• The Brick

The Brick

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Overview

The Brick has a rating of 1.8 stars from 524 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about The Brick most frequently mention customer service, delivery date, and sales person problems. The Brick ranks 723rd among Furniture sites.

  • Service
    285
  • Value
    266
  • Shipping
    230
  • Returns
    172
  • Quality
    238
Positive reviews (last 12 months): 26.4%
Positive
14
Neutral
0
Negative
39
135
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How would you rate The Brick?
Top Positive Review

“Purchase and Delivery”

Naaz K.
6/1/21

We had a very good experience with The Brick on United Blvd. Coquitlam. Julie, the lady that helped us gave us an outstanding service. She is very professional, polite and friendly and made us feel very comfortable in making our choice of the furniture. The furniture was delivered in the promised date and another piece arrived earlier than promised. The delivery guys, I did not get their names, were very efficient, polite and professional. They worked very fast and cleaned up the area they worked in. We would shop at the Brick again. We are happy customers.

Top Critical Review

“Don't pay a cent! Scam!”

Marcus P.
9/5/24

I purchased under the specific terms of your "Don't Pay for 48 Months" promotional offer from the Barrie, On location. The negotiation and agreement I entered into was clear: I would not be required to make any payments for 48 months, and no interest or negative impact on my credit would occur during this period, provided I adhered to the terms. Unfortunately, despite following the agreed terms, I have recently discovered that The Brick has faulted on this agreement. Payments have been recorded against my account, and this has resulted in damage to my credit score. I did not expect this breach of contract and find this situation unacceptable. I have contact the branch manager, sales rep(Long) and no resolution, buyer beware of these so called "dont pay a cent"

Reviews (524)

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Reviews that mention popular keywords

customer service (169) delivery date (24) delivery guys (17) sales rep (21) brick store (21) sales people (12) sales person (30)
Thumbnail of user bobb1140
Canada
1 review
0 helpful votes
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November 10th, 2020

Went to the Brick Downtown and found the best salesman ever! Needed a new Washer, Dryer and Freezer due to a flood in our basement. Thank you Remy Pankiw for your excellent assistance and knowledge regarding the above. First time I dealt with a salesman that wasn't pushy and out for the mighty dollar. He listen to my needs and I was done within 20 minutes. Hopefully the delivery and installation will be as good and efficient as the salesman Remy was!

Thumbnail of user beccal37
Canada
1 review
0 helpful votes
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July 7th, 2022

Consistently changed my delivery date (now 4 times). I spoke with numerous employees mostly from the Hamilton Location where I had purchased the bed, and was consistently told the date for delivery was confirmed. The day came for delivery, and nothing. When I followed up with a call, I would receive a NEW delivery date.

Service
Shipping
Thumbnail of user leisaw33
Canada
1 review
0 helpful votes
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January 10th, 2023

I had a very bad experience for almost a year, going back and forth and not getting any answers on my furniture being fixed, even after I paid for the extended warranty at one of the Brick stores. I had a very quick respond after going high up the chain. Long story short, I was given nothing but respect and great feedback and a great solution from Andrew Graham, He was a great help when feeling defeated. If you have a problem don't give up keep fighting to get the right answers. I will continue to shop at the Brick store and encourage others to also GREAT STORE

Service
Quality
Thumbnail of user trishw148
Canada
1 review
0 helpful votes
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January 9th, 2022

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.

Tip for consumers:
this site is terrific

Products used:
bar stools

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Value
Quality
Thumbnail of user shauna.aldridge86
Canada
1 review
0 helpful votes
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September 4th, 2023

Do not buy the extended warranty, whatever you do! They make it sound so great at the time of purchase as if they will replace anything... WRONG. We have a 4 year old couch that costs over $3000 in store and it started pilling badly. Well, because we didn't do the warranty claim at the first sign of pilling they will not honour the warranty. WHAT? Since there are multiple signs of pilling and ripping, they won't do anything. Absolutely absurd. Oh, and it took FOREVER to get someone out here, the guy would call but wouldn't leave a message and it comes from a random phone number so you have absolutely no idea they are even calling, then I got a lovely email from someone at the brick saying LAST WARNING, as if they were actually providing customer service and calling and leaving a message. I've been waiting on someone to call or email back regarding their ridiculous decision on our warranty and crickets. TERRIBLE customer service!

Products used:
Sectional couch

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Thumbnail of user denisf87
Canada
1 review
0 helpful votes
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February 24th, 2023

I was promised one day then i called and it was not there i called again a few days latter and was told it was in then i showed up and they could not find my order and told me it would be in next week

Tip for consumers:
spend more and go somewhere else

Products used:
none

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Value
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Thumbnail of user lyndab251
Canada
1 review
0 helpful votes
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March 24th, 2021

I ordered a sofa and chair from the Brick in Huntsville. Due to the pandemic, I placed the order online without actually seeing it and unfortunately when it arrived, it was too large to fit in my condo building. I called the Brick and Jeff Ahlstedt, owner of the Huntsville store, came through for me in a big way, replacing it with an upgraded set which was delivered to me a week after the first delivery. I love my new sofa and chair and so appreciative of the lengths to which Jeff went to make this happen for me! The Brick, Huntsville is truly outstanding!

