Kitties in Diapers Aidan's blog

1. 

   Arlie
   January 7th, 2008 - 18:14

   This type of problem really frustrates me. I think legal action should be taken against the brick. Did you pay extra for the warrenty? Keep on them! People own pets if the warrenty is invalid because of them one should be told. Check the fine print!

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2. 

   Schwabe
   January 9th, 2008 - 21:10

   Good letter man, I hope that it gets attention from Brick execs. I would recommend following up again and until you get a response.

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3. 

   Lisa
   February 16th, 2008 - 10:13

   Hello Aidan,

   I was searching the web to see if anyone has posted about warranty issues w/ The Brick and came across your blog post here. I am very interested to know how your situation turns out.

   Back in Aug 2007, I bought a very expensive leather sofa and loveseat from my local Brick. When asked if I wanted to purchase the extra warranty (which gives me 5 full years of warranty in total), for the low low price of $299 – I asked the staff what it covered; and would it cover cat scratches as I do own cats (and have never had leather furniture before). I was assured that yes, even cat scratches would be covered; Was never at any time told that *IF* either piece of furniture encountered a cat scratch, that any legit manufacturer’s defects would be excluded from the warranty.

   I’m having the same problem. The middle cushion of my couch (remember: only 6 months old, I live alone, I am definitely not a 2-tonne Annie) is sagging badly, to the point where it’s uncomfortable to sit on it. Unfortunately, the cushion is attached to the couch; can’t be flipped or rotated.

   I called up the Brick today to report this and they told me they’d have a repair tech call to arrange an appt to inspect the problem; and that he can very likely fix the problem “on site.” I have an issue with that; how he can unstitch the leather and properly replace the foam inside this cushion without making it look like a dog’s breakfast is beyond me. But according to your post here, I guess that will be the least of my concerns

   Funny – the salesman I purchased it from, before I decided to ‘take the plunge’ and buy leather (out of concern that my cat might scratch it), he and I had a nice discussion and he, in fact, shared with me that his own cat actually avoided his leather couch. So………….it was well known when I was offered (and paid for) the extra warranty that I had a cat………..and surely nobody told me that my warranty might/would be voided due to “abuse.” Of course I can’t go back and prove that conversation with him, now can I?

   Please let me know how things turn out for you, particularly if you’re successful.

   Thanks
   Michelle

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4. 

   Chris Gongaware
   April 28th, 2008 - 11:32

   Below is a recent email I sent to the brick! Such great assistance!

   To whom it may concern.

   I had purchased a sofa and matching recliner in may of 2007. The recliner had to be fixed due to problems with the mechanical assembly. There was no problem in this. We have since moved to Southern Alberta. The sofa has been having similar issues recently; as per your website we contacted our local store who sent out a repair technician who said that nothing is the matter with this sofa in a rather abrupt and ignorant way and then proceeded to leave within about 3 minutes of his inital arrival. I had called the store back (Lethbridge) and spoke to a very ignorant customer service woman, when I asked to be transfered to the “Manager” I was disconnected not only once but 3 times in a row by this individual. I finally got to speak to the manager who essentially tried to passify me without evening mentioning any recourse to be taken on my sofa and then disconnected the call. I tried calling back only to be disconnected again.

   I find this type of “CUSTOMER SERVICE” horrific and hopefully ask that there be the proper repairs made to my sofa. I dont think this type of behaviour is typical of the Brick but I guess only time can tell. Please do not pass this on to the local manager again as it needs to be escalated to a level where some sort of assistance is achieved and I believe that this store cannot satisfy such actions.

   Best Regards,

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5. 

   Chris Gongaware
   April 28th, 2008 - 11:32

   To whom it may concern.

   I had purchased a sofa and matching recliner in may of 2007. The recliner had to be fixed due to problems with the mechanical assembly. There was no problem in this. We have since moved to Southern Alberta. The sofa has been having similar issues recently; as per your website we contacted our local store who sent out a repair technician who said that nothing is the matter with this sofa in a rather abrupt and ignorant way and then proceeded to leave within about 3 minutes of his inital arrival. I had called the store back (Lethbridge) and spoke to a very ignorant customer service woman, when I asked to be transfered to the “Manager” I was disconnected not only once but 3 times in a row by this individual. I finally got to speak to the manager who essentially tried to passify me without evening mentioning any recourse to be taken on my sofa and then disconnected the call. I tried calling back only to be disconnected again.

   I find this type of “CUSTOMER SERVICE” horrific and hopefully ask that there be the proper repairs made to my sofa. I dont think this type of behaviour is typical of the Brick but I guess only time can tell. Please do not pass this on to the local manager again as it needs to be escalated to a level where some sort of assistance is achieved and I believe that this store cannot satisfy such actions.

   Best Regards,

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6. 

   Randy
   May 2nd, 2008 - 11:40

   Just to let you know we are going thru the same hell with our leather set, a saggy cushion (foam issue) , the only difference is when the tech came out for the inspection he claimed it was normal wear and tear. His other comment was unbelieveable that he said for $400 dollars you could have this fix, well fix it, we have a warranty on the cushion foam. We thought accordingly to our warranty that cushion (foam) supports where covvered for 5 years, this stuff is only 2-1/2 years old and it’s only the flippin love seat that in the middle is breaking down and when you go to sit I got nowhere with the service manager (horrific at the least) at the West Endmonton store and I am very disgrutted with the the total outcome and frustration of a 3 week poor response time after several phone messages left to get a answer. My thoughts are if they don’t want to back their warranties, don’t sale them at any price. I truly believe this a manufactures defect and the 3rd world country that they purchase their furniture from is of poor quality and not made to last.
   My last comment is I have told the Corporate Office and said that they can have my credit card back I will not be doing any further business with the Brick. Also I will continue to voice to family friends and anyone that wants hear if they want to buy from the Brick they should know that they do not back warranty issue’s and buyer beware.
   regards
   Randy

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7. 

   Linda
   May 23rd, 2008 - 12:32

   On April 11/08 we went to the grand re-opening of the Brick at WEM because they were announcing a 20% off for that day only.
   I sent the following letter to troubleshooter:

   We purchased a 3 pc sectional with 2 recliners and a sofa bed. We also purchased their extended warranty as well as paid for delivery. Our purchase totaled $2,393.96. We were told that they didn’t have any of these sectionals in stock, but that it would be coming in by the end of the month…we were prepared to wait.

   On April 29th they delivered the couch. On May 1st we noticed that one of the recliners did not function properly, so we called the Brick & told them. We told them that it would be ok to replace just that one section, but they at that time informed us that just 2 days prior to us calling, that model was discontinued! So we told them to just pick up the sectional & credit our credit card. A girl at customer services 483-4509, named Phoebe said that would be no problem, but we would have to call back the next day to arrange for pick up.

   We called again on May 2nd & spoke to customer service, this time a guy named Elliott. He said no problem, which he would arrange for someone to pick up the couch on Wed. May 7th. He also said that as soon as the guys pick up the couch we should phone him back (he said he would be there), and he would put through the credit on our master card & fax us a copy of same. Then when May 7th came around, I realized that I had not received a call from the delivery people to tell me what time they would be here. I called customer service and Vanessa told me that it was actually scheduled for May 14th! I said we were told May 7th & so she was able to put it on the schedule for pick up that day.

   Shortly after the guys picked up the sectional, I again called customer service and spoke to Vanessa about our credit to our card. (Elliott was not in that day!). She said she could not do it without her manager’s approval & that he would be back the next day at 10am.

   I called customer services again on May 8th at 10am & spoke to Vanessa. She passed me on to her manager by the name of James Papillon. I told him that the slip of paper that the pick up guys gave me had a dollar amount on it that was short by $94.45. He said he could not give me a refund because the store policy was that we re-select different merchandise. He also told me that the difference of $94.45 was the delivery charge. I told him we would have been glad to accept an exchange for the same couch, but that we were told only after we received it that it was discontinued. I also told him that they only had one other couch in their store that suited our needs (sectional, with sofa bed), but that it was too expensive. He said that according to their computer records, Phoebe had informed us that it was for re-selection only. I told him she said we would be able to get a refund. He argued with me in a very rude manner that he didn’t care what we thought we heard, but this is the way it is.

   I called my husband at work him & he started placing calls to someone in charge at the Brick who may be able to solve our situation. In the meantime, we had gone to a different store & put a deposit down on a sectional sofa bed for the same price we paid for the other one.

   My husband called me back & told me that he had to leave messages for someone to return our call. He said I’d be getting a call from a Chris Box or a Rob Schmidt.

   I received a call from Rob Schmidt. His number is 497-4900. I believe he is the store manager or the regional manager; I’m not sure of his title. He told me that it is in fact their policy to only offer exchange of merchandise & told me that it was right on the invoice stating that. I asked him where on the invoice did it say such a thing & he said he didn’t have one in front of him. I said well I do, and I’ve read the whole thing & it does not say anything about that. Again I told him that we liked the couch, but it was broken & that we were since told it was a discontinued model. He agreed in that case to refund our credit card & said he would send a fax to customer service at the store telling them to give us our refund. He told me that we would not be able to get the delivery of $94.45 ($89.95 + GST), because they have to pay for the gas, etc…

   I called the manager of the store, Marc S. at 444-1000 asking him if he received an email concerning this. He said he did not. I told him I spoke to Chris Box. (I had gotten the names mixed up, when in fact I had actually received the call from Rob Schmidt), and Marc said you couldn’t have gotten a call from Chris Box because he isn’t even in today. I said, well I think it was Chris Box, how would I know that name otherwise? Marc said we give out his name to customers all the time…very rude. So he basically just shrugged me off.

   I called James at customer services a couple of hours later & as soon as he got on the phone he said nothing has changed since I talked to you this morning. I told him I received a call from Rob Schmidt & that he was to send an email. James checked on the computer & said there wasn’t an email! But then he said he would check his personal email. He came back on the phone & asked me for my credit card number so he could process the refund….no apology, nothing. I gave him my MasterCard number & asked him to fax me a copy of the credit. I did receive a copy of the credit by fax within about 10 minutes. However, the amount is short by the $94.45.

   We are wondering how they can withhold this delivery charge for faulty merchandise that we no longer have & it was faulty when delivered. When they delivered it, I had to sign that I received it. I asked that if there is a problem am I signing that it is all-good? They said no, we have 90 days to inspect it.

   Could you please advise as to how they can get away with this extra charge to us, when it was clearly not our fault they gave us defective merchandise.

   Thank you for any assistance you may have to offer.

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8. 

   joyce
   June 3rd, 2008 - 12:37

   Hi everyone,

   I was trying to purchase a mattress online today ( June 03, 2008) in the brick store and during the billing process, there was a charge of 99,95 for administration fee and 99,95 for delivery fee. I think this is ridiculously overprized! So I called the customer service, wanting for some clearer informations. The lady in the phone, hang up on me rudely after telling me some confusingly explanations about the service fees. So I called back, and complained to a guy about the customer service. He forwarded the call to the manager and the only thing he is able to say is : Ok, I have noted it!

   Being one of the largest furnitures and appliances distributor, I just hope that The BRick COmpany will actually give a better service especially they are overcharging their clients anyway. It is unfair to all customers to be treated rudely, without respect after this giant monster eat all their money.

   I will surely pass the message to all the people I know, to all friends and families planning to encourage The Brick. And hoping for the downfall of this giant mischeavous store!!!

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9. 

   randall wuthrich
   June 17th, 2008 - 14:19

   hi can,t believe the bricks garintee there salesmen lie to sell there product i purchased a new branda air conditioner had it for one month never worked good i,ts a nine thousand btu i only have a small room and i,m sweating with the airconditioning on i,m very disapointed with them .

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10. 

    heidi moleschi
    June 26th, 2008 - 14:49

    jun26,2008
    can anyone tell me how to get a corporate search done on the brick? i live in b.c. and the search offices here can’t find it and i need it to take them to small claims court.
    same story as most here-saggy cushions, leather flaking off and warranty not honored.
    any info or phone number of corporate search companies would be helpful.
    thanks.

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11. 

    Hanadi Akkad
    July 9th, 2008 - 07:40

    Hello, I’ve come up with a situation with The Brick in Mississauga Ontario, similar to the situations above. And I was certain I wasn’t the only one that has been treated great when purchasing a big ticket, but when it come to its faultiness, the customer service I get is “theres is nothing I could do about it” I have also wrote several e-mails and am being ignored.

    There must be a mass e-mail we could all write and continue to send until we get a reply or some sort of compensation.
    If anyone is with me in coming together is writing a mass e-mail and finding a contact to explain our customer service issues then e-mail me at

    allia_akk@hotmail.com
    subject: I want a Change in The Brick’s Customer Service

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12. 

    Hanadi Akkad
    July 9th, 2008 - 08:16

    As you may be aware, I have had a bad experience with The Brick. In an effort to let others know about my experience I have posted a complaint at the following url: http://www.TheSqueakyWheel.com

    Please forward this e-mail to as many people as you know.

    Thanks for your support.

    Yours truly,
    Hanadi Akkad

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13. 

    Cindy
    July 15th, 2008 - 17:56

    July 14,2008

    Hi everyone
    I would just like to let you all no not to make a purchase at the Brick. They are all a bunch of liars and don`t stand behind their warranty. My so bought a fridge and stove there. The fridge turned out to be a piece of junk. The Brick wants nothing to do with the problem even though the fridge is only two weeks old. The repair place here in North Bay is Georges appliance. They dont want to repair it when my son is home. They expect him to take time off work. They are not good with customers, and neither is the Brick. Save your money and go to Leons where they stand behind the produst they sell you

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14. 

    shellie maidment
    July 16th, 2008 - 06:50

    I had a hell of a time with a brick warranty this year also. I purchased a 2000.00 plasma tv in March 2006. Now most of you would think that a 2000.00 tv should last for a bit. About 1 year and 9 months later, the tv started acting up. I had an extended warranty, so I called for service. After a rude repair man and several months went by with no parts (and believe me, i called often to check on parts) I finally called the Brick to ask at what point they decided that my tv could not be fixed and would give me a new one. (that is the warranty-if they cant fix it you get a new one) No one could tell me. I have lists and names and dates of different people i spoke to, and they kept passing the buck to someone else. Finally some idiot told me to call the manufacturer in BC. the manufacturer freaked and told me that I should never be calling him, it was up to the Brick or the warranty company Transglobal to call on their customers behalf. Once he was involved, it was the next day that I finally got a return authorization number from a lady at Transglobal for my tv.
    I went to the kitchener brick store the next day to pick out my new tv, as my full credit for the original tv was put back onto my card. At this point, I had waited for 6 1/2 months–I was excited to be getting my new tv.
    I decided on an LCD, as I had bad luck with Plasma. Alas, it was not in stock and would be available the following week. The arrangements made for pick up on the old tv were for May 28th, 2008. The sales girl at the kitchener brick store, Sheellagh told me they would deliver the new one when they picked up the old one. So in my mind, that was May 28th.
    On May 28th, my boyfriend stayed home from work becuz we have no clue when they will show up. When I got home from work at 4pm and they still hadnt come, i called to see what the delivery time would be. I was told that there was no delivery on the truck for me that day–it was for June 4th, 2008.
    No one had the decency to call and tell their customer. I called the store and left a message for the manager.
    The manager did not call that week, or the next. I did receive my tv on the 4th. My boyfriend took another day off work, they called at 4pm to tell him they would be there for between 5 – 8pm. Well he lost another whole day of work!! That nite at 845pm, the Brick delivery truck pulled up in my driveway. AGain, no one had the decency to call the customer and let them know.
    I called the manager JR at the Kitchener Brick store again. I was told that he was on holidays.

    AFter a month of no manager calling me back, and I had also had sent an email to head office, with no replies, I took the afternoon off work to go and see JR myself, in person.

    He assured me that he had never gotten any messages from me. I dont believe him, but anyways i told him my story from beginning to end. I told him that the ball is in his court now, if i will be shopping at the Brick again or not.
    HE called me the next day to tell me that if i want to come and shop there again, he will give me a gift certificate of 150.00.
    I said well, you are giving away a 500.00 gift certificate to customers who are buying a mattress!! I just spent 3000.00 in your store and you want to give me 150.00 after all of this mess?

    Well guys, he can shove his 150.00 gift certificate up his wazoo, I will not shop there.My letter would be too long if i wrote all that i went through. I just know that i will never shop there again. and they dont seem to care that i have been a customer since 1987.

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15. 

    shellie maidment
    July 16th, 2008 - 06:52

    i also found out this year that they own United Furniture warehouses stores also. so if you are boycotting the brick, make sure you dont buy from there also!!

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16. 

    heidi moleschi
    July 16th, 2008 - 14:51

    has anyone taken the brick to small claims court? i am in the process and i can’t seem to find them anywhere in canada with my corporate search that is required for suing them. any ideas?

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17. 

    Jen
    July 18th, 2008 - 11:07

    I had many problems with my brick furniture- it was backordered and I didn’t not get my stuff on agreed on delivery date- I had no couches for 6weeks- as I had got rid of the old ones to make room. They also delivered the wrong TV and then would not take back the wrong one- when they finally delivered the new one. After many phone calls I got 150$ back- with was lame. I have boycotted the Brick and tell everyone not to shop there, if they can help it. I got the cat scatches promise from the salesperson, only to read the warranty and find out they were not covered- it says any damages caused by animals is not covered.

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18. 

    Sonia
    July 28th, 2008 - 16:19

    I will never shop at the Brick again!!! The first delivery I got I received half of my orders… I ordered this a month and a half in advance. The delivery guys asked me if I wanted them to put the legs on my couch ( me not knowing I already paid for set up) said sure. The put the legs on and left. My boyfriend and I realize afterward when you lift the couch and chair the legs are hanging off the screws you can spin them. So I paid for set up and they just left everything else in the rooms not set up. I also notice that you can see staples and fabric torn and pulled on the side of my couch. I call and tell them pick this up send me new ones. The next time they come is 2 weeks later and finally bring me a decent couch and chair and install it properly. But they leave dirt all over my carpets. On top of that we end up trying to set up are headboard and the hardware that came with it goes right through the headboard. So we call them up and say why are we setting stuff up when we payed you to send us a new one. The guy comes with our new headboard and leaves and we inspect its installed wrong. So by this point were still waiting on another couch and were told it would come in a week well instead its 2 weeks. They bring it in scratch and gouge my entire wall leave the couch on the ground no legs set up and garbage still on the couch! Now a day before this we went to the store and said before you send it out make sure its quality assured no defects. Yet again the couch they brought has gouges in the wood and gaps. I proceed to call the store manager and tell her listen why is it that I have to chase you and your employees to do their job. I basically said that the delivery people were completely lazy and obviously don’t want to do the work and that its pretty sad that, that is who is representing your company. I also brought up the fact that they have a pledge of customer satisfaction and quality furniture. That it was horrendous customer service and that why should I as the customer be waiting two months for stuff I ordered and have 6-8 delivery’s to my house that it was disgusting and I want something done. She told me she would be expecting the store manager and that she would call me on tuesday! will see I cant wait to see what the next couchs defect is!

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19. 

    Iva
    July 31st, 2008 - 18:50

    I bough two leather couches from the Brick on December 5, 2006 and was told they would be delivered by Christmas, just before the time came I got a call was told after Christmas. I said ok waited and got another call and was now told by the end of January 2007. I was mad but said ok. Again another call this time saying it would be until the end of March. I was really upset but decided to wait. Then, you guessed it, another call this time I was told it would be until the end of June. I was so angry I went in to cancel but the manager at the Coquitlam store said to reselect and he ended up choosing a new set. I wasn’t thrilled but after all that time I though who cares at least I will finally have something to sit on. I always have my sofa set up a certain way one against a wall and one in front of the window but in the spring I put the one near the window in an open part of a room. To my horror not one but both sofas were coming apart at the seams. I called the Brick and they said your warranty just expired so too bad. I had just purchased a mattress set from them and after they said that went in to cancel my order. Suddenly they can send a tech to see it. The tech came said it was poor craftsmanship and that I should just return it, said the leather wasn’t leather it was vinyl where the pressure points were and that it will happen again. I called the brick they said they would fix it. Instead of fixing it was melted and burned it looked like garbage. So they replaced it, when the delivery guys came they were shocked and showed me that the new set was ripped and it was brand new!!! So I called the store the manager asked to speak to the driver who told her he has seen this many times before with these particular sofas and that he has seen many returns in the warehouse. She told me to come in and pick out a new set but I had to add almost as much money as the price of the first set. I agreed and to my horror the new different style leather sofas came to my home ripped and full of flaws. I called they sent a replacement and the replacement was suppose to be inspected by a supervisor. I guess it was because all the rips and tears on it were actually marked with a white marker in a circular form to better show the damage I guess!!! I called again and said I have had enough games to which the manager replied she would refund my money. She said on Tuesday July 29th the money will be ready on Saturday August 2nd they just had to pick up the couches on Friday to be able to release the money. She said she was going to call head office to have them release the funds and asked if I paid with a debit card cause it has to go back on that debit card. She called me on Thursday July 31st to tell me that I am not getting a refund because head office said no. I was so mad and I told her that this was unacceptable and that I want my money back. I called the store back and asked to speak to a higher manager who was so rude and cocky. He said, “You are not getting your money back, I am telling you that you will never get your money back”. I told him I called head office to which he replied, “I am head office, every time you call them you will only get me to deal with and I already told you I am not giving you a refund I don’t care what the other manager promised I am her boss and I say no”. I told him I would call a lawyer he said, “ good call your lawyer have him call my lawyer I don’t care”. I hung up on him and went there, with my mom, to see him in person.

