The Brick
Reviews and Complaints

We recently purchased a living room sectional, accent chair and table from the brick.
After giving our address we were offered to get a "delivery package" for $90. We were informed that this included drop off, set up and the removal of the garbage. We chose to take this option.
When the first half of our furniture was delivered, they dropped the furniture off, and left. No set up, no removal of garbage. When we called to inquire why we did not get this service, we were informed that was only go in town customers, which we were not. We were not given this information when we paid $90. Aside from that. One of our pieces came with a torn dust cover hanging from the bottom. When we called regarding it, we were informed to "just tear it off, you don't need it anyway". Well first of all, the underside of your furniture is very unpleasant to look at without a cover, and I do not care if some furniture does not have a dust cover, these ones do. We were incredibly disappointed with the rudeness and lack of respect we received during this process.
Next, we were informed that the rest of our furniture would be delivered in the middle of March. When the end of March was approaching I contacted the Brick to inquire where my furniture was. I was told it had conviently arrived to the wearhouse that day; however it would not be delivered to my house for another matter of weeks. Seeing as the delivery cost was a waste of time, I offered to pick the furniture up myself. I was informed that it would be ready for pick up on Thursday and I would go on Saturday.
Saturday arrived and I contacted the brick to ensure everything would go smoothly. I was then informed that it was not there. I was told, "you may be able to pick it up Tuesday."
I was prepared to pick it up Saturday.

We have been disappointed with every step of our experience buying furniture from the Brick.
We feel we have not been valued or respected by any member of the Brick team.

We will never be bringing our business to the Brick again, and we will be discouraging our friends due to our experience.

I bought a washer and dryer from the Brick in Calgary for my elderly mom in medicine hat on the weekend. The sales rep didn't give me any deals, actually lied to me that delivery was free then charged me cause saying I was in Calgary and it's out of town... not the way it works cause the product comes from a distribution centre so makes no difference on location. Even the sales guy I talked to at the Medicine Hat Brick. Then they went to deliver today and cause my mom couldnt get the hose off the washer they left the new machines and the old machines in spralled in her small appartment. Told her to get a plumber. So we did and I called them to come back and hook up the washer and dryer as stated in the contract. They refused saying that this is their policy, if you don't disconnect they wont come back. THAT WAS NOT MENTIONED WHEN I BOUGHT THEM.
I talked to Brad Ceoward who said he was the manager of the Calgary Beacon Hill store. Had me on speaker phone and didn't offer any customer service, just kept repeating that I could go to the website and submit a complaint and nothing would be done cause that's their policy. They would not come back to hook up the units and I said I dont want them and they said their is no return policy they are mine good luck. I will never shop there again.

I purchased mattress and mattress protector kit from brick store coventry road brampton. I received the mattress but not the protector kit. I called the store no of times and everytime they told me that they will figure it out and give me a call back which i never received. Then after few weeks I went to store to figure it out they said they its late nw but we will send the email to concerned department and figure out and will give u a call again which i never recieved. Again i made calls and finally went to the store and i got the answer from the manager this time its already very late nw so we cant do anythimg about it. I paid the price for the product which i never recieved. If i am asking for the product now they are saying its delivered from our end. Now neither they are giving me my product nor they are refunding my money back. This is really the worst service. I will never visit this store again.

I ordered a fridge and said before I ordered that it had to be a Saturday delivery. I was assured that was not a problem and was even brought to the customer service desk where the associate told me it was scheduled for Sat. Mar. 24, 2018. The night before I received a call saying that they do not deliver to our location on Saturdays, but told me the distribution centre would deliver the Sunday (Next day). I was called again on the Sat. To say the distribution centre would not deliver to our address and that our fridge had to be shipped out of St. Catharines on a Tues. or Fri. only and of course during the day when my husband and I both work and are not home before 4:30 p.m. Every excuse was given to us and nothing resolved. If they did not deliver on Sat. as promised to our location, I would never have ordered. This has been the absolutely worst retail experience ever. I ended up cancelling and have ordered through Home Depot who does indeed deliver to our area on Saturdays. Shame on the Brick. Would never recommend to anyone ever again.

