Review Time
Avoid The Brick’s Furniture Insurance – Misleading Terms and Poor Customer SupportI’d like to share my disappointing experience with the insurance policy offered by The Brick when purchasing furniture. In March 2020, I bought approximately $4,000 worth of furniture from The Brick’s West Vancouver (Park Royal) branch. The sales clerk strongly recommended their insurance plan, which cost $399. One of the key selling points was that if no claims were made during the five-year coverage period, I would receive a store credit equal to the insurance cost.That seemed fair at the time, so I agreed. Fast forward to August 31st 2025, I returned to The Brick to purchase a coffee table and asked about my $399 credit. To my surprise, customer service informed me that the credit had expired two months earlier—apparently, it was only valid for 90 days after the five-year mark.Let’s break down why this policy feels deceptive and unfair:• Lack of Transparency: The 90-day expiration was never clearly communicated. It wasn’t mentioned during the purchase, nor was it included in any of the documents I received.• No Notification: Over the years, I’ve received countless promotional emails from The Brick—but not a single reminder about my upcoming credit or its expiration. Why prioritize marketing over meaningful customer service?• Passing the Buck: When I raised the issue, I was told the insurance company is independent and The Brick couldn’t help. But as a customer, I bought the policy through The Brick and expect them to stand behind what they sell.• Customer-Centric?: The Brick claims to be customer-focused, yet this experience suggests otherwise. If they truly cared, they would ensure customers are informed and supported—not left with vague excuses.In summary, I strongly advise against purchasing The Brick’s furniture insurance. The terms are unclear, the follow-up is nonexistent, and the customer support is disappointing. It feels more like a strategy to boost profits than a genuine service. If this is how they handle a simple credit, I seriously question how fairly they handle actual damage claims.
TERRIBLE customer service! Bought 2 faux leather recliners. Within 6 months one of the chair backs upholstery started to peel off. Bought the extended warranty but after speaking with their Sr. Customer service representative this would not be covered on the warranty. Asked to speak with manager, but never heard from him. This product is garbage. The warranty is not worth wasting your money on. Will never step foot in the brick again, and hopefully others will do the same. There's many other real furniture stores to chose from. They will end up going out of business if they continue with such poor service and products.
Got a bed and mattress from brick after few days delivery delays. Could return comforter and set of sheets next day even that haven’t used it. Apparently they have 0 return policy. Read small prints on the back of the invoice. Actually you get it after the payment. Haha. Recommendation: don’t use this chain.
No accountability. Do not stand behind the products they sell. Nor does Hisense Canada take responsibility for items they manufacture and sell at The Brick. Shop elsewhere with manufacturers and retailers that actually stand behind their products. Absolute worst warranty and customer service.
I purchase a dining table set at Deerfoot Meadows location. Order# 073151VASQ1 DreHM201Z5Sales Person- Ahsan SiddiqiIIt was on July 31/ 25 . I live in Fort McMurray, and told your salesman I would have a friend pick up my product on August 15 th, since he was off work, had a truck and could build it for me . I am a Senior and am not capable to move your product. Your Employee Guaranteed the set would arrive in Ft McMurray to my Sister and I numerous times. We kept reiterating.if he couldn’t we would wait and purchase in Ft McMurray. He insisted “ No Problem “ . So I assumed all was good. Well , I contacted the Brick warehouse here in Ft McMurray today , Aug 12 th / 25 and , my product will NOT ARRIVE UNTIL AUGUST 16 TH !! I phoned and chatted with your Store MANAGER- SHAYLA- , WHOM CONFIRMED THE DELIVERY DATE. . WHY WAS I NOT INFORMED!! GOOD QUESTION !! I have a huge network of friends, whom I reached out too . Thanks heavens , one of them knows a WONDERFUL PERSON WHOMI IS EMPLOYED BY YOU WHO WORKS IN FT MCMURRAY. I contacted her- NATASHA CARD. She looked into my problem. Apparently, the Salesman NEVER CHECKED THE PROPER DELIVERY DATES TO FT MCMURRAY ( HE LIED TO US TO GET A SALE) FAILED TO FOLLOW UP WITH US. NO CUSTOMER SERVICE. IF IT WAS NOT FOR “THE SHIPPING GIRLS” . WHO KNOWS WHEN I WOULD HAVE GOT MY PRODUCT ? Your Store manager offered $100 refund towards the purchase ( which I accepted) but I did ask prior for FREE DELIVERY AND INSTALLATION “ . She of course refused. WE HOPE TO GET THE PRODUCT ON THE 19 th DEPENDING ON MY FRIENDS SCHEDULE. . I truly hope , no one else has to go through this . Your team needs to be honest, This young man Lied, did not follow through with any commitment, he only wanted commission. No regard for CUSTOMER SERVICE !! Absolutely disgusting !! I have 45 years of Retail Management experience and I expect EXCELLENT CUSTOMER SERVICE!!! AHSAN SIDDIQI FAILED! - ME AND YOU( REPRESENTING - THE BRICK )PLEASE CORRECT THIS ERROR !!Sincerely Maureen Dreher
