The Brick
Reviews and Complaints

So if anyone is reading this and trying to buy furniture from the Brick, Dont. Or do not buy the extended warranty from Trans Global Warranty Corp. When you are buying the furniture, the sales people will tell you anything to make the sale. Once something happens to the furniture, they will weasel way out of repairing the furniture. Just happened to me today, After being told that our warranty cover even cigarette burns, (Our sofa was bonded leather) I bought the coverage. When I called about today a bubbled/ripped leather, they told me that I was lied to by the Brick sales people and the warranty card I was given was not the same as the one in affect. Than I could not believe and went to the website and the warranty terms I was shown was there online. Then when I confronted the GWC warranty people I was given a completely different Warranty terms and conditions from 2008 and I was told that the website has the "new" version which was not covering me. I call that B.S.

So d yourself a favor and do not buy from The Brick. If you cant pass a deal because it is too good then save yourself the headache and do not get the extra warranty. Because in my opinion it is a useless piece of paper that will cost you money...

WE have over the last 15 spent over $15, 000.00 dollars on Furniture appliances etc. Last sept we bought some bedroom furniture and mattresses a free 50" plasma 3d tv came with it for free. WE had the stuff delivered and we unpacked all the furniture except the TV we just looked at the box which was undamaged . We put the tv in an unused room in our home. We didnt need a tv had 3 plasmas already. So out of sight out of mind . Well one of our sons comes over and asks about the tv he wants it. So we open the box and take it out . When we pull back the protective screen cover we see a long crack on the screen. Not the outside glass but the inside one . we phone the salesperson explain as above she says oh no problem. Well then Karen the manager comes on the phone I repeat story she wont exchange it its been over 7 days. I tell her I'll bring it in its easy to see theres no external damage to the tv or box her answer no. So after numerous calls to head office in Edm we get a call from a repair company I explain it to her now she says not her problem its between the brick and Samsung. 16 months later no resolution. this manager just told a customer who himself had spent 3500.00 to get the free tv and whos son had purchased 4000.00 about 10 months before that and a niece who I took there and she spent 9500.00 to pretty much drop dead. all for a promo tv that with 2 seconds of common sence could have been exchanged and sent back to Samsung. I own and operate company and if one of my ppl treated a customer like that she would be fired. leons and the brick are one and the same.

Hey,

I bought a TV 40 inch on 22nd December and when I went there again(2nd Jan 2013) to upgrade to a 60 inch one (same company same specs), they said they can't replace/upgrade the product because its out of exchange period(7 days). When I bought the product they said please don't come on boxing day to replace or anything because they are very busy. The manager is very rude and he said buy a 60 inch TV if I want, they wont replace it. Guys please please stay away from the Brick, worst customer service ever. I never recommend to anyone.

Just got back from the Richmond Hill brick at 7 AM. Went to get a 22 inch LED TV advertised on the front page of the brick flier.The flyer listed the price at $88 and their system is still listing it at $158. System showed 4 in stock.

Sales agent wanted to sell it to me at the flyer pricing (he is new - first day on job?) but the manager said that they required you to line up before 6 AM to get token from them to get the Boxing Day flyer pricing.

Said they would not able to accommodate me even though the system showed TVs in stock at the store. Also, The stock was not on display

Manager Mohammed would not budge on this.

Here's the kicker. It's not like the 4 remaining tv's in stock were allocated to those with tokens. No, they were ready and eager to sell me the TV at the regular price of $158 + tax. They just wouldn't sell it at the flyer price.

It was not worth my time to fight this but I thought I would post a warning for other buyers. Avoid the BRICK boxing day sales like the plague IMO.

Will be lodging a complaint of course but I doubt that they will do anything about this.

