The Brick
Reviews and Complaints

On dec 16, we purchased our dining room table. We were told that the dining room table would arrive at the latest on jan 9. On jan 9, I called the brick store in windsor and was told that there was a delay in delivery and would be delivered between jan 17-19. I had not heard anything from the brick, so I called them on jan 19 and they informed me that the dining room table had to reached the central warehouse yet and it would take at least two business days to arrive. I asked to speak to a manager due to the poor lack of communication. The manager dan from the brick store in windsor was apologetic and stated he would have the dining room table delivered tuesday jan 23 to our home with no additional cost. I waited until 2:30pm and still heard nothing from the brick in windsor. So I contacted the store and they dining room table has finally arrived, but they had nothing on file about delivering. I spoke with the manager and he does not recall our conversation this past friday. It was the same manager (dan) that I had spoke with. He said for some reason, nothing was written in the report. I reminded him about our conversation and he continued to tell me he does not recall the conversation and deals with many customers. I asked him for the corporate office number and he directed me to go online and told me he would have the dining room table delivered this thursday jan 25. The poor lack of communication and unprofessionalism may prevent me from purchasing anything from the brick in the near future. This was the first item I have ever purchased from the brick and I am very disappointed with the service, especially from the management level. This may be just another table to you, but we have had no table for the past month, so it has been difficult. If you were honest about the process from the beginning, I would have been a lot more understanding. I hope no one has to go through this kind of frustration that we have experienced.

Last spring I consented to being the co-signor for a family members bedroom set purchase. He went into the brick store in windsor to shop and was led through a purchase despite me not being there. He did not pass the credit check. Without my physical presence or signature, the bedroom set was purchased under my name, the financing was applied for and approved and a brick card opened. I have contacted desjardins multiple times and am directed to contact the police. Upon my first visit to the brick a sales rep as per his card, but operations manager as per his introduction, indicated that in order to make a purchase the purchaser must be there to sign as well as photocopies of the dl and cc are taken. Two subsequent visits back since then I have been told by the store manager that my credit application is "in some box at desjardins, they can't find it." as long as someone has credit card information, they don't have to be the owner of the card... They will still allow the purchase. She also refused to provide me with any contact information within the brick to help me rectify this. She said she "can't divulge her superiors names." i've made 3 personal trips to the brick now, one with a professional colleague and another with the family member. Each time we are met with severe lack of competency and deception. Personally I run a corporation in canada, so I absolutely know the protocols of business and proper record keeping. And I have consulted the police as well as a lawyer as desjardins recommended. They all agree that negligence (fraud is the term) stems from the brick.

I ordered a new samsung fridge, as my last fridge (also from the brick) had fallen apart (leaking, broken shelves) within 5 years.

We asked for a quality product, listing our experience we were told this fridge was good quality. We purchased the extended warrenty for nearly 500 dollars, determined never to have a broken fridge again.

In the 16 months since we owned it, all of the door shelves have cracked and fallen off. The plastic inserts are of such poor quality they just snap - and the bases crack. One by one... I called yesterday and apparently shelves are considered *cosmetic* and therefore not part of the warranty. We now have a fridge that's barely usable and no warrenty applies. The best the brick would offer me is a 'good deal on a new one'. Criminal!

Me and my family bought a table at The Brick about two years ago. This table was said to be solid wood. Most of it is made of solid wood, but the 2 legs that hold up the table are made of gypsum covered with painted plastic with white textile inside. We started to notice that our table is slanted to one side. We turned it over and saw that one leg was fully cracked. This was an expensive table about $2, 000. I provided pictures. The white textile is in the plastic bag.

I have had numerous dealings with The Brick located on St. James in Winnipeg, Manitoba.

Unfortunately I didn't listen to all of the reviews not only about the company but the Commercial Sales Manager that honestly is one of the biggest pieces of [censor] I have had the unpleasure of dealing with...

Mark Maxwell is not only a liar, but an [censor] if I have ever met one! He is condesending and tells you what is necessary to make the sale for his commission like any other sales person - The difference is that this piece of [censor] is someone who just simply doesn't care about customers.

I had been scammed by The Brick multiple times but the last purchase for our new home build was the incident that took precedent over all of the other negative experiences I had with them.

