The Brick レビュー 749

This is the second time out of 2 waiting for a couple of months that shipment is delayed. Very unprofessional and after this order is completed we will no longer be a Brick customer.

We bought Scott Living sectional sofa with a pull out bed. The delivery came on time and we were impressed with the 2 men who set the sectional up...on the 2 seater section, the cushions were missing. The delivery diver took a photo & sent it to the Brick. We were told the cushions would come within the week....That was November 8 2024...it is now December 24th...My husband emailed customer service & we were told another 3 to 6 weeks...I am not impressed!! ...Christmas is tomorrow & no cushion!!!

I would give a no star if I could. I purchased a refrigerator through the Brick with the extended warranty. It was an LG refrigerator which was a lemon. I had it serviced 4 times with major parts replaced on it by King and State and to add my food in both fridge and freezer spoiled each time. The refrigerator should have been replaced. The extended warranty refused to do anything but have someone come out and fix the fridge which costs them more. The compressor was replaced twice and main pcb port. Fast forward two years from last fix and the fridge does not work. I now have to buy a new fridge, when the LG should have been replaced. I contacted the Brick to enquire and they directed me to their extended warranty provider who what where when why how directed me back to the Brick.
Advice do not buy a LG refrigerator, they are awful and do not purchase extended as clause is not honoured.

This has been an extremely disappointing and poorly managed customer experience from start.
We purchased a sofa, loveseat, and armchair during the Black Friday sale. At the time of purchase, we were clearly assured that the sofa and loveseat would be delivered on the 15th of the month, with the armchair arriving mid-January. Based on this information, we proceeded in good faith and completed payment.
On the 11th, upon reviewing our receipt, we noticed that no delivery date had been documented. When we contacted customer service, we were informed that no delivery had been scheduled at all, which was both surprising and concerning. After follow ups and back and forth communication, delivery was eventually scheduled for the 21st.
We were repeatedly told to expect delivery within a three hour window and that we would receive advance notification via text. This did not happen. At 8:21 a.m., I missed a phone call as Im still in bed, and instead of contacting me again, the designated contact, the delivery team contacted my husband, who was at work. The delivery team then arrived unannounced, despite clear instructions regarding the primary contact.
During delivery, one of the delivery personnel behaved unprofessionally and dismissively. He claimed the sofa would not fit through the front door and insisted that we can accept a smaller model instead. When I suggested using the back door, which would have easily accommodated the sofa, he refused, stating that he did not want to get his shoes wet. We paid for a full size sofa and fully expect to receive the exact item we purchased, not a substitute. And delivery with sneakers on is not a good idea at all.
From inaccurate sales information and missing delivery documentation to poor communication and unprofessional conduct during delivery, this experience reflects serious shortcomings in customer service and accountability. I would strongly caution others before making a purchase here. Based on our experience and others’ reviews, it appears customer care is not a priority once the sale is completed.

Started off as the worst experience ever, but do to Anudeep Kaur who went beyond and above to make things right and retain us as a customer.

Service client nul, qualité médiocre et politiques abusives

Le niveau de service à la clientèle est lamentable, la qualité des produits est décevante, et la gestion des retours est tout simplement scandaleuse, surtout pour des appareils défectueux dès l’origine (dead on arrival).

J’ai acheté un appareil neuf qui ne fonctionnait pas dès la première utilisation. Malgré des preuves claires, le magasin a refusé tout remplacement et s’est déchargé entièrement de sa responsabilité en me renvoyant vers le fabricant. Leur politique de retour pour les appareils DOA est clairement conçue pour protéger l’entreprise, pas le client.

Le personnel est mal formé, peu professionnel, et incapable de gérer une situation de base. Aucun suivi, aucune solution, aucune empathie. On a l’impression de parler à des employés livrés à eux-mêmes, sans formation ni pouvoir décisionnel.

Et pour couronner le tout, même la gestion des avis est bâclée : The Brick répond aux plaintes avec des messages génériques copiés-collés, du type « nous sommes désolés de votre expérience, veuillez écrire à reviews at thebrick.com
». Aucune action concrète, aucun vrai suivi. Juste une façade pour faire semblant de répondre.

Quand une entreprise offre un mauvais service, vend des produits défectueux, refuse d’assumer ses responsabilités, et traite les avis clients de façon automatique, cela en dit long sur sa culture interne. Le score Trustpilot parle de lui-même.

