The Brick Reviews 777

No point in buying extended warranty.
We purchased this for all of our furniture. We bought a couch that we were told “made in Canada and this is great quality”. A year into owning the couch it starting to sink on one side. After a while I realized it’s completely sunken in. Only on one side and not the other.
I wasn’t too worried as we have this extended warranty. So I finally made a claim. I was told this is normal wear and tear. Even though the one side is drooping and you cannot even lay across it. The other side is completely fine.

So honestly, don’t waste your time. Not to mention you will have to continually message to get a response.

I purchased furniture with warranty now the the sofa has a water stain called the brick to use my warranty the told me it is denied because of mis use I also purchased the protector for the fabric use it and still the furniture is stain this is not good
I work hard for my money and had no problem paying now I want to use my warranty I was told no this is bullshit

The Brick on Barton St in Hamilton has zero customer service. We spent over $8,000.00 and had nothing but headaches. Part of our order was 2 mattresses and 2 bed frames. We were told the frames were ready, but we would have to wait 2 weeks for the mattresses. About 10 days later they called and told us they have the mattresses but the frames went to another customer. After speaking with sales person again, we were told they would hold the mattresses and not deliver them until the frames were in as we are renovating and have no room. On delivery of our fridge and dining set, they refused to remove the old fridge although our sales person repeatedly said they would remove a fridge for free. We called and luckily were able to speak with the salesman who convinced the drivers to remove the fridge. After hanging up with the salesman, the delivery men then refused to assemble the furniture although our salesman said they would assemble it…then they brought in the mattresses that were not supposed to be delivered! I explained to them that they were not to be delivered, but they said ‘sorry they have to come off the truck’. At this point I am tired of dealing with it and said fine. I will find room. The next day we called again and spoke to our sales person who maintains his statement that the furniture should have been put together, and apologizes that the mattresses were delivered before the frames were in. Frames now will not be in until the end of June, two months after purchase. He apologized again and said he would talk to his manager and figure something out. 5 days go by and we heard nothing. My husband went there in person to speak with them, and they still had no answers but the frames would now be in on June 2… We decided it is not worth the hassle and no longer want to deal with the Brick, so we loaded the unopened mattresses ourselves and took them back to the Brick and asked that they cancel the balance of our order and we will return the mattresses. At this point they call out a manager who explains that THE BRICK HAS NO RUTURN POLICY! I explained the entire situation and that the mattresses were not supposed to be delivered and he said ‘YOU DID NOT HAVE TO ACCEPT THEM’ He refused to even entertain the idea of accepting the return, stating we could have refused delivery, which we tried to do. He also stated the salesperson should have explained this to us, which he did not. The same sales manager who did not know the mattresses were even being delivered because we spoke to the girl and she took them off the delivery (or so she said). I asked the salesman to come over to the manager who admitted he did not tell us this ‘no return’ policy. Even though the mattresses were not open, not supposed to be delivered, the salesman admitted not telling us, and I played the voicemail left in regards to delivering the 'fridge and dining set' with no mention of the mattresses. The manager told us that he is not responsible for the errors made by the salesman or the delivery department as they do not work for him and flat out refused to take back the mattresses. Now we are stuck with 2 mattresses we have no frames for, and do not want. I put in a complaint and someone called offering a discount of $100 for our troubles. The mattresses are $1500.00! I will not drop it. TERRIBLE MANAGEMENT and NO CUSTOMER SERVICE!
You will see a blanket reply from the Brick below, but no one has reached out again. I have left numerous messages and reached out to corporate office in Alberta. When they get in touch with me, I will update the post.

I am extremely disappointed with my recent bed purchase from The Brick. The quality of the furniture is incredibly poor, and the customer service has been terrible from start to finish.During the sale, I was forced to buy their expensive third-party assembly service under the promise that it would guarantee a "hassle-free" experience. This was completely untrue. To make matters worse, the staff lied about the return policy. Now that I am unsatisfied with this low-quality product, they are refusing to help or honor what was promised.The Brick uses high-pressure sales tactics and deceptive policies. Save your money and shop elsewhere.

This review is strictly on the Customer Service, that I have received from the staff, at the Collingwood, Brick and not the merchandise as I have not as yet received my delivery of the Furniture. Let me mention that I ended up choosing Canadian made and I am excited to receive the pieces and hope they last as long as the once I am giving away.
3 visits -
Let me say that at all times the service was top notch.
First time was with a gentleman, Kristian Daley, he listened to my request and happen to have exactly what I needed. When the table arrived it was not 100% one small problem and no issue I received new and they picked up the previous one.
I went back to purchase a couch set and Kristian Daley was off that day, and I was helped by Shawn Chartrand, who was every bit as accommodating as Kristian and spent a long time assisting me with measurements etc. I returned to the store with a new idea and again I waited for him as he was there and spent almost all afternoon together. It is a large purchase something I will have to live with for many years and he understands this and gave me the time I wanted to finalize my transaction with him and the Brick. I felt well taken care of and hope that I have made the right choices under his guidance. I would most certainly recommend either Gentleman to guide you through the tough decision of style, and material and color and more. Good choices when you deal with people like Shawn and Kristian, at the Brick, Collingwood. Thank you so much again for your time and patience.
PS I am in a service industry - I am in Travel and have been for over 30yrs. and I know all about customer service and patience, like calling and airline and being on hold for over 6-7 hrs. during Covid to cancel and change a flight and not just once. So believe me patience is very important and each person needs it in a different way.
Marion P.

