The Brick Reviews 775

I ordered a sectional sofa online on March 2, 2025. I received it on April 4th. However, when I started unpacking it, I noticed that two legs were broken. I contacted The Brick by phone that same day. They asked me to send pictures, which I did. They said they would contact the warehouse to find out what was going on and then let me know, but they never do. I have been waiting ever since to receive the replacement legs, but never did.

We cannot use the sectional because it is missing two legs. It's not fair to make someone wait this long.

Just so you know, this is the last time I will order from The Brick. I am a very unhappy customer.

Contacted: reviews at thebrick.com

This is what they said. It's a copy and paste template
Thank you for reaching out to us. We sincerely apologize for the experience you had and understand your concerns and frustration. We can see that the team has contacted the parts department for an update and is actively looking into this matter. As soon as the team receives a response from the respective department, they will get back to you immediately. We kindly advise you to please wait for the team to get back to you. We completely understand your concerns, and we apologize for any inconveniences caused.

Please do not hesitate to contact us if you require any further assistance.

Because of their terrible customer service reps at the Burlington store . We will never go back to the Brick. We purchased a patio set from the store and delivery and set went well. We went back to purchase a patio cover for the furniture. We picked it up today and opened it to put on our set and it was too small. We had it 20 minutes and the rep said we can’t take it back because it was opened. We couldn’t believe it! We found our sales rep and he got involved, she argued with him and he told her he would put back package and sell on floor. We got the larger one, but this experience has left a bad impression and lost our trust that if anything ever went wrong The Brick would not be responsible. We will take our business elsewhere

My service experience !!!!! I would and will be rating the brick experience as extremely poor.

1st... to have a customer pay the amount of money myself and fiance paid for our sofa set have to wait 2 months for it to be dropped off in 9 different pieces and told the instructions are in the package somewhere ..

Then after all of that to find out 2 of the 7 pieces were damaged then had to wait another extended period to get replaced and delivered.

Now let's talk about the delivery the second time... the first of 2 packages after pushing pulling dragging wiggling eventually came through the door scrapped up the door frame and having to specifically tell them the other package was getting broken down b4 coming through the door which I add was frowned on ... top it off when we called in to speak to a manager he completely disregarded our concern and our frustration and literally passed us on to another person.

We will not be back and I'll be telling everyone I can about our experience. Hopefully the replacement pieces are correct and not damaged especially the one that was excessively forced into our house ... hopefully we no long have to deal with the brick again.

The lady lied to us. Said we could take the appliances home and if we didn’t like it we could return it within 48 hours. I went back in the morning with the warranty, within a 19 hours of delivery and they said that’s not true, no returns.
We confronted the lady Kristina who sold it to us and she bold face lied and said she never said that. We suspected something was off because she wouldn’t talk to us at the counter , twice we tried waiting there to go over the paper work and she kept leading us to the back of the store. We even asked targeted questions to make sure we had a clear understanding about said return policy.
We asked if we could plug in the appliances at the store so we could see the electrical and she said no need because we try it at home and we could return. No problems, no questions asked.
They said there is nothing they can do and that’s that.
Dishonest sales people.
BUYER BE WARE STAY AWAY

Michael was a great help ..helping me decide on how to spend my warranty..
The communication between sales staff needs work...one person says one thing and someone else says something completely different..
When i got my warranty I was told if I didn't use it than after 5 years I can cash it in for anything I want....then when I called to see about my warranty i was told i couldnt put it towards a tv which is something I needed...than when I went in the store I was told I had to purchase something for at least 400 and pay the difference none of which was told to me at the time I took out the warranty

A very bad experience. They were supposed to pick up the old dryer but they fled. It's a big problem, i'm 62 and there are 2 flights of stairs. Customer service guy immediately tried gaslighting me when I called. Terrible company. I will definitely stay away.

I have no idea why they responded below. They didn't even answer the email I sent to the address provided.

One month ago I by table and bad they don’t delivered my appointment day first second bad have many damages they tell 3-5 days but already passed 10 days…I started my table and fondé that they don’t bring two legs… steel waiting already past 7 days.dear Byers make your choice yourself my best regards ara papyan

Very awful customer service Who are not willing to help at all. They do not disclose full details and massage prices that do not match or make sense. Never buy from here. 0/10 review. I would select 0 but that is not an option

Furniture arrived 3 days later, spoke with my sales rep and she was rude for no reason. When the furniture was finally delivered, the Couch came without legs. Same sales rep I had been dealing with was rude as usual. l'm disappointed with this treatment after spending lots of money at the Brick.

I had the pleasure of dealing with Erin. When I made the final payment, the fridge was already gone. She called around and was successful in finding another one. My delivery date remained the same as originally planned. Great job Erin. Thank you for your assistance. Great work ethics to go above and beyond. Thank you.

The saleswoman seemed knowledgeable and confident (Karen Carby-Guthrie), Charlottetown pei. She was very friendly and helpful too. We bought a mattress. 861.50 and a rug 112.70. Two separate purchases.

I bought a head board with a bed frame. They sent the wrong bed frame. So the head board is currently sandwiched against the wall because it can't connect. I've called numerous times and explained the problem, but at this point it's clear I'm being avoided.

