The Brick Reviews and Complaints

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The Brick Reviews

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  • Ripped and peeling Sofa



    Our painful story starts with buying a sofabed from The Brick with extended BLANKET warranty on the top by paying around $180. Problems started soon when the bed broke. Technician was sent to see the problem. They found the problem and said we are ordering the broken part. Part came after 2 months and when they tried to fix it, they found that it was wrong part. Another order, another 2 months, again the part was wrong. Finally after 2 more months (total in 6 months) they decided to replace the sofa. So we purchased a recliner Microfiber Sofa again with additional warranty on it... More...
    (Furniture)
    pankaj23m's Picture   pankaj23m    0 Comments   Comments
  • Brick tv stand



    I purchased a tv stand from the brick, the delivery guy told me you have 30 days to exchange or return. Once inside my house I realized it was too big. I called the brick and explained exactly that to them. The manager yelled at me for 30 minutes on the phone telling me I was a liar and that his delivery guys would not have said that. He refused to allow me to return it. He kept yelling at me saying, what do you want me to do? what do you want me to do? There's nothing I'm going to do it's yours now you deal with it. I was super frustrated and angry with him. He was unwilling... More...
    (Furniture)
    sher20141892's Picture   sher20141892    0 Comments   Comments
  • Brick Warranty



    Called to have the washer fixed which is under a Brick Warranty. We are a family of seven and the lady said the best the we could was Tuesday, it is Friday. When I let her know that we are seven people and since most likely a part will need to be ordered. I asked if it was possible to to have someone come today. The very rude lady told me that you are only a TENANT, and that if you would like to have the landlord call maybe they could get someone there earlier. When I asked if they would cover the costs for the Laundry mat. She said they are only responsible for the machine not the clothes.... More...
    (Repair Services)
    joehask15's Picture   joehask15    0 Comments   Comments
  • Very very poor costumer service and dishonest and pushy



    I bought a matters and a sofa from the Brick at Newmarket on May 4 2017 The sales person was rushing and did not explain about their sales and return, exchange policy and said the prices. ( are low only today. ( few days later when i was at the store to talk about my purchase all the prices was the same ) On the delivery day 2 guys showed up rushing to bring the matters in, one pushing and the other dragging the matters on the floor so that the matters was folded i objected but in a flash day brought the matters in and took off the cover when i asked them this matters is a expensive one... More...
    (Furniture)
    digitalhouse's Picture   digitalhouse    0 Comments   Comments
  • the brick fridge



    I bought a fridge March 18/2017 delivery time August 4/2017. I talked to sales person Rebecca about the fridge March 18 she told me that she can't hold that long. So I called Toronto Ontario the brick they told me yes sure no problem it's no more then 6 months. I went back to the store in London Ontario so they agree , and before that I ask Rebecca if they will hold the fridge for me because the gap its long . She told me yes she can hold the fridge if I purchase it.when I called brick in Toronto they said they had 15 in stock and they could hold one for me.the London store... More...
    (Electronics, Appliances - Sponsored By BEST BUY)
    Bobs123's Picture   Bobs123    0 Comments   Comments
  • Missing furniture



    We purchased $8000 worth of furniture in February at the Kelowna store. We were taking possession of our new house in Kelowna in April. We were going to put a deposit down but they told us that in order to have a guaranteed delivery of everything for April 3rd, we would have to pay everything up front. So, we wanted the beds etc and paid everything as this gave them plenty of time to get our purchases ordered. We bought 3 new beds and 2 sets of 9 piece bedroom furniture (along with couches, chairs etc.,) they made us buy very expensive mattress covers, told us that if we did not that if... More...
    (Furniture)
    Iworkhard1's Picture   Iworkhard1    0 Comments   Comments
  • Very Pleased



    Had issues with manufacturer defects, Called service department immediately was given assurance someone would call to set up appointment .. 2Days later received call from service ,they were pleasant and knowledgable ,both items were going to be returned for full credit on a reselection. Visited the Southridge Brick store and were greeted by a very smartly dressed costumer service representative Hedwa she was informative,kind,patient and very professional . When we had a question beyond her authority , immediately she reach out to the service manager. Valentina was surprisingly just as... More...
    (Repair Services)
    bryanelliott's Picture   bryanelliott    0 Comments   Comments
  • VERY DISAPPOINTED



    Do not buy any furniture at THE BRICK!!! WHY? FIRST is because the foundation of their furniture is not good! We purchased a bed and after 1 week my dad sat on my bed and the both side of the bed was broke and we called the customer service about the issue but they said that we should accommodate the technician and they will give us a schedule but it took 1 month before the technician came into our house. SECOND of all The customer service is not accommodating and SHE so rude. THIRD, their warranty is JUST 3 DAYS!!!!??? WHERE THE HELL CAN YOU FIND A FURNITURE STORE THAT'S GIVING YOU... More...
    (Furniture)
  • Disappointed



    My experience at The Brick was the "WORST" We purchased a sectional on boxing day sale. Within 2 months we were sitting on the frame and we notice one of the seams was undone between the cushion. We have no kids and we like to keep our furniture in good condition. We called customer service and she basically told us we needed to take a day off to accommodate the technician, i told her we purchased a warranty and that it should be the other way around that he should accommodate our schedule because we work during the day. The customer service lady was so rude and unprofessional... More...
    (Furniture)
    Sylvie's Picture   Sylvie    1 Comments   Comments
  • Mattress warranty



    I went to buy a new bed that was on sale then was told there beds have a 10 year warranty so I said I bought my bed in 2011 he then told me to talk to customer service so I went to talk to them and they told me that yes my bed was under warranty and they would send a inspector to come and look at the bed. After 1 week the inspector came and measured and took pictures of my bed. 2 weeks later I got a call saying my bed wasn't under warranty anymore because it was only a 5 year warranty I then told them that u guys told me it was 10 year warranty and a inspector came and took pictures... More...
    (Furniture)
    Asusmike's Picture   Asusmike    0 Comments   Comments
  • Saleman's Personal hygiene



    I went into The Brick Store in Milton, Ontario. A salesman followed me around the store which was ok, this is normal but when he finally caught up to me he asked me what I was looking for. I told him what I was shopping for but I spend two minute beside him and I had to leave. The smell coming off of him made me sick. The problem I had was he was well dressed but didn't have the courtesy to put on a deodorant....uck...Handed me a business card scratch out and written in ink SANJAY More...
    (Furniture)
    Millton's Picture   Millton    0 Comments   Comments
  • Brick delivered broken chest



