The Brick customer care and support service

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• Do not buy from The Brick, we have purchased 5 things from them at the start of May. We have received one item. Every time we call it is in stock or being delivered that week and we will hear from them soon.
  Now we are told two more weeks for two items and four for our last. We do not trust any of this since they keep telling us we are getting it that week.
  Plus I have paid for everything at the start of May only being told one item would take a bit to deliver.
  I have purchased many of my applicances from the Brick previously, and found it not great. However this is ridiculous. I will not purchase there again. Horrible customer service and everyone is full of it.
  Plus I can’t go into the store and get anything because they don’t hold stock.

• I wish I could give them zero stars. We have purchased many items from the brick and have always had some
  Issue. However in November of 2015 we purchased two couches and a five year warranty. After a few months the couches started to fall apart - I mean stuffing was coming out and the lining was disintegrating. They came and "fixed" it. This happened about 5 more times in the next few years. Fast forward to June 2019 a guy comes and takes pictures because at this point the couches are literally falling apart. You can feel the wood and springs and one of the arms has zero stuffing. Anyway they said they couldn't fix it but they would give me a credit of 1400 plus tax for new couches with the caveat being they take the old couches. Fantastic old couches gone and new couches in! I was shocked that they actually did something right. My husband and I picked out couches, went to fill out paperwork and obtained a credit card from the brick to pay the balance in installments. Well covid happened and they were unable to deliver (which is totally fine as I don't want people in my house anyway). Anyway they came yesterday at 1:45 and came into the house and refused to take our couches as they were too old. 4.5 years to be exact. They wouldn't release our new couches That we paid and They drove off. For the next 3 hours I was arguing with the brick. They told me our couches were contaminated, full of dog hair and urine soaked. I literally lost my mind. There is NO URINE Anywhere on the couch and our dog is hypoallergenic. The drivers saw a dog and kids and that is what they told
  The brick. I said they are breaching their contract then the manger said if you want to get lawyers involved I'll have mine call you and you won't get your couches. I said all I want are my couches and never use your company again. STAY AWAY!!!!!!! They are terrible.

• I’m customer of the bricks from last 7 yrs. I never had any issue with any products I bought. But recently I’m having issue in my sofa. I don’t know is this only me or other customer are suffering with poor customer service.
  Whenever I email to customer service representative they dont reply of my email in a week. They take one week to reply of my email and that reply is a like short one line message and always it’s negative. They denied my claim and after I ask she reply I will dispatch tech to fix the problem. But they dont wanna fix my all problems.
  I don’t recommend anyone to go there

• First of all it would not let me remove all of the stars, which is what I wanted to do. I order a new fridge on April 13, 2020. They did deliver right away, but, the fridge they sent me had two very big dents in it. One on each side. I sent it back as I was not paying that much money for something that was dented. I have been waiting every since for my new one to arrive. When I call the store I get told that the manufacturer has pushed the date of it being shipped back. I called The Bricks Headquarters to complain and you get put through to a number where you have to leave a long detailed message and then they will get back to you in a couple of days. I was asked by the store that I bought the fridge from if I would like to order a different one. I order the one I did for a reason. There are a lot of The Brick stores out there. Surely they would be able to get the one I ordered shipped to them from one of the other stores. I don't know if they realize it or not but most people can't afford to order something that expensive if they don't really need it. If anyone asks my opinion of my experience with this company IT WILL DEFINETLY NOT BE A GOOD ONE

• I am so very disappointed. You release a flyer and then discontinue the products? I was absolutely heart broken as I had found the perfect peice....only to learn that you don't even carry it??
  Very disheartening.

• Horrible my call never goes through and someone keeps hanging up

• I was very upset with customer service at Brick Milton Ontario location. I purchased sofa waited 3 plus weeks and got wrong one because of sales person at Milton locations mistake. Waited another 3 weeks to get it.
  Now when I purchase he forced me to buy a an insurance policy for credit protection which I refused but he forced me to have it and promised me that it's not going to cost you a cent if you could cancel it within a month . You will get free key chain and blah blah blah...
  I did went to his store taking half a day off from work. He did cancel but I got charges on statements. I contact TGI (it's insurance company) and inquire about they said salesman are not authorized to cancel the policy so its not cancelled.
  So salesperson lied to me about canceling the policy.
  He forced me to have it. I contacted the manager at location introduced me his name SAKET"
  Mr manager instead of accepting his responsibility and his salesperson's mistakes and their forced tactics he blame me that why did I sign papers.
  I signed it because his salesman was forcing me and promised me that it's not going to cost me.
  When I said he had forced me to Mr smarty pants say how do I believe you.
  So my question is that no body told Mr manager that customer are always right. How he became a managers.
  I spend $1500 buying sofa and took a one year to pay how in the world that I could afford a luxury of $30 a month credit protection? I wait half an hour in the line to buy gas because its 4 cents cheaper. Every week we look and wait for a flyer to have a sale price on groceries for children.
  How the hell they do that to us. No honesty. No moral values.
  Hope some one read my frustration.

