The Brick customer care and support service

The Brick is one of Canada’s largest retailers for home furnishings and mattresses. They also sell appliances, electronics all at affordable prices and with great quality.

From TVs, sofas, tables, to mattresses, The Brick is a one-stop-shop for almost anything you need for your home. They also have warranties and trial periods so you’re 100% satisfied with your purchase.

The company has been around since 1971 and has a head office in Edmonton, Alberta. They have several stores that go by “The Brick Mattress Store,” “The Brick Super Store,” and “The Brick Outlet,” where they supply a variety of products.

The Brick Customer Care and Support Services

To send mail to The Brick, you can reach them at their address at:

16930 114 Avenue NW
Edmonton, AB
T5M 3S2.

You can also send them a message through their contact form, which you can access here.

When you send a message through this option, make sure to send it to the department or store that is most likely to help you with your particular problem.

You will also be asked to specify whether you want a Brick team member to call you or email you to respond to your message. A representative will get back to you within 2 working days of your message.

If you want to chat with The Brick regarding any questions or concerns you may have with regards to sales, products, promotions, financing options, delivery repairs, billing, and statements, you can click here.

If an agent is not available to chat with you, you will be provided the option to send them an email. An agent will get back to you within 24 hours.

To learn more about The Brick’s response to COVID-19, click here.

To book an in-store consultation with The Brick, you can click here to book an appointment. A representative will get back to you to confirm the timings.

To book an appliance repair or installation, you can call at 1.888.930.6396 or visit this link to schedule an appointment.

The Brick Locations and Contact Details

The Brick Warehouse has more than 220 locations across Canada. See below for the details for some of their outlets, distribution centers and stores.

