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The Brick

565 West Hunt Club Rd, Nepean, ON
47 reviews
Claim this business Last updated: 15 days ago
565 West Hunt Club Rd
Nepean, ON, K2G5W5, CA

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613--22-5-82
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The Brick, Nepean Reviews (47)

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By Vinsun1955 on Nov 17, 2017
Great Customer Service by Harjeet kaur
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.
By Samsung Washer 2014 on Sep 13, 2017
Samsung Washing Machine Extended Warranty
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.
By non-member125710 on Mar 23, 2017
Extended Warranty
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.
By non-member122703 on Oct 19, 2016
Penny
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
By Beshirf on Sep 09, 2016
The worst customer treatin company customers be ware
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.
By non-member98947 on Dec 10, 2015
NEVER CHOOSE BRICK!!!!
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.
By downeyma on Dec 10, 2015
The Trick not the Brick
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
By non-member104610 on Dec 03, 2015
Poor service
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.
By non-member95347 on Nov 25, 2015
Saleswoman flat out lied...
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".
By non-member93781 on Oct 30, 2015
Poor customer 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.
By non-member90743 on Aug 18, 2015
Service is awful
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.
By non-member84967 on Apr 28, 2015
Super disappointing
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!
By hsmith on Mar 23, 2015
WORST CUSTOMER SERVICE!
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!!!
Comment by aahmeti on Mar 23, 2015
Yap that sounds like the Brick .. bad customer service .. after my last experience with Brick I switch over to Leon's and I must say this guys know how to treat their customers!
By aahmeti on Dec 31, 2014
The Worst Customer Service Ever
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 !!
Comment by hsmith on Mar 22, 2015
I just had the same experience.... the Brick at Nepean is awful!!! Zero customer service and they don't give a %^*& if they keep your business or not!! I will never buy there again EVER!
By non-member77114 on Sep 24, 2014
Horror story at The Brick
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!!!!
By non-member70942 on Apr 10, 2014
Horrible and frustrating
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!!
By non-member68915 on Feb 20, 2014
Worse customer service
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.
By non-member60868 on Jul 12, 2013
Not impressed with Brick and Brick's HSBC crooks
We went in to buy a new washer and dryer. The salesman was helpful but struck me as a bit of a fast-talker. We had gone online in advance to make sure we could be approved to take advantage of the "don't pay for a year" option and were planning to pay it off completely before the year was up. Having dealt with the Brick's credit department in the past (HSBC finance), we know their interest rates are insanely high, but desperately needed a new washer and dryer. After completing the online application with respect to the LG set we had chosen (approximately $1400), my husband was told we were approved and it asked us to bring the confirmation number with us to the Brick. We went through the options and warranty and even had a delivery date set (although is was 10 days away and that seemed a little unreasonable) and the last step was to go across the store to the credit department. After waiting for a while, a salesgirl informed us that we had only been approved for $500 credit! This would have been nice to know before we wasted our time in the store and since the sales clerks were accessing our purchase via a confirmation number, it should have indicated somewhere that we were only being approved for 1/4 of the purchase price. We decided to leave the store and headed over to Home Depot. We bought a better set for the same price, the clerk we dealt with had our transaction completed in minutes and we were told to expect delivery within 3 days. MUCH BETTER!! Better yet is that Home Depot has a similar deal - don't pay for x amount of months - so it gives us a chance to save up while still enjoying our much needed, beautiful front loaders. We were approved for the full purchase price, plus the extended warranty. Overall, I found the Home Depot experience much easier and with more helpful staff, who are less aggressive and less desperate to make a sale.

Another thing we noticed at the Brick is that a lot of the furniture is junky looking, cheaply constructed, lopsided, extremely overpriced, and damaged furniture is left out all over the store.

We will never shop at the Brick again!
By non-member47693 on Aug 01, 2012
Another good brick story
This is the second mattress set we have bought from the brick. Excellent service, delivery and follow up. We bought our first Simmons mattress from brick five years ago, last year the mattress started to twist at side. Phoned the Brick, a serviceman came out to inspect, submitted his report and three weeks later we had a new mattress. This is why we returned to purchase another mattress set for our family.
By non-member44444 on May 23, 2012
The Brick Hunt Club Road
I bought my sectional and beds there last May, at that time I was convinced by the sales person to take the 5 yr blanket protection for the furniture, in case asnything got spilled on the couch. I called today to get it cleaned because of a spill, and was told the Brick does not do cleaning, they told me to hire professional cleaners and if they could not get spot out then the Brick would look at it. I should have known nothing good froms from the BRICK. Our original purchase was a disaster, from witing days for delivery to having sectional dumped on living room floor and waiting for two more days to have it put together, when I tried to just get them to take it all back I was told no refund and they would not pick it up. How can thye stay in business, I have not met a person who has had a good experience with them.
By nadrose on Feb 08, 2012
Return Policy
Dear Sir, Madam, I bought a sofa, ottoman and a rug from the Brick. When the sofa arrived I realized the rug would be too big to fit the area and the colour a too dark, two days later I took it back and was told that the store Do Not Take Accessorise back they give a store credit. I read the return policy and explained to the woman at customer service that the rug was never open and no where have I read that I could not return a rug within the 7 day period. The Very Rude customer service woman said “this is their store policy and they do not follow what I read on the Brick Website. I asked her to show me where in the store that policy was so that all can read she could not answer me.
All I want is to return the rug. After being treaded the way I did I just want to take my business elsewhere and I just want my money back. I am extremely frustrated and disappointed that a well know company “The Brick” would treat their customer this way. I am also frustrated that there is not a head office number that I can call to ask about this policy. I have to send an email and heaven knows when I will get a reply. My 7 days will be up soon. Is this how the brick works? I will never set foot in another brick again and I will make sure I warn family members, friends and co-workers to be aware of the brick.
All I want is my money back.

By angekfire on Jan 03, 2012
NO RETURN POLICY
I question if their staff is even aware of how uninformed they are. I had the girl trying to register my girlfriend for a credit card tell her she didn't need to read the legally binding conract she was reading, and she should just sign it. She also asked us if we wanted to pay $1.50 a month for insurance on the card, but had no idea what the insurance would cover. We ended up cancelling that.

Had a sales rep tell us we needed their $90 bed-frame for a mattress to keep the 90-day sleep comfort promise, instead of just the $70 one. Also told us the 90 day promise applies to the as-is clearance mattress. We asked for confirmation on that 3 times, and were told yes every time, then asked another associate after we bought it, and we were told that it did not apply to the as-is clearance mattresses, despite us asking 3 times.

Finally bought a mattress later, and the mattress that came smells like mold, squeeks (didn't in the store), and is way more firm than the floor model in the store. I like plush and I thought the floor model was good, my girlfriend likes firm and thought it was a good compromise, but it is too firm even for her, it hurts her hip to lay on her side. If you sit on the end of the bed, the whole head of the bed raises. I actually thought it was the wrong mattress they delivered. You can feel the springs when you lay on it.

We asked for a refund and were told there is no refund policy. Spoke to the manager who basically told us we paid $500 for a mattress, and you get what you pay for. And if we want to use the 90 day sleep comfort promise, we can order a new mattress with them using the money towards it, and pay for delivery a second time. We were told that it is standard that the head of a bed will raise if you sit on the foot of it (despite neither of us having ever experienced this before), and that the fact the floor model and the mattress we got are different doesn't matter.
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