The Brick
Reviews and Complaints

I am writing this afternoon to let you about how displeased and absolutely disgusted I am with furniture that was purchased back in late December/early January.

We purchased a sofa and chair combination for our family room. After looking at several options, we chose a microfibre set from the Brick. When the pieces were delivered, the delivery people did not set up the furniture and my husband and I had to do it. I called the store and they credited the delivery charge back to my VISA with no questions asked. We then noticed that the chair had a tiny rip in the arm. I called store once again and they advised me that they would have to send a technician out to look at it. The tech came about a week later, looked at the rip, took pictures and told us that he would order the parts and they would be about 4 to 6 weeks, depending if the piece was in stock or not. At the same time the technician was at my house I asked him to look at the sofa because the cushions were not puffing back up after they had been sat on. He said to keep and eye on it and if it got worse, we could have more stuffing added to the seats.

Over two months passed and I wasn't notified of the part for the chair, so I, once again, contact the store. They apologized and said that they would send a replacement. At the same time I also mentioned, once again, the cushions on the sofa not puffing back up. They said that a technician would come and have a look at it. A technician came about a week later and said that we would be able to have it stuffed. He said that it looked like the cushions had a defect. He said that someone would contact me with a time and date of when this would be done. Two weeks passed and I didn't hear a word from anyone so, once again, I contact the store. They said that a replacement sofa would be sent. A week later, we had the sofa replaced. That was in May. We now have a new sofa and chair at this point.

It is now September and two fo the three sofa cushions are flat. The middle cushion sits about 4 inches higher than the ones on either side (because it rarely gets sat on). The arms of the sofa have permanent divots in them where they are leaned on and the seat cushion and arms of the chair are in the same condition. It is so bad that we don't sit on the furniture much anymore because it is so uncomfortable. When we sit down, the seat sinks back down to the springs.

I have contacted the store and asked if we could have a credit for the furniture because of all of the troubles we have had. Naturally they told me they could do nothing for me. If you can't stand behind the furniture that you sell, then you shouldn't be in business. The customer service at the store is pathetic. I usually have to call in two or three times because the phone mysteriously gets hung up on me. I live in Georgetown and it is long distance for me to call Mississauga and it really adds up. I have had it with the whole thing.

Here is what will make me a satisfied customer. I would like to go to the store and pick out a sofa and either chair or loveseat for my family room. I would like you to pick up the junk that I have in my family room now and give me a credit for the same amount that I paid for it and it can be applied to whatever we purchase. I will consider other alternatives if we cannot resolve this issue with your company. You are not following through with your guarantee which is clearly stated on your invoice.

I would expect to have response and suggested resolution to my ongoing problems before Friday of this week. My next step is to go to the Mississauga store and speak with a manager face to face, until I get some resolution.

Order my appliances with them back in May 15, told them exactly when I need it to be deliver..Aug 31. That is about 3mnths, should give them plenty of time and the sale person assure me that I will get everything delivery on that date. Mid June went to Guelph location order a 5 piece dinning room sets, once again delivery date Aug 31. 2wks before my delivery date I had a phone call from the Brick in Guelph location asking when will i be picking up my dinning sets, I told them that it suppose to be delivery on Aug 31 along with my appliances that I had order in Kitchener location. The lady on the phone then said " we can only hold your order for 7 days but if you have other orders from us then just ignore my call today and you will get your stuff on the delivery date. I then asked" will if you guys can only hold the order for 7 days will I still be getting everything on Aug 31?" she said" oh for sure you will". 5 days before the order date I went to Kitchener location to paid off my balance, then did I found out that the refrigerator that I order back in May had been discontinu since June 5 but nobody ever call me to inform me that, so they offer me another one a little bit smaller but same price, the only problem with that was I won't be getting it on Aug 31 it will be the following week...first I wasn't too happy but then I figure just couple more days wont be too bad, so I agreed to wait till the following week to get my refrigerator. Went to the Customer Service desk to paid off my balance then did I found out that my 5 piece dinning room sets is back order...Long story short...my refrigertar kept got delay so I had to cancel it and my dinning room sets kept being back order then when it's finally came the 1st week I just got 1 chair, then the following week I received 2 more chairs then finally end of that week I received my 1 last chair and a dinning room table.
I will never ever buy anything from them...even if they have the best deal comparing other places, it is just not worth the stress and thru out the whole situation noone every apologize.

