The Brick
Reviews and Complaints

This company is irresponsable. The Brick on Douglas St Victoria BC. They have a delivery day established in my contract, I organized everything for that day to receive the merchandise, and they just said that the sales person made a mistake, so the delivery is set up for a month later! They would not even delivery my things the next day of my call! The customer service person was arguing with me the delivery date, and I had in front of my the contract with the delivery date ! I asked for my day off work and for a person to assemble the items, and they won't consider all the trouble they have caused! This company is very irresponsible, I do not recommend it to anybody! Stay away from them, they do not care about their customers.

My name is Deanna Chitolie-Cassell and I ordered a coffee table and two nesting tables from the brick online. This was done Wednesday September 13th. I was confused with ordering to a store so I called the store located at 2770 Victoria Ave E, Regina, SK S4N 6M5 and talked to a girl on the phone who said it will be here by Saturday and I asked if I wasn't able to make it Saturday if it would be ok for me to pick it up Monday and she said that would be fine. I then decided on Saturday September 16th that I was going to go and pick up my stuff because it was open late. I went to the brick listed at tbe above address because that was the closest one to me and that's where I had spoken to the girl on the phone. I went into the store where it was basically a big hangout spot for everyone who didn't even look my direction upon walking into the store. I walked to the customer service area where employees friends were hanging out on the furniture deep in conversation, employees were just standing around talking to each other on their phones, it was one of the most unprofessional situations I have ever been in. I dealt with a women at the counter who printed the invoice out and then she gave it to another man to find. He told me to go around back to the delivery door so it would be easier to load... well almost 30 mins later and apparently my stuff is at the North store... this experience was absolutely terrible, and I don't know if you are aware of what is going on at that store but it needs some serious help. I'm not one to complain about things but I really thought someone needed to be notified about this, because I can't imagine if people experience what I did that they will still be shopping there. There is absolutely no type of customer service experience there whats so ever, if anything I felt like a burden asking anyone for help and it was just a super uncomfortable experience when everyone is engaged in conversation in front of you and couldn't be bothered. I am hoping my experience at the North store will be completely different otherwise I'll need to shop else where.

Thank you for taking the time to read this
Deanna Chitolie-Cassell

Hello,

I purchased this table amongst other things in June 2017. I had my third table delivered to me today which was damaged again. I advised that I do not want to be inconvenienced a 4th time to have another attempt at delivering me a table. I was advised that the only reimbursement I could get was 50-75$. One of the chairs that came with this table is more than $75.00. No one I speak to seems to have customer service skills. I'm beyond frustrated and sick of the run around.

Not to mention, I work for a very large home builder that uses The Brick for our appliances. I'm willing to keep a damaged table! I would like a half refund at the least.

I would like some assistance in resolving this as soon as possible.

Thank you,
Christina Garcea

I purchased a dish washer on 22nd August. And i told the sales the house has already sold, so i wanna you can help me deliver and install it asap. She said yes, and promised you can help my install the new one and recycle the old one. So i paid it immediately for $479. On last Friday the driver delivered it. no body helps me installed it. the driver said i didn't pull it out so they can not recycle it. i accepted it is my fault, but the driver is so rude, and they left the dish washer in the living room and then left. So i contacted with the sales, maybe one hour later she give me the feedback, she said the driver would recycle it and install it. Then the driver came back, just recycle the old one. nobody even help me install it. i have no idea about that, how should i install it by myself?
And the sales told me she talked with her boss, and they will let somebody come here to help me install it with no charge, and i also found other store sell the same dish washer only$379 or $389. and the sales told me the customer service will contact with me for the installation and they can also refund me the difference. Until now, customer service never contact with me, and today is the closing now for the house, so i have to install it. So i hired a guy to help me install it for $100 yesterday. and today, sales contact me the most early day is tomorrow, but today is the closing day.
Until now, no customer service contract with me.

Hi
I'm in montreal and recently purchased. Mysleepchest furniture... 3 delivery men showed up one morning with my delivery that they left up to me to assemble as the waybill didn't stipulate assembly was required
I immediately contacted my salesman who too was in shock of the lack of instructions. I informed him that I had reached out to a neighbor to assemble it for me as I wants able. No worri d he told me!