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20. 

    Iva
    July 31st, 2008 - 18:51

    He was out for lunch and another manager named Paul along with the one that promised me a refund Semita, came to talk to me. The new manager said he would not give a refund only a reselection, I told him I am done reselecting and just want what was promised by Semita, a refund! She then lashed out at me and said, “I will not stand here listening to these lies, I never said you would get a refund”, I couldn’t believe my ears she was lying to my face and not only that but she was calling me a liar in front of my mother, other customers and staff!!! I repeatedly said I do not want credit there is nothing from them that I want I gave them so many chances and have had enough. The manager just smiled and said that is all he would do and nothing more. Because I purchased the mattress recently about 2 months ago and for that purchase used the Brick Card to pay I said ok transfer the money to that and we will call it even to which he said he cannot do that because it’s a different company and said no sorry credit only. I have never in my life met so many liars and scam artists like the Brick staff who are condescending insulting rude and full of crap!!! I will go further with this fight and will not give up until justice prevails. I will also warn others to stay away from the Brick for the rest of my life!!! No one deserves to be scammed like this no one!!!

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21. 

    Sonia
    August 1st, 2008 - 15:12

    Anyone that has a problem with the bricks quality of service and quality of product please look uo Ontario Government Ministry of Consumer and Corporate affairs look them up online and call there toll free number. The Brick will start to be held accountable if ppl start sticking up for there rights as a customer!

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22. 

    Bonnie
    August 8th, 2008 - 10:08

    I purchased a washing machine from the Brick, with the extended warranty…Trans Global services! One year later I needed a repair, a small repair at that, the work order was assigned to Broughton appliance service In Newmarket……It took over 2 weeks to get them out to fix it (waited 3 days for parts and the rest was playing a he said , she said in submitting the work oder for Authorization from trans global….after a manger at transglobal assisting)……2 loads of laundry and it flooded in my basement!!! Worse off then then before he fixed it……….Instead of coming out within 24hrs to garrenty the work they had just done, they insisted it would need different parts and I would just have to wait for them to come in!…ahhhh
    After taking this up with managers at Trans global…..3 days later Broughton was back to fix it…..only they did not have the 2 parts required to fix it, so they would do a temporary fix until the parts came in…..”3 WEEKS” later I still haven’t heard back from Broughton…..After calling them twice I am told they are just waiting on Trans global to Authorize…..After many calls to Trans Global they show nothing of waiting on an authorization # (just like what happened in my first 2 week waiting game) After leaving many messages and emails to managers at transglobal, all week!!! I have yet to hear back from anyone!! I have spent endless hours on the phone at Trans Global, on hold for managers, only to get disconnected to call back several times before someone finally answers my call, only then to hold again, and then to be told they have sent an urgent message to the managers to call me!!!
    Soooo over 6 weeks later, my machine still isn’t fixed, I have wasted endless hours playing middle man to these 2 companies and asking for manager’s assistance in speeding things along and have been to the laundry matt “6 TIMES”!!!! Good thing I paid the extra $200 for warrenty!!!!!!

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23. 

    Former Brick Employee
    August 13th, 2008 - 09:43

    First, to those of you threatening legal action – good luck. Their policy is “Bring it on – we have a team of eight lawyers and you’ll just be spending your money on your own lawyers for nothing.”
    Second, the furniture is not manufactured at The Brick, so while they may SELL cheap products, they are, in essence, not responsible for the quality. Sucks, I know, but it’s a fact.
    Third, try calling the ‘executives’ at The Brick as much as you want. They don’t care. They collect their huge paycheques and laugh at you on their way to the bank.
    Fourth: Beleive me, with these people, you WILL get a better response from them if you coat them in honey. Keep in mind that the customer service people you are speaking to are not well paid, and are not well treated either by customers nor employers. Being nice to them works.

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24. 

    Sonia
    August 19th, 2008 - 14:14

    I dont care if you are a sales rep, a delivery person or a big corporate whatever in this business ( The Brick) you represent product that is advertised as quality and you advertise customer satisfaction back your product!!!!!!! As far as I am concerned don’t even waste money on court with these guys call consumer and corporate at there toll free number 1-800-889-9768. They are government and have the right to fine, take away business licenses. And those big guys that walk away with huge paycheques and don’t care to respond to the crap that are promoting and selling don’t worry what goes around comes around and when more people complain to this branch of government will see who’s laughing! And as far as these people don’t get paid well I am sure there are a lot of people who aren’t satisfied with there pay who work in a customer service industry but at least they treat customers with respect and some dignity. Sorry former Brick employee but your an ignorant human being why aren’t you still working there? You sound like you’d fit right in!

    ( REPLY )
25. 

    Sonia
    August 19th, 2008 - 14:15

    Ontario Government Ministry of Consumer and Corporate Affairs

    TOLL FREE NUMBER: 1-800-889-9768

    ( REPLY )
26. 

    Steven Meier
    September 5th, 2008 - 20:10

    September 05 2008
    To whom it may concern,
    I would like let you know that I’m extremely disappointed with service that I have received on my first purchase at “The Brick” on 10153 King George HWY #3700 Surrey, B.C . I have been recommended to the your company by my family members who have been purchasing your products for over twenty years. My close friends recommended that I do not use The Brick for poor service but I decided to go with my roots and try out The Brick. Well I guess the newer generation was right.
    It started May 23 2008,when my salesman Rustum “Rusty” Gill and I started making a verbal agreement that I would purchase all my furniture and entertainment center from him as long as he can have it delivered on time which was July 5 2008 because he knew that I was moving into my new home with my family and I had nothing so it was impeccable that I needed it. So he and I went through and picked out everything that I needed. The two bills came out to be one for roughly $1300.00 and the other was $15,687.68. This was a lot of cash for me.
    When July 3 came a long I had not heard one phone call from The Brick even though I had paid in full,so I went to see Rusty. But Rusty was not working. So another gentleman (Warehouse Manager) went through my order with me. I was shocked that 40% of my order was missing after six weeks of the purchase, there was a scramble with two days left to my move in date.Also I was finding out that there was discontinued products for my master bedroom suite cancelled and I had to take the scratched floor model night table. Totally disorganized and chaos. I than later talked to Shawn Getty (Store Manager) on July 4 2008 and he set me up with Rusty. He had some excuses, typical salesman. In the end I moved in my home with one couch and a mattress, which was better than none at the beginning of the day.
    Rusty had said it would be ten days until I had everything but in fact when I had received everything it was August 5 2008. This is now one month late from July 5 and in total ten weeks from original date that I walked in the door that Rusty guaranteed me my July 5 date. In all this time I still had not even had a phone call from Rusty Gill or Shawn Getty ,I had to follow all my products up and also make the dates for when my wife could be home for delivery.
    In all, this was a extremely painful slow process like pulling teeth to get anything on time or cooperation from your service. The billing for customer service made an error on one of my payments also saying I was owning $1700.00 when it should of been $7000.00 I don’t know how that happened I had to have them correct that also. I just do not have any faith in this one time furniture giant The Brick any more
    September 1 2008, I had company over, who slept in my spare bed and the frame bent. I would like a new one.
    I WOULD NOT EVER RECOMMEND THE BRICK TO ANYBODY AFTER THIS NIGHTMARE

    I had just received my credit card bill and card on August 20 2008 and they are going to start my interest as of May 23 2008 when the deal was when Rusty told me I had three months of no interest until I have received all my purchases which was August 5 2008.
    I would like to be compensated for this nightmare.

    Steven Meier

    ( REPLY )
27. 

    Anthony Godlewski
    September 10th, 2008 - 08:10

    Never mind poor quality in furniture,My sister in law ,my wife and I went in to the Brick store at Dundas and Dixie in Mississauga to purchase furniture and an lcd tv, after being begged to take in home warranties and extended warranties (Which we did to the tune of $480.)We were asked if we wanted insurance coverage,we responded absolutly not!While filling out “STANDARD CREDIT APPLICATION” RAji Grewal the sales rep indicated to my sister inlaw where to sign, not once mentioning that the small lettering at the bottom where he asked her to sign a second time was the INSURANCE POLICY from TRANS GLOBAL INSURANCE.My sister does not speak english very well and I am trying to find other people who have been duped like this and just paid the monies out as it is exausting trying to get anywhere with these crooks. The insurance is calculated @ $1.09 per $100 of her monthly Brick card balance so she owes $600 on a $5230 purchase in just 2 months. I spoke to a senior sales guy in the Brck Comercial division and he told me THE BRICK is pushing its sales people to get these things signed!! There have been numerous consumer complaints and it is totally unacceptable to push un needed insurance coverage on people (MANY BEING HARD WORKING IMMIGRANTS WHO DO NOT SPEAK ENGLISH WELL!!)If you or anyone you know has been scammed like this please email me at anthonygodlewski@rogers.com as I have had enough of this corporate orgy of raping and pillaging the small consumer and I don`t care if they have 80 lawyers working for them THIS IS ILLEGAL!!!Oh and the attitude at the store and on the phones is the same as with the quality issues “sorry theres nothing I can do”So you can imagine the frustration as you know your being ripped off but they have actually brainwashed their employee TEAM that they are not common theifs!!The rudeness and callousness is infuriating and mind boggling from top to bottom in this fast furniture company!!

    ( REPLY )
28. 

    A different Former Employee
    September 10th, 2008 - 10:12

    First thing I’d like to state is that this isn’t the 50′s anymore. Products aren’t made like they used to be, and people are far more selfish (consumers included)
    When you complain about crap quality, how much are you paying?? You get what you pay for nowadays. I worked in the Brick Customer service for over 4 years, and far too many times I had the returns of $20 dvd players from people expecting it to work just like the $80 one.

    As a consumer, it is YOUR responsibility to be informed, it is YOUR responsibility to ask questions. Staff always has a million things going on besides you, from all different directions, so thier brains aren’t in complete sync with yours. The Brick invoices neatly outline the (non-existant) refund policy on the back of the invoice. It is YOUR responsibility to read it.

    Be reasonable. Half the stuff you are complaining about is of no fault of the Brick. Stuff on backorder?? Not the Brick’s fault, in fact, they won’t even guarentee delivery until they have the product in hand. Why not?? Cuz SHIT HAPPENS! Truck drivers could strike, could be an earthquake in China, who knows, but things beyond the power of the Brick often influence your delivery time.

    The Brick sells their product third party. They don’t have a little sweatshop tucked away in Edmonton to produce your products. Want to know if it’s made in China?? ASK!

    On another note, respect is given when it’s recieved. If you are being disrespectful, unreasonable and downright belligerant with a customer service rep, expect the same treatment back. We’re just people too, who didn’t cause your problem, but are kindly trying to help you with it, as well as the other 200 bitchy unreasonable customers that called today.

    ( REPLY )
29. 

    Sonia
    September 10th, 2008 - 18:05

    well then the brick sales reps should’nt tell the sutomer that it would all be ready for delivery. They should’nt make a pledge of quality Produck and customer satisfaction if they can’t back it. Consumers come in there and spend a lot of money so it is there right to expect “The Bricks” Pledge. I have noticed with myself and any other comments read that the brick is good at avoiding the issue and giving the consumers the run around. Don’t false advertise to consumers about how great your product is if you can’t back it. Why do you think customers get belligerent? Because the Brick and its staff are all about the sale and their comission and its screw the customer because there is no return polivy. Start backing your product and maybe trying selling quality product instead of crap then you would’nt have such rude customers and whether some spends a $1000-$10 000 they are entitled to good customer service before and even after the sale. Everyone that has issues with the brick regarding improper set up of there furniture damaged or defective furniture or lied to in the store about how everything will be ready look up Ontario Government Ministry of Consumer and Corporate affairs. Under the Consumer Protection Act 2002 you as the consumer are entitled to quality of goods and services. I am an Angry customer due to negligent delivery and set up and delivery of furniture in different weeks when told it would all be ready for my delivery date. I have had about 9-12 different deliveries because furniture was defective and damaged and installed improperly 9 different times. That is pretty sad!!! Brick get your act together because word of mouth is what brings you business and sooner or later people will realize just why they should’nt shop there. Because your customer service is atrocious and your product is astrocious!!! Get your act together!!!

    ( REPLY )
30. 

    Sonia
    September 10th, 2008 - 18:14

    I am sure there are a lot of angry consumers who are a little out of hand but as a customer service rep thats when you get someone like a manager so you don’t have to take the disrespect there paid more and have more authority. Its the techniques that customer service employs that piss people off in the first place and quite frankly there are bad reps and there are good ones. But management at the brick is the laziest I have ever seen and the attitude changes once they actually have to do something like fix a problem then its so hard to get a hold of them isn’t that funny how there all about selling to you but then there never around to deal with the crap later? I find it vastly amusing how you guys have a regional vice president email and that you say you will respond back in 2-3 business days. Wow I have sent about 10 emails in the past month no email back. As far as no refund on the back of the invoice The brick does not state no refunds on the back it talks about deposits and different methods of delivery and how to report damages. It does not say ” Sorry no refunds” . As far as the brick I will continue to discredit this business to anyone I know whether it be friends family every contact I have on the net you name it.

    ( REPLY )
31. 

    K
    September 11th, 2008 - 09:30

    I have had issues with the Brick as well. I bought a $3000 set of furniture in October, 2007. It was supposed to be delivered November 16, but did not show up until November 29. In April 4 1/2 months after I got the furniture, the pullee for my recliner broke. I have now been waiting 5 months for it to be fixed. I have called the manager at least 15 times, talked with the regional manager, the sales person, and the general sales manager. Nobody seems to be at all concerned that they are screwing over a customer. I have told each of those people that I will never shop at the Brick again, and 4 people walked out the door when I walked around the store telling people not to shop there. I have taken my issue to the Better Business Bureau as well as the Consumer Protection department of Saskatchewan Justice. I will continue, no matter what the result, to discredit the Brick and emphasize to everyone I know that it is not worth shopping there.

    ( REPLY )
32. 

    France
    September 23rd, 2008 - 16:04

    Well I have a ripped sofa for the past 10 months and they still can’t get it together. Even when I called the BBB and they still can’t return a call. I will NEVER shop again at the Brick

    ( REPLY )
33. 

    Steve
    September 26th, 2008 - 11:50

    SUPPORT YOUR LOCAL BUSINESSES. Its Not what you buy but who you buy from.

    Steve McDonald

    Manager of Old McDonald Furniture and Appliances
    1-800-263-3293s
    In Queensville Ontario

    ( REPLY )
34. 

    Former Brick Salesperson
    October 8th, 2008 - 13:06

    Hi there,

    Sorry to hear about the problems you are all having. Just wanted to say I worked for the company for several years in Southern Alberta as a salesperson. The warranty really depends on who you have in the store as managers. I know in our store now, we have actually excellent staff and management who will do their best to take care of the customer and to be reasonable about warranty problems.

    There are several stipulations to the warranty but it sounds like several of you are definitely getting screwed. They will not cover cat scratches and you should have never been told that, but likely the salesperson was not properly trained. It definitely sounds like they are trying to get out of warranty claims in any way possible which is absolutely wrong.

    If you don’t buy extended warranty it goes through the manufacturer so don’t blame the Brick for any issues with that.

    In any rate I recommend purchasing name brand furniture that is manufactured in Canada or the US. It is more expensive but the cheaper stuff generally doesn’t last. If you purchase a Sklar, Palliser etc they give you a lifetime warranty on your frame and a good manufacture warranty on other parts (2-5 years depending on what it is).

    At any rate I think they are not a very good company. I left because they kept introducing policies that were anti-customer and anti-salesperson. They say they are customer focused but from what I have witnessed there for several years it’s not the case.

    ( REPLY )
35. 

    Brett S.
    October 9th, 2008 - 11:10

    About three years ago I bought a three piece living room leather set that happened to have a promotion offering a free Panasonic TV. I also bought there 5 year Blanket Warranty. About a year after have the couch we noticed some peeling and called customer service. After several attempts they stated it was unrepairable and would replace the sofa. Three months later we did get a new sofa… not bad. Fast forward a two years and several service calls for the cheap TV. I called the Brick Customer Service because the same type of peeling was occurring on the sofa and now the love seat. A technician comes out says they will repair it this time. After no calls for 2 weeks I follow up with them only to be advised that because there was a cat scratch 5 feet away from the peeling part of the couch that the warranty is void and until I pay to have those scratches repaired this conversation is over. Like a sucker I pay a company to come in and repair the 2 cat scratches. It then took one and half months and five calls to customer service stating “I fixed the scratches now can the Brick fix my furniture” politely of course. I never was called back and each time I called they had no record of my previous calls. Finally a furniture consultant comes by the house to inspect and deems the peeling and flaking unrepairable. Why did I spend $150 on cat scratch repairs if they were gonna scrap the furniture anyways? I followed up with the Brick a week later and with little fuss they agreed to exchange the furniture (Couch and Loveseat) for something of equal or lesser value in the store. My wife and I rush to the Brick the same night while thinking this is too good to be true, it was. Because the original purchase gave me a free TV, in order to reselect a piece I like I would owe them for the TV. I have read the fine print on the 5yr Blanket warranty and it does not mention anywhere that if the furniture was part on a promotion(free TV) that you will be limited reselecting only other cheap TV bundled furniture. Even though the price of the New Couch and Loveseat is the same as the purchase price of the old. Everything to do with this store post purchase is the worst customer experience I have had in my life.

    ( REPLY )
36. 

    Dusty Phillips
    October 9th, 2008 - 11:11

    I just wanted to lend my story to any boycott or legal action against The Brick. From what I’ve read here, a class action suit seems to be in order.

    I purchased a lot of furniture from The Brick in October, 2007. None of it is up to the quality standards I expected for the price I paid.

    Specifically, a $250 black office chair had rips in both arm rests by February, 2008, caused solely by the pressure of my elbows on the rest. I contacted The Brick and they were wonderfully understanding and a repairman showed up within a few days. He said new armrests were in order.

    Its now October 2008 and I haven’t received any armrests. I’ve contacted them in person or on the phone repeatedly and no matter how polite OR demanding I am, they have the same story: The armrests are being shipped from overseas (presumably China?) and it will take “a few weeks” to get across the ocean on the ship.

    I have contacted the Better Business Bureau. The Brick informed the BBB that they have replaced the chair! This is a lie, I have had no contact from The Brick and am definitely still in possession of the defective merchandise.

    Like other posters here, I suggest boycotting this horrible excuse for a business. I am also interested in legal opinions on this matter; it sounds like small claims court would be useless, but a class action suit may get their attention.

    ( REPLY )
37. 

    Tanya
    October 11th, 2008 - 14:31

    Hi,

    I want to say that I just had a horrible experience at the Brick. I will never deal with the Brick or spend another cent there.

    ( REPLY )
38. 

    Sadaf
    October 14th, 2008 - 08:36

    Hi everyone,

    I was searching at the Brick head office and fell upon this website. Indeed, the Brick is a horrible excuse of a business entity. I ordered a bed set from them on August 24, and they informed me that I will receive my merchandise by September 20. Fast-forward to mid-October and I still haven’t received anything.

    I sent them a formal notice last week and they have still to respond. Due to their disorganized and misleading ways, I haven’t had a bed for the last month and a half and I am literately walking around my furniture.

    Short story, this type of primitive customer service speaks volumes of the lack of customer appreciation depicted by the Brick, and as a lawyer I intend to pursue this matter through the legal system.

    I hope everyone else will follow my lead and finally convey to these people that their business practice is unacceptable.

    ( REPLY )
39. 

    Nikki
    October 15th, 2008 - 13:10

    Wow, I did a search for faulty Brick furniture and stumbled on this. I bought a pretty pricey sectional $3000 back in October of last year. It wasn’t delivered until December 17th. That Christmas after having guests over the holidays, I noticed the foam started bunching in the 2 seats of the loveseat recliners. This bothered me. We switched the loveseat around with the big couch piece. We tend to sit on the one side which also reclines. And this summer that foam started bunching. Now it’s extremely uncomfortable to sit on. Luckily, I looked at our receipt and it says one year warranty. Thinking the warranty was from the day of delivery, I thought we had lots of time to call the Brick, but it’s actually from date of purchase (which is rediculous). Luckily though, I found the receipt within 3 weeks of the warranty being up. The Brick is sending someone to pick up our loveseat first and attempt to fix it to our satisfaction (not sure how, there are no zippers). And then they will fix the other couch. My concern is now that this will happen again (obviously due to poor craftsmanship). Now that I’ve read all this, I’ve learned my lesson. I’ll never buy products from them again… However, I haven’t any complaints about the customer service (yet).

    ( REPLY )
40. 

    Michele
    October 23rd, 2008 - 18:06

    Would like the address of the Corporate Offices. Does anyone have it?

    ( REPLY )
41. 

    Debbie
    October 28th, 2008 - 11:37

    All I can say is that the Brick and TransGlobal are running a great scam.
    My fridge I purchased is leaking and has caused damage. Have waited 2 months for parts and repair. I called the Brick only to be told once a product leaves their store and a TransGlobal warranty is in place it’s now TransGlobal’s problem.
    I called TransGlobal only to be disconnected twice and hung up on twice. I did find out that TransGlobal employees work from home.
    Just received a call from TransGlobal that informed me that my warrranty that I purchased only covers repair not replacement and that they are not at fault for any damage and my home insurance should pay for the damage. She even laughed when I told her that we were not informed when we purchased the extra thats all it was covering.
    Great company…NOT.

