The Brick
Reviews and Complaints

I have read over dozens of the complaints listed below, and I must say I am deeply saddened by the way adults conduct themselves these days. First of all, who has time to get so angry over things like a table coming with a scratch? You do realize these products most likely ship from all over the world, and no matter how well they are packaged and handled some will unfortunately get damaged. Secondly, the extended warranty complaints are ridicules, and anyone who would just buy the "it covers everything" claim is foolish. I'm sure you are given a copy of your warranty upon purchase, it is your own error that you did not review the paperwork you were given or ask the right questions. As for the seven day return policy why is this so offensive? Most clothing stores have policies regarding the condition their products can be returned in and appropriate timeframe, why do you expect furniture is an exception to these common practices? Had you taken a few seconds to ask about a return policy you would not have been faced with the issue of exceeding this seven day window. The Brick holds polices, like every other company that are expected to be upheld by not only those in customer service but the customer as well. I understand that in todays age most people thrive on the victim role, but take a step back and realize your own erros in these cases.

After numerous phone calls, this is the first letter i sent:

Dear Sir,

I am writing you this email in a final effort in sorting out the stressful past couple of months I’ve had to endure with The Brick Marche Central. I received your phone number from the head office in Edmonton. After numerous attempts to settle this otherwise they kindly suggested I contact you.

I will try to explain the problem as briefly as possible:

April 2011 I purchased at The Brick Marche Central a leather bed ( with the extra warranty), a dresser and mattress with box spring.

Jan 2012 The bed started to warp on one side and the interior wood board tore through the leather.

Jan 2012 – March 2012 Phone calls were made. Technician was sent to my apartment to inspect the bed and take pictures. I was told someone would call me in about 10 days.

I had to call back 3 times as no one called and was told that I had refused the repair. Not true I explained that since the leather had torn and it was only 8 months old that a repair would look awful. I would prefer they would just replace the torn piece.

They refused and after many phone calls, and a customer service agent at the store hanging up on me and a visit from a SECOND technician and more pictures taken, they said they would replace the piece. BUT if the same thing happened I would be on my own and they wouldn’t service the bed again. EVEN THOUGH I have a FIVE year warranty.

I was livid. I already had my mattress on the floor since the bed kept bending and that is how I had been sleeping.

Because I live in a small apartment, I had place the bed on my back balcony for lack of space.

Totally unfair! I refused, I had paid for a warranty. Finally after many stressful phone calls they said they would offer me a replacement for the same value. OK Fair enough.

April 9th 2012 I go to the store, pick out a new bed. Schedule a pick up for the defective one (April 11 from 4-7pm), and a new delivery date for the new one.

April 11 2012 The delivery guys arrive and because the bed is on the balcony they don’t want to take it. They are not brick personnel and say that I should call the brick and have them come and get it.

April 12, 2012 I call the brick Marche Central and given attitude, the runaround, put on HOLD and then told that because the bed had been on the balcony for 3 months they won’t take it back, won’t honor the replacement agreement and basically told me I could go &%%& myself.

It hasn’t been on the balcony for 3 months, I’ve been trying to get SERVICE for three months.

April 12, 2012 M. Lee Benson calls me and REFUSES to do any service for me.

I need this resolved. Let it be known that I have had nothing but attitude and problems. Something has to been done please. Any help you can offer would be appreciated.

I purchased a couch and chair through the Brick in Calgary in late 2011. I used their promotional, "pay no interest" credit cards. It seemed to be a reasonable deal and the sales person was eager to go through with the sale and purchase(of course). I signed all the required documents and never had any of the fine print explained to me. As a consumer it is my responsibility to be more aware of fine print however I figured, what more could be to a" Brick card" than interest on any owing amounts after the "no interest" term is up. I was wrong, underneath the Brick credit card is an insurance policy through Tans Global Insurance. It is not only a payment protection, but leave of absence protection, disability protection, life and dismemberment protection, all this coverage was not explained. Meanwhile you are paying for all this protection, that was not fully explained. Seems to me Trans Global is hiding out under those big BRICK letters on the card. I cancelled the policy, which I understand was my responsibility after a 30 day trial, how many insurance companies are charging fees unbeknownst to card holders?!