Alberta

Edmonton Distribution Center

11411 – 170 St

Edmonton, AB T5M3Y6

  • 780-930-6252

Calgary Distribution Center

5500 22ND St

Calgary, AB T2C3G4

  • 403-723-6500

Airdrie

73 East Lake Ramp NE

Airdrie, AB T4A2K4

  • 403-221-0290

Athabasca

5206 50 Avenue

Athabasca, AB T9S1S8

  • 780-675-3752

Barrhead

5026 50 Street

Barrhead, AB T7N1J5

  • 780-674-8602

Bonnyville

5102 50 Avenue P.O. Box 6947

Bonnyville, AB T9N2H9

  • 780-826-6304

Brooks

1027 2nd Street West

Brooks, AB T1R0N9

  • 403-362-7164

British Columbia

Delta Distribution Center

7555 Beedie Way

Delta, BC V4G0A5

  • 604-415-4900

Abbotsford

2067 Sumas Way

Abbotsford, BC V2S8H6

  • 604-504-1771

Campbell River

2171 Island Highway

Campbell River, BC V9W2G6

  • 250-287-7778

Castlegar

4445 Minto Road

Castlegar, BC V1N4E7

  • 250-304-2700

Manitoba

Winnipeg Distribution Center

1065 St James St

Winnipeg, MB R3K0K5

  • 204-788-6500

Brandon

1858 – 18th Street N

Brandon, MB R7C1A5

  • 204-726-9225

Morden

570 Stephen Street

Morden, MB R6M1T7

  • 204-822-4437

Swan River

619 Main Street

Swan River, MB R0L1Z0

  • 204-734-4541

New Brunswick

Bathurst

1165 St Anne St

Bathurst, NB E2A 6X1

  • 506-548-2500

Fredericton

1381 Regent Street

Fredericton, NB E3C1A2

  • 506-247-0037

Moncton

75 Trinity Drive

Moncton, NB E1G2J7

  • 506-777-0600

Saint John

Unit Y011 519 Westmorland Road

Saint John, NB E2J3W9

  • 506-978-0122

Northwest Territories

Yellowknife

312 Old Airport Road

Yellowknife, NT X1A3T3

  • 867-765-0605

Nova Scotia

Amherst

21068 Hwy 2 Fort Lawrence

Amherst, NS B4H3Y5

  • 902-660-3203

Halifax

192 Chain Lake Drive

Halifax, NS B3S1C5

  • 902-536-0606

New Glasgow

280 Stellarton Road

New Glasgow, NS B2H1M5

  • 902-752-0309

Ontario

Mississauga Distribution Center

6765 Kennedy Road

Mississauga, ON L5T0A2

  • 905-696-3465

Ajax/Durham

Unit A4B 40 Kingston Road East

Ajax, ON L1Z1G1

  • 289-255-1006

Barrie

52 Caplan Avenue

Barrie, ON L4N9J2

  • 705-721-4106

Belleville

200 Bell Blvd.

Belleville, ON K8P5L8

  • 613-967-1006

Brampton

188 Clarence Street

Brampton, ON L6W1T4

  • 905-454-3100

Prince Edward Island

Charlottetown

455 University Avenue

Charlottetown, PE C1A4N8

  • 902-894-8866

Quebec

Montreal Distribution Center

10001 Metropolitan Est

Pointe-Aux Trembles, QC H1B5Y3

  • 514-881-4100

Anjou

7999 Boul. Les Galeries d’Anjou

Anjou, QC H1M1W9

  • 514-352-9600

Boisbriand

3400 Ave Des Grandes Tourelles

Boisbriand, QC J7H0A2

  • 450-420-4224

Drummondville

870 Rue Hains

Drummondville, QC J2C7Y8

  • 819-473-7040

Saskatchewan

Battleford

2731 Highway 4 North

North Battleford, SK S9A3E6

  • 306-446-3433

Estevan

#3003 400 King Street

Estevan, SK S4A2B4

  • 306-634-7211

Humboldt

640 Main Street

Humboldt, SK S0K2A0

  • 306-682-2207

Moose Jaw

10 Chester Road

Moose Jaw, SK S6J1M2

  • 306-692-9520

Yukon

Whitehorse

125 Industrial Road

Whitehorse, YT Y1A2T8

  • 867-668-4544

To find more stores and contact the one closest to you, click here to use The Brick’s store locator.

You will have to check with each individual location to confirm their open hours, whether they have pickup and delivery, and whether the store has in-store shopping during COVID-19.

The Brick Help Centre

To find answers to frequently asked questions, learn about making a purchase, online buying, delivery, pickup, installations, policies, warranties, services, and financing, you can click here to visit The Brick’s help centre.

Social Media Platforms

Social media platforms are a great way to connect with companies, learn about any upcoming deals, changes in deliveries, COVID-19 updates, or simply ask questions or connect with those who’ve purchased products from the company before.

Another special aspect of The Brick’s social media platform is that they allow you to share design ideas and show off the ways in which you’ve used their products throughout your home to help inspire other people.

See below for the links to The Brick’s social media platforms.

Conclusion

Hopefully, you’ve found the information you were looking for in order to get in touch with The Brick’s customer services.

Remember, when dealing with a representative from a store, keep in mind that being patient, cooperative, and understanding helps both you and the agent come to a productive solution for any problems you may be facing.

Customer care reviews
Average Rating
55%
 2.8/5 (44)
 2.8/5 (44)
 2.7/5 (44)
 2.7/5 (44)

Review the The Brick customer service

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53 reviews

  1. I purchased sofa from brick in Milton Ontario on December 2019 during boxing day sale. Was delivered on end of January.i found stiches are peeling off contact brick in March person showed up on mid June 2020. Promised to come back and fix or replace in 2 weeks I made contact with brick customer service and they promised me to be fixed by 26th of October 2020. Now it’s November 10 and still waiting for their service.
    You can decide is it worth spending your precious money and time at brick?
    Very disappointed. Would never ever shop again at brick and would never recommend any of my friends or family members to shop at brick.
    Very stressful very frustrating experience. I loose.
    Thank you Sincerely
    Hanif Gangat

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  2. I spent $3000 on a mattress and bed set plus 2 pillows that the sales agent managed to upsell us on. We tried the pillows in store and they felt comfortable so we went with it. When the order arrived the pillows we got were much larger and fluffy. We tried the pillows and made our necks hurt so we made the decision to change for a smaller size the next day. When we got there the sales associate laughed saying they don’t exchange pillows and that we should try selling them to someone else…. then we spoke to the supervisor and said these pillows are not what we ordered and would like to exchange them for smaller size. She again repeated we don’t exchange pillows. Now here’s the sketchy part earlier that day we called to confirm we could return the pillows and the person on the phone said you can return the pillows within 7 days. This happened at the brampton brick and the person name was Maria. Really frustrated about this experience and wasted 200 dollars. Please stay away from this company.

