1 star - Extremely disappointed with their policy. We purchased a stove from this company that cost over $1,000. When it arrived, we realized it was not what we expected and we didn't like it. We contacted them the very next day to request an exchange. The stove had not been used and was still in the same condition it arrived in. Unfortunately, we were told that they do not allow exchanges or returns. As a result, we are now stuck with a stove we don't want. For such a large purchase, it's very disappointing that there is no flexibility in their policy, even for an immediate request on an unused item. It leaves customers feeling like their money doesn't matter. This was my first purchase with this company, and unfortunately it will also be my last. There are plenty of other places to shop that offer more reasonable and customer-friendly return policies. read more

I am very unhappy with my purchase of my recentrecliner. It's super uncomfortable to the point of neck pain. One can't really know that after sitting in a sample in the store. I called and asked if I could return it and they said no. I even asked for a store credit and still no. I won't be recommending this or any other Brick store any time soon. I would also point out it says no where on the invoice that it can't be returned. Very poor customer service. read more

We ordered a new stove. They took one look at our driveway which had snow on it and said they had to reschedule because of ice. We immidiately shoveled our driveway and it showed that there was no ice under the snow. They said sorry they can't do it and left. That was the 2nd time they rescheduled. They are lazy. Don't bother ordering during winter, they are scared of snow. How about you get shoe spikes for your workers? They are wasting our time. Had to take work day off to receive it. They don't even say when they are going to be to your house. read more

worst shopping experience, not just from brick, but my First Ontario Visa as well, Over paid for a recliner, called and they promised me money back. Just got back from The Brick Centre Mall, where I waited at the customer desk for 10 min. as four employees behind the counter at their desks ignoring me, finally I was told that the brick doesn't refund cash as that is what I paid for the recliner, I feel there are people at The Brick who contacted me to tell me I can get my refund at any brick outlet. But at the Centre mall they couldn't give a turd read more

I hope I can choose -1 start for this business, so disappointed the delivery day I waited all day when they was scheduled in the morning range I paid extra to put the furniture together since I live alone with physical limitations, the sofa was missing parts unable to use it and the dresser is all messed up it doesn't look right, passed 2 months and still waiting on them to bring the pieces for the sofa and to fix the dresser. If I read before the reviews I will never go to The Brick, they just a fraud and irresponsibles they should not be in business at all. read more

Poor delivery service and co-ordination. the first time they were supposed to deliver the mattress we purchased, they sent us a queen instead of a full. And now second time we has arranged to have it delivered friday but I received an email saying it wss delivered today. obviously not! we have no new mattress and they didn't come take the old one. Horrible. read more

Wow, not going back to the Brick again. Made to feel like I was bothering the sales girl. What's with the upselling? Everything was an extra cost, advertising a great tent sale, I left, not worth my time. Went to another mattress supplier, done deal, less than an hour, next day delivery! read more

I bought a fridge from the brick at upper james sales person Patrick very Patient friendly I will definitely come back again and asked for Patrick thanks again read more

We went to Centre Mall location and spoke to salesman. We said we want to buy a freezer and we came here because you will remove the old one. The salesman said yes. There was no shopping or showing needed, we knew what we wanted. All the salesman had to do was fill out the delivery order. Sadly it must have been too complicated for him as he did not put anything about the removal. So when delivery happened and the old one was not removed I called the store..they basically said too bad so sad... we will give you $50... not good .....then spoke with store manager and same thing... too bad so sad.... we will give you $65... not good enough....spoke with head office...and they said same thing ...$65... why don't they understand its not about the money...it's about the service... the PROMISE.... now we have to arrange to have this removed from our apartment as we are not lifting a freezer.... NEVER shop there again.. too bad so sad ... NEVER AGAIN read more

Absolute trash. Delivery guys were rude and delivered half what I ordered and placed it on the side walk. Scratched up my dryer

Their customer service shocked me by their bad attitudes and disrespect. They have a sketchy return policy (it states 7 days and the item needs to be unpacked) but they may plain refuse accepting the return even of an unpacked item. Also their delivery guys are rude if not hostile and they sabotage their work duties. Honestly I experienced the worst attitudes ever in my life at this store. read more

I am writing about a positive experience at the Brick store on Upper James.I was looking for a new fridge and I like to shop with low sales pressure.I was lucky to have found Fidel in major appliances.He was courteous,patient,knowledgeable and my favorite NOT aggressive or pushy.He let me look,even leave the store to look elsewhere.He was the reason i went back to the Brick to make my purchase.I will definitely recommend & keep Fidel in mind for future purchases. Mrs. L Ieluzzi read more

less then one star. ordered a bed had a delivery date the day they showed up didn't give me one minute to come from dropping my son off at school. second delivery day they showed up at my house with nothing in the truck. so unprofessional and the staff at hamilton upper James Brick all have bad attitudes. will never order from this store again. read more

Great location, great selection of mattresses. Nabill was extremely helpful and answered all of our questions professionally to help my partner and I narrow down our decision. He was very honest and didn't push anything on us. GO SEE NABILL! He is the best. read more

