The Brick
Reviews and Complaints

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

We really like this furniture. We have the oversized chair with powered recliner which is in great condition. Our concern is with the couch. The leather is splitting with cracks on the very top of the couch along the head rest area. This makes us wonder whether this real leather or not.

Can we be compensated for this? Or what are the options to fix this? Account # [protected]

Over the last 3 years I've spent about $30, 000 dollars at the Brick store in Owen Sound, ON. The most recent purchases were for a fridge, stove, washer, dryer, bar fridge, above the range microwave and dishwasher for our new house that we moved into in December 2018. Immediately after delivery of the appliances, we noticed the dishwasher wasn't working properly. We phoned the Brick store who immediately deflected us to the manufacturer (GE) even though the dishwasher didn't work since day 1. Over the next several weeks/months, we had to wait while the manufacturer sent a repair service to try and fix the brand new dishwasher, which in the end could not be fixed. So we were told the dishwasher would be replaced. Even though the dishwasher was originally delivered by the Owen Sound store, we were told if the replacement dishwasher needed to be delivered it was going to cost $79+ tax. This is outrageous. I was originally delivered a dishwasher that didn't work properly from the time it was delivered and now I have to pay for delivery of the replacement? This is absolutely the worst customer service I've dealt with in my life. On top of that, when I phoned the store in Owen Sound to communicate my displeasure about the delivery charge, the guy I was talking to hung up on me. Unless this is rectified, I will not spend another dime at the Brick and I will make it my personal goal to inform the entire world about the customer service provided by the Brick.

I am complaint about Sale Manager (Amar Bajwa - The Brick Warehouse LP - 9655 MacLeod Trail SW, Calgary AB, T2J 0P6), he talked rudely and said I cancelled your order, and I will delver when item will available. I paid for furniture on 15th April (Transaction [protected] and Reference number 8369249) that time he did not mention it is out of stock or delay to receive items. Yesterday (10th May) I called for delivery and store told me it is out of stock and maybe it will arrive on June. Today 11th May 2018, I went to store and ask to deliver my furniture, he said item is out of stock and maybe deliver after 15 days and matters is discontinue you will take other one.
- According to The Brick policy customer call 7 days advance to get delivery, I called yesterday and ask for delivery after 7 days.
- The store sale manager misbehave and did not tell me furniture out of stock the time of I am paying.
- Now the tell me mattress is discontinued and will take other one. Why he did not check discontinued status when he selling me and tell me take some other one because of discontinue. He said it is not mistake, plan can not right always.
-Now he said I canceled your order otherwise wait when I get your furniture. He said it is not mistake, plan can not right always.
-He was talking to me rudely and misbehave.
- He said I am manager, listen to me.

I need to complaint against him and thebrick. Brick senior management has to contact me and fix my problem.

We bought a storage bed. Went to pick it up today like schedule @1pm. Guess what it's not [censored] in. I'm so [censored] pissed it's not funny. I had friends take time off work to help moving it. Now you guys say it won't be in until Tuesday. They offer a [censored] joke of a credit of $50. I think that it should now be delivered for free, I'm not paying anymore money ($100) for them to deliver when it's your guys [censored]. They had in the [censored] computer that pick up was may 11, 2021 why the [censored] would we be picking up 3yrs from now. The salesperson katherine o, she had someone else really pissedoff because when we came in last Saturday may 5th to buy the bed frame, their stuff did come in as scheduled as well. This is all [censored]. Sorry for language but I'm livid. I will never buy from you guys again. Customer service is a joke. Now I have to figure out more help and reschedule people to help on a different [censored] day. Plus my help took time off work to help me so now they are out a days wage. How are you guy going to to rectify this situation.

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

Copy of email correspondence below;

Hi there,

You have been approved for a tech visit to come and look at the other sofa.

Thanks.

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

Please consider the environment before printing this email.
From: Basia Arma [[protected]@hotmail.com]
Sent: Wednesday, March 21, 2018 10:42 PM
To: Diana Corrado
Subject: The Brick - Customer Code: ARMA2327

Hi Diana,

I did not receive a reply. Can you please reply regarding what decision was made?

Your reply will be greatly appreciated.

Thanks,

Barbara

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

RE: The Brick - Customer Code: ARMA2327
Diana Corrado
Sat 2017-12-02, 10:46 AM
You
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

Please consider the environment before printing this email.
From: Basia Arma [[protected]@hotmail.com]
Sent: Wednesday, November 29, 2017 8:05 PM
To: Diana Corrado
Subject: Re: The Brick - Customer Code: ARMA2327

Dear Diana Corrado,

Option one is not acceptable. We have business at home with many visitors and we can't accept this condition of the sofas.