Hi, my name is Cari Richer & 4 1/2 years ago I bought quite a bit of furniture from the Brick in Sudbury. At the time I also bought the 5 year insurance in case I had problems.

Approximately 1 year ago one piece of a three piece leather living room set started losing the colour on the cushions. I called the Brick & they had someone come & inspect it & ultimately replaced it. We had not been using the other pieces too often before but now had started using the love seat more often & now this piece also was losing the colour. We called & again they sent someone to inspect it & told us they would get back to us. We had been waiting for quite a while & we finally called back & they have now told us that we had to take another kind of love seat as they don't make this set any longer. We disagrreed with this as we bought 3 pieces that match and now they want us to break the set. I had a conversation with the manager who then allowed us to change the living room set to another one with the same value. When we got a call stating they were bringing the new set over the driver told us that they were also picking up the tevevision set which came with the original furniture we bought.
We do not agree with this as it is not our fault that the quality of the leather which we had paid for was not durable and we should not be penalized because the company no longer makes those. ... and we had taken the insurance in case of any problems.

We would like to get the living room set replaced without having to argue and since the television was part a a deal which we had willingliy paid for we would like to keep this as it is still under warranty also.

You have always advertized being a reputable business...can you see what you can do?
Thank you, Cari Richer [protected]

The Brick in Canada is a big joke. This store lacks of seriousness, sold a dinning table and a mattress to me then lied about delivery. I was said the delivery was going to take place on a Tuesday and noone showed up, a call was given to me that same day at 8:30pm to say that they were not sure but they felt very possitive on approaching a delivery the day after or so. No appology for the misleading on the that same day and noone showed up the day after either. I called and the sales person asked for time to talk to administration office and still waiting. Also they want to hurry you on buying their furniture at try to force you to take whatever the deal they believe to have. Do not waste your time if you appreciate your time.

I've been dealing with the Brick (Scarborough Location) all week regarding a delivery gone wrong for my daughters bedroom furniture. First they tried to reschedule it from Wednesday until Thursday the morning of the delivery. I explained I had taken the day off work and was losing wages, so it needed to be delivered that day. I then received a call from the driver a few hours later to say they would be coming between 7:00 and 10:00 at night. I explained that the furniture is for my 4 year old daughter, and she goes to bed at 7:30 so having them deliver to her bedroom at 10:00 at night is not good. They said they would call me if they could come earlier. I called Customer Service to complain. They told me they were "too busy" to listen to my complaint and someone would call me back. No one did. I finally got a call at 9:00 at night to be told they would not be delivering the furniture that day. I called Customer Service and spoke to the manager. She said she would "investigate" and get back to me. She She finally called me at 4:30 the next day. She offered the delivery for Friday and $100 refund. I said I wanted $265 becuase that would cover my lost wages (for now having to take ANOTHER day off work) and the waived delivery fee. She refused so I ended up speaking to the GM of sales. He didn't even want to give me the $100 the Customer Service Supervisor gave me! He told me that the furniture would be delivered tomorrow BEFORE 5:00. I asked to speak to someone else regarding additional compensation and was given the name for the GM of the store. I have called him and he is not calling me back. I got a call from the driver today, and he let me know he will be coming between 5:00 and 8:00 tonight. I explained that I was told they would be there by 5:00 and was told this was incorrect information. I have been trying to call the GM of sales and the GM of the store about this as well, but I am being ignored. I had furniture delivered from Bad Boy the same day and had none of these issues. The Brick obviously needs to learn about the value of Customer Service

On June 5, 2010 I have purchased a whole set of major appliances including refrigerator, range, dishwasher and laundry pair from The Brick Newmarket (invoice # [protected]).

The salesperson and his manager were very nice and offered me a big discount if I take a 5 year extended warranty plan and if I apply for the Brick credit card. I did so and got 960$ discount.

Later on, according to the "Price Garantee" paragraph in the current agreement I called Customer Service in Brick Newmarket and asked for the price adjustment because the prices of ALL the appliances I have ordered went down.

The ajustment has been done, but on the day of delivery (July 14, 2010) I got a call from Client Service manager Diane Ladas, and she notified me that all my price ajustments have been cancelled because I have already had a big discount.