    ( REPLY )
42. 

    Masoud
    October 30th, 2008 - 21:39

    Brick in its advertisements is written NOBODY BEATS THE BRICK! I think people will do. I got a VIP INVITSTION signed by the manager of the Brick of Richmond Hill Center for Thursday October 30th 08. part of the add is written “50% off all 7 Piece Dining rooms includes table & 6 chairs” I selected a set of 7 was priced for 899.97 and asked the sales person named Ruth Ch. how much the total would be. $450.0 she said. I said I’ll get it. She passed me to another sales person. Then in front of the computer she interred the code the price was $1000. And the 50% discount was not included. After she went to the manager to check with him she said that it not dining room furniture and is dining set which is for kitchen.
    I talked to the manager he said it is sales person mistake. And avoid to sale that 7 piece. I checked the furniture on the floor. On none of the 7 piece sets was written if it is for dining room or kitchen room! I asked several sales persons at the floor they said all 7 pieces are on sale for 50% off but the manager didn’t stood for his sales team neither for the add.
    There is no difference between this manager and the person who are having seat in head office. They are middle man and they share ours to each other!
    I still am looking for the e-mail address of the head office to e-mail them. Make sure they are real people! With responsibility and if the words come from the mouth has any value and also the customer time.
    I believe Brick will bring down the values of the great country Canada. It’s like if that store is running in third world countries. Even worse

    ( REPLY )
43. 

    Michelle
    November 4th, 2008 - 07:29

    Omg!! there are many more people out there with “The Brick” stories from hell.. Let me tell ya our whole house was furnished with items from The Brick and its proven to be nothing but pure hell. Every single item we have purchased has had atleast 2 service calls on them, some up to 9 service calls. We like others purchased a leather sofa and matching chair. After the chair cushion tore away from the back of the chair for the 4th time and was deemed not repairable anymore we were told that the item is no longer stocked and that The Brick would pick up the “used” furninture (sofa and chair because they were a set) and we could go and pick out something that was in the price range. Well all was going well they had called and left a message on the answering machine telling us we could come down and pick out something in the 2300.00 price range. We drive the 2 hrs to the store I asked them to confirm the price range and in deed it was 2300.00.. We went ahead and picked out a new sofa and chair signed all the paper work bought the extended warranty again. It was delievered 3 weeks past the date we were told it would be but that was no biggy. About 6 months later we get a letter from a collections agent. They say we owe 900.00 on this new sofa and chair, at this point I think was was ready to shit bricks. Seems that when we had purchased the first sofa set it was on sale, well so they said we had to pay back the difference.. I looked through the warranty and sure enough it states that The Brick would replace with EQUAL or GREATER value. The second sofa set was the same price as what the other set would of been if it wasn’t on sale. After many many screaming matches on the phone and me telling them to return the old damaged sofa to me they said they would absorb the cost, case closed.
    WRONG….a year later we recieve a legal letter saying we owe 900.00 due to the price difference. The only thing that saved us was I kept copies of all emails, times, dates and names of the people I had talked to. It took me over 3 weeks of yelling and screaming to finally get this over with.
    My only thing now is fighting with trans global over the lack of service they give in getting a repair man to my house to fix my GE washing machine AGAIN! The first time I had to deal with them I was pissed after spending 3 months using a llaundry mat when I had a brand new machine, after demanding a manager at trans global I finally got a tech to come look, shame it took 3 damn months!!

    I will not recommend The Brick for anything, they don’t stand behind their customers or their product.

    ( REPLY )
44. 

    Linda Denesiuk
    November 4th, 2008 - 10:43

    In May 2008 I purchased some furniture from United Furniture,(which is owned by the Brick)so I find out later. I purchased two bedroom suites on a no pay for six months program. They had a promotion that you get these matress pads for free with the purchse. My house was under construction, at the time so I was not there during the delivery. One matress pad was missing and the bed rails for one of the beds, one of the night tables was quite damaged – not the one we had viewed on their premesis, in addition there was a repair to one of the foot boards (on a new bed) and the head board post is developing a large crack in it.

    I have been trying to get these outstanding items resolved since May of 2008, with absolutely no acceptable response from either the Brick or United Furniture. I have talked to everyone from the Manager in the Kelowna store Kent where I purchased the furniture to a VP in Edmonton, to the Manager of Customer service in Vancouver Alison Wonnenberg. The problem is that they appear to only have a record of some of the items I purchased from them, so are reluctant to rectify things because according to their records I only have some of the items. Being the honest person that I am – I know that this will rear it’s ugly head some time down the road when they do get their records straight so why not just get them to correct it now and avoid the hastle in the future. It is amazing how much resistance I am getting from them by trying to insist that they correct their records – I have spent countless hours sending emails and calling them. The six months is up shortly so feel that I have no alternative but to return the furniture if they don’t correct their records. They have spelt my name is completely incorrectly on three separate occasions so I know that the purchases are under one of the names spelt incorrectly – but they don’t seem to care one bit.

    These people are arrogant incompitent and unprofessional and some of the worst customer service people I have ever met – they must have gone to a different school of customer service than the rest of the world. I would highly recommend that you do not purchase anything from either of these busineses( sitting on the floor would be a better alternative)

    In closing I would say that I also made some purchases from Ashley Furniture around the same time as I purchased this furniture, I had an issue with one of the items and they set up an appointment to fix it immediately no questions asked – consider buying from them because the prices are the same – the furniture quality is better and they do genuinely appreciate their clients.

    p.s. we need more sites like this – so that these companies start loosing businesses then there will be a real consequence to their shoty business practices.

    ( REPLY )
45. 

    Gary
    November 5th, 2008 - 19:23

    Booo Hoooo, spend the extra money and buy better furniture..

    ( REPLY )
46. 

    Holly
    November 9th, 2008 - 13:18

    Here is a couple Questions for Gary 1. Do you work for the brick? 2. If you had to deal with this yourself, would you feel the same? I do not believe any of these people asked for your (STUPID) opinion.I believe this site was set up for people who have grievance with the Brick, not for someone who who obviously has more money than brains. As far as complaints about the brick has anyone lodged a complaint with The BBB seeing the Brick is affiliated.

    ( REPLY )
47. 

    model
    November 10th, 2008 - 08:15

    My mother recently ordered ordered a new stove and washer, dryer from the brick. Because of her finances she put the washer, dryer on hold. She paid for the stove and delivery of stove. When she received the stove it was the wrong stove and this stove had been damaged. she phoned the brick and told them. In response to the phone call they said they would be there in 3 days to deliver her the right stove. This would leave no way to cook for 3 days, and being disabled because she is disabled and has a hard time getting around this is unacceptable. The Brick then received a phone call we stated that she would use the available stove until hers had arrived. In turn the brick delivered the same day the call was made.

    ( REPLY )
48. 

    Natalie Osika
    November 11th, 2008 - 14:10

    I want to share my story. I’m a ex Brick customer from Ottawa Ontario. My boyfriend and I ordered a table in March for $249. We put a $40 down payment to keep this price. In JULY after calling every week for months and hearing every week that the table was coming in the following week, we finally cancelled our order. Then we went to the brick to get our $40 back (which we were told was refundable if we cancelled our order). We were still interested in the table, so we asked if they ever got it in, they said they had gotten about 4 shipments of it since we cancelled our order (in apparently 3 weeks). Then they tried to sell it to us again at a higher price!! We said we want our money back on our deposit instead, and they promised (very rudely) that head office would mail us a check in 10 working days. It has been about 2 months and we still haven’t seen this check! It does not make them seem very honest, does it?

    ( REPLY )
49. 

    S Thomas
    November 13th, 2008 - 08:34

    Hi All,
    I just recently purchased a 40″ LCD Samsung television from The Brick on Nov. 1st, 2008. I was in the process of moving, so I only opened the box two nights ago. To my dismay, there was a hairline crack on the top right hand corner of the set. The television was packaged with styrofoam on all four corners, so I am lead to believe this television was damaged prior to them even packaging it. I contacted customer service(I’m in Montreal, Quebec and this is the Kirkland location) and was told that I had to report this in the first 3 days. I explained that I was moving and just opened the package and they told me basically too bad. I purchased a 4 year warranty on this set, so I contacted Consumer Protection. They advised me to send them a registered letter giving them 10 days to resolve this situation. Otherwise, I will have to take them to court. Luckily, the unit cost me about 15K with the warranty, so I can go to small claims court. And reading these stories, I most definitely will, if push comes to shove. To continue, I contacted the store and the story changed to them saying that I need to follow procedure and contact a tech. I called the tech just this morning, and they took my description and told me they need me to contact the store. They said they would contact the store on my behalf. I already feel like these people are giving me the run around. If anyone has some advice, please let me know. Also, I wonder if it is allowed for me to reference sites like these to establish their character in court. Since this has happened, I’ve been talking to people and it seems like everyone who shops at The Brick has a horrible experience. I was actually trying to find the President or Vice President’s email address when I found this page. Now, I just want to cry. I hate The Brick.

    ( REPLY )
50. 

    Lance
    November 24th, 2008 - 20:04

    As with everyone else another horror story, but this is with Trans Global because they are all MORONS. Purchased portable dishwasher and picked up on Oct 30th. Open product and castor is shattered (looks like someone dropped the dishwasher from a couple feet up). Can TransGlobal and they were great and sent the castor. Received the castor the next week, but it’s got a couple extra pieces I wasn’t expecting and I didn’t want to wreck anything with the warranty so I called TransGlobal again. Tech out the next day and fixes it … whew all going great, let’s rev up this bad boy and start my first load after 13 days of waiting for a part and installation. About a half hour in the washer is leaking all over the floor. Call back to TransGlobal, tech out next day. He looks at it and says it had been damaged at the warehouse and I need a new one and that I should get a call early next week. Ha ha, yeah no call back. After multiple phone calls they are finally having the tech put in the proper paper work so I can get a replacement. From the posts here I’m expecting much to happen other than having a leaking dishwasher in my kitchen.

    ( REPLY )
51. 

    Jack
    November 25th, 2008 - 19:18

    565 West Hunt Club Road;

    Worst customer service I ve ever seen. We bought a 3 seater sofa, after 2 weeks we noticed that the frame is broken under one of the seats and it seems like the broken part tries to rip the fabric and get out.
    Called the bricks, they sent a tech. Tech said they will contact us. a month passed no one called so I called them back. Customer service rep told me that shes gonna call me back, no calls for a month and I called back and this time, she said that our case is closed. ???? WHY? Well the tech reported a MISUSE. How da fuck can i misuse a sofa, im 35y old engineer who comes home after 6pm sit on that sofa maybe for an hour and thats it. I purchased extra warranty. She said theres nothing she can do. Tech reported that the arm rests are also broken etc. ( Arms rests are fine) I HATE BRICKS FUCK THEM AND FUCK THEIR SERVICE.
    IKEA has better furniture and better customer service than the Bricks. Whats the 1 year manufacturer (frame) warranty and my extra warranty good for?

    ( REPLY )
52. 

    Richenda
    November 27th, 2008 - 18:08

    I’m having difficulty with the BRICK. I thought I was dealing with a great company… I purchased a 46″ Panasonic Flat screen television (TH-46PZ80U) on October 1st from a store in Edmonton, Alberta. It was shipped to me and I picked it up on October 14th. Two weeks into enjoying my new tv a 3 inch black bar appears on the right hand side of the tv. Then a week after that the tv decided to just turn itself OFF!! Now it’s not turning on and all I get to see is the off/on button on to tv blinking 7 times. REAL NICE BLACK SCREEN!!! I’m totally pissed…you I live in the NWT. What the hell am I do with this TV. I called the Brick and let them know that I’m going to be going to Edmonton soon and I would like to return this tv or at least exchange it for something else of similar value! They said they can’t do a cash return and for me to call PANASONIC. Well I did and they tell me that they only do repairs not cash back or exchanges…what the hell. I don’t want it repaired. IT obviously is defective because it didn’t even last a month! and I’m suppose to trust that it will last me years??! Yeah the BRICK and PANASONIC SUCK. Don’t waste your money people!!

    ( REPLY )
53. 

    Been There Done That!
    November 30th, 2008 - 06:37

    Yeah I am hearing a lot that the brick likes to screw around their customers especially with items that have a warranty. They told my friend that they would’nt repair her couch because her cat scratched the couch funny thing is she does’nt own a cat. The Brick is a horrible company that promises Quality Product and Quality Service but all they did for me was leave a bitter taste in my mouth. Contact Consumer and Corportate affairs a step above BBB!!!

    ( REPLY )
54. 

    Margaret (no Christmas Dinner at my house this year
    December 16th, 2008 - 18:15

    BUYER BEWARE — Do not purchase anything from The Brick as you will be throwing your hard-earned money out the window. Here’s my story: Back in Nov 2004 I purchased a KitchenAid Electric Range for $2,500.00 + a 5year warranty and was told that if the unit broken down three times that the warranty guaranteed that the unit would be replaced. Great, or so I thought. Well back in June 08 the unit malfunctioned & I contacted Transglobal (the warranty company)–they sent a technician to repair the range. Then it broke down again in August (same problem)–I contacted Transglobal again and they sent out a tech again, this time he arrived and said “yes, it needs a part and he’d have to order it and would be in contact when it came in” — about a week and a bit later the tech contacted us and once again came out to fix the unit. On Nov 11th the unit (same problem) broke again. I contacted Transglobal and said “Okay, that’s the third time and I believe, according to the agreement, I’m intiled to a new unit. No, that’s not the case Transglobal states that they have to fix it 3 times and then only on the 4th breakdown will this happen (but somehow I doubt this). Well, I’ve now been without a stove since Nov 11th as they are waiting on the part to come in–I was initially told it was on order and was expected Dec 15th. Well, Dec 15th came and went and I was contacted this morning and was told the part would now not be ready until Jan 16/09–REALLY? I told them this was completely unacceptable as Christmas is next week and I have people coming to my house for dinner and I need a stove. The answer I got was “they’d see if they could get the manufacturer to accept a return, but they weren’t sure if there was anything else they could do for me.” I am now starting to contact as many sites as I can to let people know and beware before you purchase anything from The Brick and their warranty company Transglobal, and I see that I’m not alone. I just wish I had done this type of research prior to making my original purchase. Oh, BTW, they offered me a $1,000.00 credit if I wanted to purchase a new stove from The Brick — No way, I didn’t spend $2,500.00+ to turn around 3 & 1/2 years later to make another big ticket purchase–especially from The Brick. I will also be contacting the Consumer Protection Agency & the BBB

    ( REPLY )
55. 

    Peter
    December 22nd, 2008 - 22:18

    The Brick will ignore your complaints unless you do one of the following. File your complaints so that it ACTUALLY matters:

    1. File a complaint with the Canadian Consumer Protection Branch (http://www.gov.on.ca/mgs/en/ConsProt/STEL02_168949.html)

    2. File a complinat with the Better Business Bureau
    (http://www.ccbbb.ca/). There’s a ‘complain’ option at the top of the page

    ( REPLY )
56. 

    Marie
    December 29th, 2008 - 20:42

    See below the letter I have written to the Brick in Victoria. I’m sure I should have saved my energy writting the letter but will give it a try and also contact the resources above to see if anything can be done. Our situation was a total misrepresentation of product. I wish we had read this site before we bought so will probably have to live with the results.

    The Brick Dec. 28/08
    Attn: Vice President Operations
    16930 – 114 Ave.
    Edmonton, AB
    T5M 3S2

    Dear Sir/Madam:

    I have had a very unpleasant experience with your store on Douglas Ave, Victoria which I hope you can help me with.

    Yesterday, Dec 28th, my husband and I went to your store to check out your TV sets as we were considering purchasing one for our home. We wanted a 40” matte black Sony. There is a 37” matte black one on the shelf for $1100.00 plus and the salesman, Lindsay, told us that there was a 40” in the store on sale for $778.00. We were happy about this as we are on a very fixed income and had saved for a couple of years for something we could afford. We decided to purchase one of the 40” matte black TV’s (though we had only been looking) as it is exactly what we have been looking for, for a very long time. We were encouraged to buy the extended warranty and only did so as we were told we would receive our money back if we did not use the warranty after 4 years. Only after we left the store did I have a chance to read the agreement on the warranty and see that the return of the warranty money is only good for an in-store credit and not actual cash. We were not made aware of this and if we had been would not have purchased the warranty.

    When we got home and unpacked the TV we found that it was not matte black but piano black, something we definitely did not want and the reason we had not bought one to date. We immediately phoned your store and talked to Lindsay who was to get back to us and failed to do so, so today my husband took the TV back to your store for a full refund. He was told about your policy of issuing an in-store credit rather than returning our money. We did not want the in-store credit so they offered the 37” TV for $90.00 more than the 40” plus a credit for the difference to my husband. This is not what we want. We want a 40” matte black TV which we have been saving for for some time and understood that this is what we were getting. We can understand your policy of not accepting the return if this had been something that was our fault however we did not get what we thought we had paid for (basically misrepresentation on the part of The Brick) and do not want the 37” piano black so therefore we feel that you should return our money in full. We do not want an in-store credit nor do we want the 37” piano black TV.

    On the back of your invoice I quote “Our Pledge to You: Our success is based on your satisfaction. Our commitment to you is to provide an enjoyable shopping experience, surrounded by great people, products and prices. “I would have to say that this experience was neither satisfactory nor enjoyable and I would hope that you would be able to see that in the end we are at least satisfied.

    My husband was at the store today for over 2 hours trying to get this situation sorted out. The store manager (John) would not budge where the store policy was concerned even though this happened through no fault of our own. I talked to the manager myself when I arrived home after my husband told me what had transpired and basically was told I would have to live with the decision of a 37” matte black TV and a credit for the difference as it was out of his hands and he was unwilling to even try to see that the policy could be waived in this situation and contact someone with the authority to do so. He told me that on the back of the receipt it is stated that The Brick reserves the right to refuse returned merchandise, which I cannot find written anywhere. Since a person does not receive this invoice until after the purchase I don’t see how this point is even valid if it was there in the first place. My husband has heart problems and was very upset today with the unwillingness of the manager to try to get the policy waived for us. Hopefully, there will be no repercussions with his condition because of this.

    All in all we feel this situation has been handled very poorly and hope that there is someone somewhere who can see that we are reimbursed all of our money since this happened through no fault of our own. We can certainly understand the policy if a person simply changes their mind, however, this was not the case with us and from our standpoint you charged us for merchandise which we did not receive and now are unwilling to make things right.

    If we do not get satisfactory results we will be contacting the Better Business Bureau to report this occurrence. It is said that if one is satisfied they will tell a few of their friends but if they are not they will tell many. I await your earliest reply.

    ( REPLY )
57. 

    Employee
    December 29th, 2008 - 21:52

    I’m a brick employee.
    I’ve read through all of these complaints and can understand where most of you come from. I do not work in any of the stores but at the head office.
    We have the same frustrations with the stores as well….I think the best thing to do is not direct your concerns with the actual business (your concerns DO reach HIGH management and are addressed on a daily basis), but rather with management at the stores. It is a wonder how some of these sales people can get away with the things they do.
    Secondly…rather than “BUYER BEWARE”…why not “Consumer Responsibility?” I talk to people on a daily basis who are upset with their warrantee because it doesn’t cover something they need…when this is all in the original contract signed with their invoice at the store. Why not sit down and FORCE the sales people to go over everything with you rather than just ‘signing here’. It’s YOUR money…

    Also, if there’s one thing that REALLY matters to us..(and I mean this from the bottom of my heart), it’s NOT screwing around customers. If it weren’t for customers we wouldn’t have a pay cheque. We very much appreciate the business you all bring into our stores on a daily basis. We DO pride ourselves when customers are satisfied….however, if you decide NOT to buy an extended warrante….or call PANASONIC (as we most likely have contracts with our providers that we have to abide by legally), than it is your loss…..

    Oh, and lastly…the absolute worst thing you can do for yourself is call our centres and yell. You will not be taken seriously as you are not calling a call centre somewhere over seas or with a bunch of pimply faced 16 year olds behind the phones. You are calling well-educated people (mostly with either diplomas or degrees) that really do care. And the only way we can help you is if you respect the fact that we are a business, and not your poor cat or dog. God Bless them.

    Thanks. And I do sincerely hope everyone gets everything sorted out.

    ( REPLY )
58. 

    Alicia
    January 24th, 2009 - 09:26

    I purchased a 3pc black leather set from the Brick in Kitchener Ont in Feb of 2005, so far my furniture has held up great i have 2 cats a dog and 2 young kids so it’s been through hell and back. When we got the furniture we were told we could pretty much light it on fire and would be covered under the very expensive 5yr extended warranty i got talked into purchasing.

    So my family and i went away for two weeks in the beginning of January and left our cats home with the neighbor coming over to feed them, we have a cat door on our basement door so they can get down to use the litter box…well i guess sometime over the 2 weeks the door locked and the cats couldn’t get down and used our couch and love seat as a toilet. I went online to the Brick .com and read the warranty info as i was about to just throw it out as cat urine is very strong and i was told hard to get out. It said that damage caused by pets(other then urine) were not covered so i thought great its covered. So i called my local Brick store in Brantford Ont and told them my cats urinated on my furniture they told me i needed to call someone to have it cleaned and then if it doesn’t come clean to bring them the receipt of proof and they would then send someone out to try.

