I purchased a refrigerator and a stove at the Brick store it Whitby. The Stove was delivered with no issues although I found that the delivery guys ( one specifically) was very rude. We said hello with no response. I figured he probably doesn't speak English. They are South Asian descent.
The refrigerator was scheduled for deliver a week later. Two South Asian guys came again. They did their measurement and told me the depth of the fridge was about 5cm deeper than my current fridge and would hang out further. I asked them to bring it in for me to see the difference and they advised me that if they brought it inside, they would have to leave it. They mentioned no issue bringing the fridge into the house through the front door. Keep in mind I did take my current measurements to the store and spoke with the sales associate before making the purchase. They spoke with someone at the dispatching office and she ( on speaker for me to hear) told them I was "too much." They left with the fridge. We went back to the store, spent about 30 minutes with the manager and sales associate and they agreed the same size fridge is fine for my space if am ok with it taking up a bit more space. The delivery was rescheduled and 2 South Asian guys came again. Same situation, this time I had my partner with me who had accompany me to the Brick to speak with the team. When the delivery guys arrived, my partner was not present but on his way home. They told me the fridge would not be able to pass the sink area, I told them we had done the measurements and everything was fine. My partner camein and their story changed. Now it was the front door that was too small. My door is a standard door for a 2000sq foot home. He measured it and showed them it can fit with some adjustment or we can remove the door. Again, they call the dispatch speaking in their language. Out came a waiver for me to sign for potential damage. I refused to sign it because the door was not an issue for the first set of delivery guys, nor was it an issue when they first came in. The width of the fridge is the same as the fridge They would be removing which they confirmed is "not a problem." Because I would not sign the waiver taking responsibility for a fridge that for all I know could already be scratched/damaged the left without making the delivery. The Brick use to be a reputable place with good service. However, service is poor with no customer service. As far as I can see it is being run like a 3rd word country with people that (a) has no customer service skills, (b) the people making the delivery has no respect for women— again, this is normal in their country. There is no one to lodge your complaints to because the dispatched and deliver guys are the same, speaking in their languages and have no respect for you the customer. I don't feel like am living in Canada. I feel like am living in South Asia and they have no respect for the Canadian culture. They are in to make fast money. Not giving respect and good service. Wake up Brick! You are running your business into the ground and will close your doors if you do not live up to Canadian standard and hire the right people who treats others with respect and not just dropping things iff, running from one place to the other piling up money. Where are all the other nationality who delivers? Where is the diversity in your delivery personnel Brick? Open your eyes Brick! You've lost me as a client for sure! I am sure I am not the only person experiencing this total disrespect that you are allowing.

Terrible purchase experience - Hunt Club branch
Terrible experience. Bought high end sofa from the Brick (Hunt Club/Merivale store). Within 3 months, cushion started to sag. I had purchased extended warranty but The Brick customer service informed me that sagging of cushions was not covered under the extended warranty I purchased. I was disappointed to hear this because it mentions in the warranty papers that cushion sagging was covered. I met with the store manager at Hunt Club branch and explained the issue. He agreed to send a tech second time to inspect the sofa. The tech reported that not only the cushions were problematic but the sofa frame was uneven and defective. The manager agreed to allow me to exchange the sofa. I chose a sofa of $2000 less in value than my original one. I requested the manager if I could get the balance refunded back on my visa. He said that he needed to get approval from the Regional manager for it. After about a week, I tried reaching the manager via phone and leaving messages and emails many times, however, he was not available. I visited the store again to ask him regarding the refund. He told me that the store policy was that no refund or store credit would be given and that I needed to buy sofa of equal or higher value. This is not acceptable to me at all? The Brick should have better policies around returns and refunds because as it stands, it is not fair to the customers. I should not be forced to make a purchase of equal or higher value just because the store does not want to return my money. If I liked a sofa of equal value, I would have purchased it, but there was none available. I am extremely disappointed with this whole experience and would not be buying anything from The Brick in the future. Do your homework before you decide to give your business to The Brick. In addition to the terribel original sofa purchase and return experience, the delivery men damaged my door frame when they brought the sofa into my home. They left the packing garbage (boxes, foam, and tape) in my living room and did not do a good job with assembling the sofa. Of course I signed the papers without fully inspecting their complete route from the truck to my living room. I wrote to the customer service about the damage and they said becuase I had signed the papers, they will not do anything to repair the door frame. The second replacement sofa is the Viva leather sofa in Navy colour. The support legs on both sofas are shorter than the rest. I am now dealing with customer service to get that fixed. It seems that no matter whether you buy high-end products from The Brick, the quality of the product is cheap!. Save yourself the headaches and don't buy anything from The Brick.

