The Brick
Reviews and Complaints

A few weeks ago my wife and i went to the store in Bathurst New Brunswick and purchased a kids bedroom set and a rocker recliner and was supposed to receive a free echo dot which we did not get. I called the store twice and was promised i would receive my " free gift" which i never did and never as so much as got a phone call from the salesperson! Very disappointed in the salesperson and manager for not doing their jobs! I would like these employees to be reminded and educated on the importance of customer satisfaction and i feel like i should receive my " free gift" as well as a generous discount on my next purchase which if made will be made in Moncton New Brunswick, u will never shop at the store in Bathurst again!
Thank you i hope this matter gets resolved.

I have already sent about 5 complaints regarding broken bed and saggy sofa cushions but no reply from company. May be for when the warranty period is over.I have taken all this furniture on loan from brick and repaying the instalments regularly and inspite of that I am sleeping on the floor because the bed is broken.Pl replace or repair the furniture at the earliest before the warranty period is over. I hope you will do the needful at the earliest. Thanks in anticipation.

The above dinette set was on sale for 399.00 on Friday and I was trying to get it online but for some reason i was having issue n could not get. Kept on trying n finally in the morning it worked but unfortunately the price was back to regular price of 599.00. I called the store to see if they could honour the price but they refused. I am good customer of brick n always buy furniture from brick

I made a payment at Hearland -the brick for the amount due on Aug 22/18 On my The brick card. When i got the statement on Sept the payment that i made on the card was not listed on the statement. I immediately went to the store to check and said they will me back.. its been almost two weeks and the issue was not ressolve? Where did my payment went? I suggested for a refund but they are not able to do at the store and yet they are taking so long to find out where the transmission problem with my payment. If i paid something i would expect to have it transmitted in the right account and if there was a problem at the brick's end then be considerate enough to escalate and resolve the issue as quickly as possible. Is been almost two weeks and all they could tell me is they are still wating for an email from accounting... what the hell is that? Where did my payment go!?

There is more than one person same issues as me in here the brick lies to customers ripps them off I was called back manager khon he didn't want to see me I paid two accountants to do the math two opinions and with his physic powers he told me exactly what happened and why without having records or receipts no info no nothing everything is sent to td financial in the states but he did it he told me what and how and that I am wrong the products bedroom set wich is peeling and bubbling only 2 yrs old my guests laugh when they see the coffee table I cover it now all peeled off the fake wood sticker on top its a pretty big table I cant get a refund on the garbage I bought I cant come in with the spreadsheets my accountants did I cant get the extra interest taken off because the brick doesnt make mistakes is that why 10 thousand complaints are here and none of us received help with all this misery your store causes why are you guys opened and sell garbage the the customer service people and the supervisors all said its a mistake that's too much interest the amount of the purchases are half the amount of the interest but according to the managers physic ability I am wrong and according to him I cant I am wrong I wish I had the presidents number but does he answere the phone your store should treat people like they are somebody not let them leave in tears after 9 trips to the store and 11 calls to the td financial blaming its the bricks fault I went to check out ashley's furniture wow real wood real furniture and the best customer service the best treatment I told them what happened they say its happens a lot yup I showed them the pictures they couldn't believe it and to think its across the street from you guys devastated I am paying it going to call the bbb now

Date: Sept 13
I went in to the store on Sept 13 and spoke to the rep from customer service. she told me that they do not deal with warranty issue at the store level and provided me with an online web site to make a claim. so I went home and did it and got a confirmation number 3667993 on Sept 13. On Sept 15, Gena from TransGlobal service national operation team email me back that the case has been escalated to supervisors however she won't be back until Monday Sept 17. so I waited it. On Sept 18, I email back and no one has responded. so I did another follow up email on Sept 22, still the same. no respond.

on Sept 25, I called the number from Gena original email. [protected]. the rep Cherrie Aylwin told me to go back to the store to make a claim because she is only dealing with appliance. as you can see, it is very frustrated. after I explained to her. she was able to help and escalated to the store.

