The Brick Reviews 775

Michael J. Walsh CEO LFL Group - Parent Company of The Brick, Darci Walker President of The Brick, Constantine Pefanis, Chief Financial Officer - The Brick parent Company, Leon's Furniture Limited, Jonathan Ross
LodeRock Advisors - The Brick parent Company, Leon's Investor Relations need to know and be held accountable for the bad service, deceptive sales and marketing at the Brick. The worst experience, and after reading online this is the norm.

My experience with The Brick and their warranty provider Kings & State has been frustrating and incredibly disappointing.

I purchased a $200 vacuum in 2023 from The Brick with an extended warranty from Kings & State. The warranty was marketed as full protection — “repair or replacement, no hassle.” But when the vacuum failed, that promise fell apart.

Here’s what I was told:

My vacuum model is discontinued.

No equivalent model in the same price range is available.

I must pay an extra $250–$300 for a new vacuum costing $400–$500.

A cheaper (downgraded) option is backordered for 3–4 months.

The warranty credit:
• Can only be used on select vacuums
• Can’t be used for other products
• Expires within days, leaving you with nothing.

This is not warranty service — it’s a bait-and-switch strategy. They lure customers into buying warranties, then deny meaningful coverage and push them into repurchasing at inflated prices. It’s coercive, restrictive, and totally unethical.This is not protection, it’s a tactic to push customers into spending more money under pressure. Their warranty is full of hidden conditions that are never disclosed at the time of sale.

Kings & State is enabling a scheme that looks like warranty coverage but acts as a discount coupon with a short fuse and strings attached.

Consumers deserve honest protection — not to be manipulated into paying more after a product fails. Avoid Kings & State warranties. Their practices are unethical and completely against the spirit of customer care.

I’ve filed formal complaints as these tactics must be investigated.

Avoid extended warranties from The Brick and Kings & State. You’re not buying peace of mind — you’re buying a trap.

Its almost 10 days i emailed you back with the details and not received any response yet. even after multiple follow ups.. what are you guys pondering upon for days just for $200 value product? Horrible customer service

In complete shock. My review would not even begin to reflect my experience. Manager refusing to intervene after warranty company says that they don't have record of my warranty ($6000 worth of appliances) . Warranty was never registered. Was treated like a criminal by The Brick staff and manager and it took my own interventions with the warranty company to settle the issue. Took all morning. No more The Brick ever.

We bought a Serta mattress from Brick and I am sure the salesman said we could return it if unhappy. Within a week it’s too soft and gives me back pain. There was no way I add the return in the invoice or any contract as they gave us the invoice after the payment but I am sure the salesman said we could return and get our money back. Now they say only exchange and so must pay 3 deliveries back and forth!!! I had the same experience with IKEA and not only they gave the money back they even waved the pickup cost. That is why companies like Brick will go bankrupt. Absolutely no care about customer’s satisfaction

Absolutely disgraceful customer service — stay far away from The Brick.

We were sold a fridge and appliance set specifically based on dimensions we brought into the store. The salesperson assured us it would fit — it doesn’t. The fridge is way too deep and sticks out awkwardly from our cabinetry.

We called within 2 hours of delivery to exchange it, and the delivery guy even said this happens often and returns are no problem — just call the store. What a lie.

The store manager flat-out refused a return, refund, or even an exchange, claiming there are “no returns on anything out of the box.” First of all — it’s a fridge. There was no “box.” The delivery team wheeled it in place and said themselves it’s to big!

So much for their “Satisfaction Guaranteed” policy — it’s apparently meaningless unless your appliance is still sealed in shrink wrap and sitting on your front lawn.

Avoid The Brick at all costs. They’ll smile while taking your money, then leave you stuck with a product that doesn’t fit and no help in sight. We’re out thousands because of dishonest sales tactics and garbage after-sales service. Never again.

Update

Thanks to The Brick for your generic response — but let’s be honest: it’s just for show.

I emailed the very reviews email address cited the same day I posted this review, and unsurprisingly, no one responded. So let’s not pretend this is a sincere attempt to resolve the issue. It’s clearly a tactic to make it appear like The Brick is responsive, when in fact, no real follow-up happens behind the scenes.

The issue remains: we were misled in-store about appliance dimensions, sold a fridge that doesn’t fit, and denied any sort of resolution within hours of delivery — even though your own delivery team acknowledged the issue and said returns would be no problem.

Your “Satisfaction Guaranteed” policy meant absolutely nothing in practice.

Until someone from The Brick actually steps up and addresses the situation, I stand by every word of my original review — and would caution others to avoid the same costly mistake.

Poor quality .cheap service after buying . 2 Chairs arrived broke. We have to pay 70$ for repair after ~ 5 weeks from the purshase date. ( supposed to be guarantee for one year).

canapé uncomfortable. I don’t recommend

I had a very frustrating experience at The Brick Burlington. When we purchased our washer and dryer, we were explicitly told that if we also bought the hose and vent kit, installation would be included. Based on this promise, we made the purchase.