Wish I could put -10 stars! They pawned off one of their used and stained matress, said they dont feel an exchange is necessary, the stain probably came from mud during the transportation in the truck (even though its wrapped in plastic). They offered me a discount or a store credit, as if I would ever buy from them again. ***Avoid the brick at all costs, you will be signing up for fraud!***

I rented my first apartment after being homeless for 5 years. Visited the Brick and bought a nice red couch. They delivered and it was used, the armrests had stains, there were stains on the cushions. And they tried to do a fix underneath, it was all wood underneath and a shoddy job at that. Nails sticking out and I had 2 kittens so it was dangerous for them. The pieces broke underneath. I ended up having to throw it out and sat on my kitchen chair for 6 months to watch tv, got a new one from Parliament Furniture. Store level they couldn’t do anything and head office was no better. They sold a used couch and did nothing!

If I could give a minus star, I bouth a Dining room set of 5.
It got delivered in boxes, I have to build it myself. That was not explained to me. Well than I can go to IKEA. I asked them to send someone to build it together. Brick team told me that would be an extra cost of $200.-. I was fine with that, no they want almost $500.-. What a scam, and it was a final sell, I can not return it.
Customer service very bad. The Brick will never see me or my friends again.

It’s honestly garbage!!! I bought a mattress from them and I’ve only been sleeping on it for three days. When I wake up in the morning, there’s already a deep dent where my lower back is.
I went to work and when I came back in the evening, the dent and sagging were still there and completely visible.

I seriously regret buying a mattress from them. I called and complained, and they told me that because more than 48 hours had passed, there’s nothing they can do about it.

Honestly, it’s embarrassing that your company only has a big name, because the quality and customer service are absolutely terrible!!!!!!

I posted about a sofa and loveseat I had bought from the Brick that had literally fell apart.Bought the extended warranty ( only a sham ).
Had a tech come look at it, said it was DRY ROT.
The Brick denied the warranty with no reason.
I am asking for a reason.
The Brick contacted me today saying they would not
look at it again.
I guess ripping people off is part of their business plan. And people please stay away from the Brick not only for your financial well-being but for your mental health as well.

Ordered paid for delivery set a date date is now 4 days later im out of town working now loss $400 to take that day off drive back wait for delivery then drive back to work not a good deal buying here person didn't even care or offer any compensation

I was told they will deliver the sofa on Wednesday then I did spent my whole day waiting on them, cancelled my plans for the day, kept tracking on the Brick app. The app showed the time frame for arrival from 1:15pm to 4:15pm. Then later at 5:40pm they sent a text message saying they are cancelling the delivery!!! When I called the customer service they said i cannot reschedule now for the next delivery i still have to wait until tomorrow to reschedule!! Customer service said the person who's in charge wasn't feeling well. My question is do you guys have one person for the job, given that we paid the delivery service? Am I going to cancel my plans of the day for another another whole day waiting for this?? Am going to wait for some more days for the delivery?? This is Frustrating!!

Sold by sales person from The Brick in Collingwood a stackable washer dryer combo brand BLOMBERG . Dryer faulty from start. Several repair jobs since purchase and waiting 3 months for a part that has yet to arrive. Customer Service in The Brick no help and when asked to speak with owner told no talk Warrantee Dept and ucky if you can get through. When you do after several follow up calls to the Warranty Dept. everyone makes promises they can't keep. I should have read reviews of The Brick before I purchased from them. Never again. I will stick with Home Depot where I've received much better customer service.

I I called your store in Gatineau to inquire about an item I purchased that was delivered yesterday. Unfortunately, your delivery men were unable to bring the box spring to the 2nd floor. We also attempted but it did not work. I own an old home and the stairway is a tad narrow.
The customer service rep advised me that they did not have a return policy. I then asked to speak to a supervisor and/or manager - her reply was there was no one available and that she has been an employee for 6 years and they do not take back bedroom items. I was SO not impressed with her attitude or service -I hung up & proceeded with your online chat.
I was speaking with Ulrich who assisted me enormously and made the return experience seamless ! I sincerely appreciate his time & effort.

They have no problem taking your money but what they don't tell you is that if you don't live in the city and you pay for delivery, they're just going to drop it off and not put it together.

Customer service is all about blaming the salesperson and the person that arranged the delivery.

I don't recommend purchasing anything from them!

From the sales person Donna wich knew her stuff and was very helpful.
The delivery guys were excellent.
They took my old machine and helped me put the other one in place. Received excellent service from all. Thank you!

My husband and i were in the Nrick in Brantford today to buy a new bed and mattress. We had to reps help us Josh and Alisha. They explained everything that we needed to know. We were so pleased with their customer service that i reccomend anyone going to buy something there to ask for Josh or Alisha. They are super reps and i will be asking for them for help with another purchase when the time comes

So l had put a bad review for the brick because of my sofa looking dirty and used . But l just got off the phone from the brick and l am so happy they are sending me a new sofa and taking the old one back . Thank you so much l was just so upset. But happy now l have been buying from the brick for about 40 years or more and never had this problem. Thank you again
Robin

If I could give them half a star, I would give them half a star. It's terrible. I waited three months for them to fix the chair. They "fixed" it and brought it back, and it still shakes as if they didn't do anything. I'm outraged. Worst service ever.

Seems a bit pricy, but the selection is great