Brick Review I attended the Hamilton Mountain location located at 1441 Upper James St. on two occasions the first on was on Sunday February 21st, 2021 at approximately 3:30pm. When I arrived I was greeted by someone working the door and asked my Covid screening questions and allowed inside. A sales associate then greeted me and asked what I was looking for and I advised a couch (I am looking for other furnitures as well), we began to talk about what I was looking for in a couch. I further advised her that I was going to purchase using a corporate account. Once this was when her attitude towards me changed. She advised me that the corporate sales associate was in the back and walked away from me. This left me a little confused as I didn't feel overly comfortable walking into someone's office asking if they were the corporate sales associate. However, I did and met Tatiana and was told that she was the corporate sales associate. At the time, she was busy with another customer and advised me that she would be able to help me soon. I then walked around the store for another half an hour waiting for Tatiana, while other sales associates did not want anything to do with me. I just left as I figured she was busy. I returned to the store once again on Tuesday March 2nd, 2021 at approximately 2:00pm again I was greeted and asked my Covid screening questions, and greeted by a sales associate after. I told the associate that I was going to make my purchases through a corporate account. The associate said to me "thank you for telling me that, Tatiana is in the back" and then walked away. I observed the area where the couches were not to be busy as there was one other customer dealing with an associate and one other person at customer service. I also observed three other sales associates, one of them was sitting on a couch. I went to the back and saw Tatiana with another associate named Patrick working at one of the work stations. I approached them and introduced myself. Tatiana told me that she was not working today and that Patrick would have to help me. Patrick told me he was busy and would be with me shortly (However, he was not with a customer). I ended up walking around the store for another 25 minutes again with no one wanting to approach me, there was no customers entering the store, and I continued to look around. This is extremely frustrating as during this time when you have just reopened after being in a lock down and me as a customer willing to spend money is not even helped. I ended telling Tatiana that I was leaving and to let Patrick know that as I am not a customer to them, as they chose to not ignore me. I also just wanted to note I went to six other furniture stores and not only was I helped, three of those stores received my business. I would leave zero stars if I could, and I advise other to just avoid this location all together. read more

We purchased $10,000 worth of appliance from the Brick in Upper Jame Hamilton Ontario and we paid for installation and at the time of the purchase we were told by the sales person that all appliance are in the stock. 2 weeks later comes the delivery and they delivered only 3 piece. The delivery guy dropped the stove and left no installation or at least putting in its place. Called the store to find out what is going on. The customer service told us she has no Idea when the fridge will be in stock maybe in 20 days. Went back to the store to complain and ask for a refund met this really rude manager name Kelley she told us to get out of the store and she can not help us. I have never seen this level of unprofessional in my entire life. Now after all this they are saying we get you the fridge but not sure about the rest of appliances. We highly regret going to this store. I"m going to write a report to better better business bureau as well. read more

I had the worst experience with the Brick with my last purchase. I bought a bedroom set worth $1200. First of all the delivery people were horrible, they specifically said, "We'll call within a couple hours on the day of delivery to let you know that we're on our way" yea they called...when they were at my house! not ok! what's the point of calling my house if you're at my house already! they were waiting outside of my house and called me to tell me they were here? What on earth!? what happened to you'll call me a couple hours ahead? I could have been out and then what? Anyway, so when the pieces arrived they looked pretty nice, it was a dark brown wood finish. Well a couple weeks later the dark brown wood finish..started coming off! without me even touching it! Here I thought I was paying for quality items..and then the color starts coming off. it was all over the edges and then everywhere else, till today I still have this sitting in my room and I keep having to paint over it because the dark brown color keeps coming off..not what I expected. next time I'll go elsewhere to buy furniture items and hopefully get better delivery service as well. (all opinions are from my OWN experience) read more

No respect for the customer the manager trying to shut up the customer she only wanted to listen to the sales person who was the problem in the first place. Don't be surprised if you buy something and when you get home you find something else in the box no refunds even if it is their fault. Upper James store is very bad. I also had a very bad experience with this store last year. read more

Absolutely love the staff! They were all so kind and helpful on my visit. They are very good with their Covid-19 precautions, and overall I just had a really good experience there read more

Rude ass employees, my son who's 16 was called of a sofa just because they thought he would break it when he litterally was just sitting on it. Also have bought 2 sofas here and have ripped off so many times. read more

This is by far the worst company I have ever been to. First of all there customer service is a joke I ordered a mattress and there was no frame and they didn't set it up. Also they said they would call before coming and they just showed up at the door. I am never ever going to go to this company ever again. read more

The store has been accommodating in previous purchases, but I bought a product online and picked it up at the store (delivery is crazy expensive). I had a metal bed frame and a headboard purchased. When I took it home and built it the bedframe didn't line up to the headboard (nothing online said this was the case). So I called to ask the return the frame and buy the frame that came with the head board instead. Got a call back stating their return policy is only for items that have not yet been picked up. This is not a return policy this is a cancellation policy. The frame was built then disassembled and put back in original packaging. Not being clearer, either upfront with the bedframe not fitting, or by telling me I cannot return it, ruined this experience for me and makes them low on my list of furniture places. Right next to Leon's for putting commission first. read more

