Our fridge stopped ten days ago and no body has contacted me from their service provider "King and state". I've sent them voice messages, emails, filled their online service request firm, tried escalating though the Brick store but nobody has got back to me. Meanwhile we are without a functional bridge (Frigidaire fridge that broke down after just one year) and had to throw away all the food. Very bad experience dealing with The Brick. Never buying anything from them ever again. read more

Shit experience. Wanted to purchase a mattress on clearance.Their computers were messed and I had to go to an appointment . Salesman Omar said he would hold it for me. Came back to pay later that afternoon and he said he sold it to someone else. Slimey is the only word I can think of. Would not go back....ever. Can't be trusted. read more

No customer service after sale, save yourself the aggrevation. Orderd an entire living room and dining room.. had everything in he house moved after repeadily asking the Brick to confirm delivery. Upon delivery date all they could say was sorry we must have missed it. Shop local .. perhaps a little more money but way less aggregation. read more

I will never shop at the Brick again! I went in to buy a tv At the Brick on West Hunt Club in Ottawa. My only criteria was that it couldn't be more than 17" tall and had to be a smart tv. The young salesman tried his best but between choosing a tv and ordering it, the size went from a 32" to a 40" which I did not notice till I got it home. It didn't fit in the space I had. I returned the tv and dealt with a "more experienced " salesman. He checked on line for the dimensions and showed me that the height was 17". I asked if this included the feet and he said yes. I brought it home and it didn't fit. The 17" was for the screen only. I called and spoke to a manager. I explained the problem and said I wanted to bring the tv back. He told me that the first return was "a courtesy " and that they didn't do more than one return. I told him that, since the error was on the part of his staff, I felt that I should be able to return the tv for a smaller one (or get my money back). He said that he would speak to the salesman the next day and get back to me. He never did. All my efforts to reach him were in vain. He never returned any of my calls. I have never heard of such a restrictive return policy. They should inform their clients prior to purchase. Buyer beware! The customer service at that store is non-existent. read more

Very very very bad delivery service, I waited 30 minutes outside Was freezing and the delivery guys are very rude they treat customers like their delivering free merchandise. NOT RECOMMENDED AT ALL read more

This is my first review. My experience was so negative here that I had to share and warn others not to shop there. Sales associate was good, of course, but once the sale is made, you're on your own. ZERO customer service. Major issues with deliveries. As another reviewer said, they do not honour their delivery dates and apparently do not even know their policies that are outlined on their website. NO ONE ANSWERS THE PHONE. You literally have to put your phone on speaker and let it ring for 5-10 mins until someone picks up. I learned that after trying to reach them for several days in a row; to the point where I thought the store had closed for some reason. There is no answer service and no one responds to emails. Terrible experience. almost cancelled the order. Never again read more

On Dec. 14, 2020, I ordered and paid for a KitchenAid stand mixer online from TheBrick.com as a Christmas present for my daughter. The product was supposed to be available for pickup from the Ottawa West store at the beginning of January. From then on, the store repeatedly told me the product was back-ordered and the manufacturer/distributor did not have stock. Each time I called they gave me a new date. Finally in late February I was told it might be available March 18, but there were no guarantees because, in the words of a store employee, "the manufacturer is still out of stock". Finally I called the manufacturer, KitchenAid Canada. They assured me they did have the product in stock and would be happy to ship it to The Brick if requested. Based on that information, I called the store again. Two people, including the store manager, insisted there was nothing they could do because the product was shown as out of stock in their inventory system. The store manager said his hands were tied but if I wanted to I could contact head office. He gave me an email address that bounced because, as far as I can tell, it only accepts internal email. Eventually I found an email address for the president of The Brick and sent him my complaint. I will update this review as things develop. UPDATE: A couple of hours after I emailed the president, I received a call from another senior person at the company. He was apologetic and very professional, and promised to find out what went wrong. He called back that same afternoon. KitchenAid makes this stand mixer in something like 32 colours, including at least two nearly identical white models. He said they didn't have the one I ordered but they did have the other one, and he would make sure we received it. So... full marks to the executive team for jumping on this immediately. But, really, it shouldn't take the intervention of a senior executive to resolve a pretty basic customer service issue. Unfortunately, when you buy online for pickup (pandemic-style) your order goes to a local store and at that point you're in the hands of staff who appear to have no ability to resolve relatively simple issues. At any point in the last two months, the person I repeatedly spoke with at the store could have offered to look into this. Perhaps she isn't empowered to do that. Her boss, the store manager, didn't even attempt to help. Anyway, my unsolicited advice to The Brick is to empower its front-line staff to look into problems and see how they can be fixed, rather than just telling them to keep calling back every few weeks. I will update this again. FINAL UPDATE: I've been assured that the stand mixer is on its way. All's well that ends well so I am raising my rating from one star to three. But I'm convinced that The Brick needs to improve the way it responds to customer service issues. read more

