The Brick
Reviews and Complaints

I purchased a portable AC yesterday (6-June) at the Brick in Marche Central Montreal. We called first to check if the item we saw online is available and the salesperson named Abdullah Haffar assists us in the store, offered a different and more expensive item without physically seeing the item. We were advised to wait in the parking to get the item and we're surprised that it's big and worried it might not fit in the car. We thought, maybe it's just the box with all the styrofoam. We need to open the box when we got home and realized its not going to fit in my room, so we decided to bring it back in the store the very next day (purchased less than 24hrs) but when we spoke with the supervisor named Djeemetry, he refused to take the item back because he said the box has been opened already. Without considering what happened with the sale, and that the item is too big he didn't gave any other options, just a straight rejection to get a different item that we can actually use or even process a refund. I am so disappointed for wasting my money and not even satisfied with the item as well with the customer service of that store.

I am helping my parents file a complaint about warranty service from the bricks. My parent’s tv stopped working so they called the bricks for warranty. It was a long process and run around but to cut it short, it took 37 days to be exact for the repair company to pick up the tv including delays such as cancellation of scheduled pick up.

The tv was mounted to the wall. When the repair guys came to pick up the tv, they took down the tv no problem, no hesitation, no warning that we will have to put it back ourselves once it’s delivered back to us. One of the guys even took pictures of the connections before taking the tv down. “oh wait a second, let me take pictures to be sure” he says. So that too left an impression that they will be putting it back up.

FYI, my mother is on disability, and my father has a frozen shoulder. They are also approaching seniority. Language barrier is also an issue hence they did not get to argue with repair company to put it back on the wall rather than leaving it on floor.

Today, I came to their place to see their TV on the floor. I was furious! TV is a big part of their leisure and they haven’t had it for over a month! So I called the bricks pitt meadows BC to explain the situation. Amanda (staff), insisted that installing the tv back is not in repair company’s scope. She also said they shouldn’t have taken it down themselves. Even after expressing the situation and the disappointment, she concluded that it’s $199 to re-install the tv back to the wall and that there’s nothing they can do about it.

FYI, when the repair guys came to check the tv before scheduling a pick up on it, the repair guy said the brand is hard to handle and could be a hit and miss with repair.and it could take couple of weeks for repair. Because of that, my mother was reluctant to surrender it for repair and asked for replacement instead. The repair man said that it’s up to the bricks. So my mother called the bricks and relayed the information and the staff was confused as to why the repair company needs to pick up the tv. They said they would call my mother but no calls received until they just pick up the tv.

The tv warranty is coming up to an end pretty soon. The tv us here but how are we supposed to find out if it actually is fixed without being able to install it to the wall to be connected to power? What if it breaks down for the same reason after the warranty runs out…

I feel there isn’t enough communication made and proper information relayed for the process. Otherwise we could’ve prepared for this rather than being frustrated and furious!

This is just disappointing and frustrating from start to finish! Never buying anything from them again!

I am writing this complaint on behalf of my employee/friend. He was interviewed at your Fredericton, New Brunswick branch in the Regent Mall. The job was for a salesperson. The lady who interviewed him told me her name was Cassi or Cassy. I don't know how she spells her name. She asked him, "What do you know about TVs" He replied, "I think I know them a fair bit" She then asked him a question, and when he didn't know the answer, she was rude and called him a liar. She didn't use the word liar, but it felt like she did.

My employee doesn't have the heart to make the complaint himself due to the extreme depression and anxiety he has. If this is the kind of manager you hire at your locations, I am scared to know what others are like.

He almost had an anxiety attack from this. He should report this to his lawyer.

If you need his name and other info, I will ask him if I can provide it. This should be dealt with asap if you care about the image of your company.

Bought an expensive fridge three years ago (Bosch). Thought I was getting a good deal at the Brick. Last year the fridge broke down and the food in it was freezing and the ice maker was not working. The Brick took quite a while to respond and send a tech over to fix it. The fix only lasted a while and the same problems started happening. I am still waiting for it to be fully fixed. The Brick has used various excuses to avoid honouring their extended warranty. Buying appliances at the Brick is definitely not worth the bother . Awful customer service.

Purchased a couch online and the delivery date was to be May 30th 2023! Called the number on our receipt to find out that only half of the couch was available so it will now be delayed 3weeks and won’t be delivered! On my receipt it specifically says that some one will contact us a few days before delivery and we never heard from the store! We of course were prepared for the new couch to arrive so we disposed of our old couch because my husband has to go for a total knee replacement and wanted to get everything ready for the new couch! He will rely on the couch for safe propping up of his leg after surgery with the recliner! I had asked the manager from the Ponoka store if we could get the pieces available delivered asap so we have something for him to rest on and he said that I would have to pay for two different deliveries! Doesn’t sound like a me problem sounds like The Bricks problem! Highly disappointed in how this is being dealt with and will not be dealing with this company again! If someone would have contacted us to tell us about the delay we would not have disposed of our old couches so we had something to sit on! Ben from the Ponoka store said there was nothing they could do and would not do a complimentary shipping of the unavailable pieces. My email [protected]@telus.net

I was asked to follow up using the support ticket id #239607.