    The brick delivered a broken chest we bought for $600. The same day of delivery we told the delivery driver we did not want the broken piece of furniture. He told us to contact the sales person at the store. The salesperson promised he would have it handled but no one ever showed up. I contacted head office who told me I would have to speak to the sales guy. The sales guy told me I would have to speak to the manager, the manager of surrey central location NEVER RETURNS CALLS. Ultimately we spent $600 dollars on a piece of furniture that's broken and cannot be used - AND NO ONE WANTS TO... More...
    (Repair Services)
    Henna's Picture   Henna    1 Comments   Comments
  • Manager of store needs to be replaced



    Hello, I recently purchased a new bed and mattress protector from their Saskatoon( Clarence) location last week. My order was ready for pick up when they said it would be available. Yesterday I picked up my goods from the warehouse. The mattress was fine but the protector was one of those thin, so-called bamboo sheets that you could probably acquire at fabricland for 15 dollars. Today I went in to return it, get a refund or trade it in with a new one which would last for at least 2 months. That's when all hell broke loose! yes that's correct...over a mattress protector. The lady... More...
    (Furniture)
    jasonprice's Picture   jasonprice    1 Comments   Comments
  • The Brick Delivery



    On January 5th we purchased 2 beds. We were told the delivery would be delivered January 16th. When we called to confirm we were told our delivery would be rescheduled to January 20th. When we said that was not okay we were told that they could deliver on the 19th. Not happy we agreed. January 18th we get another call to confirm our January 20th delivery. When I said that we had been promised January 19th I was told that they could not deliver until the 20th. In addition, we are paying to have our old mattresses taken away. Before they will take the old mattresses we have to put them... More...
    (Delivery Services)
    Kistlifa's Picture   Kistlifa    0 Comments   Comments
  • still waiting for a bed I purchased since boxing day.



    Purchased a bed for my daughter since boxing day and was told will get it in a few days. Called and was told by ending of week, called again and was told after february 10th 2017. Sent email and acknowledgement saying someone will call me within 2 days...well its 7 days so sent another email and receive another acknowledgement someone will call in 2 days. My daughter has to sleep on the couch cause I gave her old bed to a family who needs it. All because I thought I will get the bed within a week like I was told. Customer service unaware of anything, More...
    (Furniture)
    smart9876's Picture   smart9876    0 Comments   Comments
  • return Items



    Hello I need to speak someone so in last couple weeks ago i spent around 45 hundred dollars in furniture and bedding and also i purchase 4 couch pillows and picked up 2 of them in the store and once we get home my wife and we spoke and believed we made mistake buying this expensive pillows and very next day i return the 2 pillows i got in the store, the 2 i was going to pick up from the warehouse was able to cancel but the 2 i picked up to my surprise i was told they can't return, i can't believe and the store manager was even very rude and mean he looked at me like i was a... More...
    (Furniture)
  • Poor delivery- lost order



    I bought a bedroom set from the brick. They called my husband to confirm a delivery date. My husband said he would check with me and call them back. They said they had spoken to me and I had agreed. This was not true, I had not spoken with them. I called a manager that night and said there had been miscommunication as the delivery service thought I had confirmed a date and I had not spoken with them. The manager was VERY rude to me saying i should have cancelled earlier. I said she was not understanding the story as I was not cancelling an appointment I had set up. She refused to pass the... More...
    (Furniture)
  • Oakdale Microsuede 2 piece sectional



    **Ya this couch is a piece of junk, I agree with everyone on here. We waited 6 weeks to get our first one we ordered. Two days later, multiple issues with it. Fabric wrinkling, lines appearing on the cushions, looked terrible and as if it was already a few years old. I went in and complained, got them to send me another one without issue. Finally another 6 weeks later, when my second one arrived, just as the guys are unwrapping it in the driveway, they tell me to come see something. There are two holes punctured into each piece of the couch, as if a forklift drove into it. I refused to... More...
    (Furniture)
    totes1234's Picture   totes1234    0 Comments   Comments
  • Lousy service at The Brink Kamloops, BC



    I have been a customer of the Brick for years and have spent 10's of thousands of dollars there. But, after my experiences at The Brick in Kamloops in 2016, I am done with them. I spent between $15,000 and $16,000 and have gotten such lousy service I feel like I have been raped. The Manager didn't have time to talk to me about one order, despite him being the one that I dealt with on one sale, every delivery was missing half the items, orders took months and months and in one case I had to cancel one order and reorder a different item which took over a month to get. One of the two... More...
    (Furniture)
    trione's Picture   trione    0 Comments   Comments
  • DON'T BUY A MATTRESS FROM THE BRICK!!!!



    Purchased a mattress less then a year ago. It was a Sealy Beautyrest#4. Less then a year in, mattress is starting to sag in the middle. The brick sent someone out after two weeks. He put a weight in the middle and measured it with a string from end to end. You can see the dip. With one person on this mattress, its ok, but with two people, we both sink to the middle and wake up with sore backs! After another two weeks, this is what the Brick Replied with: On Dec 29, 2016, at 10:38 AM, Louise Boulianne wrote: Hello, Unfortunately , as this time your claim do not qualify -the... More...
    (Furniture)
    vandercorp98's Picture   vandercorp98    0 Comments   Comments
  • LG broken washing machine



    I need my washer is be fixed as soon as possible. To whom it may concern I purchased in 2013 an LG washer and dryer set with a 5 year warranty from a Brick located in Montreal in a specific store located in Anjou. My phone number on the file is 514-619-2012 which is my old telephone number. My washing machine isn't working since November 28th. I called the brick and on Dec 2 Technician came over to my house to inspect the washer and he ordered the necessary piece which needs to be replaced. On December 9th the Technician came back with a piece and tried to resolve the issue and... More...
    (Dry Cleaning, Laundry)
    Navnit's Picture   Navnit    0 Comments   Comments
  • Horrible Customer Services



    I was warned by a co-worker about buying furniture at the Brick because of a lack of care/customer service and boy did i ever regret not listening. The salesman basically told me what i wanted to hear to get me to purchase the couch. I asked if they would be having a Black Friday sale in which he said yes, and he would give me the sale price early. I came back two days later (to meet with the same salesman). When he gave me the price, i asked if that included the Black Friday sale price in which he responded "oh, you want that?"..... as if he would have not given me the price... More...
    (Furniture)
    Meghanko's Picture   Meghanko    0 Comments   Comments
  • Brick customer service sucks