He reached out to his customer care department and was told to send in the amount it cost me (75$) thru email with copy of the invoice. I reiterated I had hired a neighbor, no worries send it in and they will repay the cost

After 1.5 months I hadn't heard back to I contacted my sales rep and was told to deal with customer care... wellll let me tell you your operations director is not a friendly person, and very rude! You would think that they would have sent an email at least acknowledging mine... totally unprofessional

Bottom line, the Brick is NOT reimbursing me because I didnt hire a professional to do the job that his employees were supposed to do when the bed was delivered, even though I had mentioned to my rep what I had done

I have purchased a lot from you in the last few years... not sure you will be getting any of my money ever again

S. campbell

I purchased a dining set, a coffee table set, and a sofa set at the Brick store in Surrey, BC When the items were delivered, the dining table had a huge crack on one corner, the coffee table had defects and damages all over, and one of the dining chairs had a huge crack. It was appalling that they would deliver such damaged furniture. When I contacted the sales department to advise them of the damaged items, they told me there was nothing they could do about it. The sales person was rushing to end the call without addressing my concerns. After speaking to a manger, I was advised I had to wait another day until they could even look into potentially replacing the damaged items because the invoice was not "finalized" whatever that means.

They told me I should expect a call the following day, but the call never came and when I called them, they advised that they had no records of the call I made to report the damaged items. After an hour of arguing with the sales person, I was asked to take photographs of the damaged items and send them to the store by email. The sales person was extremely rude and implied that I could have caused the damages myself, which is completely false. They delivered them damaged like they had been thrown around in the truck or dropped.

They finally agreed to replace the damaged items and deliver a few days later. On the delivery date, the two employees arrived almost 2 hours after the scheduled delivery time. After they arrived, I watched the employees, who were rude and unprofessional, drop the boxes containing the replacement items on the ground at least three times as they unloaded the truck due to carelessness and negligence. Once they brought the items into the home, they had the audacity to ask why I had not disassembled the damaged tables for them. Then, they refused to assemble the replacement tables, although the delivery employees the first time around assembled the tables as the sales person at the time of purchase specifically told me that the tables were to be assembled by the employees and not the customer.

When I called and spoke to another rude sales person on the phone to report the employees' refusal to assemble the tables, she accused me of lying about whether or not the original sales person, Gurinder G, had told me that the items were to be assembled by the delivery employees instead of the customer. When I tried to explain to her the situation, she hang up the phone on me. The two employees, while trying to remove the damaged items from my home, damaged my photo frames when irresponsibly trying to wheel a large box near my tv stand. I'm relieved they didn't break my tv. To top it all off, they left garbage and packing foam they were supposed to take with them in my hallway, prompting a complaint from the building manager about littering. The employees were so rude when leaving my house, they slammed my door shut so loud. When I refused to sign the paperwork confirming delivery of items in good condition, the one employee said, "Let's just go, we don't need his signature anyways." They left two unopened boxes, one of which contained the coffee table I watched them drop several times, although this delivery was to replace the original items that were damaged. Couldn't even confirm their condition of the items before they left. When I opened the box, there were some minor damages to the coffee table, which was likely caused by their negligence. I ended spending a while tying to assemble the table despite being informed they were supposed to do it. I believe I was deliberately provided with false information because I would not have made the purchase if I was aware I had to assemble the items myself.

Anyways, after the employees left, I called and spoke to another sales person to express my utter disappointment and displeasure with the lack of customer service and poor quality of products by the Brick. This employee while better than the others I spoke with before, she could not offer any explainations for the deliberate misinformation by the original sales person, Gurinder G, as it pertains to the assembly of furniture.

I ended up spending hours dealing with the aftermath of the worst mistake I have ever made by choosing to do business with the Brick. To date, I have not received an apology from anybody at the Brick about the worst service I have ever enountered and poor quality of furniture. I would strongly encourage anyone who's even contemplating shopping at the Brick in Surrey or in general, please do yourself a favour and stay far far far away. It's not worth the hassle, the worst customer service, and the poor quality of products. I encourage customers to take their business and $$$$ elsewhere, plenty of other companies who are professional, respectful, and considerate.

A Big barrel of lemons for The Brick Kirkland

I'd like to share a very negative experience we encountered with The Brick in kirkland.

