Confusing online buying experience: 1) when adding the dryer to my cart it prompted me to buy the vent kit if I wanted the appliance installed - which is good. No such warning for the washer. 2) then the appliance removal was unclear if both appliances would be removed 3) when scheduling the delivery they asked how many appliances I wanted removed qty 2 the invoice was only for 1 even though I am buying 2 new ones. So they gave me steps to add a removal online which was fine for and extra cost 4) next they couldn't book the delivery because I didn't have the hose kit this was never indicated prior. Anyway they tried to do the same online amendment but it repeatedly failed over and over. After several calls to the brick I eventually had to pay the hoses in person. Payment was quickly processed and my delivery was booked. 5) on the day of the delivery after waiting all day the delivery team dropped off the appliances but they can't actually install the gas appliances. 6) I have had to book a contractor to now install the gas elements of the dryer. 7) calling the brick to see if they will do the final install and level the appliances as expected - no they will not. So even though this was paid for as part of the appliance purchase agreement I have to install myself and hire a contractor for the gas. Not happy first and last experience shopping at the Brick. read more

Garbage. Was told my furniture would be in before the holidays. I have company coming over, manager and head office aren't responding. Spent a lot of money there to only have half a couch. They don't try and solve the problem and make the customer happy, they just ignore you.... read more

Bought a 85 inch Tv there and added the extended warranty. When it was delivered 4 days later the delivery guy took a picture of the box and left, never bothered to plug it in and confirm it was working. We unpacked it and plugged it in, only to see half a picture. We called the store a 1/2 hour after it was dropped off and they said we must have damaged it as the box displayed no damage. Wouldn't send someone out to investigate, just automatically said we caused the problem. Interestingly if the box "used to protect" wasn't damaged and we damaged it, how is it there are no marks on the tv to suggest wrongful handling. They refused to replace or refund. Looks like our only course of action now is small claims court. I'd never buy from this organization, they are nothing but a scam. read more

One of the worst shopping/customer service experiences possible. Bought a fridge from them on Nov 27 which was defective the first day we got it as it was freezing everything regardless of the compartment. They arranged for a technician to come in and fix it a week and a half later when a lot of our groceries were already spoiled. The technician advised us that the fridge was fixed so we went and stocked up on our groceries again. Unfortunately, the fridge wasn't fixed and instead of freezing everything was not cooling in the slightest. When we called them back they said they would set up a defective replacement but in the mean time would send a technician out again so we weren't left without a functioning fridge. The day the technician was supposed to arrive we called them and they said because it was set up for a replacement, we weren't eligible for a repair. So we continued to wait for a replacement. They said they were out of stock but that they should have more in by Dec 27, a full month after the initial purchase but when we called them on that day they said they didn't get them and maybe they would have it by Jan 9. On Jan 3 after no further communication from them, I called the store requesting to speak to a manager. As expected the manager was "in a meeting" as they always are. One representative who refused to provide her name was the one that we initially dealt with and denied advising things like we could get a repair while waiting for a replacement and was more focused on denying accountability rather than helping. Coincidentally she did advise that the unit had come in, though we had received no communication about it until we called to complain. I was put on hold to speak to a manager but another sale associate Vinnie answered saying he wanted to help me set up my delivery of my replacement or loaner item but I reinforced that I needed to speak to a manager. Eventually the Manager finally called me back and after giving him my complaints set up the replacement but then continued to deflect blame even stating they didn't even do loaners as Vinnie had mentioned and that he would request compensation for the lost groceries and time from the manufacturer. When I asked him why it was their responsibility that the Brick left us without a functioning fridge for 5 weeks he said that the Brick had nothing in place to compensate but he could give me his discount on my next purchase...like I ever want to shop there again... Not surprisingly they never followed up with me on the manufacturers response to compensate for the lost groceries. TL:DR - Sold us a defective fridge, set a technician that said it was fixed when it wasn't and finally gave us a working fridge after 5 weeks while deflecting all blame to the manufacturer. read more