    I brought sofa from bricks 2 years back. I registered my complaint in March 2015 that sofa is tearing apart. They came and acknowledged That they can't repair it. till now it has been back and forth Argument on my sofa and finally I paid again warrantee and delivery For new sofa. I APPRECIATE IF PEOPLE SHOULD THINK TWICE BUY FROM BRIKS. Not happy at all with the situations. Asif khan from Winnipeg. More...
    (Furniture)
  • Warranty



    Hi. I bought blanket extended warranty for my sectional. It is good until 2018. The seams ripped and a spring popped. I called the warranty line they sent a technician. Technician said it's unrepairable and I will get a phone call from a representative with my options. I received a phone message listing my two options. No where in the message did they tell me there was a due date for my options. Went to store today as I finally have the $ to purchase a new sectional. I was told the $800 credit on a new sofa was only good for 30 days and even the $300 credit which is only... More...
    (Furniture)
  • Home Furniture



    called the store to make an order through the phone as I was moving to Victoria in a couple of months. I got a very polite salesman who was very patient and understanding ( Jim), who worked with me for well over an hour to not only meet my budget but my time of delivery. Along the the general manager ( I think his name is Rod) we worked out what would best match with my blueprint of my condo and my taste. We picked out furniture for my entire condo. I have bought a lot furniture over the years from average to high end, and have had some issues particularly with The Brick, but was taken back... More...
    (Furniture)
    NewResident's Picture   NewResident    0 Comments   Comments
  • NOT THIS SOFA!!!!



    Went to Saskatoon store to buy sofa for nephew who we just moved. Found sofa we wanted. Said we we would pay for it and take it right now. Only had 1 hr. to shop because had 3 hr drive home. Sales lady came back and said couldn't have it, floor model, even though they could replace it in 3 days. JUst want to sell us clearence models we didn't want. Nobody would help including . THE CUSTOMER IS ALWAYS RIGHT doesn't apply to this store. Got nowhere on complaint page either. Worst shopping experience ever and upset whole family. Should call it THE BIG PRICK WHAREHOUSE. More...
    (Furniture)
    DENVERX1's Picture   DENVERX1    1 Comments   Comments
  • The worst delivery service ever - Had to call the police!!!



    I am beyond angry... this is day three of wait long past the delivery window provided The Brick delivery service for a replacement part for a piece that was delivered broken!!! The first day the drivers called 25 minutes past the 3 hr window I was provided and said they would be another hour. We had plans so we had to leave.... Attempt number 2 - 3 hour window given... 20 minutes after that window I called the service department and spoke with someone who said they would investigate and got no response until much later that day that they would have to re deliver. (6 hrs spent waiting so... More...
    (Delivery Services)
  • full circle warranty



    i bought a t.v from the brick..bought there full circle warranty say money back to buy merchandise if you don't use it ...they don't tell you have only 90 days after warranty is uo to use it ...written in the contract ...another way too scam you hope you forget like i did ...never will buy anything from the Brick again... tried calling them ...said they cant do anything....back to TEPPEMANS FOR ME .... More...
    (Entertainment, Movies, Events)
    RAFFGABB's Picture   RAFFGABB    3 Comments   Comments
  • The Brick - where is my delivery?????



    Bought fridge, stove, leather recliner and couch/armchair/ottoman set on July 4th. Delivery was arranged for July 29th....4 days after we moved to our new home. It is August 18th and we are still waiting for the stove, leather chair and ottoman. On July 30th we were told the soonest it showed on the computer was August 24th for the stove, but that was no guarantee we would get it that week. The store on Fourth Avenue will not return our calls. Our money has been spent 6 weeks ago and since we sold our other stove, we are anxiously waiting. More...
    (Furniture)
    marlau's Picture   marlau    0 Comments   Comments
  • Brick - Month and a half and still no couches!!



    Terrible instore service! Staff playing the blame game - store manager first blames the salesrep, Customer service blames each other. We paid cash for our leather couches and after multiple calls in, all we kept hearing is it will come this week, next week this date/next date. Worst - the customer service reps just try to brush you off the phone rather than showing a single sign of empathy. We were hosting a party and based on the rep's word we got rid of our living room couches. But our delivery never came and not even an apology call. We have been one full month without couches in... More...
    (Furniture)
    ARRI's Picture   ARRI    0 Comments   Comments
  • Trying to return product 20mins after delivery



    I got a delivery for a bed and mattress today. I was not around when it was delivered. I called the store 20 mins after asking the process of returning the bed, since I want to buy a different one (from Brick). They told me too bad there is not return. I told the store it just came 20 mins ago but they hung up. Ever since than I have been trying to get hold of someone in head office but no luck. Store dose not even answer their phone. I have been a loyal customer for years (you can see my transition history). It seems that guy people only care about money. Worst customer service ever. I am... More...
    (Furniture)
    Nadiasul's Picture   Nadiasul    0 Comments   Comments
  • POOR MANAGEMENT



    On Aug 10th I went to the Sun ridge Brick in Calgary Alberta. I dealt with a nice young man by the name of Joseph. He was having issues with the computer system due to the upgrades and kept asking help from several managers. The steps he took were all right. He was helpful and respectful. He took us up to customer service because the order summary was not printing and asked for help. A manager by the name of Valentina came up and was extremely disrespectful to Joseph in my presence. Her tone, her demeanour was so condescending and so unprofessional. She should be reprimanded or go take... More...
    (Miscellaneous)
  • the Brick bedroom furniture



    Everything's great until delivery. A computer calls & tells you how it is- all your responsibilities and which 1/2 day to take off work. They showed up late. Delivered one of the boxes crushed -part damaged inside. Said they would order another. Computer called a couple weeks later. Another 1/2 day off work. Try to reschedule on the phone- nothing but attitude. Asked why they shipped the box anyways if it was damaged on the outside. "But SIR! That's our policy! Finally get delivery- they weren't going to assemble it as promised. Reminded them of that obligation.... More...
    (Furniture)
    skipper1962's Picture   skipper1962    1 Comments   Comments
  • broken chair



