The BrickReviews 541

Purchased a lot of furniture at this store. The couch I ordered was back-ordered and wouldn't arrive until Sept (I ordered in May). In Sept I was told it wouldn't arrive until Dec. Later I was told it wouldn't arrive at all as it is no longer being manufactured. The sales rep sent information 2 possible replacements, I chose one, it cost more but I was told she would talk to her manager and it wouldn't matter. Well, the manager took a bit off but the couch was still $700 more than my original purchase cost. Manager wouldn't budge AND it wouldn't be available until January! I couldn't accept that and instead, bought a leather couch (one from the brick was plastic) from Costco, arrived within 9 days. I also purchased a mattress at the same time, I found it very uncomfortable and it was starting to sag (after 2 months use). The brick has a comfort policy but there's a catch: they will only give credit for the mattress, not the box spring so, if you purchase just a mattress (on the trade-in) you void the warranty on the new mattress AND you have to pay delivery! I chose to give it away and purchase a new mattress through Costco.

I bought a fireplace too and it has a little "wow" in it (you can see the lights), the brick told me to contact the manufacturer.

When speaking with management, they were quite condescending and cold without any regard to customer service. When I asked the profit of the brick last quarter, she could not answer. This place is a ripoff. Every time I've been there, there were more employees in the store than customers. My sales associate was friendly and was sympathetic to my plight but her hands were tied. I don't know how she can work in such a place.

I tell everyone I know at every chance I get NOT to deal with the brick. I will never ever buy anything from there again. Many stories were told to me by friends and family and I did not listen, well, I've now learned my lesson.

Hi
On January 8,2022 I bought a fridge and a dish washer from the brick after a long waiting time on January 14 they bring it I was not home they said to my wife that they need a man to help them carry it in so they take it back
Today they bring it again
One of them come out and said the dry way is not clean enough to bring it in my house
I have video of cleaning the snow in the last two days
Video of me my family and the neighbours helping east other to clean my dry way
I told them I can help them carry it in
They said no
Then I told them if they do not I will complain to the company
The driver and the helper attacked me in front of my family and neighbours they are wetness
I sent this video if no action is taken I will report it to the police
I did not yet because the sales person was very professional and helping guy
I am sure there's more professional people in the company to handle this

Nasim Amin

On 18 Jan Reiwa 4, at 9:50 PM, Mohammad Amin <*******@iclou

We purchased a new stove from The Brick on Wharncliffe Rd S, London, Ontario in August, 2021. After waiting a month for delivery, the stove was delivered to our residence damaged. Not slightly damaged... DAMAGED. The front door entirely crooked, the back portion of the stove caved inward. It took us a month to get someone on the phone to replace the damaged stove, as we were hung up on, phones were never answered and then the manager never returned our calls. We had to call the London location on Wharncliffe Road South every single day to get a hold of staff to order a replacement stove. Our damaged stove sat in our kitchen for 3 months waiting for a new one to be delivered. The next stove that was finally delivered, you guessed it... it was damaged as well. Phone calls to staff were ignored yet again. We were pleading for help from staff. Finally, we spoke with someone and explained that we needed TWO haul away orders (for our original stove we were replacing, AND the damaged stove delivered by The Brick), and had to call back three separate times and staff at Wharncliffe location still had "no record" of our two stove haul away requests from the other two phone calls we had organizing this! Once we got a hold of a manager (after waiting for a week to receive a phone call back from one) in search of a refund, they were going to refund us 400 dollars LESS than the purchase price. It is now January 20th, 2022 and finally, the second damage stove was removed from our house on January 18th, 2022. Still waiting on our refund... absolutely THE WORST experience we have ever had. We will never shop at The Brick again and I will be sharing my experience on every social media platform possible.

No service! Will never come back. Bought a mattress from your store. My When I purchased the mattress. The sales told me the delivery will put the mattress in my room. Will wear the bootie when they come to my house! NOT AT ALL'! The metress still in my living room! I can't put it in my bed room! And this is the second time the delivery came. The first time the refuse to put bootie. It's very dirty outside. So the second time I complaint to the customer service. They said yes for sure they will wear the bootie! NO! SAME thing! No bootie No delivery to my room!

