The Brick

The Brick in Sudbury was horrible customer service Asian girl that works there is useless can't even speak english and she smells bad

I have the worst customer service experience with Bricks where I have broken SOFA in my family room since May 2020 (today July 7,2021). It's been 14 months since I opened the 1st service ticket with Bricks service department of New market in May 2020. A rep visited my place after 3 weeks and assured me the repair will be done in 2 months. I followed up in Aug 2020 & they said due to the pandemic, the parts are delayed. So I should expect the Fix in Sep 2020.

I again started following up in Sep end and their operations manager (I think) apologized and assured me that part will come in Oct 2020 for sure.

I again started following up in Nov 2020 and the gentleman in the new market service department said the repair was already done. It was an extremely frustrating moment as I had already spent six months with broken SOFA. I visited several times and calls but their service department in NEW MARKET was always poor in response. They NEVER NEVER respond and work for customers. I asked them on what ground my ticket was closed in Nov when until Oct 2020 they said part is on it's way.

I even sent the pictures to prove to them that It's still not fixed, so how come they closed the ticket in their system?

I realised after 2 months of struggle that they were not interested in helping their customer, hence I opened another ticket (*******) from the website in Jan 2021. Again their contractor visited my house to take the same pictures. And this time i was given the tentative time for May 2021.

I started following up in May & they moved the service date in June. I followed up on June 1st week and they said it should be done in June last week.

Now today is July 7,2021 and no1 from the bricks service department is concerned. They have not acknowledged my emails. I called the Newmarket service department and the gentleman told me that his Ops manager is on vacation & he doesn't know how to respond.

He insulted me by offering $300 and closing the service request.

I still have no IDEA if there is any ACCOUNTABILITY within bricks who can address their customer. I feel like I wasted $400 by purchasing service from Bricks.

I request ALL BRICKS customers to NEVER PURCHASE THEIR WARRANTY SERVICE & never respond to their customers.

Bought an LG Fridge.
It quit on New Years Day.
STILL WAITING FOR PARTS AND SERVICE.
DISGUSTING SERVICE

My husband and myself bought a drake sectional from Brick in North Regina sask in October, The sales lady was great helping us get the best price for our purchase. Customer service ends there.
We were told that we would get our couch middle of November and then were told it wouldn't be here till beginning of December. I was called dec 5 saying that our couch would be at the store Tuesday dec 8 and they would like to deliver the same day. However were then told that the delivery procedure changed due to covid I get things change with covid but if they are not providing the same service that we were told when we purchased and also paid for delivery. We shouldn't have to pay full amount when the full service promised Is not provided. So we decided to pick it up and I called the store on Monday dec 7 to tell them that we were picking up and at that time she reassured me that our couch would be here Tuesday and could pick up anytime. Also received confirmation email and text. By this time we donated our furniture so didn't have a couch. We made plans to pick up Tuesday at 4 pm and I was called at 3:15 to say that it wouldn't be here till Friday. Needless to say I was not happy I asked to talk to manager finally at 6:30 a manager called back and gave me the excuse that it was mis communication with the rep that was talking to us and that it would be at distribution Center in Calgary and be in Regina Friday. Nothing we can do but have to wait for this just hoping that it finally shows up on Friday.
I asked the manager what she could do for our unconvience and she said I will put on your file that you have priority pricing in the future I said that's pointless cause I am not purchasing anything from them again. Even if manager would have offered free delivery after all this I might not be so mad. All she kept talking about was the priority pricing which means to get anything from this inconvenience I have to go back and shop there. I was so happy when we finally purchased the couch but has been a disappointment and headache ever since.

NEVER EVER BUY FROM THE BRICK! WORST SALES PEOPLE AND CUSTOMER SERVICE EVER!

When I first went to buy bedroom furniture, everyone was kind and smiling trying to make the sale happen, as I spent 5K+ just for the bedroom, let alone other furniture I purchased from there in the past!

Sale was made and everyone was happy but then assembly was improperly done and in rush! Then when I asked about nightstands that were not delivered, I was told that they're not in stock and some other people said it's discontinued! I had to go back to the store to better understand the situation, then I realized they were trying to sell me a nightstand that was on the floor ( everyone touching it and moving it) at the same price of the brand new one! Then when I refused, they said we'll try to find one in stock which I know it's NOT IN STOCK and they were trying to force me the one on the floor.

