The Brick

Bought a $3600 Frigidaire all fridge.

Love the concept of all fridge no freezer. Fridge showed up.

Driver said dont start it up for at least 90 minutes.

He took pictures and so did I.

On top on the backside the foam packing was cracked. Nothing was said to me if I wanted to keep this item with damaged packing. When I removed the packing from the fridge I discovered that the back of the fridge was dented, pictures of the damage was taken and sent immediately. Something had fallen on this item and not reported before shipping.

Here is where this becomes an issue, The Brick will not give a replacement of a damaged item once the packing is removed. How do you know it is damaged until you take the protective packing off. I am sure the packing has been engineered to withstand a fairly substantial hit. So something struck our fridge with some force.

So here lies the problem.

And my solution is easy, please inform all customers of return policys of damaged packing or crating before accepting any items purchased. Now there the only recourse I have is to accept a $350 or a in store credit of $700. If wanted a damaged un crated appliance I would have purchased one from a retailer that sells damaged items. You will not never see my hard earned money again.

Im always in favour of supporting local.

But this is the last time I will deal with The Brick Unfortunately I might too as I have a warranty with The Brick. So sorry to the Franchise that sold me this its not their fault. However they should inform customers of return policies a lot more better.

Oh, and this disclosure applies to your sister retailer Leons. Just so you know.

I am upgrading my living room and an about to spend a lot of money.

it wont be at Leons or The Brick.

So in conclusion. You have a day

Extremely bad experience at the Belleville Brick Furniture Store: On 14 Nov 23, we purchased a sofa and chair. We paid 10% down and were advised to return to the store on 17 Nov 23 to finalize paperwork and arrange delivery.

On 15 Nov 23, we received three identical emails from customer service with a 'thank you' note confirming the sale and attaching a receipt (11434LDTLP), customer code JACKB178Z9. Your email to us of Nov 14, 2023 at 12:51 pm refers. Upon returning to the store on 17 Nov 23, the customer service clerk accepted full payment for the items (receipts attached below) and went about arranging delivery. She was able to set up the delivery of the sofa, but when she went to do the same for the chair, the system would not work.

She called the supervisor over, who quickly determined that the purchased chair was not available. The supervisor determined that because we had only placed a deposit on the items, the 4 chairs that were in the inventory on the 14th, had been sold. Having not been advised at the time that this could happen, we were naturally upset and, having received a valid receipt for our purchase, we asked for an explanation. The supervisor, with attitude, said, 'sorry, I was not involved in the transaction, so there is nothing I can do'.

As this was not acceptable to us, we requested to speak to the manager. We were informed that the supervisor we were talking to was the most senior person currently in the store, so our conversation could go no further. In a very belligerent manner she told us our only option was to cancel the order and get a refund. This was unacceptable to us because we had purchased both the chair and the matching sofa.

To cancel one of the items without the other made little sense. In fact, the sofa had been an 'as is' part of the sale. (sales orders below refer). She then said we could cancel both the sofa and the chair.

This would have been in violation of the Brick's stated policy that all sales were final on 'as is' merchandise. Upon mentioning this to her, we were advised to sit down while she arranged the refund for both items. When we objected she threatened to call the police. While this was happening, a senior sales person who had been involved in the original sale on 14 Nov as an advisor to a junior salesperson, said she remembered the conversation and, in fact, had negotiated a reduction in the cost of the pair of items for us.

She was sincerely apologetic and confirmed that she also felt our purchase had been final on the 14th. There was obviously nothing we could do so we left the store, refund in hand. The upshot of our experience having had a confirmed sales agreement overturned and the conflicting application of the Brick's own policy was absolute frustration on our part. The entire episode was further exacerbated by the behaviour and attitude of the customer service supervisor.

We are circulating this review to as many on line services as we can find and all of our friends and colleagues.

Needless to say, we will never set foot in your establishment again and we will advise others in a likewise manner. George and Bonnie Jackson

Sent from my iPhone

BRICK WORKS IN SILOS AND THE CUSTOMER SUFFERS DUE TO LACK OF COORDINATION BETWEEN THE STORE, DELIVERY, MANUFACTURING AND WAREHOUSE!

Updated:

Terrible experience with Brick! I ordered a sectional and I was given a 3-hour delivery window and told to stay at home all day as delivery can be delayed.

I took a day off work and received a product that was damaged and missing parts.

I submitted Support Ticket 303079 and got a call from David Porter, Store Manager at the Sunridge Store.

I was assured by him twice that I would receive a new product and as compensation for the inconvenience caused the delivery team would install it for me.

The day before the delivery I called the store and was told that they won't assemble it; this is very unprofessional and Brick team lied to me.

Return/ Refund story:

I spoke to the operations manager, Gurkomal Sran and she sent me an email confirming the pick up, Brick gives a 3 hour pickup window, I stayed home from work and they pickup team was told to pick up a tiny care box which can fit in the glove compartment of a car!!! They sent two guys to pick that up and wasted my entire workday.

