The Brick

February 2021 I ordered appliances for a Brand New house in Ottawa and waited 5 months for a refrigerator and 7 months for a gas stove that I had to switch to a different brand that was scratched and not in a box. The customer service sucks, not even one day had I been informed ahead of time on not meeting the supply date (by the way the supply date was extended every 2wks) and only got to know when I called to follow up.
The stove replacement was delivered on July 25th, my Friend had to open the door for a very rude delivery guy. By the way I work out of town and I do not live in this house and noone has ever lived there and this is a brand new house less than a year old.
On Aug 5th my friend's husband went to give access to a contractor from the brick who was hooking up the fridge and gas stove and both the cotractor and my friend's husband noticed damages on the floor in front and on the side of the stove floor space. They took pictures and advised me and I then emailed the brick. One can tell that it was caused by the stove. The brick's answer after 4 days is that I should have reported in 24hrs. I paid hundreds of thousands of $$$ for this hoise and I find it taken advantage of by the brick. I WILL KEEP FIGHTING Until they fix my floors. Anyone who was frustrated by the Brick? Any advice?

We ordered our appliances months ago as we were at the time building a new house and got an appliance package through our builders for $5000. Abdullah assisted us with picking out appliances and confirmed they would be here on time for us on March 2nd on multiple occasions. Even 2 weeks up to our possession in an email he confirmed appliances would be delivered March 2nd. March 2nd roles around and we've heard nothing so I contact Abdullah. Abdullah then informs us he didn't realize our address (which he got months ago) was outside the city and the absolute earliest we would get them would be Friday... many times we called the brick to speak with the manager of the sales department Mark Maxwell and no return of call. I found his email online and sent him an email expressing our frustration where he confirmed he would call me to discuss the situation further however no phone call happened. I contacted customer service to express my frustrations and they inform half of our appliances aren't even ready till the end of March! Not once did anyone say anything about any sort of delays! No communication or accountability. Still no one was doing anything for us. So I contacted the builders, Ventura (who send them a ton of customers) and they had me write up a detailed summary of the events that took place and provide the emails where Abdullah confirmed the delivery date of March 2nd. It had to go all the way to the top by Ventura for anyone to listen to us or return our calls! So now they are supposedly delivering us our appliances with some loaners today... Abdullah has made this whole experiences just terrible, I wouldn't recommend using him for anything, he's incompetent and made 1000 excuses. Overall TERRIBLE experience with the Brick. We are cancelling our sectional and taking our business else where. We will never give the brick another cent of our money. Also how bad is this that customer service even said how terrible the Winnipeg branch is and that he doesn't like dealing with it. LOL WHAT A JOKE.

We have had a horrible experience with The Brick in Vaughan. Do not shop at The Brick they don't care.

I purchased a Madison Sofa Table from The Brick located in Sarnia, which have two identical vertical lines impressed into the wood where something heavy and possibly square was dropped on the face of one of the drawers. I took pictures the day after I picked it up and sent them to The Brick, Sarnia location.

A customer service person first told me that she compared the picture to the floor model and that they are the same and that the marks are natural wood imperfections. This was a lie because there was no floor model. The sales person at the time of purchase showed me the website model that matches the coffee table and end table that I purchased because they didn't have a floor model out on the floor.

Then an associate sent me a picture showing the website model and told me they were the same, which they are not because the website model does not have two vertical impressions that go against the grain of the wood. Funny thing is that when he responded to me, he didn't cut out the correspondence between him and the first customer service person and tried to recall the email when noticed that they sent their conversation to me. In that conversation, without looking at the picture, she told the second customer service person that she had already denied my claim. She was not willing to acknowledge the damage to the drawer.

When I am still not satisfied and pointed out that the website model and what was delivered to me are not the same and that my purchase has two vertical impressions in the wood, which the website model does not have, the first customer service person who lied to me about comparing my pictures to the non-existing floor model, told me that no two items are the same with natural wood imperfections.

