The Brick
Reviews and Complaints

Cannot tell you how much I am disappointed and upset right now.
Bought my bedroom set 3 weeks ago, wanted everything to be ready before the Christmas. Got delivered on time, but half wrong, half broken and missing assemble instruction. After the store figured out that the sales person on the paper had the right order, but we were billed for something else. My husband and I had to sleep on the floor for 3 weeks and had our clothes on the floor due to removing the old firnuture to make sure we can fit the new one. For a good 15 days I had to sleep on the floor almost on top of the boxes with the wrong furniture!
3 weeks later the delivered the replacement as promised. Delivery guys were unprofessional and rude to my husband, didnt even bother to take of their muddy shoes before coming to my house- BEDROOM! AND GUESS WHAT? We r still missing night stands and NO ASSEMBE INSTRUCTION for the bed! Tell me one reason not to be upset?!
This is a very bad experience and I'm not going to be this nice if you are not fixing this issue ASAP!

Hi Guys,
I am a regular Brick customer, must have bought more than 25K worth of goods in last 7-8 yrs and always bought 5 year warranty on everything I purchased.

Bought three sofas along with other furniture in 2015 with 5 year warranty. Out of these 3 sofas- springs of two of sofas are gone. I went to Brick and complained about it in Dec, 19 (Event ID 4947808 ), a brick person visited at home and clearly mentioned that springs are definitely gone and needs repair, he also said we will get back to you in 4-5 days. When I received no response next 20 days, I visited Brick and tried to find out next steps. First of all, they were very arrogant in responding to my queries, secondly they said its not possible because its 4.5 yrs passed. No-one including manager on duty was able to respond to me why people buy 5 year warranty. This is the second time in my last 7-8, I went to Brick on warranty issues. I don't know " 5 Year Warranty" is an scam or its really worth buying, also don't you think customer care should be taught how to behave with customers ?
Can someone help me?

Thanks
Kamal

Hello, i am writing this in frustration that i was promised that i could pick up my king size mattress from the Milton branch on Maple Avenue, ON on the 31st Dec. I had booked a truck for the same. From the past 3 days before 31st i was calling the store delivery person to ensure all is right... all was ok until 3pm of 31st Dec., when i called the pickup / delivery number for the 5th time, they said that the box springs have been shipped to the store from the warehouse BUT not the mattress. I was really annoyed with the response. I asked fof clarification as to why this happened and no clarification was provided to me rather they said it is all under the control of the delivery shipment from our warehouse in Mississauga. I would want someone from brick to get in touch with me and clarify why they couldn't deliver as promised before new year. My sales order invoice number is 122695BHEHG. Now they hv promised me that i can pick it up on Sat 4th jan. Pathetic!

Hello,
I am not very pleased with the brick at all! Already to begin with when they delivered my table set, it was damaged, so I had to wait 3 months with a damaged table until they received the new one. (Which I also had to call constantly to get my table or the order would of never went through and I'd still be waiting)! We finally negotiated they would just change the top piece of the table not the legs. I receive the table the men bringing in the table refused to take off there shoes when it was raining and muddy outside, I had to wash the whole house! The men were rude, they didn't leave me the two new pieces that go with this new table top, I was so frustrated I didn't think the two pieces I had wouldn't fit inside, now it's New Year's Eve, I have family coming over tomorrow, and I can't extend my table to fit everyone! I am not happy at all with the service of the brick! It was not cheap the items I bought and I am still very upset about this! I suggest someone contact me right away and fix this! [protected] natalia
The picture I sent you, the holes to not align due to two pieces of wood put on the wrong sides!

Hello,

Receipt/Order Number: 090394ZXZDH
Location: Milton, ON, Canada

I, Irfan Khan (cUSTOMER cODE: KHAN21052) and my wife Joham Khan (Customer Code: KAZMS33551) had purchased two set of king size mattresses - one for us and one for our elderly parents.

The mattress we purchased for us is great and we have no complaints.

The mattress we purchased for our parents (DKESHRKP / DUKESHIRE TT KG SET) has been a huge disappointment! We had specifically requested the staff for the hardest mattress due to our parents' back problems. My parents even tried it in the store and found it pretty sturdy. However, since it came - it seemed softer than what we had tried on in the store. We still gave it a chance to see if it adjusts, however, since one week one specific portion where back rests on one side is sagging down and now is causing severe back to my elderly mother.