My experience with The Brick was extremely disappointing. I purchased a sectional, and when it arrived, it was damaged. The delivery driver informed me that I could accept it but would have to keep it if I did. Having already gotten rid of my old couches, I had no seating, so I decided not to accept the damaged sectional and requested a replacement. They assured me someone would call that day to arrange the next delivery, but no one did. After waiting all day, I called them, and a representative promised to call me back in the evening, understanding the urgency of my situation since I had no furniture. However, she never called, not that evening or the next day. On Monday, I called again and spoke with a different, seemingly understanding representative who said she would call once the manager arrived. Unfortunately, no call came. Frustrated, I asked a friend to visit the store to find out what was going on. Initially, they said I would have to wait three weeks for the replacement, which I found unacceptable and threatened to cancel my order. Miraculously, they managed to schedule the delivery for that same week. Additionally, I had purchased tables that were supposed to be delivered and installed later as part of a promotion. When the tables arrived, the delivery team refused to do the installation. I called customer service to discuss this, and the representative who answered was combative and yelled at me, showing a complete lack of understanding of proper customer service standards. I don't blame the worker because she seemed new to country and have no idea how North American customers service should be. It's up to The Brick to train her properly. So she isn't combative and yelling at the customers This experience has been so negative that I will never shop at The Brick again. Despite spending a significant amount of money there, their treatment of customers has been appalling. read more

If I could give a 0 star I totally would have. We have had nothing but problems with this company it is ridiculous. We bout our appliances back in 2021 our fridge was in stock at the time but they asked us to wait for our stove and dishwasher to be in stock before delivery. We agreed. It took almost 6 months to get a call that our dishwasher and stove were in stock. We were super excited to finally get our appliances only to be told they gave our fridge to someone else since we didn't take it right away. We had to wait another few months for our fridge to come in. When it was delivered it was damaged. We were offered a credit for the damage or wait for a new fridge to come in which was now on back order again. We decided to just take the credit and be done with it. The fridge died after a year of owning it. We were at the time happy we bought the extended warranty only to find out they won't service our area and their other technician won't service LG. They then offered a credit to purchase a new one. Only to find out we had to pay back the credit we originally received for the damaged fridge. It took over a week to get a new fridge once it arrived again was damaged with a giant dent. They refused to replace the fridge and offered to find a new door. I just told them to give me the extra money I had to pay and would never use their company again. Awful company and horrible warranty program. Definitely a lesson learned. Horrible experiences each time. read more

The Brick - Electronics Near Me - Kitchener, Ontario

Bought a sectional there.same day it was delivered there was a big indent in the cushion..Doesnt lay right on the base of the couch..no padding in the arms..wood creaks..have waited over a month for a technician..(must be really busy trying to fit in all the unhappy buyers who bought from the brick)..had to go as far as having a charge back on my credit card until this gets straightened out...Customer service is just as bad as there furniture..Rebecca is a rude ignorant manager..Shop anywhere but here.... read more

This situation is so sad! I bought a king size foam mattress at The Brick in Kitchener, after few months of use I notice it was bad to my body so I claimed the warranty and had it exchanged to new coil system king size mattress (cost of 3 thousand). After 3 months of use I have noticed it sinking down, I immediately claimed the warranty. The technician came to inspect the mattress and notice that it was already sunk 1 inch. After all this, my body and back already hurt, I got the information of the claimed was refused because the warranty says the Mattress has to sink 1 1/2 minimum in order for replacement. Mattress 3000.00, and got this joke! They do what they want to sell. then after, that's what the client gets! never again buy anything at The Brick! Poor quality! read more

Bought a Bedset and a reclining chair during black Friday. Was told they would arrive mid January. Called back in today and was told one item was delayed till mid February, the other till early March. Keep in mind i called them not the other way around. No effort done to make things right or keep my business, essentially just told I can wait (3 months+ now) or cancel. Do I feel like a valued customer? Not at all. read more

Was told a 2 week wait period for delivery, ended up being 4 weeks. When the bedroom set was delivered, half the pieces were broken. Had to wait 4 more weeks for the replacement and was given a credit. In order to get the credit, they were lowering the value of my warranty - pathetic. When we decided to pay off the balance 5 months early, they are now not honouring the credit. Have been emailing to resolve and am now being ignored. Will NEVER go here again and will encourage others to do the same. read more