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  3. Hi There,
    Where Should I start.. I happen to buy Furniture from Kirkland based the Brick Store and Staff is so rude.

    First of all, they make false promises about early deliveries , take order and start deducting amount , even without delivering product.

    I got broken Dinning and Bed after one month and now they are just lying on floor because I don’t know when I will get the replacement for the broken pieces. But They still deduct payment every month.

    How you can take money without providing services? If you don’t have merchandise then say so, you don’t have to be rude when Consumer goes back and tells you that I got a broken piece or my order is not there yet. Its not for free , you are charging us .

    The customer service staff of Kirkland is pathetic. They don’t even talk to you. They will never pick Phone. And the number (855) 333-3230 for complaints , never works. Pathetic Brick.

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  4. Recently my husband & l purchased a fridge & stove from the Brick. The salesperson Deanna was very helpful. She took the time to explain the products & their functions. Thanks again Deanna for your help. Can’t wait to receive our new appliances. We understand that because of covid we might have to wait a little longer. Please be patient everyone.? Happy customers Bill & Sandy

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  5. Ordered a fridge on July 15th and have still not received it to date (Oct 1st). No updates are given and you have to keep sending emails and then get told that the date is delayed due to the manufacturer. Absolutely the worst experience ever and never have had to wait this long for any product. You can get the same thing from BestBuy or other stores…better to pay more and buy elsewhere.

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  6. Absolutely horrible experience. Have bought a lot of my furniture here. Will never shop here again.

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  7. CAN’T TALK TO ANYBODY @ tHE bRICK IN kIRKLAND ??!??
    I call about 9 times in 4 days nobody ever pick up the phone not even the receptionist I left MANY message since Monday we are Thursday night nobody ever called me back turn on my old customer of this store I never saw something like this are they on the verge of bankruptcy they want to sell or what they can sell and Say Goodbye it’s not normal not wanting to answer?

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  8. DO NOT BUY from Brick …. at least for the moment !! Got my first appartement this summer so I got brand new appliances and so far I’ve been living almost 3 months with no fridge and oven !!! No notice from Brick, I’m the one who have to call every time… And every time I’m told my appliances are going to be in stock in a week and yet still nothing! This morning I talked to them on the phone I was told my fridge is coming on September 14 and 10min later I talked to another person on the Brick Chat and I was told the fridge will arrive between the 10-15 October … obviously one of the two is lying here ?! Yet Brick continues to take their money out of my account every month so at the end of the day they are absolutely not affected by this, only the customer is affected here !

    My location: Quebec

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  9. The worst customer service I have ever received from The Brick. Requested the store manager to call me and still waiting over a week; every time I call the store there is no answer. Chatted with an agent through chat and his response was that I have to be patient for an item that was to have been delivered. Whether it’s Covid or not, items should be at the warehouse available for delivery.

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  10. I enjoyed the buying experience, it is the delivery and disposal of the old bed I have trouble with. The two gentlemen arrived with the driver rushing as fast as he could move, and neither had any ppe. They had no mask on nor gloves, in this trying time. I paid for the disposal of the old mattress, they left the box spring behind along with the old frame with wheels behind, they also left the rapping and such from the new mattress behind. As a wheelchair user, I paid to have this done for me as I am not capable of doing it my self. Why do you charge money for things you have no intention of doing, and why do you allow your workers to enter immune compromised homes with no protection for the worker or person they are servicing?

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  11. My experience so far with The Brick has been absolutely terrible. We recently spent $2600.00 on new appliances for our kitchen on July 2nd (now August 4th). The first delivery included our dishwasher and stove. In the coming days when the installers came to do the dishwasher they informed us that it was damaged and that we would need to get a new one. Therefor, we had to organize another day to get the new dropped off and the old one picked up. Then we had to organize another day for the installer to come back to perform the install. Today that same installer came back to put in the new one only to inform me that this second dishwasher that has been dropped off is damaged too. This means that we are going to have to go through this whole process for a third time. Both of these previous drop-offs and installs have been a major inconvenience seeing how we split our time between Calgary and Edmonton. I am now taking a half day off of work to go drive down in person to The Brick and try to get this chaos sorted out. I can’t express enough how frustrating this experience has been and how dissatisfied we are.

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  12. very worst and upsetting first experience. we got sinning room furniture, living room furniture nothing worked we ask to replace 2 time still having issue with and feel like been treated like useless and cheap. very worst would never recommend to any one if some one ask.

