The Brick Reviews 775

Sampson our sales person was very helpful He explained the product perfectly. He showed us what we wanted and explained how we could make our selection fit our space Thanks

Consumer Alert! I purchased furniture from Bricks for my brand-new home. During the delivery, the crew accidentally hit my new master bedroom window with the mattress, which caused the whole window glass to break. Unfortunately, instead of informing me, the delivery staff attempted to hide the damage by covering it with the same mattress and then obtained my signature on the delivery paperwork.

When I later discovered the broken window, I immediately contacted Bricks and provided proof that the damage was caused by the delivery team. However, my complaint was refused on the basis that I had already signed the delivery papers.

This experience has been extremely disappointing and unprofessional. I expect Bricks to take responsibility for the damage caused by their staff and provide a proper resolution.

TERRIBLE customer service! Bought 2 faux leather recliners. Within 6 months one of the chair backs upholstery started to peel off. Bought the extended warranty but after speaking with their Sr. Customer service representative this would not be covered on the warranty. Asked to speak with manager, but never heard from him. This product is garbage. The warranty is not worth wasting your money on. Will never step foot in the brick again, and hopefully others will do the same. There's many other real furniture stores to chose from. They will end up going out of business if they continue with such poor service and products.

Got a bed and mattress from brick after few days delivery delays. Could return comforter and set of sheets next day even that haven’t used it. Apparently they have 0 return policy. Read small prints on the back of the invoice. Actually you get it after the payment. Haha. Recommendation: don’t use this chain.

No accountability. Do not stand behind the products they sell. Nor does Hisense Canada take responsibility for items they manufacture and sell at The Brick. Shop elsewhere with manufacturers and retailers that actually stand behind their products. Absolute worst warranty and customer service.

I purchase a dining table set at Deerfoot Meadows location.
Order# 073151VASQ1
DreHM201Z5
Sales Person- Ahsan SiddiqiI
It was on July 31/ 25 . I live in Fort McMurray, and told your salesman I would have a friend pick up my product on August 15 th, since he was off work, had a truck and could build it for me . I am a Senior and am not capable to move your product. Your Employee
Guaranteed the set would arrive in Ft McMurray to my Sister and I numerous times. We kept reiterating.if he couldn’t we would wait and purchase in Ft McMurray. He insisted “ No Problem “ . So I assumed all was good. Well , I contacted the Brick warehouse here in Ft McMurray today , Aug 12 th / 25 and , my product will NOT ARRIVE UNTIL AUGUST 16 TH !! I phoned and chatted with your Store MANAGER- SHAYLA- , WHOM CONFIRMED THE DELIVERY DATE. .
WHY WAS I NOT INFORMED!! GOOD QUESTION !!
I have a huge network of friends, whom I reached out too . Thanks heavens , one of them knows a WONDERFUL PERSON WHOMI IS EMPLOYED BY YOU WHO WORKS IN FT MCMURRAY. I contacted her- NATASHA CARD. She looked
into my problem. Apparently, the Salesman NEVER CHECKED THE PROPER DELIVERY DATES TO FT MCMURRAY ( HE LIED TO US TO GET A SALE) FAILED TO FOLLOW UP WITH US. NO CUSTOMER SERVICE.
IF IT WAS NOT FOR “THE SHIPPING GIRLS” . WHO KNOWS WHEN I WOULD HAVE GOT MY PRODUCT ? Your Store manager offered $100 refund towards the purchase ( which I accepted) but I did ask prior for FREE DELIVERY AND INSTALLATION “ . She of course refused.
WE HOPE TO GET THE PRODUCT ON THE 19 th DEPENDING ON MY FRIENDS SCHEDULE. . I truly hope , no one else has to go through this . Your team needs to be honest, This young man Lied, did not follow through with any commitment, he only wanted commission. No regard for CUSTOMER SERVICE !! Absolutely disgusting !! I have 45 years of Retail Management experience and I expect EXCELLENT CUSTOMER SERVICE!!!
AHSAN SIDDIQI FAILED! - ME AND YOU
( REPRESENTING - THE BRICK )
PLEASE CORRECT THIS ERROR !!
Sincerely
Maureen Dreher

If I could give negative stars I would, unfortunately 1 is the lowest I can give.

