The Brick

At The Brick 565 West Hunt Club Rd, Nepean, ON I had a great experience due to salesperson Brandon who on November 12, 2021 has assisted with the floor models options, was available any time and until the purchase was finalized but went extra miles to ensure that delivery will be scheduled and to confirm it with me. For a store where communications over the phone are a serious problem he managed to mitigate and solve that issue by acting to the highest expectations of a client. Congratulations to Brandon for carrying the sales in such a way and showing initiative and a deep client orientation. He made a great difference. I received the item purchased today, exactly as per the programming made by Brandon and all went very smooth. I thanked him personally for his assistance and service. The Brick should be proud to have such salespersons on the floor: carry the sale and ensure the client will be back to that store again.

Helpful Management and staff

I was very impressed with the service I received at The Brick on Hunt Club in Ottawa. Edson and Siva helped
me pick out the right sofa set and made everything very easy. Thank you so much

565 West Hunt Club Rd
Nepean. brick
I bought and picked up stuff at Brick today.
I closed the door without giving the goods quickly.
Pickup warehouse staff training is poor
The naughty female employee who ridicules and scoffs at customers
I have another chance to pick up again and then
I will destroy the brick furniture I bought on the spot.
how well you speak english
Low-level customer service. Poor manners staff training
Please do customer service straight away.
The female employee in charge apologizes politely

Garth G from customer services was very helpful and friendly. I'm not great with the on line stuff he walked me through it. While placing my order my phone was slow so was had a nice chat about how things have changed since computers arrived, and the first time we seen a TV. A very nice gentleman. Thank you again.

When someone needs something fixed and you are unable to fix it. Replace or refund ughh!!! Why bother paying for a warranty.

I purchased a tv stand for my son and daughter-in-law for Christmas. It was to be delivered today, it was confirmed with my son yesterday for delivery between 1215 and 315. When it didn't show up I called the store. The first person I spoke to told me the confirmation was that it would arrive at the store today. No why would they call to advise him of that when they cleared said delivery would take place. I have an invoice that says delivery would be today. Very disappointed in the service. It cost me $90 to have this delivered. Not impressed.

excellent sales person

I Purchased 6 Dining Chairs Tuxedo brand in Sep 2017 and were promised delivery on 3rd October 2017. Wen I went to pick up the chairs on the 5th or so, I was informed by a very sweet CS agent by the name of Ms Harjeet Kaur that the chairs will now be delivered to them on the 6th of November by the suppklier. Naturally I was infuriated since I had paid for the chairs upfront and wanted to cancel my order since there was no reason to delay them. She took up my complaint and the case to her Manager instantly and very professionally handled me (in that anger mode). She also explained to me the great quality of the chairs that I was buying and assured me that Brick will look after me to make sure that I am put to no more inconvenience. There was another gentleman next to me who had the same complaint and was almost not paid heed to by another agent who handled him. However, Harjeet handled my case professionally as well as followed up the supply of my chairs right till the end, I e today when I picked up the beautiful chairs finally. It is due to polite and understanding Sales people like Harjeet that I understood their problem and Brick did not lose me as a customer. Keep up the great work Harjeet. Well done.

Purchased a Samsung front loading washing machine from The Brick on Hunt Club Nov 2014. Got the extended, in home, 5 year warranty. Cost about 30% of the price of the washer. Thought it was expensive, but this is replacing a Maytag front load piece of garbage that only lasted 2 years before the tub failed. Would have cost $600 to have it fixed. Back to the warranty, called the Brick appliance repair and they gave me a ticket # and said Regional Factory Services is contracted to handle this and they would contact me. No dates given. I decided not to wait, so looked up their phone # and called them. They said it would be a week before a service rep could come out and look at the washer. Apparently all their service reps were fully booked (guess appliances these days are garbage and need to be fixed regularly). Depending on what the service rep finds, we could be waiting at least another 2 weeks (because that is how often they service our area of the city, yes we are in the City of Ottawa), or it could be longer (if they have to get approval from the warranty company to do a major service or replace the unit). Still waiting for the initial visit. What ever happened to customer service? If it's a busy period, can't the reps work a bit of overtime? Or hire more people if you are that busy. Next time I'll buy from a store that only sells appliances. They seem to have better service from the reviews I've seen.

