The Brick
Reviews and Complaints

To whom this concerns

My husband and I purchased couches from your company "The Brick" in April of 2015 and where told by your sales man that they would arrive in about 6 weeks. We understood this and waited patiently for them. In the mean time we also purchased a table and a set of 6 chairs. The table and chairs arrived promptly and where delivered on time. When we opened the box of chairs we discovered that they were the wrong color and returned them to the store. We then were told that the chairs were back ordered and we would have to wait for them as well.

I have no problem waiting and I do understand that mistakes are sometimes made.

My husband and I went into to store some time later to find out when our couches might arrive and were told that "they", being the staff, have no control over when the couches would be arriving from China. We waited another month and returned and spoke with Destiny the manager about our situation and she told us she would send an email to the company in China and would then contact us by email about it. We waited and no email from your manager. We returned in the next month and spoke to Daniel at the customer service desk and asked to speak with Destiny the manager and we were once again told she would send an email to see what was happening with the couches. We never received a phone call or email from your manager in Red Deer, Alberta. Not one!

The date is now August 19 2015 and today my couch is set to arrive and I will not be home to accept them. I explained to the man on the phone that I have to work today and cannot take the day off, nor can my husband, and asked to change the time of delivery and was told" NO. Sorry we have a full day and cannot change you delivery time." I am very sure that I am paying for the delivery of my own couches. I also bought the couches back in April because I had all the time in the wold back in June and July to receive my couches and to change my schedule. I called your manager at the Red Deer location to ask her to intervene and was told no" sorry but they will not change their delivery time. If you are not home they will change the delivery to the next scheduled date." I explained to her who I was and the problems we have had with her lack of involvement and customer service. All she had to do was to contact me and let me know that she was trying to help, but she never did. No follow up email to me or my husband, no call, nothing. She began to get very angry on the phone with me. Destiny better hope there are no scratches on my new leather couch...not sure what she will do when we are face to face.

Your company has dropped the ball not once but many many times in the past 5 months ...not just with me but with many many people and you really need to start reading some of the complains that are out there. I will no longer shop at "The Brick" and will do every thing in my power to persuade others to do the same... You have forgotten who made your company strong and worth millions. I may be only one person but... Personally I think you store is lacking in customer service and reliability and if I had the choice to have my money back...all $4000... I would tell your staff to take the couch and shove it!

Here is my personal phone # incase you wish to do some customer service of your own

###-###-####

Sincerely

Patsy Dawe

We bought our couches on july 3rd, it is august 17th and still no ocuches. Terrible instore service! Staff playing the blame game - store manager first blames the salesrep, customer service blames each other. We paid cash for our leather couches and after multiple calls in, all we kept hearing is it will come this week, next week this date / next date. Worst - the customer service reps just try to brush you off the phone rather than showing a single sign of empathy. We were hosting a party and based on the rep's word we got rid of our living room couches. But our delivery never came and not even an apology call. We have been one full month without couches in our living room. Worst experience ever - do not buy from niagara falls location ever. Terrible service - cannot believe we bought our family room and living room furniture there. We were thinking of going there for our bedroom set, but no more. We are better off buying elsewhere, atleast we won;t get the run around for so many weeks. Do not buy at this location! Will never shop at the brick again.

I bought furniture from the bricks also bough extended warranties. But the way The Bricks treating me now make me feel why I bought from Bricks and why I bough extended warranties.
After making tons of complaints and also visiting at one the location, nothing happen. Nobody even bother coming and just saying sorry.

Have place over 30, 000 if not more from the brick and everytime something has gone wrong but i always go back.This time is the worst order a bed was told it would arrive same day living room set arrives take old bed apart put outside on the deck wait for bed to be delivered front room set arrives and no bed call my sales person who basically said sorry you miss understood me bed not in stock you will have to wait now 1 week and then got on the defence and did not even try to resolve issue. Got my money and now they don't care i guess once they get their commission you as a customer are nothing

