The Brick

Can I give zero stars?
i recently bought the Brook Queen Headboard, the one that the website lists as «will fit your bed frame». When it was delivered, it was not assembled for me, even though the website promised «basic assembly.» Had the box been opened and the legs been attached to the headboard it would have been obvious that this headboard would not in fact fit my standard bed frame. I could then have had it returned right away. Instead I now am not only being told I’d have to pay for the pick up of it (I live alone and don’t have a car), but on top of that, I’ve only been offered store credit? Dear The Brick, how can I get my money fully refunded? After this experience i *really* do not EVER want to shop there again, nor do I want to «gift my store credit» to someone else, I would not want them to go through the same horrible headache. Customer service thus far has been lousy at best. 30 minutes on hold and for what? I can’t even resell the headboard!

I have given it one star but it dosnt deserve any at all. Unfortunately I bought fridge and a stove from them. they where delivered 2 weeks apart and I had to get days off to receive because they dont deliver in the afternoon or weekends. when you complain you end up with some one barley speaking English who tells you there is nothing they can do. never buy anything here. let them sit and scratch their asses all day and pic their nose

Never shop at the brick. Horrible people. Horrible service. Refused to deliver the item I paid for. Nothing but liars and scam artists.

Purchased a used nice velour ruby red 2 seat couch for $ 550. No complaints there as it suited our needs. However when it came to the delivery it was horrible. I live in a basement apartment of a house with rear entrance the delivery people sighed as they saw where it had to go I watched them and they said «we can’t get it in» so I suggested using physics and level it with the door then pull from the bottom with a slight twist again they said «we’ve tried it won’t go in» they made their money and left me and my pregnant wife to get it in which with my idea I mentioned to them and got it in with in 5 min!!! Worst experience of my life!

I am surprised the brick has such low ratings. My boyfriend and I have had four fantastic experiences with both their product, and customer service which is why we will continue to buy from them in the future, Just as a pre amble let me just say I agree with the other reviewers the style of their furniture needs a major update, at the same price point you can get a more contemporary look elsewhere. However I understand that there is a sect of people that really feel comfortable with it. Also I have noticed they are offering a more high contemporary pieces. first experience was 2 – 3 years ago we bought our first mattress when we moved in to an apt together. We got a great deal, looked around and their prices couldn’t be beat. We scheduled our delivery for the day we moved in. We only had a moving elevator for 2 hours. He said we would get a conformation call the night before and a courtesy call an hour before delivery. On moving day they were our only delivery that was in any way accommodating. They said sure no problem we will put your mattress right at the front of the truck so we can make your delivery window. They were so fast and polite even taking their shoes off when the new place was clearly a disaster.
When we bought a house this year we bought a king sized bed from a store downtown and went to the brick for our mattress, we went to the mattress store on Dufferin. Norman the manager there was beyond helpful. He gave us a great deal on a king size with a mattress protector and again gave us a 180 day love it or return it guarantee and also was able to schedule for our moving day which was inconveniently the Saturday of Easter weekend «not a problem» he said. Well again the brick phoned to confirm the night before and the day of and was the first of our deliveries. They came 5 minutes into the window they gave us. Our bed from another store was supposed to be delivered that same day but didn’t end up showing up when it finally did it required a box spring (something we were told it wouldn’t require when we bought it) last minute we had to run around looking for a box spring. The brick to the rescue again! We called Norman that night he found one that fit the height of our bed and told us we could pick it up special the next day or even that night if we felt like it. Another great experience.
Now we slept on the mattress for about two weeks and decided it wasn’t for us. I don’t return things often but I found it way too firm for my taste that being said others laid on it and thought it was perfect. Yesterday we went back and it was no problem at all. They did not make it difficult to exchange the mattress and was even able to schedule a delivery for this Friday even though the new mattress was not in stock. This mattress was more expensive then the one we originally purchased but Norman fixed it so that we didn’t have to pay any difference or delivery charge.
I have been looking around for a bedroom set for our new master since march. I couldn’t find anything I really liked in the colour or style I wanted. I felt like I looked everywhere and if there was something I wanted it wouldn’t come for ages (restoration hardware 12 – 14 weeks!). Also if you order from an American store they have to order it In from the US and you pay the applicable international fees. Why should I end up paying close to double because I’m Canadian? I have never bought actual furniture from any big box store but it seemed like our only option if we wanted our clothes off the floor and out of boxes soon. Our furniture is absolutely beautiful! no one would be able to tell it is the brick also we ordered it on Monday it came 5 minutes into the delivery window on Wednesday. It too was hugely discounted I think 30% off. It came fully assembled and the delivery people arranged it for us as well.