    I bought a massage chair at the beacon hill brick. It was a floor model and every thing was good in the store. It was deliveriied to me and the lcd on the controller was broken...must of been in the store As the controller was well packed. Also the back pLAstic base cover was broken. I was told it was going to take two visit by the tech and was going to have to take two day off from work to get it fixed, so I asked them to return it. Roy the salesperson phoned and said he would try to do something to ge it fixed and he'lso the return is cancelled by Roy. That is the last I... More...
    (Real Estate, Brokers, Mortgages)
    Deddy's Picture   Deddy    0 Comments   Comments
  • The Brick's false advertising strikes again



    Yesterday afternoon I made an internet purchase on Thebrick.Com for 3 (Sony 65" Smart 3D 4K UHD X850B Series LED TV)  as they were advertised on special for $169.13 for a total of $797.82 including $99.00 for shipping costs. This morning they have contacted me to announce that they will not honour their Web site price. But they have yet to send me a refund. I have filled a complaint with the Competition Bureau and am awaiting their response.  A similar scheme seems to have happened with The Brick in December of 2013.   It would be greatly appreciated to... More...
    (Advertising)
  • dark finish wearing off a night table



    I bought a bedroom set from the Brick in Cornwall, O ntario.. About 6 months ago i noticed the finish was wearing off above the handles on my night table. I called the store spoke to the woman who answered the phone and explained my problem.I gave her the original bill # and she looked it up in the computer and said it was past the year i had bought it and did i buy a warranty on the furniture.I told her i am 69 yrs old and have bought many pieces and sets in my life and not one salesperson had ever mentioned buying a warranty package including their salesman. She told me she could do... More...
    (Furniture)
    kay231's Picture   kay231    0 Comments   Comments
  • disgustingly dissapointed at customer service at TheBrick store NorthYork



    I came to (4250 Dufferin Street Toronto, ON M3H 5W4) TheBrick store 9;20am. Store was close because they were spouse to open 9:30. I waited and they opened 9;45am. I was the only and first customer who walked in. I have King size bedroom set and was missing part. I was directed to customer service department by one of thebrick employee. There was 2 person working I had to stay in front of them for 30 min then I got helped. No one wondered including store manager have been looked after or not. anyways after that I wanted purchased 2 items that I wanted no sales people helped me after I... More...
    (Furniture)
  • The Brick - Warranty Department don't call back!



    I purchased a sleep set in October 2014 for my 13 year old son. The mattress collapsed and was replaced, but now (July 2015) the box spring has collapsed on the one side and is causing the mattress to give way too. I have called the Brick Warranty Department 3 times with the promise of a technician calling me back within 2 -3 business days. This has not yet happened! We are moving house at the end of July and our furniture is going into storage. I did relay this to The Brick Warranty Department but they have still not called me back. This has been going on now for 3 weeks!!! More...
    (Furniture)
    jcp2661's Picture   jcp2661    0 Comments   Comments
  • The Brick - broken springs box and mattress become wavy



    In late April, we bought a mattress set and a week later it began to creak when we turn on the mattress. After another three weeks the mattress sagged on both sides. I came into the store and said about the problem. They called the inspector who had come two weeks later, after the inspector's visit and recorded that the mattress sagged and showed that Spring box broken due to defective parts of wood. I have asked to replace this set, but they said that they will fix the problem just in box, but the mattress in good condition, I can not exchange this set. People who are simply... More...
    (Furniture)
    fedotolga's Picture   fedotolga    0 Comments   Comments
  • The Brick



    My wife and I bought a new sofa couch in leatheret material.. we are in our 50s and just the 2 of us. just under 5 years I have a couch that looks like a person the got sunburnt and is pealing off . The leatheret is just rotting and pealing . It's like a material gone bad or sick it spreads and in the last 2 years it just awful. I am going to the store and show pictures I wish I can attach on this site but there is no way this should happen I do not no the manufacture , but right no I do not care . I want to see the brick answer first. I bought it from them . Forget the warranty crap... More...
    (Furniture)
    kenchapple's Picture   kenchapple    0 Comments   Comments
  • Broken futon



    I buy futon from Tent Sale last month. On my first day I notice the base was moving. I tied screwed and put on the corner. After one week again it starts moving. I backed it on floor and notice that actually, it is totally broken base from inside and they just temporary fixed and sold. A big company and cheating with customers and saying that the item in on annual sale. Product Name = Futon (Coach & bed) Location = KIngston, Ontario, Canada More...
    (Furniture)
  • The Brick Furniture



    Very Low Quality fabric Kent Sofa and Loveseat Sept 2014 i purchased a sofa and loveseat at the brick with 5 year extended warranty. As soon as we started using it i noticed that the fabric was pilling. I thought it's because its just new but as we days go by using it i noticed that it gets worst everyday.Then finally on May 2015,i made a call to their furniture warranty customer service. They send a technician to take a look at it but they decide that the pilling is not under warranty and its wear and tear.I was so mad about their decision. They sold to me a very bad quality of... More...
    (Furniture)
    cherrie's Picture   cherrie    0 Comments   Comments
  • Extended warranty



    I bought a mattress for $1500 and a sectional for $1200 with extended warranty for both of them. I had a stain on the sectional, and when I went to ask for help, they to.d me that I have to bring a report from a professional cleaning company first, which will cost $300, and for the mattress it became uneven, they gave a bunch of papers to measure the mattress, width, length, and hight and then they will decide what to do. I expected at least to sent a tech from there side to check the issues, but nothing. I stopped paying them, now collecting agency calling me, but still I will not pay them... More...
    (Furniture)
    Tabualoon1's Picture   Tabualoon1    1 Comments   Comments

The Brick Reviews By Product

 

The Brick Comments


almakanewischer says: (2 months ago)
 0
i was in the store yesterday at surrey central in surrey complained this was my second time I had bedbugs in my couch and chair now my futon couch the manager sent me home and said email me back so I did and explained the problem its funny I borrowed the neighbors futon and had none at all I should be entiled to some of the funds back that's not fair im not stupid that they say they cant do anything about it hope your not ignoring me I appreciate some feed back alma kanewischer alma790@hotmail.ca



Murdoch says: (2 years ago)
 0
Hey! So I bought a sofa and love seat last august, 2014 during the president's sale, also purchased the blanket coverage warranty. Starting around November, the seams that attach the cushions to the back rest started coming undone. I called the warranty department and they said they would have someone come out and take a look. They sent a guy around mid December, he said he see's this happen to these sofa's all the time and it's obviously under warranty so there should be no problem. He said the brick will call me within 3 weeks to say what's going on. Mid January I call them, after an hour of confusion and poor English from their customer service, they say they have the parts ordered and they will call me within 3 weeks. Mid February, still haven't heard anything so I call them. They now say there are no parts for my new couch because they don't have any anymore. They offer me TWO HUNDRED dollars in store credit for my $1200 couch, that has a matching love seat. OR I can wait until April when they might have the couches back in stock. I choose to wait until April, and they will call me. Beginning of April, no call so I called them. Good news they say, the couches are in stock and they will contact the store to have the couch delivered, and will call me to set up a date. It's now the end of April and I haven't heard anything from them. I've been sitting on this busted couch for almost a year now, waiting for the replacement that I only assume will break within a month to put me in the same predicament I'm in now.



