The Brick will ignore your complaints unless you do one of the following. File your complaints so that it ACTUALLY matters:

1. File a complaint with the Canadian Consumer Protection Branch (http://www.gov.on.ca/mgs/en/ConsProt/STEL02_168949.html)

2. File a complinat with the Better Business Bureau
(http://www.ccbbb.ca/). There's a 'complain' option at the top of the page

On September 25, 2008 I purchased, from the Scaborough SuperStore, a living-room set (Saleorder Number 09258440527‏). I paid $1200 in cash for two sofas, tables and two lamps. To date I have received everything except for the lamps.

I think that it's absolutely rediculous that I would have to wait three months for the delivery of items that have been bought and paid for. Initial delivery dates had been established for the delivery of the lamps and every time, 4-5 times in total, those delivery dates had been pushed back. At this point the superstore is unable to determine when, if ever, those lamps will be delivered to me.

I had called The Brick's customer service department yesterday and the representative suggested that I go to The brick's web site and select replacement lamps. I thought this was a great idea. I selected the replacement lamps and I called the superstore to inform them of the change. I was informed that there was a price difference between the replacement lamps and the lamps I originally ordered; as a result I had to pay $56. I simply cannot believe, after the money I've already spent and the time I've waited, that The Brick would attempt to squeeze another $56 from me.

The Brick speaks loudly about their 'commitment to provide an enjoyable shopping experience' but you do nothing to display such commitment to your customers when difficulties are experienced. The simple fact is this: I entered into an agreement with The Brick. I did so under the assumption that the goods I purchased would be delivered to me within a reasonable period of time (a right, I believed, is accorderd under the Consumer Protection Act). Three months is definitely NOT a reasonable period of time. If The Brick cannot provide me the goods we agreed upon, within a reasonable period of time, then you should offer me a replacement for those items, at NO additional cost.

I don't wish to go into a long drawn out explaination of our treatment while dealing with your store in Kamloops because I don't think theirs enough room to tell you about it. But I do want you to be aware that in the last year, we have purchased about or over $5, 000 worth of merchandise at the Brick, we went into your store to purchase a couch table that was promised...no guaranteed to be reduced on the 30th of Oct. (we were given an invitation that was signed by the manager as well as some one else) and was told to come back on the 30th and we would be happy with the price. We waited until the 30th (approx. a week & 1/2) returned to the store and was told by the very salesman that they decided not to have a sale and we would have to pay full price for the item. I pulled out the paper that said otherwise and he took it from me and gave it to the manager who proceed to insult us by telling us the best he would do is 5% off. I told him that it was an insult and that we were guaranteed a lower price, the sales rep. proceeded to cover his ass by telling him that he said no such thing, Both myself and husband were standing there when he said it. So now we have been lied to, insulted and called liars. I told the manager of all the items we had purchased through the brick (including an entertainment center just a couple of weeks before) and that we also wanted to purchase livingroom furniture as well and that he could kiss that sale and any other sales from us good bye. We left your store and drove up to City Furniture, told them what had happened, they assured us that we were treated unjustly and that the paper the manager signed should have been honored. We purchased our furniture from them, were treated very well. We will never set foot in a Brick again, we will tell our experience to whoever we can so they won't be treated the same way as so many others have obviously. (reading the complaints of other, it's an on-going issue)
City Furniture is a much nicer place to shop, they know how to treat the consumer and they have our business from now on.