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  13. Worst experience of my live. I got brand new appliances, plugged in the fridge and it does not work, use the stove… does not work. We called the brick to fix it and they told us it was not there problem and to call whirlpool, so we call whirlpool and they tell us the same thing. So we go back to the brick and we get passed to someone new every single day, no one wanted to help us. It has now been 3 weeks that we have not had working appliances and have been getting dicked around. We went in person multiple times and kept getting told someone would call us to get it fixed ASAP. That was 2 weeks ago. No one ever calls back when they say they will. We always had to be the ones calling them and they never even answer.
    Will never shop at the brick again and telling everyone I know to never as well.

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  14. Brick Kirkland
    I am very upset . This company promise a delivery date at the time the good was purchased and now they are postponing it for another 2 weeks. And when you try to call for update the operations manager is very rude.
    Never ordering from them again!

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  15. Brick Boisbriand, Québec.

    Saturday June 20 we bought a sectional sofa (paid in full) which we were suppose to pick up at the warehouse the following Sunday (June 28). We needed the furniture quickly (reason for moving outside of Quebec). Brick had guaranteed us that the furniture was available … Friday June 26 I take the initiative to call the warehouse to advise them that we will be spending Sunday. Two warehouse workers confirm that there are 2 pieces missing in the sectional. I call the store, speak to the manager and explain the situation to him. He answers that they cannot deliver me because contrary to what the saleswoman guaranteed me, it is not available.
    The manager asked me to come to the store and see if we could find another sofa available at the warehouse for Sunday 28, two days later. I spare you several details.
    After more than 2 hours spent at the store, we get along on a more expensive sofa, but we had agreed that I would not spend more money than I had paid to get the first one.
    In short, the seller and another manager check availability, approve the sale, give me my invoice, and guarantee that the sofa will be available at the warehouse on Sunday.
    The next day, Saturday June 27, the day before the pickup at the warehouse, we return home in the evening and a message on the answering machine saying that unfortunately there was a problem with shipping, the sofa is not available, and we are asked to call them back for a refund.
    I therefore call back Sunday as requested to speak to the seller. Out of 8 attempts, 6 times I was returned to a voice message saying that the store was closed. Twice I spoke to the receptionist who took the message telling me that the saleswoman would call me back.
    Monday afternoon still no return call from the seller. I decide to call back and I have managed to speak to someone in customer service.
    In short, I wasted a lot of time with the employees of this store, I experienced stress because time was playing against us, the manager admits that it is a common practice to do a kind of “overselling”, twice the business was not able to honor its contract despite the promises, in short, a pathetic situation.
    You guessed it was my first and my last experience with this trader.
    Too bad that “zero” star does not exist.

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  16. I am very upset. I financed a dinette set for my daughter, in January of 2020. The finish on the table is flaking off. We wipe the table with a wet cloth to clean it and my grandchildren are 3 and 1 yr, so of course, things get spilled but are wiped off right away. I am told by store customer service here in the Sault Ste Marie, that because table gets wet it is not covered under the manufactures 1st year warranty. Its a table for goodness sake. It cannot get wet? How does that even make sense.?
    Then I tried to submit claim online and could not submit because it won’t accept the vendor code. Finally, after phoning someone I am told to submit it under another page, and someone will get back to me. Not happy with the run arround I am getting to resolve this.

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  17. Been waiting for my Range since the 27th of April. Chose one that could be delivered the quickest as possible (2 weeks). Have not heard any news about my order, I have to call and find out what is going on since i never recieved a phone call regarding my delivery. Finally get through and their is delays, a month goes by and i still have yet to recieve my order. The only thing they could do for me was have me chose a different range in stock. So i did, payed more money out of my budget to recieve a range that same week. It is now June 26 and i still havent recieved my order. Do not waste your time, or youe money shopping at the brick.

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  18. 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.

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  19. 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.

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  20. 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

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  21. 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

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  22. 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.

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  23. Horrible my call never goes through and someone keeps hanging up

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  24. 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.

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  25. 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.

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  26. 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.