This [censor] told us about the extended warranty program and how we absolutely required this as extra coverage. By the time he had finished his speech my wife was brainwashed and told me we needed it regardless of how I felt due to the way manufatcures are building their appliances.

So we took it for an additional 1K+ to our purchase, as we were a new home build buying appliances, etc... For our entire home it was 15K+ worth of business.

You would figure that customer retention would be at the top of the list of things to do and set yourself a reminder to follow-up once our extended warranty ended... Sadly to say so did all of the customer service!

I spoke to this [censor] multiple times to try and recover our monies for an in-store credit as we were told as I knew we didn't need it to begin with and the minute we came into the store to enquire where we could apply the credit to our next purchase we were told that we had to wait for a reimbursement which could take up to 8-10 weeks after our purchase.

That didn't sit well with us and I was not prepared to put out any further monies and insisted they do an in-store credit applied to our invoice to offset the difference. Due to the fact I was being difficult and they didn't want to deal with my customer concerns they threatened that if I didn't leave the store and stop making a scene they would have me removed by the police!

Are you [censor] kidding me, this was the most frustrating experience I have ever had with a retail store/manager/corporation. Upon asking to speak to Marks manager I was told someone would be in contact with me which of course never happened.

I hope that in sharing this experience someone else can benefit from not having to go through the same game/[censor] that we have.

I will tell everyone not to go there and they are out to screw you once they have your monies from your purchase - I would scream from the rooftops to help others if it would make a difference...

But what The Brick doesn't know is that social media is a very powerful thing and it will open their eyes eventually.

Notice you can't even leave a google review? Wonder why? Because they have paid them not to be able to have any reviews associated with there listings as they have problems throughout their organization both them and Leon's which is the parent company which I strongly suggest you don't deal with either.

Both companies should be avoided like the plague... Hope this helps!

Where do I start, the initial contact with the sales rep was great however from then on it was awful. As the hydro went out for a few minutes while we where in the store completing our purchase we did not receive an invoice (have request this several times and have still not received it) therefore no delivery date was given. After call the sales person several times we where given the date of Wednesday, January 3rd between 12:45 pm EST and 3:45 pm EST. I stayed home all day and finally called at 4:00 pm EST to be told that the delivery was changed to 2:00 pm EST - 5:30 pm EST I again called at 6:15 pm when the delivery still had not arrived. Shortly after hanging up the doorbell rang and two young men arrived the with bed. They were both quite small and thin but size is not everything, anyhow it was as they had extreme difficulty in getting the king mattress upstairs to our master bedroom, we had a king already that we purchased from the same Brick store so it was possible. They managed to get it up the stairs after damaging our wall, getting black water on our beige stair Capet (in several places). The smaller of the two asked in a very rude manor for water after sitting atop our current bed as if he was an old man and we made him work that hard. We where then told that they would not be removing our old mattress even though we purchase a bag to have it removed I called the store and they instructed that they remove it. Unfortunately NO ONE mentioned NOR PROVIDED bags for the box spring and hence they would not remove them. To end a long story they left all the new pieces against the wall in my master took the mattress left the old box springs where they were had us sign and left. I immediately called the store to be told that the store manager left at 5:30 pm and would have to call me back the next day. It is now 3:35 pm EST on Friday, January 5th and I have not yet received that call, I have just called to be told that he is not available (big surprise) and that a return call would be within the next 2 to 3 business days. I work for a law firm (we have and Alberta office) and this is BAD CUSTOMER service if fact there is NO CUSTOMER SERVICE if we where to treat our clients and there clients this way we would not be in business.