The Brick HSBC Call Centre calls me every month to make sure my payments are made on time because I missed one month.
They call me at work and harass me in front of all my colleagues.
Back in October I paid what was due and an extra month's payment. HSBC did not apply the extra payment as November's payment instead it went to principal. FINE. I make the payment on time in November 3 days prior to the due date. A total of $378.00 which was $12 more than the minimum. Now in december they increased my payment to $414.00 stating that I didn't meet the minimum due in November . I don't get it, the customer service agent would not acknowledge the payment was on time last month. I don't understand why my payment is increased when the payment for November was made on time with extra funds. I have to say the experience with the Brick and HSBC hasn't been good or nice.

We have recently received unacceptable service from Transglobal Service and Warranty, because of purchasing a refrigerator, with extended warranty, from the Brick approximately 2 years ago. Recently the fridge started making some strange and very LOUD noises, which at times would become so loud that it actually woke us up at night. We contacted The Brick to inquire about our extended warranty and were re-directed to Transglobal Service/Warranty.
My initial contact with Transglobal was on October 8, 2012. I explained the issue and was told someone would call me back. I did not receive any phone call. On October 15th, in the evening, I called back again and for the second time, I’m told someone would contact me upon sourcing someone in my area to service the appliance. A week later, still no calls. October 22, 2012 @ 10:10am, I called again and spoke to Steve, who claimed there was no record of my previous calls/requests. I asked Steve to speak to his supervisor and he transfers me to “Martha”, who claimed to be a Manager in the Appliance & electronics warranty/service department. Again, and for the 4th time, I explain the issues, including on complaining about the lack of response to my previous phone calls. Martha tells me "Murphy's Appliance Repair" would be contacting me to set up a time to service the appliance. Several days turn into a couple weeks and this nothing, no one calls. I called AGAIN (November 20-12 @ 3:15pm, spoke to Mary Louise) and was told that Murphy's Appliance service request had been CANCELLED. No one knows why or how this service request was cancelled; however, this time, I’m given the name of another service company, Valley Appliances, as well as an actual service order number 125787 for my confirmation (sounds promising right?). The following day we received a phone call from Maritime Appliance---NOT Valley Appliance -----and made an appointment to service the appliance. My husband was present for the appointment and stated the tech straightened a fan and cleaned the unit and left. The service visit from Appliance Maritimes did not solve the problem. A few days later, I come home, and the fridge had stopped working (and smelled lovely by the way). I called AGAIN on November 23-12 (how I spent my birthday, thank you Transglobal!), spoke to Augusta, requested to speak to someone in management AGAIN----I was transferred to Carol Ann . Carol Ann promised me she would arrange for something the following week. Considering my experience with Transglobal at this point, I wasn’t all that hopeful I would hear anything at all, however she claimed that she was actually going to DO something----for real, she promised that by Monday, I would hear from her. My husband arrived home at this point and was able to get the fridge working again------thou not before we tossed out a significant amount of groceries. Carol Ann sends me a 'food loss' claim and tells me to fill it out and return it.
On Monday (Nov.26), Carol Ann (SURPRISE!) actually DID follow thru with her promise and I DID hear from her, however she told me someone would not be able to come before Wednesday of that week. She also told me that she was unable to accept the food loss claim until someone had actually looked at the fridge. Wednesday (Nov. 28), appliance repair people call first thing that morning to tell us they would be there 'sometime' that day. Neither my husband, nor myself had the luxury to stay at home all day from work for an appointment time of “sometime”. . As it is now, this whole "WARRANTY" service has already and sucked way too much of my time in phone calls, complaints, emails, etc...and I still have an un-serviced fridge, making loud and obnoxious noises and continues to wake our family up throughout the nights------UNACCEPTABLE. The service tech was supposed to contact us with his next availability with a specific time----we have yet to be contacted since.

November 30, 2012, I call Carol Ann again (she is the only one who follows thru with what she says), and told Carol Ann that I wanted my fridge replaced as The Brick/Transglobal sold me a warranty which they were unable to honour. Carol Ann advised she would submit my request to management. I asked Carol Ann why Transglobal would sell a service they could NOT provide------and ACTUALLY, I would still appreciate an answer to this?

