The Brick
Reviews and Complaints

I've purchased a few products and bought the 5 year warranty. Furniture didn't deliver. I received a credit note. Was never told I had a expiration date for my own credit note. Was resolved. And was told to not worry the head office will reinstate for me anytime. It's just an automated system... and now they have been refusing to give me my credit if $812.00.
A company this big shouldn't be scamming their clients with false information and than now say it's been too long. We can't give you your credit anymore. Lol. It's like I am asking for free money or products from them. That's mine! No one is replying to my emails for months. Everyone avoids me. Even the head office. So maybe someone used my credit from the company and now they don't have it to return to me?

Michele Luu

Friday August 31, 2018

Attention Customer Complaints Department:

Last summer (August 2017), I went to The Brick in Barrie to purchase some furniture. I was advised that I could use my Brick card for the purchase and didn't have to pay for 18 months, so that's what I did. A few months ago, I received a letter from collections stating that I hadn't been making payments, but I was under the impression that I didn't have to pay for 18 months. After I investigated the issue, I found out that one of the items was only on a "don't pay for 3 months" promotion. I was completely unaware of that. I panicked and paid the whole amount right away. The balance is currently at $0. While I was looking into this issue, I was made aware that this put a huge negative rating on my credit report (Equifax). I spent countless hours at the TD branch with a financial services manager and we also spent a lot of time on the phone with TD customer service (as they were the financial institution for The Brick at the time) and no one could help me. I even went back to The Brick in Barrie (and I live in Toronto, which is an hour away) and spoke to the store managers and they weren't able to help me out. I even went to the Equifax head office to resolve this, but there was nothing they could do. Everyone I spoke to said that I need someone from The Brick to write a letter. I was misinformed and the promotions were not made clear to me. It would have made more sense if I had received two separate bills for each promotion. Then it would have triggered me to pay the one that was due first. I have been a long-time customer with The Brick and purchased a lot of furniture and because of this experience, it has left me with nothing, but negative reviews with The Brick and I will NEVER shop there again because of this experience. I will NEVER recommend The Brick to any of my family and friends because of this. I would not want them to go through what I'm going through. I am still fighting on getting this cleared from my credit report. I am unable to get any financial assistance with the bank (i.e. loans, etc.) due to this experience. I have a credit rating equivalent to a bankruptcy due to the misleading and lack of information provided to me. Again, the only way that I can get this cleared up is for someone at The Brick to write a letter stating that the promotions were not made clear to me and that the bill has been paid off and the account is now closed. Is there is anyone who cares at the Brick, please respond to my request, as I DESPEARTLEY need assistance to help resolve this issue.

We purchased a queen mattress and coffee table in mid June finally got delivery after much confusion end of July. Coffee table was damaged filed a complaint and table re-ordered. Were told it would be delivered on several occasions so we made ourselves available no phone call no delivery. I have placed over 10 phone calls they are always going to call and never do. I want the table but do not feel I should be making any further calls to follow up on this and be lied to again and again. We purchased this from the store in The Brick in Olds Alberta. Delivery is to our home in Bearberry so when we are told they will be delivering we travel from Calgary to Beaberry to be available and nothing happens no phone call no delivery. I have a new home to refurnish and was hoping to do it locally through the Brick to support a community store and I can tell you this will not happen now. I want my table delivered. I paid for delivery. I want to be contacted by them for delivery and now at my convenience. Dan Bouchard and Tara Bouchard - Work [protected] or by Cell [protected]

My husband and I have been waiting since early July for Bella storage bedroom set to arrive, given the run around for months, lied to about backorder over and over. We were promised at time of purchase that the set was on backorder but we would definitely receive it by August 3. On August 3 we were told that we would receive it no later than September 7. We were told this morning that we would be waiting two to three weeks longer. I looked online and it says January 2019. Reading the description of backorder and what yhat really means online is completely different from what the salesman told us at time of purchase. Have been living without dressers, nightstands for months now. We have spent thousands in this store over the years and are prepared to take our business elsewhere. The local management is rude and unhelpful as we have already paid so they no longer need to make the sell. We were told that we should have picked something else out, months later after waiting for this particular set. I am extremely disappointed in this company and how they have trained their employees to lie to customers. Unless I hear back asap about this set and what is really going on with delivery times, we will be cancelling our order and going elsewhere.

Purchased dinning table and 5 chairs...one of the chairs had a chip in the leg...Drivers were very rude.
Contacted the brick to verify when my replacement will be sent...now they are telling me I have to wait 4 weeks for another chair to be sent to me. So for the next month, I have to stand at my dinner table because the Brick needs a month to replace the damaged chair that they provided. I bought, a mattress set, lamps and this dinning set from you, with the service that has been provided to me, I don't think I will be back.