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  27. 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

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  28. I forgot how bad The Brick’s customer service was and made the mistake of recently ordering a chest freezer from them. This was a 7 cu. ft. Media chest freezer. It was delivered on a Friday. On Monday I was requesting a refund. The freezer door is almost impossible to open.
    This is part of The Brick’s satisfaction guarantee: “…we will return it for a full reselection credit or refund within 7 days of delivery or pickup.”
    This is part of an email response I received after having a difficult time contacting someone that would deal with a refund request: “I assumed as you were filing a fault with the unit that it has been un-crated and been used.”
    This was the reason for no refund. This was unpackaged and plugged in by The Brick’s delivery people, this is how product was received (unpackaged). I have not been able to open door to freezer so product cannot be considered used.
    I wish I would have read some of these customer care reviews prior, I would not have ordered from The Brick.
    Ratings do not go low enough to accurately represent quality of customer care.

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  29. Very rude and unprofessional service departments. I will never use the brick again. I ordered a bed. For 6 weeks they said it will be here next week. I asked to be compensated and was told the brick dose not compensate customers. They keep telling me it is not there fault it’s late. I ordered from you it is your fault it’s late. You can not blame this on anyone else. A year later I try to order a crib bed and know I am getting the same run around. Order Amizon free fast delivery. Don’t deal with these arrogant incompetent people.

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  30. Would give 0 stars if I could.

    We ordered the futon online. It was not available in Victoria so had to be shipped from Delta. Since it was not available in store, there was NO WAY to see the quality of the fabric, seating or sizing (other than the deceptive measurements online). The measurements of the flat futon were taken from the outside of the armrests, making the actual sleeping surface too small for anyone over 5’5″, which in my opinion is ridiculous because when people sleep, they don’t usually want their feet and head up on a hard armrest last time I checked.

    Anyway, we picked up the futon at around 7:30 pm on Thursday night when it was pitch black, pouring rain and there was another large truck there also for pick up. The young man at the loading dock made no mention of checking the order and it did not occur to us to open the box in the parking lot, in the dark, in the pouring rain to see if it was damaged or anything else. Would that have occurred to you??

    Then, he dropped the box when he was attempting to help load it into the truck but we just wanted out of the rain so drove 10 minutes to our house. Dragged the thing in, opened the box to inspect it and realized it was NOT what we though we had ordered. It’s cheap looking and too small which WE HAD NO WAY OF KNOWING because there were none in store. It could very well be damaged but we didn’t completely remove it from the box or assemble it. Why would we? It WOULD most certainly have been damaged if we had opened it in the pouring rain in the parking lot as your manager suggested, could have been damaged by being dropped by your warehouse staff.

    I have NEVER had issues regarding returns before and the fact that the store manager said the following did NOT help –

    1) He told me many people have been upset surrounding the “small print on the website that no one reads” – his words – and that the warehouse guy “should” have told us to check it before signing for pick up. Well, he didn’t. And, if this a known and ongoing issue, should it not be addressed? Should it not be abundantly clarified or at least have SIGN at the loading dock or something? I received no invoice when I purchased online and they did not provide one to me at the store – that information should be on the invoice or confirmation email or something, but I never got anything but confirmation of the purchase from my credit card.

    2) He told me to sell it online and buy something else – are you serious? Not the best answer to provide to an upset customer, let me tell you.

    3) He told me “his friends” have purchased things online and have not been able to return them (am I supposed to care what his friends do?) Well my mom ordered a chair on line, didn’t like it and returned it NO PROBLEM so, what his point was I have no idea…

    Bottom line is, that I feel completely ripped off, the situation regarding checking it in the rain blows my mind and then the “service” I got from the store manager has been insult to injury.

    Looking at a week since I was told it would be resolved – has gone to multiple departments with the promise of “Corporate” getting in touch – NOTHING.

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  31. I ordered a sectional sofa with right chaise but 2 times in a row I got left chaise with right sectional. I have called Brick at South Common Edmonton Alberta store multiple times, spoke to Managers and associates , nothing has been done so fay , it is very disappointing situation.

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  32. i m really disappointed and regarding the email that i have received form what is supposed to be a Customer Care there was no professional salutation no politeness i have impression that i m dealing with flea market not with brick …..i dont find words ………….this was the Worst customer service response ever

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  33. I had bad experiences in Scarborough William kitchen brick location manager of that location don’t know how to talk with customers look like he watch my color while he was talk with me, that’s too bad, as a manager he doesn’t have skill to talk with respect, he is rought and worse manager I ever seen in my life in this type of big firm.