    I expressed my confusion to the girl in customer service that why would i have to pay out of my pocket to get some one to clean it and not get reimbursed for it later and chance it not coming clean, and if it did come clean then i’ve paid for it myself…what the hell did i pay for a warranty for if i have to pay to try and fix the issue first?? She said it is stated on the warranty papers….i asked her to email me what warranty she was reading that was different from the one i was reading and she didn’t, we were reading the same one and it didn’t say anything about the customer paying to fix it first. Then she said to me oh its not a stain its the odor, and i said well yeah its black leather pretty hard to stain unless i spill something corrosive on it then its not covered anyhow. She said well we don’t cover the odor of the urine just the stain. I said well it doesn’t state anywhere that the stain cant have an odor it just said animal urine or bodily fluids it didn’t exclude odor. She said well we can replace your foam in the leather, and i told her my couch is all attached the cushions don’t come out why would i want to pay out of pocket for someone to rip apart my furniture i’d be better off to buy new stuff .

    Obviously if animals or humans urinate on your furniture the stain is the least of your problem its the forever odor that will be imbedded in your furniture that people cant live with. So i have sent a letter to head office and will wait to see what they say, my couch is destroyed now and until this problem is solved we are living on cat infested furniture that i’ve attempted to clean with no such luck…i figure they will tell me they wont cover it but seriously what’s with all these lines in between that only they can seem to read on the warranty. If it doesn’t cover odor from the urine it should say it doesn’t. $5500 worth or furniture for what!!!!! not to mention the $200 warranty thats useless! Never again will i purchase anything from the BRICK i’d rather sit on a cold bare floor then get the run around from these people.

    ( REPLY )
59. 

    Barb Welsh
    January 25th, 2009 - 09:26

    I bought a new cough and love seat too from the Brick and had problems with it along with Tiffany lamps that had a defect in it. They offer $50.00 but I never got the money either. I was furious with them. They sent a man that repairs the love seat and he told me this product was marked because it will turn green. The product did turn green but when I called them back to get the set replaced they told me there was nothing on the computer stating this and the guy was fired from the Brick. They won’t give me his name either. I’m also emailing a formal complaint to the Brick.

    ( REPLY )
60. 

    Tina Ryan
    January 28th, 2009 - 16:11

    Hi Aidan:

    I have the similar experience as yours.

    We bought a couch from the Brick 2 years ago, and when we bought the couch, we had our kids with us, the sales person suggested us to buy the extended warranty because of the kids,the extended warranty even includes a cleaning of the couch in case the kids spill something on the couch. We thought it was a good idea, so we come out with extra hundreds of dollars and bought the 5-year extended warranty.

    last year, our couch’s recline system failed, the recliners don’t close, we have to climb over the recliner to get into the couch.

    We called the Brick and a tech person was sent to our house. he checked the couch and said the recliners don’t close because they were bent. then he turned to ask me, do the kids climb over the food rests to the couch? then he said the food rest only takes so much weight and if the child climbs over, it will bent and it will not be covered by the warranty because it was a faulty of usage.

    I immediately turned to the tech person and argued that all 3 recliners failed in the same time. No.1 I only have 2 kids, they usually sit in the main couch with 2 recliners, they don’t sit in the other single recliner at all, how can you explain all 3 recliners failed in the same time because of kids climbing over? No. 2 there were no weight limited specified when we bought the couch, and the kids were there when we bought the couch. nobody told us that the couch was not designed for families with kids. No.3, the steel can bent because of two reasons: too much weight or too poor quality. If the quality of the steel is poor, it can be bent easily with little weight, with all 3 recliner can not close, I would suggest it is the problem of the quality of the steel.

    However, a supervisor from Brick called me later advised me that the manufacturer is no longer in business and they have no parts to change the recliner and the warranty is only 2 years, so there is nothing they can do, when I mentioned we paid extra money for the 5 year warranty, they said they know, but this kind of problem only covers for 2 years. after they can not win any of the excuses they come out with, they blamed on kids again: it is because the kids “abused” the couch.

    Let me know if you guys are planning on any further legal action, I would love to join as well.

    ( REPLY )
61. 

    Wendy
    January 31st, 2009 - 18:35

    Hi I have a couch/loveseat issue with the Regina Brick Store, I too bought the extended five year warranty. I am having problems with flaws in my couch, with the cord coming out of seat cushions and the back cushions. The cord is paper and its breaking and coming out on its own. I too was advised because I had a cat that uses the couch that my warrant is null and void. I am looking at a lawyer and better business bureau, the couch and loveseat was $2400 and the warranty I purchase did cover replacement and reimbursement. The defects have nothing to do with the cat but that is what they are trying to use to get out of it.

    ( REPLY )
62. 

    Anon
    February 4th, 2009 - 10:18

    Christ people, take responsiblity for your actions. I can understand where some of your frustrations are coming from, but some of you are insane to think the Brick would cover it.

    The Brick fabric protection warranty is such that you spray your furniture and then it won’t stain, if you have this and get a stain, the Brick will send a professional to clean. This is if there is a VISIBLE stain.

    If your couch smells like ass cuz you don’t wear pants, then that’s your problem. And if your cat takes a whiz, TAKE RESPONSIBILITY. It’s not, nor should it be that your cat used the couch as a litter box.

    ( REPLY )
63. 

    Miralla
    February 11th, 2009 - 11:52

    Hi,
    I too bought a recliner and the leather on the chair and ottommon once started to peel off, just wouldn’t stop and about 3 weeks ago the mechanism too to rock back and forth won’t work. I called customer service who sent a technican to check it. This man was totally unprofessional, just took one look at it, did not even check the mechanism of the and chair and had the nerve to say it was “Mis-used” and therefore will not be covered under warranty. Can you believe that? While all the other furniture in my home is impeccable!!

    When I called Vicky, the manager at customer service at the Dundas, Missisauga branch. She would not even hear my argument and try to understand what I was trying to say, coz’ she believed the technician. What kind of customer service is this? This is total crap and just makes me bitter toward the brick. I have bought a whole lot of stuff from these guys and this the thanks we get!!! I am appalled and annoyed at this kind of behaviour and to see all the people above who have had this problem is even more shocking.

    Something should be done, and done quickly. I hope the head office gets involved and sacks managers like Vicky.

    ( REPLY )
64. 

    Annie
    February 12th, 2009 - 08:41

    God, I wish I had read this page before I set a foot in the brick store.
    I purchased a queen bedroom set from the brick and the bed is way too high, it’s extremly uncomfortable to climb up and down all the time.
    so I called customer service and asked them to return the set and they said there is nothing they can do and the customer service guy was so rude, he hung up the phone on me twice and when I asked to talk to the manager, she never picked up the phone, she never returned my calls and they didn’t do anything.
    the delivery people damaged my home during the delivery, and they never cared about that either, they said they will file a report but nothing happened….

    ( REPLY )
65. 

    Lindsay
    February 13th, 2009 - 09:16

    Hi there,

    I too purchased furniture from The Brick and am a little concerned now as I just put a call into them about my leather furnture being in need of a repair. When I purchased this furniture I was told that absolutely everything was covered “even if it was my own fault”. The sales lady told me a story about the owner having bought the same proptection plan and he had a cigarette burn in his leather couch (his own fault) and that he had just had it repaired. Having three kids and knowing anything can happen that story is was sold me on purchasing the protection plan. I am now concerned as I am just waiting to hear back from them regarding the small tear that needs to be fixed. I will keep you posted.

    ( REPLY )
66. 

    Mr. T Disgruntled
    February 19th, 2009 - 18:05

    For your information !!!

    The Brick Group owns ::

    The Brick
    United Furniture Warehouse
    TransGlobal

    They let on that it is problems with the warranty company when that company is them !!

    Check out there share price as of today down as low as $1.30 from a high of over $14.00

    Rumour has it that they are on COD with many suppliers. They have let numerous staff go recently and are trying to renegotiate with many landlords for reduced rent as they are in tough shape. Many people in the appliance and furniture industry hate this company and would love to see its demise !!!!

    If you know of anyone who has deposits or has paid for product that they have not received I suggest you tell them to go and get their money back ASAP !!!!

    ( REPLY )
67. 

    Random
    February 23rd, 2009 - 15:55

    My wife and I made the purchase of a two piece corner couch in Sep 2008 and
    took delivery in mid October 2008
    In Dec 2008 we notice two very obvious problems, first we could feel and
    see that the padding of filler was sagging and the support arm on the LH
    side of the unit was sinking, Secondly but certainly not any less important,
    there was a very obvious squeaking sound resonating from the long section of
    the couch, noticeable when sitting down, getting up and or shifting or
    repositioning ones self.

    We had also come to realize the couch was not as comfortable as we had
    first thought and that when sitting straight we seemed to be tilted forward
    and when trying to sit back we would find our selves on a hump, forcing one
    to angle one’s self to the right.

    Needless to say we were not entirely happy with the craftsmanship, although
    the piece fit the environment and looked great!

    Around the second week of Dec 2008 we decided to visit the store where we
    purchase the couch and discuss our concerns.
    After explaining the aforementioned we ask, rather then fixing the couch
    could we possibly upgrade to a higher quality brand, as we explained in the
    end, we felt they would not be able to correct the comfort issues.

    We were told that upgrading was not an option, as we had been in possession
    of the item for more then a week but the Brick would gladly send the
    affected part or parts of the couch out for repair, based on the service
    technicians findings.

    The technician findings confirmed the couch was indeed, in need of repair.

    The couch was picked up mid Jan 2009 and returned 25 Jan 2009.
    The first thing we noticed was the material and padding on the repaired
    portion was obviously bigger then the piece that was left behind. The
    comment from the delivery person was “I don’t understand why they didn’t
    take both pieces for repair” as it was as obvious to him as to us, that we
    now had two pieces out of proportion, this we did not complain about, as we
    were just glad to have a couch back, however we were not happy that the
    delivery people scratched the frame of our “new, very expensive door” this
    after me reminding them, not less then 4 times “to be careful around the
    Door”

    We had the couch, for no more then a week and the “Squeaking” came back.
    I personally went back the store in Newmarket and explained the situation
    and was told the couch would be picked up and the necessary repairs would be
    done, we were to wait for a phone call.

    We received a phone call Tues 17-Feb-09 to set a date for the pick-up, it
    was decided it would be picked up on Saturday 21-Feb-09 and that we would
    receive a call the night before to confirm, morning or afternoon arrival.

    Saturday morning we were still waiting for the phone call, so I decided to
    call the Brick and ask what was happening, with respect to the pick up
    agreement. I was put on hold while the lady looked into the situation, after
    a few minutes the lady came back on line apologizing for the wait and
    informed me she could not get a hold of anybody but would phone us back in a
    few minutes.

    I had gone to work but received a call from Maria (My wife), explaining
    that she had received a call from the Brick explaining to her that the couch
    would not need to be removed that the work could be performed on site.

    I immediately called the Brick to ask what type of work were the planning
    to perform and was told by “Megan” whatever was necessary, including
    removing stuffing from the one piece to make it look equal in size to the
    other piece.

    I informed “Megan” this was going to be a problem, as we have newly
    finished hardwood floors and was concerned they would get marked and or
    damaged in some way. After some brief discussion, regarding “how careful”
    the repair people would be, it was decided best to have both pieces taken
    out of the house for the necessary repairs.

    It is now the 21st of February 2009 and judging by the pick up and
    estimated repair and return time, we will not have the squeaking problem
    resolved and or our “Uncomfortable furniture” back into our home before the
    20th day of March 2009.

    Please note: Six to Seven Months after purchase

    Questions:

    * Are we unsatisfied with “Customer Services” from “THE BRICK” in a nut
    shell… YES!
    * Will we ever purchase from the brick again?…Highly unlikely, if this
    problem is not resolved to our satisfaction.
    * Do we plan to make this matter the subject of “Newmarket” public
    interest… we are considering it.

    And the saga continues…

    ( REPLY )
68. 

    Canada
    March 6th, 2009 - 19:55

    This is in response to the follow post~~~~~~~~~~

    “”For your information !!!

    The Brick Group owns ::

    The Brick
    United Furniture Warehouse
    TransGlobal

    They let on that it is problems with the warranty company when that company is them !!

    Check out there share price as of today down as low as $1.30 from a high of over $14.00

    Rumour has it that they are on COD with many suppliers. They have let numerous staff go recently and are trying to renegotiate with many landlords for reduced rent as they are in tough shape. Many people in the appliance and furniture industry hate this company and would love to see its demise !!!!

    If you know of anyone who has deposits or has paid for product that they have not received I suggest you tell them to go and get their money back ASAP !!!”"
    ~~~~~~~~~~~~~~~~~~~~~~

    I understand that some furniture can be shot, damaged by delivery, or even faulty upon delivery…however, our current economy crisis in Canada is responsible for share prices going down. Not the company itself. Look at some other highly renowned Canadian car Dealerships/Computer Companies/Clothing Stores…their shares have gone down just as much if not more.

    What a shame that you can not recognize this.

    ( REPLY )
69. 

    Mohammed Ghazipura
    April 15th, 2009 - 05:06

    A Sealy Posturepedic mattress with box spring was purchased in the first week of January from Brick store at 2-5800 McLaughlin Rd, Mississauga, ON L5R 4B7. After about 4 weeks we called Bricks customer service and complained that the mattress was sinking in the middle at two spots and was hurting the back. One representative came to our home, took a lot of pictures and made a report. He agreed in person that the mattress was defective. On April 02, 2009 we got call from Bricks store to go to store and pick up a new mattress.

    We went there on April 5, 2009 and asked them to replace the mattress with same specs. We were told by the Manager (Kelly) that the model we bought is discontinued and equivalent model is ECLIP2FKP and we have to pay $279.00 plus tax extra.

    I disagreed to pay extra and asked either to refund the money or replace at no extra charge. They told us that we need to talk to Sealy for refund or replacement.

    I called Sealy and talked to Cathy in customer service and she said, we need to talk to Brick only.

    We are hurting the back badly and our doctor wants to refer us to the Chiropractic.

    We don’t know how to resolve this issue.

    ( REPLY )
70. 

    me too
    April 22nd, 2009 - 10:09

    You know my issue is not so much with the product, I do agree with a former statement someone had said, “you get what you pay for” HOWEVER, I paid for the extended warranty! I purchased this warranty because the salesman said all these fantastic things about the warranty, bla bla bla! I’m fairly sure some of the things he said were covered are not actually.
    The thing is if the Brick is selling these waranties it is their responsibility to back ‘em up. If they know the product is sub-par then they shouldn’t push these crazy warranties, then we wouldn’t have such high excpectations.

    ( REPLY )
71. 

    Candice
    April 25th, 2009 - 18:38

    Letter dated March 20, 2009

    To Whom It May Concern:

    I am writing with regards to a disappointing shopping experience at the Urban Brick Store at Yonge & College in Toronto. This is not a complaint or a request for compensation. I am genuinely disheartened by the treatment I received at your store and kindly seek assistance in obtaining more information.

    On January 31, 2009 I purchased the Gabby Sectional Package at the above-mentioned store. I was a first-time customer of the Brick having recently purchased a house of my own. I was promised a delivery date of April 4th. At the time I thought that waiting 2+ months for a couch was rather uncanny but took comfort in the brand and the age-old institution that the Brick has been for over 37 years.

    On March 16th I called to follow up on the status of the shipment and was advised that a shipment was expected on March 20, 2009. I was ecstatic at the fact that my purchase would arrive ahead of schedule. On March 19th I visited the store to partake of one of your promotions (the free delivery with any purchase of $599) and upon my request to check the ETA of the order I was casually advised that a shipment was not expected until May 11, 2009.

    Now, if at the time of purchase I had known that the delivery date was expected to be May 11, 2009 I would certainly not have purchased the couch. I sought more information from the two ladies serving me (Kristen W the manager was one of them) and all I received were shrugs of “I’m sorry, it’s not our fault” and 2 patronizing comments about how one of them liked my coat. I did not receive a clear explanation about why the delay was so extensive and why I was not forewarned about a 4 month wait for a piece of furniture.

    In the absence of a Customer Service Department I had to resort to writing to you. Again, I do not normally complain about my shopping experiences but this needs to be brought to your attention and hopefully addressed. As I mentioned I am not seeking any compensation. All I am seeking is a) information on why my couch was delayed by another 1.5 months and b) why would an establishment as esteemed as yours sell furniture that takes 4 months to arrive but not advise your customers up front about such an extensive wait?

    I am sorry to say that my experience has been so dismal that I will not purchase anything from the Brick in the future and I will recommend the same to my friends, family and co-workers. My hunt for a new couch at a new store begins this weekend. It’s a real pity that the Brick’s institutional promises of “an enriched customer experience,” “excellence in execution” and a “best in the business” team of employees have left me thinking that these are now…just empty words.

    I thank you for your time and sincerely hope that you are able to resolve this situation. It would be a real pity for other customers to feel the same disappointment and dismay that I felt after shopping at your establishment.

    Sincerely,
    Candice

    ( REPLY )
72. 

    Candice
    April 25th, 2009 - 18:40

    Letter dated April 25, 2009

    Hello again –

    First, thank you for addressing my e-mail dated March 20, 2009 (see below). The manager of the College Park Brick contacted me shortly after and did what she could within reason to quell my concerns. So I thank you for taking my concerns seriously.

    However, the events of the past few days have re-surfaced my frustration with your establishment. My order which was already delayed twice with a final promised delivery date of May 11 has now been postponed yet again to June 15, 2009. That will be almost SIX months from the date I placed my order. This is no longer a matter for the College Park store but rather a matter for your Head Office.

    If a product is going to take 6 months or longer to arrive, the item should not be sold in your store. Consumers should be made aware of this, instead of being promised the item every two months. I have postponed decorating my living room because I have been waiting for the couch to arrive. My living room has been bare for the past 5 months since I’ve moved into my new condo. The situation is bordering on ridiculous and I am afraid that this is now going to become a PR nightmare for the Brick.

    Please note that I have already canceled my order and will be getting a refund within the next week. The manager did not hesitate for a moment before canceling my order. That is the last time I “almost buy” anything from the Brick. In addition, complaints will be filed with the Canadian Consumer Protection Branch of the Ministry of Small Business and Consumer Services as well as the Better Business Bureau. Articles regarding the unreliability and misleading policies of the Brick will surely be sent to national and local newspapers. I’ve also noticed an explosion of consumer complaints against the Brick all over the internet. I will be sure to have my voice heard on all the major retailer review sites, customer complaint sites, social networking sites and online blogs. I will advise potential Brick customers against shopping at your stores and will do so with friends, family and co-workers. Please do not underestimate the power of consumers in today’s world.

    This is such an unfortunate state-of-affairs. Instead of gaining a loyal customer for life, the Brick has created quite the opposite.

    Regrettably,
    Candice

    ( REPLY )
73. 

    Lindsay
    April 30th, 2009 - 09:30

    Wow! So many of these stories are like mine! I bought a Defehr bedroom set, mattress and dining room table w/ chairs. Total came to around $10,000. I did buy the warranty as well on the great promises! It did seem weird to us at the time and we joked around about how it could be damaged and they will fix it. Well……. what a headache! 1st they couldn’t deliver it at the stuff at same time, so we got the mattress ahead of time, that was fine, But they told me they had no room in the truck and could not take my old bed. They would come back to get it within a couple of days. I had moved it out of our room and in to the hallway having nowhere to put it besides outside (they won’t take it from outside)so it sat in the hallway. Two weeks later and 3 calls they came to get it while they delivered the dining room table. So yay! I took my old table outside to get ready for my new one( since I paid for set up). They did come that day and take away my bed, but they brought me the table base only, no chairs, no top. I called and asked when they rest of it would be coming, they told me 6 MORE weeks! Now we are up to almost 3 months since paying IN FULL for my stuff. They did deliver most of the bedroom set,( almost 3 weeks after our date, which was 4 weeks away) but then tried to leave without setting up. I demanded that they stay and set it up, they did thankfully. The stuff is very heavy and large, no way I could of done it alone. As they are leaving I notice a finger width and length gouge in my wall! I pointed it out right away, and the guy tried to say he didn’t do it until I showed him the drywall on the floor below. I made a comment on the sheet and was told that someone would be out “right away” to fix it. So I waited about a week and heard nothing. So I called ( this is about my 10th call) and asked if they were coming and when. She said she sent the email to the repair man, he lives in BC ( I live in Calgary) and he will get back to me. 3 weeks later and still nothing. So I gave one last call and finally got someone who seemed liked they cared! A guy was sent out within the week, fixed my wall and even left me with the extra paint! He was great but I think he just fixed walls ( no warranty) so he had no attitude with me at all. So it has been about a year and I have a few marks on the headboard so when I was in the store with my mom yesterday I thought I should set up a fixer-upper appointment. Thinking I was totally cover I started to list of my problems. As I said cat scratches, she got very rude and told me it didn’t cover that and to forget it. I was very upset and felt like I had been taken for a total ride. The woman who sold my mom the bed said if I called and said my kid did it with a toy they will fix it. But they won’t, she lied too. They will cover ONE mark from your child any more then that its abuse. The brick sucks , I understand them not covering the cat stuff, that makes sense. However when you are told ( and clearly imp not crazy since others were told the same thing) that you are totally covered 100% it should be that way and not a total nightmare!