Brick sales order number is 073184CKZUH

Purchased 3 years ago, with extended warranty of 5 years, thankfully. About 1 year ago, July 2017, the recliner on one side began to sporadically open or close without being touched - this could present a safety issue around small children or pets. We have since had this repaired about 4-6 times, and since that time, the other side recliner got stuck in the reclined position, and would not work to put back. Another safety issue. Each time the tecnician would label it as 'resolved' and this prompted the manager to argue with me about the fact that it is not new, and it is still usable, without the recliner...that is not the point, if I wanted a non-reclining couch, I would have purchased it that way. Since the last technician call labelled it as 'repairable, according to the manager, we decided to give it one last chance...and guess what. It was repaired with buttons replaced and new wiring on August 21st, and as of September 3rd, the one side was again stuck in the reclined position...last chance. I now would like a call back from head office to resolve this issue as per the warranty wording. Thank you for your time, and please contact me directly.

To whom it may concern,
In August of 2017 we purchased a tempurpedic king mattress and box springs. We unfortunately did not like the mattress and used the 30-90 day warranty to select a new mattress. We selected a Simmons Beautyrest king size mattress and box springs. Approximately 10 months later (May 2018)the Simmons beautyrest mattress began to sag. We did the online application as per the requirements. We heard back that we did not have the proper supports. The Brick told us to purchase metal supports, which we did, and that the warranty would then be valid. We resubmitted our online application and heard from no one. I contacted the Brick outlet store in Whitby(that's the number I was given) and the manager there helped me.
We were told to go into the Brick and talk to customer service and they could advise us regarding mattress reselection.
We selected a new Simmons mattress as the one we were returning was no longer available. The mattress we selected was not the same price as the one we returned. We were told by the sales associate that the remaining amount of money not used would remain on our brick account. We went in today (Sept 1, 2018) to purchase a queen size mattress and were told that we had no store credit.
Management told us that there sales associates no nothing about mattress warranties.
We purchased a tempurpedic mattress in June, 17 2017 for $2999.97
On August 2017 we received the Simmons beautyrest for $2299.07. This one began to sag.
On August 3, 2018 we reselected a Simmons for $1502.99. This is the current mattress we have.
The price difference the 2 mattresses is $1094.96.
I would appreciate either a cheque being written in that amount and mailed to our address, or that amount being placed back on our brick account.
I have been a loyal customer to the Brick for many years and feel that this is unacceptable customer service.
I look forward to resolving this situation in a positive, respectful manner.
Regards,
Tammy and Stephen Stiles

We purchased a mattress and frame from the Brick at 5800 McLaughlin Rd., Mississauga, Ont. L5R 4B7. Telephone number: [protected]. The sales person was very good. We asked him if the delivery people would set up the frame and bring the mattress upstairs to the bedroom. We were told absolutely -NO PROBLEM. We paid the full price. We set up a delivery time which was Wed. August 29th/18. We received a call Tues. Aug 28th/18 advising the time was 12:30 pm to 3:30 pm. My husband went home from Work to receive the delivery.
The delivery people refused to set the frame up. My husband has a disability and is unable to do it. They said they could only set the frame that a Brick mattress was going on. ARE YOU KIDDING ME. They were to set the frame up not put any mattress on it. How does that work if no mattress was purchased just the frame!
I called the Brick and spoke to a staff, explained the situation. She too was surprised. I asked for a manager as this was getting ridiculous and I was getting a run around of words. No manager came to speak to the issue. The staff member said she would call back. She called back, clarified what I had said and had to call back again. That call back said the delivery people would come back to set the frame up last night. WE WAITED.
A call came from another staff that said the delivery people couldn't come until Aug 31st and a call today would let us know the time. WE WORK. NOT ACCEPTABLE.
I called and spoke once again to a staff that clearly was not listening. I asked 3 times for a manager and was told I would get a call back last night. Surprise Surprise no call. Customer Service is not a Brick priority. WE STILL AT 2:15 pm HAVE NOT RECEIVED A CALL FROM STAFF OR A MANAGER. We are extremely disappointed after having a good experience with the staff member who sold us the mattress and frame.
We recommended the staff member to a friend but last night told them to go to Sleep Country and provided the name brand of the mattress we purchased. Sleep Country matches the price.
Maybe the Brick could pay the person we will have set up the frame ( my husband's disability doesn't allow him to put it together)or the wages because it was clearly their fault they did not set up the frame in the first place. We chose to deal with the Brick because we were informed this would be done.
My husband and I are in the Service industry and if we treated people the way we have been treated we wouldn't have any business or jobs. I work for the City of Brampton in Customer Service. This is not an experience I will be quiet about.
There is no excuse for this behavior or lack of service. We are now thinking we will return the mattress and the frame and go elsewhere.
We will not be dealing with the Brick again.
Jacqueline Bouchard
8305 McLaughlin Rd S. Unit 19
Brampton, Ont. L6Y 5G3
[protected]