Nasseer great service helpful hard worker nice guy and he did good jobe for me to get tv...

I have ordered a boxspring online, had the live chat person arrange for pick up of my old boxspring. SO: BLKSGLQB Phone *******370

Saturday Oct 15 the boxspring got delivered. But the delivery people refused to take the old boxspring because it is not wrapped. I told them the policy was that if i have ordered online, they would have the bags. They said no. Also didn't unwrap or place my new boxspring. I used this system again and was told an agent would contact me. After trying again and escalating and many back and forth, someone finally called me and i explained i had no space to store an extra boxspring. They said they called the store and the earliest they can come is Tuesday. I said i work. I don't get home before 7 pm during the week. They said they would call the store and the delivery people and help me.

It seems I was double charged the wrong fee, removal for appliances and not mattress. Cue in a dozen back and forths and they told me to call the fleet directly and talk to the fleet manager who was like "can't help you sorry, wanna wait till next Saturday?" I asked that at least put a note that they need to bag it as they refused the service I was sold the first time and asked they help me lift the 2 queen mattresses that I had to stack on top of the old one as I have no space.

I try to call the actual local store (Royal Centre) and there is no response for about 3 hours. I called the agent back who said she would help me get compensated for this. All the hours I spent trying to fix other people's mess.

Yesterday I got my delivery notice and I called the delivery people again to make sure they would help me lift the mattresses and bag it. The operator said no, you need to bag it, we went back and foth of me explaining all the $#*! I went through and they said "health issues" and nothing else and I WORK AT A HOSPITAL I KNOW THEY WEAR GLOVES AND THAT IS CALLED PPE AND LIKE WTF? They say talk to the fleet manager. I didn't have time then as this person took forever and then they would be closed so I asked when would they be open in the morning. They said call at 8 am and you can talk to them.

I just called their phone number. It says their working hours are 11 to whatever on Saturdays. My delivery is scheduled to 11-2. I called the agent, no response. I called the store, no response.

What do I do?

What is your return policy? Do I get all my money back? Including the shipping fee I obviously didn't receive services for?

I was not given an answer to these questions. They put in a ticket, escalated so I would get a response in 48 hours while my delivery is in 2.

And that is why I would do anything to talk anyone out of buying anything from the brick. Scam and lies in my opinion. Terrible business.

Long story Short:

Got all my furnitures from Bricks & Leon's
( February 2022-April 2022).

Side Note: We didn't use the beds / put it together until April as we were doing renovation.

Started getting bites and itchy everyday, got worst as month passed with the new furniture we were using; it started to become worst as summer came in, around June. We didn't know where we were getting these bites from.

So first I thought I was allergic to the new couch, as we complained and they said the spray didn't set in; someone came inspected and told me they'll deliver us new set of couch.

But then I thought I'll just go with fabric since it could be the leather couch. So Leon's said that's fine and let us switch the couch as it was in the warranty period.

We were still getting bites, after receiving the new couch.

Later one night ( July 25,2022 midnight to be exact) we saw two or three red bugs crawling when I turned on the light they were fast - so I followed along to see where they were going; and when followed they went and hid, when I opened the back to see where they are hiding; it was in the back of the headboard we purchased in the creaks.

We took pictures right away. I cleaned it it disinfect wipes, sprayed lysol, vacuumed researched what to do and steamed the headboards and used dryer because bed bugs are easily killed with heat.

Again to make it short, went the next morning and complained about what had happened. Explained it to like 4 people at the Scarborough location. They said sorry someone will call me. Someone called said they can't do anything. After begging they send someone to get it checked. On the report I got and the man that came told me their are bedbugs on the beds and passed to the couch as we are sleeping on our beds and coming and sitting on the couch. I told him we just got these like 2-3 weeks ago as a replacement. He said the beds we were sleeping it came from there and passed on the couches most likely.

Anyways,
The Bricks calls me back and tells me the time frame has passed and the report says their isn't any alive ones found, even though it mentions no alice's ones but there are bed bugs on the beds. Obviously you can't see alive once if I been cleaning and vacuuming it thoroughly every day as we are living in the house and have to keep it from coming at us to suck our bloods. Also they don't just always appear as they hide in fabrics. They have to tear apart the beds - which they didn't want to do but just say they can't fix the issue. Even though they report came saying there are bed bugs but no alive one found ( at the time the inspector came).