    ( REPLY )
74. 

    Apple Own E Ah
    May 11th, 2009 - 21:54

    Some interesting tidbits taken from a press release of the Brick’s on May 11th 2009

    “Unfortunately, despite pro-active measures previously announced in Stockwatch (such as reducing, and then suspending, distributions and revising the financial covenants of the Brick’s senior secured credit facilities and senior secured notes), the continued deterioration of economic conditions and the resulting impact on the Brick’s financial results over the first quarter of 2009 has severely constrained the Brick’s liquidity.”

    more……

    “recapitalization transaction was necessary and advisable to provide confidence to the fund’s customers and suppliers and allow the Brick to continue operating for the foreseeable future. In addition, although the reaction of the Brick’s suppliers following the announcement of the recapitalization transaction was positive and many agreed to improve credit terms provided to the Brick, management believes it is prudent to increase the size of the offering by an additional $10-million to provide further comfort to suppliers and provide the Brick with additional liquidity that will assist it in its efforts to negotiate improved credit terms with more of its suppliers”

    Do you think maybe that all their customer service issues have come home to roost.??

    Would you pay for something from this company now and be willing to wait for months and months ??

    ( REPLY )
75. 

    Judi
    May 14th, 2009 - 05:27

    We purchased a Home Theatre a year and a half ago and also the $399.99 4 year warranty. We now have trouble with the DVR and the store says we only purchased the warranty for the TV even though we were sold the package all together and were told the warranty was on the whole system. The Brick will not do anything for us. I hope they go out of business because as far as I am concerned they are unscupulous!

    ( REPLY )
76. 

    Imtiaz
    May 22nd, 2009 - 12:32

    In September 2004 I purchased a $5000.0 leather sectional from the Homeshow/Brick made by Palliser with an additional comprehesive 5 yr leather warranty coverage . when I purchase the sectional I was told that the value is over $10000.0 but because of the holiday sale it is 50% off as such $5000.0 I was told that leather is expensive and that is why with the 5 yr leather warranty I would have no problems . Four and a half yr later the stiching is coming apart I had a service rep from a company that the brick contract out ( Balaty Ltd ) came over to inspect the sectional he told the brick that the sofa is Vinyl where the stiching occur I showed him my invoice where is says this is a leather sectional aqnd he conclude that it is wrong so the Brick says nothing can be done and they will not even send me any documents to commence legal proceeding . this is the location in scarborough Ontario ANY IDEA WHAT IS MY NEXT STEPS bobby78699@gmail.com hope to hear from you all

    ( REPLY )
77. 

    Cheryle
    May 29th, 2009 - 12:07

    I’ve just been ripped off too by the Dundas & Dixie store and I’m really pissed about it. I too purchased the 5-year blanket warranty on a 2 piece sectional couch that was on sale in May 2006. Here we are May 2009 and the material of the couch is now ripping from the lower corner under the seating cushion coming to the front end, with all the cheap stuffing poking out, it’s only a matter of time before I will need to purchase another one. I called them to look at it which they did. They were supposed to call me back to let me know what they were going to do – they didn’t. and when I call the store to enquire, I get some snotty bitch telling me that there is nothing that they are going to do because it is not covered by the warranty. It was caused by abuse. If the only abuse is seating down in the same spot every day, then why am I now out of $1100 plus an additional $110 for a warranty that I was told would cover any damages, spills, etc. etc. etc. Rip-off artists!!!! I will never shop there again. Since they will not observe the warranty, I should get back my money for it. Is it the sales people in the organization lying to the customers, have they been put up to it? All I know is that I’ll be contacting the BBB and the Ministry of Consumer Relations. Companies like this should not be allowed to sell such junk and false promises to hard working folk and get away with it.

    ( REPLY )
78. 

    Tabatha Veinotte
    July 7th, 2009 - 12:03

    I bought a bicast sofa and loveseat along with a complete bedroom set and a freezer on December 19th/07. I noticed in November of ’08 that one of the cusions on the sofa was starting to discolour. Not having owned a bicast leather product before, I thought this was how it wore. Not until in late December I noticed the leather was coming aprt in the same place I noticed the discoloration. I called The Brick on Dec. 28/08 and was told I was out of luck because my warranty expired Dec 19/08 and I hadn’t purchased the extended warranty. One weeek outside of my warranty!!!! You would think someone would help
    me considering I had dropped almost $5,000 there a year ago and my Mom had just spent $2,000 there in June of last year. No way! I had to deal with a Jason Gay, the warranty manager. Ugh…he didn’t want to deal with me at all. He kept saying that I should have purchased the extended warranty and it wasn’t until then that I learned that bicast leather is NOT repairable! There were several reasons why I did not purchase the extended warranty. One, I live alone with no pets or children, no need for the extended warranty. Two, I have extended warranty protection on my Mastercard, which I found out will only cover repairs. I tried speaking to other people about this since Jason offered me no assistance, but I was always referred back to Jason. Who is he, GOD? Does anyone have any other suggestions or someone I can talk to for some satisfaction? All I want is the couch replaced. It was the first thing I bought for my house and my decor matches it so I do not want a new couch couch just for the sake of having a new couch. Can anybody help me???? I bought it at The Brick in Bayers Lake Halikfax Nova Scotia. Feel free to contact me if you have any suggestions. tveinotte@eastlink.ca

    ( REPLY )
79. 

    Linda
    July 9th, 2009 - 09:27

    I had purchased my first bedroom set many years ago and the service was really bad and I vowed never to buy from them. Well, I did, unfortunately. The service at The Brick is horrible. I purchased about $5,000. of furniture at The Brick including a 42″ Plasma TV (Prima). It took well less than a month for it to start doing strange things and I called for service. The service man from Trans Global came out and said it could not be fixed and that I needed a new one. So I had to wait yet again. When I received the 2nd Prima TV from The Brick, it only took 2 weeks for the color to turn to black and white and the sound was just a shreak. We could watch DVD’s in color for a few days and the color & sound were fine for that only. I called The Brick again and they told me to call Trans Global. I called Trans Global and they told me that The Brick was responsible. I agree. I purchased the TV from them and their service department had nothing to do about the problems with both TV’s. I was told when I purchased it that there was a 1 month exchange for another 42″ Plasma TV and they did get me the 2nd one but they washed their hands on replacing this one. I emailed the Ontario Regional Director and surprise, he never got back to me. They said that they will give me a store credit. I don’t want a store credit I want a 42″ Plasma TV. That’s what I purchased. The Brick is still after all these years a horrible company with no ethics and no soul. They take your money and run.

    ( REPLY )
80. 

    Christine
    July 22nd, 2009 - 14:02

    I wrote this to the Brick today:

    I am writing to inform you of the poor treatment I received when I was injured while shopping at The Brick in Kirkland, Quebec on Monday, July 20th 2009 at approximately 4:45 pm.

    My boyfriend and I were shopping for a dining room table; we had actually put a down-payment on one at Brault et Martineau, but we found one at the Brick that was a better match for us at a better price, so we purchased it. The sales-woman was very nice and informative. Before leaving, I wanted to see the art in the liquidation center. When we inquired about a painting, the elderly salesman that was helping us tripped over a stack of table extensions which were propped up half-hazard against some boxes where we were standing. As he fell down, so did the large heavy pieces of wood, hitting my feet as they crashed to the floor. I was cut on both feet and three days later they are still bruised, swollen and in pain, especially the right foot.

    When the incident occurred, the sales-director offered to get me an ambulance, which I declined. I was given band-aids and I requested an accident report. The sales manager wrote out what happened on a blank piece of paper and made me a photocopy. He then took a look at a painting we had been eyeing and offered us a slight discount- the price was still too high and hardly worth it considering the damage on the frame. We declined and left the store, and I couldn’t walk the rest of the evening.

    The most unfortunate part of this event is that not once was an apology made: the manager never admitted that having those table extensions propped up in that way was dangerous. Imagine if I had been a child? Those pieces should not have been there, and I should have received an apology for the injury I incurred because of the hazardous organization of this section of the store.

    We just became homeowners about a month ago, and it is a shame that because of this incident, we will boycott The Brick and encourage our friends and family to do the same. The furniture is nice and the prices are reasonable, but the customer service leaves much to be desired. You should not underestimate the importance of proper manners, owning up to ones responsibilities and showing compassion. A simple apology and a real discount (the art piece was only 69$, we weren’t asking for much, considering what happened) would have made me us loyal customers for life. I hope you will make the necessary efforts to render the store a safer place to shop and that you will encourage your employees think more long-term with the customers, instead of focusing solely on the immediate sale.

    ( REPLY )
81. 

    Keri
    July 28th, 2009 - 10:25

    At the beginning of June of this year, we bought a variety of furniture items for our new home. Since buying these items, we have had nothing but problems with every piece of furniture. This includes;

    ~torn couch cushions on “leather” couch (we later learned that the salesperson, who no longer works for you, misled us-although the couch is technically leather it is made of a several different types of leather that have been sewn together)
    ~coffee table, end tables ($300) that scratch so easily we had to purchase glass tops for them ($89)
    ~ottoman($300) which had a price adjustment of $100 that we had to ask for three times on three separate occasions
    ~recliner ($400) that was the wrong colour (white instead of brown)
    ~recliner ($500) that broke within a week and is now at the store in Thunder Bay awaiting repairs ($300), which they want us to pay for-utterly ridiculous since the chair is brand new and broke through no fault of ours

    We are extremely dissatisfied. In the past, we have had good service from The Brick, and, although we have heard of many unhappy customers, chose to buy our furniture from a reputable company. Furthermore, we have more furniture to purchase (stove top $1500, oven $1800, fridge $1000, mattress $900 and t.v. $3000-$5000) and were simply waiting to move into our new home before we bought the rest. Regrettably, with the service and product that we have received we are no longer sure that we want to buy future items from your store.

    We would like the recliner either repaired or replaced at no cost to us. We sincerely hope that you consider our dilemma and satisfy our request so that we can continue to shop at your store. The Brick has lovely-looking merchandise, but, judging by our most recent furniture experience, the quality is lacking.

    A phone call from head office would be appreciated, as we have talked to your manager in Thunder Bay and are not interested in further conversations with this individual.

    *Look up the BBB for a list of (hundreds) of complaints.

    ( REPLY )
82. 

    Lady G @ 2 Kontagious radio
    July 28th, 2009 - 19:58

    Just to let you all know, my message above managed to get my friends TV fixed. I still wouldn’t recommend doing business with The Brick…however if you all need assistance in trying to get the work done after being shafted…feel free to use my email. It may work for you too!

    ( REPLY )
83. 

    Jen
    July 29th, 2009 - 11:06

    I was just about to make a complaint to the Brick when I came accross this blog. I see now that there is really no point to making the actual compliant. I bought a mattress from them back in Oct ’08. It is a beautiful, very comfortable mattress. When i was signing the contract i specifically asked the sales rep to point out any extra fees and he assured me there were none. It was very niaave of me not to read the contract more thoroughly but i did ask him a straight forward question. I moved a short while later and contacted the Brick to change my contact information (theres a different story!!)

    I realized I was lied to when I got my bill showing payment protection. I called and asked what it was. I was told that it was insurance and I can take it off simply by faxing a letter with my account number saying I would like the payment protection taken off…I did this the same day.

    Months went on the payment protection was never taken off. I tried again and again and again and it would not come off my bill. I paid for the purchase in full minus the payment protection, which i refused to pay. I called when my payment was made and was told that I owe the payment protection (122$) and since I signed at the beginning the only way I could get it taken off was to go to the store but now it was too late and nothing would be done and if i dont pay it would affect my credit. While i was trying to get this resolved i received yet another bill with interest charges and payment protection charges, ontop of the payment protection charges i had.

    I paid the damn thing. I will never ever shop there agin. My family, friends, co-workers, strangers I meet on the street, will all hear from me “NEVER EVER SHOP AT THE BRICK”!! It is a mission in life for me to make sure that i spead the word. It makes me feel a little better and I am stopping sales there. They should not be in business, they make me sick to my stomach, glad I’m not alone.

    JB

    ( REPLY )
84. 

    Sarah
    July 31st, 2009 - 21:20

    Dear Jen,

    In response to your complaint about the “Payment Protection Plan” please be aware that this would NOT be added to your bill if you HADNT signed for it. If you go into a brick store they are able to print out your original credit application and show you the SIGNED COPY with YOUR signature. If you would like this to be cancelled simply go into the nearest Brick loaction, fill out a small form, and it will be cancelled THAT DAY.

    Dont blame others because of your inability to ask questions about the papers you are signing.

    Sincerely,
    A Brick Employee

    PS. If your mission in life is to make sure no one shops at the brick… Good luck with that.

    ( REPLY )
85. 

    Mary
    August 28th, 2009 - 13:51

    I have purchased some furniture from the Brick, they were supposed to deliver it next week, but they said that there was a shipment delay and that they will deliver the furniture in one month… what am I supposed to do this month without furniture??
    Does someone know if there is an office or organization where I can complain about that, many countries have organizations that are responsible to help customers with complains about some companies or stores.
    Mary

    PD: We should go and make a “strike” in front of the stores and let them know that there are a lot of customers dissatisfied with them.

    ( REPLY )
86. 

    Brick Employee
    September 3rd, 2009 - 16:03

    Hey Mary,

    Unfortunately we can’t help if a shipment has been delayed ! We order stuff from the manufacture (mf) they give us a date on when they will get it to us. If it can’t be met, our hands are kind of tied. We do charge fees to the mf’s when product is delayed. I really wish I could offer some more help on this particular issue.

    On the other hand, most stores will definitely try and help you find something that they have in stock and that they can deliver right away – usually at the same price. Or at least get you a great deal, most people have furniture in their home already, and I think we make take this for granted.

    I really hope this helps,
    Brick Employee

    ( REPLY )
87. 

    Donna
    September 17th, 2009 - 11:07

    I recently purchased a top-of-the-line Sealy Posturepedic mattress & box spring from The Brick. The sales person told me that I had the option to choose a low profile box-spring at no extra charge, but I said I would just take the regular one. When it was delivered, I was surprised at just how high the bed was! It is a real problem for me to get in and out of bed now. I went back to the store and spoke with the manager (the sales person I dealt with was not working that day). The manager told me that there would be a $100.00 fee to exchange the box spring. I told him I’d think it over.
    I then phoned my sales person and ordered the low profile box spring and advised that the manager had told me I would be billed $100.00 extra to exchange the box spring, as it would cost them to do another delivery.
    The sales person took my credit card number over the phone and gave me a delivery date. On that date, I cleared my bed of its bedding, moved some furniture etc. in preparation for the delivery.
    When nobody phoned that morning to give me a time for the delivery, I phoned and talked to the office person. I was informed that they had no record of a delivery to me for that day and then I talked to the sales person, who, after putting me on hold and checking, came back on the line and informed me that it would cost me $200.00 rather than $100.00! So….the box spring was not even on the delivery schedule for that day.
    Nobody even bothered to let me know. I was furious that I was being treated so badly!
    I am now awaiting a call from the same manager who told me right to my face, that it would cost me an additional $100.00.
    After reading all the other blogs, I can see that it is probably a waste of time to argue with The Brick about this.
    I will NEVER again shop at The Brick, and I will warn everyone I talk to that they are not up-front with their customers, and their customer service stinks.
    Bye-bye Brick.
    This is the second time you’ve burned me in the last 6 years. First time-shame on you, second time-shame on me! I’ve learned my lesson now, and will just be sure to pass the warning on to others.

    ( REPLY )
88. 

    Jennifer
    September 25th, 2009 - 07:16

    I am writing today to vent my frustration with The Brick. I placed a deposit at The Brick in LaSalle, QC on June 12th for a dining room set item #1240DPK9 to be delivered July 3rd. On July 17th I was called to pay the balance before delivery, I went to the store once it was paid I was informed that the table was not available. I was then told after paying the full amount that the set was discontinued and I could have a refund or choose something else. I was never informed that a deposit does not hold the stock only the sale price until it was too late. I spoke to manager and was told that nothing could be done. I asked repeatedly if there was any table anywhere and finally I was told that there was a floor model in Anjou. I called before going and spoke to a manger in Anjou to be sure that it was there and that it was the correct table, I was reassured that it was. Once I got to Anjou they realized that in fact it was not the correct table it was the pub height and not the regular height. Again I asked if there was stock any where else the manger in Anjou found 2 in Laval. I went to Laval to find that both tables were cracked and one was missing legs. I then went back to LaSalle and spoke another manager – Maria, I asked for all The Brick phone numbers in Canada so that I could find the table myself. She then said “Oh I can do that” at this point it was late in the day and she would take care of it and get back to me. The next day she called and said she didn’t have any news but would get back to me. The next week July 22nd I took it upon myself and called The Brick in Gatineau I spoke to the manager – Jim, and they had a floor model that was in good condition and he was shipping it that day but it would take 2 to 3 weeks to arrive in Montreal, he coordinated with Maria and Maria assured me that once it arrived in Montreal she would inspect it and let me know. August 12 I called Maria to see if there was any news she said nothing yet that she would get back to me. Then I received a phone call September 2nd from a cashier at the LaSalle store saying the table arrived damaged beyond repair and again I could have a refund or choose something else. I asked to see the table since I had paid for it and it is mine, I was informed that the warehouse threw it out the day before. How is it possible that something that is paid for in full is thrown out without the owner’s permission? I am so frustrated and disappointed. This is unacceptable.

    ( REPLY )
89. 

    Zehra
    October 15th, 2009 - 12:49

    I completely hate the The Brick. They used to be Home Show and I have been tryign to get my furniture fixed for 2 years with no results!!!!!!!!!!
    2 YEARS!!! and the store managers are sooo ridiculous! They leave me on hold and never actually resolve the issue!

    ( REPLY )
90. 

    Eliza
    October 19th, 2009 - 17:20

    I’m currently in the market for a new couch and was considering The Brick, but since I stumbled upon this website, I’m not even going to step foot in the new store they opened (Amherst, NS). The Brick should realize they are seriously damaging their business by shirking their warranties.

    ( REPLY )
91. 

    Chris Gongaware
    October 20th, 2009 - 08:47

    I have posted here before but now have started a petition. If you are interested in making your voice heard please sign this link is:

    http://www.ipetitions.com/petition/BrickUnsatisfied

    ( REPLY )
92. 

    Sandra
    October 26th, 2009 - 12:56

    I was pleased to find this site as I am absolutely reeling from the way I’ve just been spoken to by the Customer Services Manager at my local Brick store after trying to resolve a faulty recliner on my sofa (supposedly covered by extra insurance paid)after months of trying to get it fixed.

    She said unless I was prepared to listen to her without interrupting I should ring back later when I was!!

    There must be something we can do about these issues.

    ( REPLY )
93. 

    Tracy
    October 27th, 2009 - 17:41

    I have put in a service request for a 3 piece reclining couch set that cost us close to $3,000. The reclining mechanism snapped and the foam is buckling up in the recliner section and the couch is only 1 year old and hardly used. My service call was made and I was supposed to have someone here on October 14th, no one showed or called and then I got a call from The Brick 1 week later appologising and resheduling for October 28th with a call the day before to arrange a time….well no call so far! I am now concerned with what I am reading because I do have superficial cat scratches on the decorative leather on the couch, we will see what they do, I have the 5 year warranty also!

    ( REPLY )
94. 

    Larry
    November 5th, 2009 - 18:43

    5 Year blanket to blanket warranty means squat. Buyer beware, they are whole bunch of scambags. the only good thing is I got my money back for the warranty. My wife and I purchase a pallisher leather reclining sofa 2 1/2 years ago. I was convince by the sales person at that time that the sofa is all leather which is not I later found out. Only the seating surface is leather the rest is cheap vinyl. The stitchings at the vinyl part starts to rip behind the seating surface and under the armrest after a year of owning it, and it just got worsen. Good thing I got the 5 year blanket to blanket extended warranty. Just more bad news when the technician they sent told me that the warranty only covers the seating surface and only for leather and cloth fabric are covered. So what is the extended 5 year warranty that I bought is for? The sales person also told me that even when I purposely scratch it, it will be covered. So how come now it’s not covered? I told all my friends and families not to buy anything from the brick. The only time they are helpful is when they want their commissions. After that, you are just on your own.

    ( REPLY )
95. 

    Bob
    December 4th, 2009 - 11:05

    Anyone have a problem with The Brick not honoring their “blanket coverage” extended warranty on a leather chair? It covers rips and tears. They say if you drop a knife on it or burn it

    with a cigarette it is covered. But I put a small speaker behind it and used the recliner feature. It reclined further than I expected and the corner of the speaker tore the leather. They are

    trying to tell me this was misuse as no normal person puts a speaker behind a chair. The stitching at the top of the seat back has also come apart perhaps from moving the chair but maybe

    just not stitched very well. I don’t know why. The chair cost $1100.00. The warranty was $160.00 more. They say they replace if they can’t repair but I was only offered $300.00 by the

    customer service supervisor. I refused. This would void further warranty coverage of which I have 4 1/2 years left. I want a replacement. She can’t do that so her manager will call me back

    later in the day. This is now the next day and no call. Also, the tech who came out to see it 3 weeks ago told me he emails and faxes his report to them as they always seem to not receive it.