Recently purchased a washing machine and dryer from The Brick at the Mississauga location (3025 Ridgeway Dr, Mississauga, ON L5L 5P8). Upon arrival, the delivery personnel did a poor job of installing my washer and dryer by (1) damaging the dry wall trying to extend the vent to attach the sleeve for the dryer and (2) failing to properly install the washer by neglecting to attach the draining hose to the washer. Upon starting the washer for the first time, it resulted in a flooding incident throughout the house all the way down to the basement. Requesting restitution for home damages and insurance claim to repair home damages.

We purchased a dining room set for approx $3500 CAD. My Brick ID is
VUKMM176Z0
The invoice number is 0604858NBFE

We made a purchase from The Brick store in Markham, ON on June 8/2018
Upon delivery, we discovered that when we went to put the legs onto the dining room table, one of the legs was missing the rubber cushion on the bottom. We called the store and they said it would take approx 2 weeks to replace the leg. We received one leg via courier the day before we were supposed to pick one up at the store. Also, when I tried to put the legs on, the screws were of such poor quality, they kept snapping so I had to buy stainless steel screws to avoid that problem.

Then we recently had a dinner party. My wife went to place the platters full of food onto the table when we discovered that just over two months after the purchase, the table was so warped that the platters were wobbling on the table.

We were completely embarrassed because we had guests over and that's when we noticed how warped the table was.

We requested a replacement, which was delivered today, Aug 25/2018. This table is also warped. When we called the store, we were told that the table is supposed to be a little warped! That we should come and check out the floor model which is also warped!. There is no way that anyone should be told that a table they purchase is supposed to be warped!

All we want is our money back. We are being told that they would give us a new dining room set but we cannot receive a refund, even though our shopping experience and faith in the products in the store are completely lost.

Any other questions can be answered by my wife or myself. The information is all contained if you look up the client information number

Just a horrendous shopping experience this morning. We're in the market for a new couch and found one online that we liked. We went into the store to take a look but it wasn't on the floor to see, but the salesperson starts with the hard sell. Naturally I ask for a deal if I'm going buy a piece of furniture without actually seeing it first. Off to "the manager" who says..."this is the best price, I can't do any better". So I politely decline and keep walking around the store. We find another couch we like and it is also on sale. We do up the paperwork and then are told..."this isn't available any more, it has been discontinued" Begs the question why is it still sitting on the floor with a price tag!?!?! Naturally I inquire about buying the floor model, and get an even better price. But I am then told.."oh by the way, we don't deliver floor models" I don't know why The Brick is making it so hard for me to spend my hard earned money with them...but message received! I'll spend my money elsewhere!

this is my second or third time complaining no one has contacted me or helped me and I am still charged with 3800.00 of interest the purchases are paid off the bedroom set bubbled and the coffee table is peeling its not real wood its pressed wood with a lining of sticky paper pretending its wood 4000.00 dollars worth of furniture and still no one is accountable for the overcharge the brick is still blaming td financial and they are blaming the brick obviously its the bricks mistake seven trips to the Woodbridge location 10 phone calls to te financial dept at the brick no one talked to them just standing looking at me be desperate for help I work for two major retail companies from the states at customer service desk at Costco and Walmart the managers were and are amazing how they respond to customers my manager gives them 100 percent and more I was very humiliated and hurt how they just stood there and said we don't know you take my money 4000.00 dollars and you don't know why I am overcharged asked for a full refund no was the answered showed the pictures how the furniture is bubbling and peeling send then charged an extra 38000.00 I am desperate customer who needs help no one cares [protected]

Hi, our family purchased multiply items from BRICK back in January, 2012( washer; dryer; fridge; stove range); The sales person at that time: Mr RAJI G AARUSHI suggested to obtain extended warranty for all items and said that if we have no claim after 5 yrs we will be getting our money we spend on insurance for total over $500
I called today to Brick Customer Service and guess what I was told?...I do not qualify as I should claimed within 90 days after 5 years ...This is a rip off ! and a scam by your company as your sales rep NEVER disclosed that information to me! ...I find your sale reps been train only to push sales in the store but MISSING basic customer service standards and legal aspect of NOT disclosing full information to customers!
I'm expecting clarification on this issue within 10 business days ; Otherwise with contact my Solicitor or go to media for further action if required
Please note, I have all original documents and able to submit when require
Thank you,
your truly, Svetlana N; Toronto; Ont