so I called the store and spoke to Evami and she said my claim got rejected. first of all, no one has contacted me since Sept 13. 2nd, I bought the 5 years warranty from the sales person Rosie 3 years ago. She tried to sell us the 230+tax warranty and told me and my wife that it will cover everything. we were doubtful and asked her. and she showed me the document "The Brick provides you with comprehensive coverage for defects in the construction of your furniture resulting from normal, daily use. With this Plan, your furniture is protected and will provide you with the comfort in knowing that we will repair your furniture in the event you require service." we asked her that if the colour faded away under normal, daily use? she said yes. so we bought it. Now, when we tried to make a claim, it got declined. Then Evami said she has escalated to her manager Ilona who will get back to me. I asked her how long would take? she said she can't promise. I told her I have waited since Sept 13 and today it's Sept 25 and I have to do follow up. No One has contacted me or email me about the claim. she said just wait
and here is another ticket 3699219.

I asked her if there is a president office I can make a complaint and she said there isn't any.

my wife and I are very displeased with this service. very unprofessional. despite people said about the Brick warranty, we believed the sales person 3 years ago. and now it proves it. if we were told the Truth, then as a consumer, we have a choice. if we were misleading, then it's not the best business practices.

Should the brick honour the warranty they originally sold to us. we hope they can honour the warranty that we bought 3 years ago or refund the warranty money we spent 230 plus tax.

Hello my name is Jason Torok. I have be trying to get warranty service for my Samsung washer model# WA52J8700AP/A2 since june14, 2018.
My original calls to your warranty department call number start on June 14, 2018. I was instructed by your call center that someone would contact me within 24 to 48 hours to set up for repairs. No information was gathered at this time other than my name and original invoice number ( 06075AE1004001 ) purchased June 7/2017. At this time I waited approx 3 or 4 days and called back again at that time I was instructed the same thing that someone would contact me. Yet again I had no contact from anyone. This went on multiple times until July 14, 2018 when I demanded I talk to a supervisor in charge. At this time I was forwarded with much fighting and insistence on my part to a man named Omar I believe ( this name could be wrong but he told me he was the only man supervisor they had). At this point I finally received a reference number for service. ( 347969 )
He told me that a service tech will contact me within 48 hours. I waited yet again until July 16, 2018 when I called back to warranty and asked to talk with Omar directly. At this time he said he would escalate this and have a repair place contact me today. Well that did not happen so after calling back daily and talking with who ever would answer the phone and being told they would be contacting me I did finally receive a call from Quality Repairs out of Drayton Valley on July 23, 2018. He asked me the issues and I explained to him. At this point he had me send him pictures of model tag and machine. He said he would order some parts and try them. I asked when I might expect him to come for repair. He then instructed me he was leaving for a 2 week holiday and would not be back until the week of aug 13, 2018. Then inmormed me he would set up a date of Aug 16, 2018 to come repair and I asked why so long to get a repair date. I was then told he only comes toward my house on thursdays. Even though I am only 27km from Drayton Valley. I asked is there nobody else that can come sooner at this point I was told "I am a one man show and this is my area so when I take holidays you wait till it works for my schedule". So I wait. On the morning of Aug 16, 2018 approx 10am I get a phone call from Ryan at Quality Repairs. I ask him did he receive all the parts and his reply is I don't know I have to check. He will call me back. He calls back about half hour later and says That he did not receive all the parts he ordered so he will not be coming. He will reschedule for Thursday Aug 30, 2018 I yet ask again why so long. He says parts won't be in until then. I then tell him Aug 30, 2018 will not work for me unless it is after 5:30 pm at night. He okay he will come then and sends me a text stating that. On the morning of Aug 30, 2018 I receive a call from Ryan saying he is coming today this morning. I then remind him that I was not available to be home until after 5:30 that evening. He then says well he's going to do his run backwards then and see if it works or not. Then he tells me to provide him with a key and password to my home alarm so he can just go in and do the repairs because he does this all the time. I refuse and ask is this common practice for him and he says "what you don't trust me I have been in business for 30 years and you think I'm going to steel from someone like you!" I yet again refuse and am not overly impressed with sort of treatment. He says fine I'll call when I'm done my other calls and you can meet me then. I again tell him I am not a available until after 5:30 and he says can't you get someone to come and let him in, I again tell him this is not possible. He then say fine I'll call this afternoon when I'm done my other calls. I again tell him I can't be home till 5:30. He hangs up the phone. So approx 2:00 in the afternoon he calls and says he is on his way to my place and I ask him if he didn't understand I could not be there till 5:30 at that time he tells me his is not driving back out to meet me at that time. either I come now or schedule the next Thursday available to him. At this point I become upset after waiting so long already. He says to bad it only me that deals in this area so I need to work around him. At this point I hang up and call the warranty number again and ask to talk with supervisor and was told they would get back to me within 24 hours. He we are again now after multiple calls daily I do get a call from a fellow name Juvnial he tells me that Quality Repairs is the only person to service my area. I at this point tell him this is unexceptable he told me he would have a manger contact me. Finally after many more calls to the brick customer complaint phone number and leaving messages finally on Sept 4, 2018 I receive a call from a Geraldine she instructs me that she is an Obbudsman for transglobal warranty I explain the issues I am having to her. She then tells me she will see what she can do give her a few days. I do just that and later the next day she tells me she has found a different repair company willing to come fix my washer and they will be calling me. That evening I get a call from a nick from the new repair place. He was very helpful and concerned with my issues. I explain the issues and sent him a picture of machine and plate numbers. The following day he calls me and says he will be ordering parts and I will hear from him soon as they come in or he would call me in a week to let me know how things are going. Nick does contact me again on sept 11, 2018 and informs me parts are not available for approx 2-4 weeks. He will contact me soon as they come in. I tell him thank you and hang up. I then call Geraldine and leave a message for her to contact me. I do this every day until Sept 17, 2018 when she finally contacts me. When I finally do talk with her I express how unhappy I am with this and I want my washer replaced because this is totally unexceptable. She tells me she will get back to me and see what she can do. Finally on sept 21, 2018 I call her again because I have not heard a thing from her. She finally returns my call at approx 3:00 pm and tells me there is nothing she can do because wait time start all over when a new repair place was assigned to me and it is out of her hands. So this has lead me to contact the office of the president for The Brick. Below I will provide contact names and number of whom I have talked to and screen shots of text messages I have received from Quality Repairs stating the time of said repair appointments. I can be contacted directly on my cell phone at [protected] or email at [protected]@telusmail.net. I do prefer phone call.
Thank you for you time and do hope to be contacted very soon