Products used:
Leather sofa and matching chair

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Value
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Thumbnail of user angiec257
Canada
1 review
0 helpful votes
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August 24th, 2021

We have been looking for new king size mattress set for a while, decided to go to the Brick for the sale. We had been a number of places looking. Met a nice salesperson name Licia. She helped us make a good choice on a great mattress, and better yet helped me understand how great "cooling" pillows can be if you are a hot sleeper - and I learned something about how I sleep which has really helped with the cooling pillow I bought. Thanks to Licia and the sale Manager for helping me amalgamate my order and save on delivery too! We got the text for our order as promised, no delays, and better yet no pressure sales - just good service. Thanks Licia on Regent! Angie.

Products used:
bed/ furniture

Service
Value
Shipping
Thumbnail of user suea466
Canada
1 review
0 helpful votes
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January 10th, 2023

I went to the Whitby location at The Brick and was very pleased with my purchases. Mr. A. Shahzad, the salesman was extremely helpful and knowledgeable about my appliances. I have been to many different stores and was not happy about their warranties or prices. He was able to please us and for that we are very grateful. I recommend this location and Mr. Shahzad.

Products used:
Dishwasher, Electric Stove, Range Hood.

Service
Value
Quality
Thumbnail of user jennym739
Canada
1 review
0 helpful votes
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July 22nd, 2023

I want to compliment the guys who delivered my new washing machine from the Duncan Brick to Lake Cowichan. They were friendly, courteous, efficient and very strong. The whole procedure from removing my old machine to installing my new one went so smoothly. I enjoyed their quick visit.

Tip for consumers:
I also want to compliment Kendall at the Duncan Brick. She was friendly, conscientious, helpful and cheerful. Even though I did not get the washing machine I went in for because it was out of stock in all of BC (Kendall looked) I was able to find a replacement I liked. It was a pleasant experience.

Products used:
washing machine

Service
Value
Shipping
Quality
Thumbnail of user kristyb101
Canada
1 review
0 helpful votes
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December 6th, 2020

I have furnished and refurnished my home several times. I found a beautiful sectional at the Brick and purchased it there. It was over $4k for genuine leather. A pretty big investment! The sectional arrived with a broken beam inside the sofa and they refused to pick it up or drop off a replacement UNTIL I paid the difference for the marked up price, the delivery to return the broken item annnnd the delivery of the new replacement! To fix their faulty product, it would cost me another $1000. 00. Absolutely terrible policy and then to top it off, their stressed out staff hollered at the top of her lungs at me. It was so disturbing. I have never witnessed anything like it. Nor have I seen managers so incapable of being able to step outside of those stringent and narrow policy. Do NOT buy from this store.

Thumbnail of user cherylp444
Canada
1 review
0 helpful votes
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December 9th, 2020

First of all when applying online for a Desjardins/Brick card financing, the 24 hour time frame that they give you is more like 48 hours, 2nd they do not make you aware that to purchase furniture you should be applying in the store to get immediate approval. So needless to say you have just applied online for a card that you now have to wait for to purchase furniture because the sales associate won't have access to that at the Brick Store. If the Brick offered Fairstone which the other furniture stores do, the customer would be immediately given an account number as well as the approval time is literally 5 minutes. Worst finance company every. Beware!

Thumbnail of user marjans4
Canada
3 reviews
2 helpful votes
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November 26th, 2022

Don't buy anything from them, never buy warranty. When you want to buy something they try to convince you to buy warranty, when you want to use it, show you one hundred reasons that you can't use it, if it's not fraud, what is that? If it's not rubbery, what is that?
Poor quality, awful customer service,
Disgusting company, hate it

Service
Value
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Quality
Thumbnail of user garys2289
Canada
1 review
0 helpful votes
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August 6th, 2022

I bought a cooktop stove two weeks ago at the langford store. The salesman gave me the wrong information on the installation process. He took down my phone number wrong. After i waited a week for the install i contacted the brick to find out the installation company was given the wrong information. I waited another week and called them again. I was then informed I have to pay another 55.00. For the install. Waiting between 15 min to 45 min every time I phoned the install services (5 times). What a hassle i went through to buy and get a cooktop stove installed. Their only response was sorry for all the confusion.

Products used:
same products

Service
Value
Shipping
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Thumbnail of user lindal2115
Canada
1 review
0 helpful votes
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June 1st, 2021

I ordered furniture from brick and was completely satisfied from beginning to end. When my furniture piece and tv were delivered, during covid, the gentleman were excellent. Hence I suggested brick to a friend. She ordered a tv and stand also but unfortunately the delivery men barely put the articles inside the door, in boxes and everything. My friend is a senior living alone and she asked the fellows how she would install everything. Of course the answer was, not my problem. Now brick is charging her over $100 each item to come and take items out of box and plug in the tv. To be honest they should be ashamed.

