The Brick
Reviews and Complaints

I submitted a claim for extended warranty for my table because of warping and bubbling. Anita Tripathi however, failed to return my messages the first time I submitted my claim. I sent another email this time she got back to me. By this time I was frustrated with her service that I moved my table to the garage and placed them on pallets because of my table looked awful and I wasn't having that in a brand new house. Therefore I got a new table in the meantime. Anita made the assumption I put the table on the floor in the garage which caused the warping. However, if you contact Adrian from the ponoka brick, I contacted him back in April complaining of this problem

I want my table dealt with. I am frustrated and fed up with the brick not honouring my warranty because of an individual in the corporation failing to return my messages.

Kayla

On Monday, June 18, my boyfriend and I purchased a couch from The Brick. During the purchase procedure, the sales associate helped us choose a delivery date. We supplied and email and a phone number because the sales associate, Charles S, told us that we would receive an email the night before delivery and a call upon arrival on the delivery date Sunday, June 24. Because I did not receive an email on Saturday, I called The Brick when it opened on Sunday to confirm delivery. I was told that a delivery had not been scheduled, and the closest delivery date that agreed with our schedules is Thursday, June 28. Because of the sales associates mistake, we will be without a couch for the remainder of the week.

Today I was at a Brick store and my credit app was denied. I am pissed. My credit rating I'd very good as I get 1st report monthly my credit is 70% above average canadians. I did have enough cash for purchase but due to your credit denial I left the store without purchasing and will not return in future. Your denial resulted in a loss of over $6, 000.00 in purchases which I repeat I could have PAID CASH for. Will never shop at Brick again as well as I will be posting on social media about this issue.

I was very happy with the service from Melanie at the brick in Kirkland Quebec. She was outstanding. I am really annoyed with the email I received in French only, about my delivery. I am English and would appreciate service being provided in my language. I understand the French laws but it could also of been sent inboth official languages.
Really very frustrating
Thank yoy

We have had two people all together check out our queen size mattress in over a year, there are some creases in it and they are saying they are a half inch too small. I sent a claim a few days ago and had to take a lot of pictures. When I lay on either side of the mattress it feels hard and I guess not enough padding and sometimes I wake up with a sore back. The brick at the boardwalk in waterloo ontario, is saying when the ripples or creases measure another half inch more then they will do something. You know we sleep on it and we know and we are honest too. We have had the mattress 2 and 1/2 years now and it was a costly bed too. We have the one with twelve drawers in it and the wood supports are not sturdy or made proper and there is room for another one and is not very safe. We definately feel that we should have it replaced if they have that kind or something much better. From cathy egilo I had sent the receipt in also.
Also the manufacturer is saying they are closing the claim
But that is not right at all because there are other issues.
[protected]

Got an instore credit for my insurance claim of the couch last february of 2018, bought a 55 inch tv for it instead of buying another couch as it is expensive. Upon check out the person incharge told me that I still have $200 worth of unused instore credit so I was glad to know and finaly just today june 12 2018 I finally went to the brick and purchase a tv table using the $200 instore credit that I was told I still have, so we checked out with a reciept and I paid additional money as the tv table worth more. So I leave the store with a thought that everything is okay as I already have the receipt evidence that the transaction went through. And then 3 hrs after a manager by the name alvin guantry (not sure of spelling family name) called me and told me that I dont have $200 instore credit at all that it was being used already long time ago! And then he followed up by asking an arrogant question by saying quote "im calling you to know what you want me to do cancel or to go ahead and pay?" he didnt even apologize first. Very bad manager! Doesnt know how to settle a mistake made on thier part.