Trans global Obbudsman Geraldine [protected]

Further to our telephone conversation, please see the attached
in regards to my warranty claim for scratches on the leather of
my couch and love seat.

I have purchased a 5 year extended warranty on all furniture purchased
at the Brick. Waiting for your response to solve this matter.

Once again, for reference my phone number is: [protected]

Thank you,
Ms. G. MacMillan

This is not the first complaint, every piece of furniture I purchased was damaged! The customer service was terrible! When they ask me "can you live with it" I am LIVID! I spent over 12, 000.00 dollars at the store and I am so disappointed! Why pay for additional warranty when it is not honoured? You people are crooks and you should be ashamed of yourselves! How you get away with this is beyond me.
Something must be done to stop this! Nothing has been done to resolve these issues. I haven't received a response from you people either! Wow, yes really great customer service at thebrick!

This happened at the store in Simcoe, Ontario on September 20th at approximately 3:30 p.m. I was at the customer service counter and when I turned around my foot caught on one of the mats that were piled up on the floor. My right arm was cut open and is now badly bruised. They did give me first aid in the store. I spoke to the owner, Nigel, who didn't want to to an incident report and told me that it was my fault and that I should have watched where I was going. I was in the store waiting for Trevor who will always deal with at that location. I was going back to talk to him about rugs for our new apartment and also the purchase of a new bed.

George Barber

The Brick is LIAR!
I purchased an electric range in Dec 2012, the sale highly recommended us to buy the 5 years warranty for $150. If I didn't claim any warranties/repair, I can get the $150 store credit after 5 years. I thought this was a good deal, so paid $1000+ in total. The receipt I received was listing all my information and product detail even my credit card information. The sale also attached his name card with the receipt.

In Nov 2017, I moved into a new house and everything was mess up. Recently, I found out this receipt and went to the store yesterday. The customer rep said I can't get $150 back because I pass the 90 days due date. PASS THE DUE DATE? The receipt didn't mention a due date. Then the manger came and took a look at my receipt, said "this is not the original receipt, I cannot look at your file on system and you cannot get the $150 back because it pass the due date." This is my ONLY receipt from your store, and my information was on the receipt clearly. I asked "how's the original receipt looks like." She said "It's colorful, not black and white." I never see that before because they NEVER give to me. She also said I couldn't get the store credit even I came back during the time range they set, because I didn't have ORIGINAL receipt! She told me it's my responsibility to read all the rules on their website. What if I don't English or don't know internet?

