amazing customer service great workers and products 10/10 recommend and just over all great

We picked out and paid for a coffee and end table on September 2nd. After a couple of weeks, I began calling to ask when they would arrive and have been told each week that it would be by the end of the week. It is now October 5th and STILL no coffee table (end table just came in this week but leaving it there until both are in) and no one is able to find out where it is! I was told today that it should be in on the 10th. If it is not in, we will be getting our money back and shopping elsewhere. We will NEVER shop at the Brick again :( read more

Incredibly bad customer service!! I have reached out to Daniel many, many (I have all the paperwork) times to settle a warranty claim, only to have him dismiss me every time with empty promises. I'm not sure how these people can take someones money, rip them off and then do nothing to help remedy their customers problem. I have finished meeting their MANY requirements and still not even a call back. I'm sickend by the poor attitude and clear lack of work ethics by two of the employees at this location. You can keep your products, from now on I will stop at the smaller stores that still understand the meaning of customer service. read more

My experience was fine. The work ethic of the sales rep working with us was top notch. Isabella. She hustled, got every one of our questions answered, and no matter how obscure the question, didn't roll her eyes or sigh once, and we had a lot of questions. They were the only store location in town that was able to accomplish our requirements with our appliances before delivery. Other places either recommended other companies to hire after installation, or said that we'd have to do it ourselves. Have not had to make a warranty claim through them, but we appreciated the service with the sales floor. read more

Terrible custome service! This is the second time I have bought a mattress from The Brick and BOTH TIMES I was sent a brand new mattress that was completely falling apart. Then they had the nerve to tell me they can't replace it until I drive down to the store to pick up a mattress bag to return the defective one. The worst part is it sat in the local store's warehouse for a week and NO ONE bothered to check the bed before it was delivered. What a waste of time, don't shop here!!!! read more

If I could rate this store a ZERO, I would. We ordered a headboard which was to be in on a certain day to give us time to get it set up before our nephew was to move in and before December 21st. What we were given when we drove to the Vernon store to pick it up was not a headboard but something else. We took it home and opened up the box and it was NOT what we had ordered. My husband had to get it back into our vehicle and drive it BACK to the store after dinner and found out that they had ordered the WRONG thing. Oops, sorry, he was told. My husband offered to take the floor model for 50% off that night, 25% for it being a floor model and 25% for his inconvenience and time. The manager, who did not even come out and talk to him, declined that offer and we were out of luck for a headboard. The next day he went onto The Brick website and sent an email and got an auto response acknowledging receipt of his email with a comment that they would ATTEMPT to respond in two days. Well, it's been 10 days and no response. Given the Vernon market is a relatively small market we are surprised we have had no response to resolve or offer some form of future consideration to maintain goodwill in this small market. So in conclusion, how could we give any positive comment to our family, friends and neighbors and anyone else who might ask about their "service" in their Vernon store. read more

If I could give it no stars I would. Horrible. We purchased some furniture and the 5 year extended warranty in the beginning of January. Just minutes after everything was delivered, we had an accident with our kid, the couch cushion, and a ball point pen. We figured "thank goodness we got the extended warranty!". Haha, NOPE. We filed a warranty claim and sent in pictures of the markings, but we didn't hear anything for over a month. We called back today only to be told that they were not going to honour the warranty because it was customer abuse. Um, no, it wasn't. When we purchased the furniture, the sales associate was very clear that If our kids mark up the couch with ANYTHING, they would try to get it out and if it couldn't come out, they would replace the piece. This, and ONLY this, is the reason we bought the extended warranty. After talking to customer service rep after customer service rep, we were finally told that we must pay OUT OF POCKET for a professional cleaner to come and deal with it, and if they couldn't get it out, THEN they *might* send someone over to take a look at it. Wow, so that wasn't explained to us at the time we purchased the warranty! Would have been great to know, then we wouldn't have wasted $350 on a stupid warranty if we knew we would be paying out of pocket anyway. Oh, also, the one cust. Service rep told me that the guy doing our warranty claim wrote a note on our file saying that we sent a picture of our kid scribbling on the couch, which we did not. A flat out lie. I was so angry, I asked for a refund on the warranty, to which I was told that they cannot give me a refund because I had to ask for it within the first month of purchase. Keep in mind that we waited for OVER a month to hear anything back from these scam artists, so we had zero idea what was going on with our claim anyway. I'm just so angry that we wasted $3,500 on a couch and loveseat from this company, only to have them come back and tell us that they won't honour their warranty agreement. I just don't even understand how they can get away with something like this. read more