I went shopping for a King size Box Spring and bed frame last week with my husband and decided we would like one that matched out mattress which was a Sterns & Foster. Seeing as The Brick are one of the few places that seem to be exclusive for that brand (think twice before buying Sterns & Foster), we went in to purchase said items. We were served by a salesman named Nick who quickly sold us the box springs & frame and then proceeded to tell us that they were not in stock and would take a week before we could expect delivery. We went along with it, since we were still sleeping on our old bed in the meanwhile. Fast forward to Saturday August 26th (a week later) and we receive a call that the goods were going to be delivered tomorrow (Sunday August 27th) between 9:40am and 12:40pm. Finally! We quickly got rid of our existing bed to make room for the new arrival and then patiently wait for delivery. At 12:40pm, the truck shows up with a queen size box spring which clearly is the wrong size. Realizing the error, the delivery men pack up the wrong box spring and tell us we have to contact the store. They depart and leave the bed frame behind.

We get into our car and go to The Brick to see what they can do (as there motto on their invoices is "it is our commitment to serve you, our customer ). We line up at customer service and explain the dilemma to the woman at the counter (Andrea). She tells us that we won't see another delivery until next Tuesday, maybe Wednesday. We explain to her that we already have been waiting for a week for this box spring and that my wife and I who are both in our fifties no longer have a bed to sleep on since we discarded of the one to make room for the new one. She was apathetic about our situation (in fact seemed like she couldn't care less) but said she would speak to the manager to see if they could do anything. She returned to say that if we would take something they had in store they would get it to us. We reluctantly accepted to take a box spring that would not match our mattress and then she says "Okay ... delivery will be Tuesday or Wednesday). What? I exclaimed, you are offering me the same delivery date that you did in the first place but now you want me to take something that you have in the store instead of what I ordered? I told her to never mind everything and just refund my money to my credit card. She replies "I'm sorry I can't refund you until tomorrow because the invoice is not available at the moment". I tell her that tomorrow is fine, but just to be clear you are refunding the entire total; correct? She tells me that if I keep the bed frame then they will still charge the delivery fee. What?, the bed frame easily fits in car and needn't be delivered I explain to her. She tells me that I need to bring it back if I want the delivery fee refunded. So guess what, another trip home and then back to The Brick for me. I arrive back and get this, she then informs me that I shouldn't have brought it back and they are not responsible if it gets lost in the store.

So, 3 trips to The Brick and nothing to show for it. In fact, as I write this they are still holding both my money and the goods. If I don't get credited tomorrow, I will call my bank and dispute the charges of course, but still a hassle nonetheless.

Through all of this, the manager never came out even out once to see if he could help us. Despite the fact that this was completely there error and we are just the innocent victims, there were no apologies from anyone at anytime for anything.

So all this to say we had a very negative experience there and so a very big bag of lemons to The Brick (although I don't know if they are all as mismanaged as the Kirkland location)

Hello, I purchased extended 5 year warranty on a Kitchen Table and 4 chairs purchased from the Brick. I contacted to see what my warranty would cover. The Brick sent over a person to assess. In about 1 weeks time, after being promised to be contacted, I had to reach out to the Brick. The individual I spoke with stated, "I was about to call you". In any event, I was told that Warranty would cover a replacement set. I waited another week for the item to come in stock, and was then contacted and told that I had to pick up the item from the warehouse. I questioned why the item would be not delivered, as the item was no longer up to the standards from the manufacturer. I was told bluntly that the Brick does not cover delivery on warranty. I was then told that I had to disassemble my old set, which is basically garbage, and return it to the Brick, BEFORE I would be given the replacement set, even though the old set is firewood. Since the Brick does not deliver warranty, I do not understand why I have to deliver garbage? The amount of effort in to what my understanding is supposed to be a "hassle free" extended warranty service, is Legendary. The woman I spoke with when I politely questioned the policy and its lack of customer friendly status, quite bluntly stated "I have worked her for 18 years and it has always been this way". This does not make it right. Going forward, with the purchase of my new home this fall, and with an entire house now to furnish, I would never reccommend the Brick, nor will I spend any further monies at this or any other Brick Location. If you do not wish to honor extended warranty, you might as well say so, rather than make so many layers of red tape, and a difficult process to acquire the warranty item. Not everyone has large vehicles that they can simply return large items. Or tools to disassemble. Pregnant single mothers, elderly persons, and also to pick up the item. This is not a friendly store, or service. The only positive outcome would be to come to the home to pick up the damaged item, and at the same time swap it out for the new/replaced/warranty item.

