The Brick
Reviews and Complaints

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.

i went Saturday Upper James in Hamilton and im wasting more than two hours looking for a mattress finally i found one and i made my deal and im dealing with two sellers and one supervisor one of the seller name Natalia k after i got approved of credit they gave me two options for the payment 18 months for 36 months and i ask any interest and any difference and they said the 36 months is only 1 amount you pay monthly the 18 months you can pay as you want and they said both there is no interest in it and i choose the 18 months and they gave me the day for the delivery nov 1 and the total to pay is 994.28including tax and signed for that and left waiting for the delivery second day i have a call they tell me i have to come back to the store to pay 129 at administration fees and tax or we are not going to deliver it to you im wondering i talked to three people and one is a supervisor nobody knows what they are doing they just waste my time and i dont have time only weekend nov 1 if i did not receive my mattress you can cancel the credit you guess give to me and make sure you cancel it i dont want to deal with the brick im not paying any money more than the invoice i signed for it and thank you
Tarig osman
[protected]
[protected]@yahoo.com
invoice-1028748ttju

I had 2 sofas delivered a couple of days ago. The delivery guys had trouble installing the stabilizer bar in both sofas. I asked them if everything was ok, they said yes. 2 days later the bar fell off one couch and the 2nd bar was hanging off the other. A couple bolts were missing, a couple were stripped, and the remaining were only a quarter of the way in. The 2 sofas were either broken already or the delivery guys broke them while trying to install the stabilizer bars. Either way they knew the damage was there when they told me everything was good and left. When i called the brick in belleville where i purchased the sofas i didn't get a apology, compensation, or even a solution to the problem. I was told someone would call me in the next week to set up a time to come look at the sofas and see what the problem is. Who knows how long it will take for this person to call and show up. All my appliances and furniture come from the brick. Im a long time customer, and i cant believe how terrible the customer service is from both the store employee i spoke with and the delivery drivers. One of the reasons i do all my shopping at the brick is because of the good customer service. I will definatly be looking for a new place to shop.

I ordered a bed set from the beick warehouse in mississauga ontario. I order it on sept 12 they promised me the bed by 26. no show..promise me again for first week of october.. still nothing! They told me it was damaged then told me they sold it to the other person.. its already end of october.. still no bed! Never been so pissed off in my life before.. WORST COSTUMER SERVICE EVER! I WILL BE TAKING MY MONEY SOMEWHERE ELSE.. ID WISHED ID KNOWN BEFORE HAND.

The store on dufferin doesnt want to honour my sofa warrenty bought sofa last year April there are tears clearly visable that stitching has come apart on multiple seats materials has pulls in it seating some once you sit u are extreamly down in frame also the wood on the back seat is broken again tech had replaced it once before this store has really big problem honouring warrenties. The managers dont want to own up products are defective not our fault now they say im only honna get my warrenty refunded that wont fix my sofas i dont want refund i need sofas fixed please. its not my fault thats its clearly defective. I shoukdntbhave to put out money again for sofas.

Hello,
September 8th, 2011, my parents purchased the Ashton-s Brown Sofa and Love seat Receipt No:[protected] for the full price of $1299.97 and $1279.97 from the branch of the brick store located at 565 Hunt Club Road, Ottawa. We still possess the receipts.
My parents reside alone at 2020 Jasmine Cres. in Gloucester, Ottawa. They are both retired elderly people.
Since the day the furniture was purchased, no one has ever attempted to remove or lift the seat of the sofa, as once my mom tried to lift it she and my dad were of the knowledge they were built on and not made to be removed. So for 6 years, no one has tried or even had the need to lift the seats out. They were never touched apart from being sat on. Now last August of 2017, my mom decided to do some extra work to their home and had the workmen lift the sofas out of the way. I had taken parents away from the home so they would not be in the way of the worker. Upon arriving home that evening, we noticed the sofas' seats were removed, we were so shocked that all these years we never thought they could be removed. Now upon approaching the 2 seat sofa, we were horrified at the bottom of the sofa was a big piece of cardboard with some duct tape. We were horrified as we came to realise that this was how the sofas were brought to my parents home upon delivery. We have come to realise that we received old or used and repaired sofa. The patch of the sofa was done so neat with the card board and duct tape. Now I can attest that there was no way whatsoever we or my parents or anyone for that matter completed any repairs on the sofa as there was simply no reason to do so. Worst of all we had no idea that the seats could come out. My mom is very disappointed that she was so deceived by the company we trusted with the purchase of all our furniture and household items. My house was fully furnished with brick furniture and this was why I introduced and recommended my parents to the brick where they too, made all their purchases since 2001. I must express how very disappointed we are that we were so deceived by the store or whomever else. All this because we dared not tug harder at trying to remove the sofa seats as we thought they were sewn in and may rip if tugged at too hard. So the sofas remained that way for all these years till the work was being done last August. I have attached pictures of the sofa and I am very much awaiting a response to this as soon as possible and also an amicable resolution. As I am sorely disappointed and no long trust purchasing from the brick. My last purchases were for an area rug and a mattress base last July of this year.