I purchase a extended warranty to my washer, dryer, fridge, stove, dishwasher and my dining room set. I bought the warranty each of the appliance which cost me $600. Sales representative said if we dont use the warranty we can get a store credit after 5 years. I went to claim it because i have not use any of my warranty at least i can get a store credit they said it expires coz after 5 years u only have 90 days to claim it. This is fraud, so i recommend not to go to this store and do not buy extended warranty useless, if u have a protection plan to enbridge or reliance its better coz it covered the appliances in case it broke down.

We purchased a GE Profil refrigerator on August 2015 with the extended warranty on October 13 2016 our refrigerator stopped working we called their repair shop in which they told us they would send the work order in and we would be contacted the next day we waited for the phone call no call came we called them again and again we're told they would send the work order in and would call us they even went as far as giving us the direct number to the company we called the repair company they had no idea what we were talking about as they had not received a work order we we were once again told they would look into it and call us as you can guess no call so we called again and again told they sent work order and they would check and see what happened and would give us a call no.again no call so we called again and again told don't worry I will send work order in and they will contact you to set up appointment guess what no one bothered to call we had to call again today which is October 18 we have been trying since October 13 to fix our fridge we are not holding our breath if the brick is not going to honour their warranties why do they sell them we were going to buy a rove as well as furniture for our living room and family room but not from the brick they lost our business as well as the business from our friends and family

No one should think dealing with the brick. My experience with the brick obliges me to warn anyone not with the brick, on Jan 2016 we purchased a frigidare gas range my wife and l wee told this gas range has a one year manufacturing warranty and advised to buy extended 5 years warranty to be more secured. Unfortunately after few months my wife started to experience a lot of problems such as burning utinseles and the front part of the range which changed the colour now since that day we are mistreated by both the brick and the Electrolux the manufacturer a brick manager rudely told me not call their store again and hung up on me. We don't know what to do or were to complain.

All my furniture was purchased from The Brick several years ago, and i recently changed my fridge. I can tell you that this will be the last time I will EVER purchase ANYTHING from The Brick. Everything is absolutely awful, it's really disappointing! Don't waste your time and go there. WE went into the store October 26th and ordered a Kitchen Aid fridge and we were told that it would be delivered November 10. We found the exact same fridge at Sears for a cheaper price but the delivery date was December 4th, and we didn't want to wait that long so we purchased it from The Brick and matched the prices. Around November 12 we got a phone call saying that we will get it delivered November 17, and we still didn't get it delivered. After several phone calls and days of waiting, they finally said that they will deliver it on December 4th. This time they came and we didn't hear the door(i'm aware that this is our problem) but when we called after an hour or so they said that they couldn't deliver it and we needed to reschedule. We had to wait till December 9 to get it delivered. They said that the delivery would be from 1:30-4:30 pm. They called around 4 saying that they would deliver it with the hour. They came at 5:00 (not between the time they said they would come) and the workers were very rude, it wasn't acceptable. We asked if they could bring our old fridge to the garage, but they refused and said that we needed to remove the doors and disconnect the water pump. He then said that we would either reschedule the appointment or they would put the fridge anywhere else and we would have to move it later on. Never have I ever seen anyone this rude and impatient ever before. We ended up moving our old fridge alone without their help, and they put the new fridge in the right place. They continuously complained while they were working about how heavy the fridge was (NOT OUR FAULT), and were impatient and just wanted to get it over with. I know they were running late and they were tired but again that's not my fault. Absolutely unacceptable, never ever buying anything from The Brick again. I wish i could rate it zero.

Trick #1. Black Friday advertise $200.00 off a 48"smart TV.
Trick #2. Purchase TV but find out none in stock. TV to be at the store in 11 days confirm by salesperson.
Trick#3 show up 11 days later and no TV in stock.
Trick #4 TV will be Toronto in 6 more days and then to Ottawa a couple days later,we will call.
Trick #5. Often free delivery for the extra wait, no not taking a day off to wait all day for free delivery.
Trick #6 ask for money back, no problem.
Trick#7. Go to Best Buy 15 minutes later and see the same exact smart TV same price and on the self ready to go
Trick #8 purchase TV

Last trick disappearing act the Brick will never see me or any money ever again. Please shop anywhere else then this waste of space store.