I tried to convince Diane that the discount has been given to me for the big order, extended warranty plan and applying for the Brick credit card,

but she did not agree to make the price adjustment (which is in the Brick's "Price Garantee" agreement).

I went to another Brick branch and got an acceptable price for exact the same models that I ordered in Newmarket.

I asked Diane to cancel my order for the refrigerator, stove and dishwasher, but she refused...

Please, help me with this situation.

I want to cancel my order for the refrigerator, stove and dishwasherthe in Newmarket and purchase them in Markham branch (or to get the price adjustment).

I sent several e-mails and faxes regarding this situation to the Brick Head Office, but got no responce...

We bought a fridge from the Brick one month ago. They told us it would be delivered June 30 - today. Get home from work and there is a message from the Brick asking when they can deliver fridge. Called them after 8:00 p.m. and was told that they SOLD our fridge - which we PAID FOR because someone else wanted it. What horrid business practice THAT IS! Of course no managers on duty to complain to.

From the first moment in the store the salesman lied and said anything to please me. I found that out 6 deliveries later still without recieving the appropriate product, that most of which he "promised" me, he would NEVER have had the ability to produce. The goods after 6 deliveries(I repeat) have arrived damaged, the wrong items, telling me I ordered things I didn't and still to this day have recieved any of the "main" items I orderd...such as a sofa, kitchen table, chairs, bed, or bar stools...after 6 deliveries. When the wrong dining set was delievered the salesman told me "he was afraid I wouldnt have anything to sit on" so he sent me 4 of the wrong chairs that I had to assemble for The Brick to come take them and bring me 4 more to assemble.

In the end the Head Regional Manager's idea of compensation is "treat me exceptionally NEXT time I shop at The Brick"...pathetic!

From: Angry girl

The interest rate is atrocious and oh by the way they dont even talk about the interest rates when you apply for the card. it is a big surprise on your first bill. I hope they don;t expect us to read the small print. Besides 29% should in large print and in bold so the consumer can see it. Had i known the interest rate was 29% I would not have bought my 5o TV from them. Talk about gouging the consumer!

The brick is the worst place to shop!

I've been waiting 3 months for the delivery of 1 - one seat sofa and I payed 60.00 for delivery charges! The worst part is that the managers wont even return my calls, the customer service representatives are very rude and insensitive!

They keep telling me its arriving on saturday and when I call on saturday they say no its the following saturday! After much fraustration, I told them to deliver it on a weekday and if they call me 1 hour before, I would be willing to take time off work - they agreed and then in practice did the opposite!

I am tired of this and at this point, I just want my money back, but the store manager wont even return my call!

This is the first and last time I am shopping at the brick!

We purchased living room furniture from the brick on Sept.26 and paid by mastercard which will be due in early November. The Brick told us delivery date on Oct. 12. Now we have been informed that delivery will be on Oct. 28. Totally unacceptable to us. Is it advisable to give them until the 28th but not after the mastercard bill is due ? Any suggestions ?

Over Easter our fridge went and we bought one online. Well the day it was supposed to be delivered, no call and no fridge. Upon calling We come to find out no arrangements had been made for delivery on that day at all.Well that left us out one days pay for taking the day off to wait for the fridge and no fridge. Seem fair?

The sales crew are all on commission so be care full of the crap they will feed you for their paychecks!

Another point: Why does the brick have online shopping if you have to go into the store to pay for it?

I bougth this July /08 they replace the mattress Nov /08 due to sagging. A year later doing the same thing. Now I have this mattress that is sagging about 1 3/8" again. The tech came to look at it and took pics. goes back to the store they tell me there is nothing wrong with the mattress. I want action on this, this not acceptable. Please clear this matter up asap. I will be going on vac. for two weeks, on Feb. 27 /10 returning Mar.13 /10