Two deliveries of highly damaged chairs (and one delivery of the wrong colour) with the second lot being "inspected." They were WORSE than the first and whoever inspected them needs an eye transplant. The Brick has been absolutely useless in resolving this issue. A typical conversation with an assistant manager went like this:

Me: "As you can see from the photos, the back of the (dining) chair is full of puckers and has scratches that have been covered with a furniture pen that was three shades too dark."

Manager: "Ah yes, this is because someone stapled the fabric too tight and the pale blotches are a natural anomaly in the wood."

I did not ask for a lesson in furniture construction or botanical anomalies. Not one apology was given for the huge inconvenience I have been put through over several months, the last time having to drive to their Duncan store for 45 minutes only to find the three chairs brought in for my inspection stuck in the warehouse in boxes. Like my time isn't important! After the inspection (in a dark warehouse with an overhead light flashing on and off) The chairs were left smothered in static-y broken styrofoam. I asked if they could be cleaned as I didn't want this stuff shooting all over my drapes and me when I unpacked the boxes following delivery. Answer "No" followed by the remark that THEY had to remove this stuff before they put the furniture in the showroom, so presumably I could too. So they will remove it for their showroom but not for a paying customer who has been treated disgustingly since Day 1.

At one point the manager offered to credit me. But I bought a large glass table to go with the chairs. ALL I WANT IS UNDAMAGED CHAIRS and the right customer service attitude. Instead, I was made to feel like a difficult customer for not accepting the damage. These people are completely uneducated as to how to deal with complaints and damage, have no concept of customer service, and I hope they go out of business fast and put a lot of people out of their misery. Today's retailers know that people expect and receive top-notch customer service. To deny them this is a sure-fire way to go the way of the dodo.

I purchased 2 of the same sofas almost 2 years ago. The one sofa was defected and they changed the whole leather cover this past spring and the colour has all worn off. Both sofas are used just as much. I understand that the warranty for the repair is expired. I have always purchased all my furniture/appliances/electronics at the brick and I’m currently looking at mattresses. I don’t think that expensive couches like this should not hold up. I would appreciate if something could be done about this.
Thank you (account #[protected]

my Name is Martha Angel
I being customer for the Brick for all my time in Canada, always happy to get all my place full of the Brick items, then 2 years ago I got the dinning table and living room, I am not being happy with the quality, even tho I bought the guarantee, I called before to fix and I still have the same problem, is a design problem, the legs of the chair and table get loose evne tho I tide them and the people who fixed it did it before, I am taking a risk that this heavy table fell down one day in mom (82) legs, she almost fell down yesterday as chair are a disaster, my husband work for CTV news and I don't think you guy will appreciate this ADD in the morning news if my mom get get hurt ., I am asking kindly let me change for a diferent model and if I have to pay small diference I don't care, I just feel frustrated that this items dfidnt work for me and the store 4 weeks ago is supost to be sending me a guy to repair and no body showing up.
the sofas fabric is all rip off I am just very unhappy, WE JUST BOUGHT A NEW HOUSE IN PICKERING AND WE WANT TO BRING SOMETHING THAT CAN TELL OTHER OH WE BOUGHT IT AT THE BRICK, but doenst look we will be able to say, please someone help me in this matter call me or do something, I really appreciate someone help me to change my living room and dinning room for a diferent model . I need to buy more stuff for my new house but look like if I don't get help I will have to go to Bad Boy to furniture my new home, repair didn't work before and I don't want to repair again when I know wont work, I want to exchange for new models, please help
kindly help me
Martha Angel
[protected]

Today I should've got my delivery from 12-3:30 after I waited till almost 4. I called in and ask the person picked up she say she don't know anything and she have to contact the driver. I waited another 45 mins for the back but it never happened therefore I called back again waited 5 mins for someone to pick up the phone but no one did and I called back again same thing. Finally I called the store where I brought the bed and mattress and I talked to the manager he told me the delivery got injured they need to send someone out to get the load from
The pervious n send it to me but don't know when before he can give me a time range he hanged up the phone and he never called back. What kind of customer is that ... I'm not looking forward to buy anything from the brick which that kind of service.

