We purchased a couch, loveseat and recliner at the Brick in 2009. It was clearance and in the store but we paid almost $2000 for the set so it wasn't cheap. Upon delivery we noticed the sofa was extremely uncomfortable to sit on. The loveseat was still in its wrapping and we called the Brick because we wanted to return the set. We would deliver it, it had been in our home for less than 12 hours at this time. They refused and said they made it clear that it was nonreturnable even for store credit. That was our mistake but I do think it is a poor policy. Anyway, as time went on the couch became more uncomfortable and we notice the recliner was sagging as well as had a stain on the arm we couldn't get out. We had purchased the 5 year warranty for all parts, service and stains so I called the Brick on Jan.6, 2011. They sent someone out on Jan. 11, 2011 who took pictures and said it looks like the chair will need to be repaired or replaced. I am still waiting for "the Part" 9 weeks later. They refused to do anything about the stain unless I pay money and have it professionally cleaned. I was told quite bluntly that they are not a cleaning service!! That professional cleaning is to be out of my pocket. They are still looking into why the part that was supposed to come in 2 to 3 weeks has taken 9. There is no response to my couch. It is impossible to sit on one end as it sags and is extremely uncomfortable. We think something is wrong with the springs. I have never received the run around like this from a company before. When I asked to speak to a manager, I was told that she was a manager and would be told the same thing no matter who I talked to. There must be something that can be done. I am really frustrated and want to warn people to beware of the Brick!

WE ARE DONE BUYING FROM THE BRICK!!!
My boyfriend and I bought $5000 worth of appliances in November 2010, told the sales guy we move in to our new house January 7, 2011. He said that was not an issue, delivery would be for then. By 3:30pm on the 7th, we still had not received anything so I called them. They said delivery was scheduled for Jan 12th, when everything arrived (they were still waiting on our gas dryer). We went down to the store and complained, and arranged for a delivery on Jan 9th, without the dryer. They said they would refund us our delivery charge.
On January 12th we went back into the store to complain as we had not heard from anyone - they gave us a loaner gas dryer. (still no refund for delivery charge, nor a response from a manager). I was told the dryer would be in the warehouse by the end of January, and we would receive it the first week of February. The end of March we went into the store to speak with a manager as I was tired of the run around and imagine that..the dryer was in! The manager asked if we were having the gas installed etc, as she wanted the bill after it was done so they can pay for it.
I emailed her the invoice on April 6th and was told he would take 2-4 weeks...That was almost 7 weeks ago!!!
I emailed the Manager on May 10th, got a reply that she would call head-office and call me. I have emailed her twice since, and have had no reply!!!

I have spent thousands of dollars with your company. I have realized that when it comes to me purchasing something I have the best treatment possible. When I have an issue that needs to be rectified no one cares.

I have left several messages with you Heartland Brick location (905-502-7500) and no one ever calls back. I have a defective mattress and have called in over 10 times to see what the procedure is to get either this fixed or replaced. I was told if there is a stain on the mattress that I would have to get it professionally cleaned before a technician can come out and look at it. I did! I paid $100 to a cleaning company to clean it. The minor stain never came out. I was also advised by someone at the Brick that is the stain is not removed just show the receipt that I have attempted to get the mattress cleaned and that will be good enough. Unfortunately, that was not the case. I have been sent around in circles and no one cares. I spent close to $1300 on this mattress which I can’t sleep on as it is sloped in the middle and has ripped around the edges. The mattress is less than 2 yrs old. So now I sleep on my couch which I also purchased form you guys

went into buy washer and dryer that was on sale as well as a 50" flat screen was told the sale was on for a week went back a day later sale was over and they had no stock left. Next week another flyer same thing another week another flyer same thing go figure lure people in the store for nothing

In November 2009 I purchased a king mattress. I purchased it for delivery the day after I moved into my new home. On the day of the delivery, the men brought a queen-sized mattress and began to argue with me that that is what I purchased. Upon showing them my invoice, it was clear that I had bought a king. So, another week passed until the delivery of the king mattress. However, upon delivery of that mattress, it was NOT the mattress I had ordered. I then went through SIX MORE MONTHS of waiting for The Brick to resolve the issue. I was told that the style of mattress I had purchased was no longer available (there was some mix-up with the item number with Simmons and The Brick) and that I was to wait for the new line of Simmons mattresses to come into stock to make a reselection. I was also told to talk to the Simmons representative, which I did even though I do not feel that that was my job. After months of waiting (as I was told it would be March, then April, then May) and two failed mattresses, I finally returned the reselection mattress in July and went to Sleep Country Canada for service that was unbelievably great! I vowed never to shop at The Brick again.