On Dec. 6, I received a message from Carol Ann, confirming Transglobal will replace the LG Fridge. I called Carol Ann back on Dec. 7 to acquire the details in replacing the unit. Carol Ann informs me, it is our obligation to return the broken fridge, pick up the new fridge and RE-PAY for the extended warranty. NO. WE had already paid for ALL of this once. We have paid for delivery. We have already paid for this "extended warranty" once----WHY WOULD WE PAY TRANSGLOBAL FOR ANOTHER WARRANTY THEY CANNOT HONOUR? Seriously? I would hope that the manufacturers of LG Appliances would expect and promote their products to last more than 2 years?

We have purchased a number of items from The Brick in Halifax, NS. Every single item we have purchased, we have had to use the WARRANTY on----EVERY SINGLE ITEM, yet we have never received such pathetic, untimely and unacceptable service. It IS deceitful to sell a service you are unable to honour------I paid The Brick/Transglobal money to extend the warranty on my appliance; YET, here I am, with a LOUD, noisy and unbearable appliance which I have literally begged to have YOU service OR replaced it and for 2 full months----how do you even justify this? Is this your idea of acceptable service? It’s pretty sad when it’s the customer that has to be so diligent, and persistent AND aggressive to receive a service that is rightfully mine…..I’ve PAID you for it.

I expect to have a new replacement appliance delivered to my home; you can pick up the ‘broken’ fridge at that same time. I will NOT pay for the delivery as I have already paid for it the first time on the original appliance. Transglobal can replace my warranty with one of equal/comparable value-----OR EVEN the balance remaining on the shoddy warranty I already have on the current appliance -----I have already PAID for the warranty once and have been dealing with the ‘value’ of this warranty and asking for resolution for 2 FULL MONTHS (since October 8-12). The Brick’s "FULL CIRCLE APPLIANCE AND ELECTRONICS PROTECTION", clearly states "The Brick will make whatever adjustments or repairs are necessary for the product to perform just like the day we bought it". The day I bought it ----- I had already paid delivery; I had already paid warranty.

I am not asking for anything more than what I have already paid for------I am being reasonable in asking to be "whole" again and not out the $400 for my appliance which is supposedly under "warranty." Whatever happened to customer service?

On 23rd of July, I visited The Brick Group due to I wanted to upgrade the appliances that came with the condominium supplied by the builder, my unit located at 133 Wynford Drive, Suite 1001 in Toronto, ON. I spend an additional $9, 976.00 and chosen the appliances with an extended warranty of 5 years. The salesman whom represented Brick at the time of sale has informed me that if any reason I had a problem with any of the appliances and on the same machine had to make more that 3 service call after the 3rd problem the unit will be exchange for a new one without any problem. After the first month I contacted the service provider Trans Global Warranty Corporation, whom provides service on the appliances I have bought. I requested a service call do to my LG Dishwasher did not work. The service man claimed that a mother board has to be changed and he will order the part and when it's arrive they will install it. Finally 2-3 weeks later the parts were delivered and the machine was working for a couple of months, After that the third months ffrom that date again the mother board had to be changed again. A short while later we find that the dishes were not dry, We call the Global service and inform them the problem we are having, the vivited our home and the heater were changed. A little while later another heater was installed but a short while later even that give up working. there was additional call was made with some other problem. Finally Global instructeed Brick Group that the LG machine gas to be changed. Finally after so much hassle Brick Group delivered a new machine to our home. Here comes the other problem, the old machine has to be disconnected and the new machine has to be installed. Originally we paid for the installation of the Dishwasher. That's not our fault that a defective dishwasher was sold and delivered that we paid an extended guarantee for, therefore I think that is totally ridicules that Trans Global Warranty Corporation Services requesting a refund requsition to be issued by Brick Groupand the Brick Group refusing to honor their obligation and expecting from us to pay for the disconnection and the reinstalling of the new machine that was not our responsibility in the first place if they would of supply an operable dishwasher in the first place. I hope you can assisits me to resolve this matter, I remain
Sincerely your
Charles P. Szegoe, P.Eng, M.Sc.
[protected]
Brick Group Invoice no: 072394Z9009001