I've made numerous purchases here and they are absolutely an amazing company. My entire family buys here . I have referred them to all my friends & everyone has been happy. thanks brick for great pricing and for being there year after year after year. When company's are closing down the brick continues to shine read more

Over a month ago I had made a large purchase of an entire bedroom set, TV, TV stand, living room furniture. Order was entered incorrectly. Once I had discovered this, my delivery date was cancelled. Now I am looking at delivery in 2 months, 3 months after original purchase. When I confronted the store manager, I was treated belligerently. Repetitively told that if you don't like the situation you can cancel your order - obviously very frustrating after having made plans for over a month for delivery. Overall very poor service, and zero interest in timely delivery, and really dishonest sales. read more

Bought my couch 6mos ago. It is now ripping at the seams, the cushions are deformed and the pillows it came with are ripping. I have never seen such crap. I called today to tell them I am not pleased with my experience and was told the only 'choice' I had was to have a service rep come and look at the couch. From there I would be given options as to what to do. When we bought the couch (for $1600) we also bought the warranty. What a waste! We were told at the time that it would cover any rips. Now I'm being told that is not the case unless it leather. Don't you live being lied to so someone can get that extra bit of commission? Before buying this couch we had an amazing couch (just too big for our space) from Ashley Furniture. We've had that couch for over 5 years and there's not a single thing wrong with it. Oh, and we only paid $800 for both the love seat and couch. I WILL NEVER BUY FROM THE BRICK EVER AGAIN!!!!!!!! Update - March 7, 2014 It's now been a week since my couch was 'fixed'. To be clear, rather than giving me a new couch, they had some tech come, dismantle the entire couch in my living room, put new cushions in and leave. When he left, he left behind a mound of couch staples behind for my one year old son - so kind of him. He also left behind the old couch cushions. He told me he didn't have room in his truck - my question is if he gave me pillows from his truck, how is there magically now no room??? Must be another dimension. In addition to this, the couch was not put back properly - being a sectional there are hinges where the section meet. The couch was not put on these hinges, now there are gaps where the meet. In addition on of the jokes in my photo was not fixed, we were not given/or did they fix the accent pillows - also in my photo, PLUS, and here's the real kicker, the couch cushions are caving in AGAIN!!!! Man I HATE this place. Update - May 15, 2014 In the past week I have been: Lied to by the tech who came to 'fix' my couch again. Someone extremely unprofessional and obstinate - Tech Neil Told I don't need to be satisfied with how my couch was fixed, nor does it need to be fixed to original condition - Kitchener Store Sales Person Jason Hung up on twice when asked to speak with customer service manager. I HATE THE BRICK - next step, I'm calling the media. July 15, 2014 Couch is still not fixed from my last call with the Brick. I did hear from customer service, but I have told them I will not allow Tech Neil in my house again after his harassing words. They told me he is the only person in the area that does repairs. I told them this was unexpectable. I asked them to contact the company that does the repair (the brick contracts repairs out to local companies) and ask for a favour given the circomstances. I am still waiting to hear back. I spoke with them over a month ago now. In the mean time, my original warranty has lapsed, it's now over a year, and we are into the extended warranty we purchased. In addition, my couch continues to degrade with the coushions caving in and the are rest collapsing. What a piece of crap! read more

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Horrible service. I was sent by another store to this store to swap out a wrong chair they sent as a set as the replacement chair was discontinued. Customer service said I could but the floor manager (JR) said we could not. They had a 5 pc set and a 4 pc set (table and 3 chairs). They would not break up any of the sets even though they were damaged in some way or the set did not match. Go elsewhere as they do not have good service. All we wanted was a matching chair to our set that we bought. Took them back and went somewhere else. JR should not be a manager. read more

Sneaky sneaky! When we bought a sectional a year ago we also bought the extended warranty. It was supposed to cover all issues with the couch (construction, rips, tears, etc). When it came time to repair the sectional (after only a year? ridiculous!) we were told they were unable to fix the broken section because they no longer make that model and they have no more in stock. Instead we were offered a small store credit towards future purchases. Interestingly enough, we visited The Brick recently and found our sectional sitting on the sales floor! We asked if it was available and if we'd be able to get an extended warranty on it and the salesman assured us it would be possible. Clearly someone is lying. They sell cheap furniture at cheap prices and convince their customers to purchase a warranty that they'll refuse to honour in the future. From this point on we'll be taking our business elsewhere. (As well, it's interesting that all negative reviews for this company have been flagged and sent to the "not recommended" section. As I said, sneaky!) read more