It's all lies. They don't want to give the money back to the customer in anyways. I don't think they will repair my range if I had problems in these 5 years. Because I don't have the ORIGINAL receipt, no, they never plan to give it to me. I will not buy anything from The Brick anymore and I will tell my experience to everyone I know. "The Brick is a liar! Don't buy anything from them!"

Hello,

I ordered a twin bed from the Brick in Thunder Bay. I was told it was in store Sept 17th so I called at that time and was told it was not in and they would call me. I called today (Sept 20th) because they have not contacted me and they said it was in the store. I asked why I was not called and they said that I was told it would be delayed, therefore, it was my fault for not calling them... I spoke to the manager and I said that is not acceptable. I had paid for someone outside the company to deliver the bed on the 17th and it was a no-show. The manager said there was nothing he will do when I asked he has it delivered to my home for free due to their mistake. He was very rude and said because my bed was inexpensive he will not do anything.

Nice job guys, now I am going to get a refund tomorrow! I will never buy from you again.

CALL ME PLEASE: [protected]

Hello on Sunday Sep 16, 2018
Nanaimo Store The Brick

We went to the Brick and just looking around for mattresses for our daughter.
We where greeted by an older lady Roxanne B, and asked what we where looking for and took us straight to the kids bed section.
She was kind of helpful but also pushy. But we did tell her we are only looking around.
Roxy Still showed us around for about 20 mins and showed us a bed that we liked and that was budget friendly for us. She was also going over the paper work for a Brick card as we have had a Brick card time, time again, she procreated to go off about it. We told her we would pay cash for a small perches.
Roxy still proceeded to go off about getting a $5, 000.00 Brick card and telling us about payments but she didn't get the hit we where not interested.

Roxy took us to the computer and to show us price and what would be good and then showed us all the different metal bed frames and what would work the best and better support. But I didn't know she was doing an order for us as I've been a long time customer for over 10 years. When she was typing my name in and then she asked for my address I asked her why do you need my address as we are only looking.
Well Roxy's attitude changed and got all snippy at me. I said we will have to look around and see and have to talk about it. I was nice about it as I've been working in customer service for almost 20 years. I asked for her card and told her we have to think about it and she began to give me more attitude and told me that if we come back she would appreciate us coming back to her as she rudely told me this is how she puts food on her table.
As a person that has worked in sales and customer service, she had no need or right to tell me how I better go back to her. I was upset and I'm a mom of a 11 month old and struggle so hard with cost of living like everyone else.
As we looked around town and didn't find anything as a good deal we went back to the Brick and me being so nice because she did the paper work I felt obligated to go back to her.
But when I went to find her she walked right by me and ignored me and then she talked to me like she didn't know me. I told Roxy you don't remember me as I was here and hour and half ago. She looked at me with a and said its been a busy day with a snotty voice. I brushed it off and told her we are here for the bed.
And Miss Roxy's attitude changed.
We did the order and I payed for it. I wanted to ask for a manager but I had my 11 month old and its a long day for my little one.

I'm righting you as I was not impressed with Roxy's Attitude and what she said about this is how she puts food on the table. That is not right nor none of my business. As a long time customer with the Brick of 15 years this will be the last purchase I will be dealing with the Brick. This just put me off and a lady over 50 should know better about customer service and been working at that store and your company The Brick. for 13 years.
Sad I've spent a lot of money at the Brick.

The brick

On friday sept 14 2018 I was at the brick on 90 ave macleod trail se calgary. I saw a white sectional couch soon after I came to the store which had a price tag of $239.98. Amazed by the price, I called the worker "mathew" to ask if we could purchase this item. I commented on how I was impressed with the price. He mentioned that I would end up with the floor model because of the price. I still agreed to buy it. After about 5 minutes he came back with the manager "valentino" a lady who told me this price was for another item. I let her know the tag is clearly hanging on this white couch fully attached and that according to the pricing policy, we should get buy the item at the displayed price. We did not come to an agreement and I let them know I would write to the brick about this awful customer experience. Retails in canada accept and are legally bound to give customers the items for whatever the price displays as the price. Please help me get the couch for that price or do something as a gesture of good faith
About this frustrating and disappointing issue. I have the pictures and everything and will be sending it in if need be.