DPelling says: (3 years ago)
 0
Montreal Distribution Centre is the pits!

28 November 2014 (Black Friday)
A number of items were ordered, totalling $5938.82. This figure was paid in full. At that time the three items in question (two loveseats and a chair) were to be available by mid-December.

3 December
I visited The Brick to claim the Samsung Tablet (a bonus for purchases of over $X). This had NOT been mentioned on the day I made the purchase.

9 December
Upon my checking with The Brick, I was advised that the three items above would now be delivered on 3 January. There was a discussion as to whether this meant they were to be delivered to the Distribution Centre or to me. At any rate, the latest delivery to me was to be by 5 January.

2 January 2015
I telephoned The Brick to confirm delivery and was advised that two pieces only were to be delivered on/by 4 January.

4 January
Nothing! Power outages had shut down the Distribution Centre and the local store. I did not receive any call about non-delivery either.

5 January
I called the store (speaking to a not-very-helpful lady) and was told about the power outage. I called a second time and was told that only one piece could be delivered unless I wanted to receive two pieces, one of which was damaged (a most stupid comment for the Customer Service male to make). I asked for the manager to call me back but she did not do so. I then visited the store and spoke to Sarah, the (duty) manager) and was told that she did not know whether one or two pieces were available – but that delivery could take place only on 7 January.

7 January
At about 1700 the delivery was made. The chair was put in the lobby while the other piece was brought in from the truck (note that TWO pieces were being delivered). I inspected the chair and found that the power cord had been sliced off and that another plug from the power unit was dangling in space! The chair was eventually taken away by the truck. Meanwhile the deliverymen brought in a three-seater and got it all the way to the sixth floor before finding out that it was for somebody else! Eventually a loveseat (the unpowered one) was delivered and unpacked! I advised The Brick by telephone about all this. I received a call back (from a very pleasant and helpful Brittany) advising that another piece would be delivered on the 11th but that progress on the third piece was still an unknown!

10 January
Elizabeth, presumably from the Distribution Centre, called to advise about delivery of the powered loveseat. I told her that I had been told on the 7th that delivery was scheduled for tomorrow. She responded that she had no delivery scheduled for me – but that she would try to schedule it for tomorrow. I told her that I was furious with The Brick. She responded “Well, I won’t try to schedule it for tomorrow then”. I put the telephone down.

I called the store (514-965-9600) and spoke to Brittany. I asked for Sarah but she is not in today. Brittany remembered our conversation but, after checking the file she agreed that no delivery was shown – and she thought that was rather strange. Further checking revealed that the powered loveseat was scheduled for Tuesday (13th) (and had, presumably, just been received) and that the powered chair was not yet in stock. Brittany suggested that the loveseat scheduled for tomorrow may have been found to have been damaged. She said that she would attempt to get the loveseat re-scheduled for tomorrow. She said that she would try to call back today with an update and that she did not leave work until 1700.

I advised Brittany that I would be writing to the managing director about Elizabeth.

11 January
Nothing!

12 January
Received call from, presumably, the Distribution Centre to advise that two pieces of furniture are to be delivered Thursday. After some discussion this was changed to Wednesday the 14th. I asked why nothing had been delivered yesterday and was that I had put the telephone down on the person who called on the 10th - it was either that or explode! I advised the male that I would be sending a letter to their managing director complaining about Elizabeth.

I live in hope of delivery on Wednesday - but I have no expectation of a positive response by The Brick management



Suru says: (3 years ago)
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Stay away from the brick not good quality furnitures. We wanted brand new for our new house ended up having damaged and low quality furnitures. If you want to have your blood pressure high call their customer service, they are not suppose to be there taking our calls very rude. We will never go there again.



Suru says: (3 years ago)
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Stay away from the brick not good quality furnitures. We wanted brand new for our new house ended up having damaged and low quality furnitures. If you want to have your blood pressure high call their customer service, they are not suppose to be there taking our calls very rude. We will never go there again Bad experience



JENNY123 says: (3 years ago)
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I PURCHASED A SOFA AND CHAIR WITH OTTOMAN BACK IN JUNE OF 2013. IT STARTED TO TEAR AT THE SEAM AND I WAS TOLD IT WAS COVERED FOR 1 YEAR. I CALLED THEM AND THEY SENT SOMEO ONE TO LOOK AT THE DAMAGE AND TAKE PICTURES, I WAS TOLD SOMEONE WOULD CONTACT ME AND THE SOFA AND CHAIR WOULD BE PICKED UP IN 7-10 BUSINESS DAYS. 3 WEEKS WENT BUY AND NO ONE CONTACTED ME. I CALLED THEM AND I WAS TOLD THEY WOULDN'T REPAIR MY SOFA OR CHAIR BECOUSE THE REPAIR WOULD COST MORE THAN THE ORIGINAL VALUE OF THE SOFA AND CHAIR. THEY OFFERED ME 150$ FOR THE SOFA AND 300$ FOR THE CHAIR. I WAS VERY UPSET WITH THIS AND REFUSED IT AND ASKED TO SPEAK WITH A MANAGER. NO ONE EVER CALLED ME BACK, SO AGAIN I CALLED BACK AND WAS TOLD THAT THEY HAD DECIDED TO EXCHANGE MY SOFA, THEY WOULD EXCHANGE THE CHAIR TOO BUT THEY WOULD TAKE THE OLD ONE BACK BUT NOT THE SOFA. THE DELIVERIES WERE SCHEDULED FOR JULY 3RD, NO ONE CAME. I CALLED BACK AND THEY CONFIRMED FOR JULY 8, WHICH IS TODAY. THEY SHOW UP WITH THE SOFA ONLY, I REFUSE THE DELIVERY BECOUSE HE IS REFUSING TO PICK UP THE OLD ONE TO TAKE TO THE RECYCLING AND I DO NOT HAVE ROOM FOR BOTH. I CALL BACK AND AT THIS POINT I AM FUMING, IT IS THE SECOND TIME I HAVE TO TAKE A DAY OFF OF WORK FOR THIS DELIVERY. I AM ON THE PHONE WITH THEM FOR OVER AN HOUR, BEING TRANSFERRED FROM DEPARTMENT TO DEPARTMENT HAVING TO EXPLAIN THIS OVER AND OVER AGAIN. FINALLY THEY SCHEDULE ME FOR THIS COMING FRIDAY, JULY 11TH. WE WILL SEE WHAT HAPPENS. I HAVE NEVER DELT WITH SUCH AN UNORGANIZED COMPANY IN MY LIFE. I HAVE WORKED IN CUSTOMER CARE FOR OVER 20 YEARS (NOT THE BRICK) AND OUR COMPANY POLICY IS ALWAYS TO GO ABOVE AND BEYOND FOR CLIENTS, MAKE SURE THERE NEEDS ARE ALWAYS MET AND ISSUES ARE RESOLVED. THIS HAS BEEN A NIGHTMARE WITH THE BRICK AND NEVER AGAIN WILL I ORDER FROM THEM. THEY JUST LOST A CLIENT, NOT THAT THEY WOULD CARE.