On September 4th, 2012 we went to the brick where we purchased a sofa, love seat, chair and a Inglis washer and dryer. I had given them instructions as to when we could receive the furniture and appliances as we were moving into a new place and i got a call from them to deliver a few days earlier and had to call and tell them that we can not accept them as we do not move in for a few days. On the 22nd of September we decided to go and pick up the furniture and appliances as they would not be able to deliver them for about 5 days, when we got there we were told everything was there and it turns out that only the chair, love seat and the washer and dryer were there, so we picked them up and i was sure the furniture was not the color we had ordered, we ordered an olive color and this was a lighter brown, the dryer was all smashed, so we went back to the store to take the dryer back and they came out with a Moffat dryer which is not what we purchased. About a week or so later we had the dryer exchanged and the couch delivered as well that is when i knew we had got the wrong stuff cause the couch was the olive green that we had originally ordered, we then called and got the run around and eventually had to settle on a totally different living room set cause the said it would take 3 months or more to get the one we purchased in. On October 31 they called once again and told us the furniture was in and set up a delivery time. After inspection of the furniture we found a tear in the chair at the bottom and was told that we had to send them pictures of this for the second time, so we did that and also with several calls and visits to the store, we did not hear anything from them as to what they were doing about this situation just out the blue i receive a phone call about 2 weeks later that they want to deliver this chair that day, as i was at work i could not accept them but they decided to bring them here anyways, as my son was home the dropped them off. We are totally unsatisfied with how this was handled and that we were never informed of what was going on and had to run around back and forth on the phone, and visits that i am sure i will never purchase anything else from the Brick and i will make sure my friends are aware of the problems we had dealing with these people. Not only did we not get the furniture we wanted but we were not even offer any discount or compensation for all of this misfortune. I look forward to a answer to this problem we had with the Brick in Salmon Arm. Also we were called twice to replace the washer which was okay form the start. As you can tell we are not very happy or satisfied customers.

My name is Jessica
Last July 2011 I financed a tempurpedic mattress set at the Markham, Ontario The Brick store for 4200.00 for 18 months. Along with it came a "free" gift from the manufacturer consisting of a 3D Samsung TV. We advised them our theory is "nothing is free", and we have no use for it. Yet, they stressed it is not the brick at all simply tempurpedic because the beds never go on sale.

The reason for this purchase is because my boyfriend has psyatica, several hurniated and bulging discs, spinal arthritis, and degenerate disc disorder.
After four weeks of my purchase I noticed that my mattress was heavily sagging so I went in and seen the manager I dealt with for the purchase. She advised I have to fill out a report and a technician will inspect for exchange. I filled them out and left.
One week later I realized it was getting a lot worse and fast, reviewing paper work I noticed that I was placed on a 15 month finance and not the 18 months agreed apon. I went back in and she said sorry cant change it. So I advised that I would like to take advantage of the 90 day satisfaction guarantee and cancel my purchase completely due to wrongful information and a defective mattress. She gave me papers to fill and left for a meeting.
For weeks no call was made so I went in and customer service had me do more paper work telling me a technician still has to come.
I started calling and emailing head office. No messages were ever returned. In march 2012 I spoke with the technician company and the lady advised that I purchased a mattress protector so I could have done a straight exchange in the store and that paper work for cancellation was not processed properly. I called the store and a manager asked me to come in and straighten it all out. so I did. When we met him he was ignorant and rude and said The manager we originally dealt with is now on maternity leave so the paper work is not to be found for cancellation. He also advised that when making the exchange we would only have 2200.00 and not the full 4200.00 because of our free TV gift from the manufacturer. We argued this out because its a free gift from tempurpedic not the brick, and originally we did not want or need it. Somehow the brick does not credit exchange accounts for manufacturer free gifts to consumers.
Frustrated I left and continued to try the head office, still no response.
Spring 2012 a new manager advised he would "make things right". He never has, all he says to this day is "I'm doing you a favor", but all he's offered is an exchange which at minimum should have been done August 2011. we still don't have the new bed he's been promising since spring. Recently, a new control supervisor, met with me and My boyfriend and advised the regional manager, will call and arrange a meeting with us. She also advised he would be the one to appreciate that we have been lied to repetitively and possess a defective bed that we asked to cancel 5 weeks into the 90 day sleep satisfaction guarantee. This has never happened.
We have now been asked to only deal with their legal manager, so I emailed her a forward of my email from march 2012 to head office, also advising that the email is old but I need to speak with her directly on the phone about the present issues. Her response was in email, advising that I had no intent to pay my finance and that I don't have insurance on my HSBC credit card because that would be fraud. She compared this situation to someone racking up a credit card a month before going bankrupt because My boyfriend was already injured at the time of the purchase. Now, her reason for ignorance is beyond me. However, My boyfriend is NOT a credit card account holder for the financing. He is only on the account for contact. Myself and his mom are the credit card account holders, and as of December 2011 she had been laid off permanently and I have been permanently laid off also since April 2012. So her accusation of my boyfriend being already injured so it would be fraudulent to claim his injuries for insurance of payment is clearly irrelevant since he is not covered.