In September 2022, we purchased our third replacement couch from The Brick — a nearly $6,000 sectional — along with their “Extended Warranty,” hoping it would protect our investment. Instead, it’s been nothing but a series of frustrating, disappointing, and costly experiences.

Less than a year later, the cushions sagged so badly you could feel the wooden frame when sitting, and the sectional squeaked loudly every time you moved. This couch gets very little use, yet it has failed faster than any piece of furniture we’ve ever owned.

We filed a warranty claim expecting support. Instead, we got endless runaround. The “inspection” lasted under five minutes — the technician brushed off the sagging as “normal wear” and claimed not to hear the squeak (despite us showing exactly how to replicate it). The squeaking issue wasn’t even mentioned in the report.

On December 14, 2023, we received The Brick’s official response: Claim denied. Their excuse? Cushion sagging is “normal wear” and not covered. No repair. No replacement. No real solution. Their only offer was an in-store credit of $2,808.95 — but only if we kept the defective couch, voided the rest of our warranty, and spent more money in their store. We denied this “hush money” settlement.

Fast-forward to August 2025 — nearly a year later — and we’re still dealing with the same issues, only worse. The technician’s original “solution” was to separate the couch sections to stop the squeaking, therefore declaring no repairs were needed. Now, suddenly, they claim the squeaking is repairable. We’re currently waiting for another technician to attempt a repair… though we’re not sure how anyone is going to fix creaking wood. We’ll see.

So let’s be clear:

$6,000 couch fails in under a year.

“Extended Warranty” refuses to fix or replace it.

Technician ignores obvious issues, then changes their story later.

The Brick’s “solution” is either spend more money or wait years for questionable repairs.

We have been loyal customers for over 15 years, but this is the last time we’ll shop here. The quality is poor, the warranty is riddled with exclusions and loopholes, and the customer service is dismissive and scripted.

If you value your money and sanity, do not trust The Brick’s Extended Warranty — and think twice before buying their overpriced, low-quality furniture.

The ONLY positive experience we have ever had is with our sale rep Solo (Kitchener Brick), he is absolutely amazing and goes above and beyond for his customers, I would give him 10 stars. I just wish the rest of the Brick's Customer Service matched his!

#TheBrick #WarrantyScam #NeverAgain #CustomerServiceFail

For over 10 years, I've always purchased my refrigerators with an extended warranty from The Brick.
For the first two refrigerators, the extended warranty was honored very well by the insurance company over time, and one year before the end of the warranty, the insurance company offered a free tune-up. And with the third refrigerator, The Brick changed insurance companies: King & State, perhaps to get more commissions? And that's where the problems begin. This company doesn't honor warranties and categorically refuses to accept responsibility without The Brick being aware of it. Once sold, their liability ends there. These are the same problems my friends had with King & State and The Brick.
A word of advice to buyers: Don't buy extended insurance from The Brick if it's King & State.

Very disappointed with The Brick's portrayal of the company trying to resolve the issues in public, but no, the response is that the decision not to honor the warranty stands.
It's up to the consumer to judge and stop buying from The Brick.

Reply By The Brick:
Ophelia L (The Brick)

Aug 18, 2025, 1:18 PM MDT

Hello,
We appreciate you taking the time to reach out to us and are very sorry to hear you have been disappointed with our extended warranty services. Unfortunately, the decision in this case remains as advised. We apologize for any inconvenience caused.

Thank you and take care
Customer Experience Team

Bought a dishwasher with delivery, install and removal of the old dishwasher. Was double charged for delivery which was handled very fast and efficiently HOWEVER since then, tech showed up said the dishwasher wont fit (it will we measured to make sure) and left. Since then I have been told 2 twice now that I would get a call back, first time was 48 hours second time was in the hour and its been 3 weeks now and we still have a brand new dishwasher sitting in our cafeteria at work while I have to hand wash all the dishes from our company because the Brick cant get their S**t together. this is an update to the Bricks response. I HAVE CONTACTED YOU MANY TIMES AND HAVE NOT BEEN HELPED, in fact the last email from Olivia stated sorry, you are over 30 days you have to deal with the manufacture now.

