Make a purchase only if you are willing to take the risk of receiving a defected item with no exchange available. I ordered a sofa and a coffee table. The sofa was damaged during the delivery (armrest was crushed) and coffee table had a mechanical defect (lift did not close properly). After lots of calls and being pushed between this Brick store and Bricks Service department. They decided to schedule a technician to inspect the problems. The first time the technician called us at 7am when our appointment was from 8-12. He left after we did not answer his call. Bricks sent us the second technician, who identified the defects and admitted that there indeed were defects, and he sent the report back to the Bricks. About a week later, got a call from them saying the service department had reviewed the report and could not identify any issue with the items. According the them, the arm rest had to crushed more than 50% of the original shape to be eligible for a replacement. The best they could do is to give us a 100 store credit, or have us pay for the delivery for the replacement coffee table. We even purchased warranty when we initially purchased the furniture and given these furniture were received defected, they were not able to provide replacement. If you are willing to take this type of risk, go ahead. There are other furniture stores who can do better than this. read more

I'm not one to usually write reviews but the experience I had here was just awful and I never want to go through that again!! I walked into this location and dropped a few dollars short of 5K. The sales person was awesome (of course they are they are selling me something and working on commission) , helped me pick out everything I needed. Everything up until getting my stuff was pretty good. I got my stuff delivered shortly a couple days later by their private delivery people because they were too booked that day for their normal brick delivery people. They came and set up my 7 piece bedroom set, new mattress and dropped the TV off. They quickly took the top off the box and said i had to look at it before they left, as they were rushing out my door because they were very behind schedule. They also told me they couldn't really "legally touch it" so they left. I work 7 days a week so it wasn't until exactly one week after that I was able to have somebody come and install my tv on my wall mount. The TV was still in its original packaging sitting on the floor exactly where they left it, how they left it...... the TV is a 55" LED which is super heavy. I weigh 115 lbs so there was no way I could even move that thing. We took it out of the Styrofoam and box and hung it up and then i saw this little glare thought it was just an air bubble from the plastic wrap that comes when you first buy it..... NOPE cracked screen. Called them and they told me I had to talk to the warranty company. Callled the warranty company they said that it doesn't cover if there's scratches or cracks and they could send a a tech to come look at it but I would prob have to pay for that and the parts and labor! Called the brick back and spoke with the manager who told me if I had called within 3 days they would replace it no problem. They sent me a broken tv and the extra money shelfed out for the warranty, didn't cover it. All they did was keep giving me the run around. Call the warranty people..... call the manufacturer..... we can't do anything blah blah blah. Why would I call the manufacturer when THE BRICK sold me a broken TV!!! I'm a girl so they did not care about what I had to say what so ever and pretty much told me there was nothing I could DO so I would be out $800 after I just spent $5000 there!!!!! Honestly the whole ordeal was soooooo upsetting, if it were not for my boss going there and threatening them I would be totally S.O.L. (My boss has lots of connections in the media) I've read about the brick and their warranties and all the reiews and it seems that this is something that happens ALL THE TIME. My awesome customer service ended when they got full payment for my order......When we went to get the new one we got no apology, no nothing, the guy barely even said one word to us..... ALL IN ALL this place is by far the worst company i've ever had to deal with! Not to mention an elder lady was looking for a garbage can to put her paper cup in and the lady behind the desk gave her the dirtiest look and said "oh, we don't have a garbage back here...." the poor lady was just wanting to throw her garbage IN THE garbage, so she said fine,i guess i'll just put it in my pocket..... like REALLY nobody there gives 2 shits!!!! DO NOT SHOP AT THE BRICK, ALSO NEVER BUY THEIR USELESS WARRANTIES....its through a 3rd party company that pretty much does everything they can to NOT replace or fix....... read more

What terrible service! I waited for what felt like a lifetime until someone noticed me to even give me a hand. They have a tent sale on so some of their prices are reasonable for the bed sets. Anyways, the bill came to about $1280.00 and when we got home they forgot to give us the headboard, no one answered the phone until we phoned a third time and when we got there.. surprise surprise we were yet again ignored! Which is weird because usually at places like this you can hardly avoid the annoying sales people. Shame read more

The Brick is a pathetic place to shop for furniture. They drag sales on and on and it is extremely annoying. I much prefer to shop at other furniture retailers for a more pleasant experience read more

