The Brick
Reviews and Complaints

On Thursday Nov 17 2016 I was shopping for a new adjustable bed. I have ca very bad back. So my experience at the store in Kitchener went well. Sales person very helpful. I purchased a adjustable bed on my brick card. Also a/ mattress protector. I asked if the bed could be assembled. And was told they can do that. Delivery was set for the 22nd of Nov. The delivery guys were very nice but told me they didnt have my mattress protector...but I could drive half an hour to Kitchener to pick it up. As they were about to leave I asked about assembly...they quickly said "oh we dont do that" and leave. Im not very happy and call the Brick . I told thedm they could come back and get it all ( I also bought a smart tv) A little while later a nice lady called and said how sorry she was and that if I could get someone to help me because its actually very easy. Also they would give me a $150 store credit. So I phoned around and my Son said he would come over later. So when I went upstair to where they put the bed, I noticed a rip in the box... when I opened it there was a tear on the bottom part of the bed. So I took pictures and sent them to the lady I was on the phone with. [protected]@thebrick.com ... Anyways got the bed together looked amazing ... my 2young Grandkids asked to sleepover...and guess what the bed didnt work at all. So now Im really unhappy and I call yet again and get well I guess we can exchange it...you guess ? I said never mind just come get it all...she csaid wecoffered a $150 in store credit...seriously...I said that was b4 the rip in the bed ... No mattress protector...and the friggen bed doesnt work. Never mind 2hours of cutting up carboard. And for an added bonus got rid of my old bed and am now sleeping on my couch till I get a new bed. I truly cant believe this is how the Brick does buisness now. I will never be back and will cancel my card. I certainly will let everyone know of my sad sad experience. Trul disapointed. My sales invoice is 111765DZNDU. Thanks for your time. I just hope this falls into the right hands. Rose Donaghy [protected] [protected]@ymail.com

Bought the 3 seat Omega recliner sofa from Brick around October 2015 along with extra warranty as well. Within a year the sofa started sinking and also the middle seat is tearing on the sides due to the rub from the recliner on both sides. Also some screws fell off from the sofa.

Complaint was raised in Aug 2016 and after follow ups we were told to wait for 4 months to get the seat repaired. Accordingly in Nov 2016, a service technician visited us with the middle seat cover but the cloth that he brought didn't match exactly with the rest of the sofa & also he confirmed that other seats are wearing off, so he himself recommended to inform the Brick about the same and he had taken pictures himself to let Brick know. He also fixed the screw that fell off and confirmed that it was never drilled correctly in place to start with, so it was a manufacturing defect.

Now we followed with with brick customer support asking what is the plan to change the complete seat cover to keep it same and to replace cusion for the sinking issue, but we are told to wait for another month to get some stuff ordered...But not clear on whats being ordered nor going to be fixed.

Its been a very long wait and i need a replacement of the sofa or a store credit to purchase another one. This wait time and over all support is really bad.

I had awful experience with the Brick, they set me up some payment protection program and i didn't want that, all what I wanted is extra warranty for my furniture. After I paid of my furniture they charged me extra 300$ for that payment protection plan, they said i sign for that payment protection program and the worker who was serving me at that time didn't even mention anything about that, i thought I was buying only extra warranty but not, they set me up to pay extra money...I would not recommend that people buy from the Brick, be careful people and don't buy from Brick, they are money grabbers!

I purchased a Samsung washer & dryer set a few years back. It just went off warranty. The dryer now has a hole in the drum where the rollers support it, just in one spot. After researching this issue I found out that there have been other people with the same problem. I do not expect full warranty, but I do think I should be looked after to some degree as you can not get replacement parts for this machine. I did contact The Brick and Samsung and either one of them could give a rats ### about my problem. I will never shop at the Brick again. And I will never purchase Samsung product. If you want to purchase reliable appliances, shop for Kenmore or GE.