I had such a bad experience with this store. They don't honour online delivery dates. And they have terrible customer service.

We have purchased a few items from this store but I do not appreciate the fact that I am now on a list where I am receiving promotional calls urging us to buy more items .. If you do not want these promotional calls, do not share your phone number or personal information with these folks... read more

Customer service at the brick is abysmal at best. The staff look upset and bothered that you're there shopping. They stand around chatting with each other, making it extremely uncomfortable to approach any of them with questions. Trying to organize shipping was painful. I called customer service, the representative who is suppose to assist was full of attitude off the start like I interrupted her and ruined her day with a hello. After confirming my delivery date, I was told by the representative that we are called the day before the delivery and given a three hour window, which is fine. Although, she she went on to say that we should actually make ourselves available for the entire day "just in case" she made it sound like I was inconveniencing her personally by requesting the delivery team to show up within the three hour window. I've unfortunately dealt with the brick on two separate occasions and have never been left happy. They suck any joy out of any shopping or first time home buying experience. Good luck to anyone dealing with the Brick and their miserably angry employees. Oh! And please make sure you know the fine print on any warranty or return, cause they'll try and get you any way possible! read more

DO NOT EVER BUY FROM THE BRICK. Due to a mistake made by the Brick Ottawa West, my credit has been completely screwed over. They changed my 12 month financing plan to 3 months after all the paperwork had been signed and finished. They then signed me up for an insurance that i was charged monthly for and when i asked for proof of my signature signing up for this insurance they claimed they could not provide it for me yet could not take the charges off my account either. Thanks to the management Reem who did absolutely nothing to resolve this issue after spending 8 hours in the store she told me to "come back tomorrow" and she'll fix the issue. My file was then sent to collections because they had put it on a 3 month plan. i repeat, DO NOT BUY FROM THE BRICK. Absolute worst experience of my life. read more

I bought a faux leather couch from the brick for $1,300 in April, 2018. And in barely 14 months later the upholstery is disintegrating, leaving large creases and large holes on the surface. Turns out the upholstery material is wafer thin and completely unsuitable for the normal wear and tear cycle expected of a $1,300 sofa. (See attached photos.) I called The Brick and reported the problem. I was told there was no warranty after 12 months. I explained that the ultra thin upholstery material was a design flaw that should never have been used on a product typically expected to last years. After much persistence, I was told the manager would call me. He/she never did. (I live alone and have no pets, so the couch has had no unusual stresses.) I can't stress enough how flimsy and unsuitable the upholstery material is. Bottom line: the couch is unusable and The Brick's "tough luck" response is completely unacceptable. read more

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I ordered a chair in February, it's June 19th and they haven't received it yet! It's been postponed twice. Was suppose to arrive 4 days ago, no news from them, and now I am trying to reach them by phone, they are open, but no one is answering. Worst service I have ever saw. Terrible. read more

Bought a couch in August to be delivered in September. Was then told it would be October, then November and now "maybe" January but they aren't even sure about that. Its pretty clear they are pushing orders they knowingly can't fulfill to keep money coming in. Would give zero stars if possible. Save yourself the headache and shop somewhere else. read more

Jay here, where do i start purchased a mattress from here they called twice to move date of delivery 3rd time they called they said they no longer had it in stock. When i went to the store they had one. Then took it home to then realize opening it up it was used with stains and blood on it this is horrible and Disgusting! Something must be done! read more

Never again. I bought a chair before midnight madness and was told I would get the difference if I came during the madness sale. I called and showed up many times only to be given many different reasons by different people why I would not receive it. They said I would but the day and reasons keep changing. I told the lady at customer service that this would be the last time I would ever shop at the Brick she said that's fine. read more

stay away! Worst experience ever! They changed my delivery date for mattress without notifying me! And that left me no choice but to sleep on my carpet for almost a week! They are not feeling sorry or trying to solve the problem, just saying there is nothing they are do to fix it! Unacceptable! DO NOT ENTER THE STORE! read more