Purchased soundbar/subwoofer. Soundbar works but no noise from connected subwoofer. Used manual, setup sheet, and a friend. No noise. Brought back to Brick. Told me to use bluetooth. I'm a senior and don't have bluetooth but used the optic cable. Sale item - once you pick it up at store - no refund, no exchange, no fix. You can't try it unless you pick it up!!! So if brand new and doesn't work - YOU'RE SCREWED!!! Will NEVER shop at the Brick again!
UPDATE: The Brick did reach out. Offered to show 'proper' connection in-store. Unit worked in-store however when connected at home, it still did not work. Only thing can think of (based on manual) is something disrupting wireless signal in my apartment/building. Now selling soundbar/subwoofer. Expensive way to find out wireless doesn't work at home.

I paid for a stove and they said that I could pick it up on Saturday. Saturday came and they told me it would be Friday next week. I’m getting a refund and going elsewhere. The topper was them denying the arrangement. So they basically are calling me a liar. I took the day off work due to the agreement we made. I will never shop The Brick again.

Hi Everyone...I wish I would have looked up the reviews before buying from the Brick. Please please please be careful about buying from them. Go somewhere else if you can. They lie to you, don trust what they say about warranty. When you actually need to use the warranty, "suddenly" issue is not covered, even though prior to buying, they give you the assurance that there is no worry about issues that may present it self with the product warranty. Please be careful everyone!

Brick Hamilton. Absolutely the worse customer service I have ever received. It is no long costumer service. It should be called customer crucifixion. I have had to work so hard for the last seven weeks to get some to even act like they care about our situation. They sold us a used, broken TV which was missing parts and boxed it up to as new. Can someone please help us? We aren’t going to go away.

I bought a new mattress from the Brick in Langley recently and was told it could be delivered on Friday April 18th.I told the salesman it was Good Friday and he said no Problem we will deliver it.I got a call from customer service on Thursday April 17th in the afternoon telling me they can't deliver on Good Friday.I arranged to have the day off and I wasn't happy .I went to the Brick after work and voiced my frustration and was greeted by a lady named Lovejeet who was very sorry on what had happened .between the Manager and Lovejeet they Said they they would deliver it on Tuesday April 22nd and refund my delivery cost which I was okay .so I Lovejeet and the Manager for making things right .
Thank you.
Glen

My son and I went to the Brick Shawnessy and Carrina helped us pick out a mattress and bed frame. She was vert helpful and we were able to purchase them for a reasonable price.

I normally don’t write negative reviews—almost all my reviews are positive. But after this experience, I felt I had no choice.

I purchased a Whirlpool Stove (Model: YWFES5030RZ) from The Brick’s online store, and it was delivered on Sunday, April 6, 2025. Once unboxed, we noticed the bottom drawer was misaligned and the oven door had an uneven gap—wider on the right side than the left. Clearly cosmetic defects.

I checked The Brick’s website and saw that product defects within the first year are covered by the manufacturer, so I tried calling Whirlpool. No response—it was Sunday. I also called The Brick store, but no one answered. The following day, I reached Whirlpool, and they scheduled a technician visit for Tuesday, April 8.

The technician arrived, tried for about 20 minutes, but couldn’t fix either issue. He admitted the drawer was flimsy and said he’d report his findings to Whirlpool. After he left, I contacted The Brick via online chat, sent photos, and was told to wait for the technician’s report before any action could be taken.

On April 9, I called Whirlpool to follow up. I was shocked to hear that the technician reported both issues as resolved. I explained that nothing had been fixed, but the rep insisted their notes were correct. I asked to speak to a supervisor, who agreed to send a second technician—but warned that if no issue was found, I’d be charged. Completely unacceptable.

The second technician came on Thursday, April 10, and immediately said, “This is how it’s designed—you bought a lower-end model.” I had no idea this was considered a “lower-end” product, but even so, I expect a new appliance to meet basic quality standards. He also took photos and told me to follow up with Whirlpool again.

By this point, I contacted The Brick store directly. After multiple calls, I reached someone who genuinely listened and assured me they’d try to help if Whirlpool didn’t resolve it.

On April 11, I called Whirlpool again. They confirmed the second technician’s report said “functioning as designed.” I reiterated that this wasn’t a functional issue—it was cosmetic. I even sent photos again, but the rep said she couldn’t see the problem and dismissed my concern, telling me “thousands of people have this model and don’t complain.” When I said The Brick needed a report from Whirlpool to proceed, she said they couldn’t provide one and that The Brick should speak with their Whirlpool rep. No ownership, no help.

Frustrated, I called The Brick again. This time I spoke to a different rep who told me they couldn’t do anything unless Whirlpool authorized it. I explained how I’ve been bounced between the two companies with no solution. His response: “Well, sir, it’s not 30 years ago.” That says it all. He kept quoting their policy to me!

I told him I would leave negative reviews and even contact CBC Go Public. He said, “That’s your prerogative.”

All I wanted was a properly functioning, cosmetically clean stove—or a replacement. I paid $1,461. I’m not asking for anything unreasonable.

My advice: Buy your appliances from a company that actually supports its customers. I should have bought from Costco. Instead, I got stuck with a flawed product and two companies pointing fingers at each other and me. Buyer beware.

Worst service ever. Waiting over 45 minutes for dessert. Then rje manger told me to leave since I complained. Will never go back again