At this point i'm very tired having to speak over to multiple people at The Bricks repeating this story every time and no progress.

I have spoken to few girls at the reception very nice.

Harry the store manager was very very very very very very rude and was screaming at me over the phone and telling me what to do with my beds and questioning me of what I should have done instead of helping me with the situation ( Telling me to throw away my headboard) he had no right to tell me what to do.

I spoke to Sinthy ( not sure if that how you spell her name). She was pretty nice and did try her best to see what she can do.

Wendy - called me back and was very kind and sweet lady. Told me to reach out The Bricks and gave me some advice.

I'm very disappointed and so sad that I won't be able to shop with Bricks or Leon's again especially after this incident. Unless they are willing to do something about it.

I'm not asking them to give me brand new beds, asking them to help me get someone to fix this issue ( someone to come and clean these beds bugs) or take their beds back and refund me.
I don't want to put together new beds - I know how much work it was to put all the new furniture including these three beds with bedbugs together.

I just hope something could be done, but at this time and moment I have no hope with these stores. They just take your money and don't care about what happens to these furnitures and at peoples home. So sad!

Sincerely,

N. M

I bought a Samsung fridge from The Brick around September 2021 and it started developing fault around February 2022. I called the warranty service and a technician was sent it to assess the situation. The technician determined that the compressor was faulty and needed to be replaced. After almost 2 weeks, another technician was sent to fix the compressor. This technician determined that the enter fridge was faulty and there was no need to fix it, rather, he will recommend an exchange from Samsung. After almost 2 weeks of not getting any update regarding the status of the exchange, I called Samsung and they confirmed that a return authorization has been sent to the brick, they even gave me the authorization number. On calling the brick, they insisted that they did not receive the authorization yet and they can't work with the number I gave to them. After another week of back and forth they confirmed that they have received the authorization email and I should go to the store to pick another fridge. All this while, I requested for a loaner fridge pending the time my issue will be fixed but they said they don't give loaners neither will they compensate me for my spoilt food. On getting to the store, the sales lady that attended to me then mentioned that had it been I bought additional warranty, I would have gotten a loaner and also got compensated for my loss. I told her I bought extended 4 year warranty with the product but this was not entered on their system. Thankfully, I had the paper copy of my invoice with me which showed that I indeed bought the warranty. Apparently, they did not enter the warranty on their system and they never thought I would keep a paper copy of my invoice. How fraudulent! After I picked the fridge, I was then told I will have to pay for delivery. This was strange to me as it was not my fault that I got a faulty fridge and I had an extended warranty that covered that. When I insisted on not paying for delivery, the lady left me to do something else for almost 20 minutes. I had to raise my voice and almost created a scene before they agreed to deliver my fridge without me paying. Hiding my extended warranty from their system is a very fraudulent act, if I had not gone with my paper invoice, they would have insisted I did not pay for the extended warranty. The brick is a terrible store!

Read before u buy from the brick this is why so the 5 star ppl I'm not sure if that's correct

From day one back in early Oct me and the girlfriend went to the brick we paid for 5 brand new appliances the sale rep was asked some questions before i paid and one of them was do ur deliver team take the doors off from the fridge to get into the house he told me yes also told me I would have all my appliances before Xmas we were lied to after letting him know we are using a bar fridge and have no stove he said they will be in by then we only got our stove before Xmas I went to the store due to they never pick up the phone even calling like 25 to 30 times to find out that my fridge wasn't coming tell Feb now so I asked if they give loaners due to them saying my fridge would be before Xmas I got told no and they tryed to sell me another one that was ganna be deliver around the same time as my new one so I refused had to go on kijiji to get a fridge then my fridge shows up and damaged I told them to take it back then the fun starts during the week they went to deliver my fridge I'm at work and the girlfriend is home they tell her it's to big before taking the fridge off the truck and removing the doors or even better opening the box and showing her even moving the doors it wouldn't go but that's not what happened they walked to thier truck closed the back door and got in there truck and drove off with my fridge not even saying anything to my girlfriend I was on the phone at the time so I call Barton st the store where I got it from and after 30 times a girl pick up and was rude and laughed at me on the phone I called the head office and nothing I called st Catherine's and nothing so I went to the store the manager come out and acted like he was helping me but that was a slap in the face cause that didn't happen I was to get money back and he told the lady to mark the doors must come off the fridge I agreed also agreed to take down my review to show respect as I did I told him since they treated my girlfriend like that that now they do not call her phone they come threw me so this sat the deliver team shows up and before opening the box or doin their job he said it won't fix didn't even have a tape measure i told him it would since I use to deliver appliances I know how it works I also asked him to open the box and let me check he refused me and drove off again with my fridge I call the manager like he told me and things changed from there he didn't keep his word about them taking the doors off the fridge or showing me it won't so the one deliver team show me the box and with the doors off I have like 3 inch that is clear so the manager calls me and tryed to under cut me and now I need to move my fridge inside my house but yet I paid for delivery and installation and nothing is happening I even got a promo that came with it and the manager told me he would call me sat or Sunday and I received no call also sent a email to him this morning around 7am and it's 4pm and nothing so their good to take ur money that's all rest off the service sucks soon as u walk in it will be a lie the fridge that got refused the team took the fridge off and it was in front of my house he even had his tools to take it apart but with damage I told them no so if they where ganna do it why is this different and how could a company treat customers like that and if u have a problem u need to call them or email them shouldn't it be the other way around and on top of it isn't that my fridge I paid for it so if I asked for it to be opened should they do that since it's mine how do I buy something and u drive away with my stuff so for me the brick doesn't even get the one star I had to cause I needed to write my review also I think the broke the contacted saying Dec and it's Feb and i can't even get my fridge