I have been dealing with a warranty repair with the Brick and it is over a month that I am waiting for the fridge to be fixed. Their customer service is horrible and I also had a customer service representative hang up on me when I insisted to speak to a manager because he was not able to resolve my issue.
They keep on telling me we will call you back within 48 hours with an answer and no one ever does; I have to continuously call to see when the part is arriving.
It is a fridge and I would assume a necessity like a fridge they would have the parts in stock rather them needing to order from China.

Was it worth buying the extended warranty? not with this service and I can assure you I will never purchase anything at The Brick!

To whom it may concern
This is concerning a purchase I made at The Brick, 24 Conventry road, Brampton, ON. On December 26, 2016. I purchased two sofas that morning and was told that it would be delivered on January 3rd 2016. On January 3rd, the couches came in but right away I noticed that the arms of the sofa were sagging and the leather on certain sides of the couch was worn out. I pointed that out to the delivery person right away and mentioned that I was not satisfied with the quality of the product as it was nowhere close to what I had seen in the store. He advised me that since he had to make the delivery, I should contact the store and they will ensure a new delivery is set up to resolve the issue. Going from there, I contacted the store and submitted the pictures for the damaged sofa. I was advised that another sofa set will be delivered to me on …..and the initial couch will be taken at the same time. Understanding that defects do come up in certain furniture pieces, I scheduled the delivery. Unfortunately, for the second delivery as well the same problem existed. This time I made my way to the store to voice my concern to the customer service and the store management as well. My issue was seen to by the manager and he understood my frustration. He mentioned that this was odd and a new shipment of the same product was coming in the next month and he hopes that it will resolve the issue. He also ensured me that the product will be inspected before it is shipped to our house. Although the next delivery date was almost a month away, going by what had been told to me regarding inspection of the couches, I thought to give another try. On Feb20, 2016 the couches were delivered for the third time. I am sad to say but this time again the couch had the exact same problem. This perplexed me as I was told that the couch would be inspected before its delivery to ensure that I don't have to go through the frustration of a product not meeting my expectations. When I asked the delivery truck driver if the couches were inspected or not, he told me none of the couches were inspected as the inspected couches have a proof of inspection on them and none of the couches had that proof on them. Since the same problem existed, the delivery driver took the couches back. When I went to the store again this incident, I was very frustrated and I believe rightfully so since it had been 3 times now and almost 2 months after my initial purchase that I was left with defective couches. At this time taking into consideration the time I had to dedicate to resolve this issue, I mentioned to the store personnel that since the product did not meet my expectations 3 times, I would like to get my money back. To my surprise, it was mentioned to me that I wouldn't be able to do that since I had already accepted the delivery and according to the company policy, I could only get store credit. This in my opinion is very wrongful as I had found the product defective from the get go and had advised the delivery guy the first time the delivery came. But at that time I was told that they had to deliver the product because they can't just take the product back. Now they have picked up both the sofas but nobody has contacted us back for the refund as they want me to buy another brand of sofas against the amount I paid which is agonising me a lot. I want my money back as soon as possible.
Rajesh Vig, 35 Totten drive, Brampton. Ontario. L6R0P5. Phone : [protected]

My daughter purchased a sectional sofa at the Newmarket location. It was delivered on Tuesday of last week. Once piece of the sectional did not have the legs. She has called 3 times and left messages and not once has she received an acknowledgment of the calls or a return call. She is in a wheelchair and it is dangerous to have a "floating" couch as they couldn't join the two pieces together without the legs. I think this is disgusting that they aren't calling back with a delivery date and/or an alternate solution. If the legs are in stock I would have picked them up for her.