Sincerely,

Frishta t

9655 macleod trail sw, calgary, ab
Phone: [protected]

Hello,

We bought BELLA 8 - piece Queen Panel Bedroom collection from Brick Outlet Centre on 29 June and paid $1296.98 as per invoice number 062987BFKWF (invoice screenshot attached)

We had a clear discussion with the sales person that this is 8 piece Queen Panel bedroom including the Chest and Side table top part. However we have just got 6 pieces and did not get the chest and the top part of side table which connects to the bed is also missing.

We checked the BRICK website this morning and found that same 8 piece unit is being sold for $1274.98 including the chest. (screenshot attached). Here is the Web Link: https://www.thebrick.com/product/package/furniture/bedroom/bedroom-packages/bella-8-piece-queen-panel-bedroom-collection/2023761/2024209

The bedroom set was delivered to us on 3 different dates and we were expecting chests and balance parts also to be delivered with last delivery. There was also a damaged drawer which has been replaced last week with new one.

Kindly let us know how this complaint will be resolved. We wish to get the Chest and top part of side-table as was shown to us in showroom.

Thanks,

Jay Makwana
Cell: [protected]
Email: jay.[protected]@gmail.com

Sofa broken two parts in one year. Calling the brick for repair. More than 3 month after my call, they took it for repair. A week later they sent me sofa back but only repair one thing not another. The trans global customer called me second time for delivery and confirmed it was been repaired. However, it was not. On the third time delivery I waited all day and delivery not even come. When they called me for another one they said I am not cooperate for their time. Blaming me for their failure. Now, I am still waiting. I am not going back to the brick in my life again. Not recommendatento any friend, family or colleague.

Tony called me this evening. I purchased kitchen chairs and a table a week ago. Tony said that the brick would hold them for me until my kitchen renos were done, in one month. Tonight when Tony called he threatened me that if I did not pick them up by Saturday, that he would sell them to another customer. I stated that I want my money back for them then. Chris Allen, the sales manager then called and said that I can have a refund for them.."no problem." I then asked for an apology from Tony and Chris said that "you can ask for an apology all you want but, I'm not going to do that!" I stated "fine, I will contact the head office!" I live in thunder bay, Ontario, Canada. my number is [protected]. Thank you for your consideration.

Gwen Blake

I purchased one Queen Mattress and Queen box in July 2018, within two months the matress came up from one side and lot of insects coming from inside box and mattress. Don't know from which Warehouse or place you picked matress full of insects and deliver to me.

I claim online last Friday, the form was so much lengthy. I filled it every details with postos but today I got rejection. Nobody came to my house even for inspection.

I am very upset from The Brick and decided not to buy any product in future. Treat your customers as human not animal's. I don't want insects to bite me and shape of mattress one side completely change.

Change my mattress and box immediately otherwise I will go to consumer court.

Regards
Pradeep Kumar
+1-[protected]

Good morning, I purchased approx $11, 000 worth of furniture from the Brick (Ottawa Hunt Club location) at the end of July. I had the majority of my items delivered the week of Aug 6th. I was told that the remainder of my furniture would be delivered in the middle of Aug and that the last of my items delivered the week of Sept 3rd. I never received a delivery mid month, so I called the week before Sept 3r to confirm my delivery date for the following week. This is when I was told, for the first time, that the ‘items are on back order' and would be delivered at the end of September / early October. I was quite upset by this news. It was never communicated to me at any point throughout this process. I was told that the store manager would call me back to discuss my options. I have yet to receive a call back. I have since called the stores multiple times a day and no one is picking up or is calling me back. Hence this complaint at present, I do not know how to reach the store for a proper follow up. This whole experience has now changed my experience of your staff and store. Part of why I chose the Brick, was so that I could obtain all my furniture within a timely fashion. I spent quite a bit of money furnishing an entire house; I expect better service and better communication in return. I am missing furniture that I have been waiting for now, for over a month. When friends and family come to visit, I have to explain to them why I am missing a loveseat, a piece to my sectional, a media unit, etc. I work in customer service so I recognize the value in maintaining good customer service and happy clients. And the impacts that word of mouth have on a business. I am finding difficult at present, to speak highly of your company to the people I speak too.
Please rectify this situation asap. I would really appreciate a call back with an explanation and clarification on how and when the Brick will make this better.
Thank you kindly
Chrissy
[protected]
Sales / invoice number is # 0727834DZRQ