My Fiancé and I purchased furniture for our new home last August of 2009, here in Regina Saskatchewan, from The Brick. In doing so we made the decision to use their "Brick Card" to finance our purchase. The sales representative at the time (August 23, 2009) explained the interest rate and the special program plan which at the time was “No interest No pay" for an 8 month period. We signed the documents he presented us with and picked up our furniture a few weeks later. Since then I have noticed on our monthly statements that are labelled “The Brick.com" that they have thrown in a "payment protection plan" Charging us on average 40-50 dollars a month. I called the 1-800 number on my Bill to have the hidden charge discontinued and get my money back from previous months, they told me I have to take it up with The Brick at the location where we made our purchase. In speaking to the brick they explained to me that I should have read the fine print on the original card documents and that they would not be refunding my money. I feel misguided and tricked by The Brick and the financial institution they partner with. There was no faithful representation of the finance terms. Is there a law around this? Does The Brick have an obligation to disclose the payment protection plan verbally at the time of sign up? Is there anything or anyone that could help me?

Thank you for your time, Jennifer Simair

The Brick Canada cancelled return or exchange policy
if you buy any thing from the brick, you can not return or exchange what you buy even if deffective
the salespersones will not know you after they sell you the product
the salespersones only know how to make the commision from you
the brick managers in all branches are tough and will not cooperate with if you have problem
dont buy from the brick

I should have predicted that my dealings with this store would be a nightmare the first time I walked in the store. I had a list of everything I wanted, which I had put together using the store's website. I stood in the mattress section of the store politely and waited for 15 minutes as salespeople walked by me and ignored me. I then went to the Customer Service desk and asked if I could purchase the mattress, etc, directly at the desk. The woman told me I had to talk to someone in the mattress section of the store. I told her no one was there. She said, "There's nothing I can do; you have to find a salesperson in that area of the store." Eventually I approached someone in the living room section and asked if he could please sell me a mattress, box spring, bedframe, and area rug. And so...the nightmare began.

PROBLEM ONE: I was told I could call the store at any time to change the planned date of delivery if it didn't suit me. I tried that, but The Brick makes it a habit not to answer the phone. By the time I got someone to pick up the phone (four days after my first attempt), it was too late to reschedule. I was treated incredibly rudely by the Customer Service associate on the phone.

PROBLEM TWO: Only half my order arrived on the delivery date. When I went back to the store, I waited a full 10 minutes at the Customer Service desk while two women worked at their computers and full-out ignored me. Eventually one of them checked my order and said snarkily, "Well, that's because the other half of your order is backordered" - like I was some kind of idiot. No one had told me there was a backorder, and it wasn't written on the bill of sale - so how was I supposed to know? Incidentally, while at the desk, I commiserated with a woman who had been waiting for her furniture for FIVE MONTHS.

PROBLEM THREE: At this point, I wrote a letter to the manager. To this day, I have not received a response.

PROBLEM FOUR: The store attempted a delivery with no "24-hour warning call" - so, I wasn't home, and my box spring/area rug went back to Toronto. (Oh yes - be warned that The Brick's warehouse is in Toronto - because having a storage area in Ottawa would be just silly, right?)

PROBLEM FIVE: The box spring finally arrived. I asked the delivery men if they would please set up the bed frame, as the prior delivery men had left it in the box and I'd been sleeping on the floor for three weeks. They said, "No problem". Then they placed the box spring in the room, had me sign some paperwork, and walked out of my house. I said, "Uh, are you going to set up that bed frame, like I asked?" (the salesman at the store had assured me TWICE that all deliveries included free assembly). The one delivery man grumbled, "I didn't even deliver the box spring, so it's not my problem" as he headed back up the stairs.

I haven't laid on the bed yet, but I fully expect to crash to the floor when I do!

Ottawa has so many furniture stores to choose from; avoid this one like the plague.

Just a final note of comparison: I went to Ashley Home Furniture for a living room set and it took 2 weeks between purchase and delivery. I was treated with professionalism throughout my dealings. My ordeal with The Brick took over 4 weeks and I've never been treated so rudely by service personnel.