Terrible customer service. Waited for over 20 minutes before I found someone that wanted to help us. On top of that there were no fabric option samples of the couch we were interested in. Screw this place. I’d rather sit in milk crates before buying a couch from this dump.

Heed my warning: never buy an appliance or anything that may require use of the warranty, from this store.
I purchased a washer dryer pair from The Brick in March of 2014. The washer began leaking in early November, so I called The Brick immediately, since it’s still under warranty. The Brick uses a third party company for its appliance repairs, and its toll-​free number patches you through to India, where the customer service clerks are lovely and polite, but not exactly swift with their English or understanding the nature and context of your call. Plus, they don’t EVER deviate from their customer service scripts, so even when you’re BEYOND frustrated and they haven’t done squat to help you, they’ll still end their call with, «Is there anything else I can help you with today?» There is nothing more crazy-​making.
I arranged with this 3^rd party company to have a repair technician come to my condo the following week. I had to take a day off work in order to receive the technician and he was only there to diagnose the issue, not to fix it. He told me he’d need to order replacement parts for the washer and reassured me it shouldn’t take long. A week later, I called the company back to get a status update on my work order. When were the parts coming in? When could I have access to my NEW washer again?
The «customer service» clerk told me that it isn’t their policy to guarantee when parts are due to arrive; this is probably because the call centre is located in India while the parts are being transported from Who-​Knows-​Where to Toronto, so of course they can’t track their ETA. I told the clerk that I understood, but she has to appreciate my level of frustration at the inconvenience of my situation: I spend a couple grand at The Brick for a new appliance. The appliance breaks down. I have to take time off work to have it diagnosed, pay to have my laundry done elsewhere in the meantime, and wait until some parts come in before I can even schedule the actual repair date, then take ANOTHER day off work to have it repaired.
She simply reiterated the company policy on not guaranteeing arrival dates for repair parts, so I had to let it go. Finally she said, «When we learn the parts are due to arrive, we’ll call you and let you know.»
A few days later, I received a call from the same woman, to let me know that the replacement parts would arrive at some local facility the following Saturday. This is now week 2 without laundry. Ugh. Fine.
By week 3, after the parts were in, yet still no one called me to arrange for the actual repair, I called the company again. I asked a very pleasant man named Urshad to please update me on the status of my work order. He politely pulled up my information and said, «Oh, Ma’am, the parts are in. Would you like to schedule a repair date?»
ARGH!
«Yes. I know the parts are in. Your company called to TELL me this a week ago. Shouldn’t YOU have scheduled a repair date with me THEN?»
«Oh, ma’am I apologize. Our communication protocols must have had a glitch. You are supposed to receive an automated message notifying you when the parts come in, and then give you an opportunity to press a number to schedule your repair.»
Well that didn’t happen because I got a call from a live person, which surprised him, and that live person didn’t bother to schedule a repair with me.
So now 3 weeks of no laundry and I had to wait another couple days, schedule ANOTHER day off work for me to wait for the technicians to actually fix the washer. On the day of the repair, I was told to wait for a call from the repairmen between 8:30 and 9:30 am, to let me know when they’d arrive.
That didn’t happen, so I called the company at 9:30. The guy on the line asked me what time it was «where I live». I said, ‘It’s 9:30, which is why I’m calling because you’re supposed to have called me to tell me when this is happening.“
Turns out, they called my work, despite the company having all my information, and knowing I had to be at home on the date of the repair.
The repairman finally called my home and said he’d be at my place between noon and 2. They came at 2:15. Ten minutes later, the thing was fixed.
Their diagnosis: a part must have cracked during the initial shipping process to deliver the appliance to me.
Three weeks and two days of no income for me, and all for a 10 minute fix and a WHOLE lot of frustration.
I will NEVER, ever shop at The Brick again.