However, on the day of delivery, the team refused to install the appliances, citing specific policies that were never mentioned to us beforehand. This is not just a case of miscommunication — it’s a failure to uphold a clear promise made at the point of sale. If you guarantee something to a customer, you should honor that commitment.

To make matters worse, I had to chase down customer service afterward, only to be met with rudeness and interruptions. The representatives I spoke with were dismissive, unhelpful, and showed no interest in resolving the issue.

This experience was deeply disappointing. I would not recommend shopping at this location due to the lack of honesty, follow-through, and basic customer support

Stay away from the Brick. Especially the 99st location in Edmonton. They do not care about customer satisfaction at all. Super rude and in not accommodating. Bought a washing machine and they refused to take the old one away even though it’s a free service. Ordered online and apparently the button to take the old one away unclicked somehow. Shotty coding on website. Shottier service.

I feel so betrayed by Brick!!! I am not a fan of extended warranty, and I was tricked by Mr. Moe to buy it twice. He persuaded me how great warranty Brick has. l can use my money ( after expiring)for 90 days to buy whatever in the store. He even handwritten on my bill the info when I can start the spending and use it for 90 days.When I came last year to use my $230.00 I was told the purchase needed to be at least $400.00. Mr. Moe just "forgot" to mention this detail. Then - stupid me - I spent another $170.00 and bought the stuff I didn't use till now. This year I was smarter, or wanted to be. I need the freezer. I do have $300.00 warranty now, I will add another $100.00. Finally a good deal!!! But another TRICK from BRICK!!! I can not use the warranty for electronics and appliances! Mr. Moe "forgot" to mentioned another detail. When he sensed my disappointment, he offered he will do it. And we started communicate. Once he was busy, then he was on vacation, then he wasn't in the store yet.... Then finally in June 7 he wrote: I am doing it today yesterday was so busy. Shortly after this text he sent another one: It was EID. I have no idea was EID means. I have asked him, but he didn't responded till today. Is this how the BRICK is treating -tricking their valued customers?????

Do not buy warranty. They cheat you and charge extra. When time come to warranty reimbursement they do not do nothing. Do not get caught for extra charges. The visit to inspect the damage to what you bought they cahrged back the money you paid for warranty. Nothing you will get back. Do not pay extra for warranty.

Final Update: received a call saying love seat would be in stock shortly and was delivered June 25. Replacement works well and am satisfied how promptly this issue was resolved. Am pleased on how quickly everything happened once I emailed the proper team

Update: June 20, replied back to the Brick as they stated below. They handled the issue promptly after it was addressed by management and to a satisfactory resolution at this time. Wish there had been an easier way to accomplish this but they pulled through. When everything is completed (expected End of July), I will update this post

Original Post: Sorry there is no negative 5 !! Promised delivery in 3 months, Waited almost 4 months for delivery. Sent it back for warranty after a month, said 5-10 working days, ended up being 13 days. No communication, had to call 3 times to see the status, got the royal shuffle time after time. Finally get it delivered but they lost the power cord. Called the store and they said we could stop by and pick one up- seriously?? We said they could deliver - nope. Power recliners don’t work without power, but they don’t care. Went into the store and they couldn’t find the cord …..
Now a week later it is the same issue. Once upon a time the Brick was very good- not anymore

We have been dealing with The Brick for years and have had nothing but good experience with them. They let you know when the furniture arrive and the assembly of our sofa bed was done right. The sales staff is always very helpful.

Dishonest delivery guys. They ended up putting a hole in our wall after the delivery and missing items on the mattress we ordered. I texted and sent them a picture but they don't seem to care. I reached through sales manager at the The Brick Northside Red Deer but it took them a long time to get back after the incident. I will never ever purchase any product nor recommend this place to my friends.

If I could give "0" stars I would!

May 17th went to the Brick United Blvd Coquitlam. Julie the sales rep was the most dishonest person I have ever dealt with.
She was so sweet and nice while buying the sectional but also a liar and deceiver to us.
We were told if we took out the Brick credit card we would get "additional" discount. That discount came to $800. We were told that we had to use the discount amount of $800 that day or lose it. LIE!! We were also told that we had to pick out merchandise that was in stock. We couldn't order anything that wasn't in stock. LIE!!!! After 5 hours in the store I was beyond frustrated and ready to walk out, (I really wish I had)!! I was basically forced to take a coffee table that I didn't want or need, two pillows that I didn't want or need that all together totaled $1000. credit. Seems like a bargain right? LOL well no it wasn't. I wanted a coffee table that was valued at $1100, was told I couldn't have that with the credit because it was an international table and not valid towards credits. WTH?? ANYWAYS, 2 days later I get a call from Julie the sales rep saying that she had "found extra money" and is sending me a 5X7 rug. Why? I don't want the rug , don't need the rug and maybe I should be able to pick one out if I do want it? But then again why would Julie let me do that when she wouldn't let me order merchandise I wanted.
I was a bit suspicious about where she got the extra money from so I checked my receipt and I had been overcharged for the sectional. (One of the pieces was much more than the other 3 pieces of the same) I called customer service, explained everything, they contacted Julie, and she DENIED everything I said. She said she didn't say I had to spend my credit on the same day as the sale, she said I didn't need to order merchandise that was in stock. I was furious, that she could honestly lie like that! Customer service said that she said that she had no idea what I was talking about, she said no such thing.
I have cancelled my entire purchase, and was able to return the coffee table and the pillows thankfully to an amazing customer service rep. named Brittany at United Blvd. store.
Never again will I shop at Brick if this is who they allow to work for them, reps that deceive customers so they can get a higher commission is total BS!
We have shopped at a non chain store, lifetime warranty on frame and springs, 3 year warranty included and spent much less for much higher quality custom made in Canada furniture.