I purchased a bed during the boxing week special. I received a phone call two weeks after purchasing the bed that I would be receiving an automated call during the following evening telling me when what time the bed will be delivered. I found that this was unacceptable as I just cannot tell my employer that I will have to take time off the following day to receive a bed. The first lady I spoke too hung up the phone on me when I wanted more clarification. I called back and I tried to speak to the manager about this and was told that the time was not negotiable. I then asked to have a full refund as I cannot just take time off work to receive a bed. The manager was rude when I stated that Amazon has the same bed for sale with free delivery. He told me, "Good luck with that!". Then hung up the phone. I did not receive any conformation that my bed will be refunded. Very unprofessional and I will be going to social media and the news with this. The store in question is 2999 Grandview Hwy, Vancouver, BC. For a company that prides themselves on customer satisfaction, I am not satisfied at all. I will never purchase a thing or shop at your store again. read more

I came here to get an entertainment system for the new TV that was bought (see separate review on that). It was a "floor" model, therefore, it was discounted, however, it was still in very good condition and fully functional. It even had a small space on it for my turn table which is a huge plus. read more

Ladies, Beware! Went into this Brick store to purchase a new couch. I had a good idea of what I was looking for but needed to speak with a salesperson. However, despite there being many salesMEN lounging around the store and me walking through the store (looking at each of them as I passed them repeatedly) for at least 10-15 minutes, not a single one would offer any assistance. Yet, when a couple (man and woman) walked in, they were all over the potential customers almost immediately. I finally spoke with the woman working in the office in order to get the information I needed - she called over a salesman and asked him my question, describing me as "a customer". However, not even being a potential customer was enough for the salesman to even look at or respond to me directly. It was only through the woman working in the office (she was great) that I got the information I needed. I understand that not speaking/dealing with women may be a cultural thing, but come on...THIS IS CANADA. Women have just as much right to service as men - and we have just as much buying power. I will NEVER go into this store again. The woman in the office directed me to the Park Royal Brick location (which had the product I was looking for). Park Royal has female salespeople who are knowledgeable, friendly and more than happy to assist female customers. Can't say enough about the service at the Park Royal location. Avoid the Grandview store at all costs. read more

I had the worst customer service here the Manager was so rude unbelievable. We were there on August 20, 2020. We bought a bedroom sets and mattress. The Sales Associate Jeniffer was very helpfull to us. As were printing the invoice and so on.. Jeniffer was trying to explain us about our Purchase the Invoice and everything the Manager Majit turn off all the lights while we're inside the store & while were going through our invoice it was so dark and we can't really see it. I know they were closing already but we were there before they closed and we purchased something so at least he could let Jeniffer do her job. Turning off the lights was way too much and so rude of him. He was closer to us and said that Jeniffer will explain to us when we come back for the pick up. Take note this Manager went closer to us didn't do Social Distancing and No Mask at all wow really where's the Social Distancing. Absolutely rude Manager Majit. read more

We brought a washer from them and the sales person was nice. We were told by the sales that the installation is included if we purchases the hoses from them. However, when the delivery person came, he was rude, refused to install and left. We will never buy anything from them again. read more

I bought the pet pee warranty for my new 2400 sectional sofa. The Warranty staff came up with every excuse in the book when I tried to make a claim one year into the 5 year coverage. The conversation went like this - "When did your pet make the stain? Because it's only covered one for two weeks after the stain happens" -ok within the last two weeks then "How many stains are there?" - how many am I allowed? (Realizing she's trying to catch me in a word game where I can't possibly provide the correct answer) "One" -ok it's one. "But you said stains before, so is it more than one?" -you just said it the warranty is only valid if there's only one spot right? "Yes" - ok it's one then. Listen, my couch smells like cat pee and I bought the cat pee warranty. "The warranty doesn't cover the smell, just the stain". -seriously? The cat pee warrantee doesn't cover the smell. Ok, so what's next step to replace it based on the stain then? "I'll send out a spot cleaner kit" -How long do I have to complete this next step before I run out of time? "There's no time limit" The stain kit arrives in the mail a week or two later, I do the treatment, it doesn't help. I email back a week after that "Warranty issues must be dealt with in a timely manner and it's been too long now" -but I specifically asked you how long I had because I had a feeling you were going to say that and you said no time limit. "I never said no time limit. Please send more photos of the couch" I send photos. "I can send out a new cushion" The cushions aren't removable. I give the couch away for a song instead of dealing with the ridiculous hassle of dealing with the warranty staff (which I'm sure 90% of people do and that's what they're banking on). Brick sucks read more

Bought a couch and paid an extra $100.00 for delivery and set up (unpack etc) Delivery was 1 hour late after the predesignated time. The swamper attempted to unload the couch by himself while the driver sat in the truck and in the process dropped the couch onto the road. When they brought it in they set it down and left with the couch still wrapped in the packaging. We were informed it would be unpacked and set up for us. Big fail on the part of the Brick and near future sales of more furniture items were were interested in will now be purchased elsewhere... read more