Has anyone ever seen two identical natural wood imperfections that are located in the same place, same length, same depth impression and same width? Never. These marks were obviously made by something heavy and square landing on the face of the drawer.

Satisfaction Guarantee? Not in my experience. The Brick refuses to honor their replacement policy of damaged items. I'm not even asking for the whole unit to be replaced, just the one damaged drawer. There are three drawers in total. I understand that the furniture came from either China or Thailand and that things sometimes get damaged during the shipping, but to out-right deny the damage and say its a wood imperfection, lie and say they've compared it to a non-existing floor model is bad business in my view. Here are pictures of what I received, a close up of one of the damaged wood impressions and the website model. Does the drawer look damaged to you or would you call this "natural wood imperfections"? I have never seen two identical natural wood impressions in the same place.

Thank you Ravneet

Didn't know how to go about online orders using a gift card, but Ravneet assisted

Fast forward all the issues from purchasing 6 appliances from the Heartland location on January 2nd. Yes that's right January 2nd. We were supposed to receive our replacement fridge today. We cleared out the fridge and waited, they were 40 minutes late for their 3 hour window from 9-12, no apologies. I didn't remove the water line because the previous delivery gents who were extremely professional and polite did it for me, so I asked the the different delivery gents today and they said "I have no idea how to do that". He went back to his truck and then called someone, my wife then called me and advised the Brick dispatcher told her they would not remove the line. So that's how I found out as opposed to the delivery gent actually telling me this. So fine I removed line and told him, he and 2 other gents came back into my house and tried to shift the old fridge through the door unsuccessfully. They went back to their truck after about 15 minutes and then just left, that's right they just left without saying anything. We called the Brick customer service to find out what happened and were told the delivery guys said we wouldn't remove the water line so they left. Bloody incredible that they lied, how on earth can something like that happen. We tried calling the dispatch back and the cowards would not pick up the phone. We then called the Brick Customer service and they just kept reciting the same answer that the fridge was not ready to be removed based on the lies they heard from the deliver guys. I went over to the store location to explain what happened to the manger and they were no help at all. They actually said it's my word against the delivery guys, can you image talking like that to a customer who spent $6K on appliances. As I'm writing I still can't believe this has happened, you would have to live through this to believe it.

Roy was super. He had all the answers to out questions. He was very friendly and helpfull! Thanx again! We will be back.

The customer service rep by the name of Abdul Kahader was very kind and professional because of him my husband and I got a mattress he has good customer skills keep up the good work Mr Kahader

I have been dealing with the brick for a long time and the staff is great never had any problems every staff memeber is great there

They do not have a proper delivery system, they will just waste your time. Do not deliver in agreed timelines.

Thanks to Kerrie P and Jean-Marie who have been super supportive when I needed a freezer! Consistently solid service!

I bought a chair from the Brick, it came, the truck park at the top of our driveway, two men went inside the truck FOR OVER 20 minutes I walk out, they had this chair on its side and they are trying to fix this chair I caught these people RED HANDED giving me a used broken patch up chair THIS CHAIR IS FROM THE SHOWROOM A LITTLE BOY WAS PLAYING ON THIS CHAIR IN THE STORE THE BOY WAS POCKING HIS FINGER IN A HOLE BETWEEN HIS LEGS AND THIS CHAIR HAS THE SAME HOLE. THE FEET ARE ALL WORN THIS IS NOT A NEW CHAIR I AM BEING NICE THAT I CAUGHT THIS STORE RIPPING ME OFF PLEASE COME GET YOUR JUNK THANKS NEVER AGAIN DARRELL, VISA WILL HAVE THE FULL REPORT, this is a covid dirty chair OMG FROM THE BRICK IF YOU WANT A COVID DIRTY CHAIR ASK FOR JAWAD HE WILL HELP YOU AS HE HELPED ME... MAY 12 2021------ STAY AWAY(((((( WARNING)))))))RED HANDED CAUGHT IN THE TRUCK FIXING A NEW CHAIR (((((((((((((THIS IS A SHOWROOM COVID CHAIR WHO WOULD WANT THIS)))))))) THIS IS ONE STORE THAT GETS HUNDREDS OF COMPLAINTS EACH YEAR()()()(). DO YOU WANT TO SPEND A YEAR FIGHTING I LOST $768.25 I am disabled, so low this store called the brick just don't be fooled SURREY CENTRAL.