I have purchased furniture and appliances from this store many times. Five years ago I purchased a dining room set and purchased the 5-year warranty. I had a big mark on the top of my table this year, and not expecting much contacted them about the warranty. I spoke with the original salesperson, Jag and within a week, had a brand new table delivered to my home following strict COVID protocols. A very satisfying and professional interaction all round! read more

I've made 3 large purchaces at the brick and have had a bad experience each time. Either your delivery date is changed or your product comes dammaged. Their customer service is discusting! The manager doesn't even phone back customers with an issue. If you have an issue you deal with 10 different people who don't communicate with each other. It is a joke! I recommend going to a small business that will take care of their customers;Especially if you're willing to drop a large amount of money. read more

If no stars was an option I would give them that! I purchased a sectional and bought the extended warranty being told anything and everything is covered well when I went to use the extended warranty I was told no and that it was now null and void! They do not stand by their mission their customer service is awful! I will never set foot in another brick and will be telling all family and friends to stay away!!!!! Just awful and such disappointment in a large corporation like the brick! One very unhappy customer!! read more

We made a really bad experience at The Brick. Not so much with the item we bought but rather with the approach how The Brick treats their customers. We bought a couch about a year ago (bonded leather) and were talked into buying an insurance for 5 years. We just learned now that the insurance that was suggested to us does actually NOT apply for our couch! The couch has a small tear (which was part of the things the Lady selling the couch & insurance listed as covered when talking about the insurance AFTER we had decided on the couch), but now we were told since it's bonded leather it does not apply as this insurance only covers tears in leather! If you feel the absolute need to buy something at the Brick, DO NOT BUY INSURANCE with it. It's the way they try to make money, and to us it appears that they'll always fond a way out of not having to repair or replace the couch. The worst experience we had, however, was when going to The Brick and talking to the manager about it. The manager, an Indian (gentle????)man was very arrogant, and was not interested at all in what we were saying nor believing a word of what we told him. We had also told him that we were talked into buying this insurance for 15 minutes, to which he responded "Well, if you don't understand what's covered in an insurance after 15 minutes, I really can't help you". That's how you treat your customers at the Brick, always with the utmost respect..... We will definitely not go there anymore! read more

We recently bought an automatic washer from The Brick. We asked if they could take away the old washer when they deliver the new one. They said no problem. They requested that the old be disconnected. So on the day of the delivery, I had all the lines disconnected. The driver called when he was five minutes out and requested that the machine had to be "sanitized". So I got some disinfectant out and went over the machine, wiping it off with paper towels. The driver came and said that the old machine was not disinfected properly and that he would not take it. There was a spot between the console and the main body of the machine where there was some dust that I missed. I wiped it off. Then he put on a pair of gloves and ran his hand all over the machine. Then he showed me the glove. He said, look at the dust on my glove. I'm not taking that machine. Then we started to argue a little, and I finally told him to get the F--- out of my house. As far as I'm concerned, this is a breach of contract. They said they would take the machine and I met the criteria set forth by the sales rep. I even dragged the machine out of the laundry room and put it at the base of the stairs to make it easier for the delivery people. I have placed many large items out for garbage curb-side pickup since this covid thing. I never sanitized any of them and garbage collection took them away, no problem. I can't for the life of me why they would put someone on a delivery truck so arrogant and lacking in rapport skills. The only thing I can think of, is perhaps he's the general manager's son. One thing for sure, I'll NEVER go back to The Brick, and I'm going to report them the the Better Business Bureau and post all over social media what kind of negative experience to expect when dealing with The Brick. read more

