I spent thousands of dollars at one of their stores recently, and expected good service. Let's start outside the store:

A woman was doing a survey on client's spending habits there, and once the form was filled out, gave you a $25 Brick card to 'spend on anything'. When I presented that to the salesperson, he brushed it away and said "not on appliances".

Inside the store, now. The salesguy was nice enough, once we found one (we went 15 minutes without anyone even noticing us). I then told him what I was buying, and he offered me a 3 year extended warranty. I pointed to their sign that showed "Frigidaire and Whirlpool: 3 year FREE warranty on ALL PRODUCTS". He said "Oh, not on this one, though." I insisted, and he went to the manager, who offered me a 5 year warranty for $50. Sketchy, no?

Now, the delivery. One of my purchases was a front loading washer/dryer set with pedestals. The washer weighs a ton. The deliver guys (3!) showed up, and I said "You DO install it, right?" to which one replied "Well, no... your husband can do it, it's easy", and left us with the set. The one thing they did do was to bring the washer into the laundry room (a few feet away from where they were) and in the process, hit my piano, damaging the outside. I noticed this just after they left.

After a phone call to customer service to find out something about installation, I was then told that the delivery guys were supposed to set EVERYTHING up (except plumbing). She gave me an email address to send my complaint, which I did. 5 days have gone by, and nothing. I called the store directly, and was told that any damages would be a case of "he said she said", and basically "yeah, good luck". The fact that nothing was installed didn't seem to be any deal to them.

I will now file a complaint with our provincial BBB, and will never, EVER buy from the Brick again. Awful, and what a bunch of liars!

My son just purchased a big screen TV at the Brick in Stratford On. and while loading it the saleslady said he could have the stand for $149.oo, so we went back later and my wife went in while I waited outside at the loading dock. The lady denied saying this and they sold my wife a $200.oo unit. I went in and got no satisfaction, she lied, there was a witness.

Regards,
Dave Logan.

I purchased a Maytag refrigerator from the Brick on April 24th, 2007. I was given an estimated delivery date of May 5th. Is it now June 3rd, 6 weeks later and I am still waiting for a fridge. Even worse, I was just informed today that the model of fridge I purchased has been discontinued by Maytag and Maytag most likely won't be filling any orders. The options I've been presented by the Brick are either buy a more expensive fridge or take my business elsewhere.

I've written a formal letter of complaint which I mailed to the Regional Vice President, West and have emailed several messages as well. No response.

The Brick has awful customer service and has not once apologized for the inconvenience or delay.

I purchased a bed 06/06/2006. Return it 6 months latter for a new one. Then i received a bill charging me $ 623.00 for payment protections. I had no knowledge of this, when i returned the first bed. The sale lady asked me to sign two times, not know about the payment protection plan, i sign up for. This is fraud to me. I have wrote and call over 10 times, and was told thats to bad, you should read what you sign.