• We bought all our home furniture from brick including mattresses during 2014 and 2016 one invoice no. For 2014 is given above. But to our regret that despite of our constant follow up and sagging mattress situation nobody responded timely manner and went show room in Langley to get help but so far we are not getting any concrete solution replacement of mattress or rebate store credit because mattresses have sagged in three years time.

• I am writing this because I have continued to have zero luck over the phone and in person. On December 27, 2019 I put in a claim for my furniture to be reviewed under warranty purposes. The claims department was pretty quick to respond and was able to inform me that they would send a technician out to inspect the furniture. The first technician that came to my house showed up January 17 /2020 to inspect the furniture condition for warranty purposes. While he was there, he informed me that the leather on the couch was cracking and fading. The technician also mentioned that the structure was in poor condition. He said to me I hope The Brick will help you out with this. So, I patiently waited a week and heard nothing – so I decided to contact The Brick to see what was going on with the inspection. The Brick employee on the phone informed me that the case was closed because there were no findings- and the technician had only submitted one photo with no paperwork. So, I then voiced my opinion as to why would the technician say one thing and not follow through with his job.? So, The Brick employee said they would send out another technician for a second opinion. Now this is the second time I have had to leave my work to accommodate The Brick poor services. The second technician came Jan 28 / 2020 and did not take his shoes off when entering my home! The technician came into my unit and walked over to the couch and said ok- I explained that the structure of the Chaise was not intact. The technician was there for maybe a minute and then left. So now I have wasted two days of work for someone to come in and say literally nothing. The Brick then calls me and says they are sending out another technician to come check out the repair team to see what is needed. So again, I accommodate the time given so I can get this couch fixed and move on. The Repair technician was scheduled for February 1 and I was given a 1-4-hour window. Surprise the guy did not show up within this window- when I called the company who originally called me to set up this appointment there was no answer. I called him three times from my work – because I had to get someone to meet them there as I work 7 days a week!! I was extremely upset that one this friend of mine waited are for this four-hour window for no one to show up. I finally got ahold of the repair technician and he informed that it was snowing- like how is this relevant to anything? I said ok you are now 45 minutes late are you still coming as I have someone there waiting which is now a huge inconvenience. The technician said yes, I am on my way. The technician arrived another 30 minutes late and when they came into the unit, they stood there not knowing what to do. How do I know this since I was at work? The person I had there waiting sent me a video of these technicians which seemed clueless and were there for maybe 20mins. At this point I felt hopeless with any results with the lack of effort that was put in for all members included. I decided to reach out to The Brick yet again since I have heard nothing and its been two weeks since the repair technicians were here. The Brick employee informed me that this whole situation was ridiculous and that she is the one who reached out to the repair technician to see the status since they did not update anything from there end. She then informed me that the part that was to be ordered was on back order for 90 days- how am I not surprised! She informed me that if the part was going to take this long, she would speak with higher management to give a credit since this just keeps continuing. I was super appreciative that finally someone was doing something. She then contacted me a week later and told me the part was available and they would be contacting me to set up and appointment. I finally got a call February 25/2020 to set up an appointment for this coming Saturday since they don’t work evenings and I work throughout the day. When I asked what time, they will be coming they told me they would contact me that morning around 10am to let me know then the four-hour window. Like is this really how The Brick conducts there busy? I have been nothing but accommodating for The Brick and all I have got in return is inconvenience. So yesterday I said I am going to go to The Brick and face them because I need answers! Well no surprise yet again I got the run around and was told they would look into it and contact the company doing the repair to get a more narrowed window. The Brick employee took my number down and said she worked till 9pm and would make sure she would reach out to me before her shift ended to let me know what was going on. Well SURPRISE no on called! It is now February 26/2020 at 3pm and yet still no on has contacted me to let me know what is going on. I would not recommend anyone ever buying The Brick warranty or business as they do not want to honor it and the technician, do not do their diligence in providing customer service. Very poor on The Brick’s behaves to let third party companies treat paying customer with such manner. As it stands now, I have no idea what is happening with regards to the weekend.

  Spoke with manager at the whitby location which lied on the phone to me and I caught him- then said he is following protocol and his hands are tied but will offer me whatever I want in store at cost. Why would I come in and purchase anything after not standing behind your product and honoring your warranty.

• Horrible customer service and management the brick chrislea road in Woodbridge Ontario rude not very helpful or knowledgeable sent me a defective bed and expected me to exchange pay all costs and arrange the assemble and disassemble have been without a bed since purchase never again