Again I just want this whole purchase cancelled. It has been a trip to hell with this store and company, the amount of stress in unspeakable. There is a lot more issues but I'm addressing the most serious ones with this store.

Thank you for reading my review. Stay away from them.

Purchased a mattress and was told that I need to buy a mattress cover in order to get the 10 yr. warranty on it, could of got this cover somewhere else for half the price but I agreed anyway, the salesman assured me this way if anything was wrong with the mattress set I would have no problem and they would take care of it. When I received the mattress I noticed that the stitching had come out where the quilting had been done on top of the mattress, it was at least a inch if not more of the stitch that had unravelled, I took pictures of it that same day and called the salesman, I told him that I could sew a few stitches in it where the thread had stopped, otherwise it would keep unravelling every time the thread got pulled, and I had mentioned to him that I wanted to purchase a bed rail and maybe they could give me a deal on it since I was keeping this mattress instead of making them bring me a new one, which would of been my right to do since it was covered by the warranty. He went and talked to the manager and I was told to come in the next day with the pictures. Next day, they stated that hanging threads were normal, as I'm telling them that it's not just stray threads but stitching that is missing because it has not been secured well enough and has unravelled, they kept insisting that this is normal, in the meantime there was a man sitting behind the front desk listening to it all and I could see he was getting annoyed with me, he said something to the manager with a angry tone to his voice and the manager turns to me and says " we will switch it, but just to let you know i will do it this time but that will be it" They made me feel like I was doing something wrong or trying to scam them, when it was my right to complain, after all I wasn't buying a used mattress with stitching coming out! I told the manager that I will secure the spot where it had come apart with some stitches myself, then his ignorant tone changed and he told me that if it did get worse in time, which it shouldn't he says because the mattress cover is on it, but if it does then I can call for a new one. No one offered to give me a deal on the bed rails that I wanted to buy, since I was willing to keep this less than perfect mattress, so I will buy the rails somewhere else and will never buy anything from The Brick ever again. I usually buy furnishings from Leons, my BIG mistake to go to The Brick for my mattress, word of mouth is a great way to stop people from shopping there and that's what I will be doing every chance I get, it kills me that they are all nice to you before you buy something, then if you complain, rightfully so, it's a different story, all they had to do was to talk to me in a respectful way. If they had good customer service skills they would know that everyone who walks in their doors is a potential life time customer, because the product in their stores is a dime a dozen, it's the good customer service that keeps people coming back. Someone close to me was in the market for appliances and I had mentioned for them to go to this store, after this happened I made sure to call them and warn them, so they went somewhere else and ended up spending a good amount of money. One person can turn into many more, as word of mouth is a powerful thing. I have a feeling if I would of went in there dressed in expensive clothes with a designer handbag hanging off my arm, the ignorant manager would of had a different tone, but the truth of the matter is he has no idea what this person would of spent in that store in the future. If I was a problem customer in the past and they were tired of dealing with me, then maybe I could see why a manager would have that tone with me, but that was not the case, the nerve of him telling me he will do it this time but that's it, well I've got news for you Mr. manager you will do it as many times as I need you to for the next ten years, my advice to you Mr. manager is you need to change your attitude when it comes to customer service, save your ignorant tone for your buddies not for paying customers!

