The Brick customer care and support service

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• 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.

• 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.

• 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.

• 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.

• 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

• 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.

• 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.

• 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?

• 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.

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