If I could give negative stars I would, unfortunately 1 is the lowest I can give.In September 2022, we purchased our third replacement couch from The Brick — a nearly $6,000 sectional — along with their “Extended Warranty,” hoping it would protect our investment. Instead, it’s been nothing but a series of frustrating, disappointing, and costly experiences.Less than a year later, the cushions sagged so badly you could feel the wooden frame when sitting, and the sectional squeaked loudly every time you moved. This couch gets very little use, yet it has failed faster than any piece of furniture we’ve ever owned.We filed a warranty claim expecting support. Instead, we got endless runaround. The “inspection” lasted under five minutes — the technician brushed off the sagging as “normal wear” and claimed not to hear the squeak (despite us showing exactly how to replicate it). The squeaking issue wasn’t even mentioned in the report.On December 14, 2023, we received The Brick’s official response: Claim denied. Their excuse? Cushion sagging is “normal wear” and not covered. No repair. No replacement. No real solution. Their only offer was an in-store credit of $2,808.95 — but only if we kept the defective couch, voided the rest of our warranty, and spent more money in their store. We denied this “hush money” settlement.Fast-forward to August 2025 — nearly a year later — and we’re still dealing with the same issues, only worse. The technician’s original “solution” was to separate the couch sections to stop the squeaking, therefore declaring no repairs were needed. Now, suddenly, they claim the squeaking is repairable. We’re currently waiting for another technician to attempt a repair… though we’re not sure how anyone is going to fix creaking wood. We’ll see.So let’s be clear:$6,000 couch fails in under a year.“Extended Warranty” refuses to fix or replace it.Technician ignores obvious issues, then changes their story later.The Brick’s “solution” is either spend more money or wait years for questionable repairs.We have been loyal customers for over 15 years, but this is the last time we’ll shop here. The quality is poor, the warranty is riddled with exclusions and loopholes, and the customer service is dismissive and scripted.If you value your money and sanity, do not trust The Brick’s Extended Warranty — and think twice before buying their overpriced, low-quality furniture.The ONLY positive experience we have ever had is with our sale rep Solo (Kitchener Brick), he is absolutely amazing and goes above and beyond for his customers, I would give him 10 stars. I just wish the rest of the Brick's Customer Service matched his!#TheBrick #WarrantyScam #NeverAgain #CustomerServiceFail
I just brought washer and dryer. the seller told me I will receive call tomorrow for time i didn't receive call today their driver call me and he said his coming in 10 mint I disconnected my old unit they came inside and pickup my old unit after they installed my new washer then after they told me they can't install my dryer . guy said the can't I told him wait.let me call costumer service he didn't wait he left. without my sine when I call costumer service they worse then the driver they also doing driver favors when I purchase i ask her installation is free she said no u have to pay I paid when I call them with this problem they told me this is basic information they do my is little different way to install that why they can do it so now you pay for other money so we can sent someone for you to install 🤔 I told him no I pay once not paying anything. when I purchase she didn't ask me how my line was otherwise I will let her know after I call agin costumer service they didn't pickup my phone I waited almost 45 mint no one pick up my phone they didn't help me with anything they sold there product so they don't care after that customer is certified with service or not worse experience ever I have so please before buying anything from the brick think 100 time I have video how they diliver they didn't put dryer on right place.i whish I could upload video so everyone can see
Bought a dishwasher with delivery, install and removal of the old dishwasher. Was double charged for delivery which was handled very fast and efficiently HOWEVER since then, tech showed up said the dishwasher wont fit (it will we measured to make sure) and left. Since then I have been told 2 twice now that I would get a call back, first time was 48 hours second time was in the hour and its been 3 weeks now and we still have a brand new dishwasher sitting in our cafeteria at work while I have to hand wash all the dishes from our company because the Brick cant get their S**t together. this is an update to the Bricks response. I HAVE CONTACTED YOU MANY TIMES AND HAVE NOT BEEN HELPED, in fact the last email from Olivia stated sorry, you are over 30 days you have to deal with the manufacture now.
Warning #1 buying a bed from The Brick!We bought 2 adjustable full beds from the Brick. We arranged pacific date for delivery coincided with a new residence, booked, paid for and confirmed delivery from The Brick. 13 days before delivery I get a call from The Brick asking if they could deliver the beds in a couple of days, I again explain why we picked the date and told them no. Two days later I get an email from The Brick informing one of the beds with by delivered without the mattress, that will be delivered in another 7 days from my first deliver. We went back to The Brick and our mattress has been sold to another customer from another Brick store and they won’t have the mattress for my delivery date.Talking with the person who sold us the 2 beds and the store manager they said they would order a rush delivery for my mattress and hopefully I will get it for my original delivery date but they can’t guarantee it. I did get my other mattress on the original delivery date which I give them great credit for.But The Brick should not be able to take someone’s confirmed purchase for another sale just because my delivery date is weeks away from the day, I purchased it. The Brick confirmed and approved my delivery date and my beds were paid in full.Warning #2 buying a bed from The Brick!We were advised to buy a mattress cover for the bed to ensure its warranty. I was all for that because I bought a bed in 2019 with a mattress cover from The Brick and it was still in excellent condition. Make sure you get The Brick to show you a sample of the mattress cover before you purchase it!!!
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