In April of 2017, I purchased a sectional from S Common. The sales person persuaded me to take the extended warranty since I had a dog that had ripped a hole in my previous couch. She advised that the warranty would cover one time any damage that happened to the couch that was not warranty work. When I went to exercise that option, I was advised that I should have read the fine print on the contract (even though you don't receive the contract until after you have paid). The person I talked with (Hayden) was very rude and refused to either give me a refund of the warranty or have the couch repaired. I filed with the BBB and was advised that the extended warranty would be refunded (not the preferred resolution, but better than nothing). I was advised that I needed to contact the store to have the credit applied to my account. I have made 3 attempts so far. The first time I phoned, they advised I needed the Desjardins account # as they didn't have it, the second I took in my statement and they advised I needed the card, the 3rd time (Sat, Aug 12) after having to unpack and find the card (I am selling my house) they could not process the credit without a supervisor override and there was no supervisor until today, Aug 14 so they took down the information on the card and said it would be applied today, I did not need to return. Then I got a call today advising that I needed to return so they could swipe the card. When I complained they called back and said they could have the credit applied with the number only by Head Office. It would take 1 1/2 to 2 weeks. That will miss the billing cycle and the term becomes due in September. I do not want to have to pay the interest on the whole purchase because I want the credit to show. And I do not want to pay the whole bill and wait again for a refund. But that leaves me no choice but to have to return to the store for a 4th attempt to have the credit applied to my DSC account.

Not only was I lied to about the purchase, I was treated very rudely and have nothing but a run around ever since. I will never purchase another item from The Brick and I will never ever recommend The Brick to anyone.

We bought two reclining chairs in march 2016 along with a full 3 year blanket coverage. In in early 2017 chair # 2 developed a lump and the brick replaced it in april 2017. In june 2018 the replacement chair #2 started to blister and peel ( picture blister # 1 and blister #2. On june 25th i submitted a claim form ( event i.D. # 3401678) with pictures. In july 18 i called to check status of claim and was told to call back in a week. A representative from the brick came and took pictures. No response from the brick. Called aug 10th left message . No one returned my call. Called again aug 14th was told the coverage only covered skin for one year. It is obvious the the material on the chair is defective when you compare it to chair # 1 which is over two years old and is quite normal compared to chair #2 ( see pictures blister #1 & 2) which is only 18 months old. The brick should be ashamed to be selling a product of this poor quality . They should also be ashamed to take 50 days to answer my claim

I have sent 2-3 requests via your web page for missing parts.
Last email was 6 days ago and I have still not heard anything back. Nothing

Here is contents of the last email

2018 08 06 This is my second request to have missing parts. I bought 3 appliances from The Brick. The Samsung Fridge your delivery people were unable to get it through the door so they left it on the front porch. According to other appliance delivery they needed to take the doors off. So I was forced to have someone help me. Once we were able to get in and unwrap we found there were no bolts for the fridge handles and no grate for the water / ice dispenser. I contacted Samsung and was told that I must contact the vendor as it is your responsibility. I need this resolved asap

We purchased a sectional in April 2018. When I voiced my concern of the inability to restuff the cushions if the stuffing began to fall or wrinkle, they assured me if anything was to happen it would be in the first 3 years. Within the first 2 months I had noticed wrinkling and falling of the fabric and cushions. We were told to put in a warranty claim which we did. Without any response from the location that we purchased it at I called for a follow up. Someone came and took photos...no introduction of himself...not a word spoken .
My husband then called to follow up once again as we had not heard anything yet again. They told him there was nothing wrong with our furniture and to wait 3 months longer to see if things changed, this made no sense to me as it no does not look like it did upon purchase and will only get worse.
I would like a full refund or replacement if this guaranteed not to happen again apparently that is not an option? I am not happy with my purchase or the service I received. There is only 2 people in the home and the damage is on portions of the sofa are not where we sit.
I am looking for a solution to this situation as soon as possible.
My husband has photos which I can forward upon request as I do not have them.
Please get back to me as soon as possible as I am not satisfied.
Thank you,
Tammy Hrycan

I purchased a sectional with chaise lounge on July 8/18. Delivery was made on July 21/18 with feet missing. I was told by the delivery men that they contacted The Brick to order the feet. I followed up with a phone call and was told someone would get back to me. I was out of town for the week of July 23-27/18. On July 29/18 I went to customer service to make an inquiry on the missing feet. I was told that they would replace the love seat section and delivery would be made on Aug 7/18. That same day I received a call to say they were ordering the feet. Today Aug 7/18 no feet or replacement.

