The Brick’s earns a 2.3-star rating from 1343 reviews, showing that the majority of furniture shoppers are somewhat dissatisfied with their purchases.
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Roaches in a bed I purchased
My husband and I bought few thing from the brick Niagara Falls one of the items was a bed when opening the package two roaches Crowley out of the boxes now I’m wondering if there were more roache in other boxes that I missed I contacted the brick Niagara Falls to let them know 3 days ago and no one has reached out wich shows the don’t care about the issue...
Read full review of The BrickSofa Bed
About two months ago, I bought bed sofa from your company, and after the purchase, I noticed that there was a nail under the furniture, which caused the fabric to tear when the bed was opened. Two months still no action has been taken. Considering that this defect is due to the structure of the furniture itself and the place of tear is exactly in the middle of the bed and if it is repaired it will not look good, I would like to change the furniture as soon as possible. The first time, the technician wrote that we should wait for a new part, but after 3 weeks, they said that the new part will not arrive, and the technician came again and said that he can only remove the nail. Please agree with the complete replacement of the sofa part.
Dishwasher, washer and dryer
I decided to purchase all appliances from the brick when brick said they will price match the competitors price. Since it was same price, I decided to go with thebrick store as I thought they have a better customer service and good reputation. I certainly repent that. Here is my ordeal 1> I was promised washer, dryer installation with the purchase ...
Read full review of The BrickYour delivery truck knocked down and broke my mailbox
I bought a mattress from the Richmond Hill, Ontario L4B 4M6 store on Dec 23, 2023 and the item was delivered to me on Dec 25 around 11am. When your delivery team tried to backup the truck on the driveway, they knocked down my metal mailbox and damaged it. Now the mailbox is fallen off from its base. (video clips attached). I want to know how Brick is going to fix it for me!
The inovice number is 1123347TARM
Desired outcome: All I want is someone to fix it. if not, get a replacement for me.
After few emails chasing them, the brick finally called me after more than 2 weeks since I filed the complaint. Someone called me to ask me to submit two quotes for the replacement, which was already a week ago. Nothing happens still and no update and don't even know whether they have recevied the quotes. Really unprofessioal. they are quick to sell you stuff but really not care about the after sales service. The frontline staff is good and nice and helpful, but not the support teams so far
Replied
Doesnt honour online prices - galanz 16 cu. Ft. French-door refrigerator - glr16fs2m08
Will never shop at the Brick! I need a fridge, I dont have a lot of money so I went online and ordered the items from lowest to highest. I found a fridge listed for . It was just my luck I happened on the listing. I added it to the cart scheduled preferred delivery date and completed the transaction. A few days later I get a call from the manager that they...
Replied
Promised delivery
We purchased two chairs and a loveseat Sept. 25, 2023 from The Brick in Kanata, Ontario. Salesman said chairs were in stock and were delivered that week. He said the loveseat was not available for delivery till mid November 2023. We said that was fine. November 13th I called them only to find out our loveseat has shipped but not expected till December 21st...
Read full review of The BrickSofa warranty not being honoured
I purchased the Randall 3-piece sofa a few years ago, and within a year, one of the seams started coming apart. I contacted The Brick and after several months wait, somebody came to my home and evaluated the sofa. Then I heard from The Brick telling me I could order a replacement sofa since I had originally purchased the 5 year warranty. That was in January...
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Replied
Purchase of Power Reclining chair
To The Brick Compalints Dept., We purchased 2 power lift recliners from the Brick on Nov.22,2022. My wife's recliner has had no issues with hers. Mind on the other hand has had a power switch replaced, wood in left arm and side has been replaced, the springs underneath have broken twice. I also mentioned to the manager of the store. How many times do they...
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Replied
Extended warranty / protection
I bought this sofa on October 14, 2021. The salesperson Vineet forcefully made me buy the extended warranty even though I did not want to buy it. He saw my infant kids and kept shoving the warranty down my throat. His reasoning was I have toddlers and a baby an this would protect me in case of stains due to drawing / paintning / colouring on the sofa. I ended up paying $569.99 + tax for the warranty that I did not want. So fast forward, there are painit stains on the sofa due to my kids. I file a warranty / protection claim. Guess what happens? The Brick denies my claim stating willful abuse, neglect /misuse. So basically, the Brick is refusing my claim for the exact reason they sold me the extended warranty would protect me from. I feel robbed/ taken advantage of. You should not be shoving down the warranty on customers when you don't have any intention to honor it. I need someone to help me resolve this issue.
Claimed loss: $5,221.72
Desired outcome: They honour the warranty / extended protection plan. They fix the issue / replace the sofa.
This complaint has been resolved automatically due to user's inactivity.
the delivery of the fridge i paid for.
I bought and paid for a fridge back in sept. 11th. I was supposed to receive the fridge by sept. 30th. I\ve received phone calls to see if i'd be home for the delivery, no delivery was ever made. I've had to cancel 3- doctors appointments so far just to waite for the fridge. I received a phone call saturday oct-28th that i couldn't understand but they also e-mailed me saying that the fridge was in missasaga ontario and that i'd have to hire gardwine to pick it up at my expence. When i was billed for the fridge i paid 149.95 plus pst and gst for delivery. All delivery charges are paid for. I told them for the 3rd. Time to just refund me the money i paid out and keep the fridge. Now tomorrow i've got a doctors appointment that i can't miss regardless what the outcome is. The brick has delivered other items to my house before i don't know why i'm getting such a runaround this time. Just give me my money back and i'll never do buisness with the brick again. Hugh
Desired outcome: I WANT MY MONEY BACK SO THAT I CAN GO TO A RELIABLE STORE AND BUY A FRIDGE THAT WILL BE DELIVERED WITHOUT A PILE OF [censored]
Samsung cooktop Model NZ30K6330RG
We purchased 5 new kitchen appliances late December 2001 delivery. Aprox. cost $9,000.00 including extended Warrenty. Our electric cook top knobs to turn the stove on and off started slipping in June this year. We now have 4 broken knobs and at this point we can only use one burner. All of the knobs have cracked and split inside, all being plastic. We went...
