The Brick

I bought an electric fireplace and was informed by salesperson delivery would be within two weeks.
After two weeks and numerous calls I was told fireplace was out of stock and would be arriving in another two and half months later.
Customer service is horrible. All our attempts to get definitive answers were futile. All we got was a run around.I do NOT recommend shopping at The Brick.

We went to Centre Mall location and spoke to salesman. We said we want to buy a freezer and we came here because you will remove the old one. The salesman said yes. There was no shopping or showing needed, we knew what we wanted. All the salesman had to do was fill out the delivery order. Sadly it must have been too complicated for him as he did not put anything about the removal. So when delivery happened and the old one was not removed I called the store.they basically said too bad so sad... we will give you $50... not good...then spoke with store manager and same thing... too bad so sad... we will give you $65... not good enough...spoke with head office...and they said same thing...$65... why don't they understand its not about the money...it's about the service... the PROMISE... now we have to arrange to have this removed from our apartment as we are not lifting a freezer... NEVER shop there again. Too bad so sad... NEVER AGAIN

Ordered a dryer and freezer on Friday. To be delivered at 1:45 Sunday. Showed up at 1 pm. Included disposal of dryer in my order(free). I followed the pages of written instructions about buying hoses from the brick for installation, clearing areas etc. The delivery guys proceeded to remove the dryer and the pedestal which can be used with the new dryer. I called the Whitby store. They said ask them to take it off. Their reply: not my job, I'm not paid for that. I called and asked to speak to a manager. No one ever called back. My husband came in the house and said they hit his shoulder with the delivery truck door and drove off. I called back today and wasn't able to speak to anyone about the delivery. I evetually spoke to a salesperson and again they said a manager will call me back. It took 4 screws to remove the pedestal. Not sure they care, but they lost a customer.

I purchased a very expensive leather recliner and in a year the chair broke (something mechanically) I called the Brick because I also purchased warranty! They made it sound so simple when selling me this... "that if my couch wasn't able to be repaired the Brick would replace it"
So it's been over 3 months now and they are still "waiting" for a part to fix my arm chair,
Don't bother with warranty because it is a nightmare! Never dealing with the Brick again.

My girlfriend and I tried ordering a couch from this business and were not given the proper dimensions so it ended up not fitting in the elevator and therefore we didn't get what we ordered. To add the movers were horribly unprofessional and rude spouting hate filled rubbish the whole time as though nothing were wrong. Terrible service as they would not refund the purchase for anything other than "In-store Credit"- seems like a scam. Rough communication and a lackluster performance all together. Truly an Awfully Appalling way to run a business.

My experience with The Brick Corporate has been an absolute joke. They do not care for their customers and as far as their warranty matters are concerned.they have some woman with a spiteful attutide answering the call who can only recite the "corporate policy" where they don't seem to care what your issues are, they make promises they dont keep and throw you to the wolves when it comes to actual warranty matters. Very sketchy corporation with a shady business practices.I guess this is somehow normal practice in Edmonton.

Date of experience: June 25,2024

We had leather couch for a week and have now noticed a flaw. They will not cover because they said we only had 48hrs to see the flaw.

The brick salesman lied to us saying if we bought the extended warranty and didn't use it...we would get our money refunded to us...LIE!. Now they tell us only is deducted from a purchase over $400. Iwas not really want to buy it but he said we had nothi g to loose...we will get the money back LIE! Will never buy from The Brick again!

My husband and I recently purchased a large amount of furniture at The Brick for our new home. The sales people were quite helpful during our visits to the store it neglected to share some important information, such as the fact that our new kitchen table was not currently available and may not be delivered for 2 months. We learned this on delivery day when the tables/chairs we were expecting did not arrive.

More concerning however was the delivery of our new LG washer and dryer. The delivery guys did not finish hookup of the dryer as our wall vent was loose. This meant that I was unable to see whether the dryer was working properly before they left. As we had not yet moved into our new home when the delivery happened, it wasn't until 3 days later that we did our first load of laundry. While the washer was fine, it was immediately apparent that something was wrong with the dryer by loud clunking sound it was making. Additionally, in less than a minute, the outside of the unit had heated up to the point where it was hot enough to burn to the touch. In calling The Brick first thing in the morning, we were shocked by the run around that we were given. Staff were rude and argumentative on the phone, refusing to help us and insisting that we contact LG directly. We wasted several hours trying to resolve this issue and must now wait for a service visit from LG - despite never completing a load of laundry with the unit. The Brick had no interest in helping us or acknowledging that they had delivered us a defective product. Dealing with this store has created a significant amount of stress in what should otherwise be an exciting time for our family. We could not, in good faith, purchase another product from The Brick without an appropriate resolution here.