My previous request was closed by mistake

Please see below request below. ( Store response in email below)

Please note we purchased this sectional worth $5-6k only 4-5 months ago, which means it is still under manufacturers warranty plus we purchased extra warranty 700$ worth.

This sectional already has holes all over the sectional and cloth is coming with lint all over. IT IS WASTE OF MONEY AND HASSLE SINCE WE BOUGHT IT. Please review the defects and consider that things purchased from this big retailer (the brick) are not expected to tear apart and rip in 4 months of purchase

Please let us know next steps. Before we can move to consumer board and other complaints forward.

We are only asking for replacement not money back as it is coming apart within 4 months of purchase and is not usable

Thanks

Juhita

Subject: Complaint regarding fraudulent and deceptive practices and poor quality of sectional couch

Dear Customer Service Department,

I hope this letter finds you well. I am writing to express my deep dissatisfaction with the recent purchase of a sectional couch from your store. The entire experience, from the misleading sales tactics to the poor quality of the product, has left me extremely disappointed and frustrated.

To begin with, the salesperson who approached me during my visit to The Brick presented the sectional couch as a great deal due to the need for space for new inventory. However, upon closer inspection of the receipt, I discovered that the couch was marked "as is," a crucial detail that was not explicitly pointed out to me during the sales process. This omission raises serious concerns about the integrity and transparency of your sales staff. I find it deeply unsettling that the phrase "as is" was surreptitiously included in the contract without my explicit knowledge, leading me to sign it unknowingly and under false pretenses. This deceptive practice puts the onus on the customer to bear the consequences of any pre-existing issues with the product. I believe it is both unethical and unfair for your company to disclaim responsibility for the poor quality of the sectional couch by hiding behind the "as is" condition, which was deliberately kept hidden from me.

Upon bringing the couch home and assembling it, I encountered multiple issues that indicate a lack of quality control. Firstly, the triangular-shaped fasteners on the back pieces, which are crucial for stability, were bent and scratched. This resulted in one piece not being able to lock into place at all, compromising the structural integrity of the couch. I had to resort to flipping the couch over, removing the underlay, and using a large bolt to make it stay in place.

Furthermore, upon flipping the couch, I discovered old holes where the legs were previously screwed in. Shockingly, one leg was missing entirely, causing one side of the couch to sag and preventing the two sections from securely locking together. As a result, the couch slides apart whenever someone sits on it, posing a safety hazard and rendering it unusable as intended.

What exacerbates the situation is the timing of your recent promotional offer. Just one week after my purchase, I received a flyer advertising a sale with no tax and 36 months of interest-free financing. It is deeply disappointing and disheartening to discover that your company failed to inform me about this promotion beforehand, despite the fact that I had just made a significant purchase. This lack of communication further erodes my trust in The Brick as a reputable establishment.

I expect immediate action to rectify this situation and provide a suitable resolution. I would like the following steps to be taken:

Replacement or repair: I request that you replace the damaged and defective parts of the sectional couch promptly or arrange for a professional repair service at no additional cost to me. This includes providing new fasteners, addressing the missing leg, and ensuring proper alignment and stability of the couch.

Refund or compensation: Considering the misleading sales tactics, substandard quality, and the recent promotional offer, I request a partial refund or appropriate compensation for the inconvenience, time wasted, and the need to address these issues myself.

Better communication: I strongly urge you to improve your communication practices to ensure that customers are informed about upcoming sales and promotions, especially if they have made recent purchases.

I trust that you will take my concerns seriously and take swift action to resolve

We had purchased Mojack king bed set from Brick Coventry Road under invoice number 0509357LCXW.

2 days we got the delivery but the delivery people have not put the items in the room as we were promised to. Both the guys moved the bed and night stands upstairs. They wanted to enter the home with shoes so asked them t either remove the shoes or put cover on shoes, they denied we understand their safety concern so that's why we requested them to put safety cover but they said we don't have that and started shouting on us, thy delivered 2-3 items with shoes Because of this our new floor got scratched in multiple places which was installed just a week ago. Also they left the dresser at main floor and did not move it to the room. They also misbehaved with us. I have small kids at home and it has safety risk if it falls on them.