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  34. The Brick rep sold me a couch on Black Friday stating I would have it by Christmas. I told him both times I was at the store that I had family coming that were stating with me so I needed to have the extra sleeping space. He said it could be later than the 15th anticipated date but we’d have it by Christmas. I emailed and asked for an update as we got close to the 15th and someone emailed me back saying they’d be in touch when they had a confirmed date. I emailed again and no one responded. I called and they said it was delayed and would now be in by the 21st. I asked if I would still get it by Christmas and they said it was possible but the sales rep should have never promised me a date. They said they would do what they could to rush the order but there was no guarantee and they would have the sales rep call me. He did not call me. I called again and they told me the couch was now delayed until December 30th. I asked to speak to a manager and they tried to put me through but no one was able to answer my call. It appears that I will not have a couch for Christmas. I will not have a place for my family to sleep despite the fact that I confirmed this before my purchase. I would not have purchased the couch then if I wasn’t going to have a couch for Christmas. I even asked if they could just give me the floor model and was told no. I had no issues in waiting but I was told this would not be an issue. I feel mislead and I am deeply disappointed. I would prefer to buy from a Canadian company but this level of service is deplorable.

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  35. I bought a Kitchen Aid black stainless steel dishwasher from The Brick on Markham Road and 16th last Aug 7 2018 with a 5-Year warranty. The Brick told me it would take two weeks to get because the dishwasher is made to order; I said OK. The dishwasher came at the end of Aug and was installed the same day. Love the dishwasher, it washes and drys the best of all my past dishwashers which were Bosh and Maytag. It worked amazingly until September 1, 2019. I tried calling The Brick King and State Repair Customer Service 26 times over a week. They put me on hold for 10 minutes and 27 seconds, then the line was disconnected. Finally got hold of someone in the store, who said they would get a in touch with King and State; learned that even the Brick could only reach them by email, not by phone. Finally an appointment was setup to service my dishwasher. Took the day off work, waited around all day and no one showed up. Called the store back and learned the service guy went to the wrong address. She had to contact them again to make another appointment. This dragged on for over a week.
    They couldnt get a hold of King and State service department so The Brick told me they were going to order me a new dishwasher but i would have to forfeit my 5 year warranty. I didn’t think this was fair but i went along with it because thanksgiving was close and i needed a dishwasher. Its now December 5 2019 still no dishwasher, they have tried to deliver the same wrong dishwasher twice!!!, and didnt show up another two times for schedule appointments, each time taking the day off work.
    Keep calling and leaving a message and either they dont call back or only CALL BACK after almost a week. Now I just want my money back!!! But can’t get a hold of the Store Manager (Terry), district Manager (John MacDonald) nor does anyone answer at Head Office to help me bring this to satisfactory resolution. I been buying from The Brick for over 20 years and its definitely time to look elsewhere. Bad overall after sales customer service AND warranty support. Would appreciate if anyone could advise what to or who to contact for help?

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  36. I can’t say I am happy with your service and at the same time, I can’t recommend Brick for anyone else.

    I brought a few items from the Brick recently and they delivered a few items few days before. The driver called me that he will reach my home within 15 minutes on the delivery day. As I have a gated lock on my premise I was waiting for more than one hour outside in a cold environment until they came to my place.

    After coming to the house they even didn’t remove their shoes and just went to the upstairs with their muddy shoes. My house has a carpeted floor and I had to clean the carpet with an effort as they left their muddy footsteps everywhere.

    I ordered two-bed frames/headboards with the same pattern. One is queen size bed frame and the other one is ful size bed frame with the mattress and the box. I asked them to place those in the correct room without mixing each other. After fixing the bed frame I realized it was not the correct one and had to unassemble again and refix it as it could to shift the other room without disassembling. I had to waste more than two hours my valuable time just correcting their stupid errors.

    When I went to another day to the Brick store to apply for the Brick card, the person who involved in the transaction had a day-off. The representative who showed up to “help” me tried to persuade me to change my order and tried to sell some other stuff to make a commission for him. When I refused, he wasted my time pretending that he is going to apply the card on behalf of mine. He asked me several personal questions even my SIN number and then after wasting around 30 minutes, he mentioned to me I am not qualified. I told him it couldn’t be as I knew I have an excellent credit score. Then he tried to apply for the card by including my wife and he asked the same personal questions including the SIN number. He finally told us there is a system error and I need to come another day. I felt that he got my personal information other than doing his job. (When I went to the next day to the store the person involved with the transaction was there and he applied for the card successfully just under my name and the limit approved way higher than I wanted. He didn’t even want to add my wife for the card and not even needed my SIN number. When I questioned it he told me it’s not necessary to have my SIN number for this kind of transaction).