I ordered a bed frame and two end tables over a month ago, and still waiting… They made me take a day off twice, and two days ago only just delivered a half of the delivery which is the draws and the two end tables the headboard and tailpieces Are missing and the bed still not cannot be mounted.
I called the manager at the brick in Mississauga where I ordered it to no avail, I need somebody near the top to deal with it have attached the letters… See below

I also need somebody to contact me ASAP to resolve this issue

They did the installation of my washing machine/ drying machine on Wednesday and said to my boyfriend that the appliances were not fitting in the closet where they are supposed to go. First, they did not try at all, they didn't install the tips on both ends of the dryer hose. So the hose ended up being damage in between the dryer and the wall (Which the hard plastic tips would have to prevented) They didn't even make the effort of flipping the dryer door so it would open the right way. Plus, they left all the plastic bag there and my cat ended up eating some. So I paid for the delivery and the supplies and I'm ending up having to buy the supplies again. Really disappointed.
When I tried to call in store to fix the situation I waited an hour on the phone and NOBODY took the line.

I am in complete shock at how non existent customer service is at the Chatham-Kent Ontario store. I purchased a bed frame and 2 nightstands, the delivery date changed at least 3 times, when I told the manager that if the date changed again I would cancel and expect my money back, no apology, when I finally received a confirmation date I wait the 9-12 time window to no avail, apparently they don't confirm addresses when setting up delivery when I called I received the worst customer service! And was told to pick it up or wait till next week, again No apology. I will never shop at the brick again, and will tell all my family and friends about this as well!

We have bought the sofa on December 26 of 2017 from the Brick at College Park. Today is the March 06. I have paid on December (deducted money from my account). Almost three months I have not received sofa. When I called the store they said they do not know when it is coming. Funny thing is if they cannot deliver on time why they are so fast to take money from my account.

Ramesh

We purchased a bed back in September, it broke in December and i have been calling ever so often since then. i was able to finally reach someone in January who sent over someone to photograph the damage. This person did not take detailed photos and left abruptly. They also did not show any identification.
I have called SEVERAL times to your Whitby location since then and i have had NOBODY answer the phone or respond. I have contacted head office today.
I want a full refund on my product, as obviously i cannot expect to have the luxury of contacting you if something were to go wrong with a replacement.

I have purchased a full dining set, bed frames, coffee tables and side tables aswell as my bedset from your company.

I have never in my life experienced such poor customer service as the service i have received from the Whitby location.

Hi I am the one that is having back issues every night cause of this bed. Your store at College sold it to us broken, it was a complete scam. The bed was broken from the start. All i have done to the bed was sleep on it, if you call that abuse then most people in the world are abusing there beds. So will you please provide us with a new mattress and box (That isn't broken).

G

Sale invoice no :0116858FBUK

On January 16, 2018 we purchased 3020.84 dollars worth of products from Markham Brick center.
We bought two sofa and love seat which was delivered on Jan 29th, 2018.It is Feb 18th and one item is still not delivered so we had to cancel this one. After that we were out of city and when we returned these items are not fitting in our room.They are of no use to me so we requested for exchange or refund.

The sale was conducted with good professionalism but there was lack of communication.We were not informed regarding return / exchange policy, rather we were told that the items with clearance and final sale will not be returned.

I will appreciate if this issue can be resolved as we are existing customers.

Am messaging the brick due to the fact that am not happy with my mattress I've changed it twice and the 3rd one is even worse than the first am frustrated because I can't get a refund the last mattress I changed was the most expensive I thought the more money you spend the better the quality but that's not the case the problem is when I choose it at the store the mattresses feel comfortably I have always chosen plush but when I get the mattresses at home there not the same nor do they feel the same there hard like a rock and wake up with a back ace I bought a queen size and a double size both and there both the same I have back problems and I can't n, ot afford to buy other mattress at this point am not happy and would like a refund so I could buy a mattress that agrees with me the store that I bought the mattresses will not refund me my money but my argument is if they feel comfortable at the store it should be the same at home am very upset also due to the fact I've been charged delivery charges every time I changed the mattresse please help me resolve this issue

