The Richmond Brick! World's worst customer service. If i could give less than one star I would!

In November 2014 I purchased a condo-sized smaller front load washer/dryer set here. Due to the smaller size, the fit was very important. I very carefully measured all areas of the laundry room this was to be installed in and gave the salesperson Robert this information. It was important the set fit properly with the correct installation, Robert assured me multiple times that all was well, and he wanted to close the sale. Had it delivered on a Saturday, the hoses did not fit, a hose extension was needed. The main delivery person was very rude (which the store acknowledged) as he had like 4 minutes or something per delivery and it was not his problem the hose did not fit. I contacted the store to see if they would send their appliance specialist to adjust the hose, and they said they would look into doing that, so I agreed, and the washer/dryer was left at my home uninstalled. The delivery guys left and took away my old working washer (it was working, but I wanted to upgrade to a front-load). Next weekend, other Brick employees come, but they do not want to add the extension (they wanted no risk of liability), but told me it was normal, and I could arrange it and pay myself. But I had already paid for the full installation and they had been given precise measurements, so the issue was not mine. They refused, I told them to take the new washer/dryer set back to the store, which they did. I was frustrated having wasted 2 weekends on this, but get this ... they would not bring my washer back to me. They had already recycled it (even though they knew the installation was incomplete). Susan Mooney (Operations Manager) refused to compensate me for the washer, and the General Manager would not phone me. They broke the contract and had to return the washer to me, or compensate me. They did neither. Absolutely terrible customer service, and a broken contract and they did nothing to fix the situation even thought they admitted I had given their salesman Robert all the measurements. read more

I decided I would visit the other location on Grandview before writing my review and nope it's just this location with the horrible service. I had visited this store last week with my mother. As soon as we entered the store it had almost felt as if the store was closed since there was no salesperson around to greet or help us. As my mother and I walked towards the back to look at the bedroom furniture, we spotted all the sales people in the back all huddled and talking about non furniture related stuff and staring at us without greeting us or coming over to ask if we needed help, there was at least 6 of them working. At this point my mother and I continued to look around, 25 minutes have gone by with me trying to get someone's attention to help us with a bed frame we were interested in buying. Finally some Asian lady had walked by totally ignoring us when I had said "Hello, we are looking for a queen size in this frame" she gave us a death glare and said "ok I look in stock" while walking back to the big huddle of workers in the back continuing to talk to her coworkers without even trying to look for the frame. She made us feel as if we had interrupted her. At this point we had gotten very angry. My mother and I wanted to leave the store right then and there. I don't recommend this place to shop for furniture at all. Horrible service. read more

We needed a dining set and came during the tent sale. We came a few times to check out options and looked at a variety of stores. The best price was here. Unfortunately, the first choice set was out of stock for a few months. Our second choice was cheaper, but available within 2 weeks. During a VIP event, we did get free delivery. We received a call earlier than expected and scheduled delivery. They called the day before to advise a time frame of 3 hours the next day. They arrived within that time frame and quick and efficient to drop off. It was our first brick experience and a pleasant one. I was hesitant after reading reviews. read more

We gotta go public with this company. I placed an order with this company online, and they tried to charge me a restocking fee 10 minutes later when I tried to cancel. Their company policies do not coincide with their store policies. They may have rectified the situation, after much aggressive negotiations, but what they teach their sales people is a systematic scam. I'm sure they have been getting away with this restocking fee bs for a long time, buyer beware!!! The fee was 25% btw read more

If you want the worst customer service of your life shop at the brick in richmond . My bf was looking for a new mattress and we found one at the brick for a good price , of course the Chinese sales man was all ecstatic and bragged how he was a senior sales associate and he could give us a good deal on two pillows (he gave us a whopping $4 off each pillow ) I mean NOW THATS A GOOD DEAL. *rolls eyes* they also had a 90 day guarantee that you can swap out the mattress if you aren't happy , my bf decided to commit to it and it was delivered two days later . Now this this where the nightmare really begins ... he wasn't super happy with the pillow top so we went back to the brick 3 days later to see if we could switch it , (according to their policy you can swap out once ) all the prices of the mattresses we looked at had gone up to double/triple the price making it almost impossible to trade to something different , without paying $1500-2000 more . we had question the same sales associate why the prices increased so much and all he said was " oh promotion over" never were we once told the mattresses were on special or promotion. He also didn't even remember us from 3 nights ago and he kept try to shove another brand of mattresses on us even after we told him we only liked Simmons mattresses . "But oh keep try this sealy , sealy very good mattress " on Monday he kept telling us how good Simmons was .... then when ask if he could honor the price of the "promotion " and that we told him we wanted to possible trade out his attitude changed and he barely even wanted to help us finally we got so fed up with dealing with him we just walked out , I proceeded to call the grand view location in Vancouver and got a Kyle on the phone and although they couldn't honor the "promotional price " they were still willing to knock off $800 so it ended up being only $200 more then the sale price , so I would suggest going to the Grandview location and deal with Kyle , needless to say we had a huge sour taste in our mouth so we said screw it and decided to live with the mattress ... never ever ever will we EVER DEAL WITH THIS BRICK LOCATION EVER AGAIN!!!!! read more