On November 13th, I purchased a washer dryer from the Dufferin Street store in Toronto, including warranty and delivery. I also gave them my address - Downtown Toronto. The dispatch contacted me quickly and arranged for delivery. We agreed on a date and time. The day before delivery I received an automated call confirming delivery. I responded and confirmed, including the address. Around noon the day of the delivery, I received a call from the driver saying they were running a bit late. I told them that was fine, I was home all day and confirmed the address. At 3pm that same day, I received a call from the driver saying "you are not in Scarborough are you?" They could not deliver because my items were on the wrong truck. That was delivery attempt number 1.
Delivery attempt number 2: the truck came on time, they brought the items up - installed the washer but could not install the dryer because I did not purchase a stacking kit. I was very surprised because in my conversation with the salesman, it was clear that these were stacked - They could not leave the dryer behind for safety reasons and took it back.
Delivery attempt number 3: When I received the call from dispatch, I confirmed that they would have the stacking kit.
drivers came back with the dryer, brought it up but could not install because they did not have the stacking kit. I told them that I confirmed that the kit would be included, but heir answer was - they don't have it. I called the dispatch after they left, and was told that "of course, they had the stacking kit - it comes with the dryer. It is stored inside the dryer." The driver was going to leave it in my bathroom. I live in a small loft in an historic building in Downtown Toronto. I have only one bathroom. They way he left it, i could neither use the toilet nor the shower. On Friday, December 8, called the store manager to complain. Naeem took my call, promised to call me back in "2 minutes". I never received a return call.
Delivery attempt number 4: They came with the dryer. The delivery man placed the dryer on top of the washer, but told me he did not have time to install. In throwing the dryer on top of the washer, he cracked the corner of the washer. I immediately called the dispatcher back. Her response was that he could not do this - he had to install and she would get a hold of him. She called back 30 minutes later and said he could not come back.
Installation attempt number 5: I received a call from dispatch saying they would not come because they could not find parking.
To me, if they cannot deliver in Downtown Toronto, then don't sell to customers in downtown Toronto. Oddly enough, I had an entire kitchen delivered, supplier had no trouble finding parking. Installer was here for 4 days and found parking. Miele delivered all of the kitchen appliances. They found parking. Their installers also found parking. Mobilia delivered all the living room furniture - they found parking. The Brick, cannot find parking. Its a mystery to me.
Installation attempt number 6: I spoke to the store manager, Naeem again. He promised he would look into it immediately. He called back and said someone would be here today, Christmas Eve after 10. Great, but I asked him to confirm the time. He promised to call yesterday (no call). Today, no call and no installer.

I want this issue resolved. Each time they schedule an appointment, I have to take a day of work. (If I generously deduct the first delivery and today - Sunday - that leaves 4 days x 500$/day. ) I also have a damaged washer because of installer number 4's screw up. Please respond asap
I attached photos of how they stacked the items and the cracked washer.

I ordered a cabinet over two months ago. I go on your website everyday and the delivery/pick up times change everyday. I went into the brick once again to see where my cabinet is and nobody has them in stock. If this cabinet doesn't exist why is it on sale in this weeks flyer? I don't think this is legal and will look into. Christmas is 1 1/2 weeks away any my dinning area is a mess and we have company coming from out of town on Dec 20! I called, left a message and you guys don't reply. I see from all these complaints I am not the only one that has an issue!

Still waiting to talk to someone

Sent from my iPhone

On Dec 4, 2017, at 12:29 PM, The Brick wrote:

Thank you for contacting The Brick. We have received your inquiry and we will do our best to respond within two (2) business days.

Your business is important to us. Thank you for giving us the opportunity to save you more!

The Brick - Contact Us Copy
Name * Cheryl McInnes
Email address * jeff.[protected]@hotmail.com
Phone number * [protected]
I have a question about... *
INCORRECT OR DAMAGED PRODUCT RECENTLY RECEIVED
Select your province *
Ontario
Choose your store *
Newmarket
Type your question or comment below *
I bought a tv mid October. It didn't operate properly so I notified the sales man. I also spoke to customer service and a tec support in store. It is not a tec issue. The picture goes all pink, turns off and back on and no volume. This happens randomly. The sales man informed me the manager has been notified but after all this time I have never heard back. I have called the store and no one ever answers. Sometimes I can leave a message (that is never returned). And at times when I call the message just says no one is available and to try again later (great customer service)!
If someone could get back to me ASAP that would be awesome.
Thank you