The free tv offered with their furniture deal was substituted twice. The original offer was for a Samsung plasma then it was switched to a. Samsung 3d the I am told I hav e no option but to take a lg. i wonder how many other people are getting told this. I didn't want an lg. the whole sale took months and was full of thin excuses. The brick will say anything to make the sale. Not pleased with the experience at all. Lucky for them I needed the furniture. My question is this a legitimate business practice to force a inferior tv on me. I think they were just getting rid of old stock. If any one knows of recourse contact me at [protected]@hotmail.com

A few months ago a sofa we purchased at the brick had a spring break. We had purchased the extended warranty and are still with the coverage period. We contacted the Brick and arranged to have a service technician come out to repair the couch on site. When he arrived a few weeks later (but as arranged), he looked at the couch for about ten minutes, said he couldn't fix it on site and it would have to be picked up for repairs at the shop. The technician said we should expect a call within two weeks to arrange for pick-up. After three weeks we called the Brick again and were told that they were trying to decide whether to fix the sofa or replace it and that we would hear from them within 72 hours. After another week had gone by, we called again and were told the e-mail that was sent had not gone through. They apologized and said we would have an answer within 48 hours. After three days my wife called back and asked to speak to a manager, who then told her the file was with the adjudicators and we would have to wait. When I heard this I called the manager back and was told the same thing and that there was nothing this manager could do. I asked to speak to someone who had the authority to do something. I was put through to another persons voicemail which had a recording stating that they were in the office and were unavailable to take the call, but if I left a message they would return my call before the end of the day. I left a detailed message including my name and office phone number where I could be reached. This was at 3:00 PM. I had not received a call by noon the next day. I called back and again got the same voicemail and again left a message. Again I did not receive a call. I stopped by the store on the way home from work and asked to speak to the store manager. I explained to two of them what I had been through and they said they would look into it but this was the first they had heard of it. Strange because the first calls were made to the store... So far I have received no calls from either the store of the service group and our couch is still broken. Close to two months since the call requesting service.

Don't get suckered in if they tell you they are giving you a gift card. Sure you get the card, but they've jacked up the price of the product so the value of the card is not as much as you might think. I called them out on this fact and they gave me all these excuses that didn't make any sense. I bought a living room suite for $1899 and they gave me a $500 gift card. Problem was we saw the sales rep change the price in the system from $1600 to $1900 so in essence the value of the gift card was only $200 and to make matters worse, the gift card was to replace the value of a 51 inch Samsung plasma tv, 3D with 2 pairs of glasses, which I know was not $500 because my friend got the deal the week before and the value on her bill was $750. So don't let them fool you into thinking they are giving you some sort of super duper deal, because all that is really happening is that they are hiding the original costs, giving you a little to spend knowing that you'll probably spend more thinking that you saved $500! The Brick is a big hoax! I went to Leon's and found a much better deal and had a way better experience.

I went to Brick store to used my warranty rebate which is experied and they promised that I can use this warranty purchase amount to buy any products from Brick. It's been a month that I am going to the store to get rebate on new purchase and non of the staff knows how I can get credit. Every time I go they say different things need to be done in order to get rebate and non of them worked. I am receving a call from Brick to come back and use my rebate and everytime I go I can't use it. I am sick and tired of going to the store to get rebate. Employees don't know anything about what they are doing and not friendly. This money came out from my pocket not Brick paid for me and I wanted to get it back. I will complain to consumer ombudsman to say Brick is not giving my money back as they promised!