I visited the Brick about a week ago to purchase a mattress. The sales rep - Joanne - was very helpful, but I found out later not fully informed about what the Brick can and cannot do in regards to delivery (in town - Huntsville, Ontario). I was told by her that it was the last day of the sale, and that free delivery was available for any product 499 and over, which the new mattress was. I thought on it and decided to get the mattress. I went back to the store and asked for Joanne, the manager told me that she wasn't in that day and that someone else could help me. I said I'd come back as she had helped me, and that I would stay with her (she did all the work - why not). He was very rude.
I went back to the store to seek out the sales rep - Joanne. Told her that I was going to purchase the mattress (this is a good week since she told me the sale was over - lie), and started to talk particulars. No to free delivery - lie ($89.00), if I wanted the mattress comfort guarantee I had to buy their mattress cover, and that it had to be on the receipt in order to take advantage of the 30 day guarantee ($79.00) - lie. Also, they will take away your old mattress for a charge $25.00, but then I had to put a 120lb mattress in a bag myself while the delivery guy watches, I am 62 old, and cannot do this.
As far as I am concerned, The Brick is in it for the money only. It is not the first time. I tried to purchase a TV, and paid for it and then had to get a refund as the TV never in 3 months arrived. BUT they had my cash, and tried everything in the book to keep it.
Never again, the reps don't know their stuff and the manager really doesn't give a damn about a. His staff; b. His customers.

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.

Sunridge store Calgary-Ambo are awesome & friendly professional service advisor. Staff are very knowledgeable. Ravinder Singh

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.

The Brick in Sudbury was horrible customer service Asian girl that works there is useless can't even speak english and she smells bad

I had an outstanding salesperson, Liz Hatoski, at the Upper James Brick.\Extremely knowledgeable and a pleasure to do business with.

I went to the Brick store in Park Royal in Vancouver to order a new headboard & frame and a mattress.
First of all, the delivery guys came in the evening even though I was told to be home in the morning because of the delivery window. So I had to postpone all the plans and just sit and wait all day. Secondly, when the headboard and the frame finally arrived, they were missing bolts of the necessary size (they only provided 17 out of 29 bolts in the bag).

When I called the Brick's customer service in Park Royal, the lady on the phone told me that I can either wait for 2 weeks until they deliver the bolts to me or to go to a store and buy them myself and then I'd be reimbursed. I didn't want to wait so I went to the a few stores but none of them had the type of bolts that I needed.

I called her again and asked if I can come to the store and if they can give me the necessary bolts. This time she was very rude and literally yelled at me when I asked her to repeat what she said because I didn't hear. When I asked her not to raise her voice at me she calmed down a bit. The next day when I came to the store, the salesperson who sold the bed to me said that she wasn't supposed to tell me to wait for 2 weeks or go buy something myself. Looks like they were all saying different things.
Then I saw her in person and showed her the exact bolt and the exact quantity that I needed. A warehouse guy came to pick it up and check the availability. They brought me a bag with bolts and said they only had 8 out of 12 that I needed. The salesperson then went to get more bolts from the demo bed that I got. When I got home and opened the bag that they gave me, the bolts were of a wrong size... Needed to check it right in the store but didn't think they'd mess this up.