Good day,

I hope all is well.

I am particularly disappointed regarding the service I recently got from your Customer Service Team.

I got delivery of my Sofa like 2 weeks after the estimated time and when I called I was told it wasn’t booked after I received a call for delivery and I had to wait another 1 week.

I bought a swivel chair and Ottoman from another location of The Brick at the same time.. the swivel chair was delivered upper Saturday, The weekend of Thanksgiving,

I called in on The Tuesday after because of bank Holiday on Monday that the chair that was delivered had a nail sticking out plus if has been scratched by the upper corner.

The scratch wasn’t so much of a concern but the nail. I was told to send emails with pictures which I did only for Jackie [protected]@thebrick.com to call me on Saturday to tell me that she can’t help that it’s called AS IT IS. No one told me that it was never a tent event I went in and bought it in the store. Where was that stated on my invoice.

She was so very unprofessional and left me on the phone for so long, transferred me to sales agent that transfer me again. I was so much upset. They eventually hung up.

This is very bad service and I need this looked into.

All our furniture’s and appliances comes from the brick and I don’t deserve this …

First of all placing a mattress claim was a big deal with brick store at 565 west hunt club road, Ottawa. After receiving no call for 2 weeks we checked back and the lady said she forgot to submit our claim or gave lame excuse so she submitted claim again with event# 2680001.
After 4 weeks a technician comes from manufacturer and takes picture and confirms us that the mattress sags from many spots and it definitely eligible for claim.
After waiting another 3 weeks I called back today and lady at brick store tells us that our claim has been declines for the mattress has dirt spots on it WHICH IS NOT TRUE AT ALL see attached pics and find me a single spot on the mattress it is spotless. So, I told lady it is not the fact then she said she is going to email and then will call us back which she did not called the whole day.
I called back at night and some other lady told us there are no record for our today's call not sure if someone emailed so she is going to email and will call.

I made a purchase online in august and choiced to pick up at Surrey centre location . The bed frame was purchase for our new home since we just got married in august. But when we opened the box at home, some parts of bed were missing, we couldn't install the bed frame immediately and we hv no choice to sleep besides on the floor which was ruined my first day after marriage. We went back to Surrey location and was told that the parts could be ordered but with six weeks shipping period, are these parts shipping from the side of the world ? I don't understand why it takes so long. Then a manager told me that I could buy a matched parts form Rona or Home Depot. Unfortunately, my husband shopped around and couldn't find the same one. We have no choice but bought some similar parts to try to match so that we have a bed to sleep. It's really impressive and terrible experience with the brick. I was trying to email to complaint but no one replys me back and I hope this email works. Also when I purchase online, there is bonus for aeroplan that I don't receive till now. It has been more than 1 month.

They have sometimes good discounts, but certainly I will try to buy in anyplace else before choosing this one again. They have awful services.
I bought a bed in there and unfortunately, they sold us boxes (it is two, because it is a king bed) for put under the mattress so high that I couldn’t go to the bed without jump. In other store, Leon’s, I showed for a salesman my bed and he didn’t recommend for us any box, he said that what was best in my case is to buy a plywood for put under the mattress.
Unfortunately, the brick didn’t agree to pick up back these boxes in my home, that for me in the first place it shouldn’t have been sold for us, or certainly they really should have advertised us about the height issue (the boxes idea was from the salesman that told my husband that it would be great for us - the opposite of what it really was)

In the end, the best option that the salesman gave to us was change these boxes for another one half of the size (that I believe is cheaper than the other one, but instead to give us credit they kept for the same price). I received these new boxes today, and they aren’t solving my problem, I really wish that I hadn’t never bought these boxes.
But, how they didn’t agree to pick up back these boxes, I certainly would have spent more money if I had rented a car like a pick-up car to put all these boxes in, and then take back to the store.
It is necessary to say other thing, they sometimes can give you wrong information’s, because the salesman told me when I went to the store that I couldn’t bring back the boxes that they couldn’t accept these return at all, but when I showed him the information that has in the website (we can return products within in 3 days of delivery), he changed his speech.
Other thing, for alert you: the customer service after you buy is awful awful, a piece of wood of my bed was delivered small (wrong) and they told me to improvise instead to exchange and give me the correct piece. They told me to create a new hole in this piece and in my bed (by myself) for putting the screw that is left for solving this problem (do you believe in that? In the instructions for set up the bed don’t say that I need a drilling machine)

They told me they were going to call the next day that I went in the store with these questions, but they didn’t. I had to come back again and I only get this exchange that I said above. I keep waiting for somebody call me and solving my other problem (the wrong small piece of wood that was delivery it).