Marcia04doug says: (3 years ago)
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My husband and I bought a sofa and love seat from the Brick last December 2013. We didn't purchase any extra warranty as it was so cheap we figures it's not worth it because it already came with one year. The salesman we had I the PG store said that it was no big dp deal because it was all Canadian made and was some of the best the store had. He convinced us that what we had bought would stand up for years to come. By the second month we had the furniture it literally started falling apart. It started with the cushions that came with it .... They were fraying. Then the seating cushions started to fray and the seams started coming undone. So I made a call to the 800 number and the lady asked me to send her photos of all the issues with both sofa and love seat so I did ... As soon as she got the photos she called me right away and said oh yes we've had this issue with other sets just like yours and what we can do is offer you full replacement value in store credit or we can replace all the cushions and give you an in store crest of $400.00. We decided that because it would be a hassel to do he entire return that we would get the replacement parts and and the I store credit. Well..... That was in January ...... After several and I mean several phone calls and them telling me my order didn't exist and that my phone number was invalid and they had none of the photos I sent in that I would have to talk to someone in store. Let me tell you that was the most unpleasant conversation I have ever had until I talked to the lady in the PG store. I was clearly upset as we had already been waiting for 4 1/2 months for replacement parts and when I voiced that all I wanted was my money back to go elsewhere she promptly told me that the offer of replacing the cushions was now off the table and so was the $400.00 in store credit because she didn't like my attitude. I WILL NEVER AGAIN DEAL WITH THIS COMPANY. We did end up getting replacement furniture and it's the faux leather sofa and love seat. We waited 2 months for it to come in and we had to pick it up ourselves after paying for delivery because the lady said she refused to have it delivered once again because of my bad attitude ...lol I think anyone in my position would have had a bad attitude by that point.... Anyway to put the icing on the cake when my husband picked up the new stuff the lady advised my husband that because this was replacement furniture that all the warranty was now null and void. I have no clue how this place stays open. Customer service is clearly not one of the companies strong values. I wish I could name the lady who was so completely ignorant but I know thats not aloud so I just hope that she gets put through some customer service orientation program to learn how to speak to her guests in store. Again I will never shop at the brick again and neither will any of my family and friends as this was so stressful for us they are standing beside us



ambro says: (4 years ago)
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Worse furniture store around. I will never shop at any brick store again. Totally useless and very rude. Worse customer service staff ever. They give you the run around and could not care about their customers. You spend thousands of dollars and they treat you like crap. I was warned about not to purchase anything from the brick and did not listen to my friends....biggest mistake, it will never happen again. A company not worth two cents.



Jacobm says: (4 years ago)
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I purchased a dinette set in 2011 & a 5 year warrenty. Last week I notice that the table top is bubbling so I sent the brick an email. They asked for pictures so I sent those too but the requested other pictures because they claim they couldn't see the bubble. After several emails back & forth I decided to call them. I spoke to a young lady that looked at the pictures & told me she was going to call the store where I purchased it & order me a replacemt for today July 26th. So we got the table ready for exchange but I noticed that thebrick hadn't called me yet to arrange an exchange time. So I called the warranty dept. & was told that there was no order. I asked to speak to a manager the lady on the line said she is a manager. So I told her that I wanted my table by today or the next day.she told me the earliest would be Tuesday next week I told her that that was unexceptable. I told her that I wasn't happy. Just I I told her that she hung up on me. I then called the store to see if someone could help me there, I asked to speak with a manager & I was told that there wasn't one there & I said how can there not be a manager in the whole store. She then told me the manager was with someone but I could leave a message so I did & I still didn't get a call back. The message was very discriptive. I then decided to call the warranty dept. back & spoke to someone else not the lady that hung up on me & had my number but never called me back. This lady apologized for her co-worker. Told me she could have someone do the exchange on Tuesday. I told her to set that up. She suggested I complain in a form of an email. So there you have it. Bad really bad customer service. If there weren't able to deliver the table today they should have told md that several days ago.



kihio says: (4 years ago)
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I saw a freezer at the BRICK on sale. Good pice. So I go buy 1. The salesman says that it will be in town on the truck sunday,delivery on tuesday.I say cool that will work. He tells me to call and verify the arrival and confirm the delivery. I do. The girl says that the manufacturer has delayed delivery by 3 weeks. Hmm. I go to a local store. They undercut the price,and I got delivery in 1 day.Nice tag line. I found someone that BEATS THE BRICK. fyi same freezer,same model. cheaper,faster.have a nice day Brick



Marc410 says: (5 years ago)
 0
Massive Delivery let down from The Brick today:
Pre-arranged 12-4 delivery window with the Brick over a week and a half in advance.
Reserved elevator and someone to be present.
Voicemail from driver on delivery day 730am confirming 10-1pm window.
Called customer service - doesn't open til 9am.
Called 901am, advised impossible delivery, Cust service advised driver knows elevator window.
Get call from driver at 1050am - I adv'd I would have someone call within minutes and to stay there.
Arranged person calls driver immediately and agrees to meet within 10 minutes.
Driver leaves and does not wait 10 minutes. Rescheduling is definitely 4+ days away.
Although I was very clear on time frames, as I needed to be for the elevator book - it's our fault for not being there.



