The Brick Customer Service Issues

We bought a King Bed from The Brick and have had issues with it since two weeks after delivery. There is no side support, and if you are near the edge, you risk falling off. Sitting on just one side causes a slide to the floor. The only way we can use it is by sleeping sideways. This was a replacement for a mattress that was damaged during delivery. Although they sent people to measure for sagging, they did not address the lack of side support. Despite assurances that they were looking into it, they are now saying there is no solution. This was a $[redacted] mattress. We are in our 80s and find this situation very difficult to deal with. L. and R. Cranston

On August 4th, we spent $13,[redacted].03 on various furniture and appliances. We opted for a discounted fridge with a small dent and received it on August 15th. After delivery, we discovered multiple smears, scratches, and dents. Speaking with supervisor Paul, he initially offered $[redacted] store credit, then reduced it to $[redacted]. Unhappy with this, we requested a refund, which he declined initially but eventually agreed when we mentioned using the refund elsewhere. We suspect a mix-up as salesman James B. showed us two fridges, one being what we thought we would receive. Due to the poor service, we don't want the alternative fridge. We're hoping for a resolution, possibly another identical fridge at the same price as a gesture of goodwill considering our significant purchase. Prompt response is essential as we urgently need a fridge. You can reach us at [redacted] or [redacted] Our reference number is [redacted]XL1D - FOLEB45164. Thank you, Bruce Foley and Gerri.

My spouse went to the Midland store on August 25th to look at an Izzy sofa bed priced at just over $[redacted]. When we returned on Sunday, the price had gone up to approximately $[redacted]. We were informed about an upcoming tent sale, given a V.I.P card, and told it would be a good deal. A phone call on Wednesday confirmed our attendance on Thursday. Due to a scheduling conflict, we went on Friday. The sales associate seemed uninterested, mentioning the sale was on Thursday despite assuring us the deal would be honored. After checking with his manager, he offered the couch for around $[redacted], which didn't align with the 25% discount label on the item. Feeling confused by the pricing and the sales associate’s attitude shift, we left the store. Clarity and consistency in pricing and customer service are crucial to our purchasing decisions, and based on this experience, we will not be buying from The Brick.

Dear Team, I wanted to address some concerns regarding my recent purchase from The Brick. The Diamond 4 Hotel Beautyrest king size mattress set I bought had issues with one of the twin box springs showing a spring poking through and water damage. It's disappointing that despite being told to buy a mattress protector to maintain the warranty, the set delivered was defective. Furthermore, the two black 3 seater sofas require assembly, which was unexpected as I did not realize The Brick functioned similarly to Ikea. In contrast, my son's recent sofa purchase from Leon's included delivery men setting up the sofa and ensuring his satisfaction before leaving. During the delivery of the items, our entranceway and doors sustained damage as the boxes were pushed through carelessly. Additionally, the delivery team initially agreed to take away the old mattress set but later reneged on their promise, citing a lack of plastic bags. I intend to escalate these issues to ensure they are addressed promptly. Best, Pina L. Buono/David J. Wong

I recently made a purchase at The Brick on Cyrville Road in Ottawa and opted for some additional items, which I was pleased about. However, my satisfaction quickly turned sour. Initially, I was informed that my delivery would be on October 6th, but when I called to confirm, I was told the new date was the 23rd. The issue arose because The Brick failed to notify me that certain parts of my order were unavailable. After several discussions, my items were eventually delivered on the 16th without addressing the mishap. The lack of effort to appease me as a customer was disappointing; they simply presented an ultimatum - take it or leave it. Now, I’m being instructed to travel to Gatineau, Quebec, another province, to collect the additional gifts promised with my order because The Brick claims they lack transportation options. This situation is illogical as my order was placed in Ottawa. The indifferent attitude of The Brick towards customer satisfaction is concerning. I am eagerly awaiting a response containing an explanation and the delivery of my Echo device gift to the Ottawa store, or ideally, to the Kanata store for me to retrieve. If I don’t receive a satisfactory reply within the next 2 days, I will be escalating my complaint further. Sincerely, P. H. [redacted]

I had an upsetting experience with customer service today. I had a delivery scheduled for a specific time slot but it didn't arrive as expected. Despite following all instructions, including clearing a pathway and preparing the area, the delivery never showed up. When I called, I was initially blamed for the mistake, only to later be told that I was correct about the delivery window. However, there was no acknowledgement of the inconvenience caused by the missed delivery or the confusion. Even after requesting to speak with a manager, I was left waiting with no resolution in sight. This lack of accountability and customer care is disappointing, especially from a reputable company like the Brick. I hope to receive a call from a manager to address this issue properly, but based on today's experience, I'm not optimistic. Best regards, T. Powell

I purchased a sofa in May that I placed in my new room. However, it feels too big and uncomfortable. As I have arthritis in my hip, the hardness is unbearable. I didn't use it and kept it covered. I noticed the showroom model was not as firm. Can I please exchange it? The sofa is in perfect condition. It's a gray sofa chaise with an elongated footrest. I paid $[redacted].89 for it, which includes the sofa cost of $[redacted].99, admin fee of $89.99, warranty of $99.99, delivery for $79.99 (I thought it was free), and taxes. The sofa's ID is No. [redacted] Charcoal. My account number is 050885DQBED. MOOCM67725. I hope to hear back soon. - Margaret M.

