Over Easter our fridge went and we bought one online. Well the day it was supposed to be delivered, no call and no fridge. Upon calling We come to find out no arrangements had been made for delivery on that day at all.Well that left us out one days pay for taking the day off to wait for the fridge and no fridge. Seem fair?

The sales crew are all on commission so be care full of the crap they will feed you for their paychecks!

Another point: Why does the brick have online shopping if you have to go into the store to pay for it?

unhappy

I have been a customer at The Brick now for about 10 years or more. A couple of years ago I purchased a sofa set, two bedroom sets, a plasma television and some other small accessories, we were quite happy with the overall quality of the products, but I must say that the quality of the service was not pleasant. We experienced missing parts and delayed delivery dates, not to mention the unpleasant attitude of the delivery men. Our walls in our home were scraped on an above average scale.

I have once again made another purchase at the same Brick department store and experienced a much greater problem than before. We were assured by the sales lady that we would recieve our bedroom set and our children's bedroom set for sometime ( in the first week of January at the time of the sale which was mid December) The furniture was instead two weeks late and on arrival we were surprised to see that only half was delivered, leaving our two children sleeping on matresses on the floor with no dressers to store their clothes. We also experienced excessive damage to the furniture, walls and our hardwood floors. A complaint was made immediately at customer sevice so they scheduled us in for a repair man which has cancelled on us several times costing us time. We are almost halfway through February and we still have not recieved our furniture nor have the damages have been repaired.

This letter only explaines a small fraction of what we have been through. We hope that there is someone curtious enough somewhere in your department to respond to this complaint.

In your response we would ask you to give my family and I one good reason why our next purchase should be at The Brick.

E-MAIL [email protected]

Sarah and John

The Brick Canada cancelled return or exchange policy
if you buy any thing from the brick, you can not return or exchange what you buy even if deffective
the salespersones will not know you after they sell you the product
the salespersones only know how to make the commision from you
the brick managers in all branches are tough and will not cooperate with if you have problem
dont buy from the brick

I should have predicted that my dealings with this store would be a nightmare the first time I walked in the store. I had a list of everything I wanted, which I had put together using the store's website. I stood in the mattress section of the store politely and waited for 15 minutes as salespeople walked by me and ignored me. I then went to the Customer Service desk and asked if I could purchase the mattress, etc, directly at the desk. The woman told me I had to talk to someone in the mattress section of the store. I told her no one was there. She said, "There's nothing I can do; you have to find a salesperson in that area of the store." Eventually I approached someone in the living room section and asked if he could please sell me a mattress, box spring, bedframe, and area rug. And so...the nightmare began.

PROBLEM ONE: I was told I could call the store at any time to change the planned date of delivery if it didn't suit me. I tried that, but The Brick makes it a habit not to answer the phone. By the time I got someone to pick up the phone (four days after my first attempt), it was too late to reschedule. I was treated incredibly rudely by the Customer Service associate on the phone.

PROBLEM TWO: Only half my order arrived on the delivery date. When I went back to the store, I waited a full 10 minutes at the Customer Service desk while two women worked at their computers and full-out ignored me. Eventually one of them checked my order and said snarkily, "Well, that's because the other half of your order is backordered" - like I was some kind of idiot. No one had told me there was a backorder, and it wasn't written on the bill of sale - so how was I supposed to know? Incidentally, while at the desk, I commiserated with a woman who had been waiting for her furniture for FIVE MONTHS.

PROBLEM THREE: At this point, I wrote a letter to the manager. To this day, I have not received a response.

PROBLEM FOUR: The store attempted a delivery with no "24-hour warning call" - so, I wasn't home, and my box spring/area rug went back to Toronto. (Oh yes - be warned that The Brick's warehouse is in Toronto - because having a storage area in Ottawa would be just silly, right?)

PROBLEM FIVE: The box spring finally arrived. I asked the delivery men if they would please set up the bed frame, as the prior delivery men had left it in the box and I'd been sleeping on the floor for three weeks. They said, "No problem". Then they placed the box spring in the room, had me sign some paperwork, and walked out of my house. I said, "Uh, are you going to set up that bed frame, like I asked?" (the salesman at the store had assured me TWICE that all deliveries included free assembly). The one delivery man grumbled, "I didn't even deliver the box spring, so it's not my problem" as he headed back up the stairs.

I haven't laid on the bed yet, but I fully expect to crash to the floor when I do!

Ottawa has so many furniture stores to choose from; avoid this one like the plague.

Just a final note of comparison: I went to Ashley Home Furniture for a living room set and it took 2 weeks between purchase and delivery. I was treated with professionalism throughout my dealings. My ordeal with The Brick took over 4 weeks and I've never been treated so rudely by service personnel.