The Brick engages in very dishonest business practices. When you sign up for their financing and credit card, they automatically sign you up for balance protection to "protect the balance you owe in case something happens job loss, illness etc" where you are unable to pay what you owe.

The Brick does not discuss ahead of time at the time of sale that they are signing you up for balance protection more or less against your permission (since they never ask for your permission though they may claim your signature gives them such permission). The Brick does not give you the consumer the option of opting out of the plan at the time of sale. I would recommend that anyone using their financing request at the time of sale not to be signed up for balance protection and get it in writing. Then if they do sign you up take legal action!

I ordered a mattress on December 27th and set up a delivery date of January 17th. I explained that I live in a Condo and have to prebook the elevator for delivery. Brian Parks stated that he would do his best to arrange the delivery for those hours. January 17th came and around 11 am I still had not heard from the Brick. I called the store and was informed that there is a back order on the mattresses and they apologized for not getting a hold of me. I waited patiently and was contacted the begining of february and set another delivery date for Wed Feb 22 again booking the elevator between 0830 and 1230.. 4 hour window! The brick contacted me on thurs feb 16 to confirm delivery for the 19th... again I reminded them the date was set for the 22nd. On February 22nd at approx 0800 I recieved a call from the brick stating they would be here between 1 and 4. I informed him that my elevator is booked as agreed between 0830 and 12:30... He stated that he would have the mattress put on another truck to be here within that time frame. It is now 11:40, no one has contacted me, I called [protected] the warehouse center and the contacted the driver and I was told that he can not be here before 1. So moral of the story DO NOT PURCHASE ANYTHING FROM THE BRICK YOU WON"T GET IT ANYWAYS! I contacted the store and will be going in for a full refund as the customer service is horrible!

I have purchased a dining room set back in January 31, 2011 and they were delivered on February 2, 2011. The product was under one year warranty. Within one year, three dining room chairs were broken. Last October, the first chair had a crack at the left leg beside the screw and the whole leg fell apart. The furniture company had replaced it with a new chair. In January 2012, the wood on the seat split open and the whole seat fell through. The furniture company sent a technician and replaced the broken seat with the pre-existing broken chair. On February 1, 2012, a crack was found on the back rest of the third broken chair. I was very surprised that such a reputable furniture company will sell such poor quality furniture. However, I am relieved that no one was hurt during this period of time.

I phoned the store custom service manager, she told me it was my "luck" that I had three broken chairs within one year warranty. The general manager insisted that it was our misuse that caused the chairs broken. I asked him to investigate into the problem and inform the manufacturer, he refused. He is willing to sell me more chairs at 50% off the regular price. I told him that replacement is not the issue but safety is our main concern。

To whom it may concern:

My wife and I went to the The Brick warehouse LP 19 William Kitchen Rd in need of a new bed room ser and Mattress. The salesmen, Adrian Rodirigopulle, treated us great and presented us with a Bed Room Set and Mattress that was on sale and a very nice new bed. We ended up spending $2, 090.41, which is a substantial amount of money for a middle class couple. All was great, until a few weeks ago. (Oct 25th)
We have noticed that our mattered 15 cm crack in the bottom. It continues to deteriorate, and, obviously, makes things very uncomfortable. The mattress was purchased on July 8h, 2011. We were not worried because we were assured that when we purchased the mattress, it would be backed by an excellent warranty.
Same week (Oct 29th) we decided that we should go to The Brick and get them to come and exchange my mattress. Customer service sent out a technician to come have a look. When the technician arrived, he could see where the issue was just by looking at the mattress. He took the pictures of the damage and he said he is going to inform the office, but that he couldn’t fix it. However, we were informed that we would keep experiencing the same problem with the Mattress due to the poor quality and cheap foam used. The technician continued to talk about how low the quality of this Mattress really is. He asked us if we would be getting a call from head office just regards to a replacement of mattress
The technician filled out the paper work to replace the Mattress and we signed the document. However, as we waited for the phone call about the replacement arrangement. We got a call that the Brick would not be able to replace it and that we would need to contact the store to talk to them about it.