    One of the beds I ordered missing hardware parts (there should be 80 hardware parts in the box and I got only 68 inside the box). After I gave a call them they mentioned it can be mailed, but can’t say a date. So the bed is just lying on the floor and it is a real mess in the bedroom.

    When I ordered this furniture they mentioned to me the people who bring will assemble everything, but it didn’t happen practically. They just dropped everything in a rush and went back and not waited even for removing their shoes. Some of my other stuff didn’t arrive yet and they mentioned they can’t tell me an exact time frame for the delivery.

    I feel very disappointed and I don’t think I am going to recommend the Brick to anyone else.

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  37. This complaint thing is a scam,filled a couple out,would not send only asking for same information.

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  38. Worst customer service. DO NOT BUY APPLIANCES FROM HERE. Bought a washer dryer pair on sale. They delivered the wrong ones and demanded we pay an extra 400 dollars for the ones we originally wanted because they wouldn’t honour the price it was when we picked it out. our salesperson who never told us that the sale tag was on the wrong item. Then just switched tags for another cheaper version we didn’t want. Can’t believe they wouldn’t honour the tag that was originally on the items when we picked it out. Furthermore never sign for a delivery even if they tell you to sign so they can make the exchange for the right units. I would NEVER buy from the brick again. The WORST CUSTOMER SERVICE AND APPLIANCE DELIVERY. DO NOT BUY FROM THE BRICK!

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  39. I purchased a warranty for a large purchase I made which included a sofa love seat and chair. When I reported an issue with the leather on my sofa I I was told nothing could be done because it was not reported within 14 Days. I don’t feel this matter was given the attention it deserves or has met my satisfaction as a customer. I would appreciate someone actually caring about my concerns with your products and taking action.

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  40. We have recently spent $12,000 at the Vernon BC. Brick.The customer service was great until we were told that because we live 10 minutes past the area where they would do the full service of uncrating the appliances and removing all packaging.All they will do for us is place them in the house and we have to unpackage them and place them ourselves plus discard all the packaging material.My wife and I are seniors and we fine this service appalling.This is a great deal of money spent and we were unaware of this kind of service.Needless to say we will no longer purchase ANYTHING from the Brick in the future.

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  41. We purchased furniture from Sanjay at 188 Clarence St, Brampton, ON L6W 1T4, which was PAID IN FULL (1 kitchen table, 1 dining room table, a sectional sofa, a coffee table, 1 washing machine, 1 dryer and a bed frame) from them.

    About a month after purchasing the furniture (that was not yet delivered as we are going there a major interior home renovation) Sanjay contacted us and notified us that unfortunately the washer and dryer we purchased were sold to another customer and the products were discontinued. How on earth do you SELL products that have already been purchased to another customer?! They then asked that we return to the store to choose a new washer and dryer. There was no way I was going to pay a penny more for the new products. Luckily for them, they had the same products in a different color. Disappointing!

    We received the shipment of the products about 2-3 months ago as they refused to keep the items in stock until we finished with the renovations. We are nearing the end of our renovations and therefore, had decided to open the box to our bed frame to assemble it, only see that we received the two side panels in a dark grey and the front and black panels in a light grey.

    We contacted the store at 10:00 am this morning and were then told they would look into the work order. We did not receive a single call back from them today.

    This is the worst customer service I have ever experienced. If this problem is not FIXED I will have no other choice but to take this matter further.

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  42. Purchased almost 5 years ago, with extended warranty of 5 years, thankfully. About 1 year ago, July 2017, the recliner on one side began to sporadically open or close without being touched – this could present a safety issue around small children or pets. We have since had this repaired about 4-6 times, and since that time, the other side recliner got stuck in the reclined position, and would not work to put back. Another safety issue. Each time the technician would label it as ‘resolved’ and this prompted the manager to argue with me about the fact that it is not new, and it is still usable, without the recliner…that is not the point, if I wanted a non-reclining couch, I would have purchased it that way. Since the last technician call labelled it as ‘repairable, according to the manager, we decided to give it one last chance…and guess what. It was repaired with buttons replaced and new wiring on August 21st, and as of September 3rd, the one side was again stuck in the reclined position…last chance. I now would like a call back from head office to resolve this issue as per the warranty wording. Thank you for your time, and please contact me directly. This was from the Newmarket Brick store. Not impressed, and not happy.

