they took away all the garbage cardboard boxes. He was very emphatic and said that they were not going to do it.

So, I tried to call customer service at Ashtonbee store and twice the bell kept ringing for 10 minutes and no one answered. Then I called our salesperson, Iqbal and asked him. He said they were supposed to install and remove boxes. He said he was going to customer service and I should also call again. Again on second attempt, I talked to customer service representative and he also confirmed that they should have done it. So, I asked him to call them and tell them to come back but he said he couldn't do that as they had other deliveries. So, I told him to send someone else the next morning, i.e. today but he said he had to ask delivery department and it could take upto a week or more.

I can't understand how you expect us to live for a week without our belongings in proper place. I was alone and not feeling well and my husband was even sicker and had gone to the Doctor. Both of us being sick and at ages 65 and 72 years were not in a position to do all that work. So, I had to call 2 guys to help and set up everything and dispose of the garbage and cardboard boxes. I had to pay them $500.00

I am really disappointed that Brick treats loyal customers like this. We have bought Leather sofa sets, table sets and 2 bedroom sets from Brick and can't understand why Brick does not give proper instructions to their employees or delivery staff. Even the guy at customer service was not helpful at all and very rude. I am really upset at being treated so badly. The least Brick can do is to compensate me for the cost I incurred because of inefficiency at your end.

Ms. Balwinder Kaur
Phone:[protected]

Purchased July 2017. Over $2, 000. As of February 2018 submitted an inspection request (as instructed by store) because the material of the mattress was covered with pilling. Horrible looking. After much waiting finally received an email from the manufacturer asking if I received my mattress cover! And that was the end of it. I have submitted numerous replies to the manufacturer that I am not looking for mattress cover but a NEW MATTRESS as this one is defective. I have received no replies, no assistance. The store refers back to the manufacturer- not their problem anymore. Warranty only covers sagging. What kind of crap is this? A defective product is a defective product. I have never seen such disgusting customer service from any company in my entire life.