    This did happen to me and they still can’t get it from him they say. The warranty says they don’t cover intentional damage, negligence and misuse. Note that rips, tears and cigarette burns

    are covered tho.

    I called The Brick back the next day and the supervisor (Danielle) said that they would not cover it on warranty as it was careless that I put the speaker behind the chair and had carelessly

    pulled on the back of the chair to split the stitching. This is what she said the tech. said in his report. I told her I wanted the tech to come back so he could tell me what was careless about it

    seeings that I consider dropping a knife on it to be more careless but they would cover that. She would not do that so I told her that if I did not get some satisfaction this would be going to

    court. She said in that case she couldn’t talk to me and hung up.

    I called back to speak to her manager and got Michelle. After explaining what had happened with Danielle, Michelle said that was the tech’s position and they would do nothing on

    warranty. After some attempts to get her to explain why dropping a knife on it would be ok, she would not elaborate as to why I should never have put a speaker behind the chair to rub on

    the panel. It was futile to try to explain that this was accidental. To her it simply should never have been done.

    As it stands now, she said she would attempt to get the panel from the manufacturer and the tech could repair the stitching. She’ll call back after the weekend.

    ( REPLY )
96. 

    Dave Henderson
    December 15th, 2009 - 10:29

    I cannot believe the amount of people who are dissatisfied with the brick. I am still trying to figure out why you guys dont all get together and file a class action lawsuit. Just a suggestion.

    ( REPLY )
97. 

    Aniz Kheraj
    December 21st, 2009 - 15:20

    This one will beat all the above complaints!!!
    The Sofa that I got from thebrick last year has got all messed up due to the foam which they used has shrunk. The seat has lost its original shape. I took an extra 5 yr warranty by paying $$ from the brick thinking if anything goes wrong that would help.
    When the guy, who is from some other company which brick has contracted for assessment comes in, without sitting on the seat he says this is normal wear and tear!!
    Imagine, my shock when I learnt that if the seat loses its shape, brick can always claim it is normal wear and tear and hence not covered by guarantee.
    The question arrises, if deformation is not guaranteed under the pretext of normal wear and tear, than what is guaranteed??????
    BEWARE THE BRICK!!!!!!!!!!!!!!!!!!!

    ( REPLY )
98. 

    Carole Meleen
    December 22nd, 2009 - 13:10

    It appears that you’ve put a good amount of effort into your article and I demand a lot more of these on the web these days. I sincerely got a kick out of your post. I do not have a bunch to to say in reply, I only wanted to register to say remarkable work.

    ( REPLY )
99. 

    Trenton Pregizer
    December 26th, 2009 - 21:24

    On june 15 2006 my wife and i purchased one of those 3 piece leather livingroom packages that came with a “FREE” 52″ tv. After having the love seat excanged twice and repaired once it again is having issues with the seams wearing and now an arm is broken off. The chair heas been replaced once onlt because it hasnt been used much and the couch is original since it only gets used when company comes over. Anyways we are having the same problems again and the customer service lady told us to come in for a reselect which we were happy to do. We had paid $3937.00 for the set plus the 4yr in home warranty and the 5yr blanket warranty but when it came time to reselect they said that we could only select up to a value of $1809.00 because the value of the “FREE” tv had to be figured out of the price we had paid, so this gets us nothing that we want from their store. After arguing with them and demanding our money back the manager came whizzing out of this office and was verry rude to us and infact told us to “take us to court we allways win” when we never even mentioned that. So far we have contacted the BBB and have not heard anything yet and the Saskatchewan Consumer Protection Branch has said that they cant do anything because the brick has atleast offered to do “something”

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100. 

     Vance Madison
     December 28th, 2009 - 19:40

     I purchased a TV stand for my new TV at The Brick and what a mistake that was. Thank God the TV itself was not purchased at The Brick.

     First, they (the location on Mavis Road in Mississauga) didn’t have it in store so they sent me to their warehouse to pick it up. Having to wait an hour in the cold by some warehouse dock was not very much fun.

     Second, when I opened the box and took out all the pieces to assemble this TV stand, I realized that two of the pieces were missing. I tried to return the item to the store where I purchased it to get either a refund or at least an exchange but I got neither. Both managers hid behind store policy (once the box had been opened then there was nothing they could do). I was told to call a certain phone number and the missing pieces would be shipped to me. Somehow, that didn’t make me feel very good. One of the two managers practically laughed in my face. By the way, how is someone supposed to know there is a problem without opening the box?

     I am obviously never going there again and I hope to encourage as many people as possible to do the same.

     This TV stand has been such a hassle I don’t even want to look at it even if I get those missing pieces. I think I’ll just try to sell it on Craig’s List at a discount. Incidentally, I have been told that there are many items from The Brick on Craig’s List. All disgruntled The Brick customers?

     Vance M.

     ( REPLY )
101. 

     Andrew DeCorte
     January 6th, 2010 - 09:06

     For starters, I wish I had done my homework and found this blog before I bought from the brick. In March of 2008, we bought one of those “package deals” which included the FREE TV. We ended up paying $4100 for the 3 piece set and the all the warranty. Well the furniture started to fall apart on us and I ended up phoning for warranty work in August, it wasn’t until January that I finally got an answer, it was a discontinued line and we had to pick something else out. And just like in above in #99 Trenton Pregizer, we got dinged for the full price of the TV. So out of the $4100 we only had about $2000 to pick out something else out and we lose the warranty and we have to re-buy a new warranty. But what I noticed on the sale reciept that it states “FREE TV” and the flyer states “FREE TV”. With this info I have contacted the BBB about recovering my $1000 credit under false advertising and false salesmanship. Needless to say we were backed into a corner with having to pick more of their shotty products, because it has to be “in-store credit”. We just had to new furniture delivered yesterday and with the sofa alone there is 27 defects which I took pictures of. It looked like a drunk guy took a staple gun to the bottom of it, random staples all over the place and the materal was not covering the bare wood at all. I took the pics this morning down to Manager and they were forced re-order but of course it will take weeks because now its not in stock Now I have to make sure my kids don’t cut themselves on the metal that is cut through on the side of the sofa. And the loveseat already had 3 springs cut through the material. Never again Brick, I’m going across the street to Sears, they may be abit more pricy but the customer service and the warranty is well worth it.

     ( REPLY )
102. 

     Paint Repair Kits
     January 29th, 2010 - 02:00

     I’ve been searching for this precise information on this topic for a while.

     ( REPLY )
103. 

     neslisah
     February 1st, 2010 - 05:43

     hi, after i have read all these stories i find out i’m not alone. as i assume no one get their money back only store credit to sell their cheap staf to us again. now i’m trying to get my $2000.00 back but i’m afraid i will have to shop there again. How they can get away with this kind of bad customer service. Basicly they don’t care what you do what you loose as long as they get your money. this is not fair who will protect us.

     ( REPLY )
104. 

     Anastasia
     February 4th, 2010 - 07:39

     i won’t waste anyone’s time reading a long complaint story. know this, HOWEVER:

     horrible service, horrible delivery personnel, horrible, rude, defensive staff at the other end of the phone. won’t pick up a damaged box (unopened) containing table. i followed refund policy and reported damage to box immediately. the brick needs to GO.

     go to facebook and join the group, RATE YOUR SERVICE. my friend started it.

     GET THE WORD OUT

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105. 

     Tabitha
     February 5th, 2010 - 08:00

     I have had the simular problem, they are all just horrible and to my suprise this site exists. I bought a couch in January 2009 and when it got here I was so happy I loved this couch….but…. I noticed within an hour there was alot of seeems that have let loose. Not a big deal, I demanded a new one instead of them coming to fix it. In March 2009 the new one came. Yeah 4 me!! I thought the world of this company and wow I recommended them to everyone of how great they were. But a few months later the new one started to fall apart as well. I called it took them a month to come and look at it, but the owner himself came. He said no problem!! Great Right, well not so much, they picked up my couch 2 days later to take it to their professional shop to be fixed. (Long week of sitting on the floor because they didnt bring me my temporary couch)Anyways, a week later the owner called me they were done and he felt it was his personal duty to return it. He and a helper brought the couch in and put all together it is a really big sectional. But left really quick. I noticed the wood on the front was damaged and tried to wave him back in but he wouldnt stop. I went and looked over the couch, it was worse then when it left, the sewed holes up all right the funny part is that the holes were not there when it left, the frame is warped and broken and the original holes are still there and filthy as hell. I confronted him and he brushed me off. I need help if there is any advise.

     ( REPLY )
106. 

     Paul
     February 7th, 2010 - 13:10

     i went to the brick and bought a tv and home theatre combo package. They asked if i wanted a 4 year extended warranty on the “package”. I bought it for 369.00 originally for 499.00. That was on dec-03-08. Now when i go back to fix a problem with a speaker they tell me that the warranty was only put onto the TV and not the home theatre and that i never asked them to. They deal with over 50 customers a day, how the hell are they going to remember a specific transaction over a year ago. They will not hold up to “our comittment is to our customer” policy because i was mislead to believe that i had warranty on the WHOLE package. they keep giving me the run-around and they just walked off on me…. IM FURIOUS… i dont fight for somthing if im wrong. I wouldnt be there otherwise. now i know im not alone and i feel better about getting the news involved.

     ( REPLY )
107. 

     Hahaha
     February 17th, 2010 - 17:13

     hahahaha you can definitely get the news involved… but the brick is canadas #2 advertiser, only after mcdonalds. who would want to bite the proverbial ‘hand that feeds’
     ???

     ( REPLY )
108. 

     mike
     February 17th, 2010 - 19:49

     I just came on-line to see if there was a way to contact The Brick’s head office. And I find this site. After reading all these posts, and not seeing a real solution to all these problems dis-heartening. I have a couch which I purchased at the Dixie and Dundas location, I love it, but along with everyone else’s problems has a defect that is not being taken care of, even with the extended warranty. And if anyone will be dealing with customer service at this location do me a favor if you enter the store and talk to a customer service representative named Samone, take off your shoe and throw it at her for me, please. She needs a SLAAAAAAAAAAP!

     ( REPLY )
109. 

     Pierre
     February 22nd, 2010 - 10:35

     How frustrating can this be? I too purchased a home theater and was lead to believe the extended warranty was for all items purchased. Now I need my DVD player fixing on English audio track not playing. not fun to watch movies with only background sound or a choice of other language I don’t understand. You would think that all items are covered and they play this game knowing the items with moving part is more likely going to have problem. On top they offer to give the equivalent of the fee paid in a form of voucher to spend more in the store if a claim is not made after the contract is expired. will they honor that? The problem i have with that is I do not want to spend another dime at THE BRICK. CONCERN FOR MISREPRESENTATION. They play on our trust there helping us with their warranties. It is a rouse for profit margin. Lesson learned rely on the manufactures warranty and your credit cad extensions if supported.

     ( REPLY )
110. 

     KP
     February 23rd, 2010 - 15:56

     My wife and I purchased a Sectional Sofa from the Brick in Sep 2009, and within 2 months we saw some small rips in the material. We had purchased the extended warranty; hence we thought we were covered.

     We called the Brick, and they booked a service call for us for a technician to come out and take a look at the sofa. However, the service call must have gotten lost, and he never came.
     We called the Brick back in January 2010, and booked another service call, and this time someone did show up. He said he could not fix it.

     To make a long story short, we got a call from Brick saying to come in and get a replacement. We thought – Great.

     We went into the Brick and they said that the sofa we purchased is no longer carried by the Brick (Even though it had only been 4 mths since we purchased it), and that we could pick another sofa in the store, AND pay the difference.

     Understandably, my wife and I were very annoyed and upset at this.

     I almost agreed to pay the difference after speaking to the operational manager over the phone, but after taking a closer look at the warranty, it specifically says that they will replace the sofa with a similar sofa that is of equal or greater value. This is explicitly stated in the warranty, and is irrefutable.

     I have left a voicemail with the district manager, and am waiting to hear back.

     Depending on what he says, my next step is to fax the Head office with my complaint, and the facts that I have – including what the warranty says.
     If that does not work, I plan to take them to Small Claims Court.

     The sad thing is that the difference in the Sofa amount is only $300, however the Brick (Like almost all places that sell Warranty’s) are liars, and do not want to honor their agreements.
     I will have to do some research as to who I need to serve the papers to, but I’m not letting them screw me.

     I live in the Markham, Ontario (Near Toronto) area, and if anyone knows who I can serve the Small Claims Court papers to, it would save me some investigation time.

     tks
     -KP

     ( REPLY )
111. 

     Pat Watson
     March 15th, 2010 - 08:24

     We have had a similar problem with getting a five-year blanket warranty honored on two items, a sofa and a love seat bought at the same time.After being told our furniture had been misused and abused,we asked for the refusal to repair IN WRITING. They do not want to do that!! After almost three months, four technicians and much tenacity, they picked up the sofa last Friday to repair stitching and broken footrest. Parts for the love seat are on order….we’ll see! We e-mailed Head Office long ago and got no reply. We have a phone number given to us by the Operations Manager after we appeared in the store in person(780 930 6000). Good luck and stick with it. There seems to be no corporate website or list of CEO, management etc.

     ( REPLY )
112. 

     Cecilia Shubert
     March 18th, 2010 - 10:48

     You can add me to this list. Purchased a Danby portable 18 inch diswasher in June. By Nowember the top was pealing apart. I took it back to the brick and they sent it away for repair. That was in January. Today they call me to tell me I get a new dishwasher. Sound good Hey
     The thing is they no longer sell portable 18 inch dishwashers and if they find on I have to pay the difference. I can see this is going to be a very on process. Idiots that is all I have to say IDIOTS

     ( REPLY )
113. 

     danny b - montréal
     March 20th, 2010 - 09:38

     legal stand point of view.

     No retailer shall be able to limit its liability on the grounds of non related abuse to a good which is subject to warranty and hidden default.

     Therefore, i suspect you should take steps into taking legal action against them. The same thing happens in Québec nowadays. Check this out:

     I’ll just go to Brault&Martineau (www.braultetmartineau.com) tu buy a bed and a mattress. I am told that the mattress bares a 10 year warranty, and that i could optionally buy a protection cover for the mattress (stains and unwanted stuff like that). They alos tell me that if i don’t buy my protective cover i don’t get warranty for my mattress. Fatal error

     If a merchant suspects that his mattress is not in good condition he should not sell it, with or without protective cover. Moreover,it is forbidden for anybody to sell a brand new product and to condition its warranty on buying any other equipment. Let’s say that anything breaks into the mattress, they would just stupidly tell you that you should have bought a cover, but wait the cover would have done any good anyways 9exactly as with the couch foam).

     Legally they use these exclusion grounds to limit their warranty fees, which in the present case is ILLEGAL.

     good luck with your case

     Dan Bratu

     ( REPLY )
114. 

     danny b - montréal
     March 20th, 2010 - 09:44

     okay,

     Now when you have a cat or dog or any other animal that might reasonably damage a good (wooden bed, mattress, couch, sofa, kitchen table, etc) the think that you tell your salesman that at the time of buying won’t do a lot of good for the buyer. Firstly, because a judge will ask if you have any proof for that, which you probably don’t. Please make note they can’t refuse your warranty for unrelated damage to a good. But mostly, when you buy something like that, i encourage everyone to not just tell that to the salesman, which most of the times work for around 6 months in a store like that, but to write it down on both copies of the store bill, and when the couch gets deliveres do the same on both copies of the delivery bill (where you say that the couch was in good standing). After that, if anything happens and you go back to the store you have a huge bargaining chip in your hands.

     I hope this will help

     dan bratu

     ( REPLY )
115. 

     Adu
     March 30th, 2010 - 18:34

     Does anyone have a corporate mailing address?
     What’s wrong with this company that they have so many angry customers??

     ( REPLY )
116. 

     past-employee
     April 13th, 2010 - 19:33

     I used to work as a delivery driver at the brick a few years ago and trust me, they dont only screw their customers, they screw their employees too and treat them like s**t, so go easy on the gals in customer service, they dont have a choice, they have to screw you!!

     Heres a tip: if you receive damaged furniture or it gets damaged and they send out a tech to come to your house and look at the damage, 9 out of 10 times its not repairable so CS will offer you a settlement to keep the furniture the way it is (this is their cheapest way of getting rid of you), they will do ANYTHING to avoid exchanging it for a new one!! Trust me ANYTHING, including avoiding your calls, telling you the damage is your fault etc. They usually offer you the least amount of money possible to get rid of you but they can usually go up to a max $200. If you get angry with them and demand to speak to a manager they will tell you that he/she will call you back….good luck with that! They NEVER call back. Go directly to the store when the STORE MANAGER is working, if you look angry enough they will take you into the managers office and THATS WHERE YOU CAN GET THE BEST CUSTOMER SERVICE OR ANY RESOLUTION AT ALL!!! they will offer you a lot more money, or exchange it for you. Also, if they let you reselect new furniture, they will say you have to buy a new warranty and delivery for it….fight the store manager on it. He will cave to get rid of you.

     Overall, I learned to never buy furniture there, its cheap chinese made crap, and 6 out of 10 times it arrives damaged because of the long time it sits on a cargo ship. Trust me they get A LOT of quality complaints about manufacturers defects.
     People say IKEA has crappy furniture but it actually is higher quality than the brick, cheaper, and their customer service gives a crap about their customers!

     Happy shopping!

     ( REPLY )
117. 

     Arshad
     April 20th, 2010 - 11:07

     I bought leather sofa and dining table 6 months and one of the sofa and dining chair went out of shape.. I called them and went to the store.. Manager at the store turn around used abusive language.. This is what i wrote to the cusotmer service and waiting for there reply

     Attention :- The Brick Head Office (Regional Vice President, East)
     In-regards of =

     I am extremely frustrated and disappointed with the way Bricks store at Heartland 5800 MCLAUGHLIN ROAD has treated me and the customer service I received after spending over three thousand $. The store Manager “Goodwin” used threatened language against me.

     I went there to lodge my complaint against defective leather sofas, which were supplied by your store under warranty for 5 years an additional payment of $ 239.00 was charged at the time purchase.

     I requested the Manager to either replace sofa and dinette chair as they both have issues and gone out of shape. On this he out rightly refused to honour the warranty saying that since the sofa has been purchased on a company name for commercial purpose. The warranty doesn’t hold good.

     I told him in that case you should not have issued that warranty and should not have sold me the sofa and dining table at the time of purchase and should have told me right up front that Bricks don’t sell furniture warranty to companies for commercial use rather your two sales person at the store sold me the warranty and I was under impression that stuff I am buying from Bricks is secure for next five years, as the warranty has been issued you have to abide by it or take my sofa’s and dining table and give me my money back so that I can go to a furniture store who can give me warranty.

     He was not at all ready to give any heed to my argument. Had I been told of your policy of not issuing warranty for items use for commercial purpose I would have purchased the sofa from other place.

     Under the circumstances I have no options but to request you to give my full money back and treat the deal as cancelled

     In the end I may mention here that if I don’t get a satisfactory reply from you.. I shall have no option but to take legal action against you

     I am faxing and emailing you along with this letter the sales order receipt.

     You can speak to me at XXX

     ( REPLY )
118. 

     Daniel L
     April 26th, 2010 - 07:01

     So my sectional is 3.5 years old. I live alone and hardly use it. I’m not a huge guy either, barely 175lbs. There are 2 spots where its sagging badly. I have a herniated disc in my back from a car accident and have difficultly laying on it. I’m waiting for the tech to call and setup the inspection appointment.

     I’m anticipating a fight but there is no way I’m getting another couch from the Brick. I’ll settle for replacemtn value in-store credit which I’ll spend on lamps and other non functional pieces.

     If you have any luck or negotiating strategies to send my way I’d appreciate it.

     DL

     ( REPLY )
119. 

     Ron Mcmahon
     May 8th, 2010 - 22:26

     Extended warranties are not what they are made out to be. We took deliver from the Brick a leather reclining coach, 12 July 2006 . We bought this coach with the Blanket 5-Year Furniture Plan. This was to cover everything from pet and human bodily fluids to stains, grease, ink cosmetics, grease, tears, holes and punctures. The only thing not covered was wrinkling, which we could live with since leather will do that eventually. Recently a hole developed in the headrest. After contacting the BRICK, they sent an agent of theirs from TGW to view the hole. On May 4th Monica representative from the Merivale store informed us that the BRICK was defaulting on the contract. Reasoning that someone’s head was on the headrest and oil got into the leather. Now, we have another leather coach, 10 years old and a 15-year-old reclining leather chair neither of these pieces have developed holes from use. After spending $160.00 on this extended warranty the only conclusion we can come to is that the paper the BRICK ‘s extended warranty is written on, has only one place in this world, and that is in the bathroom on a roll.

     ( REPLY )
120. 

     peggy
     May 14th, 2010 - 16:38

     Does anyone want to do a combined legal action against the brick and their waranty policy I am having problems with the brick I bought my jenair downdraft stove $3500.00 only used for one yr and I bought full extended waranty on this item the stove has not worked properly since day one I had numerous service calls and finally in march 2010 they decided to replace the stove but they did not notify me and in may when I phoned to complain again they told me that I was oked to get a new stove however they want to replace it with a regular stove or give me an instore credit for $2000.00. That is a difference of 1500.00 plus what I paid for the extended waranty not to mention what it will cost to redesign the kitchen if I take their stove.(obviously I will have to buy a new downdraft jenair and pay another $3500.00. So if anyone wants to start a class action lawsuit against the brick and their waranty policy I will look into what can be done and do the leg work to get this going. I will check back to see if there is a responce to this blog and I hope the web site owner can contact me directly.
     thanks for the outlet.