We would like to have option two.

We have two sofas and chair in our big living room. Your adjuster Marco, inspects our sofas, made pictures and said that both (2 sofas) need to be replaced. He said that the chair is in good condition and does not need to be replaced but the 2 sofas need to be.

We do not want to get extended warranty on the new sofas and we will arrange transportation by our own means.

Regards,

Ted & Barb Armatowicz

From: Diana Corrado
Sent: November 25, 2017 10:28 AM
To: Basia Arma
Subject: RE: The Brick - Customer Code: ARMA2327

Good morning,

I have received further response from my adjudication and they have found that the unit is not economical to repair, so we have some additional options for you:

1) We could offer you a $600 in store credit to keep the sofa as is, which can be used on anything and is valid for six months.

2) We could offer you a replacement of the sofa. This would use up your extended warranty, so you will have the option to purchase new extended warranty on the replacement piece. As well, your delivery fee is not covered under your extended warranty so if you would like us to complete the exchange at your home there will be a charge or you can complete the exchange via your own means with no charge at our Distribution Centre.

These options are valid for 30 days.

Please email me back or call us at 403.692.1100 to take advantage of either option.

Thanks 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

Please consider the environment before printing this email.
From: Basia Arma [[protected]@hotmail.com]
Sent: Wednesday, November 15, 2017 8:27 PM
To: Diana Corrado
Subject: Re: The Brick - Customer Code: ARMA2327

Diana,

Your technician, Marko have made pictures and report. He checked both sofas and he said that both need to be fixed.

Let me know if you have any other questions.

Regards,

Barbara

back on DEC2017 we bought a TV and the sales representative kindly offered a sectional, we were not sure but he did his job and pushed us and we accepted the offer with the confirmation that delivery date will be FEB2018. Then near to FEB2018, I got a call that delivery date got pushed to mid MAR2018, then another phone call that new delivery date is mid MAY 2018 and today I've called to confirm the delivery and they can't confirm either that the sectional is being assembled and on track for delivery the person at the Scarborough, ON Store at eglinton 1900 East with name Minie (I'm not sure is her real name because I asked 4 times and she avoid to give me her name) she was careless to lose a client, I've asked to speak with the manager or some other representative in order to get more information she refused to give me a ph number or pass me with the superior. She said that's the process and they are going to deliver when is available, I would like a better explanation and a real Delivery date

Within a few months the stain started coming off. We went back to The Brick within a year and were told that they would not do anything because we didn't get the extended warranty. We are upset because this is a defective product and we paid a high price for it. It has now been a couple of years since we purchased the item but looking at it we are very disappointed and angry. We are seniors on a pension and can not afford to replace it.

Ordered a mattress. Noticed a hole in the bottem of the mattress and called to have it replaced. Drove an hour away to the nearest Brick to exchange no complaints on that. When we brought our new mattress home we noticed the bottem was a different colour then the original. Then when we proceeded to go to sleep the mattress was extremely hard. I was not informed that the mattress was going to be harder as I purchased a soft mattress.

I ordered bar stools march 24. In store pick up was scheduled for may 2. May 2 I went to pick them up only to be told they wont be here until the following day. Fine, I already waited that long whats one more day. My problem is why they couldnt contact me. (Text, call, email) so I didnt waste my time going there. The following day I ring the bell at the warehouse door and noone comes to the door. I then go to the front, walk through the store past at least a dozen employees (all wearing yellow tent sale shirts) no customers in sight. Not one said hi. Or asked if they could help or even acknowledged my existence. Stood at customer care for 5 mins and was told to go back to the warehouse and ring the bell. After ringing the bell and gaining access to the warehouse, the guy left right away without saying anything and I stood there for 20 mins b4 I rang the bell repeatedly. Finally the third guy said 'Hi how can I help you' Not impressed. Will not be a returning customer

May 1, 2018 is the day I found out about the lies and uninformed information. I had purchased a queen set/mattress on April 09th, 2018 at the Brick outlet on Kennedy Road in Scarborough to have this delivered for May 2nd, 2018. I then later went back to purchase a grey micro love seat which they had added onto one bill on 18th of April, 2018. This then changed everything. I called on May 1, 2018 to check for confirmation delivery date because they had not informed me of anything. I was also never told that the couch that I had purchased was out of stock. The purchase of the couch also pushed the delivery date of the mattress back which is just unreasonable. Because the first time, I had purchased the mattress, the salesman said that if I make the full amount for the mattress before the 20th, I would be able to get the mattress by the 1st of May. So now, because of this delay, I have to spend extra money to purchase a surface to sleep on in the mean time. I had also taken a day off just for this move. For the sales person to not have mentioned anything is just ridiculous. I was even looking forward to purchasing more items but now, they have lost me as a customer. On the invoice, it says "Our commitment is to you...our customer". The Brick Outlet in Scarborough definitely does not go by that. So I have to suffer because of the mistake made on their behalf...never going back ever again.