Brick less in Manotick

I purchase a living room chair in October, before the chair was even a month old the seat cushion material started sagging and showing signs of lint like it was 20 years old. A technian was sent to investigate and as of today December 2nd. still no answer. Service said they would take off the arms and fix the seat. I want a new chair. Its a Cindy Crawford original made in Canada.

I purchased a new fridge in 2015. I was told that it could be delivered in the evening so I would not have to take time off work. A couple of days later we got the call to book the official delivery date and of course, they do not deliver evenings or weekends. the product is faulty and could only have been replaced up to 3 days after delivery! Now they send a technician out to service it and of course, you need to be home during the day, Monday to Friday for this "service".

We were told of a delivery date and it was confirmed by the sales person. I arranged to take time off work for the delivery however the sectional didn't arrive. When trying to call delivery and or customer service it took 45 minutes and 9 attempts to get through. Only to find out the sectional is not expected for another 2 weeks. No one contacted us to tell us of this delay. And part of the stipulation in purchasing this sectional was to have it by a certain date. When trying to contact either the sales staff and manager they were not available. Very very poor customer service. Won't purchase from them again. If the sectional doesnt arrive in the new time provided we will cancel the order.

Do not waste your time to go there. I went there to buy a patio chair. It was the floor model and their last one. I find a way to talk to someone (and it took time!) and finaly they sent me a so called nice woman. I think the guy who said that was kidding me. The lady didn't waste her time telling us we were disturbing her, she just act like that. She was talking to us in completely disdainful way and up saying 'well don't buy it''. It's been 2 days and I still don't understand why a seller will say that to a customer. I've never heard this in north america and I do consider myself as a nice person. The rest of the story is just a joke.

Anyways, don't go there. There plenty other choices in town.

I bought a new recliner rocker in Feb. A month later, the recliner feature broke - it does not stay in locked position so it keeps springing forward. I tried to repair it myself but there is a spring that is stripped and keeps jumping out of place. The people they subcontract out to in this area are not at all client focused. They only come out during the week during work hours - no weekends, no evenings. So to repair my brand new chair I have to use vacation time! I asked if it could be done at least first appointment of the day, and apparent that doesn't work for them either... Super disappointing that the new chair mechanism is so poor, AND that their repair subcontractors apparent think they keep bankers hours. If you can buy the product in the evening or weekend, you should be able to request repairs during the same hours. It is time to wake up The Brick, and meet your clients in THEIR terms when you sell such shoddy merchandise! This is 2015, time to step up the game if you're going to stay in business!

I wish I didn't have to assign it any stars.... We were in the other day at the Huntclub store and saw an "as is" couch from the show room priced for $450 from $679 with no visible damage so we decided we would get it. We paid and my husband returned today to pick it up and when the associates brought it to him they drug it across CONCRETE tearing the entire underneath of the couch... clearly dragging a couch makes sense especially across concrete. So they offered my husband a whopping $50 back if we took the destroyed couch off their hands... My husband said no and asked that they replace it which they would only do for full price NO discount at all. So we wasted close to $100 dollars in gas and 2.5hrs of our time for nothing. I was absolutely shocked as we have spent 1000's of dollars in their store over the years... I will NEVER step foot in their store again!!!

By far the worst customer service I have ever experienced in my life.
I purchased a mixture of furniture both bran new and as is.. One of my pull out sofas was as is.. they ended up breaking the sofa and refused to replace it. I spoke to the sales person Mohamed who is a nice guy but was not doing his job properly.. " he was allover me before he made the sale and the once the sale was made and I started having problems all of a sudden he got busy and was unwilling to work hard for me.. He passed me on to this operations manager " middle eastern " I will tell you more about here in a sec.. ( I am a guest service manager and have been serving customers for more then 15 years ) This Brick Guest service manager should be a shamed of her self.. The Brick should be a shamed of their staff and the service they provided..
Here is a list of problems;
1. did not provided me with the products I paid for .
2. delayed the delivery dated do to some "warehouse problems "
3. No one answers the phones after trying for days
4. made me travel back and forth from Kanata to deal with issues
5. They do not listen to customers , there is not negotiating
6. This operations manager has no people skills and is willing to treat her customers like they are stupid.
Solutions;
1. I cancelled all of my order
2. I went to Leon's and head the best experience that anyone could ever ask for.
3. got better products for a cheaper price
4. got the best customer service that anyone could offer.
5. The Brick pushed me to become a loyal for life customer of Leon's and I thank them for that !!

