The Brick Reviews 775

The extended warranty that is provided by the brick is literally horrible. They give the run around for fixing your appliance and the customer service is terrible. There is a lack of respect and responsibility. Not one person has an answer for the customer concern and the effort is lackadaisical. I would never recommend this service. I have been out of a washer for a month and there has been no accountability on King and State warranty service.

Hi let me say that i bought a brand new wash machine from the brick and 13 days later still now wash machine. It has a defected pump and this manager in the cornwall store needs to be removed. He never wants to help at all. Beware if you buy here there is no customer support. Not the first time we delt with this guy. i will never buy here again Fire this manager

Property Damage and Delivery of Incorrect Goods
​Nature of Dispute:
This complaint concerns a failure to provide the correct product, physical damage to new property caused by installers, and a subsequent failure to provide a reasonable resolution or maintain professional communication.
​Statement of Facts:
On January 8, 2026, I received an installation service for a Samsung Bespoke washer–dryer combo pedestal. The installers arrived with the incorrect pedestal model. Despite being informed of the error, the installers insisted the model was compatible and proceeded with the installation. This resulted in visible cosmetic damage to the brand-new appliance.
​On January 9, 2026, I submitted a formal report to The Brick including photographic evidence. Over the following five weeks, my attempts to resolve this were met with significant delays and a lack of follow-through. On February 14, 2026, I was offered a settlement of $150. I declined this offer as it is insufficient to cover the depreciation of the damaged appliance, the cost of the correct product, or the inconvenience caused by the company's negligence.
​Current Status:
​Product: The incorrect pedestal remains in my home; the correct model is reportedly on backorder with no ETA provided.
​Damage: The washer–dryer unit remains damaged.
​Communication: The business has failed to provide a timeline for repair or replacement despite multiple inquiries.
​Desired Resolution:
To resolve this matter, I require the following:
​Repair or Replacement: A certified technician to repair the cosmetic damage to the appliance or a full replacement of the unit.
​Product Correction: Immediate delivery and professional installation of the correct Samsung Bespoke pedestal.
​Fair Compensation: A revised compensation offer that reflects the loss of value to the appliance and the documented service failures.
​Communication: A written commitment to a firm resolution timeline within five business days

I purchased some pieces of furniture via online order for my office which were delivered Friday. I went in to the space on Saturday to view my purchases. The coffee table I ordered was too big for the space so I tried to return it. It was not opened or taken out of the boxes (the installer/delivery people wouldn’t put it together since they would have had to return to their truck to get their drill and their deliveries were behind). Today I called the store and learned that they do not have a return policy!! What????? Why would I ever buy anything again from a store that doesn’t take returns? The Brick has lost a long-time customer.

spent $2500 on a sectional 8 months ago and its ready for the dumpster. Fabric pilling is ridiculous cushions are
soft . quality is rubbish .
wont be back

I purchased an item at the Brick. The product was delivered with a defect. A service team came a month later to see if it could be repaired. Unfortunately it couldn’t. The store( the Brick) told me I need to contact the company myself as they can’t help me. Won’t be buying anything else from the Brick. No after sales service

I bought a Serta icomfort Queen mattress after a poor experience with a Sealy Queen mattress. I was assured the Serta i. comfort was a superior product with a 10 year warranty. The mattress started to sag in the middle after about 8 years and got worse over the last 12 months. I submitted a claim to the Kirkland store for a replacement in December 2025. The claim was refused , saying the warranty had expired. The warranty is still valid and proof of purchase shows 1 year left from the date of the claim.Phone calls went unanswered and follow up emails repeated the same story, warranty refused, expired warranty. I would appreciate that my claim be escalated to the manufacturer so that it can be resolved in a professional manner. Thank you.

At the time of purchase, the salesperson clearly informed us that the recliner could be charged and would hold its charge for several hours without needing to remain plugged in. This feature was a significant factor in our decision to purchase this particular model.

However, upon receiving the product, we discovered that it did not include a charger. Furthermore, the recliner must remain plugged in at all times in order to function, which directly contradicts what was explained to us in the store.

When we contacted the store to address this issue, we were told that we would be given a $130 discount, but that we would also need to pay an additional $130 to purchase the charger separately. We do not find this resolution acceptable. The need for a charger—and the fact that it was not included—stems from incorrect information provided by your salesperson.

As customers, we believe it is reasonable to expect accurate product information at the time of purchase. We respectfully requested that the charger be provided to us at no additional cost as a matter of good customer service and in acknowledgment of the misinformation we received.
Our request was declined. Very unreasonable customer service.

As usual, the food is always spectacular. Today the best chicken sandwich I have ever had.
The service is always served with a smile.
The Brick is new to the neighborhood, but a welcome new restaurant.

I wouldn't give the Brick one nickel of your money due to one fact. They spam the heck out of your email address.
There's no way to unsubscribe [even though it looks like you can].
Here's what happens
Click on the link in the email and it takes you to a broken web page that supposedly is for unsubscribing. It says Oh looking to unsubscribe? Click here BUT it actually takes you to a page to sign up for spam NOT TO UNSUBSCRIBE!!!!
This is one of the most UNETHICAL DECEITFUL things being done by a Canadian company.
I intend to keep sending all of the unwanted emails coming to me to the Canadian government department for prosecution under Canadian anti spam laws!

All the Brick has to do is FIX THEIR WEBSITE PERMANENTLY and I'll come back in six months and update this review.

To the Brick: Do you not understand the English language? Fix your DARNED WEBSITE! It's very clear what's going on!
You don't need anything from me or anyone else to fix your SPAM PROBLEMS!!!
I guess that I'll be sending every single email that the Brick sends to me for prosecution under Canadian anti spam laws. Game on.