Read full review of The BrickWarranty
We purchased a ton of stuff for our new house in 2018. Got the 5 year extended warranty, it’s been 5 years so when I called in april I was told we had a certain amount we had to spend by october 31. So we went in last friday october 20, and used the credit towards a new kitchen table … I paid the difference of $14.52. They are now trying to tell me that we...
Read full review of The BrickBrand new washer
I purchased a brand new washing machine Oct 5,2023. Washer was delivered with a painful 2 days of rescheduling and loss of 2 days of work. No explanation and no accountability. Once the washer was delivered The first cycle was ran. The dryer was stacked on top and was thrown off after the washer shook violently. The dryers wires were ripped out of the...
Read full review of The BrickWarranty credit not given
I made a purchase for a couch with the Brick in 2021 as well as paying an addtional cost for their warranty. In August 2022 I had submitted a claim as per their policy which the warranty suggests it would cover normal stains on the couch to clean. After submitting the claim they refused to come clean it - After not being satisfied and having to then pay for...
Read full review of The BrickYesterday washer installation for my house flooded
Yesterday at 1.30 pm I got my new washer and dryer installed, (Samsung compact set). I turned on the washer stayed around for 30 minutes then I went outside when I came back I. The house was flooded. I started drying the floor as quick as possible water with towels and blankets. The fire and smoke detector in my basement/storage was on so I vent down and...
Read full review of The Bricktv stand
I ordered a white TV stand from the brick store 11860 Sarcee trail only for a wrong Color to be delivered twice. I remember buying the TV stand and the lady Shelley told us that it will be assembled when delivered but it wasn’t. I called the bricks to complain but we were told that we had to pay for their installation or look for someone to do the...
Read full review of The BrickPoor quality sterling couch and chair
On Aug 5,2023 we purchased a grey Sterling power sofa & chair plus the full 5 yr warranty It was delivered to our home in Carstairs on Aug 7,2023. Within a couple days we noticed the left side section of the couch was starting to separate. The right side there was a gap of less than 1/2" where the left side was 2". We took videos of the couch and returned...
Read full review of The BrickSectional sofa
place to buy furniture! We purchased a sectional sofa last year from The Brick on St. James for several thousand dollars. Made in Canada and seemed super comfortable and well built, this was finally the couch we had been looking for! One year later we now realize how badly ripped off we were! We cannot even sit on the large section anymore as the spring...
Read full review of The BrickReturns and refunds
Order placed September for delivery on October 4th. It was explicitly stated that we would be out of the country until the third and expected the delivery on the 4th at any time. On the third, we received a phone call saying they could not deliver the product because we didn't call to confirm two days beforehand. The earliest they could deliver would be the 6th. On the 6the they delivered a broke product and when we called to return or exchange it they told us to wait 3 more days for them to pick it up and further for them to replace it. When we told them that was unacceptable, they hung up on us. Twice. Finally we requested a full refund for the still sealed bed and bed frame(with one box opened but nothing removed) for the horrible service we received, the broken product we received, and the rude words from the store manager.
They then refused to refund us in full.
Desired outcome: A full refund, and for them to pick up their products from our residence. An apology would be nice as well, as we have been sleeping on the floor for a week now.
Furniture - Mattress
We purchased furniture- sofa and mattress from the Brick on the 29th of September. We called to complain about the mattress on 5th of October to return the mattress. They told us that we cannot return anything we already purchased. We were told we must wait till after 21days to be able to exchange. We cannot wait for 21 days because the mattress is not...
Read full review of The BrickThe Brick Reviews 0
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3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with The Brick. Make it specific and clear, such as "Defective Sofa Delivered by The Brick" or "Poor Customer Service at The Brick Store."
4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions you had with The Brick, the nature of the issue, and any steps you took to resolve it, including interactions with the company's customer service. Describe how the issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.
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6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, clearly state what resolution you are seeking from The Brick, whether it's a refund, exchange, repair, or an apology.
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Overview of The Brick complaint handling
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The Brick Contacts
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The Brick phone numbers+1 (780) 930-6000+1 (780) 930-6000Click up if you have successfully reached The Brick by calling +1 (780) 930-6000 phone number 0 0 users reported that they have successfully reached The Brick by calling +1 (780) 930-6000 phone number Click down if you have unsuccessfully reached The Brick by calling +1 (780) 930-6000 phone number 0 0 users reported that they have UNsuccessfully reached The Brick by calling +1 (780) 930-6000 phone numberCorporate Office
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The Brick emailssocial@thebrick.com100%Confidence score: 100%Supportcustomerexperience@thebrick.com100%Confidence score: 100%Supportsupport@thebrickcustomerexperience.zendesk.com100%Confidence score: 100%Support
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The Brick address16930-114 Avenue, Edmonton, British Columbia, T5M3S2, Canada
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The Brick social media
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Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreNov 19, 2024
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