Since the salesperson whom we placed the order for top of the line Electrolux IKON series appliances was great to deal with...as now our appliances have been delivered and installed about a month after the scheduled date of August 15, 2014.
First of all they were all delivered at different dates...though nice of you to have arranged a loaner fridge and stove to survive until we were delivered our own.
The technician and installer came sent by The Brick who said that Dish washer could not be installed, he installed the washer and dryer. They have been trying to put the blame on the builder for not providing enough room to fit the appliances
Then another technician came on September 4th installed the cooktop,stove, oven, otr microwave & the fridge.
Now he also discovered that the fridge was faulty and damaged with the digital control panel not working and not making enough cold air as most of the food stored in this fridge went bad and we had to discard that.
We called the store where we paid for our appliances...they asked us to call the warranty company...when we called the warranty company we were asked to call the manufacturer. The manufacturer Frigidaire asked us many questions and sent a technician...who in turn said that they were not installed properly and that
Dishwasher was missing some track wheels and stinks badly and dishes come out wet.
The Fridge was faulty, damaged with the digital control panel not working and not making enough cold air and that he would order parts and return to install those, the doors were not aligned properly.
The cooktop burner is faulty and a couple of knobs were lose to be replaced.
The oven is not heating up...when we tried to use it the first time, preheating took more than 90 minutes even after that did not reach 350 degrees fahrenheit....our struggle is still on full full replacement of all of these damaged,faulty appliances and for the perfect installation that we have already paid for the appliances,installation, extended warranty, brand and the customer services that we believe in....Hello BRICK...TIME THAT YOU WAKE UP IMPROVE IN ALL THESE AREAS!!!!

We purchased a couch and were happy. Then a month later they sent us a different couch. We tried to get the one we ordered but they refused saying "this is the updated model and we no longer carry the one you ordered. A week later we noticed the couch was breaking. After 2 weeks if waiting, someone came and told us the frame is broken. After 1 1/2 months and constantly calling them, we
receive a new one only to find out that the frame is broken on it as well. Since then we have been calling the brick and have been told they've sent another one, but 1 month later nothing has been delivered and we can not get an answer from them. Ever since we have visited their store, they have given us the runaround and nothing but stress. DO NOT BUY FROM THIS STORE. You will get a tumor from the stress you will experience!!

Save the stress and buy from the guy in the parking lot. At least that way you already know you are getting screwed!

I will NEVER purchase from this company again! My wife and I went in to purchase a sectional couch and a new television. We were approach by a sales rep that first off didn't listen to our needs, but also tried to sell us on a three piece living room set despite us telling her 3 times that we didn't have the room. At that point we decided that we will just figure it out our selves. We had already decided on a sectional before speaking with her, but wanted to see what else they had to offer. We asked for a few minutes to walk around and think about it. With in 3 minutes we had made up our minds and set out to find the rep that we were dealing with. After 10 mins of walking around searching we asked at customer service. It turns out the sales rep left right after we asked for a few minutes. This should have been the indicator of what the service was going to be like. We found another sales rep and pulled the trigger. Our invoices was just shy of $3000. The following morning we decided that we wanted to switch the format of the sectional. Knowing that they had both left and right formats in stock we didn't think that this would be an issue. When we called the following morning we were told we would have to wait until the afternoon to speak with our sales rep, which was sort of frustrating. When we spoke to the sales rep we were told that we would have to wait two days before we could make the switch, because the couch was in transit to the store (this would have been prevented had the sales rep in the morning canceled the order) Originally we had set the order for pick up, but because we lost access to a truck we decided to switch to delivery. I called the store in the morning of our pick up date to book delivery and was given the run around again. I was told that I would have to call in the afternoon to speak with our sales rep again. The rep also told me that we wouldn't be able to switch it to delivery until it was in store, which she said was book for the next day. Today we had to make 2 separate calls to set a delivery date for this weekend. The frustrating part of it all was we were told the couch actually came in during the day yesterday. We have had nothing but a run around with this company. No one wants to help you unless its going to make them a few bucks in commission. Even the sales rep that helped us with the purchase wasn't helpful after the fact. This was the first purchase we've made there for our new house. We have a few more rooms to furnish, but I guarantee not another dollar will be spent with this company.