I then tried to change everything all together ( bedframe and nightstand) but they tried to make another sale to me while the problem was theirs not mine.

DO NOT GO TO THE BRICK OR YOU'LL BE SCAMMED!

We bought a sectional from Brick Furniture. Only first couple weeks the new sectional was comfortable. Later the foam cushions started to fall in, To sit where close to imposible. Brick Administratins told us: "WE DO NOT EXCHANGE OR REFUND". It just hapened that our relative has a Furniture factory in Toronto. We asked him for help. He examened the sectional and explaned that Brick was saving money by using a low cost 4" low dencity foam, about 1.4 LB with IDL12 And that foam was covered with 1" high density IDL40 or higher foam. Thats why the first filling is that cushion is hard and springy. He also explained that foam has two main factors wich comes together. It is "dencity" (measured in lb of a std cube of foam) and IDL (which is "firmnes" or deflection under std load). As an example the price of 24" by 24" by 2" foam may vary from $12 to $126. Brick Furniture is saving a lot of many by producing very chip sectionals which appears that thay are comfortable but only in the show room.

I purchased a Madison Sofa Table from The Brick located in Sarnia, which have two identical vertical lines impressed into the wood where something heavy and possibly square was dropped on the face of one of the drawers. I took pictures the day after I picked it up and sent them to The Brick, Sarnia location.

A customer service person first told me that she compared the picture to the floor model and that they are the same and that the marks are natural wood imperfections. This was a lie because there was no floor model. The sales person at the time of purchase showed me the website model that matches the coffee table and end table that I purchased because they didn't have a floor model out on the floor.

Then an associate sent me a picture showing the website model and told me they were the same, which they are not because the website model does not have two vertical impressions that go against the grain of the wood. Funny thing is that when he responded to me, he didn't cut out the correspondence between him and the first customer service person and tried to recall the email when noticed that they sent their conversation to me. In that conversation, without looking at the picture, she told the second customer service person that she had already denied my claim. She was not willing to acknowledge the damage to the drawer.

When I am still not satisfied and pointed out that the website model and what was delivered to me are not the same and that my purchase has two vertical impressions in the wood, which the website model does not have, the first customer service person who lied to me about comparing my pictures to the non-existing floor model, told me that no two items are the same with natural wood imperfections.

Has anyone ever seen two identical natural wood imperfections that are located in the same place, same length, same depth impression and same width? Never. These marks were obviously made by something heavy and square landing on the face of the drawer.

Satisfaction Guarantee? Not in my experience. The Brick refuses to honor their replacement policy of damaged items. I'm not even asking for the whole unit to be replaced, just the one damaged drawer. There are three drawers in total. I understand that the furniture came from either China or Thailand and that things sometimes get damaged during the shipping, but to out-right deny the damage and say its a wood imperfection, lie and say they've compared it to a non-existing floor model is bad business in my view. Here are pictures of what I received, a close up of one of the damaged wood impressions and the website model. Does the drawer look damaged to you or would you call this "natural wood imperfections"? I have never seen two identical natural wood impressions in the same place.

I went to the Brick store in Park Royal in Vancouver to order a new headboard & frame and a mattress.
First of all, the delivery guys came in the evening even though I was told to be home in the morning because of the delivery window. So I had to postpone all the plans and just sit and wait all day. Secondly, when the headboard and the frame finally arrived, they were missing bolts of the necessary size (they only provided 17 out of 29 bolts in the bag).

When I called the Brick's customer service in Park Royal, the lady on the phone told me that I can either wait for 2 weeks until they deliver the bolts to me or to go to a store and buy them myself and then I'd be reimbursed. I didn't want to wait so I went to the a few stores but none of them had the type of bolts that I needed.

I called her again and asked if I can come to the store and if they can give me the necessary bolts. This time she was very rude and literally yelled at me when I asked her to repeat what she said because I didn't hear. When I asked her not to raise her voice at me she calmed down a bit. The next day when I came to the store, the salesperson who sold the bed to me said that she wasn't supposed to tell me to wait for 2 weeks or go buy something myself. Looks like they were all saying different things.
Then I saw her in person and showed her the exact bolt and the exact quantity that I needed. A warehouse guy came to pick it up and check the availability. They brought me a bag with bolts and said they only had 8 out of 12 that I needed. The salesperson then went to get more bolts from the demo bed that I got. When I got home and opened the bag that they gave me, the bolts were of a wrong size... Needed to check it right in the store but didn't think they'd mess this up.

