The Brick

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.

Purchased furniture in Feb 2021 from Alicia at the brick in Brantford ontario. She was very helpful and knowledgeable, we were told the delivery would be in about 3- 4 weeks and that we would get a call the night before to confirm the delivery time frame. We were called on Mar, 23 and told that our furniture would arrive between 9am - 12 on Mar. 24, also received an email with the same information. On Mar 24 at approx, 10am, we received a call from the driver stating what he was on his way to drop off, it was the wrong items, we no sooner hung up from him when we received a call from a lady at the brick telling us that there was computer problems and that our delivery was not coming until between 3 and 4 in the afternoon that day, We explained that the time frame was no good as we had already made plans with our grandkids for the afternoon, that they can deliver it the next morning, she was very rude and told us that they only deliver to our area 1 per week, and that I had 3 choices, either take delivery after 3pm, wait until the following week, or cancel the order. I told her to deliver after 3, but was upset and called to talk to Alicia at the store, I had her cell number and called her, she was on her way to work. I explained my problem and she asked me to give her a chance to investigate and she would get back to me. Approx a half hour later she called and said that she had arranged a delivery for the next morning if that was good, and we say great thank you. The furniture arrived the next morning as promised, because of Alicias dedication to keeping her customers happy, I will definitely recommend her to all of our family and friends in the future that are interested in purchasing any furniture, thank you again Alicia

Terrible quality, terrible customer Service Experience! A warranty that is useless, keep away!

I have been a Customer of the Brick for almost 2 years now. I have had nothing but the most wonderful, experienced Ladies, help me with my purchases.
They know my budget. They know these are " Big Purchases, " for me and Emily, who I first met when I went into The Brick, when they were just opening at Charlottetown Mall.
I had no INTENTION of buying ANYTHING.
I went into look.
I found immediately, a Couch and Loveseat that had EVERYTHING I ALWAYS wanted.
I talked to Emily, the Amazingly Wonderful Sales Consultant and told her what I could afford.
SHE MADE IT HAPPEN.
She did not in anyway try to " up sell " me or talk me into more purchases.
Actually, I look at her now, as a Friend.
I recently went back, because I ALWAYS wanted a " Recliner. "
She found me the most PERFECT ONE, matching my other Furniture I had purchased, PERFECTLY.
You would think it was a " Set."
I ALWAYS found a Beautiful piece of Art, a Bookcase, and the same Lamp, that I love, from my previous purchase. I love it that much, I bought the same one, but for another room.
Again I told her what I could handle each month, AND AGAIN, MADE IT ALL WORK.
THANK YOU, EMILY. I CAME OUT WITH A TRUSTED FRIEND, AS WELL.
Than, Emily was on Vacation and I needed some quotes on MATTRESSES and got another FABULOUS Woman, Clarice.
She went up and beyond to help me with this situation and I am FOREVER grateful.
These Ladies know their stuff. They are willing to work with you to make your purchases, AFFORDABLE AND POSSIBLE.
I RECOMMEND THEM TO EVERYONE.
I HAVE HAD NOTHING BUT AN AMAZING EXPERIENCE WITH THE BRICK AND ALL DUE TO THESE TWO LADIES.
PLEASE GO SEE THEM, TO MAKE YOUR DREAM FURNITURE A REALITY.
THEY CAN DO IT, AND YOU ARE NOT PRESSURED ONE BIT.
THEY LOOK OUT FOR THEIR CUSTOMERS AND KEEP THEM WITHIN YOUR BUDGET.
AND, AGAIN I LEFT WITH TWO LIFELONG FRIENDS.
SINCERELY, LYNN MACNEILL

Aujourd'hui, la compagnie Bricks nous avait livré un nouveau frigo. Tout est correct, sauf que les livreurs sont partis sans ramener le vieux frigo avec eux.
À notre question, l'un d'eux a répondu qu'ils ne peuvent pas le prendre parce qu'il y a de l'eau sous celui-ci qui risque de mouiller d'autres appareils de son truck.
Or, quand nous appelons plus tard le service à la clientèle de Bricks, le représentant nous dit " parce qu'on ne coche pas dans le cas de ramasser l'ancien frigo, alors le livreur ne peut pas le faire. ".
Ainsi, à la lumière de deux versions différentes, l'une du livreur et l'autre de la préposée du service à la clientèle, nous apprécierions que la direction de Bricks trouve au plus vite une bonne solution pour ramasser mon ancien frigo, sans aucun frais supplémentaire, afin que je reste toujours votre fière et fidèle cliente.
Mes remerciements anticipés.

Les vendeur no 1,,mais service après vente,,,grosse merde,,,le paiement se prend rapidement mais la livraison se fait tjrs attendre après 2 mois de $#*!,,,je crois avoir toute entendue les défaite possible,,, repousser a toute les semaine Brick est passé maître dans l'art de faire perdre le temps au client,,dernière achat chez vous

Lauryn was the most professional a diligent home decorator i have experienced in 46 years.Go see her, the brick united blvd

Suite à la réponse que vous m'avez donné. Je suis extrêmement fâché et déçu que ça fait 5 fois qu'on aie pas reçu notre commode acheté chez Brick à Laval.Et jamais plus je ne retournerai à votre magasin. Aucun dedommagement face à cette situation. Mais de notre côté on paye notre achat.Je vais écrire à J. E. enquete pour dénoncer cette situation.

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

Service désagréable, il n'ont pas assemblé le divan comme ils auraient du, ils ont faillis accroché le ventilateur du plafond, et ils ont déposé les divan dans l'entrée en bloquant l'accès au salon. Pire service à vie.

Ne faites pas vos hypocrite en répondant super poliment à mon commentaire sur Google Maps quand je vous ai appelé et j'ai tenté de régler la situation pour avoir une meilleure chaise parce que celle que vous vendiez était vraiment horrible et ne correspondait pas du tout à la description ça vas-tu Internet il n'y avait aucune façon pour moi de l'avoir et surtout quand je l'ai acheté votre vendeur disait qu'elle avait de très bons review mais quand tu prends deux secondes de ton temps pour aller voir les review,
Tu peux constater que tous les personnes qui l'ont acheté sont extrêmement déçu et là compare à s'asseoir sur une roche.
Vous avez refusé de me l'échanger, même contre le meilleur, sachant également qu'elle était dangereuse, vous aillant mentionné qu'il n'y avait aucun coussin fessier, le dossier n'est pas stable, les pièces ne sont pas de qualité,
Il y a beaucoup d'erreurs j'ai tout mentionné ceci à plusieurs agents et à chaque fois on me répondait que ce n'était pas votre problème malgré tous les review sur votre site Internet de continuer de vendre la chaise en disant que c'est une chaise de qualité avec un gros rembourrage de coussins idéal pour les Gamer ce qui est totalement faux on a qu'à s'asseoir cinq minutes pour avoir mal aux fesses et se rendre compte que la seule chose qui peut vous arrivez en vous assoyant sur cette chaise c'est un mal de coup, de dos ou de fesses!.

Une vraie bande hypocrite et après ça vous venez commenter mon commentaire Google en faisant comme si vous vous soucier de moi s'il vous plaît désolé nous voulons simplement vous aider vous êtes une bande de menteurs hypocrites manipulateur j'espère que vous allez faire faillite d'ici les prochaines années et que votre émission va passer à la facture.