I ordered a box spring and payed 70.00 for the home delivery. I was told I’d receive a call a day before the delivery date to schedule a time. At 6pm the day before i receive an automated call telling me my box would arrive between 930am and 1230pm the next day. So I raced to adjust my schedule and they arrived a 2pm. No call from anyone telling me of the new time. I wasted most of a day for a lousy box spring. Oh ya, the delivery guys were rude and intimidating. Next time I order from Amazon.

Never ever ever buy any waranty from the brick. Was told if I don’t use it within five years I can apply the money to a new purchase. Adrianna told me it expired and it was not their responsibility to inform me of the coming expiration date. When purchased was flat out lied to as I was told there would be no expiry date and could use the money at any time, NOT TRUE.
Big mistake Adrianna I own a holding company with 14 rental properties with a total of 42 rental units. I buy appliances at least every three months. Due to their business practices I will never step foot in any «The Brick Store» ever again. I will make sure to let all my friends and family know the reasons of why to never shop at any brick store.
Total loss to the Brick Sept 10^th, 2014 = $ 2918.70

Français: Ah The Brick! C’est un coup génial, un coup pourri. Nous avons déjà meublé deux maisons grâce au génial Chris du magasin sur Dufferin, mais lors de notre dernier achat: patatras ! Meuble défectueux, des agrafes du cadre qui ressortaient du faux cuir, un pied qui se né fixait nulle part par manqué de réceptacle, un matériel qui commençait à se fissurer après deux semaines, enfin la catastrophe!
Or quand nous avons signifié ces problèmes, ce fut le début d’un long combat qui ferait pâlir les chevaliers de Roncevaux: de service en service, du magasin au service de réparations, ça allait de mal en pis.
Ce n’est que quand nous avons enfin parlé avec Josh qu’une lumière s’entrouvrit: c’était après avoir exprimé ouvertement notre déception profonde sur twitter et facebook. Mais ce n’était qu’une étape qui a failli mal tourner une fois de retour au magasin. C’est seulement quand le gérant de la succursale, Shaw Nizimally, a pris le dossier en main que tout s’est réglé en deux temps trois mouvements. Merci encore à Shaw.
English: after 30 days and we am glad to say things are now in order. But this was not easy.
still needs to do some major changes to its return policies and customer service. Now, back to the problem we had with our product. We are glad to say the problem is now resolved.
We want to personally thanks Shaw Nizimally, the store manager at the Brick Warehouse on Dufferin in Toronto and his sales clerk Chris (who’s been with the store for over 10 years). Shaw took full responsibility and things finally started moving in the right direction. Shaw took charge and solved the issue with a smile and two happy customers !

We (a couple) were followed around for about 40 minutes by a salesperson who completely ignored me (a woman) while addressing my man exclusively. It’s like I was invisible.
For the first time in my life I felt the way women feel in a third world country, where that salesperson came from, where they don’t consider women to be human beings.
The Brick: shame on you for breeding this kind of chauvinistic behavior!

Well, I didn’t get knifed on the walk there at least, that’s worth at least half a star no? The area around this store is a little Stabby Mc. Stabberson… not so ideal and the «pole barn» look of the exterior should have been a warning.
As Elaine K. said, this looks like a place where her mom might shop, well, actually maybe I’m younger, this looks more like my grandparents’ generation. I would characterize the selection as old, formal, and sort of junky. I found almost the same model of couch I ended up purchasing from Leon’s here, but it was $ 300 more expensive. Additionally, the cushions felt like they were stuffed with batting… it’s like they went with a less expensive assembly option. Very disappointing.
The worst though was this creepy salesperson who followed us around the entire store at a distance of 12 feet. It was like he thought we were going to steal a large sectional and rush out the door. He would occasionally dart into speaking range and blurt out «that comes in other colors» in some rather unintelligible foreign accent. Very passive-​aggressive and he must have had Asperger’s as he didn’t take the rather forward request that «We’d just like to look around on our own for now.»
In any case, I can’t really recommend this business for your furniture shopping. Go to Leon’s at the Roundhouse and ask for Ellen (see my other review). She took great care of me there.