I called the salesperson again and he said he'll send someone to bring me the right bolts. They finally did but they brought the wrong number again, 2 bolts were still missing. I was still able to assemble the bed by replacing some bolts with the ones that I already had. Thankfully, it worked. By then, it's already been almost one week since I was sleeping on a mattress on the floor, since I got rid of the old frame, thinking that I'd quickly assemble a new one. This whole experience has been very frustrating and disappointing, considering that the Brick isn't a cheap store and I was expecting a way better service. At the time of the mattress purchase I was thinking of buying a new sofa from them too but glad that I haven't! After this experience I don't want to deal with the Brick ever again. Very unprofessional.

I have purchased roughly 7000 dollars worth of furniture and appliances at the Brick. Every time it was an awful experience but this last purchase is why I will never return.
We purchased a mattress as ours was getting old (the warranty was void because we did not have a center support on the bed frame - so be it). We purchased a memory foam mattress. It was delayed delivery. We tested it out on our 21 day trial but it was very hot so we decided to exchange it. We went to the store and they demanded we submit a warranty claim because the mattress had lint balls on it from the packaging it was received in. Ridiculous. But we did it anyway. Told we would receive a response in 3-5 business days. 2 weeks later we contacted to store to be told there's nothing we can do but wait. Called again the next week asked to speak to the manager, who is never actually available. The repeated phone calls go on for weeks. No call back, no email, no concern for a customer because the money has already been received. Eventually I got tired and went to the store in person, however I was not able to see the manager as she was "out". I received a call after about 4 weeks - the warranty claim for the lint balls is ongoing. See where this is going? We re-selected AND PAID for a new mattress but could not get it until the warranty claim was processed. We negotiated the ridiculousness of the claim with the manager for her to finally override it and allow the delivery of our newly selected mattress. The delivery was set for a date. The date went by… no mattress. Call again - this time we were told there is no delivery scheduled (despite confirmation from the incompetent manager). Delivery was not scheduled as we had not paid the difference on the mattresses (which we did- they keyed the credit card number in wrong).
This process went on from late September to early December. When we got the delivery of our new mattress it was a snowy slushy day and the delivery guys tracked mud and snow all inside of our house. We got them to leave it at the door so as to not track any more mud throughout the house - so we had to lug it upstairs ourselves.
Long story short:
The Brick employees and management have 0 customer service. They do not care about you after the transaction has been made - as long as you give them money.
They lie, deceive and hide things from customers. (Availability of management / timelines / warranty processes / etc.)
They do not respect timelines. (At all).
Their delivery drivers do not care about your home or the product they're delivering.
WORST COMPANY EVER. Do yourself a favor- Save your time and sanity - go shop somewhere else.
We will never return to this company.

Purchased furniture in Feb 2021 from Alicia at the brick in Brantford ontario. She was very helpful and knowledgeable, we were told the delivery would be in about 3- 4 weeks and that we would get a call the night before to confirm the delivery time frame. We were called on Mar, 23 and told that our furniture would arrive between 9am - 12 on Mar. 24, also received an email with the same information. On Mar 24 at approx, 10am, we received a call from the driver stating what he was on his way to drop off, it was the wrong items, we no sooner hung up from him when we received a call from a lady at the brick telling us that there was computer problems and that our delivery was not coming until between 3 and 4 in the afternoon that day, We explained that the time frame was no good as we had already made plans with our grandkids for the afternoon, that they can deliver it the next morning, she was very rude and told us that they only deliver to our area 1 per week, and that I had 3 choices, either take delivery after 3pm, wait until the following week, or cancel the order. I told her to deliver after 3, but was upset and called to talk to Alicia at the store, I had her cell number and called her, she was on her way to work. I explained my problem and she asked me to give her a chance to investigate and she would get back to me. Approx a half hour later she called and said that she had arranged a delivery for the next morning if that was good, and we say great thank you. The furniture arrived the next morning as promised, because of Alicias dedication to keeping her customers happy, I will definitely recommend her to all of our family and friends in the future that are interested in purchasing any furniture, thank you again Alicia

