Review Time
For over 10 years, I've always purchased my refrigerators with an extended warranty from The Brick.For the first two refrigerators, the extended warranty was honored very well by the insurance company over time, and one year before the end of the warranty, the insurance company offered a free tune-up. And with the third refrigerator, The Brick changed insurance companies: King & State, perhaps to get more commissions? And that's where the problems begin. This company doesn't honor warranties and categorically refuses to accept responsibility without The Brick being aware of it. Once sold, their liability ends there. These are the same problems my friends had with King & State and The Brick.A word of advice to buyers: Don't buy extended insurance from The Brick if it's King & State.Very disappointed with The Brick's portrayal of the company trying to resolve the issues in public, but no, the response is that the decision not to honor the warranty stands.It's up to the consumer to judge and stop buying from The Brick.Reply By The Brick:Ophelia L (The Brick)Aug 18, 2025, 1:18 PM MDTHello,We appreciate you taking the time to reach out to us and are very sorry to hear you have been disappointed with our extended warranty services. Unfortunately, the decision in this case remains as advised. We apologize for any inconvenience caused. Thank you and take careCustomer Experience Team
My family has attempted to deal with the Brick repeatedly . We have purchased many pieces of furniture from this company. The mattress in question failed after three months. The Brick refused responsibility and told us that our problem was not theirs. Go to the company that produced it. Repeated attempts were spurned. The Brick couldn’t care any less after they made their $ money. Never again
We ordered a Stearns & Foster box spring online from the LaSalle Store. It squeaked constantly so it needed to be exchanged. After a month of arguing with the store to get the exchange we went to the store directly and spoke with a customer service rep and the manager who agreed to make the exchange.The delivery guys showed up and refused to take back the Box Spring because it wasn’t in a sac. They called someone who told them to take the new box spring back. They would not allow me to speak with them nor give me a phone number to contact them directly. Then they said I could remove the sac from the new box spring myself and put it on the old box spring. They said that I’d do it alone because “we are just the delivery people”. They took back the new box spring. I called the store where they said I could come by the store and pick up a sac, wrap it myself and then get a date for another delivery or take $50. After this experience I gladly took the $50 and threw out the box spring.We had order over $20 000 of Brick Products over the last 10 years (3 moves between Quebec and Ontario).This is not customer service. The Brick has lost my business permanently.
Bought a comforter at the Moncton Brick Store. Was never told that I could not return it. At home, I didn't like the color in my bedroom and wanted to return it and buy something else. I did not used the comforter. Today, at the store, I was told that I couldn't return it for sanitary reason, though I had not used it. I have to keep that comforter, paid over 150$, that I don't really want and need. I bought a bed frame, from the Brick, at the same time, about a week ago. Pieces were missing or damage, however the Brick gave me other replacement parts. I was told at Home Sense and Costco that if I buy a comforter and want to return it, I could. So in the future, I will shop at other stores where we get good services.Document number; 071653MSFJZ STANP229Z3
My recent purchase from The Brick was, without a doubt, the worst retail experience I have ever had. While the online ordering process was initially smooth and efficient, what followed was a cascade of unprofessionalism, suspected deceit, and chaotic service that has ensured I will never be a customer again.A few days after my online purchase, I received a call from a sales representative who informed me that my new fridge, originally scheduled for a 10-day delivery, would now be delayed by four weeks. He aggressively insisted that the only solution was for me to switch to a different brand he had available for immediate delivery. When I expressed my disappointment and stated that I preferred to wait for the model I had actually purchased, his tone became irritated and he gave me an ultimatum: either switch brands, wait a month, or have my order cancelled. He promised to email me his name and the details of the alternative models, but that email never came.Suspecting something was amiss, I called back two days later and spoke to a different employee who checked my file and confirmed there was absolutely no note of a delivery delay. The fridge was, in fact, on schedule. It seems clear the first representative was attempting to manipulate me into buying a different product, likely for his own commission, using false information and high-pressure tactics.The day of the delivery was just as chaotic. The delivery team initially refused to bring the fridge up to my apartment, incorrectly claiming my three-story building (plus a basement) was too high for their policy. After a pointless argument, they finally agreed. To make matters worse, the fridge arrived with minor cosmetic damage to the back, and the delivery crew did not even have the basic tools required to remove the protective packaging.From start to finish, this experience was despicable. I felt less like a valued customer and more like an inconvenience. The Brick needs to seriously re-evaluate its hiring practices and instill a code of ethics and respect in its employees. A company should not make you feel like they are doing you a favor by selling you their products. Based on this, I cannot in good conscience recommend The Brick to anyone.