Don't bother purchasing warranty with this company as they won't grant it. They lie on the phone about how to submit claims and than proceed to tell you that what do you expect when you purchased this product in 2021 even though I purchased 5 year warranty. Very disappointed in the way it was handled. I was told this is normal wear and tear even though I told them I store my furniture inside in the winter

I purchased a 85" QLED TV in 2021, along with service warranty. In February 2024 the TV had some issues. King and State the warranty company were quick to dispatched a technician form Universal TV Repair on February 20thto asses the damage, after which it took them till March 22 nd to deem the TV on repairable. On March 24th King and State informed The Brick to replace my TV. On March 25th i paid the extra cost for the new TV along with the taxes and new warranty package and extra $ 2092.34. Today June 13th I still don't have the TV delivered. I just heard today that it could take as long as the end of July. I just need all of my money back, so i can buy the TV from Best Buy or Costco

I am frustrated with Bricks return policy even you buy the warranty. I purchased a LG All in One Washer around April 10 from Windsor Bricks and sales person lady assured me that it is brand new with no issues, and is being sold cheaper for being floor model. The sales lady convinced me to buy three years warranty too. This top LG washer happens to be a pain in the neck. At very first cycle 0f 3.5 hours, and it didn't dry the clothes and error code keep coming up. The technician has changed the parts three times, but the clothes are still wet. The Bricks manager just advised me to keep calling the manufacturer and said they
Can't take this crap back. I am so stressed out.

I purchased a Arcade game it worked for 1 week then stopped i called to complain they told me i needed to buy the extended warranty its been a year and a half now with nothing fixed now they tell me they will give me a in store credit of 615 i paid over 900 with the warranty complete scam and basically told me im beat and there is nothing i can do about it dont ever shop here for anything

Ordered a washing machine on Wednesday, got a confirmation for delivery on Friday. Booked day off work and reserved our condo elevator. Today, Thursday, we hear from them that the delivery cannot be made. Took several phone calls to learn the original delivery confirmation should never have been made owing to the fact that the connection assessment had to first be done. Finally got an agent committed to help us, and he did follow through by refunding our payment immediately, thanks. This seems to be a common problem with their company/customer service culture.

You purchase from the brick, they organize the delivery people, they organize the assembly people, and then, when you're room is damaged by those people, they claim they are not responsible for any of that. You have pictures of the proof, and all they can say is, we are not responsible for our staff. This is a terrible company, they never stand by any of their products, or services, and I hope, in the future, everyone will shop elsewhere, and not purchase from the brick.

I bought a couch there, it twisted and got all out of shape. It was deemed unfixable and was told to pick out another one. I didn't see any I liked but settled on one $400 more! This one is doing the same thing. I told them I want my $1700 back. I was quickly told No. I've been pushing the issue for weeks now, and yesterday the manager of that store offered me a settlement of $320 and keep the couch. This is absurd! I'm contacting the Better Business Bureau today. Out of 2 sofas I bought, there both garbage. All I want is my money back. Simple as that. I will keep posting updates on this matter to let everyone know the outcome.

I bought 55" TV and 2 days later I went to the store to pay the difference and get a 65" TV. They told me their policy doesn't allow it. I asked them what option I have and I have to buy another TV if I want 65".
My advise is never shop at this place online or in store. If you go back for any customer service, yo will be treated like you should not be there.

I bought a lift chair for my ailing father. The three parts making up the backing were not aligned, which is not only a cosmetic but potentially also a structural problem. I was told defiantly that the offer of 300 dollar refund is more than what they should give, even though I asked repeatedly For a new chair. Horrendous, appalling service. Will never buy again from the Brick!

Purchased a gas range along with a microwave with a built in hood fan.
The installation team called a few times already. Got a feeling the right hand don't know what the left hand is done as the dispatcher doesn't seem to know where their techs schedule are.
Items are drop off on time by their delivery team yesterday. The old microwave is remove and new one is installed, gas stove is disconnected but the tech don't know how to install the new gas range.advised another tech will come by. After 4 hours of waiting and calling back and forth.
End result no clue when the tech will come and hook up the gas range.
Now we are not able to cook for the weekend with a disable mom.
May have to hire another company to hook up.
Another problem is we have prepaid the brick for the work.
Worst experience dealing with the installation department at the brick.
Delivery department was ok.

We bought a couch and was talked into buying the insurance. My couch did were and started sagging where you sit. I was told this was covered when I got the insurance. Then when I took it in they pulled the leather tighter and did nothing with the hole and sagging where you sit. Manager would do nothing for me

I bought my furniture with extended warranty, now I want to claim my warranty. As per rep who sold me the warranty told me everything is covered for 5 years.
But when I submit my claim they said it is not covered.
The Brick employee hiding the information and upsell the warranty with the furniture to make more commission from the customer. Just want to tell everyone who are planning to buy furniture and warranty from the brick please don't waste your money and time. Try local stores they have better designs and they didn't do any false promises and are more transparent than Brick store

I bought a mattress about e years ago to put in one of our guess bedrooms hardly slept on.but went down like a hammock. Very disappointed gir over s year I have been trying to reach the sales person and.csnnit get anyone to call me back

I paid this sofa 5 weeks ago and today just delivered to my house. After delivery man installed the sofa there was a cut on the middle seat and I called the customer service right away asked to solve the problem. Now I am waiting for response but no answer yet!