The Brick
Reviews and Complaints

Name: Amrita Bispat Email address: [protected]@Gmail.com Phone number: [protected]

Hi.
I have a question on how your warrenty works..In April we visited the brick at the heartland center. On floor there was sofa i like..however it was the last on in stock so the sale person mentioned that it is best if we purchase. We mention to the sale person we are currently doing renovations and if it could get delivered after a month. He said no that is not possible once purchased they have to deliver within 14 days. There was also a cabinet that we like so the sale person recommended that it best if we also purchased then so we wont have to pay for 2 delivers. We also bought a 3 year warranty for protention. So long story short or renovation had a delay and last Saturday June 10th we brough in the cabinet and one of the glass door was broken and from the broken glass the other door got damaged and on one side of the cabinet there is damange. So on Sunday June 11th
we went to the store that we made the purchase and they were not very helpful or have any customer service. They told us that we should have open the products within 3 days of delivery. If it was mentioned to us of doing do of course we would have..also my warrenty only covers warping of the wood. Why would i paid 95 dollars to cover warping of the wood...had i knowing that i would not taken out a warranty..also they said that they can't replace the cabinet but reorder two door and suggested that we go to home depot and buy a colour maker that make the cabinet to fix the damage on the side. The employee Prince mentioned that he will place the order and will give us a call to let us know the delivery date. Today June 14th i called the sotre and spoke to the employee ans mentioned to him that i didn't receive a call from hi. And would like to know the delivery date, he mentioned that he completed the order and will have to check in the system of the delivery date and placed me on hold. Once he came back on line he told me that his mangaer said that they can not replaced the doors and suggested that we keep the product as is or we can go replaced the glass and they will cover the cost. Could you imagine the frustration i had that i been lied to and now they are telling me that i have to live with a broken cabinet. They he also stated that we might have damaged it. So i mentioned to him had i broke the glass i would have not go to them but replace it myself. But the glass broken glass damaged the other door and on the side of the cabinet is damaged. How could we do that. I have never been so disappointed with a purchase and at this time will never repurchase at that brick or recommended anyone. Further more i work for a bank and we strive for customer service and honesty and do our best to resolve any customers complaints.

Product item code WRIGOLACC

Thank you
Amrita Bispat

My boyfriend and I ordered a couch may 15th from the brick in Niagara falls. We changed the colour a week later were told the couch would be delivered June 9th and We were fine with that. my boyfriend called to double check the measurements and confirmed that the couch would be delivered that day. (june 9th) June 5th we called to confirm again and were told they dont have a piece of our sectional until the 13th and that's when we would get the couch. I specifically asked if we would have a couch in our living room June 13th they said yes. I called June 10th to confirm and was told no the couch would not be delievered that day and wouldn't be in the warehouse until maybe that day. The Earliest it could be delivered was Friday. I set up a delivery for the 2 pieces they had in stock to be delivered today. (june14) They had 3 men drop of the furniture. It was wrapped in plastic and cardboard. After that they left the whole process was 3 mins. I'm 5ft tall and 130 pounds I had to unwrap this couch to inspect it. To make sure nothing was wrong with it. My boyfriend called to complain because now we are left with a bunch of plastic and cardboard. When most companies unwrap them, set it up and then take the garbage. Ryan the sales staff we ordered the couch from told us that they would set it up and everything. My boyfriend called to make sure the other half of the couch would be delivered Friday. The girl was extremely rude on the phone and said no it's actually schedule for Saturday. I'm not impressed with how our whole experience has been. It has been horrible. We bought a 3000$ couch and I will never purchase another thing from the brick. Not a good company to work with zero customer service. And considering I have worked in the customer service for 11 years and I would never treat a customer or speak to a customer the way they have. Despicable.

Sales people behaving so aggressive. If you by mistake change sales representative first one start yelling at you .like -i called you so many times how dare you come to another person, why you didn't come from so many days im calling you - we are like man we are not free for you etc. Seriously we are scared to go back. There are less customer and more sales person. We went to buy whole house furniture but they soiled our mood we dont want to buy anything now.