We contacted the branch from which we bought the product they are not listening to us and favoring the delivery people, spoke to Michelle, Komal

Now please let us know how are we going to move the dresser upstairs and who's going to be responsible for our floor scratches, and who will be responsible it hurt my kids while they are playing and something fall on them.

Attached are pictures

We did not expect this kind of service from brick.

We are waiting for your action

I have tried calling the brick in London, Ontario store 10 times and also filled online complaint / claim and have not heard back anyone in brick. We bought furniture worth $10000 four months ago and one sofa (sectional) which is still under manufacturer warranty is started to come apart and there is a big hole in the sofa within 4 months of purchase. We also purchased brick warranty on top of manufacturer warranty. The brick store is not responding to our concerns and people on the call speak rudely and disconnect, telling us to fill online (which we have already done 15 days ago with no response).

We bought a new fridge which bricks delivered on April-22-2023. We noticed that the fridge section had a hole in the bottom filled with glue. We reached for an exchange in less than 48 hours, and action has not been taken since then. I called the store many times - no answer. I emailed customer service and got a response that the manager is looking into it — no response from anyone in the last two weeks.

Bought a Fridge from the SUNRIDGE Calgary Location. Has a 2 Year Manufacturer's warranty. Bought Their 4-year extended warranty, Thinking we now have a 6-year warranty (FALSE). They refuse to honor that because their policy starts after 1 year Manufacturer's warranty doesn't matter if the manufacturer gives 2 years, they overlay the manufactures warranty voiding out 1 year. In other words, we lost 1 year of our warranty. Talked to the salesman and his manager who went beyond integrity to lie and tell us we don't have what we paid for.

We would be buying a Standup Freezer in 3 months, but we will take our business elsewhere. Find a more HONEST company. We are honest people, more trusting than we should be.

Purchased a dishwasher from The Brick in April 2023. When it was being installed the technician advised that it was damaged and could not be used. I told him to stop the installation but he continued. I advised The Brick and was told the installation was my responsibility even though it was sold as part of the entire package and they refused to return a portion of the $289 charged. I contacted The Brick Edmonton who did nothing. There is no customer service and the arrogant and rude manager insisted it was my fault that I did not stop the installation in time! How do they get away with this lack of service? NEVER again will I buy at the Brick.

Tip for consumers:

Recommend not to buy at TheBrick if you expect reasonable customer support.

Products used:

Dishwasher was returned and refunded with the exception of $289 installation cost. The $289 covered pick up of the old unit and installation. Delivery is supposedly free.

Hi,

I am writing to you because I am really disappointed with the recent service I received from my local Brick store (located in Marché-Central, QC). We are emailing you with the hope you will be able to help us out. On May 1st 2023, we purchased a stove, dryer, and washing machine. On this day, we requested and paid for both the removal of our old machines and for the instalment of the new machines. We paid for these services hoping we would not have any issues and could enjoy our purchases once we received it.

However, this is not what happened and we are extremely disappointed and would like to be refunded. The Brick employees who delivered our machines were very disrespectful and did not follow any of the terms of the contract we agreed upon. We do not know their names because they refused to identify themselves when asked. Here are a few terms of our contract that were not respected and why we are asking to return and refund our purchases.

The delivery employees refused to remove our old equipment as per contract. One of the employees claimed he had not insurance to perform this task. We are confused as to why the Brick would have employees performing such responsibilities without proper insurance. They refused to fully install the new equipment as per contract. The delivery employees damaged and scratched our new machines. No customer wants damages on new devices after paying 4232.09$. We expect more professionalism from well know company such as the Brick.

We experienced discrimination. The employees were rude to us and did not display good customer service, which made us feel uncomfortable during the delivery. Our brand new purchases were thrown to the street from the delivery truck. Only one delivery employee was handling and removing the new purchases from the Brick truck while one delivery employee was on his way to meet us at the door. After our experience with the delivery service, we went to our local Brick store and our concerns were ignored and no issues were resolved or addressed.

On May 3rd, I told my local Brick store about the events, damages, improper installation, and the movers refusal to remove my old dryer from my apartment. The customer service employee at the local Brick store said they would give a 250$ discount for the damages on the new washer and then promised that Friday (May 5th, 2023) they will have the movers come back to remove the old dryer and finish the installation. On May 5th 2023, the same movers came for about two minutes and they refused to take the old machine out.

At this point we no longer want any of these purchases. Our experience has been horribly stressful and disappointing. None of the terms of our paid contract have been respected and the service we have received has been terrible. Our local Brick store refuses to accept a return and refund, therefore we are hoping you can help us resolve this issue. We have attached pictures and videos of the damages and events occurred during the delivery. Please free to contact me via email or phone [protected].

Thank you,

Ashley Varghese & Kodi Thuwakku Weerasinghe