This place is gigantic, but didn’t quite have what we were looking for. Our tastes skew towards the modern and contemporary, and the selection here was more… what my mom would buy? Not to say that’s bad, but it’s not my taste.
They had a decent selection of marked down dining room furniture that was scuffed, so we might visit again. Let’s face it, I’m clumsy. Even if it wasn’t scuffed, it would be inside of a week. There was also an entertainment area with large screen TVs and TV tables for sale, which meant that the Hubster got to watch the end of the baseball game.

So, you can hum the tune to the 12 Days of Christmas for this:
«On the 4^th day of Ju-​ly, the Brick store gave to me:
–One late delivery
–One filthy armchair
–One broken ottoman
And a dining table missing a screw…»
Trying to catalogue the full extent of the nightmare that has been my experience at the Brick would take pages, so I’ll attempt to synopsise.
I ended up in the store because I had moved to Toronto and had an apartment with a bed and nothing else. Roughing it ceased to seem like fun many years ago so I was pretty desperate to get furniture and the Brick seemed pretty cheap and an easy way to get everything in one fell swoop. Actually, it would have been easier to go fell some trees and whittle my own… but I didn’t know that then.
–The store looks pretty good. Not fantastic furniture but seemed pretty decent for the price. I was there on June 30^th.
–Should probably have walked out when sales assistant initially trailed me around asking if I had decided yet (repeatedly) and then let me wait while he dealt with someone else… but I really wanted some furniture
–Most of the couches I wanted were not due in for a month so I went with one that was nice enough and picked out a little dining table, 4 chairs, a side display unit, small armchair and an ottoman.
–Couch, table, armchair and ottoman available immediately (next available date July 4^th); rest due in July 8^th. I had chosen a chest of drawers from the clearance section and asked for it to be delivered in the 2^nd delivery.
–My credit card needed authorisation (Irish, big bill) and they told me to ring on my mobile.
–Was told Sunday delivery would be morning-​actually 2pm. Not good when you have to book an elevator
–I got an OK couch, a filthy cream chair covered in black smudges and blue lines and an ottoman with a broken leg. The table was self assembly and needed 8 screws. One of them was a nail type thing instead.
–Rang customer service… they said the items could be replaced on Thursday (8^th). It didn’t happen
–Got a message about my second delivery on Wed 7^th saying they would be there at 5pm. I had not arranged this date. No contact number available to tell them that I would not be there. They arrived and would not wait until I got home from work. Rescheduled.
–Asked customer service if I could cancel the order. They said a manager would ring me. They didn’t.
–Delivery service rang yesterday (Sat 10^th) saying they had my chairs etc and chest. Said I didn’t want the chairs. Attempted to ring customer service. They were busy apparently. They would ring back. They didn’t.
–Delivery guy gave slot of 12−3pm. Rang at 3pm saying he’d arrive at 4pm. Arrived at 6.50pm.
–Chairs provided with no screws to affix seat pad to chair. Side display unit missing holes for screws.
–Rang customer service. Manager to ring me back. Didn’t.
Have emailed and spent far too long on the phone. My apartment now contains a dirty armchair, a broken ottoman, a shelving unit that can’t be made, chairs with unattached seat pads and a table that is still missing a bit. Customer service are not helping and I have paid almost $ 1000 for total crap.
The Brick might seem glossy and like a nice way of saving money but the Prozac and Valium you will take when you see the rubbish you get more than cancels out any savings. Just don’t do it!