Great to sell you stuff but good luck getting it. Sell you stuff that is constantly on back order. Change delivery dates with out telling you. Coffee table has been on back order since Aug and it's December. They don't answer their phones and when you go in a whole line up of dissatisfied customers read more

Dismal customer service and after purchase follow Up? What is that.They are happy to take your money but don't expect more. Their delivery person made a dent in the wooden floor and that was on the 29 of March and today is April 11 and no call from anyone,so finally I went in the store to talk to them (Cs) and are now looking into it. read more

Very poor customer service. We ordered appliances for our new home. Contractors were working on our home on closing day. Instead of the Brick calling us, so that we come to the home and receive the delivery. They decide not to deliver. I call the to follow up on my delivery, the customer service person states that we spoke to you this morning and you had no keys, so we decided to reschedule. We received no call from the Brick. I called them out on that lie, no ownership at all was taken. The problem apparently was with me, they had spoken to some imaginary person. I was disappointed with that kind of business ethics, I'm sorry would have ended the conversation on a different note, but this gentleman was so adamant that the problem was with me. I am returning their applances, thank you very much. read more

Purchased a king bedroom set a week ago, delivered to my house, opened the bed, and realized it does not work with corners of my bedroom, called customer service within 48 hours to exchange for a queen bedframe, only to find out, they don't return furniture, but I remembered to ask the sales rep about returning,she told me it's OK as long as I call within 48 hours, so now I'm stuck with the bed, it was my first time shopping at the brick, and definetely my last time. Being the first time customer, I would have really appreciate if the sales rep had informed me that they have no return policy and all sales are final, than just trying to push the sale. Be aware. read more

Agreed with everyone, we ordered 10 appliances and asked delivery on certain day, but actually one 2 will be delivered, the other 8 appliance lost tracking, called store several times, no one picked up the phone, called delivery center every day and never got resolved. read more

Please don't shop here. We ordered an item early February and it delivered in 2 weeks - when it came it was damaged! We took before and after pictures because one of the employees in the store warned us that this happens often and we should be prepared. I go into the store after seeing the damage and they begin by telling me they won't do anything about it because the item was a floor model. I showed them the pictures it didn't make a difference. I then began an argument with the assistant manager until he agreed to give me a new one and charge me an ADDITIONAL 60$ FOR IT. I would still be saving but its as if i'm paying for their mistake...... They say I will get a new one at the beginning of march - ok great. March comes and no call. I call them - they say its on back order and It wont come till the beginning of May now. WHY DIDN'T THEY CALL ME TO INFORM ME? who knows. May rolls around and I call them - no answer. Next day - I call again - no answer. A couple hours later I call - no answer. Mind you - they said they will call me by May 4th back in March. Once again I call for the 4th time - after 5 rings someone answers! wow. She says the date for them to receive the item got pushed to May 30. Once again I was not informed until I call 4 times. May 30 - ONCE AGAIN I HAVE TO CALL THEM. Someone answers - She says they will deliver next week. Next week - ITS DAMAGED. I go in the store - the new assistant manager says the old guy who gave me a discount yet still charged me for the company's mistake doesn't work there anymore so he won't honour my discount if I change my mind on the item. that makes sense because YOUR COMPANY DAMAGED AN ITEM I BOUGHT IN PERFECT CONDITION but you won't honour the discount? Okay? I've also been a customer for 10 years now lol.... The cycle continues. I call - we talk. The woman on the phone giggles at the fact that they damaged it twice now and says ""giggle" third times the charm!" - she says I'll get a new one in 2 weeks. 2 weeks later - ITS DAMAGED. No - third time is NOT the charm. The cycle continues. It's now been 4 months going on 5. We got a 4th delivery cancelled and a 5th attempt happened today. It's not damaged finally. You lost a customer that you had for 10 years - this company is trash. read more