How would you like The Brick to contact you? *
Phone call

Hello there! My name is Jerusalem and I am writing this email regarding a bad experience I have had at the bricks distribution center located at 1065 St James St, Winnipeg, MB R3H. I recently made a big purchase from the bricks and because I had a good experience with the previous purchase I went back to buy a floor lamp. I called back the same day I made the purchase to ask for a store credit or refund because the floor lamp doesnt fit the space I had in mind. Prior to the purchase I was assured about the buyers 3 day guarantee. I made the call within the day I bought the floor lamp and I went in person to the store to return it but unforntunlay the store manager I meet that day was very rude to me. I tried to explain what was going on but he wouldn't even let me finish before we was cutting me off saying it doesn't matter what the situation was that I won't get a refund. He said the floor lamp was a furniture and furniture are final sale. But the problem was the floor lamp is not a furniture and it's not listed as furniture under the bricks official website. It's listed on it's own category which is home decor. I called back to explain that the bricks website lists the floor lamp under a different category and technically it's not a furniture but the same store manager I spoke in-store rudely cut me off and said no it's not. I asked if he could take a look at the website and he said it doesn't matter what the site says. He had the mentality which is my way or the highway. To say I am disappointed is truly an understatement. A customer that overheard my conversation during my visit at the store told me that what the store manager said was not true. They said that they have had a refund issued to them before because they were not satisfied with theur item. I feel like i am being discriminated against. If the bricks issued a refund for another customer why was Dave the store manager telling me otherwise. Why did he say I have no time for this? Am I less valued then those customers? I would appreciate your help in this matter.

Kind regards,
Jerusalem

Bought a table from the brick in Prince George. I live three hours away. Drove there picked up the table and drove back only to open the box and find out it's broken. now I call them only for them to say it's not their fault and that I have to spend 150 in diesel and a missed day of work to bring it back to them .. after arguing that I will not be doing that they will be delievering a new one for me the refused but said they will give me a 50 dollar instore credit.. slap in the face basically. Worst place I have ever dealt with. And after looking at google reviews I'm surprised they are still in business .

We bought a set of 2 kids beds and mirror for $1300 last week in Pitt Meadows, BC shop here in Canada. Well beds are nice and work great, but what does not is the mirror. They sold us a mirror which only can be used if bought together with the chest from the same brand. Since we were not told this we bought it and ofter we tried to install it there is no way you can attach this 30KG piece to wall. We called them to solve this but after short reply WE DO NOT ACCEPT RETURNS we were shocked and within minute the phone hangup on us ! I drove back to the shop in 15 min to complain about it and return it in person. Staff was absolutely horrible! From 3 costumer services people at desk 2 were playing on phones and the lady in the middle was answering a call. after3 min of standing the guy with cellphone noticed me and put down his phone and started to look through the papers on his desk like he was supper busy without saying a word to me. Second lady kept playing with phone without even looking at me. Then the lady who was the only one on line working with some costumer on phone said I will be with you soon... fair enough, hey, 3 workers one is working :)... The lady finished her call and started to talk to me... It was actually the lady my wife reached when she called the shop to complain so she knew what we wanted right away. you would think in person they might finally help you !. Well the opposite is the truth. Lady simply cited we do not accept returns since people would be returning stuff if they do not like the colour etc... Well I explained her we bought goods in over $1300 from them this week and beds are very nice and working but the mirror they sold us can not be used without a chest set since it has to be attached to it in order to use it and that is why despite we like it want to return it !. As simple as it sounds the lady was again as a robot reciting WE DO NOT ACCEPT RETURNS ! I am a polite and patient person but when you hit a wall of stupidity then it is hard to stay calm anymore. So I asked her how would she used a product she bought which is not usable for the purpose you bought it at the first place? She said, well you can have it on the floor :) with a hint of a smile... Or some people hang it anyways even though it is not set up for hanging... So I continued ... would you like me to hang a 30KG mirror which is not even made from solid wood but mixture of materials and veneers over the head of our 2 year old daughter and risk that one night it will fall on her..? No answer ! Long story short after 30 min debate with 3 of their colleagues I could not talk to manager because he was sick and he left just before I cam to shop... Well I left the mirror in the shop and told them will come back next day to talk to manager personally ! I did and next day I hit the wall even harder :)... The manager / still do not know his name since after I introduced myself and explained him what is going on did not say anything :) who I had the privilege to talk to :) / simply repeated - our corporate rule is NO RETURNS ACCEPTED !... Can you imagine how hard it is to talk to a wall of bricks? Well this was harder ! He basically to any of my questions how we can solve the issue with a happy client who spent $1300 in shop and just can not use one item for $100 they sold me since it is not possible to mount it safely to the wall, was only replying, WE DO NOT ACCEPT RETURNS ! This is mind blowing in 21st century happening in Canada! So when I saw there is no way to get over the head of this guy I asked if I could talk to someone who is above him as the store manager and he said I can send an email from their website but once the email is collected and reviewed it will still end up on his table as a store manager... So technically nothing would change I would just wasted extra time to write it even though I just explained him that any other company we ever didi business with would solve this in less then 3 min in our good costumer experience. So we got a very nice surprise in return for doing a honest business with BRICK we will never shop here again !