My rating for the Brick is -1. Got area rug on Saturday. Confirmed with the salesman five times the size and the color. I was assured over and over again that it is the right product. But had to pay upfront go figure. Sure since I wanted the rug and was informed it is the right one. Picked it up and it was hard to see in the dark, so we quickly went home and checked it guess what wrong color and wrong size. Went back and spoke to lady behind the counter who had her mouth full with food. She called another lady to attend to us who was apparently a saleswoman who also had her mouth full of food. When she found out what we were there for the lady from behind the counter was like "here let me photocopy the receipt first then you do this to the saleslady". She went on to copy our receipt and seemed frustrated at the photocopier (i guess the Brick does not have good photocopier). Perhaps a bad day. Once the saleslady started going over the matter with us she told us that there was no such size for the particular color area rug. NO? It was very upsetting but we kept calm! So she is like come with me I show you. No such thing. She was like salesman made the mistake. So we said what would they do for such a mistake and it was not going nowhere. It was very frustrating. I can not do nothing she said. So we said since they made the mistake can we take the rug home and see what the particular size would look like. Maybe we will keep it. She is like no once you take you buy. No sorry and solution. All of a sudden the ninja (photocopier lady) from behind the counter comes and starts telling us not be upset. My husband and I were like we are looking for an explanation as to how we were sold a product and were promised which is not even available as per the saleswoman. She did not stop there she then went to the manager's office and acted as if she had the situation under control and rolled her eyes right there in the open. She had problems dude. She should be the bouncer at the door not behind the counter. I guess she must hear a lot of complains on selling the wrong-full products that she started seeing wrong in everyone who had nothing to do with her. She is like I called this lady to help you so please. Did not quite understand! She was guiding a grown saleswoman who did not seem to have any problem with us. It was so strange. We felt like as if we did something terribly wrong sitting in that chair at the Brick seeking for a solution. We were the ones that they sold the wrong stuff to and we we were in the wrong. Saleswoman was like oh she's had a bad day. WHAT???? That is just great! We were there for an hour for one rug. Then I asked to speak to the manager. So here was the king. He started by saying "The salesman in question is a nice guy." When were you here? The receipt in front of him from us had the date of purchase. Rocket science. It had nothing to do with the nice or not. You guys made a mistake. So he is like let me show you we have the area rug you need: the size and the color. And then he went on to saying I know this product very well. I know my warehouse very well. Lol. I have it in my warehouse. So comical. At this point I was not sure whether to laugh or to really tell him off. I needed no-more explanation. I felt embarrassed for all of them because this was their manager. NO WONDER HE NEEDED THE NINJA LADY. BY THE WAY there was no such size for the type of rug I wanted. LOL. They did not want to own up to their mistake at all but gave us the guilt trip. Even the guy who was helping us with the loading was laughing at his dumb co-workers. Won't go there again. This is not the first time that we experienced this type of nonsense there. We just went back because we thought it was an area rug. What could go wrong. Here we go again. Keep screwing up! read more

Awful Experience! First - we were followed throughout the entire store! The sales associate kept interrupting us as we shopped! So we left and came back the next day. This time we knew what we wanted - instead of browsing the store - we marked what we wanted in the flyer. We bought quite a few things and spent $3000.00. We had set a date for delivery (which we had to pay $100 for). The sales associate told us that the furniture would most likely be delivered in the morning before noon. We got an automated call the day before saying delivery was between 1pm-4pm. Thanks Brick, that's a good prime time to be waiting. So the delivery guys come, of course they arrive at 4PM on the dot, and they deliver only 1 item!! We had ordered 16 items!!! We called customer support and waited on the phone for 20 mins before hanging up and driving over to the brick. Customer service sucked!!! They didn't know what had happed. And set another date for the delivery and all they had to say was, 'sorry we don't know what happened.' Well I just spent the whole day wating for these jerks! On top of everything, while we were talking to customer service, they guy waiting behind us had the same problem!!! He ordered a bed, a dresser, and a dining table - only his dresser came!!! I was very pleasant to the customer service rep even though they did nothing to make me leave satisfied - probably because I had already paid for everything. I requested that instead of giving us a 3 hour time period - if they could give me an exact time. She said no cuz that's pretty much her vocabulary - no, nothing, I don't know. Unprofessional! Unreliable! Time Thieves! Liars!!! I will never tell anyone to shop here! As we left the store we went to a customer browsing and told them our stories hoping they would get out! read more

We have placed order for a cupboard in late July, and paid full amount. However, the sales did not tell us the cupboard is not in stock until the order is complete and thatt is ready for pick up on Aug 18 2015. Moreover, she told us not to be late otherwise they will charge us 20% late pick up fee. Anyways, we shown up on Aug 18 2015 to pick up the cupboard, only to discover that the cupboard is ready and they don't know when it is ready for pick up. No body call us to notify us that the cupboard is not ready for pick up. So we have no choice but to choose another cupboard which is a little more expensive, we are willing to pay the difference for the cupboard, however they staff told us that they need three days to do the return transaction and ask us to pay full amount for this other cupboard. So we went home, and the store called us at five saying the complete the return transaction and that it is ready for us to make the purchase and the cupboard is ready for pick up. VERY BAD CUSTOMER SERVICE!!!!!!!!!!!! read more