We want immediate assistance in this matter so we can get this mattress replaced for something more appropriate.

Thanks.

Irfan Khan

c:[protected]

update from original complaint following no response from the brick.
Ongoing complaint. The Brick.
To recap, Missing part request

1.Tuesday 26th November 2019 attended store with manual to confirm part required to prove identity of it, no knowledge in parts. Guaranteed 10 days delivery was not completed. 12th November ordered parts.
2.Tuesday 3rd December attended the store. This followed attending the previous week, with my fireplace manual, where I was informed that the original order of a missing part was cancelled, due to wrong part being ordered. This should not have been the case, as details of parts given. The original eta of delivery was to be was 10 days, prior to 26th November. I was told that both part orders had been cancelled. the part was ordered again. Eta was 2-3 days to be delivered to store.
3.Tuesday 5th December, called from Brick stating parts don't exist, could I confirm of bring manual again.
4. 5th December attended store with manual, copy taken of relevant part and picture. Told 2-3 days delivery to store.
5. 14th December, clearly after 2-3 days for delivery, at 7pm I am called stating no part available, the brick will exchange for a new model. Have the old parts ready to be collected? I WAS told that the manager would need to be spoken to, and I would receive a call on Tuesday the 17th December.
6. 17TH December, no call was received as promised.
7. 18th December. no call was received as promised.
8. 19th December, no call was received as promised.
9. 20th December, no call was received as promised.
10.
I have a part-built unit taking up space in a small condo, I have incurred expense travelling back and forward to get this dealt with. I expected not only a fast response in relation to getting this part, but compensation for all my travel and inconvenience.
I am also not going to waste my money on the additional furnishings I need for my condo.
I expect the complaint to be forward to the complaints department at the brick.

Robert steel
classic flame fireplace
26mms9872
part missing is "L"

My name is Gurjot Saini, I supposed to get the delivery if all the above as today because when I was in store I was told that it will be 19th Dec as not all stuff is in stock .
Today now 19th the delivery day I didn't receive any call or delivery and called to find out as why I was not delivered as committed date and found that stock is not available.
I made arrangements for today, opened my old bed and cancel some other appointments because of the delivery today which never happened.
When I call customer service I was told that stock is still not available till 26th Dec, 2019.
Why I was not told about this and what if today was delivery and I was not home then the Brick will say that I didn't inform. Who's responsible and why these things are not told to customer Ahead.
Put yourself into my shoes and tell me that it this is right instead of just SORRY.
I should have informed that delivery is not today but later at least 24 hrs before .

Ongoing complaint. The Brick.
To recap, Missing part request

1.Tuesday 26th November 2019 attended store with manual to confirm part required to prove identity of it, no knowledge in parts. Guaranteed 10 days delivery was not completed. 12th November ordered parts.
2.Tuesday 3rd December attended the store. This followed attending the previous week, with my fireplace manual, where I was informed that the original order of a missing part was cancelled, due to wrong part being ordered. This should not have been the case, as details of parts given. The original eta of delivery was to be was 10 days, prior to 26th November. I was told that both part orders had been cancelled. the part was ordered again. Eta was 2-3 days to be delivered to store.
3.Tuesday 5th December, called from Brick stating parts don't exist, could I confirm of bring manual again.
4. 5th December attended store with manual, copy taken of relevant part and picture. Told 2-3 days delivery to store.
5. 14th December, clearly after 2-3 days for delivery, at 7pm I am called stating no part available, the brick will exchange for a new model. Have the old parts ready to be collected? I WAS told that the manager would need to be spoken to, and I would receive a call on Tuesday the 17th December.
6. 17TH December, no call was received as promised.
I have a part-built unit taking up space in a small condo, I have incurred expense travelling back and forward to get this dealt with. I expected not only a fast response in relation to getting this part, but compensation for all my travel and inconvenience.
I am also not going to waste my money on the additional furnishings I need for my condo.
I expect the complaint to be forward to the complaints department at the brick.

Robert steel
classic flame fireplace
26mms9872
part missing is "L"

I bought fridge, combination oven, dish washer, gas stove, range hood, washer and dryer. I put deposit on all these appliance a year ago and on novemeber 22, 2019 I made full payment asking them to deliver my all appliances on december 4th. I received four appliances out of seven, I am still missing stove and washer dryer. I called customer service and they hung up on me saying it would be delivered after christmas what am I supposed to do untill then.