On Wednesday November 18/2011, I contacted The Brick and spoke to customer service about our issue. I explained the story and she said she needed to contact the Store manager Pater to find out what was going on. We received a call back the same day night to find out that the mattress would not be covered due to the Damaged to the mattress which was delivered by Brick and placed by his Delivery people and it’s not covered by the manufacturer. Apparently the customer service representative took this issue to the General Manager of the store for his opinion. He agreed that since there is Damage on the Mattress, it was to be deemed “abuse” so they will not liable to fix the faulty and cheap Mattress that we were sold.

We feel that the The Brick warehouse LP has not handled this situation properly and has not stood by their product. I doubt that The Brick Company appreciates or condones this type of behaviour towards their customers and their warranties. We ask that The Brick handle this situation correctly and provide us with credit towards a new Mattress, as there is excessive damage. We were simply sold a defective product that should be replaced.
Regards

Khan Srikan

Last week I went to the Brick which is on the Eglinton and Pharmacy. Let me tell you the address of that place, so it's 20 ashtonbee Rd. Scarborough, ON. I was there on July 2, 2011 to buy Bed set and mattress, so I bought everything on that day and finish it with cash and everything. After 3 days they deliver it to my house. First it was mattress, so what happen it was like this when I receive the Mattress it wasn't the same as I chose it in the store, they brought for me different mattress not the same as I chose in that store The Brick. The mattress I chose it had more flowers on it and the colour around the flowers was blue, but the one they send it to me, the flowers were less that mine mattress and the colour around it was different than mine. The one the brought it it was grey colour around the flowers. I went today to the store to tell them that they send to us the wrong mattress, but they don't believe me and they didn't even do anything to help me. I had my mother with me and my sisters because on the day we bought that mattress they were with us. All of us saw that mattress with our eyes. The manager told us that we are wrong and we are lying to them. We didn't even open the mattress, it's still in those plastic bags. Can you tell me what should I do next? Also, at the end the manager told us that if we wanted to exchange it than we have to give them 250 for the charge. That is not fair because that is not our problem for the mistake that they made it. Today July 8th, 2011 I am very angry at them. Not even agree with them, it's their mistake not mine for losing my mattress and telling me that we have the right mattress. Four people saw with their own eyes that the mattress we bought it wasn't the one they brought to us. Perhaps, i asked them to find out where is my mattress gone but they said that we receive it, but we receive it it's wrong one. after it I asked if they don't know where our mattress it than just give my money back and come take your mattress back. Still they weren't agree with me and didn't trust me. Also, I showed them the mattress which I have right now at home at their store, that they send me that one not the one I chose it and also that was the last mattress. Please do something so either I can have my mattress or money. If u don't do anything I will just keep complaining until this situation will be solve. Thank You!

I was given a store credit of 3500$. The sales person told me I could only shop in her department which is not true. I found out once the purchase was done. I was looking to buy a television and she did not allow me. I also found out I was suppose to get a tv included with my purchase of a living room set, it wasn't offered to me. I was delivered furniture 3 times because each time there was something broken or defective. The last delivery was the icing on the cake...They sent me the wrong carpet after waiting for it for a month. Once I called customer service, the lady hung up on me the first time. The second time they told me they sent the wrong carpet because the one I purchased was not in stock yet. That is Unacceptable! The third time I called they didn't want to direct me to their complaints department. Not only is the furniture of extremely bad quality but sales people are liars, crooks and your service is unacceptable! What will the BRICK do for me? I don't even believe this will be read! My next step is the bbb bureau and then head office. If that doesn't work, I will go visit my lawyer! Terrible!...How dare you take people's time and money!