I bought a 6-piece dining set (1 table, 4 chairs, a bench) back in Sept 2015 with a 'full 5yr blanket coverage' for $129.99. I was told this warranty covers anything and everything, including even the slightest mark or stain. That is, the table/bench/chair(s) will be replaced hassle free and free of charge.
In October 2016, I made a claim via email providing pictures of the stains both on the chair and the bench. I did not hear back from The Brick, either through a phone call or an email.
We had visitors during the 2018 Victoria Day long weekend, and one of our 'little' guest put some marks with a highlighter on the bench. Though when the Mom tried to stop him, I told her it is OK as I can get the bench replaced since I am still within the warranty period. She was encouraged to join him and have a little fun. I then sent another email to The Brick
on Jun 3 2018 and followed up with a phone call. When the CSR informed me that I am not covered, I got a little upset. I requested I speak to the Supervisor and to let them know I am very upset with the response that I have received so far.
The Supervisor did call and she also said that they cannot fulfill my request. I then asked if I can speak to the next level up. It was the Store Manager who returned my call on Jun 8 2018 and left a voice mail saying that he is only calling to reinforce what the Supervisor had said. I immediately returned his message. He repeatedly blatantly refused to honour the warranty. It was very clear from the onset of the conversation that the Store Manager was not willing to even yield to listen to what I have to say and understand my side of the story as a customer. He said that he has a very lengthy email that he has reviewed and he understood that I had a 40 minute conversation with the Supervisor. I asked where the email was coming from (if it was mine) and what the content of it is. He said he could not share any details of it with me. I informed him that the phone conversation with the Supervisor was not even as lengthy as 40 minutes, and that it was much, much shorter (more like 4 minutes!). He got even more upset, which, of course, made me upset too. Within a few seconds I realized that I was not going to get through to this Store Manager if I keep myself upset. I calmed down and asked him if he could give me time to explain and provide details of what has happened and what my bottom line request is. After asking for the same a few times, he very unwillingly gave me a chance to speak, though he was cutting me off frequently in a very stubborn manner. I continued by asking him to just let me speak first and then he can have a chance to respond back. Once again, he made it very, very clear that no matter what I say or do will change his mind and that he will continue to stand on his grounds. I received absolutely no cooperation from the Store Manager! And, needless to say, I was highly disappointed with The Brick and their level of Customer Service. They are refusing to honour their warranty.

I bought Original Leathe electric recliners Love seat and a sofa for my Family room in Jan 2018. I also bought 5 years warrant with it. When the sofas was delivered the electric recliner was not working on the Loveseat (Right side only). I called Brick Customer Service and they assured someone will be onsite to have a look and see if they can fix the issue. Tech came to my house and siad they will need to order parts. It has been 4.5 months and Brick has no update for me. When I call them for update they say parts have not arrived yet. This has been a terrible experience, after spending so much money on the couches and buying 5 year warrany, this is how Brick treats their customer. I have also emailed Brick for updates but no luck. I am never going to recommend Brick to any of my friends and family.

I have had terrible customer service for many months now and nobody is calling back or trying to rectify the situation. There are 2 situations: 1 for a mattress I just purchased and the other with furniture I purchased.

I purchased the princedale sterns and foster April 21 2018 for $2014 without the box spring. Now the Albert park is on sale with the box spring for $1676. I called the manager Ruth at the Richmond Hill mattress store on May 25th about this price guarantee. I believe I am absolutely eligible for the 90 day price guarantee. This is the exact same bed. Same coil count, memory foam, etc. Just has a different name.
The 90 day price guarantee clearly states that if I find a COMPARABLE bed then it would apply. I found the identical bed and the only difference is that it has a different name.
"We take pride in saving you more so if you find a comparable mattress advertised at a lower price within 90 days of delivery or pick-up, we'll not only refund you the difference, we'll also give you an extra 10% of the refund amount."
The refund should even be $100 more as I didn't even purchase the box spring.
Please advise as the store Manager Ruth is not being flexible and I called other stores and they said I would absolutely be eligible for the price guarantee.

I emailed the brick complaints section on the website on May 25th. Nobody got back to me.
I emailed again on May 31st and nobody got back to me. It asks if you want someone to call and I said yes, yet nobody gets back to me.
I spent over 13K at the brick and this is not the way to be treated. Truthfully it doesn't matter what I spent as this is not the customer satisfaction that no customer expects.

The other issue is with furniture and the warranty I purchased.
Initially I was told they would order my furniture tracks as the drawers keep opening which is very dangerous as my kids run around near it and they constantly open all the time and it would take 6 weeks to get them in. I get a call about 6 weeks later and said they cannot get the tracks and they cannot fix my dresser. Nobody called me to talk about credits or anything like that and they closed the file without notifying me of anything.
One of my night tables was damaged and they said they no longer carry that model so instead of getting a new one that does not match my set they would provide a credit, which they did of $225.
I have had my dining room chairs replaced twice as the springs are very cheap and the springs break within months of the replacement.
They are also not replacing my sectional couch due to sagging from the springs and I asked for a manager to call me on March 8 2018 which the agent Roopini Gopinath said they would and nobody did. I emailed her on May 2 2018 to follow up and never heard back from anyone.
It is just one thing after another and I am very disappointed in the quality of the stuff I purchased but more so by the terrible customer service I have received or lack thereof. This is completely unacceptable and I would expect someone to finally care enough to call me back and try to rectify the situation. I am in sales and would never ever treat clients like this as I would not have any clients if I did.
PLEASE, PLEASE, PLEASE call me to discuss further as I have spent so much time with all of this.
Thanks very much
Jason/Jennifer Bucovetsky
[protected]