I am attempting to order online because I live out of town and don't want to travel just to place an order. Unfortunately, my nearest location, Fort St John, is not listed as a pickup location even though it is valid. I encountered two rude reps from the local store who were unhelpful besides suggesting I drive in. Customer service line was unresponsive and the financial line redirected me back to the store. This situation is inconvenient and involves driving with my two toddlers to place an order that should be available online. I hope improvements can be made to the online system for a smoother ordering process. Thank you.

In [redacted], I purchased a 5.9 cubic foot Samsung stove and a Samsung refrigerator. Two years later, the fridge broke down and I had it repaired once. The second time it broke, I had to buy a new fridge from The Brick on Coventry Rd in Brampton. Due to not having an extended warranty for the original online purchase, I switched to a Frigidaire Gallery fridge. Recently, my seven-year-old Samsung stove caught on fire while preheating, which could have been catastrophic if I hadn't been in the kitchen to hear it. Samsung is offering to fix the stove, but I believe there is a defect in their products as this issue has occurred to others too. I'm hoping The Brick can offer some form of discount for a new stove as I'm hesitant to keep a potentially dangerous appliance in my home. I've also questioned Samsung about the lack of recalls for this issue.

I recently bought a sofa from The Brick in Drumheller, Alberta. Unfortunately, after 10 days, I found it uncomfortable and decided to return it. I selected a different sofa in the store, knowing there would be a 25% restocking fee on the return, but I went ahead and paid the difference. The sofa we chose was a display model, and we were under the impression it was discounted due to this. However, upon delivery, we noticed that the leather was cracking in a hidden area and the legs were scuffed. When we contacted the store manager, we were shocked to learn that the couch was actually a year old and had been returned previously due to leather issues covered by the manufacturer's warranty. This crucial information was withheld from us during the purchase, and now our only option given is a return for store credit, which cannot be transferred to another location. We are extremely disappointed with this deceptive practice and the lack of transparency. We feel duped into buying an old sofa with no warranty. We hope to resolve this situation promptly.

I recently purchased Puttycp3 at The Brick in Surrey, but the product has been disappointing from the start. Initially, it arrived with missing legs which were only delivered a week later. Subsequently, there was an issue with the arm that had to be replaced, and now there are problems with the springs. Despite our efforts to address these issues, we were informed that exchanges must be done within 15 days, and we were offered only a $[redacted] store credit for our $[redacted] purchase. The Operations Manager's attitude at the Surrey location was unhelpful and made us feel guilty for seeking assistance. There was no clear information about the exchange timeframe provided to us, and the service received has been unsatisfactory. We are now considering escalating the matter to the Better Business Bureau. I am hoping to speak with someone from customer service and have the damaged furniture replaced promptly.

We bought furniture from The Brick's Hamilton location in August [redacted] before moving to Bracebridge in October [redacted], looking for durable pieces for our retirement. After addressing the issue with the Hamilton team, the Huntsville manager, Bob, replaced our broken Cindy Crawford leather couch. However, the other couch we bought also had defective leather on its arms. Bob advised us to contact the Hamilton office. A service call was scheduled, but the technician was unable to come to Bracebridge as it was outside his service area. Despite this, Karen from customer service is now unwilling to process an insurance claim, citing that too much time has passed. I feel frustrated to be blamed for poor customer service when the furniture's quality has been disappointing. The delay in addressing the issues has been taxing, especially given my health concerns. Even though we were offered $[redacted] in store credit, we would prefer to have the furniture repaired, as this is what the insurance is intended for. We believe The Brick should stand by their products and service, especially since the insurance coverage is still valid until September [redacted]. Sincerely, B & J Fischler

I purchased a spring box from vendor K Hicham, who assured me I could return it if not needed. The delivery person also mentioned I could keep the plastic for returns. When I contacted Lisette, the supervisor at Brick Les Galerie Anjou Operations, she was unhelpful and refused to provide her last name, speaking to me rudely and condescendingly. I am looking to return the item and get a refund as promised, as I spent $[redacted]. I also spoke with a sales manager who had a similar attitude. I made multiple purchases on May 6th, including a dryer, washing machine, sofa, and the spring box, with a delivery date of June 18. However, the delivery was staggered, and the sofa won't be delivered until June 27. This experience has been disappointing, and I simply want to return the spring box and receive a refund.