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  43. Lora 2-Piece Reversible Sectional – Platinum was delivered in pieces. I called the store and I was told the manager Mr. Roy was going to call me, two hrs later nothing and decided to go to the store. Instead of the manager they pass the bucket to the Sale Rep and she argue and was disbelieve that the couch came into pieces. I was also told that the invoice stipulated “Assembly reqr” Ok, I understand I need to add the legs and the cushions but assemble the entire couch, really!! In that case I go to IKEA. I forward the pics twice, today I’ve called the manager and he is always busy or on the phone. Called later and than I was told he is gone for the day. Spoke with Supervisor Mr. Gerrarld or something like that and I was told if you want it assemble you have to pay or get something else. Really!! I don’t think so Now, still stock with an un-ensemble couch in my residence. I am very upset, it’s been over 24 hrs and the only comment I get is “it’s member responsibility to assemble the couch”

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  44. The customer service at the Brick Red Deer Alberta is atrocious. The Reps there practice thinly veiled racial profiling. I bought a bed there and the only person who made us feel comfortable was Sales Rep Ryan. The two females who worked the evening of July 5 at 8:30 were most unfriendly and blatantly racially profiling myself and my friend. People started closing shutters and being unfriendly to us which all culminated to a feeling of discomfort. Clearly the brick does not want business if these are the employees who represent the company. I will never shop there again. It appears I am not alone as review online suggest that this atrocious customer service is a culture at the brick. Disgusting service or lack thereof. Just remember, there are a million retailers selling the same products, it’s the customer service that makes the difference. I will go to the competitor where I am at least treated as a valuable customer.

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  45. i PURCHASED A SECTIONAL IN Sept. 2016 AND 5 YR BLANKET WARRANTY.
    i made a claim in Nov. 2017 for repairs to my ripping chaise .
    Customer service doesn’t contact to let me know when repairs will be done.
    I found the customer service unacceptable at the East Winnipeg MB.
    Six months is too long to wait for repairs or Helpful customer service.
    Lorna

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  46. I bought stuff from brick the last 6 years close to 14000$
    but the last buy I did with them ***st charles store*** in the west island was the worst experience I ever had
    in my life . when you want to buy something from them they will welcome you with red carpet with a lot of promisses
    but when you finish the deal and leave the store you will see that everything they told you is a big lie .
    I bought from them washer and drayer on condition that I will get them on certain date include installation.
    they did not come on that date so i had to call back and to check what is going , my wife took a day off expecting them to come , they told that they made a mistake and they cant come that day and we have to make another appointment
    so they came after 2 days and they cant install them and they left .I called again to make a complain the manager said I cant do any thing ???? I had to get a some one to do it for me so paid for that again and after installation the washer is not working . i called again to speak with the manager but he did not want to talk to me so i had to call the manufacturer
    to fix the problem . so if you want to buy something from this store you should know that you are going to suffer if you need service from them . actually they have 0000000 service .

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  47. trying to get my appliances repaired by our local service guy and not some company 3 hours away. The company 3 hours away has lied to the company saying they were already here when the have yet to come out and look at my broken washer and dryer. I am not impressed and keep being told that it will be corrected but now being told that since the repair company from 3 hours away has been here (they have not) that I have to stick with them. Why would I allow a liar into my house to service my appliances.

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  48. Cant actually believe they are still in business. Have tried to call the service line three times and yet they have no record of that. Did the email from the website, no replies. The Brick in my opinion are one of the worst companies to still be doing business. There is no customer service here. Go elsewhere, in fact run as fast you can away from the brick. I am still trying to resolve my issues. The extended warranty is a joke and basically theft.

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  49. Worst service imaginable from the Brick in Simcoe Ontario Employee named Amber was unbelievably unprofessional and inept at her job

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  50. Sitting in my house watching a delivery next door the swamper sitting in the truck smoking eating and talking on his cell phone so loud I can hearrange his conversation driver doing delivery I would never deal with you now seeing this kind of customer service this is ignorant and rude of the swamped truck #B392

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