Review of The Brick Kirkland - Frustrating Experience with store and Customer Service Normally, I don't write negative reviews, but this experience tested every limit of patience. Here's our story: Purchase and Initial Issues: In August 2024, we bought bedroom furniture from The Brick Kirkland for about $6,000, assisted by Mr. ABC. We initially hesitated to pay but were reassured we could make a small payment upfront and pay the rest later. After receiving multiple calls, I finalized the purchase two days later. The furniture arrived on August 14, and we noticed minor wear, reported it, and received a small store credit we never used. After just a week, the bed's support structure began making cracking sounds while we slept. I reported this to customer support on August 22, and they provided an event ID, asked for photos, and said a technician would visit. Frustrating Runaround: Over the next several days, I tried reaching support via chat since the phone lines were always busy. I was eventually directed to their furniture support partner, BRS, but couldn't get a response from them either. Finally, BRS scheduled a technician for September 10. In the meantime, we had no choice but to sleep on the floor, expecting a quick fix. The technician arrived, took more photos (which I had already provided), and removed the broken part, saying they'd file a report. No repairs were made, and it felt like a waste of time. We kept following up and were repeatedly told that the part was ordered and would arrive soon. Weeks of Waiting and Broken Promises: Each follow-up brought a new deadline. By late September, support said it would be delivered by October 1. When it wasn't, I reached out again. Mr. XYZ, a store manager, said they were treating it as a priority, but attempts to reach the warranty department were fruitless, and calls went unreturned. By Thanksgiving week, we were told again that the part was "on its way" and would arrive soon. I asked if this would stretch to November, and I was assured it wouldn't. On October 22, after another missed deadline, I emailed Mr. XYZ, who replied that their policy only covered repairs, not replacements or refunds. Final Update - No Resolution: A visit to the store on October 27 revealed that only part of the needed piece had arrived from the manufacturer, with no estimated arrival for the rest. It's now November, and my child and I are still sleeping on a mattress on the floor. If The Brick had truly intended to resolve the issue, instead of dragging us through endless delays and telling us about parts "on the way," they could have simply provided the needed part from another bed in the store. This wasn't an antique bed, just a standard piece of furniture. But they chose not to act. Their failure to take this simple action further proved their lack of intention to solve the problem, leaving us with no resolution and continuing to sleep on the floor. Why We Refuse Store Credit: After months of delay, we have no trust in The Brick. Accepting store credit would force us to buy more items from a company that has consistently failed us. Store credit would mean fixing the bed ourselves, adding costs on top of what we've already paid, and potentially buying another bed with the same flawed structure. We asked for a full repair or refund and now the apology letter from the store for mishandling of this case. Store credit is simply not a reasonable option. After countless calls, emails, and visits, we are exhausted. Our only goal now is to raise awareness so others won't face a similar experience. We hope The Brick Kirkland will do better in treating its customers with accountability and respect. PS: We were never told about the bad reviews / customer complaint about this bed , now when we are in investigation mode , seeing we are not the only one had issue with this bad , not not sure what happened to the other customer read more

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Ordered online: a whirlpool (Inglis) washer and dryer from the Brick and was directed to the Brick KIRKLAND. Paid an additional $300 for a full extended warranty - full coverage - end December 2025. Machines were delivered to my home January 16 2026. Washer BROKE DOWN on January 28 2026, 12 days after it was delivered. Instead of replacing it with a new one, the Brick directed me to call a repair service (whirlpool 1 800 807-6777). Lost an entire weekend of usage - laundry was backlogged. Repairman arrived on Monday Feb 2 - had to take time off work to accommodate the repair. Yesterday, the machine broke down again. Called and emailed the Brick requesting the machine be replaced. I was told by Fahima Ahmed that the policy I purchased only covers the machine for an exchange IF the issue occurs within 48 hours of delivery?? I was directed to call whirlpool once more. Today, Saturday February 7th, 2026, I call the 1 800 807 6777 and receive a message indicating that the service department can only be reached during the week during my regular work hours 8-5EST. I have to take time during my work hours to call them, yet again, and then likely take yet more time off to allow for the repair man to come by again. THIS PRODUCT HAS BEEN IN MY HOME FOR LESS THAN 1 MONTH. The Brick claims it is up to Whirpool, and the Whirlpool service department claims it is up to the Brick whether to replace it or not. What kind of scam is this? This is a brand new major appliance. Why should I settle for a machine that has required several repairs - that is not what I paid money for - I paid for a new machine in working order ? Incredibly crooked operation at the Brick and Whirlpool - I want a new machine - and who will cover all the time I have lost unable to do any laundry, calling, emailing, waiting for repair men? This is NOT ok. If they think they can keep closing their eyes pretending it's not happening, and that I will simply go away they should think again. Brick - step up and do the right thing for a change. read more