I purchased Angus couch and chair on Jan 21 and told would arrive to store Feb 1 for pick up. I Called Feb 3, was told chair had arrived, not couch and couch would arrive Feb 8. Called Feb 10 and was told that order never placed because they did not apply the instore credit that I have so still showed outstanding balance. Store manager was rude and not willing to help me. He told me that the credit I have from a prior warranty settlement had expired. I went into the store to show him the email I received from your warranty department that the credit never expires. There was a man standing at the customer service desk ignoring me- I asked the lady behind the desk to speak to the manager, the man disappeared into the back. 10 minutes later--same man comes out and told me he's the manager! He heard that I was there to speak to him and took off and made me wait 10 minutes! He then told me that he doesn't make mistakes and that my credit had expired. (please note--- I confirmed with my original sales person, as well as the person taking payments when I placed the order on Jan 21!) He said would try to get credit re issued but probably wouldn't. When I asked why in three weeks no one bothered to call and tell me there was an issue his reply was "I don't know" with a shrug and he didn't care that I have been without furniture! I asked how this can be resolved and his reply was "you're not getting any credits so don't even try it" All I wanted was to know when I'd get my furniture! When I asked for my money back ( the 750.00 balance that was not covered under the in store credit) he got very argumentative and demanded that I keep the order. Then they charged my credit card again instead of refunding. The refund of the double charge took half an hour to issue!

Ordered a Puddy chair end of December, and STILL has not arrived. Called your Edmonton warehouse at the recommendation of the salesman and got a story about the manufacturer being at fault. The chair is part of the sofa line I purchased. Can't cancel the chair and can't bring back the remaining set either. " oh well might be in at the end of a February " Are you kidding? I paid for it in full for something I don't have.NEVER again, and I'm gonna tell everyone I know who is looking to buy furniture.

I presently have a king size mattress at home . I have lived here for 32 years
and purchased 3 king size mattress and had no problem getting the king size mattress in the master bedroom. I went into the Vaughan store and wanted to purchase a king size bed I asked the sales person if I buy the king size bed and it does not fit up the stairs can I return it. Her response was i have never been asked this question i will ask the manager. Her response was i could not return it but that i should measure my king size mattress and if it is the same size i should not have a problem. I responded its logical but what do i do
if it does not fit . Her response was i could not return it. I have bought king size before from Leons and Sleep Country and have always asked this question and never had a problem in returning it if it does not fit up the stairs where my bedroom is can you please let me know your policy on this situation before i buy my mattress else where

I purchased queen bed set from brick in august 2017, it was delivered on time but the product is faulty, bed screws makes hell lot of noise and dresser drawers never closes completely, we submitted complain and when technician visited that its manufacturing defect and nothing can be done, since then we are struggling with customer care department to resolve our issue but we did not receive any positive response .

While selling your products you tell your buyers that you are giving one year warranty but when it comes to work on that warranty your team just either procrastinate or denies to help.

This kind of service makes me believe that brick is not worth to trust and shop .

Bhupesh Malik
[protected]

hi on feb 1 i had a install set up to install a dish washer in my home. the installers could not determine what breaker circuit the dish washer was on so they did what blew my mind . they took two open wires and touched them together this created a very loud pop and a cloud of smoke . the installer said he didnt have to proper connectors to do the job and left ... they took the cover piece to my old dishwasher and left two live exposed wires . after they touched the live wires my well alarm went off and is still going off the next day . i called the company the brick used to install to ask if those wires were live i was told no just tape them . that didnt sit well so i called the lady at dispatch .she sent an electrician to look after the issue . turns out my breaker box was not tripped and hose wires were in fact live ! the electrician taped and capped but with the cover piece taken with the installers its still open and exposed so the breaker is still turn ed off ..now the brick tells me i have to pay for installing the dishwasher [ i already paid 300 . i told installer not to leave that new dishwasher but was told they couldnt take it back . so now i have my old dishwasher missing the cover panel exposing wires to my pets and children a breaker turned off that runs other things a dish washer in my main living room with debris all around and an alarm going off to my well thats been going off since they left ...enclosed are pics of the live wires left exposed in the heart of the home that sat for several hours live and un capped .pics of well alarm pics of living room showing dishwasher clearly in the walk way of the home and garbage everywere from the packing of that dishwasher ...i tried to call the brick head office only to be told to leave message and with oin a few business days i would be contacted .