Loreine says: (5 years ago)
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No comments



Andy02 says: (5 years ago)
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Why would someone buy something online? Simple answer is to get it as soon as possible. Forget about it if you buy something from thebrick.com. You will never know until you buy something from Brick that it takes about 40 days to arrive. You think when you give them your credit card information, you will receive items, but that's not true for Brick.
I received a call and they didn't even left me a message. I searched number in internet and found reviews saying that they call you and if you don't confirm, they discard your order. Then I called that number. It goes to a VM box asking to call another number and it also say we don't check Voice messages.
I called this new number and a very rude customer service lady answered. She didn't want to even listen to me. I spent over $ 5000 to buy these Crap.
Then they put a delivery date after 37 days. Finally when you get your order, items are missing and you have to fix them yourself. After few months, you notice that those items are not in good quality.
Third world countries have better customer service than Brick.
Bottom line: They advertise that you don't have to pay 15 months, but that's another trap. You have to get their high interest credit card. Nice advertisements and shows reasonable prices, but DO NOT WASTE YOUR MONEY TO BUY CRAP FROM BRICK.



bricksucks says: (5 years ago)
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WORST CUSTOMER SERVICE !!!! I was left without a dishwasher for 2 months and the CS is rude !



Dlbc says: (5 years ago)
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We ordered a leather couch set on Wednesday from The Brick in Ottawa East end . Not the first time we have ordered there. We never have a problem with the quality or the service and this is why we continue to shop at this location.
It came on time as usual two days later. . Besides the delivery guys being a bit rude , delivery went well. When we inspected it later ,we realized some of the threads were loose. We called customer service and within mins of explaining the problem they scheduled a delivery of a new couch for us on the next delivery day.. Today.
Delivery went well, the delivery guys were polite and extremely helpful and we have a perfect couch. All this in one week. I couldnt be happier.
Perhaps the problems I am reading about here are the locations... Or the fact that people only like to complain when there is a problem and feel no need to compliment when they are happy.



marciax0x0 says: (5 years ago)
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If I had known before purchasing my furniture from the brick that they were hard to deal with, careless of their customers and disrespectful I would never have purchased anything from them (Dundas st Mississauga, Ontario Location). I am extremely upset and disappointed with their poor customer service. When i first purchased my furniture and electronics from the brick they harassed my husband and I about getting warranty and spent the whole time explaining to us the pros of getting warranty. I wish they had explained to us the cons instead. A year later, my mattress was already ruined springs coming out through the sides and our leather "SOFA" had ware and tear so we called trans global their warranty people and they came over to check out the furniture. Few weeks later I received a call from the brick location I purchased my furniture from and they said i could go ahead and re select the "SOFA" and they would just give me another mattress. (which i never asked why i couldn't re select it myself) Must I add that on the day the woman called me from the brick to make my re selection she only gave me a number of how much to spend and didn't explain what it consisted of. I then called a few more times before going to re select to make sure everything was indeed how they stated on the first call and let me tell you I called at least 5 times and I got 5 different answers. One of the questions was "With the left over money from the re selection of my "SOFA" can i purchase something else?" The answer was yes and I went a head and bought a microwave. This happened on Sunday so on Wednesday I received my "SOFA" , mattress and microwave. The delivery guys took back the defected "SOFA" and the mattress. A few hours later I received a nasty call from Natalie the manager at the location this is how it went. "Hi so and so who was home at the time of the delivery and why didn't the love seat go back?" EXCUSE ME!! no one talks to a paying good customer like that. Moving on I found out that the re selection credit given to me included the love seat. As you can see while reading this I quoted and cap the word "SOFA" for a reason, the love seat was never mentioned in any of my conversations with the Representatives. I understand that I got a microwave as an extra but I wish someone at the brick had notified me of what my credit consisted of. Now they claim if i don't give back the extra or if i don't give back the love seat or don't pay it will be given to collections. Now the brick ignores my call and emails, I'm always getting transferred and having to explain myself again and again and when I do leave messages they don't get returned. The brick is ignoring the fact that they are at fault for not explaining to the customer the terms of the credit. OH and by the way the nasty woman on the phone told me I should have known what the credit consisted of and they didn't have to explain. WOW WAY TO TREAT YOUR CUSTOMERS! THE PRICKS LOVE TO RIP OFF OTHERS BUT WHEN IT ACCIDENTLY HAPPENS TO THEM THEY DON'T LIKE IT. One of my missions in life now is to make sure everyone I know is informed not to shop at the brick!!!



Disgrunted says: (6 years ago)
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I bought a brand new Whirlpool side by side from The Brick in Windsor, and paid in cash, a week later the fridge stopped working , well i phoned The Brick and they gave me the # for their repair company, I had to phone myself, only to find put they were too bussy and it would take a week to get someone out , they in turn gave me the # for Whirlpool , i phoned That Company and they sent a repairman out the same day!! It turned out to be a manufactures defect! So the repairman reported this to Whirlpool, and they agreed to replace it fully!! I phoned the Brick twice more only to be told they had to get approval from Whirlpool. I again phoned Whirlpool and they sent a fax to THE Brick , well i phoned the Brick the next day to inquire about this S, She told me ONLY I could get permission from Whirlpool to get a replacement, I informed her the fax was sent in the day before and what time it came in. She said imediatly i'll phone you right back! She phoned me back to tell me the paper work was all finished , and they had phoned me the day before that they called me to set up a time for delivery; I told her NO you did NOT i have call display and call waiting and was home all day , she quickly set up delivery for two days later!! THE BRICK has lied ,and made ME do all the work to get replacement fridge!!! I'll NEVER buy anything there again. BUT i do Give WHIRLPOOL credit for the great sevice They gave me! THE BRICK (BAD CUSTOMER SERVICE)....