I bought a couch from The Brick . We bought the extended warranty, (that does nothing)in the event that something should happen to the couch. By day 3 the couch had broken so we called and they sent out a technician to look at it. He said there was nothing wrong with it but I made him look harder as I heard a snap when my son sat on the couch. Because I was so insistant he adventually found the broken part on the frame and we got a new couch. When this one was delivered the bottom on the wood had some scratches and chips so they offered $150 cash back or a new couch. We took the money as this was really no big deal and nothing a marker couldn't hide. It took almost 4 months to get our money and 4 trips to the store on our own time and gas. I again in the mean time had called to have the couch looked at again as one of the spings was broken and the foam in some of the cushions was compressed. In my opinion this should not happen in such a short peroid of time. The guy came out again, checked it out and left. We never heard from the Brick again. Keep in mind this was 9 months ago. I called them one day as I kept getting random calls from some automated "important customer" speal inviting me to spend more money at their store. They just caught me on a bad day so I called to have my number removed from the calling list and complained to the manager about how this to me was a slap in the face since I wasn't taken care of well with the purchase I had already. He told me they called me in June (6 months after the technition had been at our house) to let us know that the one part of the couch could be replaced but the rest was normal wear and tear. I told the manager my story and he asked how long I had the couch for. I told him well over a year now and he said yes that would be normal wear and tear. I told him that if this has just started to happen then maybe it would be but this was happening right from the get go. I am waiting to see if they are going to do anything for me or not. I will let you know...but I swear by everything that I am I WILL NEVER NEVER NEVER shop at The Brick again! I should have learnt when I bought my bed from them!

Item 55 inch Samsung LED TV, purchase price of $ 1495.00

On the 29 Sep 2011 my wife and I travelled to your Brick store in Kingston and purchased the above item. The sales person was William Graham. He was knowledgeable and polite, and we were quite pleased that he gave us useful information as to what tv suited our needs best. William also mentioned their 30 day price guarantee, should we find this tv cheaper in that time period. William made no mention that it had to be in a certain area or within a certain radius of Kingston. In fact, your guarantee below is attached, and also does not define a certain geographic area.

In Oct 2005 we made a similar purchase and dealt with than manager Jason Brunet. This was another tv and Mr Brunet price matched that tv till year end, just over 3 months. Again no geographic area was specified and Mr. Brunet was true to his word, and gave us three discounts before year end. We did not have to attend in person, but rather just faxed the brochure to the Kingston store, and our Visa was credited as promised.

On the 12th Oct 2011 my wife attended in person at this same Kingston store, and was directed to speak with manager Robert Windsor. We had found this same 55 inch tv at a lower price, for $ 1398.88 at Gibbys Electronic Supermarket in Toronto. Mr Windsor was rather rude and would not honour your price guarantee, saying that the cheaper tv was not within the Kingston region. This is the first time we heard the expression, region ? No geographic area was mentioned by initial salesman...

Toronto is 150 miles west of Kingston, has the Brick put a mileage limit to its price guarantee and not told anyone.

Can Mr. Windsor make up his own rules as he goes along, and does the Brick store support him. I do not intend to let this go, and will pursue what ever means I can to right this wrong. Also, Mr. Windsor could benefit from taking a few lessons in being respectful to his customers.

W Scott

sent 12th Oct 2011.

You are here: Home > Customer Service > Price Guarantee
Price Guarantee as quoted on The Brick website:
If you find the same brand and model you purchased from us, or and this brand is either advertised by us or a competitor at a lower price, on identical terms and conditions of sale (including, without limitation, finance terms) within 30 days of the delivery or pick-up of the product, we will be pleased to refund you the price difference in full. The Price Guarantee on all sleep sets is extended to 90 days of delivery or pick-up of the sleep set plus an additional 10% of the difference between the price you paid for your purchase from us and the price advertised by us or a competitor for the same brand or model. In order to qualify, merchandise must be available for immediate sale and cannot be of limited quantities, damaged, used, being liquidated, sold without warranty, or close out inventory. Our Price Guarantee does not apply to "As-is", limited quantity, floor model, discontinued items or exclusive items. For exclusive items, our Price Guarantee applies only for the same brand and model advertised by us on the same terms and conditions of sale.