We received our 7 piece Chloe Dining package( $699) on Nov 14th from our local store and the BLACK FRIDAY ( nov 24th) flyer advertised the 5pc for $539...and the 6pc went for $639 so I emailed to try to find out about the Brick Guaranteed Price policy on Nov 23rd and got no response, so on Friday the 24th I called very early and they said SOMEONE WOULD CALL ME BACK, so I waited and no call so I then sent another email friday around 7pm and then got an email back at around 8pm saying that all price guarantees would be done on the 25th. Got a call on Saturday the 25th stating that I would not be getting a refund because I bought the 7pc which was not on sale. MY ISSUE IS THAT SOMEONE COULD HAVE EMAILED ME ON THE 23rd OR CALL ME ON BLACK FRIDAY TO DISCUSS and I could have said Thanks or easily said that I will return the 7piece and then purchase either the 5pc for $539 or the 6pc for $639 and by the way I do currently still have a 6pc set because I am still waiting for 1 chair and speaking about the chair I was talking to them yesterday and again was told I will get back to you and as of today 1:45pm eastern...NO CALL

my email is [protected]@gmail.com

I purchased a gas range, got it home to find the gas valve faulty. Paid for the range also purchased the extra insurance for $169.99. Called the store right away, was told it would take 2 weeks to get a new one. It has been over a month now, still no part. I have called the store several times, Ben the salesman said he would look into it and call me back...3 times...no call back. I have a new stove with no usable oven...and I am not very happy. I might add that I had to travel 250kms to the store to pick up the stove and 250kms back to home. Service from this Brick location has been absolutely terrible. I also was not told the stove had a year warranty on it which is why I purchased the 4yr range warranty. I would also like to be reimbursed for that warranty. Invoice 10287B1UWCZ dated Oct.28, 2017.

We were at the brick [protected] ave. Edmonton) November 23, 2017, around 3:30pm, we bought love seat, couch, rugs and dining table, the sales representative name RAJNI told us everything will be delivered on November 28, 2017, here is the problem.. I called today and spoke to the lady incharge in delivery she told me that our order is not confirm for delivery on November 28, she directed me to the sales manager name ROHIT, this Rohit told me they don't have our loves seat and couch in stock and he will call the other store to check if they have stock, he told me he will call me back after 2hours, 5 hours pass no call yet from him, so I decided to call the store, they said he step out from his office, then I insist to talk to the store manager, less than a minute he answered..?(I thought his out of his office) what a [censor]! First your sales associate should tell the customer if you don't have the item! Don't give false statement! He told me he cannot do anything, as in nothing at all! He's saying nonsense! Why you make promises you cannot keep? Is this the brick Policy? To be honest I don't think you fit for that job! You know Nothing to help the customer! I am really disappointed on this Rohit guy and the sales person Rajni! You guys should do your job well! My experience in this particular store is ridiculous like the sales manager himself!