À éviter absolument.

The product quality and in-store experience at The Brick were quite good, with a helpful sales associate. However, the delivery and post-purchase logistics were a major letdown. The scheduled delivery had significant communication issues and the tracking was unreliable, causing unnecessary inconvenience. The product itself is fine, but the fulfillment process needs serious improvement.

Review – The Brick

Unacceptable customer experience.

On November 21, 2025, we made a purchase totaling $13,500, which included a refrigerator and a Café range. At the time of sale, the salesperson, Mr. Abdulahad, clearly stated that only the range was backordered and that the refrigerator was NOT backordered.

Despite this, the refrigerator was not delivered within the promised timeframe. Even worse, no refund was offered, despite the significant delay. The Operations Manager, Ms. Sandrine Boucher-Lévesque, provided no concrete solution and no proper follow-up.

As for the Café range, it was delivered with missing parts, and to this day, no meaningful follow-up or resolution has been provided.

We are a family of five, and due to poor management, lack of transparency, and inadequate after-sales service, we are now without a refrigerator during the holiday period. For a purchase of this size, the level of service is simply unacceptable.

Lack of transparency, no follow-up, refusal to refund, and poor customer service. We do not recommend The Brick

It's December 15th and you guys are already pushing Boxing day TV commercials. You are disgustingly aggressive. I will never go to your store again.

Worst ever service in all of the department furniture store. After spending thousands, I have encountered the worst service regarding delivery of my furniture, installation, and unpleasant service from the staff. No centralized accountability.

Tracking info on delivery truck was not working properly so truck arrived without notice about 2 hours early. Brick website during checkout process says the delivery team will install the base legs on the TV - not true. Delivery team refused to install base legs. Brick website during the checkout process says the delivery team will put TV into "room of my choice" - not true, as delivery team wanted to leave TV just inside our front entrance door. When I offered the delivery team a large money tip, they suddenly were able to install the base and legs and carry TV to room of my choice, however they did not have any knowledge of how to install the base legs and they had great difficulty with the printed instructions and they were reckless and rough with the TV. I have doubts if the base legs are installed correctly. The whole experience upset my wife and myself and we lost faith in people because of it, and hopefully we will remember not to buy anything more from the Brick. I have given here an email which is not mine for my protection and privacy reasons and I have purposely put the wrong "Date of experience" for my protection and privacy.

I went to buy a bed and I got great service Addison helped me and Addison is very friendly and very polite she deserves more than 5 star's

WE'VE BEEN SHOPPING AT THE BRICK IN LASALLE FOR DECADES AND UNTIL 2014 LOVED IT. WE'VE BOUGHT A SAMSUNG WASHER, DRYER, FRIDGE AND STOVE COSTING $43.00APROX. A FULLY FURNISHED BEDROOM SET AND DINING ROOM SET. IN 2025, WE NEEDED ANOTHER 4 APPLIENCES BUT A NEW CREDIT COMPANY TOOK OVER AND REFUSED BECAUSE OF LACKING ONE PHOTO ID. WE WENT RIGHT TO TANGUAYAND NEVER LOOKED BACK!!

I've mostly had good experiences with this company and have purchased several things in the past as well as having referred numerous people. I recently had an order delivered on December 5th for a few items and almost immediately realized that they delivered the wrong TV, one that was much inferior than the one I had purchased. I immediately contact their Customer Service to try and contact the driver to advise but they mentioned that they've already opened a ticket up and cannot do anything further though I would receive a resolution within 48 hours/exchange the TV. Luckily for them, I did not open the box and tried to setup the TV that was delivered as this would've made it either unsellable to them or be forced to sell as an open box item. My family is without anything now until they are able to fix the issue and some form of compensation should have been in order! Every effort should have been made to rectify the situation either next or potentially the day after! This is unacceptable! I received a message the next day and was advised that they are only able to deliver the correct item purchased a few days later, however, as people still work, it was rather inconvenient for me to take the day off and I tried to get them to change the date with no success. The customer service initially tried to tell me that everything was correct, when clearly it was not after sending them a picture of the box. I contacted the store that the purchase was based and spoke to Rachel trying to get a sooner resolution to the issue that was clearly their fault or some form of compensation and even after speaking to her Manager Desmond Zhou, they were unwilling to do anything else after having rescheduled a delivery for more than a week after the initial delivery was made on December 5th. This is unacceptable and they need to take account for the inconvenience to Customers, loss of pay taking days off and for customers who have purchased items with them in the past. It seems that no one wants to take ownership of this glaring error as the store said it was the Distribution centre who sent the wrong TV, and the Customer Service agent claims that it was the store's error!