Hi i was in store on 22 feb 2017, edmonton south common i bought a 3 piece table which was out of stock at that time and they told i will receive it by the mid of next month i was fine with it. But i never got a table neither got call from anybody saying delayed or what then i called after 2 months to enquire n they said its gonna take another month i called them agaib after a month still not in stock .it has been almost 4 months i havent got my table and noone bothers to call you and inform anything . I think tahts the worst experience ever

Our painful story starts with buying a sofabed from The Brick with extended BLANKET warranty on the top by paying around $180. Problems started soon when the bed broke. Technician was sent to see the problem. They found the problem and said we are ordering the broken part. Part came after 2 months and when they tried to fix it, they found that it was wrong part. Another order, another 2 months, again the part was wrong. Finally after 2 more months (total in 6 months) they decided to replace the sofa. So we purchased a recliner Microfiber Sofa again with additional warranty on it fearing that it might can go wrong again. And not to be surprised, this one started with peeling of the microfiber at 7 places and a broken arm. And the uphill task started again by calling customer service. Technician came again, wrote down the report and this time to our surprise, they said its peeled and ripped from 5-7 places so we cant fix it and only broken arm will be fixed though the technician admitted that rips are not by any sharp object but its just peeling off but customer service (the most rude one I have ever had) just hung the phone on my face by saying I will let someone else to call you and we are waiting for it. This is after paying 180 plus 180 (two times of additional BLANKET warranty) to The Brick. Nothing is solved as of yet and we are with broken and ripped sofa in our living room with cotton sticking out of those seats and back and mocking us and telling us the story of the BRICK. Now I can imagine and understand all those ratings given by the customers especially to this Dundas store.

I sent the email below to them 7 days ago and still have heard nothing back

May 31/17
To all Brick Management.
There's no way to express my total disappointment in your company and more specifically the girl who I spoke to many many times (I think her name is Jessica in the Brantford store) So here's the story...on February 14/17 shortly after taking delivery of a 2 cushion sofa I had to call as I thought the springs below the cushion had broken...your service man came to my apartment that day and realized it was the foam in the cushion...Let me tell you here that I live alone, I have two things to sit on the couch in question and the power recliner I also bought from your brantford store. ...I thought the springs had broken after about the 3rd or at most the 4th time I sat on it...So, after he left I thought I better try sitting on the other cushion and did that on and off for the next 2 days...the result was the same, the cushion just went super soft again making it seem like the springs had broken...
So I immediately called your store, explained the situation to Jessica and said I need two cushion inner foam cores replaced...I said to the girl if you want to send the guy back to check out the other cushion that's no problem...she said she'd call me if that would be necessary..I got No Call. so naturally I thought the Brick were going to order two new foam cores...(I think that's what the guy called them).
Today was the day to replace the cushions...But your man got here with just one inner foam core to replace...
I called and spoke to Jessica no less than 6 times during the 3.5 months I've been waiting...Every time I spoke to her it was about the TWO cushions foam cores that need to be replaced. Not ONCE was it ever said "it's only ONE cushion" but what I did hear over and over and over again, 'you know you bought the sofa on sale so were basically doing you a favour in replacing anything" That is totally unacceptable...I was in retail sales for over 35 years it never mattered if something was on sale or not...unless it was "as is", the warranty came with the product...so I didn't appreciate your people telling me I was "lucky" that the Brick was doing anything...
So needless to say I'm upset..I feel cheated...I repeat I told your girl days after the first cushion was inspected (the only cushion that got sat on maybe half a dozen times) that the other went the same way...I asked if it was necessary for the guy to come back and check it out and she said she'd let me know if that was necessary...
Naturally I want the second cushion replaced...and when you give me an email address I can attach a few pictures showing the Difference in the size/thickness of each cushion you'll understand why...And you might want to talk to Jessica about "what she tells people" cause when she says you'll (the brick) will do something, then you can expect us customers expect you to do something...I was told I'd get a call if it was necessary for the service man to come back and verify the other cushion (that at the time he was here had Never been sat on) needed to also be replaced...that call never came so my expectations were and are not unreasonable..
Please email me an address I can attach the pictures I spoke of and or have the service man come back to verify that the original foam put in the two cushions that came with the couch I purchased in good faith were sub standard.