I ordered a double oven gas range from The Brick. The day before delivery they called to say the range was damaged and I would have to wait while the made a new one. I received the range and my gas man attempted to install it yesterday but said there is major damage to the pressure regulator. I found a damage report attached to the back of the range and it had my range's serial number on it. The report stated "THE BACK OF RANGE IS CAVED IN". It also had a work order number and was attached to another customer's delivery invoice. So, the range was delivered to another customer, rejected due to severe damage, repaired by The Brick and then sold to me as a NEW range. I called The Brick and they adamantly told me they do not sell refurbished product. They refused to believe me about the damage report and customer invoice I found so now I have to take a day off work to go in and show them the documents. They also told me I would have to have it repaired by their warranty service and I would not be receiving a new range. I'm going to fight this one all the way. What they have done is nothing short of FRAUD!

The dining furniture we ordered that was delivered to our house on November 8, 2014 is of very poor quality and workmanship which was totally different from the quality of the furniture that was on display at their store. One of the reasons we bought this furniture is because of its good quality and visual appeal when we saw this product at their store in William Kitchen Rd Scarborough, however we are very disappointed and felt cheated after it gets delivered to our house, unpack the boxes and have it assembled. The quality of the furniture we received was very bad--too far off from their display at their showroom and totally of very poor quality. That is the risky and frustrating part of having the furniture to be assembled by the purchasers, you do not know what you are getting until you unpacked the box and assembled the product. There should be a law that must protect consumers and buyers on this part. What we received is totally garbage and The Brick does not want to change it because its past their 3 days requirement on returns. But we just moved to the new house and were not able to open the box until a few days later after it gets delivered which is unfair for the buyer like us. We do not open the box immediately after it arrived because who would think that a furniture store like the Brick will cheat and give you a furniture that is of different quality and inferior to their display set, and the same time we just moved to a new house and was very tired and exhausted. But we regret it for giving the Brick a trust. Now that it has broken our trust we will never buy at the Brick store ever again. We have been their regular customer but what happened in this circumstance is not acceptable. So those contemplating on purchasing anything at the Brick, beware!

Full Circle Protection Warranty was sold with false promises and while redeeming the warranty cost after no claims, The Brick is preventing from us to redeem it with several restrictions which were not told to us while selling the warranty and some of those restrictions are fine printed on the last page of the warranty folder. Some are nowhere to be seen.

I bought a Samsung top loading washer from the Brick in March 2012. I have had problems with it since March 2013 but stupid me didn't realize it only had a 1 year warranty from the manufacturer. Good thing I bought the extended warranty or so I thought. The machine leaves dirt/residue on my clothes even after following the proper instructions and double rinsing the clothes. Techs have been here 7 times and still no resolution. I was told by someone that I thought was from the Brick that after 5 service calls I should get a new machine. No such luck. I tried calling Samsung and they say their warranty is only a year and they can't help me. I have 5 people in the house and this machine just sucks and everyone keeps passing the buck. I emailed the brick customer service, have called transglobal numerous times. I just want a working machine.

I purchased a 5 piece bedroom set from MDG not realizing that the set only came with a head board and not a bed frame, I would not have purchased this if I had have known that I the bed frame was not included, also the headboard is so thin that the legs would break, I do not understand how it is expected for 2 adults to sleep in a bed with the legs being that thin, when I called to complain and ask if I could return it because I do not have a frame or a box spring I was told to go buy one, If that is the customer service that you provide I will make sure to let everyone I know what kind of company you are, surely you don't think people actually buy bedroom sets without the frame for a bed included, I was not provided with a contract and when I asked if I can return it I was told it was final sale, good customer service would be to clarify with the customer that they wanted to purchase a bedroom set without a bed frame, I do not know of anyone who would purchase a new bedroom set and not be able to sleep on the bed because they only received a head board, there fore I will be sleeping on the floor because I have no bed frame or box spring for my mattress, I will no longer purchase anything from the brick, I said that about 8 years ago but I thought I would give it another try, I will go to leons for my furniture, not a happy customer...Carolyn Villeneuve

I have tried to pay off my brick balance with my visa which has a interest rate of 11% while the brick's interest rate is 29.90%.
The Brick will not let me use my credit card to pay my balance they will only allow payment by cash or debit and by cheque.
Although you can use any type of credit card to make purchases at the Brick. From a monthly payment of 60.00 dollars they take 40.89 dollars in interest. Why is this legal for the Brick to stop an individual to pay a owed balance with any other credit card?