I purchased a TV stand for my new TV at The Brick and what a mistake that was. Thank God the TV itself was not purchased at The Brick. First, they (the location on Mavis Road in Mississauga) didn't have it in store so they sent me to their warehouse to pick it up. Having to wait an hour in the cold by some warehouse dock was not very much fun. Second, when I opened the box and took out all the pieces to assemble this TV stand, I realized that two of the pieces were missing. I tried to return the item to the store where I purchased it to get either a refund or at least an exchange but I got neither. Both managers hid behind store policy (once the box had been opened then there was nothing they could do). I was told to call a certain phone number and the missing pieces would be shipped to me. Somehow, that didn't make me feel very good. One of the two managers practically laughed in my face (his name is Vince). By the way, how is someone supposed to know there is a problem without opening the box? Using that business model, they could try selling bricks in TV boxes. When an angry customer would try to exchange the brick for the TV he/she paid for then he/she could be told about store policy ("you've opened the box so there's nothing we can do.") I am obviously never going there again and I hope to encourage as many people as possible to do the same. This TV stand has been such a hassle I don't even want to look at it even if I get those missing pieces. I think I'll just try to sell it on Craig's List at a discount. Incidentally, I have been told that there are many items from The Brick on Craig's List. All disgruntled The Brick customers? Vance M. read more

WORST EXPERIENCE EVER! (THE BRICK, KITCHENER) We bought our furniture on August1 2015... and it was out of stock so we were told we will have to wait until Sept. it was supposed to be delivered Sept 4th.. and we were okay with that. BUT IT DID NOT COME... NO phone calls to tell us its coming at the end of September.. NOTHING!!!!!!... AND to make things worse.. the people working there are NO help. Numerous messages were left for the manger to phone back.. and they NEVER did! not only that... but when I called I was told the manger was busy and he will call back. When my spouse called he was told the manger was not in.. (I swear my file was flagged or something and no one wanted to deal with us) if you must........ go to the waterloo store.. That Manger is actually very nice.... this store is horrible... NEVER SHOPPING THERE AGAIN! Do yourself a favour and DO NOT GO THERE. read more

This Brick store really changed for the worst over the last 6 years .Their customer service is horrible,their furniture to me is garbage.I use to buy everything there until just 2 months ago when I purchased a new sofa,love seat,coffee tables.When I got the tables they were all scratched up so I called and waited 3 days for another set and they were scratched up as well.So instead of waiting three days for the same junk,I returned it myself and said for mt troubles I would like to get a different set for the same price and they said to bad no way so they lost my buisness for good and maybe i should send them a bill for delivery.They did not want to even take the amount off of my bill they wanted to give a store credit only. read more

Customer Service at this Brick is terrible. I ordered a bunch of furniture, payed, and set up a delivery date two months in advance, but it's been two weeks since the delivery date and some of the items i'm still waiting on. They down seem to give a darn at all! If you want your furniture delivered remotely close to when you specify, DO NOT ORDER FROM THE BRICK! read more

I agree with the other review! I bought a washer and couch at the brick. The washer came on time but they didn't even include the hoses, I had to go buy them seperately and pay $16, any other time I've bought a washer it came with the hoses. They told me the couch would be delivered on January 16th, it is now the 28th and still no couch! They have been telling me it will be in in the next 5 days for two weeks now. I will not be returning to this store. read more

bought a tv from there it will be the last time .we had to wait three weeks after we purchased the tv to be able to go get it in the toronto warehouse, at my own expence . read more

The October before moving into our new home, we bought new furniture from The Brick. We bought it on a don't pay for a year (admittedly, I thought it was don't pay for 2 years). When the two year mark was approaching, I was anticipating a bill so that I could pay it, in full. I received word from the people who bought out old house that there was mail for me there. To my dismay there was a letter from a lawyer wanting the full amount from The Brick. I was confused so I called The Brick, who differed me to a credit collection agency. This is where I realized my error. My issue is that The Brick did ABSOLUTELY NOTHING to locate me, stating they did not have my new address. YES THEY DID!!! They delivered the furniture to the new address!! I was absolutely furious at the laziness of the staff in not even looking to find the address. I didn't drop off the face of the earth!! And to boot...the furniture we ended up throwing out because it was no longer any good. Every seat on the couch, love seat and chair are all permanently sagging in and down!! NEVER AGAIN WILL WE STEP FOOT IN The Brick store!!! read more