The manager of brick marche central treats its employees like slaves insulting them with bad insults they do not provide help neither satisfy a client needs and they fire their employees saying they do not have experiences when they are being trained to earn experience. I demand a new management team because the current management team is not giving its employees and its clients satisfaction.

On March 29, 2018, I picked up a Danby Designer 3.3 cu ft. Beverage Centre from The Brick store on Notre Dame Avenue, Sudbury, Ontario.

I purchased it as a Father's Day gift for my husband. I decided to give it to him ahead of time when I found out that we would be out of town for Father's Day. Unfortunately my husband has no use for a bar fridge.

My husband tried returning it a week or so ago and was told that we had the fridge for too long. I went back yesterday morning and the stand-in manager said that there is no return on appliances. We are retirees on a very tight budget and it would be greatly appreciated if we could return the fridge.

I do not understand why we cannot return it when the fridge is brand new and still in the box, it has not been opened.

I am hoping that you will make an exception and accept this return, as a good customer service gesture.

Thank you for your consideration.

Ray & Diane Leblanc

The brick advertises and promotes great customer service and the ability to be satisfied with bed purchased. Purchased a bed at the Saskatoon location on May 5/18. Sales guy was not very helpful in that he did not ask many questions to determine what type of bed I was looking for (firm, extra firm, plush) beds in store are well used and therefore when I just laid on one I thought it was going to be ok. Delayed delvery due to back order and bed is horrible. Plywood would be much more comfortable. I have had numerous trips to the chiropractor and massage. I went back to the brick today to look for a different bed. I was told I had to deal with the same sales guy (not pleased) and advised him of my dissatisfaction. I did not want a firm bed and needed something that was not going to give me back pain. We found a bed and he went to see manager about price as that particular one was not on sale. Be was a bit higher thank o had anticipated to pay but in the end I went with it. Now the very bad customer service...I was very angry and will not be back to shop at the brick nor will any of my family and I will make it loud and clear to all who I know not to shop there.
I was advised that the new amount could not be covered under the 1yr payment deferral (paid 89 for that already) but could go 3 months no interest. Not happy. Did not even get a new bill that showed the old bed was bing retuned?
Now I have to pay for a delivery fee. 100.00 delivery(seriously...) probably costs 5.00 in case. No way would they do anything with that and was advised because I wasn't not satisfied with first one I had to pay now.
So because a sales guy could not do his job right the first time I have to pay out of pocket.
The manager told me in front of other people in the store that my attitude and tone was not acceptable and to calm down. Well needless to say that just fired me up more.
Again I will not step foot in there again unless there happens to be a massive screw up on this billing or this bed goes on sale.

Subject: The Brick - Customer Code: ARMA2327
I have bought two reclining sofa sets from "The Brick" with a 5 Year Furniture Protection Plan.
The cushion foam of the reclining sofa set has lost a significant amount of resiliency making the sofa uncomfortable to use. It is not comfortable to sit or lie on. A large portion of the sofa where you sit on has very little filling and it feels as if you are sitting on wood.
One of the sofas was fixed by a Brick repair individual. During his visit, by mistake, he cut the center of one of the seats. The hole is getting bigger and bigger each day. After this incident, another Brick adjuster visited and decided that both sofas need to be replaced.
After the decision has been made to replace both sofas, no one is responding to my emails anymore? Nobody has contacted me and no further actions have been taken to replace both sofas. I am still waiting for the replacement of both sofas. Your involvement will be greatly appreciated.
I was in contact with Diana Corrado [protected]@thebrick.com and adjudication Sabrina Ting [protected]@thebrick.com from June 2017. I have emailed both individuals but unfortunately I have not heard back from anyone of them for several months!
Barbara & Ted Armatowicz - [protected]@hotmail.com
3000-88 Str. SE, Calgary, AB, T1X 0L5

Below, it is the last email what I have received for Brick representative. Also, this sofa which was fixed was damaged during repair work. Pictures attached. The second sofa is in the worst condition and decision was made as replace.