Attention:

Hello my name is Lourdes Aguilar I bought a Mattress set at the Brick in 6925 King George Hwy Surrey BC . The first set was hard on my back It was for $ 999.97 dollars and it was a good quality but hard on my back and were offering me pillows metal frame and coverage mattress as you can see they tricked me and I went to the store again, and they offered me, and expensive one, but it is a bad, quality it doesn't have nothing to hold and carry or change the position for me as a woman can do it myself (change position) hard to try at the store only when you seep at home it was more expensive I had to pay $1279.97 I 'eve been in contact with the store I made a complain about the quality of the box Spring and the mattress con fort I 've been with pain and pain in my lower back and the box Spring is a bad quality it look like a box of wood and carton Unfortunately I been sick and with depression and taking medicine When they came to set up the mattress at my house I didn't pay attention or to check on the mattress and box spring only I checked them when I changed the room and moved the mattress in other area I 'been at the Store so many times and they sent sent a inspector to checked it unfortunately the first one didn't check on the mattress and box he was only taking pictures and when asked him, to checked it at the box spring, he got angry and was rude at me and was in a hurry to go out he told me they pain him for time. Since then I 've been back and forth to the store, without and answered to my complain. I am disagree with the bay. They are giving me a bad time, and no answer to replace it, or change the set. The first time I was there was after two or three months in 2010 I was talking with some of the managers in charge from the store, and he told me they not specialist in mattresses and if I was in pain I should go to see the doctor he was rude too I am tired of them so I've been in the sore for three consecutive years but without an answer for my petition the sent another inspector to check on the mattress but this guy was with very strong breathing of alchool and it is not professional to go and work for the Brick I was waiting and waiting for the Store (the Brick ) call but ne ever did so I decided to go again and talked to the Store Manager and told me to call Sally mattresses to do the complain because they don't want to take charge of that. ( Only they take care and pushing you to buy a more expensive one, at the first after they don't care they did with me) I would like to ask you if you can do it something in regards I was My Box Spring and Mattress to be exchange, good quality and con fort I t have a back problems. Could you please sent me a e-mail back I would like to hear from you.

Thank you for your time and consideration of my petition

Mattress Details:

1 1 OPTIMPLQPSEALLOPRO QUEEN Set

2 1 OPTIMPQMTSEALQUEEN MATT

3 1 SLDS10LQBSEALLOPRO QUEEN BOX( BAD QUALITY )

Ordered bed for my daughter was suppose to be delivered for Chritsmas it is now February 11 and I'm still waiting for pieces to my bed so i can assemble the bed. My daughter has been sleeping on a mattress on the floor because I've had to order for missing pieces 5 times now. The salesman scammed me into paying $60 for delivery because he said it was too big for delivery even though I have a truck i said I could do it myself. When the pieces got here i could've fit those pieces into a smart car they were so small. When I call to CS to find out where my pieces are they keep transferring me back to the same person who could'nt help me in the first place. I paid cash upfront for the bed as a Christmas present for my daughter and this is how they treat me? *** YOU BRICK! Going to get my money back today and buy a bed today that i can take home today!

Bought a matress on 14 oct 2013 with all the million reassurance and satisfaction, 180 days return promises etc. Matress is very hard and firm tried for one night and woke up with stiff and aching back, went back to Brick within the very first week and wanted to exchange the matress. Brick said that, we would have to pay the return shipping which is somewhere $60-70 and will pay shipping for the new matress also the one we will exchange. Frustrating part is that, we were told that, if we get a Brick credit card and purchase on it the shipping will be free on anything we buy so I ended up getting their master card the day I made my purchase the first time, but then they denied that it was only for one time, it doesn't say anywhere I fact looking at there flyer for this week, still same promise shows on the flyer 180 days money back, free shipping with their card etc but no where it says it's only one time...what. A way to trap consumers to sell their product and master card with false promises and fraudulent way! I am stuck with this hard matress and my money is wasted, I don't want to pay shipping twice as I was never told and why cannot they take the old matress back at the same time when they will deliver my replaced matress in one shipping charges. What happened to their promise of free delivery with their very own master card? FRAUd! BEWARE!brick is the biggest fraud !