My Fiance and I bought a our first table and chair set from the brick one month before taking possession of our new home. At the time of purchase, we were told that they did not have any in stock but they would be getting a delivery at the end of the month and they would then call us to let us know. We mpved into our new place and never recieved a call, I then decided to call them myself. When I called, I was told that my order had been put on delay and she couldnt give me a date, but had promised me a call when it arrives. One more week goes by, we then go down to the store and find someone to help us. I see a lady sitting at a computer doing nothing so I explaine to her that I had paid for a five piece dinette set and was just wanting to know the status of my order. She comes back with " WELL you DIDNT order your table and chairs through ME! so there isnt anything I can do to help you... Its not like I can look in the computer and see your information! GO TO CUSTOMER SERVICE!" taken back by this we find someone else to help us, we were then told that our order would be in from the 7th-11th of this month and we would get a call. Here we are in our new home with no table for our first thanksgiving dinner with the family...very nice. As we expected, the 11th comes and goes without a call. By this point we have been without a table and chairs for a month and a half. This being the last straw we go down to speak to customer service for a third and final time. When asking the status of our order this time, we were told that it would be in sometime towards the end of this week to sometime next week.. she couldnt even give us a date!! that being said, we asked for our money back and went to another store and bought a beautiful table and chair set and we also were able to get some other things with the money we got back. The Brick has lost another two customers, I have yet to meet one person who has had a good experience shopping from there. My only question is.. how do they stay in business...

Email sent to The Brick and the Better Business Bureau this morning:

I am so frustrated, I don't even know where to begin.

In August, my fiancé and I were very excited to purchase a bedroom set and range from you on a Brick Card (payments deferred for 8 months). The bedroom set was delivered without legs; and then the next day, a range with a broken element came. After a couple of weeks of calling the Deerfoot Meadows store EVERY DAY and never getting a call back (though we were always promised you would call back), eventually we were directed to your warehouse, where we waited for an hour and a half and still no one helped us. The next day, we went directly to the Deerfoot Meadows store where people actually had to talk to us, and a supervisor agreed that everything should be refunded because of our horrific experience.

I wish I could say that the terrible service ended there, it didn't. Getting your company to actually pick up the incomplete bedroom furniture and range proved to be just as frustrating. We booked the upcoming Saturday for the pick-up. That morning, a mover called to say he would arrive in the next couple of hours to pick up the bedroom set. When I asked about the range, he said he had no information on picking up the stove as well. He said he'd call the store to confirm and call us right back when he received clarification. Guess what?! He never did call back. We waited until noon, then called the store to ask if he'd been delayed. They told me that we were mistaken, that they were scheduled to pick up the furniture the following Saturday. When I told her that this made no sense as I had talked to the mover earlier that morning, she insisted that I was wrong. I got off the phone in disbelief. My fiancé called back and insisted that they look into the situation, and it turned out that the mover had rescheduled the delivery date and didn't call back to tell us. Sensing my fiancé's frustration, they reschedule the pickup for that Monday. My fiancé waited most of the day and no one showed up. He went into the store again, where he was told they were coming on Saturday. He spoke with Dawn and she was helpful, and made sure the furniture was picked up Tuesday morning.

Unfortunately, this is not the end of our story. We had planned out equal payments to pay-off the bedroom set before the eight months to avoid interest payments. As such, I made a $350 payment on August 27th (before the chaos, before knowing that dealing with your company would be pure hell). A few days after the movers picked up the furniture, our account read zero. The problem? Our $350 payment should be refunded! For the last couple of weeks, I've been calling The Brick's Financial services( 1-800-277-6860), trying to get my money back. They kept telling me that it was under investigation and that I'd be contacted when a decision was made. Yesterday I received a message saying I should call them back, so this morning I did. They said I need to call Deerfoot Meadows store to ask about being refunded the Administration fees and Environmental fees (for the removal of our old stove). I totally understand that I need to pay the $25 Environmental Fee because we did receive that service. Other than that, we have received nothing but frustration and wasted time from your company, WHY WOULD WE PAY ADMINISTRATION FEES FOR SERVICE AND PRODUCTS WE DID NOT RECEIVE? As it stands, we have no products from the Brick, and we will NEVER shop there again, so we'll never need to use the Brick Card. In fact, we want it cancelled and destroyed. We want $325 refunded immediately (minus the $25 Environmental fee).

To be honest, I suspect that I will never receive a reply to this email as I've never received a call back from your store or reply to any emails. Your customer service is atrocious! I will be sure to let all of my friends and colleagues know how terrible our experience was.

Rona MacEachern