I won't recommend this store location to anyone!

We purchased a mechanical bed from the Brick in 2022, after a few months the remote for the bed stopped working, as we were outside the brick 1-year standard warranty they referred us to the manufacturer warranty. We submitted the failure in April 2023 and were told this had to go to the manufacturer and were given the contact information.

After waiting several months, the control module was mailed to our home address, and we contacted the Brick for a tech to come and install it. The tech came and installed the control module and then tried to sync the remote, after several attempts trying to find the correct remote and instructions he was not able to complete the setup. He sent this to the brick, and they again referred us to the manufacturer. We were given contact information of the manufacturer authorized technician and we contacted them.

They let us know when additional parts were on back order, and they were waiting for the parts to come in. this was Dec 2023. We were told the possible date would be January sometime and a tentative date of Jan 27. We still have not heard from anyone about this and are now waiting.

The supervisor we talked to said this is definitely unacceptable but have done nothing. Not sure what to do now as we have now been waiting over 6 months.

We purchased a sectional sofa last year from The Brick on St.James for several thousand dollars.

Made in Canada and seemed super comfortable and well built, this was finally the couch we had been looking for!!

One year later we now realize how badly ripped off we were !!

We cannot even sit on the large section anymore as the springs just sag to the floor and creaks and groans like a worn out old couch !!!

The other 2 pieces we stopped sitting on after realizing the poor quality piece of junk we purchased!!!

We do not DARE wash the removable covers!

Now we sit at our kitchen table for comfort.

After several calls and emails in regard to repair or replacement we hear nothing back other than someone will be in touch in 3 to 5 days, almost 1 month later still no call just more deflection!

Lets not even talk about the layers of protection we had to put on all of the pieces as the threads in this high quality piece of furniture just keep coming undone !!

Ill leave at that.If you plan to purchase from here go ahead just dont use it and it will be fine .

The Brick does not sell quality furniture they just charge quality prices!!

Their automated responses to reviews is even more astonishing and shows their lack of will in remedying the situation.

The Brick buys furniture to sell you from multiple companies which give the poor product knowledge. They sell garbage and think its quality, they advertise quality everywhere on the website but it does not show in any way, shape or form.

Eric Colwell &Spouse

Event ID 1290****. Lol now thats a joke !You never hear back!

Update

We had a inspector come look at our furniture and reccomended repair or replacement .

After waiting 2 weeks for a update we heard nothing and called back .

They said they had not recieved any information from the inspector and that nothing had been submitted.

So i called the inspector who informed me he had sent it that very day he was here!!!

I called The Brick back again and miraculously they suddenly order parts for the furniture !!

Of course no idea what parts were ordered they did not have that information Lol!!!

No timeline as to when our apparent Canadian made parts will arrive lol.

NO idea when they will come pick up the furniture for repair

DO NOT BUY !!!DO NOT BUY!!!

DO NOT FALL FOR THETE SCAMS

YOUR FURNITURE WILL FALL APART IN LESS THAN ONE YEAR!

The Brick is a malicious lying company!

Bought the new house in Windsor , placed order for 2mattres , suppose to deliver it 9th December, but they called on 8th we can deliver it on 9th, my family was already left for Windsor on 8th and so they can stay in the house , I went to store from where I bought the mattress and talked them about the issue , sales manager said you can cancel your order thats it , now my family has to stay in hotel and I have to get the emergency flight to get their to help them to get the mattress until those days we have to stay in hotels, you guys put me in too hassled and hard because of you guys Im losing lots of money , Paying for hotel for 4member who already got in windsor and I have to leave as well now , flight , got emergency day off from work , just because off your delivery guy *** , even your store slales manager didnt do anything to solve this situation, just told to cancel the order thats it , forever by to brick

J'ai acheté une causeuse le 7 sept 2023. La vendeuse m'a dit que je serais livré d'ici au maximum le 5 nov 2023.

J'étais réticente car je déteste payer pour quelques que je n'ai pas tout de suite. Elle m'a assuré que tout serait beau. Parfait...on attend jusqu'au 2 nov (car toujours pas de nouvelle d'eux), j'appelle au magasin, ma vendeuse n'est pas là mais on me dit qu'elle va me rappeler le 4 nov à son jour de travail. Samedi 4 nov, aucun retour d'appel!!!

Dimanche 5 nov, on se rend en magasin pour discuter avec un DIRECTEUR!

Haha quel joke...pour ce faire dire que notre vendeuse est en arrêt maladie et que notre causeuse sera livré seulement en décembre!!! Il nous a sortit son "beau discours de vendeur" :: je m'excuse, je peux rien faire, c'est le manufacturier, blablabla!!

Ça prend pas 2 mois construire une console!!(car c'est le seul morceau qui manque depuis le jour de l'achat en septembre!!)

Bref c'est juste des"VENDEUX" QUI VEULENT VOTRE ARGENT ET SE FOUTE DE VOUS APRÈS LA VENTE!!!

Qc,Canada