I shopped recently at the brick, the end of may 2017 in orillia, Ontario. Never shop there or any other brick for that matter. They are completely disrespectful and not care about your money. Once they get it you can kiss your customer service good bye. They will do absolutely nothing to help you! I purchased a tv stand which happened to be too big for my living room, the delivery guy told me that I had 30 days for return or exchange. I called the brick a few hours later when I returned home, they told me they are not willing to return the merchandise nor are they willing to exchange it. The manager Len told me on the phone it's not their problem, he called me a liar saying that his delivery guys would never say that. He kept asking me what do you want me to do? What do you want me to do? I'm not about to do his job for him. He argued in the phone not willing to help me in any way. I spent 5, 000.00 in the store and this is the kind of behaviour I get from them. They are complete scam artists. So that night I tried moving the tv stand into the kitchen, when I moved it the bottom snapped of the screws and broke. I called first thing Monday morning. They told me there was nothing they could do because I broke it. The manager Len and the owner Ron told me he doesn't care if it was in my house for 5 minutes or 5 hours that it's not his problem! I asked him how we could go a loud fixing it or getting an exchangeable, he told me that he could order the parts to my house and I could fix it myself! Great wonderful customer service! During our phone conversation he kept telling me that his staff would never treat anyone disrespectfully and that I'm the one to blame. He wouldn't let me speak, he kept talking over me, and kept telling me I was being unreasonable. I do not understand these people or what they are playing at but you can guarantee that I will never be shooing at any brick ever again. I'm out $700 for a tv stand, I've hired a company to come remove it and throw it in the garbage. Please save yourself time and energy do not shop at the brick. Wish I would have read the reviews before I went into the store. I should have recognized that not one single person was in the store, that should have been a red flag.

Hello. Im having major issues with a ottawa location brick. I called to have my couch replaced and they told me they do not make those models nomore. But i have a credit of $500.They told me to pick a couch. But all couches are over $500. So in the end im stuck spending more money to get a couch i have a warranty on. I want my replacement without spending more money . Thats what a warranty is. I bought all my furniture fron you guys. And the cutomer service from the ottawa east location is absoluty horrible. This is a huge concern and we need to fix this before i go to my lawyer. Plz get back to me asap

Invoice 05267h2hkfd when purchasing 2 recliner chairs today, 26 may 2017, I was promised that when the chairs are delivered to my home, next week, that they would take away the old chairs and dispose of them environmentally. the salesperson called to say that she had made a mistake and that could not happen. I have spent the last 2 1/2 hours and finally spoke to the sales manager at the store in scarborough, shan kumallarasas, who said he has no option and cannot honor the terms of the purchase. meantime, the brick has my money, but I have no satisfaction, as guaranteed in your promotional material. mr. kumallarasas even suggested that I sent my complaint to "head office" so that they could deal with the delivery. this is horrible business, and I am not happy.

We bought a white bedroom set for my daughter, we noticed at the time of delivery that the dresser has few big cracks so the delivery guy advised us to not accept this one so we asked the store to replace it and they did after two weeks but now the it was rather cream coloured instead of white, we called the store and they accepted it and asked us to return it. I am still waiting for the dresser it has been more than 6 months, the staff at the store misbehaves and manager avoids us and their Facebook account does not reply at all

Bought a new sectional spring broke in 2 weeks on one side of the sofa tech came in and said yes this needs to be fixed with the foam and the cushion to be replaced - but he also said you will have to chase behind them to fix it as they do not go by the technicians reports if they need to spend !
No call back from the Brick - I called after 9 days and was told no nothing wrong with your sofa ! just like what the Tech had said !
Paid for the warranty too !