Trinity2ca says: (6 years ago)
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The Brick - 1607 Dundas St E, Miss, Ontario

August 20th - visited this location and was IMMEDIATELY approached by "Rawji". By the end of my visit he had sold me a fireplace and mattress (while bashing his counter-part at the Mavis location, advising me that they had ripped me off on my previous purchases....he referred to you Lennox). The delivery was scheduled for Sept 2nd as teh house is being remodelled and therefore was vacant until September. The delivery people showed up (un-announced) on August 27th, they called me to advise me they were waiting outside and I was therefore forced to make a special trip up to let them in. Upon inspection of the fireplace, it was evident they had sent the incorrect pieces (the wrong doors). I called them to let them know and they advised they would have someone bring the correct doors out on Aug 31st. On that day (for which arrangements were made for soneone to wait for them), they cancelled and re-booked - (without my knowledge) for the 1st. On this day, they called (not just the wrong number BUT showed up at the wrong house!). I contacted the store and was "greeted " by a RUDE female " Denise" (who has no business answering the phone to paying customers) and requested to speak with the manager since RAWJI was left 4 messages NONE of which were returned. I spoke with "Vicki" who reviewed the information and acknowledged the comedy of errors within their organization but offered no apology. She advised they would simply reset the delivery for Friday night. I later (having still not heard back from Rawji) took it upon myself to call and finally got him on the line. His only explanation for not calling back at all over the previous 4 days was simply that " he was busy ". I explained the litany of mistakes they made (anticipating not just an apology but some sort of offering)....NONE of which was provided and actually received an attitude from this guy (now that he had his sale from me). He proceeded to ask me " what I wanted " and said " there's no money to give ". He then told me he had to go since he was dealing with customers and when I requested he transfer me to his manager.....he hung up on me! I have left a message for the manager and am awaiting her call.



Sherry03 says: (6 years ago)
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The brick does not follow through with what they promise on their warranties.Have been dealing with what I call a big sink hole in the middle of my sectional,their techs say normal wear and tear???? Also was told by one tech that they use "cheap chinese foam" thats the problem, he should have checked out my last name before making that comment. I have had to be the one calling and emailing them,absoulutley no customer service at all. I finally talked to the store manager Paul Dyer from central city in surrey after 2 months and no he wasnt rude but oh so very condensending.



Sherry03 says: (6 years ago)
 0
The brick does not follow through with what they promise on their warranties.Have been dealing with what I call a big sink hole in the middle of my sectional,their techs say normal wear and tear???? Also was told by one tech that they use "cheap chinese foam" thats the problem, he should have checked out my last name before making that comment. I have had to be the one calling and emailing them,absoulutley no customer service at all. I finally talked to the store manager Paul Dyer from central city in surrey after 2 months and no he wasnt rude but oh so very condensending.



SayNoToTheBrick says: (7 years ago)
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DON'T BUY FROM THE BRICK

The after sales service is HORRIBLE. They trick you to buy the extended warranty on furniture. When it comes to repair, they'll delay it, never return calls, put you on hold forever, asking manager etc, ask for quote from their supplier and never get back to you for weeks, all sorts of reasons for trying not to fulfill the warranty.



bricklover says: (7 years ago)
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I bought around 9000 dollars from the brick to furnish my house around 4 years ago. I have a wonderful experience. The sales person was very friendly and told be she would have everything delivered exactly a month later. I took the day off and got eveyone out of my house to prepare for the new stuff. I got a call in the morning telling my what time they would be there. They arrived right on time, were very friendly, and set everything up in a timely matter. I had nothing damaged and to this day 4 years later i still have no problems.



mikeyd says: (8 years ago)
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On Aug 15th my husband and I purchased a sofa and love-seat from the Peterborough Brick store. The first two sofas were damaged.

Last Thursday Sept 17th the third sofa was delivered, it too was damaged, I phoned the Peterborough store speak to *****, as she was had been helping us deal with the problem, she wasn't in until the Saturday. I phoned back and asked to speak to a manager, I was put on the phone to Dave. I started to explain the situation, but he interrupted and said he was putting me on hold, as he was busy with other customers. I told him I thought that he was rude but he put me on hold anyway !! Upon returning to the phone, I again started to explain the situation, and said that maybe we should have put the furniture on deferred for fifteen months instead of paying for it upfront, he interrupted at one point and said "Well you got money off it, didn't you//" I told him the set had been reduced further in the sale, and that was the credit we were given. I'm not sure if he was implying that we had money off , to keep a damaged sofa. At another point he interrupted and said" Well you have the sofa in your home , don't you ??". We have a second damaged sofa in our home, covered over, waiting to be returned, the third one didn't make it past the front door, the delivery men suggested I inspect it on the driveway, it had been previously opened and had a slit in the leather on the left hand side.
Finally after a couple of interruptions I said" Can I finish what I'm saying??" to which his answer was "No!!"

At this point, I told him that I had found ***** and **** from his store very helpful, but that I found him very rude and arrogant, and that I didn't want to talk to him, I would phone back next day and talk to someone else.

I realize managers are busy, but should maintain a certain level of professionalism. I felt I was treated with disrespect, and that he had no interest in soling the issue.



kelson001 says: (9 years ago)
 0
On September 25, 2008 I purchased (Saleorder Number 09258440527‏), from the Scaborough SuperStore, a living-room set. I paid $1200 in cash for two sofas, tables and two lamps. To date I have received everything except for the lamps.

I think that it's absolutely rediculous that I would have to wait three months for the delivery of items that have been bought and paid for. Initial delivery dates had been established for the delivery of the lamps and every time, 4-5 times in total, those delivery dates had been pushed back. At this point the superstore is unable to determine when, if ever, those lamps will be delivered to me.

I had called The Brick's customer service department yesterday and the representative suggested that I go to The brick's web site and select replacement lamps. I thought this was a great idea. I selected the replacement lamps and I called the superstore to inform them of the change. I was informed that there was a price difference between the replacement lamps and the lamps I originally ordered; as a result I had to pay $56. I simply cannot believe, after the money I've already spent and the time I've waited, that The Brick would attempt to squeeze another $56 from me.

The Brick speaks loudly about their 'commitment to provide an enjoyable shopping experience' but you do nothing to display such commitment to your customers when difficulties are experienced. The simple fact is this: I entered into an agreement with The Brick. I did so under the assumption that the goods I purchased would be delivered to me within a reasonable period of time (a right, I believed, is accorderd under the Consumer Protection Act). Three months is definitely NOT a reasonable period of time. If The Brick cannot provide me the goods we agreed upon, within a reasonable period of time, then you should offer me a replacement for those items, at NO additional cost.




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