Hi There. I am writing to let you know of the awful service I received this weekend at the Brick in Beaconhill, Calgary. Order #081771XHCAM
The salesperson was phenomenal, Dominic D. He was extremely professional, helpful, and informative. An extreme pleasure to work with.
However, the customer service desk was not helpful and lied to me to cover up it's mistake. On Friday Aug 18th, I paid for my order in full and requested delivery for Tuesday (my day off). The lady at the desk said that they can schedule me in for Sunday August 20th and that I would receive a call Saturday evening with a window time. Saturday night I did not receive a call so i called the Brick at 10:08am Sunday morning and the lady at the desk said that there must've been something wrong with the automated call system and that my delivery was for 11:20-2:20pm. I was concerned so at 11:24am I called the desk to double check my delivery was in fact coming today. She said yes and to wait until 2:20. I called at 2:06 and the same lady at the desk said she would send an email to their shipping company and that they would contact me asap. I waited 20minutes and called the Brick back and spoke to the same lady again who said that there is nothing she can do as she can not reach the freight company. It was now 2:40 and she told me to wait another 10 mins. I told her that I have a family event to be at and if it’s possible to reschedule for tomorrow. She said the next delivery wasn't until Thursday. I asked her to try the shipping company again. She put me on hold 3 times and came back to tell me that the best she can do is give me $50 off my delivery price but that I'd have to wait until Thursday. I told her I was working Thursday. She said she'd try the shipping company again and call me back in 10 minutes. She called me back in less than a minute and told me that there was delivery scheduled for today and that she remembered me coming in on Saturday to make final payment and told me that it was scheduled for Monday. I was extremely upset at this point because now she was lying. I asked to speak to her manager. Harpreet, General Sales Mgr., comes on the phone and I told him that I have waster my Sunday waiting for a shipment that I just found out that wasn't even scheduled. Why didn't the lady at the desk tell me the first 3 times I called that it wasn't scheduled. Whose order was she looking at then this whole time. All Harpreet said was "ya, sorry this was a miscommunication." I explained that this was not a miscommunication but in fact a lie. He said the best he can do is not charge me for the delivery but that I'd have to wait until Thursday. I told him I was working and that wasn't good enough. He said he'd go through a 3rd party delivery and have them deliver within the hour. I was satisfied with that. He then calls me back and tells me I need to pay his driver. Unfortunately, I didn't have cash on me and I had already left for my family event. He insisted that I do him a favor and go to the bank and pay the driver and then he'd pay me back. When I said that wasn't convenient for me and that it's his responsibility to make this right. He said sorry there is nothing I can do and just sat there on the phone with no comment. I asked him to cancel my order and refund me in full and the way that I paid for it...$1000 cash and the balance on debit. He said sure no problem come in. I went in around 3:15pm and Harpreet to me to customer service and they informed me it's impossible to refund me any cash. When I asked Harpeet why he said it was possible over the phone he said, "sorry I didn't know." I was refunded in full. I would appreciate someone calling me or emailing me back with an explanation as to why your employees can lead a customer astray, lie to them and then do nothing to take responsibility for it, but instead to continuously inconvenience the customer.

Hello,

I am writing to express my concern with the furniture quality of the sofa and loveseat we purchased at The Brick. The product we purchased was the "Dax fabric sofa and love seat". You can review my order under the telephone number [removed].

This sofa and love seat are in an area of our house that are not used daily.

In December 2016, we contacted the Brick as the seams on our purchased furniture were ripping. At that time, we were sent New cushions and an apology.

We now have ripping seams on the cushions that were not replaced. The seams on the "throw cushions" are also ripping. The cushions were purchased and delivered with the sofa.

I contacted the Brick and am frustrated with the response. I was told there was nothing that can be done anymore and that "I should have purchased extended warranty". I was also told "throw pilliows are not covered because they are accessories".

I further explained that I shouldn't need to purchase extended warranty on a product that was already proven to be flawed. I was then told I shouldn't have waited to call and should have called when it occurred. I explained, these are further rips in seams of cushions that were not previously replaced. I was then informed once again, nothing can be done as I did not purchase extended warranty.