I just brought washer and dryer. the seller told me I will receive call tomorrow for time i didn't receive call today their driver call me and he said his coming in 10 mint I disconnected my old unit they came inside and pickup my old unit after they installed my new washer then after they told me they can't install my dryer . guy said the can't I told him wait.let me call costumer service he didn't wait he left. without my sine when I call costumer service they worse then the driver they also doing driver favors when I purchase i ask her installation is free she said no u have to pay I paid when I call them with this problem they told me this is basic information they do my is little different way to install that why they can do it so now you pay for other money so we can sent someone for you to install 🤔 I told him no I pay once not paying anything. when I purchase she didn't ask me how my line was otherwise I will let her know after I call agin costumer service they didn't pickup my phone I waited almost 45 mint no one pick up my phone they didn't help me with anything they sold there product so they don't care after that customer is certified with service or not worse experience ever I have so please before buying anything from the brick think 100 time I have video how they diliver they didn't put dryer on right place.i whish I could upload video so everyone can see

My recent purchase from The Brick was, without a doubt, the worst retail experience I have ever had. While the online ordering process was initially smooth and efficient, what followed was a cascade of unprofessionalism, suspected deceit, and chaotic service that has ensured I will never be a customer again.
A few days after my online purchase, I received a call from a sales representative who informed me that my new fridge, originally scheduled for a 10-day delivery, would now be delayed by four weeks. He aggressively insisted that the only solution was for me to switch to a different brand he had available for immediate delivery. When I expressed my disappointment and stated that I preferred to wait for the model I had actually purchased, his tone became irritated and he gave me an ultimatum: either switch brands, wait a month, or have my order cancelled. He promised to email me his name and the details of the alternative models, but that email never came.
Suspecting something was amiss, I called back two days later and spoke to a different employee who checked my file and confirmed there was absolutely no note of a delivery delay. The fridge was, in fact, on schedule. It seems clear the first representative was attempting to manipulate me into buying a different product, likely for his own commission, using false information and high-pressure tactics.
The day of the delivery was just as chaotic. The delivery team initially refused to bring the fridge up to my apartment, incorrectly claiming my three-story building (plus a basement) was too high for their policy. After a pointless argument, they finally agreed. To make matters worse, the fridge arrived with minor cosmetic damage to the back, and the delivery crew did not even have the basic tools required to remove the protective packaging.
From start to finish, this experience was despicable. I felt less like a valued customer and more like an inconvenience. The Brick needs to seriously re-evaluate its hiring practices and instill a code of ethics and respect in its employees. A company should not make you feel like they are doing you a favor by selling you their products. Based on this, I cannot in good conscience recommend The Brick to anyone.

Warning #1 buying a bed from The Brick!
We bought 2 adjustable full beds from the Brick. We arranged pacific date for delivery coincided with a new residence, booked, paid for and confirmed delivery from The Brick. 13 days before delivery I get a call from The Brick asking if they could deliver the beds in a couple of days, I again explain why we picked the date and told them no.

Two days later I get an email from The Brick informing one of the beds with by delivered without the mattress, that will be delivered in another 7 days from my first deliver. We went back to The Brick and our mattress has been sold to another customer from another Brick store and they won’t have the mattress for my delivery date.

Talking with the person who sold us the 2 beds and the store manager they said they would order a rush delivery for my mattress and hopefully I will get it for my original delivery date but they can’t guarantee it. I did get my other mattress on the original delivery date which I give them great credit for.

But The Brick should not be able to take someone’s confirmed purchase for another sale just because my delivery date is weeks away from the day, I purchased it. The Brick confirmed and approved my delivery date and my beds were paid in full.

Warning #2 buying a bed from The Brick!
We were advised to buy a mattress cover for the bed to ensure its warranty. I was all for that because I bought a bed in 2019 with a mattress cover from The Brick and it was still in excellent condition.