Service
Value
Shipping
Thumbnail of user brendaw1078
Canada
1 review
0 helpful votes
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July 31st, 2021

Their website is horrible they didn't want to deliver my stove cus the sales person forgot to add in 15.00 to take my stove away on my invoice! And i couldnt do it online because their website sucks! Honestly for 15.00 that i could pay when they deliver?! Customer service wont do it for me. And i bought a fridge and a stove from them?! Are you kidding me? 15.00?! Wow!

Tip for consumers:
Do not buy from the brick

Service
Value
Shipping
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Quality
Thumbnail of user franko594
Canada
1 review
0 helpful votes
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June 9th, 2023

Had an online chat with Kerrie P June 9th 2023 and it took a few minutes to get the help I needed. Straight to the point and my concern was taken care of on the spot. I do want to say, I had the same experience on Jun 7th, but unfortunately, I can't remember who it was that helped me. Figured I would mention that experience as well.

Thumbnail of user souheilh1
Canada
1 review
0 helpful votes
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June 25th, 2023

My wife and I got a fridge yesterday with best options and price and Mr Peter was patient enough to the end till my wife choose what she wanted and Mr Ibrahim gave us the best discount possible. I do recommend it for everyone.

Thumbnail of user joang403
Canada
1 review
1 helpful vote
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October 27th, 2021

We bought a stackable washer and dryer from the Brick and purchased an extended warranty. The washer is 2 years old and needed servicing for a leak. We initiated a phone call on Sept 20,2021 and it was 6 weeks later when a service man arrived only to say he had the wrong part and we may have to wait another 2 weeks. OMG. 8 weeks to repairs and phone calls to the brick were useless and we were unable to get hold of the service business. Terrible service and unacceptable for that length of time to get fixed. We, our family, friends etc will never buy anything from the Brick. They get your money and don't care.

Service
Thumbnail of user zainabs23
Canada
1 review
0 helpful votes
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June 1st, 2021

I recently got a sofa and I'm very satisfied with their service this lockdown their online services very helpful. Especially their employees I was talking to one of them named Kan, he was very helpful and well behaviour.
Thank you for all your help Kan

Thumbnail of user eugenion1
Canada
1 review
3 helpful votes
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February 7th, 2021
Verified purchase

I purchased Stearns & Foster mattress
January 7th waiting on the third mattress transaction with employees are very poor let me tell you about the mattress, that I found out. If you purchased a Stearns & Foster mattress on the specifications of mattress what it comes with or made with it's not true. My experience purchasing a mattress even speaking to management sales rep they do not know what they're selling you. Because no one could give me a straight answer, so if you purchased or buying a Stearns & Foster mattress call The Brick or be worry or careful I will not recommend... i will not shop at The Brick again

Service
Value
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Thumbnail of user judiths631
Canada
1 review
3 helpful votes
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November 27th, 2020

Rude office staff, heaven forbid you interupt snack time or chat time... Clients shouldn't have to deal with the office... just the salesperson. Imagine standing in line with disgruntled clients and a hand written sign on the window in the office saying."No Salespeople beyond this point!". That should say a lot about this poorly run business

Thumbnail of user poonamk31
Canada
1 review
0 helpful votes
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January 13th, 2022

Hello, my name is Poonam, we bought two bedroom sets from West Edmonton mall Bricks. Awesome employees. All staff rocks especially Bibin who actually helped us choose our bedroom set and gave us awesome deal. Another manager name Akshay was helpful and very friendly too. Will come back again. Thank you.

Thumbnail of user macmonique
Canada
1 review
0 helpful votes
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April 13th, 2023

Worst experience ever. Will never shop at the brick again. Poor customer service, they don't answer their phones resulting in you having to make the drive in to actually talk to them in person and each person you talk to gives you a different story. Won't honour warranty on old sofa to purchase a new one and it was like pulling teeth trying to get them to price match on the new sofa purchased. Even then they couldn't agree on a refund price for the price difference and essentially called me, the customer a liar. Not even worth the one star I gave them.

Products used:
Purchased a sofa and tried to get warranty coverage from old sofa to cover portion of new sofa.

Service
Value
Shipping
Quality
Thumbnail of user td356
Canada
1 review
1 helpful vote
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May 18th, 2021

I purchased a bed which COLLAPSED despite the 700lb weight capacity. It took over a week for the Brick to book a time to come in and inspect the bed and then another two weeks for someone to pick it up for disposal/return. When it came to the reimbursement the Brick was unable to reimburse the delivery or installation so I lost $200 in the process. I understand if reimbursement of delivery/installation is against policy but there was no alternative compensation offered. What a disaster, it is lucky that no one was seriously hurt when the bed collapsed. This was my first and will be my LAST time dealing with the Brick.

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