The Brick has what can only be described as the worst customer service I have ever experienced. Moreover, they have not honored the terms of the Signature Extended Warranty we purchased even though the insurer approved a complete replacement of the washing machine. In addition to them charging us for delivery even though it was covered by the warranty, their breach of the terms of the warranty and terrible customer service are further described below. First, the and notwithstanding the fact we purchased both the washer and dryer from the Brick, they would not assist with unstacking the appliance so that the washer could be replaced. This meant I had to arrange for someone else to come unstack the dryer they stacked. If I was elderly or disabled, this could have been a discriminatory barrier to my ability to meaningfully claim under the warranty I paid for. Second, they told us the washer would arrive on a Friday, so we arranged for the set to be unstacked on the Thursday evening. The store did not give the third party delivery company the correct phone numbers or buzzer number, so the truck arrived at the apartment building and simply left within seconds without contacting us. The live tracker did not give us a number to call them. Third, after failing to contact us, the Brick was then unable to deliver the washer at all on Friday and said they would try Saturday, which they also could not do. This took us to Sunday, when the washer arrived late in the evening and without the necessary parts to reinstall it. The delivery drivers simply dropped it off in the middle of the entry way and just left it blocking access to the bathroom. The Brick did this even though we explained how important having it reinstalled was, while also explaining that timing was important because we needed to arrange for the dryer to be restacked after installation because they refused to do it. In the end we had to re arrange re stackers multiple times. Fourth, when we realized what had happened we called the Brick and ask them why the correct parts were not included. They said it was because we did not buy them, even though the washer and re installation was covered by the warranty and no one mentioned new parts were necessary for reinstallation. It so happens that notwithstanding the numerous emails and telephone calls regarding this order, the manager we were speaking to had no idea we had a warranty replacement order, and then when we advised him it was, he proceeded to try to tell me the warranty did not cover things it did. In fact, he was looking at the wrong warranty. (We had purchased a new warranty for the new washer, and he was trying to apply that less inclusive warranty to the old washer. We have since cancelled that warranty as they do not honour its terms). Fifth, even though we immediately called the Brick and spoke to a manager he refused to call the delivery truck drivers to ask them to pick up the part and finish the installation, telling us we needed to pick it up and install it ourselves and that he didn't want to ask them for a "favour". When I said that does not work, because the warranty covered installation and we do not live near the Brick he said he could not do anything because it "was a Sunday". It is important to note that the delivery destination and store are about 500m apart. Sixth, the manager called me irrational and said it was not his fault he didn't understand the warranty because this was the first time he was dealing with it. This implies he perhaps doesn't have proper training on interpreting and carrying out warranty claims, making them impossible. Seventh, to this day, the Brick is trying to make this right by refunding the delivery fee we never should have been charged. They did not install the washer, and notwithstanding the fact I have given them my number multiple times, they keep telling me they are trying to call me at the wrong number, even though the correct number is in the email chain, multiple times and we requested that they update our file to contain the correct number. Do not shop here, the appliances do not last, they do not honour their contracts and they charge you for things you are legally entitled to. Moreover, if you're an elderly, disabled, or single person living away from family, they will not help you with installation or uninstallation which may leave you stranded. read more

I am beyond frustrated with The Brick. On December 26, I spent $2,126.85 on a brand-new washer and dryer set. I was explicitly told that both appliances would be delivered on January 6, 2026. That date came and went. Fast forward to February 1, and only half of my order shows up. The dryer arrives. The washer does not. No warning. No explanation. And here's the best part: no one at The Brick can tell me where the washer even is. Not delayed. Not backordered. Not in transit. Just... missing. How does a major appliance simply disappear? I've spent hours dealing with customer service, being passed around, given vague answers, and accomplishing absolutely nothing. This has been disappointing, frustrating, and incredibly annoying. I rearranged my schedule, prepared my home, and waited weeks based on promises that clearly meant nothing. When you spend over two thousand dollars, you expect at minimum: The product to arrive when promised, Accurate communication, Someone to actually know where your order is. Instead, I'm left without a washer, without answers, and without any confidence in this company whatsoever. Why should I ever come back to this trash bin of a store? If The Brick can't handle something as basic as delivering the items they sold me--or even tracking where they are--then they don't deserve my business or anyone else's. Avoid if you value your time, money, or sanity. read more

liars and scammers. dont trust a single salesperson here. the selection is awful and everything they sell can be found online for 60-70% cheaper. you can spend $3,000 on a singular bed and they'll still try to charge you for delivery installation etc. but won't tell you this until they're at your house with the furniture item in pieces. read more

Niki and Ruth were wonderful to deal with. From entering the store to the transaction and scheduling shipping, they were easy to deal with, friendly and upfront. I have dealt with this store previously and always have received amazing service. read more