Ordered a love seat and couch from this store, when it came on the delivery day the love seat was new in a box, but the couch was not new in a box it was wrapped up with plastic wrap and you could clearly see it was damaged! The delivery guys even said that it was probably a used couch that got returned and then got re-sent to us! When we called customer service the lady was extremely rude! No Apology at all and just kept saying she can reschedule the delivery day. We asked her to speak to a manager and she said they were unavailable at the moment so we then asked her to please have the manager call us back ASAP. Hours went by and no call back so we called again, she answered again we told her we were expecting a call from the manager within a few hours and have not recieved one she said the manager was still busy we asked her to please make sure the manager calls us before they close for the night!15minutes later we get a call from HER NOT THE MANAGER!! saying that she can help us set up a new delivery day with the couch we want! She clearly didn't listen to anything we said!! Seriously the worst customer service I have ever experienced NO APOLOGY still and just didn't seem to care at all about our issue with them sending us a damaged and used couch! DO NOT GO TO THIS PLACE EVER !! After all of that we ended up just going there to get our refund before they closed that night but apparently they couldn't give us our refund that same day because the drivers were still out on deliveries!! So we had to go back the next day! HOW INCONVENIENT!! read more

I saw a mattress online on sale for $249. Upon entering the store there is a sign that clearly says $249 ALL SIZES ON SALE. I was told by the guy "Helping" us that the mattress was $360 he completely ignored the fact that I said NOT THE SET three times. He went online and clicked "MATTRESS SETS" trying to disprove what I knew was right so we went to leave and he followed us. I showed him the sign again and he said no that means starting price NOT all sizes like the website and sign clearly stated. WE will NEVER make a purchase here and will be sure to tell anyone that listen about this experience read more

Beyond disapointed with my experience. I had bought a king sized bed and a mattress on Boxing Day with the promise that it will be delivered by February 1st by the salesmen. On my delivery date I got the call that the bed is back ordered and will only be available in a couple of weeks. I had never been previously advised that the bed is back ordered. I wasn't even given the matress on the delivery date.... even thought I had mentioned that February 1st was my moving date to my condo. No apology was given by the brick, only blaming the salesmen for not telling me the bed was back ordered even thought I couldn't sleep in my condo until the matress was delivered a couple days later. I decided to give the brick the benefit of the doubt and wait for the bed to be delivered 2 weeks later. To add insult to injury, the bed was delivered with missing bolts!!! When I called they told me they can place a special order to request bolts from the manufacturer... Once again no apology or compensation which would be the minimum that I should receive. The customer service adviser mentioned that it's funny how everyone complains but all furniture stores have these problems. I did NOT have these issues with Mobilia or Structube. Very disapointed and would advise others to think twice about purchasing an item from The Brick. read more

Bought a couch from this store and had to return it due to not being able to fit it through our doorway. Despite this the staff was amazing with the return. We've bought from them in the past and will definitely be back in the future. Just need to measure a bit more carefully next time. Great experience! read more

Do not shop at the Brick whatever you do. Mass produced crap that feels and looks like absolute trash. I ordered 4 leather chairs off of them and 3 of them didn't even fit together. I emailed them 3x about getting new chairs and no response. I finally called them (Waited on the phone on hold for 45mins) and had to argue with the guy about getting new chairs. I go and drop of the crap chairs and pick up new ones. I get them home and try to assemble and they are worse than the last three. Absolute garbage and a complete waste of my time. I seriously hope no one gives them business anymore. read more

what horrible service I bought a couch chair and table the coffee table I originally wanted they didn't have and offered me a different one they told me warranty would be include with chair if I bought all together they didn't honor warranty coffee table way bigger than original one I wanted they refused to return it couch came and one side cushion was fast deliver driver said to call and someone would come restuff it wtf!!! it's brand new chair broke and they said nothing they can do because no warranty when I thought it was included in sale...... never purchase anything here unless u want it to break quickly sleezy sales man read more

Thieving bastards! I got a contract with no interest and no repayments for 2 years. I signed the forms they gave me and later discovered that they had me paying non payment insurance which I obviously didn't need or ask for. When I confronted the manager about it he said their staff aren't supposed to do that but they get a commission for it so they do. They wouldn't cancel the policy so even though they admitted their staff had ripped me off they did nothing about it. Don't touch them! read more

Unreal. I bought a $1800.00 sectional sofa in November 2015. The delivery guys damaged my wood floor and ceramic tiles. They documented the wood floor damage before they left. It's now May 2016. After being told they would either repair of provide a cash settlement The Brick has chosen to ignore me. I now have to file a small claims court claim to get compensation. This is a $1B company and this is how they treat their customers. I do not recommend this company. There are plenty of other options. read more