I have an Inglis clothes drier that after breaking down 2x in 2 years, being only 2 years old, was deemed 'unrepairable'- unbeknown to me. I called the Brick repair 8 days after I was supposed to hear from someone about a repair apt, only to find this out, and to be told that I had a credit ($303.96) at the local Brick to come and pick out a new drier, if not the same model, then something close, and that I would have to pay the difference if it were more money. I was told that The Brick would not charge me delivery for a new drier, and would pick up and dispose of my old one upon delivery.
I went to the Brick and decided to buy a new set of front loaders, washer and drier instead of just a drier as there was nothing there that suited what I wanted. ( $1, 600.00 sale approx.)
Everything was great UNTIL I was told that
1) I was being charged for delivery -$79
2) They would not pick up and dispose of my old drier.
That meant that although I was getting an ' in store' credit of $303.96, I now was being charged $79, which means now I'm technically only getting $224.96. AND I would have to pay to have my drier removed.
I stood in disbelief when the people at the Brick told me this, and that now my 5 year warranty that I had on the drier was null in void when they gave me the in store credit.
I spoke to the sales lady's manager that I had spent 3 hours with making sure I was getting just the right set that I wanted...then I spoke to the store manager, who wouldn't listen or budge on the delivery charge, and then spoke to someone at Trans Global, who insisted that no one had told me such information, when I insisted I wasn't dumb enough to say something that I knew that could easily be checked out .
After feeling so defeated, I told the sales lady to forget the Front loaders that I had just spent all that time picking out, and apologized for wasting her time. I spoke to the others and told them how unhappy I was, and that I was shocked that all I had thought was going to happen, wasn't . And that I couldn't believe that they were letting a $1600.00 sale go because of a $79 charge for delivery and not picking up the old drier.
So I walked away from the washer and drier that I had set my heart and hopes on. The lady at the service desk told me that the 'instore' credit would be there in my phone number for when I wanted to return to the Brick for a purchase.
Black Friday I went to the Brick for their big sale. I had some items in mind that I had seen and thought I would purchase with the credit.
I got there at 6am for doors opening. I spent about half an hour looking around and then decided that I would purchase a dishwasher instead. I talked to the salesman and he 'thought' it wouldn't be a problem and we went to the service desk, ONLY to find out that now they are telling me that I HAVE to purchase a drier for drier. Which is not what I was told when I was originally there. Again I stood in disbelief. The salesman ( DREW) was very nice and said he would see what he could do and call me that day. I have not heard back from him. That was 7 am Friday Nov 24th.
So, I am sitting here at home, still wondering what I am to do now. I have the 'in store ' credit that is useless to me as I went to Home Depot and purchased the same set of front loaders that I had seen at The Brick as I was getting zero satisfaction there.
All I want is a credit to purchase ANYTHING at the store. And I don't expect to hear back from them. HELP me please. I have been a loyal Brick customer for 30 years. Everything in my home is from there, and my daughter's homes. But this will be the end for me if this doesn't get resolved. I cannot afford to throw away $300 . It was a big decision to purchase the front loaders and thought it was great until all this happened.
I don't know what else to do.
The store was in Orangeville.

On October, 29 / 2017 My wife and I went to the Brick on 1444 Upper James St. Hamilton Ontario, We been buying from The Brick for a least 20 Years they were some little problems on the past but they always been resolved . This time we are being treated like no words can Described, We purchase a total of $ 3.650.00 in Bedroom Set. The 1st delivery was booked for Nov. 19 / 17 They did not ask to remove furniture from the Bedroom for them to assemble the new furniture even though I did removed some ( please see Attachments ) Furniture was left boxed . The Second time that they came to assemble the Furniture when they open the box the Headboard was damage . Call the Brick again sent photos of the damage and they booked a delivery for today Nov. 25 / 2017. Once the box was open outside that house they notice damage to the Head Board. We called the store ask to speak to a Supervisor and the Salesman name Anis F. on Wednesday Nov. 22 / 2017 Again we asked to speak to the Supervisor or the Salesman . Operator said that was none was on duty at that time and asked if they can called me back, left my 2 phone numbers ..never received a call in 4 days . We want to cancel the Purchase and She said we can not cancel once we buy it's yours. ...Note:- this is not a final sell. We are so dissapoint that we had to write you this e-mail to try to have our problem solve. On top that we had Family members from Overseas that came to stay with us and had to sleep on the floor. That is not nice. very sad after all this is Canada this kind things don't sup post to happen in here . The worse of all was being ignore buy the Supervisor and by the Salesman. Hope we can resolve this and to do that I want my full refund in my Brick Card and want the Furniture taken back from my house as soon is possible. contact me by e-mail [protected]@hotmail.com or by phone house [protected] or cell # [protected]. Thank-You and hope there's a resolve for this. Sales / Invoice # 102974HWQDU.