In my 56 years this has to be the worst experience I have ever had with any company when it comes to customer service and return policies. I was denied a refund on a Washer/Dryer Riser because it was considered to be an unsealed package, even though their own employee cut the two packing straps. The box was not glued or taped, but simply held closed with the two white straps. The return policy does not apply in this case. When I picked up the item, it was secured with two white packing straps. The Brick employee cut these straps to allow me to verify the color. Although the box was never taped or sealed, it was considered an open package when I attempted to return it, and my refund request was denied. I find this policy outrageous, especially since the employee did not mention the return policy. To make things worse the supervisor Dev sat in his office literally 50 feet from me and the returns desk, refused to talk to me stating he was busy eating his lunch. Their Return Policy If your product is still in its original sealed packaging, with the exception of As-Is products, special orders (MTO), or sleep accessories, we will return it for a full reselection credit or refund within 7 days of the original delivery or pickup. Once the product packaging has been removed or the product is in an open condition, with exceptions for mattresses/boxsprings and home décor accessories, we cannot offer refunds or reselections. If your product arrives in less than perfect condition, contact us within... read more

Brick - Example of the condition of the box. The riser was never removed from the original packaging. - Home Decor Near Me - Kirkland, Quebec

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Bought bed Aug 28 .They told me it wouldn't be in till end of Sept it's Oct now .called they won't answer the phone.Call many times say they are busy with other customers call back which is not true called 6 times in 1 day.This why they are called the Brick such bad service that everyone throws Bricks at them Ha Ha read more

Quite possibly the worst customer service ever. Bought a complete kitchen set in JUNE: fridge, stove, dishwasher, microwave. We spent A LOT OF MONEY. Never heard from our sales guy again (though he promised to keep in touch for the entire experience). You'd think the throughput/followup would be better given the amount we spent. When the fridge came it was the wrong fridge... sent it back. Took them all day to figure out where our fridge was. Discovered it was delivered to another house. It eventually came with someone else's food inside and scratched. The stove came after the fridge... and it's a beautiful stove... but has small dents and scratches. The dishwasher arrived two weeks late and DOA, meaning it wasn't even a functioning dishwasher. The installer left it in the middle of our kitchen. Tried calling the store for over an hour; the sales person I talked to said it was up to the installer to remove and order a new one. He hung up on me. Called the installer and they said it was the responsibility of the store to send a new one. Went into the store and resolved. The "new" dishwasher was on back order and it has now been 3-weeks of waiting with a DOA dishwasher sitting in the middle of the kitchen. Called today... and they'd completely forgotten about us. I'll add to my review once this saga is over and we actually have a "functioning" dishwasher installed. No confidence that the new one will actually arrive and work. Next step is to call Visa and request a stop payment because we haven't received everything that we paid for. ****Continuation of the saga******** The next dishwasher eventually arrived two weeks after we called the Brick to remind them of our order (see above). It worked, but was too big (2-inches taller than the original spec we gave our sales guy). I have the original specifications from our order (I took a photo) but it seems the sales guy put the wrong height in the computer. Again, we had to go back to the Brick, have them pick up the dishwasher, and bring a new one that fit properly (again, on backorder). Instead of acknowledging their mistake, the sales guy said, "I don't think the installation guy tried hard enough to get the dishwasher in." If the installation guy had tried any harder, he would have ripped the entire counter top off. Another sales guy seriously recommended that we rip up the flooring to make it fit. (How about you sell us a dishwasher that fits the specs and actually works!!!!!) The Brick sent a third dishwasher out. This one was significantly cheaper than the original we purchased. It works and fit nicely. However, it is now a month past the installation (it's now Sept 30th -- remember we purchased all these appliances in June!!!) and we are STILL waiting for a refund. We are eligible for money back on the purchase and financial compensation for the headaches we experienced. I've actually given up on ever receiving this from them and I don't want to call and talk to their shitty shitty customer service team. I'll NEVER EVER buy anything from the Brick again. Please, please, please, save yourselves the stress and don't ever purchase anything from this store. In my experience this is a negative star rating: -5. read more