Consumer Alert! I purchased furniture from Bricks for my brand-new home. During the delivery, the crew accidentally hit my new master bedroom window with the mattress, which caused the whole window glass to break. Unfortunately, instead of informing me, the delivery staff attempted to hide the damage by covering it with the same mattress and then obtained my signature on the delivery paperwork.When I later discovered the broken window, I immediately contacted Bricks and provided proof that the damage was caused by the delivery team. However, my complaint was refused on the basis that I had already signed the delivery papers.This experience has been extremely disappointing and unprofessional. I expect Bricks to take responsibility for the damage caused by their staff and provide a proper resolution.
Terrible experience with warranty on a king sized mattress that fell apart in 4 years when it was supposed to be covered under warrenty for 10. The cushion on the pillow top wore pre-maturely leaving us with a very uncomfortable garbage mattress. Customer service claimed the mattress looked unsupported in the pictures so wouldn’t honour replacing it. The mattress was on a very sturdy solid wood Restoration Hardware bed frame and has been since we purchased the mattress. We have had other mattress on this bed frame in the past and they have lasted their lifetime without any issues. The Brick just didn’t want to honour a replacement or a refund. This is not the first time I’ve purchased a mattress and it should not have broke down the way it did so prematurely. I gave them a chance to make it right but they never did.. won’t be buying anything else from the Brick as a result and will warn my friends and family to stay away from them too. UPDATE: after this review was wrote the Brick responded to contact me, (see below)and again nothing.. such a waste of time. They make it out that they will look into the issue, but never got a response after sending another email..
The Brick demonstrates a propensity for manipulative practices, necessitating thorough documentation.I am writing to report an issue with an electric leather recliner purchased on November 20, 2020, from the Maloney Boul. location in Gatineau, QC. The item was received on January 19, 2021, and a five-year extended warranty, expiring on January 19, 2026, was also purchased.The chair has required the following repairs:* The chair arms became deformed and were repaired by Eric, an outside contractor.* The springs in the seat bottom were replaced by Eric during a subsequent visit.* The leather deteriorated and cracked, despite regular cleaning with the provided kit. Dominic, the owner of the company where Eric is employed and Eric's brother/brother-in-law, performed this repair.Approximately nine months ago, I contacted The Brick regarding additional leather cracking and an increasingly uncomfortable seat. The springs appeared to protrude, resulting in a sore on my bottom. Stephan, the technician, inspected the chair and stated that the leather on the arms needed replacement. He also indicated he would attempt to have the seat cushion replaced, but expressed that The Brick rarely undertakes such replacements. I awaited the repair, as Stephan explained that procuring the leather would require time.However, four to five months ago, I contacted The Brick, and I was informed that no repairs would be conducted due to the cost exceeding the chair's value. I have contacted the store approximately once a month, for a total of four attempts, and each time, I was informed that the store manager would contact me following a decision.The recliner is currently unusable. Given that I remain within the warranty period, I request a replacement for my electric recliner.Order #: 112003GCOQHGEN LEATH STE RECLThe previous response was related to a sofa, which I do not own. I request that the seat be replaced, as the current recliner cushion is excessively uncomfortable, causing sores on my bottom from the protruding springs, rendering the chair entirely unusable. Supporting documentation, including photographs and medical records, are available.
My brother bought a headboard ,frame , leather sofa and loveseat. The sofa was torn at the seam three months after he bought it. He got a 5 year warranty. We contacted the brick on regent and their head office. Would not honor the warranty. Why buy a warranty. They said he had work done on the sofa after he bought which is untrue because he passed away 4 months after he bought it. Will never buy from that store.
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