The Brick

I ordered a couch and it was delivered with the legs missing. It's now getting to 2 months since I informed them of the missing legs and I have no idea when it's going to come. We all do understand the situation with the COVID-19 but I think the store is taking advantage of the current situation.

I wish I had asked them to return the whole couch and demand a refund to purchase another one. It would have been better this way.

What a great experience. I shopped around for about a month and no one had the bricks pricing, selection and complete service.

A fridge and stove was purchased Dec 10/15, and was not delivered until Feb 12/16. I had numerous times and each week the delivery was changed without any notification.

Each week it was one ludicrous story after another why it could be delivered. I'm actually surprised the merchandise showed up.

An awful store and management was no help either. The only people that were pleasant were the delivery guys.

The company was supposed to take the old fridge and stove and it's March 10/16 already and I haven't heard back from the manager yet.

We have an order we've been waiting on since December 10, 2015. Originally supposed to be delivered 3 weeks later and each week no one has called. Each week it gets bumped and is still getting manufactured apparently.

I went to the brick for a bed frame that I found on sale in that week's flyer.
Even tho it was close to closing time, my salesman, Kevin, gave me his complete and undivided attention. He answered my questions and was very likeable. He offered a few different extras and when I said no he was not at all pushy or insistent. No pressure.
I found the delivery fee a bit steep since I was only getting the one item, but it was worth it because I have a very 'unique' entrance to my home, I currently have no vehicle I could use to transport it myself.
I was contacted the day of my delivery in the morning as promised, and given a 3hr window for the delivery. The boys ran a little late, but when they arrived they were polite and friendly. They didn't complain about the horrible state of my driveway this winter, or that they had to park next door because you actually can't get into my driveway at the moment. They were careful, quick, and put my purchase exactly where I asked them to. All the pieces were included (there was quite a few!!) and nothing was damaged, despite the fact that the largest box was a very tight squeeze down my basement stairs.
It was my first large purchase, brand new, from any furniture store. I got exactly what I wanted, when I wanted it; I would go back to the same brick again.

Unfortunately I have to give a rating so this is a 1, but it should be lower.
We bought a diningroom set and a box spring and mattress.
We exchanged one of the chairs a number of times, trying to find one that sits flat without wobbling. Finally got one that is right.

We exchanged the mattress after a couple of weeks, it was too hard, and looking at the bill, I had ordered one that was not that hard, plush, instead of firm.
We exchanged it and it is godly uncomfortable, lumpy, the filling shifts and I can't sleep a full nite's sleep on it. I can't exchange it again, they only allow one exchange.

We're going to see if we can find a comfortable mattress for a reasonable price, from a reputable dealer. I would never, ever buy anything from the Brick. Garbage.

We spent well over $3000 on a leather sectional sofa set and have had to have the Brick repair people out to restuff 2 of the 4 cushions twice now. Still the cushions are sagging and now the other 2 are sinking DEEPLY.

We called to have a technician come out to look at our newest set of problems with this sofa set (our 3rd or 4th time having him out now) and now we've been told that the deep sinking is within "normal limits" given the fact that the set is now over 1 year old. Excuse me? The one seat in question has been sat on perhaps a total of 20 times since we've owned the set...only by company. How can it possibly be sinking so deeply. Clearly, this furniture was NOT built to last!!!

NEVER again will The Brick get our money. If a deal looks too good to be true......it probably IS!!! Lesson learned!!!

This company practices bait and switch / fraud.
I have submitted a formal complaint to the Government of Canada Competition Bureau regarding their practice.
The Brick advertised a VIP event with 15% off of items excluding "discounted", "clearance", and "promoted offers"
Their website lists a product for $999 in the overview web page, and the details web page for the item, and in the cart when you attempt to buy it. There is no mention of this item being "discounted", "clearance", or "promoted". I phone the store and a sales rep says he will sell me the item for $849. I go into the store to buy it and the manager says the item is already discounted from $1169 so the VIP pricing does not apply. I explain that it is not listed as discounted on the web site, nor on the in-store ticket price. I ask him to pull up the web page to show him. He refuses to display the web page and instead shows me the confidential in-house purchasing system price on his computer, a price that is not advertised. The refused to honour the $849 price as promised.

They baited me to get me into the store, then when I was in there they switched the claim about the price. Disgusting.

A few years ago I had a unsatisfactory experience at the Brick in London (promised delivery date was not met or even acknowledged). As ultimately I liked the bed I bought I decided to give it another try here in Kitchener. I bought a rattan set, a dining room table, 8 chairs and 3 barstools. Grand total was around 4,000 and it all had to be assembled.

The results? The dining room table legs had scuff marks and the butterfly leaf left a decidedly noticable gap. 2 chairs were missing hardware, 1 barstool was warped and would not fit the screws and the rattan set was unraveling on the underside. (3 out of 4 pieces). I called to have everything but the rattan set replaced (I decided I could just glue it and save myself the trouble of reassembling the new one) - it took another week to arrange that but they did come. The table was not in stock so it was another month to replace that. On the day of delivery no one showed up. After rescheduling it, I discovered they also expected you to unassemble the peiced for pickup and became rather annoyed when you didnt comply.

Bottom Line: You have to choose at least 1 star but even that is generous. I will never buy anything from the Brick again. At the same time I also bought a couch from Leons - no problems whatsoever (although to be fair there was no assemble required)