My lovely Sealy mattress arrived and is on the bed. I can't believe how smoothly everything went, with the help of a very informed sales rep., Steven, and very helpful customer service. They delivered the mattress in two days, right on time, and the mattress is perfect. I give the Brick a 5 star rating!!!

I ordered a mattress for my daughter online on Wednesday and was told it would be delivered Friday. I received one email I asked them about my order and they say they need some information. So I give them all my information, name, address, phone number, what I ordered, and what card I used. Ten minutes later they email me and tell me that my order was cancelled. At that point I'm confused because they had taken the money out of my account for the order on the day I ordered it. Then I call the customer service number like 20 times and it just goes to an answering machine. So I'm speak to them through chat and they say I've been flagged and won't tell me why. I'm freaking out because all I wanted to do was buy a mattress and gave them my money to do it. Then they say they are refunding my money. I don't know why I was flagged. I've never been in trouble and have never been involved in anything fraudulent in my life. I don't even have a credit card, I pay cash for everything or I just do without. I just wanted a mattress, I never thought it was going to be such an issue. Now I have to wait to get the money back to order a mattress from a company that actually wants my money. I've never seen a company refuse my money for something a was buying before. It was the strangest experience of my life. I could see if I was paying by credit card by I was using Visa debit. I use my card to order online all the time, never had a problem. I have purchased from Brick before, instore and never had a problem. But after this I will never shop there again.

I purchased a “Made in Canada” sectional couch from The Brick, and within the first couple of months the material began pulling. That’s where the nightmare started.
Trying to open a support ticket was painful, and The Brick refused to work with the external party we were dealing with. After weeks of chasing them, we finally got a call saying that replacement parts were coming from overseas — which makes no sense for a couch that’s supposedly made in Canada.
Months later, a technician finally showed up with no name, no paperwork, and after looking at the couch said there was nothing he could do and that The Brick should replace it. When we contacted The Brick, their notes didn’t mention any of this.
We opened another ticket for additional fabric pulls. They simply snipped the threads and again said nothing could be done.
The Burlington location was awful to deal with — zero accountability or willingness to help. We even tried contacting Head Office in Alberta by email and phone multiple times. No response. Not even once.
Eventually, out of sheer frustration, I went to the store and demanded to speak with a manager. At first, she wasn’t going to do anything either… until she realized the exact couch material had been discontinued (likely because of all the issues). Only then did she offer 70% off a new couch — but the newer models were way more expensive, and they tried to add a $500 warranty on top.
Completely unacceptable.
We ended up having to buy a clearance couch instead — no delivery included, so we paid out of pocket to rent a U‑Haul and pick it up ourselves.
While we were in the store, four other customers were also complaining about their products and the customer service. One woman even said we should bring this to the news.
After everything we went through, I absolutely agree.
If you’re considering buying from The Brick…
❗️BEWARE.
❗️I would never recommend them.
❗️I will never purchase anything from them again.

have purchased three bedroom sets from The Brick since 2023, all covered under a 5-year warranty. These sets are only about 2.5 years old, and I am extremely disappointed with how the warranty process has been handled.

One bed frame broke, and another set has drawer issues. I contacted warranty, and to their credit, they came out quickly in September. I was told parts were ordered and it would take about 90 days.

Almost a month later, I received a call stating that the bed I own has been discontinued, and instead of replacing it, they offered me $117 for the bed. I questioned how a company can sell a warranty on a product they can’t properly replace or honor.

Since then, I have called numerous times asking to speak with a manager, and oddly, there is never a manager available. I was told today that Raya would call me back — still no call.

I also followed up on my son’s dresser parts, which are well over the 90-day timeline. I was told the parts actually arrived on January 14, meaning they’ve had them for two weeks with no call or follow-up. When I pointed this out, I explained calmly why I’m frustrated — because this entire process has been one delay after another.

I purchased full warranty coverage for peace of mind, and instead I’ve had to chase updates, wait months, and get inconsistent information. I bought complete bedroom sets for my children — not individual pieces, and I expect the warranty I paid for to be honored properly.

At this point, the lack of communication and accountability is unacceptable.

$4k of custom appliances ordered on Novmeber fourth to be delivered in the middle of january, no end of january, no end of december no February 12.. Excuses excuses and excuses. The kitchen build has been done for a month and i have no stinking appliances.

I asked if i can return it if they dont show up on February 12th, i was told my only option is to keep waiting

Had a great experience because Agnes Zagorska was so personable and helpful. She is a great sales woman.

For some reason my Visa was charged over 1300 dollars but I use an Infinity card to purchase. I called my bank to make aware and was told to contact them directly first. Well here we are Jan 29th and yup no response. Called local brick in Pembroke On and it was like talking to a meth head. Wouldn't recommend the store at all

I bought a cuddle chair. Sales consultant Vilolet was very helpful. Store #997498 New Liskeard, Ont. P0J1P0
It's great quality my granddaughter just luvs it. Nice clean store Ken ordered it only took a week was very happy.

Very bad service i bought a washing machine 3 months ago and have already called 2 times for the same issue
all i get we apologize and nothing is done
never seen such a bad experience in my life
never again do i buy anything from you

I purchased a mattress from The Brick in Vaughan for my 15-year-old son. The salesperson assured me it would be perfect for him. Within a few months, the mattress collapsed in the middle to the point where my son could no longer sleep on it.

I took photos and filed a complaint as instructed. I was told someone would contact me — no one did. I had to return to the store six separate times before they finally sent someone to inspect the mattress.

Despite clear evidence of a defect, The Brick refused to exchange the mattress for a different one. Instead, I was forced to buy a completely new mattress.

This was a frustrating, time-consuming experience with very poor customer service and no accountability for selling a defective product. I will not be going back anytime soon.