My family and I went into The Brick(North End) store where we saw a desk for our daughter which we decided to purchase. I had a large amount of cash with me that day and paid the salesperson the cash - This was done in front of both my wife and daughter, who saw me hand the cash over. The salesperson went to the back (we all presumed to bring my change back). She came back to us, gave me the receipt which states that we paid and told us we could collect the desk from the back of the store.
We continued shopping in other stores and decided to collect the desk on our way home. Unfortunately we missed the shop and went home. At home we had a message on the phone, stating that we must go in to the store and pay for the parts we ordered!
We contacted the store the following day to clarify the matter and were told we did not pay for the desk! EVEN THOUGH WE HAVE THE RECEIPT showing we paid! The manageress refuses to give us the desk, further the salesperson has now insulted us telephonically over this matter. It seems that a receipt is no longer a valid proof of payment!

Below is a copy of thee email I ended up sending to thee Brick after theey failed to deliver our new Mattress.

I am writing theis email to explain how disappointed and angry I am withe thee customer service at thee Brick Langford B.C. location, and broken promises by thee store manager Andrew.

I will start off by saying we purchased a new king bed and box spring set from Desiree, who was very helpful, on Saturday August 18the. As my wife and I bothe work and we are seldom free in thee evenings, we arranged for delivery of thee bed on thee following Saturday thee 25the.

On Thursday August 23rd, when I came home from work, at 10:45pm my wife advised me theere was a message on our answering machine from thee Brick, thee message stated thee following; “ we are calling to confirm thee delivery of thee mattress & box spring for theis Saturday, we need to hear from you by 3pm today otheerwise thee bed will not be able to be delivered on Saturday, it is now 1pm and I apologize for thee short notice”.

First, we were thee ones theat had advised thee Brick, in thee first place, theat thee bed had to be delivered on Saturday as it was thee only day it would work for us. Second, calling us on a week day in thee middle of thee afternoon and giving us 2 hours to confirm our delivery is ridiculous, as we also work during thee week.

Friday morning I called thee store and talked to Andrew, he apologized and stated we should have received theat call on thee Wednesday, but theey are short staffed right now, not sure how theat becomes my problem but it does as no bed will be delivered on Saturday as we originally requested.

Andrew went on to apologize for thee late call and said he would have it delivered any time during thee week theat worked for us, I told him theat Tuesday thee 28the in thee evening, between 5:30 & 7:30 would be thee only time theat would work, as I was working theat evening but my wife would be home after work, around 5:30 but she had to leave for soccer practice at 7:30.

Last night, thee 28the I received a call from my wife at 7:20 saying thee bed had not yet arrived & she had to leave for soccer, I left work early and came home so she could leave. At 8pm still no bed, I phoned thee store and spoke to Brie, I ask her if she could let me know when our bed will be delivered as our old one is taken apart and in thee plastic bags we are asked to put theem in for thee delivery company to remove theem. She advises me theat theey have it marked down for a Wednesday night delivery.

I advise her theat Wednesday does not work as no one will be home, and I don’t have a bed to sleep on, she tells me thee mattress is still in Vancouver and theere is no way it can be delivered Tuesday night.

I ask her to get Andrew to phone me as he is not at work, she states theat she will call him and get him to do so. A while later no call from Andrew, I call Brie back and she said she just got off thee phone withe Andrew and he apologizes, he offered to pay up to a $100.00 for a hotel for thee night so we have some where to sleep, I not sure about you but theere are not a lot of places you can stay in Victoria for $100.00 a night, and who wants to pack up all your work clothees etc. and go find a hotel at 9:00 at night.

I ended up telling Brie to just cancel thee order and refund my money, I will buy thee bed at anotheer store. She said no problem and took my credit card info.