I would like my case to be reviewed as I feel there is a defect with the product. It's is not normal to have issues with all seams including the throw cushions. I believe, a reasonable resolution would be to have the subsequent flawed cushions replaced.

Regards,

Kristie [surname removed]

Bought a Bedroom set.
Brick Sales Order Number: 071074EEKYB
Looked at the store. Could not decide on it. However next day ordered it online. During the online process, it asked for the shipping charge, I agreed and paid. During the online purchase steps there was no clear mention that i am not buying set up or box removal. Bought furniture few times. Everytime from store and always delivery man set up the furniture in past. The brick delivery guy came here today and said he is not going to set up or take the boxes. He shows me a (R) on the invoice, explaining that means no setup. When we insisted he left without delivering furniture. What a day. We could not go anywhere on this weekend expecting the furniture delivery today. Weekend become complete waste.

Dear Sir,
I bought a fridge 10 days ago from the Brick furniture in London. I talked to sales person Rebecca about the dents in the fridge in the model room and she told me that she will deliver a new one to me but they have delivered me a damaged fridge with dent.
When I talked to the store manager she refused to discuss with me about the issue and I said to her that her behavior would damage the store reputation and she said it is already damaged and we don’t care about it now. I bought many appliances with extended warranty and my plan was to buy sleeping room, living room and dining room but it looks I need to hold on after this strange customer service.

I am looking forward to hear from you ASAP

Imad
Cell: [protected]
[protected]@yahoo.com

Hello,

I purchased Two sofas, 3 chairs, an ottoman and a couch at Edmonton South Common Brick Store in June 2017, store did not have any of the items in stock, and offered to deliver them. Now they said they will be receiving one couch in July and rest of the stuff in August. I was ok with it and we purchased it. To my understanding it is stores responsibility to deliver items all together, them not having in stock is not customers problem. My sales person and the sales manager Akash/akshay told me they can only do one delivery for free, which is usually not the case, I have purchased items from different locations in the past with similar cases and those guys always did free deliveries every time something was not on hand . They delivered one sofa in july I had to pick a small item up at the warehouse and now they are asking me for money to deliver the rest of the items. Which To my understanding it not fair. If this is how brick deals with it's customers then I will never ever go back to brick.

March 21, 2016 we purchased a 9 piece dining set from your Barton St., Hamilton, On. location. We weren't going to purchase an added warranty but on the advice of our sales person, we did...because we have small grandchildren. We purchased the 5 yr. All warranty that she said would cover all potential issues.
The table got badly scratched from the kids playing with their Tonka toys on it while we were away on a holiday. We went to the Brick to inquire what to do and they sent out a Technician. He told me that it was not misuse, but an accident and that it should be covered - all they needed to do was replace the table top. He even told me to fight it, if it was turned down because it wasn't misuse. That was on Thursday, July 27th.
I called to find out the status on Wednesday Aug. 5th. and was met with a rude young lady who informed me that it was deemed misuse because there was more than 2 scratches. I asked to speak to the store manager and she replied "He'll call you when he can fit you in"! What is that! it is now August the 11th. and he hasn't been able to "fit me in".
If you check our history, we have spent over $15, 000.00 at The Brick and have been loyal shoppers there since the 1990's. Is your cost of our table top really worth losing us as a client? Is your sense of customer appreciation and Good Will so defunct? We deserved far better from you than what we have received. Your salesperson lied regarding the warranty coverage, your technician lied regarding what was being put in the report - or the rude person at the store lied about what was in the report - and also lied about the manager not being available - ever.
We simply want the table top replaced and our warranty covered - which we paid for. We also want a reply back regarding this matter. I don't want to be ignored. The cost of our extended warranty is probably equal to your cost of a new table top. A lot of circumstances during a normal dinner party could cause more that 2 scratches. That is the dumbest warranty remark I have ever heard.
The entire staff at this location needs customer service training. The store is almost always empty and you have to wait while salespeople run and ask the manger questions regarding purchases. Funny how he's available then.