Anu in the customer service department is very unprofessional. Did not call back as promised ( more than once) Kept offering me a discount if I kept the damaged item. This would be different if it was a dent or a scratch but the oven door is broken. I asked for either a refund or an exchange. I now have to wait for a service person to come and inspect it. This is supposed to be today but so far ...no one has called. I have now been 6 days without a stove as I don't want to use it until this has been resolved.

Rude delivery drivers. Rude sales people. Refused to deliver. Days later when they finally delivered one piece was the wrong colour.

The Brick had us without a couch for 4 days and have now left us with a partial couch for... who knows how long.

Just don't go to the Brick.

Left a message on the customer service helpline which said they get back to me in 48 hours but that was 4+ days ago. Guess they have A LOT of complaints to work through.

I wouldnt even give the Brick one star. First- I ordered a fridge and they said a shipping day 4 weeks later. Ok- expected. Then they pushed it back 2 weeks. Then I called after that date, and they said it was shipped and would be in that week. When it did not arrive, I called and they said it was pushed back 8 more weeks. While being yelled at by the associate. Then I asked if I could cancel and they said that it was not doable. So I asked to escalate the situation. I found out today that they cancelled my order 10 days ago and never told me, or refunded me. They also over charged me, and when I asked for a price match the next day - they said they would but never ended up giving the price difference back either. (Sarnia Ontario)

We had an extremely frustrating experience with The Brick (Milton location) and Home Appliance Repair GTA (their 3rd party repair company - Home Appliance Repair GTA). We purchased a THOR gas range that was delivered nearly 2 months later and damaged.

Despite reporting the damage the very next day (with photos, model, and serial number), and having their 3rd party technician confirming the issue nearly another 2 months later, we have still not received any confirmation that the replacement parts have been ordered.

We now sent multiple follow-up emails to both The Brick and Home Appliance Repair GTA. Responses have either been ignored, or have been vague with zero concrete updates.

It has now been nearly three months since delivery, and the appliance is still damaged with no clear timeline, no accountability, and no resolution in sight. For a brand-new appliance, this level of delay and lack of communication is extremely unprofessional.

We have tried to be patient and cooperative at every step, but the poor customer service has made this a very disappointing experience.

I strongly caution others to think carefully before purchasing appliances from The Brick.

The warranty is such a scam don't ever waste your money. You will lose your warranty if not used. They don't warn you it's about to expire after they already made money off the interest it incurred over the last 5 years.
The returns are a complete Joke. Please do your homework before wasting your money. I purchased a chair decide it was too firm took it back 9 days later and they said too bad their is nothing they could do. This is my last time ever stepping foot into any Brick store. They have ruined it for me and everyone I know with not purchase from the brick again. This was a loyal customer, not anymore.
Thanks for your shitty service The Brick.

There were 2 South East Asian Brick delivery men at our building this morning in the NW of Calgary, between Brentwood and Dalhousie. They had completely blocked the way through to the laundry room when I went down to get the laundry I had in a machine, when I told one I had to get through, he completely ignored me like I was speaking a foreign language. Though the Brick is here frequently this was the first time I interacted with any staff. The one with hair just looked at me like I was something stuck to the bottom of his shoe, eventually there was an exchange of four letter words with the bald one saying, "we don't give a shit" which was obvious from their actions like he needed to make that more clear that it was already. If this is the best The Brick has, we will not be buying anything from that company, if they don't like their jobs they can simply change them instead of alienating potential customers. Reading through reviews here, it's obvious this is not the first time this has happened with the Brick staff. If anyone buys anything from The brick, and why would you, avoid having it delivered, their drivers are rude, incompetent, unfriendly and to me it looked like they didn't want to be here. If I could give less than one star I would, what a crap company. If the company was trying to project rudeness, ignorance and incompetence they succeeded, delivery people represent the company when they show up at someone's door, not very impressive.