Purchased a fridge for $4400 on Dec 8,2021 to be delivered on Dec 18, it was delivered on Jan 7,2022. The sales person on Richmond Hill location said the movers instead of removing the old fridge can move it to the basement (since I requested it)
On the day of delivery the movers said they are not allowed and can't do that. I called the Brick and after a long wait and few tries, the customer support person, Chiara was helpful at first and said the brick will cover the cost of the movers so that we can get a help to move the fridge to the basement. She said, they need a quote so that they can do the paper work and she provided me with 3 different moving company numbers. However, after many calls and emails, I was able to get only one quote in email to sent to her on Friday. The process was not confirmed on Friday, neither on Saturday. I emailed her again on Monday and called The Brick but no answer and no confirmation.

As always this company is the WORST company to deal with. From sales people, to Customer Service they all are equally horrible. We have purchased many things from the Brick, the quality of the product is fine but the people experience at this location/company is just something else. Currently I have 2 fridges in my small kitchen waiting for Chiara to get back to me.
I just don't understand how a big company like this, is not able to approve such a small fee to fix a inconvenient that literally caused by their own staff miscommunication.

PS: The movers damaged the front door of our fridge and we saw it the next day after we completely unwrapped the fridge. Good luck to us getting that door change.

We purchased 4 bar stool chairs at the brick. The salesman was very helpful and the chairs are the most comfortable we have found... the colour is terrific and we are so happy with them. We hope to have them for a very long time as the material is very good.

I ordered a couch back in September 2021 in person knowing that the delivery date was schedule for December 22nd 2021. I thought I was being fair and understanding that they needed that much time due to COVID reason but at this point I'm just frustrated. Not one person from the brick reach out to me in December to tell me that there has been a delay. I gave them a call on December 20th to which I was informed that my couch will not be here until mid February. Fast forward to now… January 7 2022, I have just received a call saying my couch is delayed until March 2022. To the Brick-Why bother up selling things if you know that people are going to have to wait this long. Or at least inform your customers of this happening… waste of time and money and I'm pissed to say the least. The only reason it's getting two stars is because of the Halifax employee who made purchasing my couch a breeze. Other than that don't look at buying a couch from here if you aren't ready to wait 6+months.

Bryanna

Is there a NO STAR rating? There shouldn't be even one star. I waited for my delivery. They let me know that they can no longer deliver my stuff and it would be rescheduled…when, we don't know. The funny thing is it was still early that day so technically they can still deliver, whatever happened on their side, but I guess they just had enough that day and don't want to do a last delivery. Waste of my time waiting for them. All they said is that they couldn't do anything. Last time doing business with them.

The brick offers refund 5 years used warranty is really a big joke. You have to claim it within 90 days that is expired. But there is no notification. End up, the refund is not offered. What a big joke. Don't buy any warranty.

I recently went to the brick in Halifax to purchase a new refrigerator. I was greeted warmly by a nice sales lady who listen to my needs. I decided to take a fridge from the clearance section as I did not need to wait for delivery. A few days later the delivery guys showed up took away my old fridge and placed my new one with no hassle. Until a few minutes later they called and said they refused to take my old refrigerator as there was a leak in the bottom. I was at a loss as this was my first appliance purchase and had no idea what to do with an old refrigerator. I asked them to place it by the dumpsters in my condo building which was just 100 feet away. Instead they left it on the sidewalk right in front of the main entrance to my building. They left me alone in front of the building with all my neighbors watching. The store was called and I was told that I'd have to deal with it myself. They were incredibly insensitive and created a hugely stressful experience. I was humiliated and received no reassurance from the store or the delivery folks.

I went online on boxing day to buy a Serta Perfect Sleeper for the advertised price of $679.95. Since it was before noon, it qualified for free shipping too. When I went to check out, the site froze up two times. I tried later on the 26th and got to the checkout page only to find a shipping fee of over $85.00. I went on the instant chat to explain this only to be told if I wanted free shipping then I would have to buy the mattress protection package. ALL I WANTED TO DO WAS BUY A MATTRESS AT THE ADVERTISED PRICE BUT COULDN'T.

