Avoid The Brick's Furniture Insurance - Misleading Terms and Poor Customer Support I'd like to share my disappointing experience with the insurance policy offered by The Brick when purchasing furniture. In March 2020, I bought approximately $4,000 worth of furniture from The Brick's West Vancouver (Park Royal) branch. The sales clerk strongly recommended their insurance plan, which cost $399. One of the key selling points was that if no claims were made during the five-year coverage period, I would receive a store credit equal to the insurance cost. That seemed fair at the time, so I agreed. Fast forward to August 31st 2025, I returned to The Brick to purchase a coffee table and asked about my $399 credit. To my surprise, customer service informed me that the credit had expired two months earlier--apparently, it was only valid for 90 days after the five-year mark. Let's break down why this policy feels deceptive and unfair: * Lack of Transparency: The 90-day expiration was never clearly communicated. It wasn't mentioned during the purchase, nor was it included in any of the documents I received. * No Notification: Over the years, I've received countless promotional emails from The Brick--but not a single reminder about my upcoming credit or its expiration. Why prioritize marketing over meaningful customer service? * Passing the Buck: When I raised the issue, I was told the insurance company is independent and The Brick couldn't help. But as a customer, I bought the policy through The Brick and expect them to stand behind what they sell. * Customer-Centric?: The Brick claims to be customer-focused, yet this experience suggests otherwise. If they truly cared, they would ensure customers are informed and supported--not left with vague excuses. In summary, I strongly advise against purchasing The Brick's furniture insurance. The terms are unclear, the follow-up is nonexistent, and the customer support is disappointing. It feels more like a strategy to boost profits than a genuine service. If this is how they handle a simple credit, I seriously question how fairly they handle actual damage claims. read more

My husband and I were in the brick for an impromptu coffee table expedition because we noticed they were having a tent sale. We ended up purchasing a chair, a coffee table and side table as well as a table lamp. Although several staff members came to us to help there was one who stood out above the rest. After looking for well over an hour (and picking out a chair) we were actually planning on leaving without a coffee table, but Lina Ginerva went out of her way to help us find the right coffee table for us. She was not pushy and did not attempt to up sell us on things we did not want or need. She made us feel very comfortable which made the experience enjoyable. We were looking at items within a certain price bracket but did not tell her our budget, however, she seemed to instinctively know what our budget was and did not show us items that were above it. Moreover, she double checked all the prices for us, even checking on if there was a package price for buying a coffee table and end table together and continuously informed us of how much we were spending. When we wanted to discuss things amongst ourselves she made herself scarce but when we needed her she was there. It felt more like shopping with a friend than shopping with a sales person. We will definitely seek her out for any future purchases. Also the sofa we bought off them 3 years ago had a spring loose but we had a warranty so while we were there we stopped in at the customer service desk. Theresa greeted us with a huge smile and took all our information, she gave us all the information we needed and let us know that she would contact us the next day to set up a time for the service people to come check it out. She called me an hour before I was expecting her call and gave us our appointment. She was nice and helpful and was pleasant on the phone as well as in person. Given that the big tent sale was going on, you would think that the customer service might suffer but as usual, it was an enjoyable experience. read more

Horrible customer service! I needed a new couch & living in a centry home my doorways & rooms are small. I spent 2 months researching couches & found one from the Brick. Tried to order online but due to something in their system, had to talk with Greg. Went over & over what I wanted. Fast forward to a couple months later when it is delivered & its the wrong couch. This couch now leaves me a 17" pathway into my living room due to the wrong facing sectional they sent Called Greg & he was no help. Asked for a manager & got Gilda. Again, no help. If you can ever get a phone call back or getting them when they are working then good for you. This has been 3 weeks of me having to try to contact them. They are refusing to do anything & basically saying deal with it. They are saying I ordered the wrong couch. (keep in mind I spent 2 month finding a couch that would fit so I knew exactly what I wanted). I work retail & if I made a mistake on an order, I would admit it & fix it. The Brick doesn't. I was going to order bunk beds for my sons from them but never buying from them again & telling everyone I know who needs furniture to steer clear of them. So now I have a couch that blocks my living room & leaves me a 17" pathway. Right before I get knee surgery. Should be fun trying to get through that 17" path on crutches. read more