Joey Leather furniture complete crap(not leather at all) and the blanket warranty a total scam:

I purchased my joey taupe 100% leather furniture with the free 52" TV package in 2006 and it's been nothing but the run around ever since! First off it tooks 3 weeks to recieve the furniture that was bought and paid for in full. Then they deliver it and leave it siting in my living room they were supposed to unpack it and assemble it. Three months after we started to notice the seams on the chair and loveseat were intact but the leather worn completely white and they were once taupe but now a faded green color. We called the brick and one month later they exchanged both pieces. It was all fine and dandy until the exact same thing started happening again and once again they were exchanged. We recived another chair and loveseat which again was ok. Needless to say it was replaced again at this point we were a little upset but kept a positive attitude that maybe this time is the last. Until...the leather at the seams on the loveseat were wearing out again the stitching still intact but this time on the loveseat the leather was ripping away from the fabric at the back and the stuffing was coming out. We got on the phone one more time and this time the Brick would not replace it they only repair it still leaving us with the leather worn out at the seams. It seemed to be a flaw with this furniture. All of this over a course of three years still no satisfaction the chairsis ripped and the leather at the seems are worn out and my loveseat still has the worn out leather at the seems and it's only gotten worse. We were offered a reselection from the Brick up to $2937.00 not including the taxes we paid minus the $1178.00 for the ''free'' Tv, but if we give the Tv back we would have the full credit of $2937.oo not including the taxes we paid. Then the dope goes on to say we would have the option to buy the TV back for $300.00? So we decided that we'd give the Tv back so we could use the full credit to get different furniture. We picked out furniture that was on sale which made it almost exactly the same price as what our credit was, only to find out that because we were reselecting we didn't get the sale price. Which left us with about $300.00+tax to cover we thought. We then got told that we would have to pay the tax on the full amount of the reselected furniture...makes no sense since they weren't crediting us for the taxes on our furniture. We were then told we could only have the Joey furniture and there would be no problems but we did not want the Joey furniture with it's history it's obviously faulty. Then to top this all off the the manager of the store storms out of his office very upset and told us to take the Brick to Court because the Brick always wins anyway! We said nothing of the sorts we were just trying to work something fair out and thats what we got told! poor poor service! How this company manages to stay in business I don't know! I guess this is how by scamming people...

DID YOU KNOW THAT TRANS GLOBAL WARRANTY CORP IS OWNED BY THE BRICK?...no wonder there is so much trouble! If I knew then what I know now things would've been different!

p.s. my 2 year old child also managed to find a pen but we won't even go there about the warranty for that!

Hi there:

I had bought a table and 6 chairs from your store in Sudbury, Ontario about 3 years ago. I had purchased the extended warranty at the time.

I have since had a rip in one of my chairs and a few dings in my table top which I was told was covered, but in the intem I was told that my set is no longer available so they could not replace my chair. I ws offered $300.00 back from my extended warranty and nothing else was said about my table top so I will guess that my table top will not be repaired.

Now it took 2 months for someone to come out to my home to see my problem and it then took them another 6 weeks to call me back at which point I was not impressed. I was told that the chair could not be replaced. I haved waited and saved for this set for quite a few years and to no avail it is now ruined.

I called your store in Sudbury today and I was put on hold for 5 or so minutes and I am here at work alone so when a customer came in I had to ask the person that was on the other end if I could put them on hold and they said yes. When I went back to the phone they were gone. I then called back and was told I would have to hold again, at which point I became upset since I do not have time to play this game today since I am already feeling ignored and ripped off from your store.

The employee on the other end was very curt with me and ended up hanging up on me. Tha''s all I wanted was for her to take my phone number and have someone call me back. She was very rude. I have been in touch with other fruniture stores in this City and they have advised me that my set should be repalced if the extended waranty cannot be excercised. It will ruin my set if I have 1 different dchair.

I have also been in touch with a lawyer whom also advised me that how this has been handled by your store is unacceptable and the set should be replaced.. I was willing to come to some agreement but now I am very upset and insulted by the behaviour of your employee.

I am a prominend business owner in Sudbury and have been in business for 9 years. I will never shop in your store again and I will make sure that I tell everyone that I know not to shop in your store.

I was hoping for some satisfaction but am not getting it. Customer service should be number 1 but I did not get this from your store

I hope this problem is dealt with soon since I feel that I am being ignored by the brick [protected].

