The Brick

I want to compliment the guys who delivered my new washing machine from the Duncan Brick to Lake Cowichan. They were friendly, courteous, efficient and very strong. The whole procedure from removing my old machine to installing my new one went so smoothly. I enjoyed their quick visit.

Don't buy anything from them, never buy warranty. When you want to buy something they try to convince you to buy warranty, when you want to use it, show you one hundred reasons that you can't use it, if it's not fraud, what is that? If it's not rubbery, what is that?
Poor quality, awful customer service,
Disgusting company, hate it

Do not buy the extended warranty, whatever you do! They make it sound so great at the time of purchase as if they will replace anything... WRONG. We have a 4 year old couch that costs over $3000 in store and it started pilling badly. Well, because we didn't do the warranty claim at the first sign of pilling they will not honour the warranty. WHAT? Since there are multiple signs of pilling and ripping, they won't do anything. Absolutely absurd. Oh, and it took FOREVER to get someone out here, the guy would call but wouldn't leave a message and it comes from a random phone number so you have absolutely no idea they are even calling, then I got a lovely email from someone at the brick saying LAST WARNING, as if they were actually providing customer service and calling and leaving a message. I've been waiting on someone to call or email back regarding their ridiculous decision on our warranty and crickets. TERRIBLE customer service!

I bought a cooktop stove two weeks ago at the langford store. The salesman gave me the wrong information on the installation process. He took down my phone number wrong. After i waited a week for the install i contacted the brick to find out the installation company was given the wrong information. I waited another week and called them again. I was then informed I have to pay another 55.00. For the install. Waiting between 15 min to 45 min every time I phoned the install services (5 times). What a hassle i went through to buy and get a cooktop stove installed. Their only response was sorry for all the confusion.

Their website is horrible they didn't want to deliver my stove cus the sales person forgot to add in 15.00 to take my stove away on my invoice! And i couldnt do it online because their website sucks! Honestly for 15.00 that i could pay when they deliver?! Customer service wont do it for me. And i bought a fridge and a stove from them?! Are you kidding me? 15.00?! Wow!

I ordered furniture from brick and was completely satisfied from beginning to end. When my furniture piece and tv were delivered, during covid, the gentleman were excellent. Hence I suggested brick to a friend. She ordered a tv and stand also but unfortunately the delivery men barely put the articles inside the door, in boxes and everything. My friend is a senior living alone and she asked the fellows how she would install everything. Of course the answer was, not my problem. Now brick is charging her over $100 each item to come and take items out of box and plug in the tv. To be honest they should be ashamed.

Had an online chat with Kerrie P June 9th 2023 and it took a few minutes to get the help I needed. Straight to the point and my concern was taken care of on the spot. I do want to say, I had the same experience on Jun 7th, but unfortunately, I can't remember who it was that helped me. Figured I would mention that experience as well.

My wife and I got a fridge yesterday with best options and price and Mr Peter was patient enough to the end till my wife choose what she wanted and Mr Ibrahim gave us the best discount possible. I do recommend it for everyone.

We bought a stackable washer and dryer from the Brick and purchased an extended warranty. The washer is 2 years old and needed servicing for a leak. We initiated a phone call on Sept 20,2021 and it was 6 weeks later when a service man arrived only to say he had the wrong part and we may have to wait another 2 weeks. OMG. 8 weeks to repairs and phone calls to the brick were useless and we were unable to get hold of the service business. Terrible service and unacceptable for that length of time to get fixed. We, our family, friends etc will never buy anything from the Brick. They get your money and don't care.

I recently got a sofa and I'm very satisfied with their service this lockdown their online services very helpful. Especially their employees I was talking to one of them named Kan, he was very helpful and well behaviour.
Thank you for all your help Kan

I purchased Stearns & Foster mattress
January 7th waiting on the third mattress transaction with employees are very poor let me tell you about the mattress, that I found out. If you purchased a Stearns & Foster mattress on the specifications of mattress what it comes with or made with it's not true. My experience purchasing a mattress even speaking to management sales rep they do not know what they're selling you. Because no one could give me a straight answer, so if you purchased or buying a Stearns & Foster mattress call The Brick or be worry or careful I will not recommend... i will not shop at The Brick again

Worst experience ever. Will never shop at the brick again. Poor customer service, they don't answer their phones resulting in you having to make the drive in to actually talk to them in person and each person you talk to gives you a different story. Won't honour warranty on old sofa to purchase a new one and it was like pulling teeth trying to get them to price match on the new sofa purchased. Even then they couldn't agree on a refund price for the price difference and essentially called me, the customer a liar. Not even worth the one star I gave them.

I purchased a bed which COLLAPSED despite the 700lb weight capacity. It took over a week for the Brick to book a time to come in and inspect the bed and then another two weeks for someone to pick it up for disposal/return. When it came to the reimbursement the Brick was unable to reimburse the delivery or installation so I lost $200 in the process. I understand if reimbursement of delivery/installation is against policy but there was no alternative compensation offered. What a disaster, it is lucky that no one was seriously hurt when the bed collapsed. This was my first and will be my LAST time dealing with the Brick.

Purchased a LG fridge with an extended warrenty, died < 4yrs. Service tried to fix it 6 times! Still broken. King and State finally offered me $700.00 to replace it via the Brick. What company thinks I can live without a fridge for 2-3months?! K+S is offering the fee towards a replacement, the Brick refuses to put the $ towards anything else which I would prefer... Pathetic. I will never shop there again!

The company is a joke! They don't honour their insurance, I had a problem with my couch within a year, they send over the "couch doctor" and he sits on my couch, tells me it's probably the foam, doesn't do anything else and he's gone in less in 5 min. The brick says they wouldn't cover it tried saying it wasn't covered. How is not covered when you buy a new couch and within a year the support is gone. They are will rip you off

I moved from bc to alberta and had to purchase all new furniture. I went to the brick in Red Deer to purchase livingroom bedroom and kitchen furniture. Initially i was quite unhappy with the service until i happened to talk with a very excellent customer service sales rep. She sorted out all my complaints to my satisfaction. Went above and beyond to satisfy me. I just recently purchased more furniture for a second bedroom and again Danielle G showed excellent customer service and made me completely happy. This young lady is the reason I went back to the Brick for more furniture. They should be very proud to have her working for them.

This company is the worst. There company name really suites there products. THE BRICK. Sinks right to the bottom. They sell after market products. No one in customer service knows what they are doing. Two couches which i bought both had to be reshipped again. After maunfactor defects. People. Please spend the extra $1000 or more and get QUAILTY products, Just not at this store!

Once you paid them, they avoid and ignore you. Installation and pickup was included but it wasn't done. They give you the runaround and keep changing their answers. I have zero confidence in them and don't believe what they tell you, because once you paid them it's over. If you must purchase from them make sure it's COD to ensure they complete their tasks!