Near the middle of November our stove died on one side. The repairman was called and he came a week later. He took one look and said he had to order a part. I waited a week and called only to be told they hadn't received the part yet. I phoned every Friday and at one time was told that they could no get the part from whirlpool and they could not use third party company. I phoned whirlpool who were good enough to look things up for me and lo and behold the part is available so I was lied to. the last time I called was yesterday and was told that the part still wasn't in and would not be in before Christmas and maybe not until the new year . I would just like to thank the brick for the wonderful service they supply and warn other customers

Bought a dishwasher from 3025 Ridgeway Road store July 2014 along with the 5 yr warranty. Dishwasher broke October 14, 2015. It takes a week for them to send a technician... Technician came on October 20th (time was 8am-12noon... then they call a day before that he can only come from 1pm-5pm and I had to take a vacation day... but the technician only arrived at 7:15PM... and when I had asked for a 5pm-8pm appointment, I was told they don't work after 5pm...)... nevertheless he came and after a quick inspection decided a part needs to be ordered... and told me that the part takes 3-5 business days to arrive... today is November 3rd... exactly 10 business days after... no one has bothered to tell me that the part is not there or delayed or what... and when I call the call-center... I am told "sir the part arrived today and now you have to call again closer to end of the week to book another service appointment because they will unload today and it takes them 48 hrs to confirm that they got your part"... the technician told me that when he has the part he will call me and fix it I don't need to book another appointment... but call-center is saying I have to book... fine... so I ask you are saying part has arrived today so book for the first available appointment... but NO... "Sir you can only book once the parts department has emailed us and confirmed that they have received the part"... ? what? So I ask her what if they didn't get my part... "sir then you call us again next week and we will see other options"... so I ask her what are the other options... and as expected... "Sir I don't know what are the other options..." great! So I request that I speak with a supervisor... and I think I should have known better... "ALL supervisors are busy sir"... crap service... I want to know who is willing to pay for the harassment and of course the use and throw that I have used in the last 3 weeks... and god knows for how many more weeks to come... can someone HELP... please!

Brought a cindy crawford Marco collection sofa and loveseat about 2 1/2 months now and the leather is fading. This has to be a defective product ...how can a genuine leather fade within 2 months.. I called brick and unfortunately the guy told me that this does not cover under the warranty. now I'm stuck with brand new furniture where the leather is fading and will soon look like crap. ...Advise anyone

The company failed to deliver appliances at three different times (when I had specifically indicated at purchase that delivery timing was important). I purchased a stove and a fridge at The Brick store located at 6867 Boulevard Newman, La Salle, QC. I indicated to the seller in the store that timing of delivery was important and that if they could not guarantee delivery within two weeks, I would not purchase. They finally postponed three times the delivery. Each time, I had to call myself to be told the delivery would not occur (even if I had indicated on the phone and by email to the store manager that I wanted to be called ahead of time). Each time, I had people waiting for nothing after the appliances. I had to change the fridge I had ordered for another one to be able to get them delivered within three weeks. When the delivery guys came, they refused to comply with the condo building regulation that required that they use the back stairs. They threaten to leave with my appliances if I did not accept to sign a release regarding potential damages to the front stair.

Were in Saskatoon to move nephew and went to get sofa. Picked out sofa and ready to pay for it. Then sales lady came back and wouldn't sell floor model. They could have replaced it in 3 days but still no go. Seemed so stupid .Complained but got no where with complaint page or manger. They just quoted rom book about floor models. The customer is always right doesn't work with this store. Didn't even offer anything to appease us. Seemed like they didn't want to sell anything. Worst shopping experience ever. Terrible store.

Lack of customer services! I ordered cushions from The Brick Barrie. I got them on time, but the size was wrong. The seller told me that he has no the appropriate size. He told me that I could wait, but he has no idea how long and the second choice was to get money back. I agreed to full refund. 5 weeks have passed and money wasn’t returned to my account. I don’t know what to do.

am writing to inform you of my deep disappointment and frustration, with the level and quality of service that I have received from your organization.