Bought a king size mattress from the brick. Was told the warranty would be easy if I had any problems. Recently noticed my mattress was warped in the middle. Contacted warranty and did the whole process only for them to deny my claim. They never even sent anyone to look at it. You can't really see much in pictures. I would tell everyone not to ever buy your mattress from the brick as they lie about everything. Worst ever service. And when you are purchasing such an expensive piece of furniture you shouldnt have to have any problems with exchange at least .

To
the Manager "The Brick "
Newton Surrey,

My Dear Manager,
I am an old and loyal customer of The Bricks which can be seen from my purchase history as most of the items I bought were from your store. I was satisfied with the performance of your items until the last one on 22nd November 2019 when I purchased several items including a Tulsa King bed( Item code TULSGKBD, Vender code 069C) vide Invoice # @ 11229BSCXUA dated 22nd November 2019.
The bed has following issues:-
1. The joint in middle of the side Arms is not strong enough to last as in just one day the arm is sagging.
2. The wooden support under the mattress is too inferior and is giving up ( wooden strips gets out of plastic holders on mounting the bed)
3. Bed is over size (3.5"on sides /2 inch on end) and mattress has big spaces on sides and end which makes it look very bed as wooded strips are visible after tucking in the sheets.
I am sending you the pictures of
invoice and bed.
I visited the store on 23 rd November 2019 and reported the matter in person and was told to send an email.
I have sent several emails and visited the store too but not even a technician has been sent.
Kindly do the needful to overcome the issue at priority.

Sincerely,
Khalid Mateen Khan
12337, 72A Avenue Surrey
V3w9j6
Tel: [protected]

Ordered a "Special Order" fridge due to the size we needed, and selected a delivery date on check out. We chose The Brick because it looked to be the quickest turn around. A couple days before it was to be delivered, got a call saying it would be a few days late. Ok. Then a few days later, got another call saying it wouldn't be in until the end of the month ( a couple of weeks late). I called and was told basically duh, special order items usually take 4-6 weeks. I said we why did you offer me a deliver date 2 weeks out? and not have anything on the website to this effect? Decided to leave it until the end of the month, called again and they then weren't sure if they could get it in December, probably sometime in January. They told my husband that special order is usually 6-8 weeks. Huh? What a waste of time. It's only a fridge, why would you need that on time? NEVER again.

Truck was delivering to neighbor.
At 3051 33a ave se calgary.
Parked in front of my house and my parking spot!
Wouldnt move and tried to tell me,
"you werent here when we got here"!

That doesnt goddamn matter, theyre delivering to a certain house, they park in front of that address!
Not the neigbors house and only parking spot! I had a crying kid in my truck too!
Thanks for [censored] all

My Name: Janina Veres
My E-mail: [protected]@rogers.com
Sales Order/Invoice: 121944A0546001 (Available if copy required)

The Brick has been my go to store for just about everything for years. Not anymore. My last purchase was a dishwasher and refrigerator. For peace of mind, I purchased the 5 year warranty on both. The dishwasher works fine but the refrigerator has been a lemon since the beginning. I have had technicians come four times (which I had to take time off work for) to repair this fridge and replace parts and to date, it is still not fixed. The ice maker and water still does not work more than half of the time and water leaks constantly. The items in my freezer seem to defrost and re-freeze as well and there is always frozen water at the bottom. I put up with constantly wiping the water because I wasn't going to keep calling for repairs and taking time off work as you have a 4 hour window but the fact of the matter is, I shouldn't be dealing with problems like this. I bought a new fridge with a warranty that is still valid! On two occasions the technicians had to use my blow dryer for an hour just to remove the parts they were replacing. I purchased the warranty because your salesperson convinced me that I wouldn't have to worry about repairs and should they be unable to repair the item, they would replace it with a new one with no problem. Well, you were unable to repair it and I'm still stuck with a lemon as your customer service representative told me that even though I have a 5 year warranty the replacement is only valid within the first 3 years. Not only is that misleading but down right deceitful. How utterly disappointing. As a repeat customer for many years, I expected better customer service than this. I expect the Brick to stand by their word and provide the expected customer service which was "if they cannot repair the item than they will replace it with a new one". If the Brick cannot stand by their word and warranty, then I will never shop there again and defer others from doing so as well. Note that this has been e-mailed to several places.