I purchased furniture and a bed from The Brick around 8 months ago, and while the initial experience seemed smooth, I've encountered some issues recently that have left me disappointed. Firstly, I was offered a "free" insurance plan at the time of purchase, but now I've realized that they want to charge me for it. This feels misleading and is not what I expected when I accepted the insurance plan. Additionally, I experienced an unexpected financial setback, causing a slight delay in one of my payments. To my surprise, The Brick charged me a significant amount for this minor delay. A five-day delay should not result in such a hefty penalty, and I find this to be an unreasonable and punitive approach to payment handling. I believe transparency and fairness should be fundamental principles in any business. It's disheartening to have encountered these issues after what initially appeared to be a promising transaction. I hope that The Brick can address these concerns and improve their customer experience in the future. While I appreciate the furniture, these recent experiences have left me with reservations about recommending The Brick to others. read more

I had to replace a dishwasher in a hurry this past weekend. Having a working DW is a must-have in our family and ours quit suddenly. A friend of mine buys a lot of appliances from the Brick at this location for property management, and she highly recommended Jag (Jagjit) in Appliances. I wasn't disappointed. He know all the dishwashers and their feature and gave my wife and I good direction. And, we got a great price - I'd already checked prices online and the price was very competitive. He verified which ones were in the warehouse in stock, since there's a shortage of appliances due to Covid-19. In about 15 minutes, we narrowed our choice down to one that fit our needs and our budget and we were out the door. You have to drive to Delta for appliance pickup, but that was simple and the warehouse staff people there were fast and friendly. I don't have their names unfortunately but it was about 12:30 pm. Long story short, a quiet new (LG) dishwasher was up and working before dinner. So far, so good! read more

KEEP AWAY FROM THIS STORE. Customer Service led by the store manager DONA are rude and yell at you if you call them over the phone for any product related queries. I recently got scammed by their bogus and dubious WARRANTY policies. They simply just want to rip people's hard earned money. The salesperson (by the way very poorly trained by the store manager DONA) will sell everything and promise everything during the actual sale. But, try calling them or enquiring about what was promised, they would either yell or behave as if we are the ones at fault. WORST STORE AND WORST EXPERIENCE IN MY LIFE. WILL NEVER EVER GO TO THAT STORE AGAIN AND FOR THAT REASON "THE BRICK" IS A NO NO FOR ME IN THE FUTURE. Just a honest suggestion people "Beware of this store". read more

I am extremely disappointed with my recent bed purchase from The Brick. The quality of the furniture is incredibly poor, and the customer service has been terrible from start to finish.During the sale, I was forced to buy their expensive third-party assembly service under the promise that it would guarantee a "hassle-free" experience. This was completely untrue. To make matters worse, the staff lied about the return policy. Now that I am unsatisfied with this low-quality product, they are refusing to help or honor what was promised.The Brick uses high-pressure sales tactics and deceptive policies. Save your money and shop elsewhere. read more

My bf and I are moving in so we decided to get a new bed. Our initial plan was to find one ourselves without really asking for help. When we got there it was apparent it was overwhelming luckily a SA approached us, he was not pushy at all but definitely knew what he was talking about! He's very passionate at what he does and is fantastic SA! If you're looking for a great quality bed go here! read more

Purchased a freezer at the store, found bottom corner damaged after box opened. However, The brick said they are not responsible for the damage due to outside of the box looks ok. Even I showed them bottom form damaged. Very bad experience. I'd like to rate 0 if I can. read more

Unethical business practices in the way they promote their products. We will NEVER shop at the Brick ever again. Would have put 0 stars if the system let me read more

These clowns will rip you off. Beware!!! I will never shop there again. They are the scum of the earth.