I want to give them zero stars. I purchased a sectional online and it was supposed to be delivered between 1-4. The delivery was still not made and ti was 4:30 so I called my service store grandview to see the status because I had dinner plans and wanted to make sure it would show up prior to me leaving. When i spoke to the associate at the Brick they were unable to locate the driver or get a hold of him. The associate said he would call me back. I waited 45mins and no call. I called back and received the same excuse. Then we received a call from dispatch and said the delivery was delayed until 7-8. I called the store back and asked if it would be delivered today. They told me delivery would be made for sure. So I cancelled my plans as I did not want to deal with the hassle of rescheduling and waiting again. When I did speak to the manager she was quick to refund the delivery charge but was unable to offer any other assistance and kept saying it will be delivered today. She was actually a bit rude, I will not say I was nice back as I was frustrated waiting for so long and the manager and associates were no help. In the end my sectional was never delivered and I did not receive a phone call to tell me that. I had to call the dispatch line as the store did not answer the phone, I called multiple times despite being open until 9pm. I will be declining the delivery and will push for a refund as I do not want to deal with the Brick. Be warned if you order from the Brick you may have to wait 8hrs like I did and still have no sectional... read more

Worst customer service. Wouldn't process my approved warranty from Simmons. Refused to assist in any way with choosing a mattress. Would only ever sell the sale models. Worst company I have ever dealt with. read more

Pathetic Customer Service : The Asian manager seems to have some personal issues and doesnt care to look at customer face and be gentle with questions. A sorry person, that you do not want to meet. read more

TERRIBLE! Don't buy from here!! Ruzelle refuses to call us back. We were informed she is the manager, but we have spoken to five different people over the last 2 weeks and each one has told us the manager is busy and cannot speak to us. We ordered a $1000 mattress that was suppose to be delivered almost two weeks ago, however the delivery driver called us on the delivery day and warned us that the mattress was damaged. Upon inspection, the mattress was covered in mud and looked like it had been sitting for days in dirty water. We refused to accept the mattress in its condition and have been calling the Brick ever since to get information on when they will deliver another. We have been sleeping on the couch and on the floor for two weeks because we got rid of our old bed and mattress when we thought our mattress would be delivered. No one is telling us when we will receive a new mattress. No one has given us any answers or will even speak to us about the issue and how to remedy it. Absolutely awful. read more

Horrible customer service. I knew exactly which bedroom set I wanted to buy, and how much it costs according to the Brick's website. I went to the store to order in person. The sales rep wrote me a quote for the bedroom set that was almost DOUBLE the online price. He added on extra service fees that I did not ask for. I spent over half an hour re-working the quote, including correcting the tax and delivery fees. Not only was my order delayed, but part of it was incorrectly sent to the wrong city. I still don't have the furniture set and am very upset by how unhelpful the customer service employees have been. read more

went to buy a fridge and a stove both for same delivery, the sales rep was helpful, knocked off $100 for both item, just coz he likes my wife's., says she has a pretty smile., he said it for 5 times in row., then comes the delivery, the guys said when they picked up the fridge they were told the it had a dent on one side., not that biggy deal, but we were not told when we paid for it, then comes the fridge won't fit thru the doorway, needed to remove fridge doors., suddenly the guys were leavin me alone to move the fridge in., if I hadn't asked them they would have been gone!!!!left me alone to move the fridge., and I have to pay for the delivery. it's not cheap! in store service is ok., but I think the guy was hittin on my wife., and he is not truthful of the item havin a dent. and their delivery boys may leave the item hangin outside your door if they do not fit. what a joke! read more

Terrible customer service. The sales guy was good, but that was it. I paid in full the day i bought it and once they had my money customer service sucked. The first delivery guys were on time and ok but they were rather careless about carrying my sofa in. They didn't damage it but came close a few times. But when it came time to get my queen size box spring up the stairs, it didn't fit. They didn't put any effort into it and told me I needed to get a split box spring. I told them to try again and i offered to take off the railing to get around the corner. They gave it a quick try, told me it wouldn't fit, that i needed the split and that it would not cost any extra. I did not want that. I wanted them to try harder. The three of them argue with me, and assured me that there would be no extra cost. I said ok if it makes their job easier, as long as its the same price. They took it back and sure enough, the next day, the store calls me up to tell me that there will be an extra charge. I disagreed and told them that I was promised and assured that there would be no extra charge. They continued to refuse to honour the agreement their staff made. I made them bring the fall size back and lift it up over the second floor balcony. These guys were late and rude. And when I called in to find out where they were, the staff at the store had me on hold for over 10 minutes and were rude. Just horrible customer service. I did nothing wrong to them and I was pleasant until they pissed me off. This wasn't once one bad employee, this was a team effort. This is just bad management. Go elsewhere. There are lots of other furniture sores. read more