Thanks,

Brenda Goodman

After speaking to several of my corporate co-worker downtown Calgary, regarding the numerous errors and poor customer service I have decided to write to you regarding the service your company is providing to clients. As a reward for my daughter and I for succeeding at single parenthood and managing successfully I decided to purchase a sectional. The Bella sectional, beautiful golden fabric color with deep brown faux leather for the exterior support. It matches our living room perfectly. Excitedly, we purchased the sectional and agreed upon delivery to be Saturday Nov. 7th, 2009. We planned on skipping our swimming class for the arrival. Unfortunately I was informed the day before that delivery would have to be scheduled for another day. I work three jobs, so I have limited time as it is. I offered for delivery to be that Sunday, Nov. 8th, 2009 BUT after 2:30pm. I had a wedding I was in and I could not be home any sooner. I explained this to Richard (the gentleman I dealt with for the order) he agreed to the time and said it would be delivered after 2:30pm. The driver called me around 11am! I was unable to answer my phone at that time due to the wedding taking place but did proceed to call the driver back at around noon. He informed me his shift ended at 12:30 and he would not wait around for me to arrive back at home to accept the delivery. Since I had previously mentioned to Richard that I could not be home any sooner, I was disappointed that, once again, this delivery was not going to happen, especially since we had already (again) agreed upon a given time! I mentioned to the driver over the phone that I may have to cancel this order due to the fact I have work engagements booked for the next several weeks and I that I was not able/willing to wait over a month for this sectional to arrive. I had agreed to that Saturday, followed by agreeing to that Sunday. I would not be able to accommodate any further dates. I had two promises broken at this point, I felt very disappointed. I called Richard discussed my disappointment and proceeded to ask that my order be cancelled. Accommodating to my needs he spoke to Tony the location manager for the NE location in Calgary. Tony called me and we worked out a deal that I would pick up the sectional from the warehouse along with a 10% discount and no delivery charges. I agreed. I went to the warehouse (that same day) shortly after only to be told the driver had given the chase of my sectional to another client waiting for the same piece! I don't know what to say. By this point I had two delivery dates not work. A driver that was not going above and beyond customer service and now... he gave part of my sectional away! I did take the one part of my sectional home and immediately after I had the half sectional in my place drove over to the Brick to speak to Tony in person. I explained that I would appreciate a “full section” delivered to my place and not just the chase in case the colors did not match. I did explain how unhappy I was and commented on the poor communication between the office to the driver. This should never have happened. As a customer I should not have to be the one running around to make things correct. Communication should have been made clearly to the driver that I would not be home until the given time, and as for my representative that I dealt with, Richard should have clarified and inquired if delivery could be made after 2:30pm. I did receive my chase that following Sunday... but the color is off. I don't know how an organization can operate like this. To first offer delivery, then not follow threw with it. Than to offer another delivery only to be rudely spoken to from the driver and not have it delivered. Followed by making accommodations on my own part to PICK UP the sectional to be told the driver has already given the second piece of my sectional away and now to receive the item and the color doesn't match! When I made comment to the drivers of the noticeable color difference the one driver tried making excuses by saying the way the light is reflecting on it that is way it looks darker. When I said I needed to document my remarks this on the signing paper that I can not accept this (I'm paying for this item to match and for service!) he said he would not sign, told me to have a good day and left my home! Clearly upset. The other driver on the other hand commented that he could see the color difference but was unwilling to sign the paper. Is this how the Brick tells their staff how to provide service? I therefore proceeded to call Richard... here I go again. I informed him of the color difference and asked that I have delivered a FULL NEW SECTIONAL. I was informed that I will have just another “chase” sent out to me and that I am guaranteed the colors will be exact! This is not acceptable. This is wasting my time, as well as the driver’s time and everyone in administration. There is no guarantee this next chase will match, and there is nothing guaranteeing WHEN I will actually receive it. I would ultimately like to send this whole sectional back because it represents nothing positive from this purchase and from the provider. The Bricks reputation amongst several co-works of mine and future purchasers has been scared and it is truly unfortunate than when I speak of this situation to others that they have had similar experiences and have voiced that they (including I) will not have any further dealing with The Brick for future purchases. I would appreciate some kind of resolution to this situation. I would appreciate being delivered a full sectional instead of just the one piece. I would appreciate no admin fees, no delivery fees, the 10% discount to stay in effect. I would ask for a further discount to accommodate for the numerous errors and poor service, but I don’t believe that kind of services is provided from The Brick when it comes to satisfying disappointed customers.
I would appreciate immediate action to resolve this matter.

Sincerely,
Valerie Gingras
[protected]

I will provide photos when further communication has taken place.