If you are planning to buy Tempurpedic mattrass from this store, do yourself a favor and run away from this store. You try the mattrass at the store and you find it comfartable you order and pay for it and receive completely different quality, the one you will receive is as hard as the floor. You can change it and will get the sam I paid almost 4000.00 $ and I might as well sleep on the floor. They tell you it will get softer after 3 weeks , BS, IT DOESNT. This store is a horness nest keep away. read more

ad a very bad experience recently where the wrong fridge was ordered by our sales rep... phone number for the store in Ottawa now not working... tried contacting other stores and nobody can help us in exchanging what is clearly not what we had ordered... very disappointed in this poor quality service... have been leaving multiple messages with our sales rep with no return... would not recommend and would not go back... also still waiting for our dryer which we ordered in May... for a store this big very poor service... once they have your money nobody cares... read more

By far the worst services after a huge sale! Day before deleivery person calls to tell us they broke a peice to the fireplace and that in 2 days I can pick it up as its small and would fit in my car. Day of delevery, they said the 6 foot long piece that they beoke of our cabinet is damaged so they will order a new one to delievery to me free of charge. Than they tried to chearge us deoevery and 1 full week later I am still awaiting and lost 2 days of work because they lied about 2nd delievery date. I have called numerous times to speak to someone who makes decisions however the mouse staff they have all hide behind their wals. read more

I have been purchasing furniture from The Brick for approximately 12 years. We actually lived in Petawawa when we first started shopping at The Brick in Ottawa. We have always purchased our furniture from Timmie Rachso who has always been friendly and professional. As recently as eight months ago we purchased a sectional for our new home. Timmie knew exactly what we needed and showed us the perfect sectional for our lifestyle. We have not regretted any of our purchases and she has made sure that we received timely customer service after the sale when needed. I would recommend Timmie Rachso and The Brick for your furniture needs. read more

The absolute worst store I have ever been to. If I could tell you in a short enough message how bad this service is, I would. But it would take too long. I am still, after 2 weeks, waiting for a bed set to be delivered and installed. No one picks up the phone and when they do they don't help. Avoid! Avoid this store at all costs! read more

I tried hard to give 0 stars, but even 1 star is way too much. The sales rep I dealt with was nice, but everything after the sale has been terrible starting with the customer service department and the delivery service. First, there is NO customer service. They are rude and lack knowledge of what their jobs are and what CUSTOMER SERVICE is. The person who answered the phone had no knowledge of what she was asked and numerously on hold to ask what she should answer. IN A CASE WHERE YOUR COMPANY DAMAGED MY PROPERTY, I SHOULD NOT BE STRUGGLING TO GET INFORMATION. During delivery, the subcontracted delivery company damaged an expensive wall sconce which MUST be replaced. I don't have a claim#, POC, or any information to follow up on the claim. I am being told someone filed a claim and someone will call me. It is apparently against the rules to give information about who will contact you. Speaking of contact, I was told I would be contacted within 48 hours. Well, the 48 hours went by when I called back to be rudely treated by incompetent staff. Mr. Umair Fareed, your staff needs some serious training in customer service and you seriously need to find a better delivery company. I am not happy at all with the treatment and service received. I should have canceled this order and trusted things would have been different. I am now committed to ensuring that everyone knows the poor service this store offers. read more

Worst place to shop. I had my worst experiences buying furniture at this place. It the extent where I downloaded yelp just to post this review. Mad management, very bad products, two months and I'm still waiting to get the product undamaged. I got 5 deliveries until now and they are always damaged, the worst part when I got sick of this crap and realized the mistake I did by going to this place, I called them and said I no longer require your product and I don't want any more waste of time attempting to get them undamaged, they where funny to say, no returns allowed, as if I got my product. Anyways and when I said I'm going to the better business bureau and I won't take this product, they said okay we can return but you'll have to pay 2000$ in service fee. That's was very funny. It's like they are saying yea we have bad product, but to bad you'll need to pay. Anyways if you don't want to end up going to court don't buy from this place, I got sick of this and I'm going to take it to the business court Becuase they will not take my money for there shitty product. read more

These are absolutely abysmal, the salesman lie to your face. They say don't worry about warranty it's good, when you need to return it it's absolute hell. They keep explaining they can't do it because of so and so. Just avoid them like the plague. read more