I have purchased roughly 7000 dollars worth of furniture and appliances at the Brick. Every time it was an awful experience but this last purchase is why I will never return.
We purchased a mattress as ours was getting old (the warranty was void because we did not have a center support on the bed frame - so be it). We purchased a memory foam mattress. It was delayed delivery. We tested it out on our 21 day trial but it was very hot so we decided to exchange it. We went to the store and they demanded we submit a warranty claim because the mattress had lint balls on it from the packaging it was received in. Ridiculous. But we did it anyway. Told we would receive a response in 3-5 business days. 2 weeks later we contacted to store to be told there's nothing we can do but wait. Called again the next week asked to speak to the manager, who is never actually available. The repeated phone calls go on for weeks. No call back, no email, no concern for a customer because the money has already been received. Eventually I got tired and went to the store in person, however I was not able to see the manager as she was "out". I received a call after about 4 weeks - the warranty claim for the lint balls is ongoing. See where this is going? We re-selected AND PAID for a new mattress but could not get it until the warranty claim was processed. We negotiated the ridiculousness of the claim with the manager for her to finally override it and allow the delivery of our newly selected mattress. The delivery was set for a date. The date went by… no mattress. Call again - this time we were told there is no delivery scheduled (despite confirmation from the incompetent manager). Delivery was not scheduled as we had not paid the difference on the mattresses (which we did- they keyed the credit card number in wrong).
This process went on from late September to early December. When we got the delivery of our new mattress it was a snowy slushy day and the delivery guys tracked mud and snow all inside of our house. We got them to leave it at the door so as to not track any more mud throughout the house - so we had to lug it upstairs ourselves.
Long story short:
The Brick employees and management have 0 customer service. They do not care about you after the transaction has been made - as long as you give them money.
They lie, deceive and hide things from customers. (Availability of management / timelines / warranty processes / etc.)
They do not respect timelines. (At all).
Their delivery drivers do not care about your home or the product they're delivering.
WORST COMPANY EVER. Do yourself a favor- Save your time and sanity - go shop somewhere else.
We will never return to this company.

Aujourd'hui, Tommy, Nicolas et Jérémy m'ont fait une livraison à domicile (salon en L et table de centre). ILs ont fait un travail formidable! Merci et bravo pour votre professionnalisme et sympathie! B Mohamed - Gatineau

As long as you like the item you bought, all is fine, but watch out when you have a problem. I have been a long time Brick customer and will never buy there again. I bought a bed and a mattress set and had problems with both. They started spouting fine print and they made no effort to solve either problem. Now, I'm stuck with a mattress I cannot sleep on. What do you do when you spend $2,000 dollars and have to throw it away? They advertise satisfaction guaranteed, but it is dissatisfaction guaranteed. If you buy enough stuff, eventually you'll run into a problem and then their attitude is "too bad, sucks to be you! Gotcha!"

I had very good experience with the sales person. We got three appliances. The refrigerator had two damages. I contacted the customer service and sent them the explanation of the damage and the photos of the damage.
To get and exchange i have to wait 4 months or keep damaged refrigerator and get $50.00 refund. To repair the damage would cost over $200.00. I was tempted to return it but my tenants will be without the refrigerator for a day or so till I get another one from another company.
I was told that since the refrigerator was on sale company can only afford to pay $50.00.
Iwe wee going to order $9000. 00 worth of appliances for other two properties but we are taking our business elsewhere.
I wish Ihad read the reviews before giveing the brick business. I was referred to the sales person and he was great.

Worst experience ever. My Fridge broke down however, I had an extended warranty. After 2 months of back and forth with King and State (warranty company), I finally received a full credit (not typical for them to give) for my fridge.
The manager at the Brick- Cyrville location (Ottawa East) told me she'd contact me on Sunday with an ETA on my fridge, but never got back to me. I called several times to avoid having to go there in person however, they never answer their phones.
The Manager became disgruntled when I didn't want to accept a lower model fridge that was in stock and refused to even give me the floor model of my original fridge. After the back and forth disagreements, she basically told me that she is considering this matter resolved, that she will no longer be contacting me and cowardly put the task of any further communication about the ETA on my fridge on to one of her reps. She should give him her salary because I'm sure his salary doesn't reflect having to be the middle man between her and I and having to de-escalate this issue. My kids and I have not had a functioning fridge for about 2 months now and have no idea when we will be getting one.