Shortly after I cancel thee order from Brie I get a phone call from Andrew, again apologizing and stating “ anytheing I can do to make theis work I will, even if it means giving us a great deal on anytheing else we might need in thee future” I said no theanks and we ended our conservation withe theat.

I cannot recommend thee Brick to anyone looking to purchase anytheing to be delivered, and after reading otheer reviews on different websites I wish I had never dealt withe theem in thee first place.
AJ

We purchased couches set from brick, salesman said it would take "approximately" 2 weeks. It's been over 2 months now, still no delivery. Calling and complaining will get you nowhere, their service is horrible (and I paid close to $2000 cash).

Their furniture is not bad, problem is that they don't want to tell you how long it will really take before you see your furniture, if they did 90% of their sales would be gone.

I just googled the brick delivery sucks, looks like I'm not the only one complaining, there are thousands of others like me, I should have done more research before I went shopping at thebrick.

Bottom line, great products, making promises they can't obviously keep and they'll keep doing it.

From: Andrew Powers [[protected]@hotmail.com]
Sent: Monday, June 18, 2012 5:14 AM
To: Sierra Kwas; Andrew Powers
Subject: RE: The Brick Warranty Department

I`m having a problem with the side chair. It`s starting to peel as well . I want to exchange all of them and exchange them for a sofa, stock number Hazel-S Sofa $599.00.

Please contact me at [protected]@hotmail.com
[protected]
Please let me know.

Cheers,
Andrew

From: [protected]@transglobalservice.com
To: [protected]@hotmail.com
Date: Thu, 14 Jun 2012 08:26:36 -0600
Subject: RE: The Brick Warranty Department

I am sorry.
I am unable to do so.

thank you

Sierra Kwas
Transglobal Services

From: Andrew Powers [[protected]@hotmail.com]
Sent: Thursday, June 14, 2012 8:23 AM
To: Sierra Kwas
Subject: RE: The Brick Warranty Department

I Understand however, when a company is at fault it should not cost us any money.
I don`t use the love seat and side chair daily.
please waive the 10%.
I will have no choice to go to another avenue to get this resolved.

Cheers
Andrew

From: [protected]@transglobalservice.com
To: [protected]@hotmail.com
Date: Thu, 14 Jun 2012 07:59:30 -0600
Subject: RE: The Brick Warranty Department

Good Morning,

The restocking fee is supposed to be 20%, I have lowered it.
You confirmed that nothing else was defective.
Your warranty states if a non defective piece comes back it is subject to a restocking fee.

thank you

Sierra Kwas
Transglobal Services

From: Andrew Powers [[protected]@hotmail.com]
Sent: Wednesday, June 13, 2012 9:53 PM
To: Sierra Kwas; Andrew Powers
Subject: RE: The Brick Warranty Department

You don't give me time to decide, and it took you people longer.
Why should I take a hit of 10% on my furniture when in fact the supplier admired to the problem.
I should not be penalized for a company problem not my problem.
Thanks

Cheers,
Andrew

From: [protected]@transglobalservice.com
To: [protected]@hotmail.com
Date: Wed, 13 Jun 2012 12:02:06 -0600
Subject: The Brick Warranty Department

Hello,

These are the options I have available:

1.a credit to keep as is.
-it would be 50% off, what you paid for just the sofa, to keep as is no warranty.
-credit amount 126.18$
-can be used on anything, in any Brick Store
-never expires
-no mininium amount needs to be spent at a time

2.exchange
-send out the same model of sofa
-is made with new bonded leather that looks identical
-may happen again as under quality control alert.
-The Brick will pick up the old one the day the new one arrives

3.reselection
-you get the full amount of 252.62$ for the sofa to choose a new one
-30 days to reselect
-The Brick will pick up the old one the day the new one arrives
-the chair and loveseat are subject to 10% restocking fee if you wish to return entire set
-no delivery charge
-the extended warranty transfers to new product

thank you

Sierra Kwas
Transglobal Services

Close ad