From: Diana Corrado
Sent: December 2, 2017 10:46 AM
To: Basia Arma
Subject: RE: The Brick - Customer Code: ARMA2327

Good morning,

Just to clarify, you have only been approved for replacement on one of the sofa's as per the other work order your additional sofa was repaired on 13-OCT-2017. Please let me know if you are okay with the replacement of one sofa and I will do up the paperwork.

Thank you in advance.

Diana Corrado | Customer Service Representative

The Brick - Calgary Deerfoot Meadows
9 Heritage Meadows Way SE, Calgary, AB T2H 0A7
P: [protected] l E: [protected]@thebrick.com

I purchased a tv stand /fireplace a couple months ago.the remote wouldn't work, then when I went to use my surround sound one of the speakers was blown.i been calling weekly to get someone to do something for me and someone always says they will call me back and never do.

I was hung up on by a Marissa who is a manager at the Airdrie location and find this unacceptable.

I paid for the warranty and all I ever get told is they are waiting to hear from the manufacturer who doesn't answer.
This is very unprofessional as I was about to spend 7000 on furniture there but decided to wait to get my tv stand fixed first.

Dear Sir and Madame,
I am writing this letter to complain the Operation Manager at Brick store in St Hubert (1451 Boul de Promenades). The complain with three main points:
1. Professional unfamiliarity and logical confusion
2. Racial discrimination
3. Poor service attitude
I am your old customer and I had good experience when I went to shopping in your St Hubert branch store last year. It is why this time I firstly choose your store buy bed on line shopping. We picked up in your branch at St Hubert on Saturday May 26, 2018 and installed. But in the end of bed assembly, we couldn't put the wooden slat on the side rail and fixed by the CSK screw, because the four wooden slats are too short, when I put one side of slat on the side rail, other side of slat can not be attached with the side rail. therefore, the screw couldn't connect between side rail and slat. Because this reason, Sunday morning at 10 am (May 27, 2018) We called your customer service in the St Hubert store to explain the issue. Mr. Nicolas Girard who works at customer service told me there were two options, the first one was that bring back the wooden slat and replace with the metal adjustable slats. The second one was give me $50 discount and I find solution my self. Since we have assembly almost completed and wanted to keep this bed, I chose first solution. Then we went to the store, but I figured out the metal adjustable slats' size is bigger than our bed needed. Your operation director insists the bed and the slat size are standard, no problem, and he even showed me the queen size mattress is ok for the slat size. That was unreasonable and illogical explanation., I explained and showed him the problem, finally he understood but still said bed and side are ok. He did want to help us and find solution, Because he saw us are Asian people, even told Mr. Nocolas did not give us $50 discount when he gave the second solution by phone. In the end, I have to return this bed and I have not received their call back to confirm that. That is bed quality problem not mine, But I have to spend two days to resolve this issue, your employee and this operation manager even not apologized to me.
Please give me acceptable solution and Thanks a lot.
Order Number: [protected]
Bed code:Lyla Queen Sleigh Bed - Cherry
SKU: 2011319

Thursday April 19th, 2018.

i dealt with 2 different employees

1)one for mattress and box spring 2)employee: for hospital discount

issue 1: they didn't combine the orders together had 2 completely different delivery dates: had to go into store to straighten out the delivery date and still couldn't deliver on initial delivery date which was may 5th had to wait til may 6th

issue 2: they called to confirm the delivery time the day before on the phone i agreed to the am and they didn't show up until the pm. when calling the brick i was told it was in the afternoon which is false but didn't have the contact name that i spoke to the day before

issue 3: ask for delivers to be careful due to the bedroom being newly renovated. fresh paint on the wall the day prior to the delivery date. the movers were very friendly but after the assembly one of the men came and talked to me told me i had 3 days to inspect the furniture if any damage noticeable call and they will exchange it. after the mover left i inspected the furniture and noticed there was a scratch in my newly coated and painted wall. when looking closer i noticed a chip on the left side of my headboard im assuming assembly and a gouge on my wall from the screws attached to headboard.

i called customer service right away attached the photos to an email as requested. was told if i keep the headboard the will give me $200 in store credit. emails were exchanged and we couldn't come to a conclusion. they wanted to send someone to fix my walls but due to my husband being a drywaller and seeing how upset i was, he patched my walls, sanded it, primed it and painted it as well. that is additional labour and money that had to be forked out due to someones careless actions.

now after various emails and countless phone calls the issues are still not resulted and to boot i havent heard a word from the brick in 2 weeks. i feel they figure if not dealt with the issue will go away. never have i ever had such poor customer service. initially i was asking for 400 credited to my in store visa card and i will keep the chip headboard. now i feel that it should be 500 credited to my visa card.