     ( REPLY )
121. 

     Scott
     May 24th, 2010 - 16:00

     I also have a problem with the Brick. I bought a couch from there 1 year and 5 months ago, and the cushions are already flat, and last week when we went to sit on the couch, the seating area broke off from the arm!!! The wood actually broke away! I went to the store and basically they said “too bad, should have bought the extended warranty!” They were very rude about it, so I emailed head office on May 22/ 2010 and basically told them about the unprofessionalism at the store. I also told them that whether I bought the extended warranty or not, a counch should last way longer than a year and a half! RIDICULOUS!

     ( REPLY )
122. 

     Kim
     June 1st, 2010 - 13:10

     I too have issues with the Brick, and I am taking them to small claims court and Better Business Bureau.
     I purchased a mattress from them with the 10 year warranty on it. The mattress of course is sagging. I want it replaced. I dig out my receipt and bring it to the store… according to them, the product code on my receipt (which they issued) does not match the product they delivered to my home. Too bad so sad Im out a 1500 mattress because of the typo.

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123. 

     Former Brick Employee
     June 4th, 2010 - 11:46

     I’ve worked for the Brick before. Needless to say, I felt awful about it. I didn’t last long. After seeing the way they treat their employees and customers, and after being harassed and discriminated against I just HAD to quit. I was feeling physically ill by the time I quit. My letter of resignation was several pages long. And I never received my record of employment.

     Stay AWAY from the Brick!!!!

     ( REPLY )
124. 

     Jagjeet
     June 7th, 2010 - 05:38

     I had simillar problem with United Furniture House,
     i bought my recliner in june 2007 with 5 year extended warranty,I noticed that the foam in my reliner sofa is sagging and springs are making noise.
     I thought I was covered, i called UFW in brampton queens/410, they sent a technician, after looking at the sofa he was in agreement that it needs to be fixed , after one week i get a call for UFW saying that they will not fix it as this seems to be a abuse/missuse and it has stains spot on it.
     I had to go to the shop to tell them,they were rude and said that tecnician is neutral party and they think the sofa is dirty and that voids the warranty.
     It seems like you buy a new car and it got few scracthes on and something goes wrong with engine and your warranty becomes void, how fair is that.

     I will do what ever it takes to get my recliner fixed/replaced i feel cheated.
     I am plannihng to go to small calims court and BBB.
     Anyone with simillar problem would like to join hands to get their issue resiolved can email me at jagjeetpanesar@gmail.com

     ( REPLY )
125. 

     Andrea
     June 21st, 2010 - 10:40

     Bought massage chair and it broke. Brick sent out repair guy who said it can’t be repaired they don’t make parts or chair anymore. Service depot calls back and says we can pick out a new chair to replace broken one. We find one which is an almost exact match but are then told we will have to pay the difference between what we paid and the new one!! Its a difference of $1,355. !! Has anyone been successful in getting any help with warranty problems via small claims or the BBB?

     ( REPLY )
126. 

     Roland
     July 1st, 2010 - 20:58

     We bought furniture at the Brick. I lack words to express my feelings about the store. :S At least it wasnt that expensive and we will NEVER make this mistake again. (nor any of our friends)

     ( REPLY )
127. 

     Anne Westen
     July 4th, 2010 - 13:43

     We purchased a 2 piece living room set Jan 2007 from a Brick in Mississiauga. Within weeks the loveseat popped a spring. They sent two repair men, but it popped a second time and we fixed it ourselves. Several months later the furniture, Made in Canada by Decor REST in Woodbridge, began to show show signs of leather fatigue on both arm rests. Although the leather is guaranteed for 5 years we did not get anywhere when calling the Brick who referred us to the Manufacturer who in turn referred us back to the Brick. And so it went on, endlessly. We never had any problems with the Brick during the previous decades but now, finally retired, this long overdue purchase turned out a real let down.

     ( REPLY )
128. 

     Sal Saadat
     July 13th, 2010 - 10:22

     I had a similar issue with the mattress that I bought. I bought the mattress from their Scarborough location (hear the Super Walmart). How can we came with a plan to take action against them in a group?

     ( REPLY )
129. 

     Sal Saadat
     July 14th, 2010 - 06:48

     may I suggest something? I think we should choose a date and come together in front of one of the Brick stores and protest. Call the media, and make the public aware.

     I would suggest a Saturday or Sunday in Aug… What do you think?

     ( REPLY )
130. 

     ben
     July 15th, 2010 - 06:49

     I have 2 bad experiences with Brick, I bought a cario for living room and every week they postpone the delivery date and finally I was lucky to cancel it.
     The other I bought a sofa and after 4 month it got noisy. (we are just 2 adult and working, we used it 2,3 hours in a day)
     Their quality is so poor. Sofa should design for working minimum 10 years, but I dont believe theirs works even 1 year.
     Dont buy anything from brick unless you dont care about your time and money.

     ( REPLY )
131. 

     Current Brick Sales Rep
     July 16th, 2010 - 20:13

     I’m a current sales rep for The Brick in the Ontario area and find it interesting reading these complaints so i will weigh in with unbiased truths and facts. First off the brick is full of employees and customers who are new to canada so there definetly is a serious communication breakdown between sales reps and customers. Just like every company in the world every store will have people who lie and suck at there job its not exclusive to The Brick.

     Some tips when shopping at the Brick

     -Dont buy stuff if thats not in stock if you are gonna complain because noone in the entire company knows for sure when an out of stock product will arrive.

     -companies like the brick or sears or leons do not sell high end or good furniture, people who shop at these stores either cant afford good furniture or dont want good furniture for fear of kids or animals destroying it.

     -a 300 sofa or a 600 sofa is shit quality, plain and simple.

     THIS IS IMPORTANT TO READ! that credit card insurance crap that i read some of you have signed for and are being charged for is a SCAM! I refuse to sell it at my store, they put so much pressure on the sales staff that most sales reps just get the customers to sign it without explaining what they are signing for. If it was explained noone in there right mond would ever say yes to it.

     I can honestly say that as a whole company the brick definetly preys on and uses immigrants both as employees and customers.

     I must also say that alotta the time its the customers ignorance and lack of understanding that is the problem also.

     Also the staff at the brick both customers service and sales staff always hear the same stories and excuses everyday from customers that feel there stories are unique, just get to the point and be nice and you might be surprised. Coming into a store yelling and screamng because your sofa is not in stock is just straight pathetic.

     ( REPLY )
132. 

     Lindsay
     July 26th, 2010 - 12:32

     Hello,

     I to am dealing with issues from The Brick-Whitby Ontario location. I bought a sofa in 2008 and purchased the extended warranty after the sales person told me it would cover everything ip to five years and would be replaced as many times as it needed to be during that five year period. The micro fibre had stains and I wanted it replaced but was told it had to be professionally cleaned which is about the price of the warranty. I have the couch professionall cleaned three times now and finally had someone to come look at it, they were going to replace it but then saw cat scratches and told me the warranty is now void. I am extremely pissed off and work in the marketing and advertising field and I am ready to write a story about this. How has everyones else’s stories turn out?

     ( REPLY )
133. 

     john doe
     August 5th, 2010 - 14:31

     maybe if your animals didn’t mess with your product you’d get the warranty since your not miss treating your products

     ( REPLY )
134. 

     Jane Doe
     August 24th, 2010 - 10:34

     @John Doe

     Their warrenty specifically mentions that it covers pet scratches & stains to furniture. If they don’t want to cover it, they shouldn’t put it in their warrenty.

     ( REPLY )
135. 

     The Observer
     August 30th, 2010 - 13:53

     Irrespective of the time frame involved, I purchased a Panasonic Microwave oven from The Brick.

     At the time, although I had some doubts about the machinations of extended warranties, I nevertheless purchased a 5 year, so called “Superior Protection warranty.” Now that the original warranty is long expired and my machine is defective and either needs service or replacement, my initial skepticism about extended warranties are manifesting themselves, in accordance with numerous articles on the subject, not the least of which appeared some time ago in ‘Consumer’s Reports’ and CAA. The essence of these articles is that these so-called warranties are nothing more than a consumer rip-off at the point of sale, since the unsuspecting consumer is left to his own devices to avail himself of the benefits allegedly purchased, short of abandoning his efforts altogether.

     CASE IN POINT: My appliance began to give me some irritating signals a short while ago. Since these irritants became more frequent, I retrieved my sales contract, after ascertaining from Panasonic that their warranty was expired, and not in fact covered by the “Superior Protection warranty.” purchased from the BRICK. I then embarked on a futile mission, when I contacted the service center number printed on my sales contract from The Brick. This exercise led me to an answering machine and the message… “… your call is important to us, all our agents are busy with other customers, please stay on the line to keep your call priority …”

     … fine, I did just that, hours at a time, twice a day for five days in a row … and yet I was no further advanced…. I called your store and was compelled to leave a message for the service manager and never received an answer.

     ALAS! WERE I NOT DETERMINED TO SEE THIS MATTER THROUGH JUST FOR THE SAKE OF SATISFACTION, I PROBABLY WOULD HAVE WRITTEN OFF THE WHOLE BS, TROWN AWAY THE MACHINE AND GONE OUT TO BUY ANOTHER ONE, WHICH IS PRECISELY WHAT THE MAJORITY OF YOUR CUSTOMERS WOULD HAVE DONE.

     Unfortunately, I have never throw in the towel so easily; armed with my documents therefore, I visited the Sales Manager of the Brick store where I bought the machine, explained the whole situation, and he got on his computer documenting everything while on three or four occasions he called the service center only to receive the message … “… your call is important to us, all our agents are busy with other customers, please stay on the line to keep your call priority …” He could not even dispatch an E-Mail or even leave a message. Now if that is what you call a Service Centre, I pity your public relations department and not the least your customers.

     It was finally one week to the day, that I received a call from somebody somewhere, at the request of your sales manager. This person provided me with a telephone number to call and only when I insisted, did she provide me with a W/O number. She could not identify the service provider or their location. When I called the number in question, the first thing they do is provide their address and … “… your call is important to us, all our agents are busy with other customers, please stay on the line to keep your call priority …” Well I did just that and finally conversing with what I am certain was human being (because he actually accessed some data) and explaining the situation, concluded that I had to bring the machine to their shop. This is greatly annoying and disturbing to me since their shop is at quite a distance from my home and I can much better employ my time than having to make two return trips to your service center – since I will not under any circumstances pay for a service call that is presumably covered by a warranty, extended or otherwise.

     I now conclude that the now, universal sentence “… your call is important to us, all our agents are busy with other customers, please stay on the line to keep your call priority …” is now the religion of all service centers, across the world, since everybody is using it.

     (Maybe if they leave the callers on the line long enough, they’ll go away altogether and stop bothering our grossly underpaid technicians).

     In other words: “This is a recorded announcement, you have dialed the right number, now please hang up and don’t ever do it again.”

     ( REPLY )
136. 

     The Observer
     August 30th, 2010 - 13:54

     In the continuing saga of the access to your customer service availability, I previously indicated the inconvenience of having to make two return trips to your service center, located quite a distance from my home.

     Lo and behold before I complied with the instructions I had received, I received a message from Amily (?), who left the telephone number (514-352-9600) of the Brick, in Galleries D’Anjou, where I initially bought the now defective Microwave. She authorized me to bring the machine at this location. When I asked her for a PO number, she indicated It would be confirmed when the machine was registered in-house.

     Which is exactly what I did this morning This experience was nothing short of a repeat of what I had been instructed to do, by the previous customer care human being I spoke to last week. I refused to comply and repeated the verbal instructions I had received from Amily, and I insisted on leaving the machine, which obviously insulted the female customer service rep. on duty … it was with visible indignation that she accepted the machine and copied my sales bill … she would not under any circumstances give me a PO or receipt, and in fact, I had to insist quite firmly, for her to write down the problems with the machine on the copy of my bill … I am now completely ignorant of the fate of this machine, save that I was told that it would take no less than three weeks to service … what would happen if my life depended on that machine being operational at all times?

     Unfortunately, for The Brick, this is not the king of attitudes their customers expect, especially when they purchase brand name appliances … in spite of their planned obsolescence life cycles … Historically, I purchased my first Panasonic Micro wave oven in 1985, or thereabouts at Eaton’s. Over the years, despite two kitchen makeovers, the machine never broke down nor required servicing. Alas, since all good micro-waves must come to an end and natural death, when they are no longer economically serviceable, it died on me in October 2005 (…requies cant in pace, wherever it was sent in its afterlife) … after 25 years of un-interrupted service.

     Without forgetting the 25 year life cycle of my previous machine, it was replaced naturally, by a Panasonic modernized, if not upgraded equivalent model, (that now blended in exactly with my twice upgraded kitchen and other appliances therein). I would however, have expected this newer machine to live up to at least half the life cycle of its ancestor, before going through the ordeal I have been subjected to, in order to have it serviced.

     Evidently, this experience, compounded this morning, only emphasizes the saying that: “ Your left hand has no idea what your right is doing.”

     ( REPLY )
137. 

     The Observer
     August 30th, 2010 - 14:29

     OK, Folks! The time has arrived for everyone here to get involved with a cross- Canada class action here. In addition to my own woes, and the horror stories I have read in these pages, I have spoken to many friends and neighbors who have had similar horror stories, with them. The problem with their extended warranties, (which are not worth the paper they are written on, is that they are provided by an offshoot of their American financiers, who could not care less about their Cnadian customers, since The Brick is the Canadian affilate of a larger US conglomerate, that probably filed for bankruptcy protection durinhg or in the aftermath of the 2009 economic crisis.

     ( REPLY )
138. 

     Current Brick Sales Rep
     September 1st, 2010 - 09:27

     To the observer who wrote a novel over a broken microwave, you take it into the store, leave it there, they send it out, they will call you to come when its fixed, period. The brick has no service manager or anyone at the store that fixes things. Because of the size of a microwave its a carrin product if it breaks, your story is bullshit. That service number which is on every brick bill at the bottom has never made people wait for hours unless your an idiot calling during closed hours.

     ( REPLY )
139. 

     The Observer
     September 3rd, 2010 - 15:39

     Hey Mr. Current Brick. Sales Rep. Why don”t you try and call the service number for Ther Brick service department, in Montreal and try to get a staight answer or a direct answer follow up… before offering your comments … To-day I just spent 3 hours on the phone, after receiving notification that my microwave was repaired and to call the Brick store where it was brought in for repairs … I still have no idea where the hell my appliance is ….

     ( REPLY )
140. 

     The Observer
     September 3rd, 2010 - 17:47

     … oh!… and by the way Mr.Current Brick Sales Rep… have you read the other novels, from the top of this page ,to where mine is posted ? I never once intimated that the store or anyone there was supposed to fix the microwave… I was told in no uncertain terms to bring the appliance to that store … when I manifested displeasure at making a distant return trip to the service center … as indicated in my “novel”.

     ( REPLY )
141. 

     The Observer
     September 4th, 2010 - 13:12

     To:Current Brick Sales Rep.
     Before sermonizing consumers of your service contracts, read what follows and what was previously written in my “novel.” I received a call to pick up my appliance between 9:00 and 5:00 PM at 10,001 Metropolitan Blvd. (3and 1/2 miles from my home. I drove there and…would yu believe… they did not have the appliance to deliver or there was no one in the Department… and when I tried to protest, the manager told me ther was nothing he could do, and to file a complaint with the store manager…(sic.)…which gows to prove that: “ Your left hand has no idea what your right is doing.”

     ( REPLY )
142. 

     Current Brick Sales Rep
     September 5th, 2010 - 20:15

     Yes mental microwave man i have read most of the complaints on this blog and i can understand them and agree with mostly what they say, but your situation is minor and it seems you might be the actual problem. I can help listen carefully. Go stand in front of a mirror and say the following. It’s just a microwave and theres more important things to worry about like my mental problem! Keep repeating that for 2 to 3 weeks then your microwave will be fixed and you can find something else to complain about for no reason.

     ( REPLY )
143. 

     The Observer
     September 6th, 2010 - 05:46

     Mr. Current Brick Sales Rep;
     Just like the Manager at the store and the THE BRICK treats everything insignificantly, including your customers, irrespective of the amount of their purchases, except when they have to deliver a convoluted sales pitch. I don’t need a reality check – The Brick does. If my appliance was only worth $ 1.00 and I had to exercise the services of the extended warranty, I would act the very same way, if only for the principle of the matter and to show THE BRICK that customers are to be treated with respect whatever the circumstances; after all THE CUSTOMERS are your bread and butter and the very reason for your existence, no matter hoe much commission their purchase has brought into you pockets and coffers.

     ( REPLY )
144. 

     The Observer
     September 7th, 2010 - 12:17

     TO: Current Brick Sales Rep:
     With thanks and gratitude to The Observer,
     and certainly with no thanks to The Brick,
     its customer service department or whatever,
     and to Current Brick Sales Rep.

     I have finally recovered my appliance.
     NEVER AGAIN WILL I SHOP AT THE BRICK AND NEVER AGAIN WILL I EVER RECCOMEN THE BRICK TO ANYONE, EVENT IF I HAVE TO PAY MORE ELSEWHERE/

     End of discussion

     ( REPLY )
145. 

     The Observer
     September 7th, 2010 - 12:19

     TO: Current Brick Sales Rep:
     With thanks and gratitude to The Observer,
     and certainly with no thanks to The Brick,
     its customer service department or whatever,
     and to Current Brick Sales Rep.

     I have finally recovered my appliance.
     NEVER AGAIN WILL I SHOP AT THE BRICK AND NEVER AGAIN WILL I EVER RECCOMEND THE BRICK TO ANYONE, EVENT IF I HAVE TO PAY MORE ELSEWHERE

     End of discussion

     ( REPLY )
146. 

     karen banks
     September 25th, 2010 - 05:17

     You should all join together and contact the media in your different areas and complain. Get them as much bad publicity as possible and continue to complain publicly until you get action. The internet would be the perfect tool to get the word out and get a huge number of people working together. I’m sure if you provided an online address in the media for others to complain, you would continue to get even more disgruntled customers.
     From what I’ve personally heard first hand from people, the Brick has really terrible customer service. They appear to tell people whatever it is they think they want to hear in order to sell the product and then they turn disagreeable and hard nosed when it comes to fulfilling their commitments. It took one of my friends months and at least three different sofas before they gave her one that wasn’t damaged and she had to fight every step of the way to get them to cooperate. My friend is one of the most aggressive dog with a bone type people I have ever known and they almost wore her down. I guess that’s how it works, wear people down until they just don’t have any fight left in them.

     ( REPLY )
147. 

     karen banks
     September 25th, 2010 - 06:17

     By the way, I would recommend not giving in. After watching the ordeal my friend went through I can feel your frustration. Clearly a lot of people just feel helpless and give up. My friends’ husband was so exhausted just watching her that he was pleading with her to just give in because he felt it was hopeless, but being the kind of person she naturally is, she didn’t let them get away with it.
     Initially she just wanted a functional sofa. The middle cushion sagged down so far, it looked like some silly prop from a comedy sketch. We couldn’t believe anyone would deliver something like that in the first place. Clearly no quality control whatsoever. First time around they “fixed” it and made a different kind of mess of it. Her approach was, the more unresponsive and incompetent they were, the pickier she became. One of the sofas they brought had a scrape in the back when they delivered it. If that had been the only problem with the original sofa, she would have just accepted it, but she was so angry at how they had treated her by then, she checked everything over top to bottom and told them she could’t accept a sofa with any problems whatsoever. They left with the sofa. She was polite, but made it clear that she would continue to pursue the matter until she felt personally satisfied. They tried the bit where she would have to pay extra for a different sofa and she dug in her heals and insisted they provide her with a satisfactory product at the original price. By the time it was over, she got a better quality sofa at the original price and they sold her a bedroom set at cost. She’s a pretty determined person and I guess once they realized she wasn’t going anywhere, they did what it took to smooth things over. Quite frankly, as much as I like her, she’s not a problem I would want to have either. That said, it will probably be exhausting to pursue, you need to be really persistent.
     Oh yeah, INSIST ON TALKING TO THE MANAGER DIRECTLY ON THE PHONE AND/OR IN PERSON. THEY ARE THE ONES IN A POSITION TO DO SOMETHING FOR YOU AND EMPLOYEES WILL LIKELY JUST PUT YOU OFF (rudely). ANOTHER THING MY FRIEND DID WAS TO INSIST THEY HONOR THEIR COMMITMENT TO CALL HER BACK. SHE GOT SPECIFIC TIMES AND DATES FOR THEIR RETURN CALLS ALONG WITH EXACTLY WHO WOULD BE CALLING HER BACK AND WHEN THEY DIDN’T HONOR THE RETURN CALLS (of course), SHE CALLED BACK AND INSISTED ON TALKING TO THAT PERSON UNTIL SHE GOT THEM TO TALK TO HER OR CALL HER BACK IN A VERY SHORT WHILE.
     SHE ALSO MADE A POINT OF USING REASONABLE LANGUAGE AND NOT LETTING THEM PUSH HER INTO BEHAVING IN A WAY THAT THEY COULD THEN USE AS AN EXCUSE NOT TO DEAL WITH HER. Good luck!!!!!

