The Brick

I would like to share my extremely disappointing and long experience with The Brick in the dealings with the online customer service support and in store team. Location Kirkland Quebec H9J 2M5.
The points below summarize the most aggravating issues (not all)
1) Delivering a defected bed, not once but twice, as the replacement bed came with the same defects. (reported the day of the delivery)
2) Lack of follow ups. Every time we would reach out to customer service they would promise a response within 2 days, and NEVER we received a follow up.
3) The solutions to the defective bed were unreal, such as ordering the new parts without providing an estimated time of arrival. Without the parts, there was no way to make the bed functional.
4) We agreed on the "most" and realistically only reasonable solution which was a store credit for 70% of the value. For which we ended purchasing something we didn't really need and had to on top pay delivery charges for this.

In retrospect our only mistake was to purchase a bed at The Brick. They have shown they can't deliver quality or service. This has been a nightmare experience.

I have copies of all the online chats as proof. In store we dealt with customer service manager and supervisor who were both incompetent to resolve the issue. Store manager did not bother to reply to our call or email.

Absolutely furious with after care service; we had to split our deliveries as some of our items would not be available. We purchased, a washer & dryer, a dishwasher, a sofa and a loveseat, as well as a mattress and box spring. We were told, by the salesman, our washer and dryer would be installed and that we had to buy the hoses/dryer venting tube from The Brick. You know...in case of damage. Well, the washer and dryer arrived and we are told by the delivery men that they do not install the appliances, the driver was good enough to call the manager who confirmed that delivery does not install. Totally get that. Fine. We overpaid for hoses and a dryer hose vent but we'll let that go. Now to the mattress and box spring; we are sleeping on the floor, on an old mattress because our mattress and box spring would need to be delivered on Sept. 25th. Today is the 25th - no communication from The Brick. Nothing. Even though, we had arranged the delivery at time of purchase for the 25th. I call, only to be told we won't have our bed until October. This is totally unacceptable and I will never recommend The Brick to anyone. Shoddy after care, lack of communication and absolutely "customer service." Had we known that we wouldn't have our bed as promised, by The Brick, we would have gone elsewhere.