Probably the worst service that I have ever gotten anywhere. I bought a new fridge that was to be delivered and the old one taken away. There were some problems getting the old fridge out and the new fridge in because of doorway dimensions and I finally told the delivery people that I would take a look at the problem and let them know when they could come back and finish the job. I ended up getting the old fridge out and the new fridge in the house myself and contacted them to pick up the old fridge. There was a complete lack of interest and it still sits outside on my deck. I bought the old fridge from Sears when they were operating and they had no problems getting an old fridge out and putting the new one in. The one that I bought from Sears was the identical model (although older) to the one that I bought from The Brick! read more

Absolutely horrible experience at the Brick!!! Bought a couch WITH the extended warranty in 2019 and by 2020 our couch had snags in the material. Had someone come look and heard nothing from them. Covid happened and figured "I have time" because it's supposed to be a 5 year warranty. Made another claim because the snagging has gotten worse, and the back of the couch has started to cave in and is sagging when you sit on it. The guy came out to look he said that in 2020 they offered me a 50% credit for our couch WHICH NEVER happened I did not receive a call at all from them. The Brick called me a few days later and said that case is closed it's normal wear and tear BULL I have only 2 adults and 1 child sitting on this couch a few hours a day!! Why do you have a 5 year warranty if you question my use after only 1 or even 4 years. They had no record of what the guy had said happened in 2020 when I originally brought them my complaint and told me to look into it?! How am I supposed to do that It's not my job. My sister has the same couch which had the same problem she also has the same warranty and had to fight tooth and nail for them to honour her warranty and after speaking to others who have had similar problems this seems to be the norm. They didn't offer to even fix the couch and I found out through my sister that it has been discontinued so it can't be fixed. we spent $3000 on cheaply made furniture!! NEVER have I ever experienced this in all of the couches I have purchased through the Brick. I have had my furniture fixed before which kept me a loyal Brick customer until now!!! The manager said he would call me back when he knew more and low and behold over a week later and I've heard nothing. I completely understand now why this couch has been discontinued the material is awful. I will NEVER EVER shop at the brick again I promise I will NEVER EVER recommend their furniture and their SCAM warranty to any of my own clients, family or friends. After reading some bad reviews similar to my own story I think a call to the media and the BBB would also be justified. read more

very bad costumer service!! ordered 2 chairs but missing a part. didn't apologize and waited for almost 2 weeks for the promised part and only to find out, they never sent it and again they didn't feel sorry about their service. I will never shop there ever!! read more

We just bought a home and went looking for furniture and appliances here after looking on their website. Prices were higher than other places but the brick is only a block away. Evening workers would not let my wife know where the air conditioning is normally found in the store because they are sold out. Would not even explain anything they just kept repeating "nope, sold out" even when my wife clearly explained she just wants to know where to look for later, they kept repeating this. The ladies were all lounging lazily on couches and wouldn't stop complaining that she's must just be there to compare prices.. we can see the prices online if I wanted to compare. We come in to see it in person with the intention to buy. It felt like being a homeless person steered out of a farrari dealership with some "sorry no test drives" and "there's no keys here, you can't touch or sit in it"... Steer clear of this location We looked up a model online and were told to check the location and if they're out of stock, we want to at least know where to look later as its a large store. If they change where they display things or something id understand but say something don't just mindlessly repeat "nope, out of stock". Horrible workers.. luckily I bought what i was looking for later and it's not at the brick so thankfully that's about $7,300 of that happily went somewhere else. read more

Ordered something from The Brick the other day. Was told to come and pick it up. Went in on my way home from work and waited 1/2 an hour for them to tell me they couldn't find it. The warehouse guy was really sorry and said he wished he could do something for me and I said yes, you could have this delivered so I don't have to come back. He said he'd ask his boss. Got a call today and was told to come pick it up. I asked them to deliver it to make up for my wasted time and was given a flat out NO. My free time is very limited, I'm tired after a long day, and customer service is dead and gone at The Brick. It would have been such a small gesture. Won't shop there again on principle. Upside is, I've found out just how many people hate The Brick. We are everywhere! read more

I purchased a sofa two years ago, and was offered an extended warranty. I turned it down, but the sales lady "spoke" to her manager, and they threw it in for free. This warranty was for 3 years of coverage. Last January, I filed a claim on the warranty, when one of the springs broke. They sent a representative out to file a report, and took pictures of the damage. Was told I'd hear from them with a claim number. Two days later got an email, with a claim number and stating it would take until April 27th to get the part in. Called their customer service (?) and was told that they had 60 days to get it settled. I demanded to speak to a Manager, never happened. She hung up on me! It is now coming to the end of May, I've called them twice more since then, requested a Manager both times, and still no reply, but they hung up. So, still no repairs or replacement, no return calls from a Manager, my last year of warranty is running down, and I since found out that the warranty they threw in, they actually "billed" me for it on the invoice, $114.99!!!! My next call is to the Better Business Bureau. I wouldn't recommend this store to anyone!!!!! read more