I have purchased a sofa, loveseat, and ottoman. When delivered Nov. 30/2006, all of them were damaged. The sofa cushions and arm rest were saggy; all foot boards were scratched and damaged; the ottoman has a zipper at the bottom which was broken, the ottoman also had black pen written on it. The delivery men just delivered and left, very rude and in a rush. After reading their delivery policy on on their website, it states that: If you have purchased delivery, a SETUP service is included: Upholstery Placement, attachment of legs and/or backs (recliners) and packaging removed. None of that was done for me; I had to do it myself. I contacted customer service dept. at the store within half an hour of delivery, and told them about the damages. They told me they would have to send a technician to confirm this, and the earliest they could send one will be on Tuesday. Further more they said, the tech will call me at some point on that day to let me what time he's coming between the hours of 9-5. That is very very inconvenience for me. I asked if he could come tomorrow Dec 1st, they said no. I then spoke to a sales manager, after I addressed my issues, he said he'll have a new set delivered. He then phoned me back to say that will not be possible and that I will have to wait until Tuesday for the tech to come. I told him that I’m really unhappy with the product and service, and that I would like to return them. He told me to call back in the morning and speak to the operations manager. The customer service rep I spoke to did not give me many options and when I told her I want to return the items and get a refund, she told me I can't, but once the tech confirms the damages I can get a replacement. The sales manager told me he'll look into the issue and have a new set delivered since I have just received the items and they are damaged; he then phoned me and told me the same thing as the customer service rep did or to call back tomorrow and speak to the operations manager. I asked what the return policy is, he told me to read at the back of my invoice (very unhelpful). The invoice I was given does not have anything written on the back. I just can not sit around and wait for almost one week for someone to call me, to tell me what time they will come between 9-5, for my NEW furniture. I am really really upset and this is by far below my expectations of the Brick products and services, as I have purchased a couple of times from the Brick before. One would think after spending over $2500, then will get a better product and/or service. I need these items returned as soon as possible, and I need some sort of compensation for all this inconvenience. I would like to continue to be The Brick customer, but I am afraid if this issue is not resolved quickly, I might have to take my business elsewhere, where it is more appreciated.

I called the store the next morning and spoke to Carlos - the Operations Manager. He was very understanding of my situation, and said I could come in and select something else. I went in to the store that same day, spent about 2 hours to select something else. After I made my selection (INVOICE# 120164N0563001), I was told at the moment the sofa was not in stock, but the loveseat and chair were available. I was advised that all items will be available in stock on December 18th. I said that was ok, and booked a delivery date for December 23rd. We also booked for the damaged items to be picked up on Tuesday, December 5th.
Even though I was still unhappy with the whole situation, I told myself no one is perfect and that mistakes do happen. The only reason I told myself that, was because I have purchased things from the Brick two times before and I didn't encounter any problems.
I have asked my husband to stay from work today and wait for the delivery guys to pick up the items. I was willing to sit on the floor until my order comes on December 23rd.
However, I just received a call from a rep from the store, I believe his name was Adrian. He called to say that the items I have ordered will not be available in stock for December 23rd. I was very very very upset, this is unacceptable, after all I have been through. I told him noway, and that the loveseat and chair were in stock, it was only the sofa that wasn't. He was replied "Well if that is the case then why don't I have it here", very unprofessional. That made me even more upset. I asked to speak to Carlos. He said he's not sure if Carlos was in, and that Carlos will not be able to do anything because the items are not in stock. He said I would have to keep the damaged items I have now, until my new items become available. Though, I was upset, unhappy, and disappointed again, I asked him when will I receive my order? He said he was unsure when the items will be available in stock, but probably after Christmas or so. I told him, sometime after Christmas is not good enough for me, and this is very inconvenience. Furthermore, he said a lot of things go wrong around Christmas since it is a very busy time, from his experience, since he's been with the company for 8 years. I told him after Christmas could be January, Feb. etc. I am not accepting that.
I am really very disappointed with your services. I had never thought a company as big as the Brick could be so unreliable. If I wanted this kind of service I could have gone to one of those small furniture stores and paid probably half the price. I also thought, since I had bought from the Brick before, you guys were reliable, both product and service. So far, I have been proven wrong. I can understand one mistake with one order, but this is just a nightmare that is not going away.
My husband stayed from work for no reason now. If they had called/left a message on the voice mail in the morning advising no one will be coming, he could have gone to work later and not lose a whole day's pay. I am sure the Brick will not reimburse.
It is really bad for me to receive this kind of service or treatment; specially if I am spending over $4000; it is not like I am getting this for free.
I would like someone to follow up on this, as no one in the store seems to care. It is like; once I made the purchase no one cares. I am the one stock with the unsatisfactory service and product. I am sure this is not what the Brick stands for. I feel ripped off.
I should receive some compensation for all of these troubles and inconveniences. I really hope to hear from someone who could resolve this for me.