We purchased at least $25, 000.00 worth of product from the brick within 6 months alone! On thanksgiving day, our $2000.00 range broke before boiling a pot of water. We have had the stove for less than 3 months! Our first thanksgiving hosting in our brand new home was cancelled due to the piece of c* product they sell at the brick. You'd think they would value a paying customer and give a little more respect when it comes to inconveniencing an "end user". They try to up sell you their ridiculous warranty but you get the run around from every customer service rep. My husband and I have our own company that services warranty. A company that genuinely cares and values their brand and their customers would replace a faulty defective product with no questions asked! What ever happend to the good old saying, "the customer is always right?" obviously not always the case, but in good reason, companies should take this saying into consideration more and understand what their "end users" or "consumers" really need. It's ridiculous how there is never a "higher power" above the bitter, power tripping retail managers or store supervisors or call center supervisors to address these complaints. Instead, all you can really do is rant in an insignificant website such as this one, and no one will address or give a flying f — k about your issue anyway? I know there is no point in posting a complaint on any forum. The ceo won't take time out of their busy day of golf and address the issues of on insignificant end users like us all. Even though our disposable brick purchases are what got mr. Head honcho brick his fancy corporate office and country club membership.

I first tried to return coffee tables that were peeling, they were not cheap tables, I was told there were no refunds I was then asked to call for warranty service the rep came to our home (for the sofas) he advised me to purchase a stain pen to repair them they were a month old at this point for $750.00 I expect wood not colored crap! furthermore, the sofa cushions are sinking within 7 months we are not that heavy of people also the arm of the sofa is loose they sent a guy to look at the product the only thing in his order was the arm so are only going to repair the arm, I have to start the whole process again to have the cushions done! I am all about warranty's however this one wasn't worth the hassle. it was only $ 150.00 cheaper than the sofa.

Purchased a sofa from the brick with the extended warranty..it's a sofa with power recliners on either end...the electronic PAC seems to be broken as neither lazy boy will rise...phoned the Brick a month ago & still haven't received a call from the technician..it's now been a month! Very poor customer service from the service department at the brick...first they blamed the tech..now they say they don't know if he's away or in hospital or whatever...are you telling me they only have one tech & that they can't contact him?!?! What's the point of buying an extended warranty if you can not get your item repaired...will never purchase at the Brick again! Very unsatisfied!

Over 2 months ago we ordered lamps for our living room from the brick and even though our credit card was not only charged for the lamps but we were charged over $100.00 to have 'expedited delivery' on this product and we still haven't seen hide nor hair of the dam things!

Don't tell me they are not available yet as they have them on the floor in your store in kelowna, what kind of a bloody zoo are you running?

We are not only contacting the bbb but we are also putting our complaint into every complaint board online and writing letters to the local media as enough is enough

Don & sally lorencz
West kelowna bc

778=755-4461

My wife and I ordered $300.00 lamps from The Brick which is now owned by Leons Furniture over 2 months ago and paid an additional $100.00 for expedited delivery to our house. Even though they have these lamps in store in Kelowna and have charged our credit card for both the lamps and the delivery charges, they haven't delivered the lamps!
We are now disputing the charge with our credit card company and submitting a complaint to the BBB along with some other authorities to see if they can help us and see if we can get some idiots from the Brick and Leons put out on the street and give someone who really cares about customers, their jobs!

Don & Sally Lorencz
Kelowna BC

Purchased bonded leather (suede) sofa & love seat Sept 2011.
Sofa material "de-bonds" June 2012, is physically inspected & replaced under Full Blanket Warranty, Sept 2012.
Sofa material "de-bonds" again, Jan 2013, is visually inspected & determined to be "mis-use" case closed, no compensation.
Complaint lodged, manager reviews and determines $200 can be offered as re-imbursement.

Same problem, treated differently each time. Sofa should be replaced as it was the first time, or equal value offered to replace sofa & love seat with items which will NOT fall apart in 6 months.