Make sure you get The Brick to show you a sample of the mattress cover before you purchase it!!!

We ordered a Stearns & Foster box spring online from the LaSalle Store. It squeaked constantly so it needed to be exchanged. After a month of arguing with the store to get the exchange we went to the store directly and spoke with a customer service rep and the manager who agreed to make the exchange.
The delivery guys showed up and refused to take back the Box Spring because it wasn’t in a sac. They called someone who told them to take the new box spring back. They would not allow me to speak with them nor give me a phone number to contact them directly. Then they said I could remove the sac from the new box spring myself and put it on the old box spring. They said that I’d do it alone because “we are just the delivery people”. They took back the new box spring. I called the store where they said I could come by the store and pick up a sac, wrap it myself and then get a date for another delivery or take $50. After this experience I gladly took the $50 and threw out the box spring.
We had order over $20 000 of Brick Products over the last 10 years (3 moves between Quebec and Ontario).
This is not customer service. The Brick has lost my business permanently.

Bought a comforter at the Moncton Brick Store. Was never told that I could not return it. At home, I didn't like the color in my bedroom and wanted to return it and buy something else. I did not used the comforter.
Today, at the store, I was told that I couldn't return it for sanitary reason, though I had not used it. I have to keep that comforter, paid over 150$, that I don't really want and need. I bought a bed frame, from the Brick, at the same time, about a week ago. Pieces were missing or damage, however the Brick gave me other replacement parts. I was told at Home Sense and Costco that if I buy a comforter and want to return it, I could. So in the future, I will shop at other stores where we get good services.Document number; 071653MSFJZ STANP229Z3

The Brick demonstrates a propensity for manipulative practices, necessitating thorough documentation.

I am writing to report an issue with an electric leather recliner purchased on November 20, 2020, from the Maloney Boul. location in Gatineau, QC. The item was received on January 19, 2021, and a five-year extended warranty, expiring on January 19, 2026, was also purchased.

The chair has required the following repairs:

* The chair arms became deformed and were repaired by Eric, an outside contractor.
* The springs in the seat bottom were replaced by Eric during a subsequent visit.
* The leather deteriorated and cracked, despite regular cleaning with the provided kit. Dominic, the owner of the company where Eric is employed and Eric's brother/brother-in-law, performed this repair.

Approximately nine months ago, I contacted The Brick regarding additional leather cracking and an increasingly uncomfortable seat. The springs appeared to protrude, resulting in a sore on my bottom. Stephan, the technician, inspected the chair and stated that the leather on the arms needed replacement. He also indicated he would attempt to have the seat cushion replaced, but expressed that The Brick rarely undertakes such replacements. I awaited the repair, as Stephan explained that procuring the leather would require time.

However, four to five months ago, I contacted The Brick, and I was informed that no repairs would be conducted due to the cost exceeding the chair's value. I have contacted the store approximately once a month, for a total of four attempts, and each time, I was informed that the store manager would contact me following a decision.

The recliner is currently unusable. Given that I remain within the warranty period, I request a replacement for my electric recliner.

Order #: 112003GCOQH
GEN LEATH STE RECL

The previous response was related to a sofa, which I do not own. I request that the seat be replaced, as the current recliner cushion is excessively uncomfortable, causing sores on my bottom from the protruding springs, rendering the chair entirely unusable. Supporting documentation, including photographs and medical records, are available.

Terrible experience with warranty on a king sized mattress that fell apart in 4 years when it was supposed to be covered under warrenty for 10. The cushion on the pillow top wore pre-maturely leaving us with a very uncomfortable garbage mattress. Customer service claimed the mattress looked unsupported in the pictures so wouldn’t honour replacing it. The mattress was on a very sturdy solid wood Restoration Hardware bed frame and has been since we purchased the mattress. We have had other mattress on this bed frame in the past and they have lasted their lifetime without any issues. The Brick just didn’t want to honour a replacement or a refund. This is not the first time I’ve purchased a mattress and it should not have broke down the way it did so prematurely. I gave them a chance to make it right but they never did.. won’t be buying anything else from the Brick as a result and will warn my friends and family to stay away from them too. UPDATE: after this review was wrote the Brick responded to contact me, (see below)and again nothing.. such a waste of time. They make it out that they will look into the issue, but never got a response after sending another email..