I am extremely disappointed with The Brick's Sofa Lab order fulfilment. When I placed the order on the 5th of April, I did so with the expectation that the Brick would honor the delivery timeline provided at checkout. My furniture order was supposed to arrive on the 18th of May and then changed to the first week of June. Now, we do not have a date when the furniture will arrive. It’s about two months since the order was placed and excuses and promises have been frustrating.

Unless you enjoy waiting indefinitely for your furniture, I strongly advise against placing orders in the Brick's Sofa Lab. Their unreliable delivery timeline makes it one to avoid. I will take my business elsewhere in the future.

I bought a Beautyrest GL6 mattress in 2022. Attempted to exchange it on warranty in 2023 due to this emerging issue - a loss of integrityin the center of mattress but was denied.
Living with the center dip from 22', and, now that there are two people sleeping on the mattress it has gotten much worse.
Nothing like waking up squished together in a bowl to say I love you.
I recently attempted to make another warranty claim with The Brick and manufacturer. The manufacturer pushed me on to The Brick stating they were to deal with it.

A major issue is that the pillow top of the mattress masks the dip in the center. The reiterated requirement is for the deficiency to show with no weight on it. I provided photos of using a small weight on the left, center, and right of the mattress that clearly identifies a center dip of 2" from the small amount of weight. The response was that they need there to be no weight on the mattress. If that is the case, how am I able to show the faulty mattress.
Me: 6'2, 185lbs

Update: June 6, 2025
A response from The Brick confirmed my speculation. The lifetime warranty is only there to support the major corporations, not the consumer.
They are not willing to send someone out to test the mattress to veiw the deficiency first hand.

For this reason I do not recommend buying Beautyrest from The Brick or anywhere for that matter.
~ M

Bought and paid for a couch on April 23. They said they would deliver it in two weeks. It will be one month in a few days and no way to contact them. Not happy with the customer service at all. They have had pur money for a month, but we have no couch and no idea when it will get here!

Where to start I was just at the brick north location and I’ve been trying to deal with Ronda there regarding a admin fee charged twice on our account previously and it’s been nothing but disrespectful disgusting behaviour coming from here I went there a week ago to check on warranty for my tv and I notice 2 admin charges on the same invoice and brought it up to there attention I was forwarded to Rhonda and right from the beginning she was being inappropriate because our 1st in counter a week ago I heard her speaking with another co worker saying ‘why is this being mentioned now’ in a rude tone and I didn’t say anything, but I think that’s any of your business and then when she started talking to me, I felt Like she was trying to do everything Possible from refunding that admin fee, which is Around 200 Dollars like being very defensive and in my opinion was trying so bad not to refund me she started looking at other invoices and saw a refund from a completely different invoice and automatically assumed that admin fee was part of a $460 refund from a completely different invoice and even different amount and now she saying that if 2 cards where use for payment unbelievable so I let it be for now, she said she’s gonna look into it and call me back A week goes by nothing so I had to go to the brick again To see what was going on And it looked like she just started working on it today I was not happy while I was at her desk speaking to her and she’s looking into it she told me to go Wait elsewhere, which I think was inappropriate because I’ve always waited by the desk of other sales people And I’ve never had anyone tell me to go wait somewhere else while their Helping me with something so I did I was looking for a couch so I went to look around for a bit And I can see Rhonda talking To the girl next to her, you can obviously tell it was about me cause as I walked away I looked back and I can see both girls are trying to look at me while being deceptive and talking to each other, so it was pretty obvious that she was talking very bad about me in someway to Her coworker yeah I can tell Ronda is one of those rude disrespectful Employee and just rubbed me the wrong way She made me feel very unwelcome there again for the second time and I’ve never had a problem with anybody else there but her she definitely shouldn’t be working at a place where customer service should be a top priority. very inappropriate unprofessional disgusting behaviour and person towards me from her. And I think Management plays A big part of this cause I’ve Noticed they don’t do any disciplinary actions towards senior Staff and or don’t care so I just had to let people know on A sidenote, a sales person by the name, Dale D Was Helpful in finding me a couch thank you, Dale

I ordered sofa, chair, end table and matching coffee table in March. Coffee table would be delayed until end of May. Spoke with the manager of the St Catharines Store, Sherry. She states it might be delivered mid June but no promises, and no confirmed date in Jun, no discount and I can't return the matching end table to choose another set. They will not let me have the floor model. This will be my last time purchasing from the Brick.

She stated it is out of the Brick's control.