My boyfriend and I bought a dining room set. We got a call last Wednesday from an associate saying we could pick it up on Tuesday (which was yesterday). We got to the location which is 30 minutes away from us and we're told it wasn't there only at the distribution centre and it wouldn't be at the location until a week from now... so now we're having to drive to the distribution centre which is 1 HOUR AND 30 MINUTES away from us because someone called us and told us it would be in, and we both took the DAY OFF to get this table today and we're told we couldn't.

I have bought lots of furniture from the Brick and will most likely be switching to Leon's, this is ridiculous and an absolute disrespect of our personal time. When I'm spending MY money to purchase furniture from YOUR business I expect to be able to pick it up when I AM TOLD it is ready to be picked up. Not drive 30 minutes to find out the only way I could get it was to drive all the way down to Mississauga. So, because I'm absolutely furious.. I would like to know HOW I will be compensated for this?

We got appliances from the brick Whitby. Our fridge is broken and not working properly. I'm getting replacement fridge on May 11th. My issue is that I already paid to get my appliance installed. So I want someone to come and install my fridge on the 11th. I don't want to pay someone again to come and install my fridge. It's the bricks fault for sending me a faulty appliance so they should take ownership. The manager at the Whitby store was extremely rude and unreasonable. With this kind of service I won't be shopping at your store ever again.

We went to the Langford brick and were looking for a new TV and we found a rca 58 inch and were told it was a good one and since it was a clearance one it was a good price so we bought it, even though it took at least 30 min for them to finally charged us for it after waiting a very long time but when we set it up we noticed that the picture is horrible unless it's on hd but when we tried to exchange for a different model we were told we were out of luck and couldn't return it. Not sure if there's something wrong or if it's just bad quality.

Hello..
I purchased appliances 5 years ago.
The salesperson sucked me into the warranty $440.. with the promise of getting CASH back if the warranty was never used.
Well, it was time to collect. The store tells me no, I have to pick something out of the store now with the same value..
Very disappointed.
I feel like I've been lied too..
I even asked to get a gift card, but NO!
My question is what is the difference between a gift card and picking something immediatly

To introduce the purchase history of the complain:

This email was sent ot the brick on april 3rd 2018:

In 2016, we have visited your showroom and we were introduced to the current dining table/set by one of your salespersons. The advantages of having a marble-based dining table over wooden one, was presented to us by the salesperson and he confirmed to us, then, that the dining table is a pure marble.
We purchased the set and bought a 5-year warranty plan.

Since the day we received the table, we noticed the linings over the table-top and we always thought that this is a feature of this marble.

Recently, these linings started to grow deeper to a hazardous level. During the last weekend, bulk pieces started to drop off the table (pictures attached).
Since we have little kids, we started to feel scared and unsafe around it.

We need to request the following:

1. We require you to contact us ASAP to setup an appointment to assess, remove, and repair the table.

2. As a result of this, our satisfaction level has dropped dramatically in the quality of the set. Therefore, we request you to offer us a full refund plan if the table is not repairable.

We would appreciate the immediate action from your end as this table is becoming a major hazard source around my little kids.

Details of the purchase:
Model: 6 pc dining set. marble based.
Code: ALDOTDP6
Date of purchase: October 28, 2016. Account number: [protected].
Warranty plan: 5-year plan
Contact name: Sarah Wahbe
Contact No.: [protected]

Your immediate action is expected and appreciated.

This is the email sent to the brick.. The brick tell lies when selling their extended warranty and make verbal promises, taking advantage of the customer. I was talked into buying the extended warranty which I was told is unlimited and covers any kind of damage, and when my table broke they said its not covered. The same happened last year when I tired to use the warranty on my appliances. And now I am getting the same response for the furniture, their warranty is basically useless and a scam.
So I was basically lied to by the salespeople who gave incorrect information regarding their warranty plan. Their sales people lack integrity and honesty, and after I went back and confronted them with what they said they denied all the conversation that took place when they convinced us in buying this warranty. Their after service is unprofessional and they make you fell like you are begging for the service free of charge not that you are entitled for it and you have paid for it. When I asked the lady to send me their refusal to cover the table in a written email she refused to do so and sent me the warranty file only.