Customer service would not pass the call to Manager at store saying she is busy left many verbal messages to get a call back nothing

For the attention of:
Mr. dave freeman - president
Mr. edward leon - ceo (leons)
_

Complaint 1:
Sent may 1, 2017

Resending complaint about...
Back breaking mattress
—
Dear sir.
It is with great disappointment and dissatisfaction that I write this email about my painful experience with the new mattress I recently purchased from brick.

My new sierta icollection mattress was delivered to my home on tuesday april 18. ever since, every morning my husband and I have been waking up with severe back pains and back tightening. we have to bend and walk. we have never experienced these kinds of excruciating back pains before. even sitting or bending over to pick up something has become almost impossible for us. we regret that this mattress is damaged and seriously affecting our health and we wish to ask brick to help us resolve this matter urgently.

Thank you.

Rozina kermally
905.884-8991
—

Complaint 2
Sent may 19, 2017

Dear mr. goncalves:
Please help me get my serta icollection mattress exchanged. it's killing us.

It's been a month since my new mattress was delivered to me by brick. ever since, every morning we wake up in excruciating back pain and in agony.

The technician who came to inspect the mattress, reported that the new mattress had a sag of 1 inch. that's shocking. how could a reputable name like brick sell a damaged product.

I sincerely hope brick will stand by it's name and it's product, and will adhere to it's promise in ensuring a happy customer.

Thank you:

Rozina
905/884-8991

I purchased a mattress and springbox from The Bricks. Within two weeks of receiving it, we were not satisfy with it and tried to return the mattress
/springbox; however, the receptionist informed us that they do not accept returns, only re-select. This was not mentioned to us when we bought the mattress, we were told that if we wanted to return we would be charge $100 for the mattress pickup. We tried to reach out to our salesperson, Jay, for clarifications but every time we called, we just got bunch of excuses of his absences: (1) he was off that day but they will give our contact number to him to call us back - still haven't received his call, (2) he was currently with a VIP and will call back - again, no callback, (3) he was out for lunch that day - and yes, no callback, and lastly (4) he was no where to be found - ... sounds fishy to me. I have been patiently waiting for answers or at least a callback but now I'm outrage with the customer service The Bricks has to offered. Once these people sell you their products, they don't help you afterwards... all they care about is their sales, not customers. All I wanted was a follow up, but obviously the Bricks is too busy scamming people and money. Never trust them!

i bought pair of orange carpet after took to home and opened the plastics I saw the color is different i took a picture took to store first he said bring the carpet back
i took the carpet back with pictures he said your eyes is wrong i asked for manager she came she said the same thing but i showed to lots of person everybody agree with me one is red one is orange i have the picture too
i tried to find how to complain finally i found this site
now my carpet is there in hyway 7 and bay-view location i went there several times and that talk with costumer is not good my eye is good

Purchased a sofa and chair from the brick and declined insurance... When a statement from desjardins came in the mail before I had received the furniture, I noticed an insurance charge and immediately went back to the store and signed a form stating insurance had been declined. Since then I have had monthly calls from desjardins who refuse to escalate the fraud and take care of the problem, I have been back to the store 3 times with a supervisor from desjardins on the line and had the manager speak to tgi, the fraudulent insurance company, who refuse to take my call or acknowledge the emails and faxes they have received with the declined insurance form. I have spent many, many hours arguing this continuation of false charges. Nobody seems to want to solve the problem and I have exhausted contacts to all points of interest... Desjardins has recordings of their reps and supervisors assuring me the problem was or would be solved on their end.

To whom it may concern I am a loyal customer who has spent over $10, 000.00 at the brick in the course of 4 and a half years I just purchased a sectional, a wall unit and a coffee table the coffee table was damaged and does not match with the colour of the wall unit and the sectional does not fit properly in my space, I want to purchase the sofa instead of the loveseat and was told I cannot because it is a final sale no one made me aware of this at the time of purchase in fact I was told by the sales person that if I wanted to switch the loveseat for the sofa that I could I am not willing to keep something that I am not happy with and my living space looks like crap due to the bricks policy this is not exceptable and I want something done about this situation immediately I expect a phone call from someone that can solve this serious problem.Thank you Karen Macri .[protected].