In 2011, I purchased a top-notch whirlpool Gold series refrigerator from The Brick. Although I was initially hesitant to purchase and extended warranty, as many consumer groups advise against those, the sales representative urged me to reconsider citing that this extended warranty is something that I would never come to regret purchasing and that it would always be backed by the strong name of The Brick. Having put my trust in hands of The Brick, I went ahead and purchased the extended warranty.

Only two years later (September 2013) the refrigerator began developing a string of manufacture related problems. Initially, the freezer began leaking water. The Brick directed me to its warranty division known as Trans Global. To my surprise I was told that they only operate from Monday to Friday from 8:00 am to 4:00 pm. This caused me problems as (like most of the working world) I was forced to lose a day of work just to have my issue repaired. However, I went ahead and called in the repair. In addition the reparation call caused me even further financial cost as I was obliged to defrost the freezer causing me to lose the value of the food in the freezer. What I was told was a simple repair ended up being anything but simple. The same problem reoccurred several months later (January 2014) causing me to once again lose a day of work and the cost of lost food. As if that wasn’t enough this very same problem reoccurred on July 2015 for a third time, at which point the service repair man told me that the two previous repairs were not performed according to industry standards. He proceeded to repair the problem using a different approach.

On August 10, 2015, (only one month from the last service repair) my refrigerator began operating very poorly. The refrigerator portion was not refrigerating at all, whilst the freezer portion was in extreme over-freezing mode, both of which caused the food in there to spoil. When I called Trans Global and asked if given the circumstances they could put a rush on my repair, they flatly denied my request claiming that it is not in their operating procedures to consider any exceptional circumstances. On August 12, 2015 a service repairman came by and told me that I would have to wait even longer to have my refrigerator repaired, as they did not have the part in stock. At that point the service repairman assured me that typically they could get the part and repair my refrigerator within the next day as refrigerators are considered an important appliance for a household. He even told me to proceed with a total defrost of the refrigerator as this repair would occur soon. This is now the fourth time that I have food spoiled due to a total defrost of the refrigerator. When I mentioned this to the service repairman, he told me that I would be eligible for some form of compensation, something that the previous repairmen failed to mention to me.

The very same day I called customer care and spoke to Devon, inquiring if I could get a rush on this repair given the history of poor repaired that I have had to endure. Devon returned my call to let me know that Trans Global does not provide any special circumstance service. Furthermore, alerted me to the fact that the service repairman never put the order through even though his job description required him to do so by the end of the day. When I asked if I could therefore, speak to her supervisor to resolve this issue, she replied that no one was available, but agreed to have someone call me back by 11:00 am EST on August 13, 2015.

On August 13, I had not received any calls from anyone at customer care and by 3:00 pm I decided to call customer care myself. This time I spoke to someone named Roy who put me on hold for over half an hour only to tell me that there were no team leaders available to speak to me, but that someone would call me within an hour. This call never came. Twenty-four hours later I called customer care myself once again (It seems if I don’t call no one will bother calling me back) and finally spoke to a team leader named Shawn. She explained that the delay is caused by their need to approve any part that even though it is under warranty. Whilst she did agree to put a rush on the service, this is an empty gesture as we are now at the weekend and Trans Global does not provide any service during the weekend. I will now be without a refrigerator for at least seven days. This is adding a further financial burden, as I now have to order out for my whole family until my refrigerator is repaired.

As is evidenced from the constant lack of service, incompetence from the service staff (since the same problem keeps reoccurring) and utter disregard for how I am being treated as a customer, I am hereby requesting some form of compensation from The Brick. The compensation that I am requesting, is derived from your own compensation policy, which I was told by Devon (of customer care) is that I am entitled to a new appliance if the same part keeps requiring repairs. Given his policy, and give the constant poor service that I have received. I firmly believe that this is a just and fair compensation for the hardships that I have had to endure from your organization.