So I was looking for a pre-teen bedroom set. I found one in the flyer at the Brick. I called and spoke to a lady Val she said there was only one left and that I should put down a small deposit on my Visa because it might be sold by the time I got there..to hold it, till I could look at it and if I didn't like it I could get my deposit back. With no problem. I asked her 3 times if she was sure I could get my deposit back. So I go to the Brick with my daughter to look at it and it's not on display. I'm not the kind of person that buys something I can't see. So we go to Customer Service to get the deposit put back on my Visa and the girl says she has to talk to the manager first WTF So I see her go to 2 women Val and a women manager discussing this. Then I go over and say all I want is my deposit back. Then she says is there anything else I would like to look at or buy 3 times. I said no all I want is the deposit put back on to my Visa. I was getting very mad at this point. Then we go back to the counter and 5 mins later she's still typing. I asked what she was doing and what's taking so long? She said she had to input the reason why I'm not taking the bedroom set and all this other info. She then says a refund of 839.64 will be deposited back to my Visa WHAT…Val the sales rep had put the total of the bed plus an extra 69.00 for who knows what on my credit card. I WILL NEVER SHOP THERE AGAIN I never authorized to outright buy the bed..plus add the 69.00 !

I own a small business and we wash blankets and towels 4-5 times a day. So I went to the brick and told the sales accociate what I need a washer and dryer and why I needed it. I spent over an hour in the store with him discussing the different options. I chose a set that he said would work great for a business. I paid $2000 for them and an added 5yr warranty. 4 months in the washer decides to stop working and floods the place. I call the warranty department and they say that we are not covered because we are a business and washers aren't designed to be used 4-5 times a day and that we should have bought a commercial washer. I call the store and ask to speak to manager and she said that this was correct. I asked why he suggested this and sold us a 5 year warranty, her response was you can get a refund for the 5 yr warranty but I can not do a refund for the washer. So now i'm stuck with a $2000 washer & dryer that will break down and cost me $200 a month to service. Had I been informed that this washer was not designed for business use I would not have spent that kind of money! They say it is not their problem and I should come and buy a commercial washer! Go f* yourselves! And train your staff about washers before you steal money from small businesses!

I found a nice set of shelves, among other purchases, and had the associate confirmed the price for the SET of shelves for me. Upon delivery there was only one shelf in 2boxes. I spoke with the associate directly who remembered the order & confirming the price for the set. I was then transferred to customer service and advised that I could pay an additional $100+ for the other shelf because their listing in their catalogue is vague. Better business bureau here I come!

Hi Sir
I got my Sofa from Brick Store 3 years ago from Woodbridge Brick store and Paid $ 129 for Extended Service Plan for 5 years, Now my Sofa is in Bad shape, I called Customer service, They said someone will come for inspection, No one showed up, Called again and they said there is no appointment booked, She booked appointment, guy came and took Pictures and said Either it will be replaced or repaired and someone will get back to us, NO one got back, Called again and they said there is no Defect, I was surprised with different statements, I was informed by customer service that they will contact technician again and call me in 24-48 hours, Been few days no one called. I was Planning to buy 3 bedroom set s and other Furniture.Do you think I will buy from here if customer get this kind of treatment, and I will be referring my freinds as well? Please look into this and I am not stopping here untill things get resolved

I have moved from Montreal to Mississauga on Sep 1, 2011. Prior to that I visited this Brick showroom on Aug 20, 2011 and purchased furniture worth over $4, 000/- and we fixed delivery date for Sep 3, 2011. When the furniture arrived I was shocked to see that some items were damaged (they were inside their "original" packing). We asked delivery guys to take that back and contacted "customer service". They told us that replacement is not available and would be delivered on Sep 8, 2011. Then on Sep 8th morning they called again to tell me that the delivery has been rescheduled to Sep 11! I have a 4 year old daughter and I know how I have been managing without bed and other furniture at home.
To make things worse, I had ordered for some more furniture on Sep 2, 2011 at the same brick store for which i was told delivery would be on Sep 6, 2011. On the scheduled date they called to say delivery would be on Sep 8 and then on Sep 8 again they called to say delivery would be on Sep 10!
The sales girl who sold the furniture is just concerned about her commission and is not bothered once the deal is signed, the customer service manager or the store manager just do not come on phone line to talk to customers (they are cowards!). They think once customer has signed for the order, he is stuck and Brick can do whatever it wants.
DO NOT BUY AT LEAST FROM THIS MCLAUGHLIN ROAD, MISSISSAUGA SHOWROOM OR ELSE YOU TOO WOULD SUFFER AS I AM.