Poor quality of furniture and poor material. It squeaks every time we sit. One cushion is riped and the material is all making not keeping up its original texture. This only after a few months of use. Been waiting for the brick to fix for 4 months now and called several time time the same answer. We will call you back! I call at least 7 times with no call returned...

I do not want these 2 products anymore. It's crap.

I went to buy a new bed that was on sale then was told there beds have a 10 year warranty so I said I bought my bed in 2011 he then told me to talk to customer service so I went to talk to them and they told me that yes my bed was under warranty and they would send a inspector to come and look at the bed. After 1 week the inspector came and measured and took pictures of my bed. 2 weeks later I got a call saying my bed wasn't under warranty anymore because it was only a 5 year warranty I then told them that u guys told me it was 10 year warranty and a inspector came and took pictures and measurements so if it was only a 5 year warranty why would you send a inspector. They told me they were sorry and there's nothing they could do. I then went back to the brick I went to in the beginning and asked for a copy of my bill and a copy of the inspectors report I was given a bill that wasn't the same as the original and was told they couldn't give me the inspectors report but he showed me that on the top it was approved and he didn't know why they told me it wasn't approved and he would send head office bedding a email and I would get what the bed is worth now I said thank you thinking it was resolved I then get a call the next day and was told they couldn't do anything cause it was only a 5 year warranty I then told them everything I was going through with them and I was told sorry we can't do anything for you. So I just went back again for the 3rd time and they knew what was going on and said ok we can try to give you a deal on a new bed so I went to the bed I was going to original buy for 599 and said I want a deal on this bed then they tell me I can't get a deal off a bed that's on sale. So I walked out. I can't believe this and don't know what to do.

I purchased a bedroom set, couches, side tables, dining tables and chairs August 20, 2013. My bed frame just recently broke. I have a 5 year blanket warranty for construction and master surface coverage. They sent a technician out last week to examine the damage. I called them after not hearing back from them after a week and they said the technician said I misused the bed. The main side panels are not damages just the inside wood that was stapled not nailed broke ripped off and caused the side panel to break off. This happened at the end of the bed. The customer service agent named Avin at the Vaughan, Ontario location said that the technician said this is from jumping over and on top of the bed. I am a 41 year old woman I do not jump on beds. They took pictures and the customer service agent could see that the quality of the product was not good and put me on hold to speak to the manager who came back and said that once the technician submits the report nothing can be done. I spent $5000 that day and it is guaranteed that when it is time for me to purchase any furniture I will not ever go back to the Brick and I will make sure that all my friends, family and friends of friends know that they do not stand by their products and warranty and come up with reports to avoid repairing the product. So it is not worth at all spending $400 on a warranty if it is not honoured.

I called the brick about a fridgidair fridge I bought with extended warranty that has developed a leak. Work order was given and I called georges appliances in cobden ontario which is the warranty service tech for the brick. He caled me back a day later and couldnt give me a time he could be here. He said he would call me this past thursday evening with a time he would be here on friday.. Thursday come and gone and no phone call, so I called him friday morn and again no answer so I left a message. He called back half hour later and said hed be at my house at 3pm. So I made sure I was home at 230 incase he was early.. 3pm no service tech. 4pm no service tech or phone call.. 435pm he shows up. I asked if he thought being over an hr and a half late was acceptable he laughed.. So I told him he could get in his van and leave. He then said its hard to give a time and I asked why he didnt call instead of me sitting and waiting.. He then left. So I called the brick customer service back and told them what had taken place and asked for a diffrent company to be sent.. I will not allow georges applianves to fix anything in my house.. If they cant call and say there running late and laugh at people that confront them, I can only imagine what the quality of there wrkman ship is like.. There are 2 or 3 companys withing 20 mins of my house that do the same wrk but yet the brick has this guy hired to do warranty wrk. If the brick cant send someone else and a more professional service tech.. I will not be buying anything else from the brick.. I am not happy at all and hope the brick will make this right. And also think about hiring a diffrent more professional service tech for there company.