This November, 2010, I decided to give The Brick another chance to earn me back as a customer. I went in to look at sofas and dealt with a very nice sales lady. Part of the reason I decided to go with the sofa I chose was because not only was it a sofa bed sleeper but that I’d have it in time for my party in December. I borrowed a cushion to see if it would match my carpet, and from that cushion I also chose a paint colour to match as I had my entire basement painted prior to the delivery. I then went and purchased the sofa bed, chair, and ottoman and was told that the sofa could be delivered within two days; however, upon delivery, everything went downhill.

The first attempt to deliver the sofa bed met with it damaged upon arrival and it did not have matching feet to the ottoman and chair as I was lead to believe upon purchase. The chair was also damaged, the drivers damaged my house (several walls including the newly painted walls and hardwood floor), and the drivers were so rude to me that I literally felt violated upon them leaving my home. Thankfully I had a Sears carpet cleaner here who witnessed it all. I made several calls that day while the drivers were here and also spoke with the distribution manager via the driver’s cell phone regarding the feet on the sofa. I also submitted my pictures, via email, and complaint to the general sales manager whom I had also dealt with regarding my mattress issue as noted above. I was told that once the sofa bed was delivered that compensation of some kind would be dealt with then. So, we scheduled another delivery for the chair and sofa bed.

Upon attempt #2 the chair was exchanged but the sofa bed that showed up was damaged, and still had the wrong feet, so I did not accept delivery of it. I then called The Brick again explaining this issue. In my opinion, it was the same damaged sofa bed from the week prior; however, I was told it was not. It was clear at this point, I would now no longer have the sofa bed in time for my party, one of the main reasons why I decided to purchase from The Brick. I was also told that upon further investigation that the feet that the sofa bed has are in fact different from that of the chair and ottoman. Why would I purchase something that doesn’t match? I believe that to be false advertising. After already having the basement painted and having the chair and ottoman, I decided to still go ahead with the sofa bed.

For attempt # 3, following my party I might add, I was called in the morning to set up a delivery time window. I was originally told 4-7pm; however I explained that I would not be home. So I was called back within five minutes and told that they could deliver my sofa between 10am and 1pm. I spent 3.5hrs PAST the three hour window of delivery (6.5hours) and made 3 calls (2 voice mails) to The Brick regarding the “no show” and no call. The one time I spoke with someone directly she said she had tried to call the drivers and got no response. At 4:30pm I had to leave for an appointment so I called The Brick and said I was leaving. I came home at 7:30pm to find that I received no call from The Brick explaining what had happened or a request to call back to reschedule. The following day when I finally got a hold of the manager, she told me that the driver’s slip said that they attempted delivery at 7:50pm and no one was home. First of all I was home and no one ever did show up (even as evidenced by no footprints in the snow) and secondly 7:50pm was 6hrs. 50min. PAST the 10am-1pm window! I was not impressed that one day during my holidays was completely wasted on a ‘no show’ without so much as a call!

Attempt #4 for this sofa was last week, and once again upon arrival, I asked the drivers to inspect the sofa for damage on the truck prior to bringing it into my home. It was damaged so once again, I STILL DO NOT have what I’ve paid for. I called the manager right away but was told she was on holidays so I left another message regarding this unresolved issue and she did not get back to me upon her return so I made three calls today. I have decided to return the chair and ottoman, and the no-show sofa. I have also asked to compensated financially for the damage to my home. How much patience is one customer supposed to have? How much of my time is going to be wasted waiting for an undamaged item? How many damaged items am I going to continually be sent? How much damage to my home and rudeness from drivers is one person supposed to take? I highly doubt I will be compensated but I can assure you, I will NEVER EVER SHOP AT THE BRICK.