For all this, you can see that we didn’t receive a correct and good service, instead we received a dishonest and inappropriate service.

I bought a sectional sofa on Sept. 28th 2017 at 4pm from Brick store. The sale person was: Hardeep C (Phone# [protected]). What happened to me was unbelievable. Honestly, I wouldn't expect this action from Brick staff because this is will affected their credibility in Canada. When I bought the sofa's the sales man offered me with purchase order 3 years warranty with care kit. The sales man & I agreed terms & conditions and I signed the invoice and got my copy and I left the store. When I went to Delta distribution warehouse to pick up the items, I surprised there is no warranty. The sales man had access to the invoice and does the change of the pricing and deletes the warranty from the system without my permission or even bothers himself to call me. I can’t imagine how Brick staffs have access to edit and revise the invoice without any approval from client. This action is unacceptable at all. How come that’s happened in big company like Brick worth millions of dollars to do illegal action against the customer? The invoice it’s a legal document and both are agreed on it. In addition, Instead of getting help from the lady at the warehouse front desk, she's treat me with bad customer service. She's said with carelessness there is not warranty on the system and check with the store. I called the store at the same moment and after a long waiting time, I spook to the sale man and he said I did a MISTAKE when I offered you the warranty. I am very upset from this action and in very ugly way he said if you need to cancel the order come back and I will refund the money back. Well, I spent 2 hours to drive to the warehouse in Delta, BC; moreover, I rent a car to pick up the items. I waste my time & money and the sales person is careless. What I need is very sample; the warranty should be added again to the invoice without any additional fees.

October 7, 2017
My name is Henri Nadeau I am a vet and I am 70 years old.
On October 4rth at 1630 hrs my wife and I went to our local Brick Store at 1960 Cyrville road East K1B 1A5 in Ottawa Ontario.
With the help of Patrick Stone we found the sectional couch that was perfect for us. On July 18 I had major back operation and was looking for a very specific sectional couch to ease the pain and also be conformable. The couch is DrakeGSL 0233, DrakeGLH, DrakeGOT and DrakeGRT.
We explained many times to Patrick that we required delivery on or before October 13. Because we are celebrating my daughter's birthday with 25 guests therefore we needed the couch by then.
Patrick asked for a deposit to secure our timely delivery date so we would not be disappointed of which we complied with the deposit. He also strongly suggested that we show up on Saturday morning in case of a further discount and at the same time pay the invoice in total.
Quite happy with our purchase we sold our old sectional couch to accommodate the delivery and for the party.
We showed up today just to be told that delivery would be weeks away and there was nothing they could do for us; except sell us another product at some discount. Unfortunately because of my short stature and my back problem the Drake was the only one that was suitable.
I think that the sale's rep Patrick knew very well that the delivery date of October 13 was impossible but proceeded to take our deposit. In became quite apparent that we were deceived in order to make the sale.
Now we have no couch and 25 people coming on Friday.
We would have taken the floor model.
We are still quite interested in the Drake sectional couch!
Can you help?

Henri Nadeu
1415 Gerald Street
Orleans, On
K4A 3N2

I purchased a Sectional sofa in the spring of 2015 without an extended warranty. Currently, the stitching on all seams have come apart, including the seams on the ottoman of the same material. I have been attempting to resolve this issue for weeks. I have emails from their customer service when calls went unanswered. I spoke to the sales manager Len who became aggressive and belligerent with me, yelling into the phone "this is not our problem, this is your fault for not purchasing the extended warranty. It was offered and you refused." My concern is not a warrenty issue. This is a product defect. The Brick must be held accountable and stand behind their products. I have requested the franchise owner to contact me and the sales manager Len stated, "yeah, he'll get back to you... someday". It should not be my responsibility to tell the manager to calm down and have to request he refrain from yelling and interrupting. This crossed the line of bad customer service into customer abuse. I would like a technician to verify this is a product defect and have the stitching replaced with a more appropriate and durable thread.

We purchased an extended warranty for our d/w. I called in the have it fixed and was told the tech could come out sept 29. I took the day of work so I could be home when the tech came. I called sept 29th morning to see an approx time when they might be coming. I was informed that yes you have an appt but no one is coming because your parts are not in. No one bothered to call me prior to this day to let me know. I have lost a days pay at work and can not afford to take another day off when my parts do come in. This is extremely unacceptable. We have shopped a the brick many times and this is a huge deterrent to not come back. Not to mention wasting extra money on an extended warranty that can not even be used.