The brick in thunder bay has a floor manager named Ken who clearly has something to do with the missing $20 out of $80 for delivery that customers are paying for their purchases to be delivered. But not telling customers it wi be 8 months behind because the brick has NO Delivery drivers or movers the brick truck doesnt move why is that? Someone needs to investigate why the brick is running a $#*!ty business here? I know this because my boyfriend was trying to help someone who was trying to help a manager at the brick just for ken to lie to their brick customers blaming the third party company they hired to help with the bricks mess in the first place. And when i heard ken blame my friends moving company giving us a bad name it made alot of us employees very disappointed in the lack of professionalism at this multi milliondollar business whose managers alcoholism is showing and now publicly known.
I think everyone should go get their money back andgo to dufrense or another furniture store that isnt a rip off to their movers for their own company and they wonder why ppl quit?
Drink some more managers blame it onthe third party movers who only tried to do your useless $#*! a favour. If only corporate knew really what you people have been doing at their store in the thunder bay location!
I would love to let you talk to my partner cause he is-traumatized by the events.
Getting a delivery to the wrong address more than once no thanks to the brick deliveries list that was given by the brick.
One customer called the brick and cancelled his order went to dufresne ordered his fridge and stove and got it delivered that day. The brickwas so slow they got it delivered to the guy who was pissed right off at thebrick. Cause it was aweek that passed by and it was not processed.
Give me the job at the brick I will clean it up myself. Deliver peoples stuff to them with my own truck for the $80 a delivery.
I am ready to go downto the brick fire everyone myself!

Our experience with Vaildehi ( VEE) Wes excellent, she was very honest and helpful, and made the shopping experience easy and helpful thank you VEE

My husband &I purchased a sectional sofa bed back on Aug. 24th/2020. We were supposed to have been able to pickup this item in mid October. I called because I hadn't heard anything, Only after I called was I told that there was a delay in the shipment and they advised then it would arrive in the beginning of November. I called again in mid November and was told again that it still hadn't arrived and it should be there before Christmas. I had made all the calls to this location not once did I receive a courtesy call to advise of the on going delay or was offered any apology for the inconvenience. A few days after New Year's did I receive the 1st and only call from The Brick's customer service to advise yet again that the item I ordered would be around at the end of January. Yet again the end of January came and went when my husband got a call the 2nd week of February that our item had arrived and to arrange to come pick it up. I called the Orangeville location and spoke to the most amazing customer service person that works in that entire store. Her name is Jessica, she was emphatic, understanding and the most professional person I have dealt with at that location. I explained that when we bought the sectional that it was going up North to our cottage and that we had no place to store it until the 10 to 12 feet of snow melted enough that we could pickup the sectional and have it delivered. She made detailed notes in the system to advise others that if there was any issues and someone tried to give away our sectional that us the customer was to be contacted asap. I'm happy to say that I had the pleasure to once again speak to Jessica today who happened to remember me and we worked out a pickup date for my sectional. I can say for certain that if I hadn't had the pleasure of dealing with Jessica these last 2 times I can guarantee that I was never going to shop at this store again. I think that the Orangeville Brick is extremely lucky to have such a wonderful, friendly and professional employee there is the only reason that I would go back. Her manager Tara and Francis need to know this and hire more employees like Jessica, she is truly an asset to your store and you need more employees like her. She deserves a raise and a promotion.