I have a complaint about the false and non respect of the 10 years serta mattress waranty! 2 times in 6 month a technician have come! Those 2 times the edmonton office decide not to honored it even if I had all the perogatives to be indemnize with new mattress... Do not buy at the [censor]! They do not care about customers! Sue them in court like I will, if the same happen to u! Thanx

I purchased 6 of the Chelsea Dining Chairs in January of this year and by February the seat had already dented in where one would sit. I can literally feel the wood base thru the cushioning. The Langley Brick took a few months to finally get a technician to my house. The tech came out in June and deemed it wear and tear. Back in Feb the chairs were still brand new and I even offered to just drive back with them.

My previous chairs were over 15 years old and still are better than these Chelsea chairs. I expected an exchange for a better product but instead got told it's "wear and tear according to the tech and there's nothing the Brick can do." Very disappointed in the lack of customer care.

1 month before we moved into our new home my wife and I purchased a entire living room set together with matching coffee table. On the day of the delivery the driver told my wife that the glass for the table was back ordered. The sales consultant Patrick apparently did not complete the invoice and I have a base with no glass top. Maybe if he wasn't so hurry in taking my money... because he "had another customer waiting" this would not have happened.

My stuff came in boxes and I no problem assembling them myself. But what a disaster... I purchased 6 chairs... Only 4 had all the parts. I had to return the other two.

The coffee table when assembled, the base and glass would not be straight. The holes for the base was twisted.

This had to be returned.

So out of a dining room table and base, 6 chairs, a coffee table and base... All I have is 4 chairs, a glass for a coffee table and a base for a dining table... What a disaster.

And the service from the management of the store was disgusting. They refused to offer us any type of redress or compensation. Roy Joslin and Jaspreet Kaur didn't care.

I will never purchase anything from Brick again.

Hasan

I went into the Brick in Nanaimo with my wife to look at recliners, we liked one that had a price tag of $399 with a sign above it stating 20% off this with an arrow pointing towards the price tag and it was on sale until Aug 7 I believe. Picture attached. When it was getting rung in the total came to somewhat like $464 so I asked about the 20% off and then the salesman says oh its not off the $399 its off the original price of $599 the $399 was covering. He said he was in the process of changing over the price tags. Said some bullcrap story like he cant do it after hours. Uhm should'nt it be done before the store opens. Called the manager and she offered another 10% off the total. We found that unacceptable as that is not what was advertised. We will never shop at the Nanaimo Brick again as they the ones that cant get their crap together with their sales signing. Off this price with an arrow pointing to the price is pretty self expanatory, then they dont have the balls to back it up. Bad organization, bad management, the salesman did not say anything about the 20% off coming off a different price when we were discussing the chair for purchase. Get it together Brick as you just lost a customer. Anywhere else would have given the 20% off the stated price.

My family and I just moved to White City saskatchewan and we have been purchasing our furniture from the brick.
We bought a kids bed that was as is.My husband and I had a thorough look at the bed before buying and decided to purchase the item.
The item took a week to be delivered to us although it says as is, we were expecting to just take it as soon as we bought it, but they said that it has to be delivered.
Anyway the following week when it arrived.it came in pieces, it was bruised, busted up, to us it looked like it has been used and reposed and there was no instructions.
I called the brick to complain, I even went into the office and spoke to the store manager Trail Bars who told us to emailed him pics of damage which we did but he never got back to us.
After the weekend, we want back into the store to see Trail who has just went to a conference call for a hour as soon as we went into the store.
We then left our phone number and ask for him to get in touch with us so we can discuss the beD and it's conditions, but he never got back to us.
We had picked up a printed instruction from the store which they downloaded.
This morning ;after 2 weeks We decided we will let it go and put the bed together. When we open up the package with the hardware lists:there were not the right hardware and not even the right ones.
I called into speak to Train again and for some reason he just stepped out the office while I can hear a male voice talking to the sales person I was talking to on the phone.
So now am stuck with a $490.00 damaged bed with no tools and hardware to put it together, and train isn't responded.
I need help please.
Thanks
Karen Edmonson

I bought a double reclining couch, a reclining chair, a queen size bed and a kitchen table and a dining room table and six chair last August 2016. A major purchase for me as I'm retired and on a pension. The chair and couch had small rips from the delivery men and when I complained, a month later was given a glue on vinyl patch, which doesn't stick and peels. One of the dining room chairs broke after the second time it was used. I complained and asked for a replacement and was told if I didn't buy a warranty, which was never mentioned at purchase, they couldn't do anything. I always believed that anything purchased had at least a year warranty. I will never buy another thing from the Brick .