I called the salesperson again and he said he'll send someone to bring me the right bolts. They finally did but they brought the wrong number again, 2 bolts were still missing. I was still able to assemble the bed by replacing some bolts with the ones that I already had. Thankfully, it worked. By then, it's already been almost one week since I was sleeping on a mattress on the floor, since I got rid of the old frame, thinking that I'd quickly assemble a new one. This whole experience has been very frustrating and disappointing, considering that the Brick isn't a cheap store and I was expecting a way better service. At the time of the mattress purchase I was thinking of buying a new sofa from them too but glad that I haven't! After this experience I don't want to deal with the Brick ever again. Very unprofessional.

I have the worst customer service experience with Bricks where I have broken SOFA in my family room since May 2020 (today July 7,2021). It's been 14 months since I opened the 1st service ticket with Bricks service department of New market in May 2020. A rep visited my place after 3 weeks and assured me the repair will be done in 2 months. I followed up in Aug 2020 & they said due to the pandemic, the parts are delayed. So I should expect the Fix in Sep 2020.

I again started following up in Sep end and their operations manager (I think) apologized and assured me that part will come in Oct 2020 for sure.

I again started following up in Nov 2020 and the gentleman in the new market service department said the repair was already done. It was an extremely frustrating moment as I had already spent six months with broken SOFA. I visited several times and calls but their service department in NEW MARKET was always poor in response. They NEVER NEVER respond and work for customers. I asked them on what ground my ticket was closed in Nov when until Oct 2020 they said part is on it's way.

I even sent the pictures to prove to them that It's still not fixed, so how come they closed the ticket in their system?

I realised after 2 months of struggle that they were not interested in helping their customer, hence I opened another ticket (*******) from the website in Jan 2021. Again their contractor visited my house to take the same pictures. And this time i was given the tentative time for May 2021.

I started following up in May & they moved the service date in June. I followed up on June 1st week and they said it should be done in June last week.

Now today is July 7,2021 and no1 from the bricks service department is concerned. They have not acknowledged my emails. I called the Newmarket service department and the gentleman told me that his Ops manager is on vacation & he doesn't know how to respond.

He insulted me by offering $300 and closing the service request.

I still have no IDEA if there is any ACCOUNTABILITY within bricks who can address their customer. I feel like I wasted $400 by purchasing service from Bricks.

I request ALL BRICKS customers to NEVER PURCHASE THEIR WARRANTY SERVICE & never respond to their customers.

Bought an LG Fridge.
It quit on New Years Day.
STILL WAITING FOR PARTS AND SERVICE.
DISGUSTING SERVICE

Best customer service! Brick White Rock I had a great experience with Fatema & Harmin, 100% recommend this place!

My husband and myself bought a drake sectional from Brick in North Regina sask in October, The sales lady was great helping us get the best price for our purchase. Customer service ends there.
We were told that we would get our couch middle of November and then were told it wouldn't be here till beginning of December. I was called dec 5 saying that our couch would be at the store Tuesday dec 8 and they would like to deliver the same day. However were then told that the delivery procedure changed due to covid I get things change with covid but if they are not providing the same service that we were told when we purchased and also paid for delivery. We shouldn't have to pay full amount when the full service promised Is not provided. So we decided to pick it up and I called the store on Monday dec 7 to tell them that we were picking up and at that time she reassured me that our couch would be here Tuesday and could pick up anytime. Also received confirmation email and text. By this time we donated our furniture so didn't have a couch. We made plans to pick up Tuesday at 4 pm and I was called at 3:15 to say that it wouldn't be here till Friday. Needless to say I was not happy I asked to talk to manager finally at 6:30 a manager called back and gave me the excuse that it was mis communication with the rep that was talking to us and that it would be at distribution Center in Calgary and be in Regina Friday. Nothing we can do but have to wait for this just hoping that it finally shows up on Friday.
I asked the manager what she could do for our unconvience and she said I will put on your file that you have priority pricing in the future I said that's pointless cause I am not purchasing anything from them again. Even if manager would have offered free delivery after all this I might not be so mad. All she kept talking about was the priority pricing which means to get anything from this inconvenience I have to go back and shop there. I was so happy when we finally purchased the couch but has been a disappointment and headache ever since.