Worst customer service I have ever received. Had a bed delivered with 2 identical legs but no one can do anything until Saturday (today's Wednesday) at the earliest. My daughter has no bed to sleep on for days. This is only if they can exchange it otherwise no ETA. Great job Brick. Guess we won't be ordering the matching dressers. read more

My experience at the Upper James location is summed up with poor service and sub-par management, its all about the sale here. Treat your customers with respect and stand behind your products, there are many places to buy furniture. Save yourself the time and purchase elsewhere, avoiding headaches. read more

We purchased living room set. First delivery nightmare - between 9 & noon, no call & no delivery, we call wait 20 minutes & hear the driver is running a bit late be there in 1/2 hour, 45 mInutes later we call again, same line eventually arrive 2+ hours late. No customer service, no apologies. Furniture was damaged, work order, tech coming between 11 & 2pm, second nightmare, same routine and he arrives at 8pm at night, with no parts to repair & 6 hours late ! We reorder new furniture & experience the exact same delivery nightmare, no calls & customer service says including the manager, "things happen". DO NOT BUY FROM THE BRICK DELIVERY & CUSTMER SERVICE ARE HORRIBLE IF NOT NON-EXISTENT ! read more

We purchased a dresser and chest during Covid, took awhile to arrive. When it finally did we received an email saying it was ready. This is where things started going downhill. I called and received no answer so I checked their pick up hours online and it said they were open until 9, so we got in the car and left to pick it up. While driving I tried to call again to let them know we were coming. Still no answer. So I called again to check hours via the phone directory and that just said check online which we had done and said 9pm so I figured they were just busy so not answering the phones. We arrived at 5:15 and there was a sign on the door stating they closed at 5. So we drove there for nothing and weren't able to even speak to anyone to tell us this. Anyways we finally picked up the next day and got the products home. First problem one is broken in multiple areas. Second these look absolutely nothing like they did online. They are so cheap and for the money we spent could have bought something way better for the money. We hated them. So I called and no answer, and then emailed them immediately after with pictures included. A week went by no answer. So I got on the online chat, guy apologizes tells me he can't do anything to call the store. So I called, finally got through. The guys tells me I will receive a call about the return. 3 days after I did get a call, unfortunately it went to voicemail and it says "your replacement dresser is ready for pick up" what!? So I call back no answer, I email again saying hey we actually don't want them and would like to return them. Another week or so goes by with no answer my husband calls and gets through after a long hold. The customer service lady tells him they might be able to return our order and to email them, he explains we have. A few times. To which we never got a reply, she tells him "oh I'm going to give you a different email and please forward the other one with the pictures" ok so we do that. Another week goes by with no answer. We even expressed a credit to buy just a different set of furniture would be at least acceptable. This quality is terrible. So after we waited the week or so with no reply my husband calls back and this person now says you're out of luck, you can get the replacement for the damaged one but thats it. No credit, no returns. She stated the info about returns is online, which when I looked didn't seem to state this or at least clearly. This furniture was never used still in the original packages. The boxes were opened and we could see quality and the damages and immediately tried to contact them. You couldn't pay me money to to shop there, this is the worst customer service I've ever received. read more

Excited to buy a new big screen tv (Sony 65"-not a cheap purchase) last night. We get it home and open box to find/read directions and prepare assembly parts. There are no assembly pieces in the box-we had to lift the television out of packaging to see if the pieces were mistakenly put somewhere else. No such luck. Store now closed and Sony hotline not available. So today go to the brick & basically told call Sony because it's not their problem! What? The Brick got their money so no longer interested? Made NO effort to assist in correcting the problem-they sold us the giant piece of crap (and the extended warranty) without the necessary parts! Everything in our home is from The Brick but this is the first time we've actually had to test their customer service-they failed! We will never shop there again! read more

In store service and selection is ok. But when it comes to delivery and setup they are HORRIBLE. Maybe they show up, may they're late. They installed the legs on my new couch crooked, and instead of coming right back to fix it they told me I need to make another appointment. Another day off work waiting around for the Brick. Just go to Leons and save yourself the grief. read more

I am dealing with the Brick on Barton Street, Center Mall in Hamilton On. The worst place to ever buy anything ! Customer service is horrible ! The manager was very rude. I had bought a mattress at the brick, To make a long story short, This will be my 3rd mattress, the other two were replaced from being defective. They come tomorrow, May 8th 2016, to deliver the 3rd one. I wonder how long I will have this one before I have to have it replace again. And on all 3 mattress I had to pay delivery charges!!!! And the second mattress that they replaced was Feb. 27th 2016. A month a half ago. I would advise anyone, GO SOMEWHERE ELSE !!!!! read more

in 2014 we bought a recliner rocker, with 5 yr warranty. within 2 years, leg lift was broken, they fixed ok. this year 2 of the 4 rods under seat broke. brick sent man to fix. within a week, they phoned to say it was unfixable. they offered in store credit and i would have to pay for delivery and any warranty for it, they said i could keep said broken chair!! i believe the Brick should replace the chair, deliver it free and put the remaining 2 year warranty left on broken chair!! i WILL NOT recommend the Brick if not completely satisfied!!! read more