By far the worst customer service I have ever experienced in my life. I purchased a mixture of furniture both bran new and as is.. One of my pull out sofas was as is.. they ended up breaking the sofa and refused to replace it. I spoke to the sales person Mohamed who is a nice guy but was not doing his job properly.. " he was allover me before he made the sale and the once the sale was made and I started having problems all of a sudden he got busy and was unwilling to work hard for me.. He passed me on to this operations manager " middle eastern " I will tell you more about here in a sec.. ( I am a guest service manager and have been serving customers for more then 15 years ) This Brick Guest service manager should be a shamed of her self.. The Brick should be a shamed of their staff and the service they provided.. Here is a list of problems; 1. did not provided me with the products I paid for . 2. delayed the delivery dated do to some "warehouse problems " 3. No one answers the phones after trying for days 4. made me travel back and forth from Kanata to deal with issues 5. They do not listen to customers , there is not negotiating 6. This operations manager has no people skills and is willing to treat her customers like they are stupid. Solutions; 1. I cancelled all of my order 2. I went to Leon's and head the best experience that anyone could ever ask for. 3. got better products for a cheaper price 4. got the best customer service that anyone could offer. 5. The Brick pushed me to become a loyal for life customer of Leon's and I thank them for that !! read more

Worst customer service and furniture quality. will never ever go back to this store. waste of time and money

Have made many purchases from the brick and will never purchase anything from here again. Customer service is does not exit. Took 4 months to process a mattress warranty claim. Not once did they every return my calls. If it was not for my repeated follow up calls I would have never known where my case stood nor do I think it would have every been actioned. It was my repeated calls that had them taking action. Then when I finally am told that the warranty replacement has been approved and I can come in and get a replacement mattress. I arrived at the store only to be informed that it was not a replacement but a credit towards a new mattress but at the price the originally mattress was purchased at. As the mattress was purchased 4 years ago the credit does not match with today's inflation, this I will also be taking up with Sealy. The other odd thing is that you would think that since the warranty was with sealy that the brick would be offering and showing Sealy products, instead the sale person was trying to upsell me another mattress that was considerably hire in price and was from a different manufacture. Once I finally decided on a mattress I would told that I had to pay 90$ for delivery. Tried to speak to a store manager about this, the sale clerk was paging for one for about 20 minutes this is why I became even more frustrated. I eventually spoke with a person in customer service thinking that given the run around of 4 months that they would wave the 90$ fee as a good will jester for a loyal customer but that did not happen. All this to day I will never purchase another item from The Brick or its sister company Leon's as I have had similar issues with them as well but their customer service is much better than that of the Brick. From now on my purchases for furniture and appliances will be made at Brault & Martineau | Furniture, Appliances & Decor. They also offer free deliver within a 200KM radius of their store. Though they are in Que they charged me Ontario tax and not Quebec tax as the delivery was being made to a Ontario address. read more

Bought a clearance item, was asked by the sales associate if I wanted to donate $3 to CHEO, said no. She then said she would subtract the $3 from the price of my side table. I was unaware why, or what she was talking about. She went off to find a supervisor to manually override the price. When she returned, with John (Jon?), who smelled overwhelmingly of cigarette smoke, he gave me a sideways look and said "you'll pay $48 anyway". Wow, excellent greeting. Again, I had no idea about the CHEO thing, or what exactly was going on, but I gathered from the odd conversation it seemed that if I agreed to give a $3 donation that it would come off the price, but if I didn't say yes that I would pay the whole price...and therefore The Brick didn't need to honor it's donation to CHEO?!?? If it had been presented to me that way, obviously I would have given the donation - since I'm paying the same price anyway. Who in their right mind wouldn't? So I said to John, seems to me you're taking money from the kids. And he snapped some rude comment, typed his code into the computer to add the $3 back to my price and strolled off...presumably to finish his interrupted cigarette. The Brick needs to reconsider who they hire as supervisors; John could use a basic course in decent customer service. The sales associate I dealt with, Siva, and the young fella who carried out my table (Ken, maybe?), were awesome. Maybe one of them could give John that customer service lesson. read more

beware of the granada formal dining room sets, we purchased the set since august this year and as of now they exchange the table three times and waiting for the fourth time, always busted upon receiving and the customer service is not reliable, always telling you to leave your number and they will call you back and expect nothing because they will never ever call you back. we just go there and tell them to just inspect the product before delivering because we just had it. never ever buy anything from there again! read more

Basically, never buy an appliance from Brick. Second time experiencing their warranty service nightmare, each time it takes over a month and few days off to get a repair; to crown it all they move call center to India with bad connection and bad English read more