On December 23, 2017 we purchased 4000 dollars worth of products. The sale was conducted with good professionalism and a few of the items were not going to be delivered until the following week into the new year.

It is January 31st and I have only had 4 of my items delivered thus far.

The worst part of this entire story is that we were led to believe most items were in stock and arriving in the early new year and once my Verona Coffee Table did arrive, we proceeded to put it together with the very last piece (wood slat which belongs across the bottom) was cracked. I called numerous times, got a major run around, rude service, sometimes no one answers the calls at all, or you get placed into a queue of ringing on the phone and eventually, it disconnects you.

I eventually walked into the store with the broken wood slat and was treated rudely by 3 women who were sitting around chit chatting at a desk. They told me the part was ordered and would come via Canada post. That was over 3 weeks ago and every time I call them they tell me the delivery date has been moved to a later date. I called last night very infuriated and was told the part was indeed not coming whatsoever. So now I have a coffee table with a broken piece and no one seems to give a crap. Once they have your sale you on your own. To get the manager's name was like pulling teeth!

Today I will be calling the manager although I highly doubt with the way things run at this particular Brick, nothing will be done.

Dundas/Dixie store in Mississauga.

Extremely disappointed, and will never purchase another thing from the Brick.

First of, I purchased a grey L shape sofa about 3 weeks ago. I received a call on Saturday January 27th 2018 informing me that I would get my couch delivered on Sunday, January 28th from 8:20-11:20. Following that I got another automated call on Sunday at 10:36 stating that I would receive my delivery in one hour. At that time frame I was home. At 10:51
I received a message from the dispatcher, I then returned her call at around 11:00. I asked her what is going on. She said the drivers came and left, you will get your delivery another day. I asked her if it was possible to come back since it's only been 10 minutes (I was in the bathroom) and that I had received a call previously stating that the delivery would come in one hour (which should have been around 11:30). She said no we cannot come back, we already came and it's over! I said: «  But how is that possible, my door bell is set on very loud ring and a specific ring tone, I did not get any door bell ring and I have proof of my door bell rings on my
phone. »  She replied with a loud tone of voice: «  I told you we can't come back and it's not our problem if the appartement # was not on the paper. I told her: «  but mam you just said you rang... » she answered by yelling at me: «  I told you we won't come back, call the store! » and she hang up the phone in my face. I then called customer service at the brick in Kirkland and explained to my sales representative the situation. He said he cannot do anything about it, that we must re-schedule. After I requested to speak with the manager, Miss Sophie and she said she cannot do anything about it either as they tried to communicate with the delivery service and they cannot return. She said all she can do is call me back on Monday, January 28th 2018 to schedule another delivery date. I missed work, and very important events that morning to receive my couches. In the end, I get the worst possible service and the lowest manners from the dispatcher and no satisfying solution from the store representatives. I want a compensation for this and for the dispatcher to understand that it is not acceptable to speak to people in that tone, and especially in the customer service field. If there is no rapid solution for this, I will keep going hire up in order to attain fairness and respect. You may contact me at [removed] or email me at [protected]@hotmail.com

For the second time the brick has let me down the first time I bought a sectional couch from there and they refused to deliver it when they got to my house and after they took it back to the store it took them four hours to give me a refund. Thought I would give it a second chance and went in on Friday January 19th 2018 and bought a mattress set and decided to pick it up myself they called me on Tuesday January 23 2018 and told me I could come pick it up anytime showed up at 6:30pm to pick it up and once again was refused even though I paid for it cash on the Saturday cause they said there system was down and then when asked for my money back was refused that as well so now sleeping on a couch because I have no bed as I got rid of my existing on my way to pick up the new one will never shop at the brick again customer service is horrible. Not to mention the sale person who sold me the mattress stalled for a half an hour trying to sell me a mattress protector when I told him no several times. No means no maybe a point your sales team needs to be told.