I have been a Customer of the Brick for almost 2 years now. I have had nothing but the most wonderful, experienced Ladies, help me with my purchases.
They know my budget. They know these are " Big Purchases, " for me and Emily, who I first met when I went into The Brick, when they were just opening at Charlottetown Mall.
I had no INTENTION of buying ANYTHING.
I went into look.
I found immediately, a Couch and Loveseat that had EVERYTHING I ALWAYS wanted.
I talked to Emily, the Amazingly Wonderful Sales Consultant and told her what I could afford.
SHE MADE IT HAPPEN.
She did not in anyway try to " up sell " me or talk me into more purchases.
Actually, I look at her now, as a Friend.
I recently went back, because I ALWAYS wanted a " Recliner. "
She found me the most PERFECT ONE, matching my other Furniture I had purchased, PERFECTLY.
You would think it was a " Set."
I ALWAYS found a Beautiful piece of Art, a Bookcase, and the same Lamp, that I love, from my previous purchase. I love it that much, I bought the same one, but for another room.
Again I told her what I could handle each month, AND AGAIN, MADE IT ALL WORK.
THANK YOU, EMILY. I CAME OUT WITH A TRUSTED FRIEND, AS WELL.
Than, Emily was on Vacation and I needed some quotes on MATTRESSES and got another FABULOUS Woman, Clarice.
She went up and beyond to help me with this situation and I am FOREVER grateful.
These Ladies know their stuff. They are willing to work with you to make your purchases, AFFORDABLE AND POSSIBLE.
I RECOMMEND THEM TO EVERYONE.
I HAVE HAD NOTHING BUT AN AMAZING EXPERIENCE WITH THE BRICK AND ALL DUE TO THESE TWO LADIES.
PLEASE GO SEE THEM, TO MAKE YOUR DREAM FURNITURE A REALITY.
THEY CAN DO IT, AND YOU ARE NOT PRESSURED ONE BIT.
THEY LOOK OUT FOR THEIR CUSTOMERS AND KEEP THEM WITHIN YOUR BUDGET.
AND, AGAIN I LEFT WITH TWO LIFELONG FRIENDS.
SINCERELY, LYNN MACNEILL

Terrible quality, terrible customer Service Experience! A warranty that is useless, keep away!

Aujourd'hui, la compagnie Bricks nous avait livré un nouveau frigo. Tout est correct, sauf que les livreurs sont partis sans ramener le vieux frigo avec eux.
À notre question, l'un d'eux a répondu qu'ils ne peuvent pas le prendre parce qu'il y a de l'eau sous celui-ci qui risque de mouiller d'autres appareils de son truck.
Or, quand nous appelons plus tard le service à la clientèle de Bricks, le représentant nous dit " parce qu'on ne coche pas dans le cas de ramasser l'ancien frigo, alors le livreur ne peut pas le faire. ".
Ainsi, à la lumière de deux versions différentes, l'une du livreur et l'autre de la préposée du service à la clientèle, nous apprécierions que la direction de Bricks trouve au plus vite une bonne solution pour ramasser mon ancien frigo, sans aucun frais supplémentaire, afin que je reste toujours votre fière et fidèle cliente.
Mes remerciements anticipés.

Les vendeur no 1,,mais service après vente,,,grosse merde,,,le paiement se prend rapidement mais la livraison se fait tjrs attendre après 2 mois de $#*!,,,je crois avoir toute entendue les défaite possible,,, repousser a toute les semaine Brick est passé maître dans l'art de faire perdre le temps au client,,dernière achat chez vous

Lauryn was the most professional a diligent home decorator i have experienced in 46 years.Go see her, the brick united blvd

Suite à la réponse que vous m'avez donné. Je suis extrêmement fâché et déçu que ça fait 5 fois qu'on aie pas reçu notre commode acheté chez Brick à Laval.Et jamais plus je ne retournerai à votre magasin. Aucun dedommagement face à cette situation. Mais de notre côté on paye notre achat.Je vais écrire à J. E. enquete pour dénoncer cette situation.

Aujourd'hui, Tommy, Nicolas et Jérémy m'ont fait une livraison à domicile (salon en L et table de centre). ILs ont fait un travail formidable! Merci et bravo pour votre professionnalisme et sympathie! B Mohamed - Gatineau

Service désagréable, il n'ont pas assemblé le divan comme ils auraient du, ils ont faillis accroché le ventilateur du plafond, et ils ont déposé les divan dans l'entrée en bloquant l'accès au salon. Pire service à vie.