I ordered a GE Cafe Range on Dec 2020 and there were problems at delivery. MABE (manufacturer) has accepted to refund it after a technician diagnosis (control panel, scrolls, isolation, button, etc.). And then I went to the Kirkland store and they proposed to change a new one for me instead of refund. I did not get the new one after 11 months. The store called me several time to delay the delivery (last message said to delivery on Jan 2022). Now, the range is out of service and the store ignores it. read more

Bunch of CROOKS! Bed was damaged during delivery and now I have to sleep on the floor for 3 weeks with absolutely no compensation from Brick! Everytime I call I'm given a new version of the story with a new delivery date that is always further away. read more

A Big barrel of lemons for The Brick Pointe-Claire I'd like to share a very negative experience we encountered with The Brick in Pointe Claire. I went shopping for a King size Box Spring and bed frame last week with my husband and decided we would like one that matched out mattress which was a Sterns & Foster. Seeing as The Brick are one of the few places that seem to be exclusive for that brand (think twice before buying Sterns & Foster), we went in to purchase said items. We were served by a salesman named Nick who quickly sold us the box springs & frame and then proceeded to tell us that they were not in stock and would take a week before we could expect delivery. We went along with it, since we were still sleeping on our old bed in the meanwhile. Fast forward to Saturday August 26th (a week later) and we receive a call that the goods were going to be delivered tomorrow (Sunday August 27th) between 9:40am and 12:40pm. Finally! We quickly got rid of our existing bed to make room for the new arrival and then patiently wait for delivery. At 12:40pm, the truck shows up with a queen size box spring which clearly is the wrong size. Realizing the error, the delivery men pack up the wrong box spring and tell us we have to contact the store. They depart and leave the bed frame behind. We get into our car and go to The Brick to see what they can do (as there motto on their invoices is "it is our commitment to serve you, our customer ). We line up at customer service and explain the dilemma to the woman at the counter (Andrea). She tells us that we won't see another delivery until next Tuesday, maybe Wednesday. We explain to her that we already have been waiting for a week for this box spring and that my wife and I who are both in our fifties no longer have a bed to sleep on since we discarded of the one to make room for the new one. She was apathetic about our situation (in fact seemed like she couldn't care less) but said she would speak to the manager to see if they could do anything. She returned to say that if we would take something they had in store they would get it to us. We reluctantly accepted to take a box spring that would not match our mattress and then she says "Okay ... delivery will be Tuesday or Wednesday). What?? I exclaimed, you are offering me the same delivery date that you did in the first place but now you want me to take something that you have in the store instead of what I ordered? I told her to never mind everything and just refund my money to my credit card. She replies "I'm sorry I can't refund you until tomorrow because the invoice is not available at the moment". I tell her that tomorrow is fine, but just to be clear you are refunding the entire total; correct? She tells me that if I keep the bed frame then they will still charge the delivery fee. What?, the bed frame easily fits in car and needn't be delivered I explain to her. She tells me that I need to bring it back if I want the delivery fee refunded. So guess what, another trip home and then back to The Brick for me. I arrive back and get this, she then informs me that I shouldn't have brought it back and they are not responsible if it gets lost in the store. So, 3 trips to The Brick and nothing to show for it. In fact, as I write this they are still holding both my money and the goods. If I don't get credited tomorrow, I will call my bank and dispute the charges of course, but still a hassle nonetheless. Through all of this, the manager never came out even out once to see if he could help us. Despite the fact that this was completely there error and we are just the innocent victims, there were no apologies from anyone at anytime for anything. So all this to say we had a very negative experience there and so a very big bag of lemons to The Brick (although I don't know if they are all as mismanaged as the Pointe-Claire location) read more

Ok so not sure why people are making such negative comments. I guess you need to meet the right sales professional. If you go, and we will go back for our appliances, ask for Mouna Belali. She is a very patient, experienced and helpful woman. She took the time, and spent a lot of energy helping me and my wife and we eventually wound up buying furniture for our living room, den, family room and as I said even though Mouna wont be the person we will deal with for appliances she is the reason we will be going back. Mouna is the "go to girl" when you get to the store. We looked at 7 or 8 different sets of furniture went back and forth and all in all took 3 hours of her time. She never walked away, she offered suggestions and in the end she sold us the protection plans as well. She is a consummate professional and was a pleasure to work with. read more