Regards,

Joe Sicurello

Don't shop united furniture warehouse in brampton. They have told us we will see the fridge we ordered in june the first week of august - when the first week of august past, they told us we would see it august 22nd - august 24th early afternoon, we are told we will see it on september 2nd. I called to speak to someone else later in the same day - he says more closely towards the end of september. The fridge is on constant back order because there was some explosion in china? - he says - at least now we know the reason for this mix up? Ya right! The first fridge they supposedly ordered for us was supposed to be delivered before this explosion story. We are trying to find out if there are any frigidaire parts even made in china. I wonder what story will they come up with when we don't see the fridge in november?

I thought it the fridge was on a slow boat from china and the fridge they ordered for us keeps falling off the boat - if they ever ordered a fridge for us in the first place.

Do i expect to ever see this fridge?. Not likely. . .

If you need anything on time or ever - don't bother with these people.

To whom this concerns

My husband and I purchased couches from your company "The Brick" in April of 2015 and where told by your sales man that they would arrive in about 6 weeks. We understood this and waited patiently for them. In the mean time we also purchased a table and a set of 6 chairs. The table and chairs arrived promptly and where delivered on time. When we opened the box of chairs we discovered that they were the wrong color and returned them to the store. We then were told that the chairs were back ordered and we would have to wait for them as well.

I have no problem waiting and I do understand that mistakes are sometimes made.

My husband and I went into to store some time later to find out when our couches might arrive and were told that "they", being the staff, have no control over when the couches would be arriving from China. We waited another month and returned and spoke with Destiny the manager about our situation and she told us she would send an email to the company in China and would then contact us by email about it. We waited and no email from your manager. We returned in the next month and spoke to Daniel at the customer service desk and asked to speak with Destiny the manager and we were once again told she would send an email to see what was happening with the couches. We never received a phone call or email from your manager in Red Deer, Alberta. Not one!

The date is now August 19 2015 and today my couch is set to arrive and I will not be home to accept them. I explained to the man on the phone that I have to work today and cannot take the day off, nor can my husband, and asked to change the time of delivery and was told" NO. Sorry we have a full day and cannot change you delivery time." I am very sure that I am paying for the delivery of my own couches. I also bought the couches back in April because I had all the time in the wold back in June and July to receive my couches and to change my schedule. I called your manager at the Red Deer location to ask her to intervene and was told no" sorry but they will not change their delivery time. If you are not home they will change the delivery to the next scheduled date." I explained to her who I was and the problems we have had with her lack of involvement and customer service. All she had to do was to contact me and let me know that she was trying to help, but she never did. No follow up email to me or my husband, no call, nothing. She began to get very angry on the phone with me. Destiny better hope there are no scratches on my new leather couch...not sure what she will do when we are face to face.

Your company has dropped the ball not once but many many times in the past 5 months ...not just with me but with many many people and you really need to start reading some of the complains that are out there. I will no longer shop at "The Brick" and will do every thing in my power to persuade others to do the same... You have forgotten who made your company strong and worth millions. I may be only one person but... Personally I think you store is lacking in customer service and reliability and if I had the choice to have my money back...all $4000... I would tell your staff to take the couch and shove it!

Here is my personal phone # incase you wish to do some customer service of your own

###-###-####

Sincerely

Patsy Dawe

We bought our couches on july 3rd, it is august 17th and still no ocuches. Terrible instore service! Staff playing the blame game - store manager first blames the salesrep, customer service blames each other. We paid cash for our leather couches and after multiple calls in, all we kept hearing is it will come this week, next week this date / next date. Worst - the customer service reps just try to brush you off the phone rather than showing a single sign of empathy. We were hosting a party and based on the rep's word we got rid of our living room couches. But our delivery never came and not even an apology call. We have been one full month without couches in our living room. Worst experience ever - do not buy from niagara falls location ever. Terrible service - cannot believe we bought our family room and living room furniture there. We were thinking of going there for our bedroom set, but no more. We are better off buying elsewhere, atleast we won;t get the run around for so many weeks. Do not buy at this location! Will never shop at the brick again.