I called and left a message for the manager. He finally returned my call at 8:30 pm. No apology from the manager only excuses. The store had a floor model, plus other sofas in stock. Nothing was done to try to rectify the situation. I bought this sofa so when my company arrived I would have a spare sleeping area. I couldn't even put an air mattress on the floor due to having 2 sofas in my living room.

I asked the Manager if this happened to him as a customer would he think it was okay. Of course he wouldn't answer.

I'm totally disappointed and disgusted with your service.

My spouse and I shopped on your website and found the perfect sofa/chair for us. We were very excited to have a new sofa and chair. We had just purchased a new dining room set from The Brick (online as well). It was such a great experience, we decided to use your website to purchase the living-room furniture. The sofa/chair was set to be delivered on August 4th. (I have the email). I had the old furniture removed by 4:00 pm on August 3rd. It was then 6:30 on August 3rd, and I had not yet had a call from The Brick Delivery...odd...hmm...so I called them. Nope, no delivery she says. She looks up my order and August 8th is the date. I nearly lost my mind! It's the long weekend...and I have a houseful of people coming...and nothing for them to sit on. The new sofa was doing double-duty by being a bed for a guest. Ugh. Horrific weekend...no furniture, so embarrassing. I can guarantee you that nobody who visited me this weekend will ever do business with The Brick. I sent an email to the Belleville store, and was met with good Customer Service from Ivy, the manager. She was fine...offered to comp the delivery charge and a small token item for the inconvenience. Are you kidding? That's the best she could do other than apologize endlessly and empathize. Fine...although in reality...I challenge you to sit in your home for 5 days on the floor or on a patio chair...try to watch a movie or entertain or pretty much anything. So Ivy managed to get my delivery set for the 7th of August. I get the delivery call...and a second one (?) weird, but ok. Delivery was great...except the sofa is defective...the delivery man said that it was defective and should be returned and reordered, etc. They said that they would take care of that...by reporting it to the store. With my recent dealings, I am now having trust issues with the Brick. So, I call myself. Leslie who answers the phone doesn't know what to do. She says she'll figure it out and she'll get back to me in a wee while. I waited 2 hours. Nothing. I called the Belleville store again...got Angela. She was an absolute idiot. I asked for the manager on duty...she tells me she's too busy to speak with me. I nearly lost my mind. She says...hey, if she said she will call - she will. I hung up. I'm really annoyed now.
Barbara, Service Manager calls me at 4:30 pm. She says she wants to have someone come repair it. I said no, that's unacceptable. I don't want it 'repaired' - I want it to be correct from the start. Fine, she says I can't have your sofa to you until next week...so a full 7 days from now. Unacceptable. She got a little snarky with me...at which point I asked her to 'walk back her attitude' because I am the customer, and if she was at the end of the phone with the experience I'd had...she would not be such a poor customer service representative. I now have a delivery scheduled for next Saturday...the 18th of August...on which date there is a family wedding. I said it would have to be here and gone by 12:00 pm, otherwise - after 2:00 pm, nobody will be home. She said she cannot guarantee that. I believe there are ways in which to arrange these things.
I am pretty upset. As things stand today...you have lost 10 x 16 customers since 10 people were here this weekend and are fully aware of the situation...they will tell at least 16 of there friends and relations...so 160 customers. I believe it will be in your best interests to make some sort of compensatory offer for this ridiculous situation.
Thank you for having this site so that I can tell you.

I bought one of these stoves with a flat surface - four cooker. This was a year ago. It had the one year in store warranty and there was an option to buy extended warranty which I declined. I do not know which inisurance company The Brick has this option with but I strongly suspect that it is Industrial Alliance. They have been calling me from all sorts of numbers ever since I told them that I was not interested in extending the warranty. I am here listing the dates and numbers for the last 10 calls
7082018 1309 [protected]
6082018 1250 [protected]
3082018 1355 [protected]
1082018 1223 [protected]
[protected] 1048 [protected]
[protected] 1218 [protected]
[protected] 2000 [protected]
[protected] 1638 [protected]
[protected] 1007 [protected]
[protected] 2309 [protected]

As I bought the stove from The Brick, and did not give authorization to give my telephone number to a third party, I am asking and have been, to have these calls stopped. I WILL NOT extend the warranty on the stove and this is simply harassment.