Poor quality, poor customer service

My senior mom brought a coffee table and when she had the box delivered she noted the table was too big for the space after she had opened up the box to view the table size. The table top was then placed back in the box. I helped her return the table 2 days after purchase, and was told by the manager that the tape was removed and they could not return end of discussion. There was no option of paying for a repackaging fee, or having someone check the contents to make sure all the pieces were there, and in good order. There were many employees sitting on the couches, playing on their phones waiting for customers to come inside. Lots of hands on deck available to be put to work to provide better customer service. Doesn't seem like the company is well managed. I did file a complaint, and received a response pointing to the policy once again explaining the Brick does not take back open boxes. Please be aware when purchasing things from the Brick. They advertise 24 months of no payments that can be appealing to younger buyers trying to furnish their apartments/ homes. I would suggest saving for the funds or going on second hand sites to make furniture purchases. You can get great deals on better made furniture. I was very disappointed in how they treated my senior mom. Please consider other furniture options.

We bought an 85 inches Samsung TV from the Bricks at their Regent store in Canada. We got it delivered on the 8th of July 2025. The delivery guys removed it from the box, removed the Styrofoam on top of the TV and said they were checking for cracks on the TV screen without plugging it in. I thought they were professionals and would know without plugging the TV in. Now l feel stipid.I was standing in front of the TV and there seemed to be no cracks on the screen. My husband noticed a small dent at the back of the TV 2 days later tried calling the sales agent but he didnt pick the call. He forgot about it until the Amazon mount that we bought was delivered and we wanted to hang it on the wall on the 12th of July. The person we got to mount immediately he lifted up the Styrofoam said this isn't normal so he refused to touch the TV and said to call The Brick. We did immediately but didn't get through since it was a Sunday the 12th of July We got back to them on the 13th of July which was a Monday and they told us we didn't report within 48 hours so we must have damaged the TV. This i48 hours return policy was not told to us or written anywhere not even online. They told us to get in touch with the manufacturer because there was nothing they could do even with the extended warranty that we bought.

We reached out to Samsung and sent them pictures. Samsung told us that the dent was an obvious impact from transit that we should get back to the Bricks. We got back to the Bricks and they rejected the claim even with the sales agent proof that we contacted him within the stipulated 48 hours. They claimed we didn't mention it in our initial report to them and that we had signed that the product was delivered in good condition. How would we have mentioned it! We were in shock!

I explained to them that the delivery guys told me to sign a blank space on his Ipad. He apparently scrolled to the last section that had the blank space. I thought that like Amazon delivery and other deluveries that l was signing that l had taken delivery of the TV not knowing that l was signing a document that says the product was delivered in good condition without any damages. This is what is being used against us now. The delivery guys apparently noticed the damage as it can only be seen from where they stood and not from the front of the TV where l stood.

My in-store experience with the retail manager at the Regent store was alarming. He told me that The Brick doesn't care about bad reviews and l told him that l feel like l am being racially profiled here and he said to me that l should make sure to write that in the review. At a point he threatened to call the police to take me out of the store. Everytime l.saw the TV where the delivery guys put it, l.had serious palpitations so we returned it to the store

The worst part is that all correspondence on this has stopped. We are now being ignored. We are being treated like dirt. I hope the small claims court can provide justice on this matter. My heart bleeds!

This is the worst experience l have ever had with any company. After my experience, tonnes of people have shared their bad experiences with the same company. I am beginning to think that what the retail manager at the Regent store said about the company not caring about bad reviews is true and it's frightening!
I do not recommend purchasing anything from the store, poor customer service, fraudulent policies and raciall profiling is the order of the day

Upon delivery one item was missing. TEG took personal time to deliver it later that day. Excellent service and integrity on his part. Very much appreciated 👏