Sale order # 06278EAZBRW
Approval: 862566
Receipt # 06298EADOTA

My name is Lisa Sam and this is the second time I've sent something in writing regarding my issue. In my last correspondence I had asked to be contacted by a Regional or District Manager back on Sept 4th, but have not been contacted by anyone. I ordered appliances on June 29th for a pick up date of August 17th when I was moving into my new home where there were no appliances waiting for us. I was contacted about a week before our moving date, told that they would be a week late. Since I wouldn't have my moving truck anymore they were set for delivery. When they were delivered on the 25th, the wrong dryer had been ordered. I assume it was ordered incorrectly by the sales person at the Chatham location but according to Matt Demers it was a system issue. I am quite upset with the service and level of compassion I have not received during my interaction with the Brick in Chatham. Matt has basically absolved himself of any responsibility and as for compensation offered me $100 which is quite insulting considering all the troubles this has caused me. Not having appliances for a week (fridge/stove) and then not having a complete laundry set for a month now and I have 2 small children under the age of 4.
I would have expected to be offered quite a bit more of a substantial compensation for all the troubles I have experienced with the Brick and would suggest some kind of training for the managers at the Chatham location so that they can handle these situations with a bit more compassion. I still do not have my dryer to date, after being told it would be available for pick up August 31st, then to go to the store and be told that Kayla who told me that originally was wrong and there would be no gas dryer until September 12th! Totally unacceptable and a horrendous shopping experience. At this point I will never shop at the Brick again and I will make sure I tell everyone I come in contact with not to shop there either. If you were to take a look at your reviews you will see that you are not creating a wonderful shopping experience for many others out there as well. In this day and age with so many other options out there and competition, you may want to re-evaluate the whole customer experience that you are providing to people.

The table will not extend wide enough to accept the leaf. This was reported to the Brick 3.5 weeks ago I am still waiting for a new table. The tech was here the table is definitely defective, as I'd mentioned to the Store Manager - who I must say was less than pleasant to deal with.. I am once again expecting company and can only have available seating for 4 as opposed to 8. Dale (store manager at South Common) is well aware of my situation and when I called to arrange for delivery it was set for the day after my company and myself are heading to Calgary. I will have a total of (5) days without seating, Dale did say that when it was determined the table to be defective he would get one to me asap, possibly before the weekend was over as long as there was one in stock - he checked inventory and there was plenty. I was thinking he meant Sunday, again he is fully aware of this issue and the fact I've been waiting for 3+ weeks for a reply, taking the response delay by the Brick into consideration there is really no reason we should not have our new table. Dale also informed me that they would disassemble the defective table that was here but would not assemble the table to be delivered - in my opinion totally unfair I've already assembled one table. When I reminded Dale of our previous conversation he insinuated I was a liar and that I was being completely unfair. Being called a liar was extremely upsetting - extremely! I wished Dale good luck as the manager and suggested he should take a course or two in Customer Service as it was certainly something he was lacking in. This is my 5th issue with furniture purchased from the Brick, all previous issues were dealt with quickly and certainly with respect and understanding. Due to the interaction with Dale and another employee (Emily) The Brick will no longer be an option for my family when considering furniture electronic or appliance purchases. It's unfortunate the $6000 our family spent has gained no place as far as customer service is concerned. I also intend to contact Desjardins Credit to explain this as I will be paying off their card and closing the account with them since it is for a Brick card. Too be dealt with in a rude and disrespectful manner by anyone, let alone a Store Manager who happens to be a Man, especially in this day and age is completely uncalled for and I will find a way to deal with that as well. Customer Service and Respect for the Customer should always be #1 - that's truly how a business is built and how it survives. Being dealt with in the manner with which I was deserves further conversation and I will reach out to my lawyer to see what steps to take. Unfortunate indeed!