Good day. Recently I bought around 9000$ of furniture at my local brick store. I chose your store because I am a single mother and the furniture could be deliver fast (I had to move quickly) and was assemble for the most part for me. I wanted to pay cash because I did not have a credit card with that limit and would avoid financing. Since my final order would only be placed once all paid and had no time to spare I went to bank and they made me a bank trust for the amount. They explain that carrying around 9000$ dollars is not only unsafe but requesting that much of cash flow would required a 48h order. They also explain that when someone is buying a car cash they do not walk around with 50 000$ in a suit case like in the 50's, and all big company knows about bank trust. Well it seems the bricks does not. Not only my bank trust was refuse by the cashier, the manager and anyone I could speak too but I had to go back deposed back my bank trust, went to 3 different bank location (because maximum daily withdrawal is 3000$ per individual) and carry 9000$ in an enveloppe to pay for my furniture. Not only it is unsafe for a single women to carry such amount but what if I would have lost it or got rob or whatever... It is unbelievable that a big company like yours do not know about bank trust and do not accommodate client that spend big amount in your store like I did. One of your employee explain that you make money out of financing and are no longer interested by people who pay cash. I think it's a shame. Took me a long time to gather that money and was proud to pay cash but you made me feel like a was a possible scammer and had no consideration for my safety, my time and for me.

Hi there,

Below written is the e-mail I sent before a week, I haven't got any hear back in concern of my order that's not yet delivered..

Would highly appreciate to hear back from higher authority.

Contact : [protected]

Thank you.

Hi Doris Santillan,
(GTA Director)

I highly apologize to reach at you for such a small incident of giant company. But, being a small client with tremendous experience with Brick and your so called team we are been mistreated in the product that we purchased.

I would like to share with you in short about the on going process. ( Chain email will describe a brief).

I placed an order Sales :( 032084ZJQXU ) on March 20th' 2018, and delivery was confirmed for April 4th' 2018 ( ( Product : WEG750HW ). which is not yet delivered. After I enquired on May 4, 2018, I was been told that Product was not and is not in stock, but soon by another week it will be delivered. Well after a week waiting and AGAIN AFTER I called they confirmed delivery for June 19th' 2018. Now its very hard to digest the ball game been played with us by just giving just $100 compensation.

How can a One survive in $100 for a month ( I have to serve my Family ).

Well, I would like to conclude, that Please deliver a product ASAP now or give us a Maximum Compensation.

Lastly would like to ask a question on Social Media : Does Brick shows any courtesy to inform their client about changes in order or brick just wait for client to call ?

I highly appreciate to hear back from Managment.

Feel free to contact me on [protected].- 24/7.

Thanks.

We purchased a bedroom set from your store in Canmore on March 1st 2018, which was delivered March 5th and on constructing the bed the slat support beam was missing, we returned to the store the following day and the assistant said that she had reported the issue and we would receive the new part shortly, after over 2 months of waiting for an essential part for our bed we were told that the wrong part was delivered, this is not acceptable and have had to sleep on the floor this whole time.

We have now been told we can take the one of the shop floor, why was this not resolved sooner, and now we are having to go out of our way to collect parts for our bedroom furniture so that we wont have to sleep on the floor.

I bought this sectional last year and found when you are sitting on sofa has a noise coming from sofa. I called store and technician game to my house and open bottom of sofa and nail lot of area and fix. After one day noise back call again store and for second time my sofa was fixed again but noise was not fixed. My wife called again brick and technician back. He said this sofa not repairable and has to be changed. My wife called again to store and spoke to store manager Kelly. My wife politly explain all concern with english language but she asked racism question from my wife which where are you from and which language you are speaking and cut off phone at end. she said if you want go and complain to head office. My wife and me got upset. please call me [protected] Reza or my wife [protected] Reza to talk about this issues and fix it.

Regards,

Reza Khabbaznia