The sales staff are great when you're buying something. However, make sure the item is actually in stock in the store. If you place an order for in-store pickup, be prepared to wait.
When you arrive at the customer service counter, it's easy to feel invisible. The staff don't acknowledge you or even look up when you approach. You have to interrupt them just to get assistance, and even then you're often told to wait, even when there are no other customers at the counter. The overall attitude comes across as dismissive, as though you're inconveniencing them.
It also seems like they're constantly dealing with problems from previous orders, so every customer ends up waiting while they sort out someone else's issue.
I went to pick up a handheld mixer, and the process took nearly 45 minutes. After waiting inside, I was told to drive to the pickup door at the back. Once there, I had to wait again because the attendant was dealing with another customer who had been called to pick up her order, only to be told it wasn't actually there. She had driven 45 minutes to the store, so understandably she was upset. Instead of quickly handing me my mixer, I had to sit there while staff argued with the customer.
This wasn't an isolated incident. Every single time I've had to pick up an online order from this location, the experience has been the same: long waits, poor communication, and customer service that feels disorganized and overwhelmed.
The frustrating part is that I wouldn't even be using the pickup service if I had another choice. I was refused a refund on an exchange and was only offered store credit. Unfortunately, the replacement items I need are only available online, so I'm forced to order them for pickup. Each visit has been unnecessarily time-consuming and stressful and since it's always out of stock online, I had to go 3 times to have a complete order.
I won't be shopping at The Brick again. The amount of time they waste and the level of stress they create for customers is unacceptable. read more
