Brick The

Bought a mattress set that the sales agent "described". Was not allowed to try it, but was assured I could bring it back within 180 days as long as I used a mattress protector. I asked to try it in the Warehouse and was told there was no room. Took it home, laid on it still in the factory plastic, and it was horribly uncomfortable - not at all what was described. Took it back a few hours later - they refused to take it back. They told me they could not "legally" take it back. I researched the Brick, and found out what a horrible company they are and the terrible reviews. We forcibly returned the mattress to their showroom floor (still in factory sealed packaging) and video taped the return. Their response was simply that now they had my bed and my money. I wrote a letter of demand for my money to be returned, to which they ignored. It was only when I filed a complaint with the Better Business Bureau that they finally returned my money - 2 months after the purchase and 4 business days after the complaint was filed. I highly recommend that you file immediately with the Better Business Bureau to get your money back. The sales staff and managers were very nice until they get the money - then they turn into very rude people and will refuse to help or resolve any issues. Even when they finally returned my money, they lacked any politeness and only did it because I made a public complaint. I hope this helps others out there! Buyer Beware- a crappy company!!!!!

Very unprofessional people, managers do not take calls or complains from people. they take your name and phone number and never call you back. very rude, they over charged my credit card. they are not able to do simple math.

Worse customer service in Canada, Richmond Hill location, rude and unprofessional, they wasted my time over 3 months, and finaly no one even could answer just was told to return everything and go. don't waste your time,

Dishwasher delivered in the station wagon faulty. Another one delivered few weeks later after too many calls. Very unprofessional installation procedure. I
was charged loan insurance I never requested.
Today I paid the whole amount owing and will never buy anything at the brick. Horrible experience.

Worse customer service ever. Still waiting to hear back about my cracked foot board that is only 4 months old only been a month since claim went in. Stay away

Horrible. If you want to be followed around the store and harassed please visit the Niagara Falls location.

After I politely told them " No, I don't need help with anything" you notice them following you around the store, and when you stop they come and ask if you need help again. My suggestion is pay the extra money and go to Leon's so you don't have to experience this. And I have noticed it's not the men, its the women who follow you around. I know this is your job but there's a fine line between your job and harassing someone!!

The WORST quality of furniture in all canada! Last year we bought a leather sofa and love seat from them and in less than 6 months they started cracking and falling apart! Went back to customer service and complained but to my surprise they said because i did not buy the guaranty they could not do anything! Horrible quality and customer service! Avoid them by all costs!

Don't purchase furniture at The Brick. It may appear nice in a showroom but the quality is horrible. It will fall apart, chip, fade, crack and eventually it will be thrown out. I spent almost $5,000 on a leather sofa and loveseat. I watched the original set being thrown off the truck and landing on my drive by the delivery people. The frame was cracked when it arrived. It was replaced and the second set had scratches and minor damage on the back. I accepted a 10% reduction in price because I figured that nobody would see the damage. A year later the set is faded and the wood stain in peeling off. The Brick says there's nothing they can do about it because I accepted a 10% discount on the set. I would never buy anything from them again!

So my husband and I decided last November 2013 that we would purchase a new sofa and love seat as our Christmas gift to each other. We went into the brick and looked around and found Canadian made furniture on sale and loved it. We paid $1167.00 for it and we were happy. About 2 months into having the furniture it started falling apart so I called the warranty number and the lady informed me that I was to take photos of all issues and email them to her so I did. This is in feb 2014 keep in mind. After looking at the photos the warranty department decided we could either have an in store credit of $400.00 and replacement parts or we could have a full refund in store credit of $1167.00. We opted for the replacement parts and $400.00 in store credit. After several and I mean several times of contacting the warranty department them losing our number, not having our parts, losing our photos, not having our address on file ect... I finally called the brick and told them that I would just like a full money refund and that because of the poor customer service I no longer wished to purchase their product.... The lady on the phone told me that because of my bad attitude that all offers that they had given me were now off the table. Basically I had to keep my falling apart furniture because she didn't like the fact that i called her out on bad customer service..... My husband then called in and was able to get at least the $1167.00 back in instore credit. So we shopped again for more furniture and found some .... It was $67.00 less than the original furniture so I said well I will just pick out a lamp or something to cover that 67 but we were told no we couldn't do that because it all has to be one price and one total? Anyway we were also told that because this was replacement furniture that we no longer had any warranty that it was null and void...... Moral to this story DO NOT SHOP AT THE BRICK. CUSTOMER SERVICE SUCKS AND THEY CLEARLY DO NOT CARE ABOUT THEIR CUSTOMERS AT ALL.......

BEWARE OF THE BRICK, DO NOT BUY FROM THEM.
My husband and I recently purchased FIVE items from the Brick. WORST DECISION EVER. one of them broke down in the first week. The customer service I received to have this resolved has been absolutely HORRIBLE to say the least. The BRICK doesn't care about the customer at all. All you care about are sales and when it comes to customer satisfaction, NOTHING. After a technician came to assess our defective appliance, he told us it would be 10 business days until we received the new part for the repair. 10 business days came and we didn't get a call or anything. When we called, they let us know that it was actually going to be delayed by ONE MONTH. The appliance that was defective was a washer. You're telling me we have to wait over ONE month for a repair and you don't even have the professionalism to CALL us and let us know??? After that we called back a week later to try and expedite the part. We were told it would be done. We called back 2 days later and the person told us there was no note to expedite the item. We decided we did not want to be pushed around and we just wanted a replacement unit (which we are entitled to since we bought it on a brick card - 90 day warranty). We called the warranty department and they told us they are unable to do an exchange. We went into the store and they told us the warranty department will be able to do the exchange. NO ONE wants to take responsibility for this. How hard is it to cancel a parts order and issue a refund. The warrant / customer service personnel kept telling us that they will "email" their supervisor / manager to get this processed and that we would receive a call within 48 hrs. This happened THREE times as we waited 2 days each time and NO call came through. We have had to follow up with you guys every 3 days for SOMETHING to get done about this. Absolutely horrible. We have been put on hold for 30 mins to an HOUR each time. ON HOLD!! ridiculous. We both work 9-5 and it is EXTREMELY inconvenient and expensive for us to call and follow up. When we call customer service, they tell us to call warranty, when we call warranty, they tell us to go to the store , when we go to the store, they tell us to call customer service and the cycle continues!!!!!!!!!! When I called head office (after asking MULTIPLE times for a number, each time we were told it doesn't exist until yesterday they finally gave us a number), they told us the request has been made to the manufacturer and we will get the exchange. HOW MANY WEEKS AND FOLLOW UPS DID WE HAVE TO GO THROUGH FOR THIS ONE SIMPLE REQUEST?????? We shouldn't have had to jump through all these hoops and put through so much bs. After all that, we don't receive ANY sort of compensation from THE BRICK???? We are extremely dissatisfied with the service at the BRICK and will definitely be sharing this with all our family and friends!!! We will be sharing this post as well on a lot of other furniture boards. BEWARE OF THE BRICK, DO NOT BUY FROM THEM.