I purchased a TV with the billing number [redacted]fvdi on June 15th from the Brick store in LASALLE. They sold me a refurbished TV for $[redacted], and I received it on June 17th. The same day I got it, the TV was not working. I showed pictures of the damage to the manager but was told the TV was fine in the store. Samsung customer service said the serial number indicated the TV was returned by another customer last year. Best Buy has the same new model for $[redacted]. I emailed last week with no response. The store did not provide a satisfactory answer. Your company sold me a faulty TV for a high price. I am distressed and feel like I've been misled. Please exchange the TV for a new one or refund my money. I am facing significant stress due to this issue and the store's unhelpful attitude. Please respond promptly.

I recently purchased a mattress and a mattress protector from Brick in Coquitlam, BC. Upon receiving and unboxing the mattress, I found the protector to be loose and not snug. I visited the store within six hours to seek a return, but was informed by the General Sales Manager, Anu Thankur, that there is no return policy in place. Despite demonstrating the issue with pictures and the loose fit on the floor model, Anu insisted on testing it and refused a refund. This led to a heated exchange where Anu questioned my ability to put on a sheet properly. I demand a refund for the faulty mattress protector and potentially for the mattress if found to be defective. The manner in which I was treated by Anu was unprofessional, including her inappropriate comments and behavior.

I am a Brent customer who has purchased numerous furnishings and televisions from your store. Unfortunately, our recent 50-inch TV has stopped working. When I called to inquire about the warranty, I was informed that I would be without a TV for at least one week before they could assess the issue and potentially longer for repairs. As someone who always opts for the extended warranty, I am extremely dissatisfied with this situation. I cannot go without a TV for 7 to 10 days. I kindly ask for a prompt response to address this matter. You can reach me, Bob M., at [redacted] or at my home at [redacted], located at [redacted] Hunters Way in Edmonton, AB. Thank you.

Hello Brick head office, I would like to make a complaint about the manager at [redacted] Cyrville Rd, Gloucester, Ottawa ON K1B 1A5. Her name is Handi. I visited Brick last week to address issues with two sofas that I had purchased from them and have warranties for. I spoke with the manager regarding the situation, but she refused to accept a return and only offered a 50% store credit. She was quite rude to me and my parents throughout the interaction. I explained that we had paid a significant amount for the sofas and receiving only 50% store credit was not satisfactory. My parents are upset by this as well since they invested a lot in the furniture. We have always been loyal customers of Brick, and this experience was disappointing. I hope this can be resolved by taking back the sofas and providing a refund. Thank you for addressing this matter, and I can provide pictures of the sofas if needed. Thank you.

To the concerned party: My spouse and I bought two grey leather power chairs from The Brick in Penticton, British Columbia. We are located 45km away from Penticton. We paid $[redacted].99 for delivery, but unfortunately, the chairs were not set up upon arrival; the delivery personnel stated they were not responsible for assembly and left the boxes at the doorway. This was unlike our previous positive experience with The Brick's delivery team, who provided setup during our previous purchase without additional charges. Despite reaching out to the manager in June regarding the discomfort of my chair, I found it challenging to get a resolution. After a furniture medic inspection revealed issues with the chair's stuffing and electrical components, The Brick's customer service representative, Sheila, informed me that the chair was not economical to repair. However, there was confusion and delays when trying to discuss our options with the manager, including a proposed unsatisfactory solution under the extended warranty we purchased. We are left dissatisfied with the available options and demand either a replacement chair under the one-year warranty, retaining the existing five-year warranty, and a waiver of delivery fees, or a full refund for both chairs. Sincerely, J. and L. Stubbington

I bought a stand-up freezer from the local Brick store in Amherst, N.S., approximately two years ago. At the time of purchase, I was informed that the average lifespan of this freezer is 7.5 to 8.5 years. Trusting that the product would last that long, I opted not to buy an extended warranty. I assumed if the freezer malfunctioned prematurely compared to its average lifespan, The Brick would support me. Unfortunately, the local store refused to assist, leading me to contact the head office. I anticipate The Brick standing by their product and covering the repair costs for the freezer. I believe The Brick can then seek reimbursement from their supplier using their purchasing influence.

I purchased a sofa and loveseat in Surrey, BC on November 26, [redacted]. It was a floor model with 3 flaws as explained by the salesman, which I accepted. However, upon delivery, the loveseat was damaged. The salesman came with a dark brown cover-up, but I noticed delamination after 3 months. Even though it was sold as is, I feel disappointed as I shouldn't have to cover the damages within a year. I've tried contacting them numerous times with no response. As a senior, I believe selling such inferior products is not acceptable. I would like either repairs or the option to pay for a better product. I called furniture repair, but they couldn't help. The set is lovely, and with a full-time job and my husband in a care home during the week, it's not heavily used. Please address this issue promptly. Thank you. Sandi R. [redacted] [redacted]