Elisabete Marques & Paulo Araujo
99 Ondrey Street,
Bradford, ON L3Z 2X1
[protected] (Paul)
[protected] (Liz) Elisabete.[protected]@georgebrown.ca

November 20, 2017

The BRICK
16930 114 Avenue NW,
Edmonton, AB T5M 3S2

Dear Customer Service (complaint):

Subject: SALES ORDER/INVOICE #1014755CLSM

Good afternoon, I am writing this to inform you of how unhappy I am, unsatisfied and the poor quality of the purchase I made at The Brick of Newmarket ON. Has a family we purchased a sectional sofa at this location, which we hoped that we finally had found the sectional after a few months of looking. The purchase was made on Oct 14, 2017 and the sectional was delivered on November 3, 2017.
The sectional has brought us nothing but nightmares, I called on Monday November 13, 2017 for the sectional to be inspected. The inspection was scheduled on Friday Nov 17, 2017, the inspector came in and took pictures. The cushions from the sectional come out constantly with every sitting, one cushion already had the piping moved clocked wise as per pictures, the material is very slippery which makes the cushions unstable. The sectional is a new model. I tried to reach the Manager "Joan" or "Jo", after 1 pm on Monday November 20, 2017 and she had not arrived for her shift to enquire on the inspection report which then I had asked the admin to read to me. At 2.10 pm I called the store again to reach the manager, she was with a customer, so I left a message with Laurie for manager to call me back. At 4.30 pm Joan called me back to discuss that there was nothing she could do, after I told her that the sofa was a week old that was not acceptable for a customer satisfaction. I pay for a product where I could expect at least to last 3 years and not a WEEK. I am so unhappy with her customer service that I never felt this before. Customer have the right to complaint for product that don't meet the customers' requirements, this one did not even last a week. The inconvenience of the cushions coming out all the time is so stressful. Finally, she said that I could have an exchange but I had to pay for delivery, still unhappy that I had to pay for the delivery of the exchange of the new sofa I agreed. Later at 5.02pm she calls back saying that she can't promise what she had mention on the last call, NOW I MUST return the TV which I had received has a bonus from the original purchase. I told her that I will no longer accept her offer since she cannot promise the first agreement. I found her attitude heartless after all we have gone through. I am so disappointed for the customer service I have received from this purchase at The Brick, we have had purchase items before this store and I cannot guarantee more in the future. I know that my purchase does not affect much your sales but what I experienced today will be hard to shop there again. I would like to receive a full refund at this point since manager has offended me and has not been very helpful. Would be great that you could arrange a full refund and the items could be picked up as soon as possible. Please contact me on Wednesday November 22, 2017 at [protected], so this matter can be dealt in a proper manner. Thank-you

Sincerely,
Elisabete Marques

Hi,
This is my second mail and I didn't get any response. Sales order Number: 081074KOCRUA and 081074KOCRUD.
This is regarding my purchase of KOBE Power Reclining Leather Sofa and KOBE Reclining Leather Loveseat in BROWN Color. I ordered them together but received the Sofa on time but the Loveseat was sent after one month. But the issue is the color of Leather. They don't match, Loveseat is much darker than Sofa. IT doesn't look good. People are easily making this out and asking questions and laughing. WHY Brick did like this.
I want BRICK to look into this issue and replace them to have one color for both. I am fine to upgrade to Power Recliner for Loveseat, IF that make any difference in color( I am not sure if Power and manual would make any color difference). Hope Brick can understand my situation and do the needful. I have paid a lot of money to buy this Sofa and Loveseat, not to hear from people and make a joke of myself.
As part of the Brick's Satisfaction guarantee promise, i expect some action from you to solve this issue and make feel happy of what we bought . Hoping the best resolution from BRICK. Thanks in advance.

Hi There,
I am extremely disappointed of the service received and my order. We purchased a set of coffee table which was an Ivory/beige color and we ended up with a dark brown coffee table. We picked up the order from the store in West Vancouver, BC but they refused to open the box for us and after a few days when we had time to start the assembly we noticed the color difference. The color is a dark brown vs. Ivor/Beige. We called the service desk and all they said was it's past their 3 D policy and they can't do anything about it. We are furious and disappointed as we've never received such a poor service in our entire shopping history over the years. They are inconsiderate and would not exchange or offer store credit. We will never shop at Brick again. We just checked online and noticed others made similar complaints and gave them 1 star review. I will ensure to voice my concerns and enlighten others about this service and akcnowledge other shoppers regarding our horrible experience.