     ( REPLY )
148. 

     The Observer
     September 26th, 2010 - 08:30

     Despite what has been alleged by The Brick, in one reply on these pages, their customer service personnel have obtained master degrees in the art of pushing people out of shape. In other words, they are programmed to deliver a minimum of information,a certain way, and that does not include having to deal with real live frustrated and emotional human beings. If they were a serious outfit, their customer service personnel should be local and trained locally as opposed to responding from offshore, to subsequently transmit the customer complaint to local service tech who are probably paid lower than minimum wages to respond to their customer’s complaints, let alone provide a solution to the problem or attempting to remedy the defect.

     ( REPLY )
149. 

     Luke
     October 18th, 2010 - 19:57

     Ok everyone is mad at The Brick!!! Whats new.. After all these rants and raves does anyone have a number of someone say a Regional manager or Head Office complaints department. Ive been dealing with these jerks for 11 months now and need some direction

     ( REPLY )
150. 

     The Observer
     October 21st, 2010 - 07:45

     Luke,
     I suggest you look up their corporate structure, and write to the President at E-mail address
     shown. Also send your letter to the attention of the Manager of the store you are dealing with, with c.c.s to their so-called service dept. That is how we got attention from them … not that that it expidited matters, but at least we shook their buttons as well as the buttons of Current Brick Sales Rep. on September 1st, 2010, who is certainly not paid to respond to all the complaints on these pages.
     GOOD LUCK! and let us know how you make out.

     ( REPLY )
151. 

     BDT
     November 9th, 2010 - 18:15

     The Brick, Rent to Own, Aarons, and Sleep Country are all a bunch of crooks and weasels. The people that work at these places don’t even know how hated their companies are until they end up leaving. Their structure and brain washing abilities have most employees “cult like” when they are in their employ.

     Boycott The Brick , Sleep Country, Rent to Own and Aarons. Shop at Leons or an independent owner operator and avoid the lies and high prices at these rip off artists.

     ( REPLY )
152. 

     Jana Marmula
     December 15th, 2010 - 17:26

     well I am going through the same thing in Brantford Ontario I contacted head office my waranty on my leahter couch is not being honoured the manager in Brantford the Brick is extremely rude and unprofessional he woudnt let me talk kept interupting I tried to explain why my waranty should be honoured he told me to quit my yapping adreessed me without permission by my first name and when I said I shall contact head office he laughed at me and said good luck Jana I am extremely upset one by lack of honour by the Brick on their shady product two on top it I got insulted and verbally abused by the manager who I would not allow to watch my fish let alone manage a store. I have a human resource background family members do work in maanagement and adminastration fields and I have never ever came upon a more rude and unprofessional individual on top of it now they calling every day with their special the local store. It is a a form of harrasment if u ask me haha we got your waranty money etc is really a 400 dollar leather couch which i paid 150 waranty on really worthy all this to a big corparation like this it was suggested I go to the paper of the obdusman and better business bureau if a small private business tried to do this to people the be charged with fraud. Are corparations above the law in this country?

     ( REPLY )
153. 

     Marc
     December 22nd, 2010 - 23:42

     well, nice to see that I’m not the only one!!!!

     I purchase a couch set (chair, ottoman and couch)
     After only 2 months of very low usage, one of the tread ripped. That was over 3 months ago now and still waiting. I was offer a store credit for the couch only, so I would be stuck with the 2 other parts. I was than offer a refund but, don’t get all excited as I did, I got an email the day after stating that it was an error and I was just getting a store credit. I just did a complaint to the BBB of Nova Scotia, next step, samll claim court.

     More to follow

     ( REPLY )
154. 

     Ric
     January 2nd, 2011 - 02:27

     Just wondering if anyone has actually won in small claims court against The Brick.

     A few decades ago, a friend bought a camera from a store in Toronto. The camera had some problems. The store wouldn’t do anything about this, so my friend made a sign explaining the situation and stood outside the store with the sign. Within 2 hours, my friend had a refund for the camera.

     My Brick nightmare: I bought a sofa under an extended warranty. The sofa sagged by 4 inches after 2 years. A technician was sent over and then the Brick decided that the sag was “normal wear” and couldn’t do anything. However, my warranty covers manufacturing defects for 5 years. If it is “normal” for a sofa to sag after only 2 years, then the sofa is disposable. The problem is, nowhere was I informed that the sofa was disposable after 2 years.

     Never buy anything at the Brick. Disregard any comments that suggest it’s the customer’s fault for buying cheap products. We buy cheap and secure our purchase with a warranty. If products are disposable after 2 years, then the Brick should not offer a warranty for longer than 2 years.

     To repeat: DON’T BUY AT THE BRICK

     ( REPLY )
155. 

     ts
     January 10th, 2011 - 18:20

     After buying lots of appliances and furniture from The Brick we are not being treated fairly. On 2007 we bought Leather Sofa with 5 year blanket coverage, from Sales Persons Zainab M & Lena T (store located at 3025 Ridgeway Road Mississauga ON. L5L 5P8, 905-569-0677).

     At the time of purchase sales Rep. Zainab M, told us that blanket coverage will stand against all kind of accidental damages and rips. We clearly told her that we have children in house and cuts/seams/rip or other accidental damages should be covered ? she told us yes. She was asked several times to show the warranty detail document and she said it will come in mail, which never mailed to us or no one at your business office read the exclusions of 5 year blanket coverage at the time of purchase. Now after 3 years when we noticed a cut, leather scrap and seams are coming off, we called for coverage. When contacted after several attempts, Manager Jesee is saying we will not cover any of the damage to the Sofa? as no Seam ripping is covered?
     We will never buy from Brick again and warn others too.

     ( REPLY )
156. 

     ts
     January 10th, 2011 - 18:23

     What is the right way to complain to Higher authorities against The Brick, I already contacted BBB and the Brick, General Manager and President. If we all sign a petition and unite then we should go against them to lawyer and file a class action law suit. If this would have been US I can tell you many have already filed class action, if interested please contact me at tscisa@gmail.com and I will launch the website too if you guys all cooperate.
     Thanks

     ( REPLY )
157. 

     Janice
     January 10th, 2011 - 20:58

     I’m currently fighting with the Brick over an extended warranty for a TV/Home Theatre package. As I’ve read in previous comments, I purchased what I was mislead to believe was the 4 year extended warranty for the entire package. After the DVD player smoked (literally) I found out the extended warranty only covered the TV. I’ve re-read my invoice, fine print and warranty certificate over many times and nowhere is it spelled out that only the TV is covered and you guessed it after speaking with Customer Service and Customer Service supervisor they still haven’t answered the question how I could possibly know from any of the documentation that the entire package was not covered. Apparently, the sales rep should have told and sorry for my luck. This was my first purchase at the Brick and will most certainly be my last.

     After reading all these comments I don’t have much hope but would certainly be interested in a class action lawsuit or would be interested in hearing if anyone’s had success with BBB or small claims court or TV (such as Global trouble shooter). I don’t think a corporation like the Brick should be allowed to get away with such misrepresentations and downright false statements to sell their products.

     ( REPLY )
158. 

     Sarah
     January 18th, 2011 - 19:03

     Hi I too have the crapy couch’s And extended warranty which is not being honored surprise surprise anyways I am completely willin to go to small claims court or ctv in any province. I have never in my life been treated with such great disrespect from any employee let alone manager from any business my email is power_puffin_girl_15@hotmail.com plz get in contact me for any course of action now or in future!!!!

     ( REPLY )
159. 

     ts
     January 19th, 2011 - 19:00

     Please sign the petition at your earlist at:

     http://www.gopetition.com/petition/42173.html

     Also encourage all of your friends to support until we achieve our cause.

     ( REPLY )
160. 

     Kari
     January 27th, 2011 - 14:32

     Hi there,

     I’m writing regarding my experience at the Brick in Vaughan Ontario. I must admit it was almost too good to be true! Purchased my items for my new home and had it worked out for delivery. Later that week, Wednesday ( day of delivery) I receive a call stating they can’t make it so I had to confirm Thursday would work. It did! Thursday arrives- the first part of my purchase arrives and after waiting ALL day I contact the store and very nicely ask when my second piece of furniture would arrive. The woman on the line was SO RUDE, I was shocked and thought to myself wow- someone needs a personality…. I explained that I was waiting for the piece and she informed me that it wasn’t in the computer. Due to the fact that she was so rude to me, I asked to speak with a manager. Almost 17 minutes later, I was transferred to his voice mail. A message is left and I call the store back. The same rude woman tells me he is busy and I tell her she has 30 minutes to call me back. He does so with 1 minute to spare. I once again explain that I have been waiting for really two days and he says to me – sorry that this happened but can you come and pick it up yourself? I thought it was a joke. We continue to discuss the poor service and later agree for a new delivery day ( which is in 5 days) and he hangs up the phone without a good bye or thank you. I’m willing to assist anyone on here with anything to do with their matters. The Brick has no CUSTOMER SERVICE skills or care because people will always go and purchase items from them! The news MUST be spread how bad they treat people like us, people who pay their wages!

     ( REPLY )
161. 

     Brian
     February 2nd, 2011 - 22:13

     I have read numerous complaints against the Brick on this site . The brick is registered with the BBB ( Better Business ) and has an accredidation .(Currentley at a b+ ) . If you really want to complian contact the BBB with your complaint , & there are alot of them out there and it will knock there accredidation mark down with more & more complaints . You have to hit em where it counts .

     ( REPLY )
162. 

     Paula. W
     February 6th, 2011 - 07:22

     I’ve spent just about 10 thousand with the brick. Purchased extended warraties, blanket coverages and was declined and had it deemed my fault by a tech. I think it’s about time these people stop getting away with these things. I will be getting in contact with the bbb by tomorrow.

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163. 

     Charissa C
     February 20th, 2011 - 07:46

     I thinking of taking The Brick to court anyone want to Join me?
     Email me if you do charissa30@live.com I will keep you up dated.

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164. 

     BDT
     February 27th, 2011 - 08:43

     FYI Going to the Better Business Bureau is a joke, because the BBB is a joke. They are a privately owned business with no interest in better business. They are toothless and very few people ever check their ratings before a purchase.

     The best advice I can give you is to constantly and unrepentantly talk the Brick down. Every conversation you have should mention their terrible service, product, pricing etc. Make sure that every waiter or waitress that serves you knows what you think of the Brick. When you are walking down the street make sure that the people that you meet know all about The Brick.

     In addition when purchasing in the future, shop with local independent furniture, appliance, and electronics shops. Leons, Sleep Country, Best Buy, Home Depot all the big box joke chains seem to treat their customers much the same way. Money first, no service second.

     Good Luck.

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165. 

     Theresa
     March 28th, 2011 - 12:59

     A letter recently written to The Brick — THEY SUCK!

     Hello,

     In December, my hubby and I purchased the Cindy Crawford sectional “marco” in dark brown. =) We spent over $2,500.00 and purchased the extended warranty as the sales person advised that this warranty covered anything you could imagine and since the couch was one of the most expensive in store, we shouldn’t turn it down.

     We moved to our new home and got the couches delivered in January – so excited!

     Unfortunately, there was an accident with the couch and my dog decided it would be a good idea to chew the leather on several different pieces. When I say chew, he literally ate the leather off of 3 different pieces and so we couldn’t even have the leather repaired. We contacted the service department, a technician came out and said there was nothing he could do. He felt as though this wasn’t an accident (how was this done on purpose?) so we received absolutely ZERO help from the customer service staff and have been offered no options as to what we can do.

     When we purchased the warranty, we were told that it would cover ANY accidental damages. We totally understand that it isn’t The Bricks fault, but we would just appreciate some options. We are now stuck with a brand new couch that we paid over $2,000.00, protected ourselves with an extended warranty and it looks terrible. We are so upset about this!

     I don’t know who to contact but I hope you could help.

     We have always purchased furniture through The Brick, including a bed, kitchen table, mirror, carpet and several couches. Over the past 5 years we have spent close to $20,000.00 with The Brick and we can’t believe that such a large and successful company would just say “too bad” and turn off a customer that has been loyal for so long.

     I have questions and would like them answered.

     If someone could please contact me I would greatly appreciate it.

     ****** THEY HAVE DONE NOTHING!

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     • 

       amanda
       July 4th, 2011 - 21:25

       seriously, you want them to fix it becasue your dog chewed it??? Tell that to a car dealership and they will tell you to pound sand too. put a muzzel on your dog

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     • 

       WTH ARe you kidding
       October 27th, 2011 - 16:56

       Really – no really?? Your dog ate the couch and you want a new one??? Really LOL – Get your dog to replace it! LOL Some people like you just can’t take responsibility for anything.

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166. 

     Jana Marmula
     April 15th, 2011 - 20:46

     yes I placed a similar complain earlier. after numerous phone calls to the regional mananager, emails to head office in Edmonton, phone calls, etc etc. noone even had the decency to respond tomy calls. I will never ever ever shop at the brick again and yes they have lost not one but at least 20 loyal customers by treating me shabilly and ripping me off. I am sorry to see so many similar stories and no real power for the consumer. it is right donw disgusting. I do hope at some point there is someone decent with at the helm and perhaps tries to correct all these wrongs. I am not holding my breath I kind of let it go but then came back here to double check if anyone has had any success. I threw my nasty couch out got a new one and at least got this time treated like a human being where I purchased they did not offer me a deliquent fradulent warranty but they did not have because the quality and price far outshines that of the brick. I guess all we can do is to learn from this not trust a salesman and if it si too good to be true it probably is. At the end of the day with new nicer sectional in my living room I dont even mourn the loss of funds it si miniscule in the big scheme of things. However, every now and then I am appalled at the fact how many people they cheat and get away with it. I am sorry to hear off all the negativity they put out there as if people did not have enough stress in their lives. Good luck everyone and know this something better shall come along. TO THE BRICK YOU BELONG ON THE WALL OF SHAME SHAME SHAME this is not what canadian company should stand for you forcing people to buy foreign etc. and you rippig of canadians who work very hard for their money. YOU should be ashamed for the con artists you are. have a lovely day

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167. 

     mike
     April 20th, 2011 - 14:12

     thee brick has alway treat me with great respect but i guess you get what you give so maybe a small bite of descenty for other would be helpful. When I had furn issues the service i received was great and the tech replace and repaired another issue also … i then had tv repair granted i had to take the tv in as the was no one in our small town to repair it which is understandable but now the tv work better than before. Remember not everything can go exactally the way you want it.

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168. 

     micah
     April 21st, 2011 - 14:31

     For 9 years we purchased our furnitures and appliances from this store always with warranty. Recently our new furniture went wrong so we complained and ask them to take a look at it and all they say is “its not covered” ….the warranty they offer from the brick is a big scam.

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169. 

     anonymous
     May 6th, 2011 - 07:18

     i am in the middle of taking the brick to small clams court as we speak i have boughten a couch from them and it smelt like mold real bad they came and got it rite a way had to wate 3 weeks for a new one that the springs started popping out in less then 2 weeks after 10 mounts i finely got to re select a new one that is doing the same thing but i am taking them to court i think every one that has a problem should oh and i had to pick up my new couch and drop off the old one after i payed for dilvery in the first place because the store manager bonnie told me she cant go around picking up peoples garbage

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170. 

     Shirley
     May 27th, 2011 - 09:59

     Well.. from Quebec here and believe me the Brick is no better here.
     I have purchased many items over the last few years (20,000$+) and have had many problems as well. From the delivery to the garantee. The newest problem being my 18month old leather sofa that I paid close to 2000$ for is splitting between the cushions. Brick sent a technician who was very nice and did agree that it cannot be repaired but can be replaced. I was given 7 days to find a replacement. Unfortunately the sofa is no longer available. I cannot find anything at all that will fit properly into my condo and decor. If I find something more expensive I am liable to pay the difference, I understand that but there is nothing I like. Here is the good part, if I find something cheaper, say I decide to go with a fabric sofa (although its NOT what I want) and it sells for 1000$ roughly, I will NOT be credited the difference, neither in cash or store credit. I told them to replace MY sofa then, they hung up on me, not once but now 4 times. They offered me to keep the torn sofa and give me a 350$ credit HAHAHAHA and do what with that??
     I am still fighting with them! Wish me luck!

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171. 

     m martin
     May 27th, 2011 - 11:44

     I am also dealing with this right now. An agent told me they can not do anything about the defects under the 5 year guarantee. I agreed the wear and tear is not covered but there is spring wires coming out which is covered. She was completely hostile and would not recommend any other avenues. No supervisor was available, surprise. I told her that issue should have been addressed and send the technician back. She then proceeded to mock me stating they can not send a technician twice in a week. The tech came 2 weeks ago. Then it was “we cant send a tech twice in a month”. Further more, she than started mocking me saying that they can’t send a technician “every day”. I am pursuing this and will update after contacting head office.

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172. 

     Manjeet
     May 29th, 2011 - 19:43

     The Brick extended warranty is a farce…I purchased a 42″ Plasma TV from the brick 6 years ago (when they were more than $2000) and purchased the extended warranty. AFter about 3 months the TV started making intermittent strange hissing noises (as if something was being fried in oil), called to get service – tech came out – sat around for 30 minutes didn’t hear the noise and left saying nothng wrong. Called back and the second tech replaced a power unit. A few months later the TV started making a big banging noize, would shut off and restart all on its own (again very intermittent). Called tech in numerous times and each time they would sit and watch the TV, nothing happens no repair. Finally the tech took the TV to the shop and left it on the bench – but with no one watching the TV on a regular basis they didn’t see the propblem in the shop. They dropped the TV off and said there is nothing wrong. I now have a TV that is out of warranty and shuts down almost daily. The bricks response has always been that they don’t own the warranty company and they can’t do anything. We’ll there is something that I can do and that is never buy anything from the Brick again and make sure everyone that I know hears my story. I would recommend buying from the Future Shop or Best Buy – hands down they honor their extended warranties with much more integrity than the Brick.

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     • 

       Michele
       July 8th, 2011 - 11:53

       I may have a solution for you. We also purchased a 40″ TV from the Brick along with the extended warranty. Our TV kept shutting off and occassionally would even change channels. I called customer service and she asked me “Do you have satellite TV”. We do. She advised that sometimes other satellite users in the area can interfere with the signal if they are using the same transponder #. Go into your satelitee set-up and change the transponder #. It seems to have solved our problem. I am having a warranty issue with my couch however and that’s why I’m on this site looking for advise. Hope this helps.

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173. 

     Denise Reed
     June 9th, 2011 - 07:18

     Please will some one give me the head office phone number, we are fightng with The Brick as well over 2 leather arm chairs that turn out tat they are not leater at all. the frame broke on the 1 and the other is spliting on the arms and seat, they replaced tem twice but now the 3rd time theextended warrantie they say they can’t replace them causethe are not leather, i say’s on our receit FULL 5 year BLANKET COVERAGE, I will fight till mding day and they will get replaced.

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174. 

     Fahima
     July 8th, 2011 - 18:41

     Last week I went to the Brick which is on the Eglinton and Pharmacy. Let me tell you all the address of that place, so it’s 20 ashtonbee Rd. Scarborough, ON. I was there on July 6, 2011 to buy Bed set and mattress, so I bought everything on that day and finish it with cash and everything. After 3 days they deliver it to my house. First it was mattress, so what happen it was like this when I receive the Mattress it wasn’t the same as I chose it in the store, they brought for me different mattress not the same as I chose in that store The Brick. The mattress I chose it had more flowers on it and the colour around the flowers was blue, but the one they send it to me, the flowers were less that mine mattress and the colour around it was different than mine. The one the brought it it was grey colour around the flowers. I went today to the store to tell them that they send to us the wrong mattress, but they don’t believe me and they didn’t even do anything to help me. I had my mother with me and my sisters because on the day we bought that mattress they were with us. All of us saw that mattress with our eyes. The manager told us that we are wrong and we are lying to them. We didn’t even open the mattress, it’s still in those plastic bags. Can you tell me what should I do next? Also, at the end the manager told us that if we wanted to exchange it than we have to give them 250 for the charge. That is not fair because that is not our problem for the mistake that they made it. Today July 8th,2011 I am very angry at them. Not even agree with them, it’s their mistake. I doubt that The Brick company appreciates or condones this type of behavior towards their customers

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175. 

     John
     September 9th, 2011 - 23:13

     I just bought a sectional in the brick, 5 pieces. went to pick it up was told i only purcased two parts of the 5 part sectional. gotta call back tomorrow to talk to the sales rep that sold it to me to ensure everything is straightened out. Im sure they will realise that selling me half a couch was not part of the deal. hearing these horror stories im not convinced. but if he tries to convince me i agreed to purchase half a couch he better be prepared for taking a lot of shit.

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176. 

     non-buyer
     December 26th, 2011 - 20:15

     Well, I was preparing to head to the Brick tomorrow to pick up a sofa during their boxing day sale, and thought maybe I’ll do some research first. Looks like I’m damn lucky I found this site first. Guess what BRICK? All of the customers you screwed above are getting their revenge, because now you will never get my money. Thanks to all the posters here for saving me from a very costly mistake. I think I’ll order that new sofa from IKEA now, as I can at least be sure they are selling quality products. Caveat Emptor indeed!

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