The Brick still has not delivered my Boschdryer in 4 weeks, so I got my refund and bought my appliance at Futureshop instead. Watch out for delayed deliveries due to other Brick stores taking over your delivery and re-routing it to another customer, while management makes excuses that it is the manufacturer's fault.

fist of all i would like to start by saying your customer service here in ottawa is really poor! i personally run a promotions company and ive never been treated like that before ever. her name is lojin and i would never have someone like that represent my company. you should do random quality calls to help with you customer care. further more i purchased a couch from the brick and got the "lifetime" waurantee which clearly means nothing! i have had the coach less than 2 years and already i need another coach. this is the 2nd time i am looking to replace the coach. NO couch has the coushons sink in within less than a year. i am single and live on my own so there is no reason for it. i had a technician come by an tell me that the coach is not fixable. but the brick says it doesnt fall under waurantee. how is that. the cushons are sinking in which is the biggest part of any coach. what good is a coach that you cant enjoy sitting on. i do not weigh more that 190 lbs so its not because im over weight. i would appreciate some one higher up to get involved with what you company actually stands for as this type of service will not bring you return customers and is boarderline robbery! i work hard for my money. i dont just like to burn it. but thats all this coach is good for now. if someone purchases your lifetime waurentee they should be able to replace the couch if its in a poor condition especially that quickly. or change the name of your company to rip off garbage products that dont last, that way people at least know what they are buying. i will be looking into this further and will continue to turn away any future customers for the brick. and also am looking into placing an add to let the whole city know what they are dealing with when going to the brick and we ll know how much the papers love stories like this. my next step will be looking into it with a laywer to confirm what your doing is illegal. feel free to repond i would love to speak to any position of real authority for the brick. i know if thats how my company was being viewed i would want to do something about it especially if the people that feed your family and put your kids threw school arent haapy with how your business is run! Greg Girard [protected] feel free to call me if would not like this to go to the papers or any further.

I purchased some leather furniture from thr Brick with their credit to get the differed payment plan. They didn't tell me that the taxes on the sale were due within a shorter time frame. When I got a bill shortly after stating that the taxes were due my wife (who works at BMO for 11yrs) took the bill with her to work and payed the amount for the taxes. The following month a bill came from the brick for a larger amount w/ interest. Confused about this we made the payment and called them in regards to it. They said that they hadn't recieved any payment. We were also surprised that it was actually HSBC that we were dealing with and not the brick. My Wife did a service request (trace) on where the money went when the payments were made at the bank. AS is turns out the money went to Wells Fargo Bank in the states. (the brick uses wells fargo in the states) We made the brick aware of what had happened and they said that we need to specify where we would like they money to go when we make the payments?! I don't know why the account number that they gave us wasn't linked directly to where it should go. We told them that it could take a little while for the money to come back from Wells Fargo Bank and that we would straighten out the mess when it did. The Brick (HSBC) continued to bill us in the meantime which brought the account over 30 days past due and in turn made hits on my credit buruea and took my score from the upper 700's down into the low 600's which is quite a big deal. Once the money came back from the states I went directly to the store and payed the bill. I spoke to someone on the phone from HSBC about the damage to my credit which has given us a higher inerest rate on the new house that are building (which adds up to a lot of extra money over a lower rate when it's on a mortgage over for $400 000) HSBC said that they would correct the report on equifax but instead they sent me a letter saying 'congratulations, your credit limit has been increased'...YIKES. What a joke. The other thing that I should mention is that while we were sorting out their mess, they called twice a day every day usually when our son was trying to take a nap. If you can, avoid doing business with these dinks do so.