The store itself was fine, unfortunately they partner with King and State for their 5 year warranty, which the store aggressively pushes. They sold me 5 new appliances with extended warranty. For some reason the washing machine doesn't have a serial number. Clearly I didn't remove it, or I would have removed it from the other 4 appliances. I found out that as it was the floor model, it should have gone in the garbage, not sold to me. So that's really bad on the sales persons part. I have an issue with my washer, I went through King and State. They sent out a technician, who refused to work on it because there was no serial number, but I do have the bill. I got an invoice from Whirlpool for the tech to show up, which I refused to pay, after several calls to the brick, they paid it and mediated between myself and King & State. They sent out another technician and that guy repaired my washer. However, he did something wrong, so had to come back 2 days later. That was about 8 months ago. The washer once again does not work, same error. King and State refuses to send out another technician. Might have something to do with the 5 year warranty expiring in 1 month. They actually cancelled my technician that they scheduled, siting that I've called 6 times, about the same issue. Calling and having the washer fixed are clearly different. I've called the brick, left messages and they are not calling me back. So although my initial experience in purchasing the products was ok, the customer service on both the Brick's part and their partner King & State has been less than desirable. read more

The Brick in Burlington probably had the worst customer service I have received on a 5000+ dollar purchase I made for my first apartment and first big furniture purchase I have made. I could write a novel on it but I am choosing peace lol. The salesman, Aaditya, was sleazy and disingenuous and when we tried to return nightstands (One still in the box and one out of the box but not used) in which HE messed up and sent the wrong one, he tried to tell us it was our fault. He was nice to my boyfriend's face but as soon as he asked for the general manager or were around customer service (who were also useless by the way) he switched and said it was our fault. We called numerous times asking for the general manager, and was either told they were not in or the customer service were defensive of why we were asking to speak to them. I don't even need the nightstands and don't even care for my money back at this point, I just want it out of my sight. I understand if the one that was open can't be returned but trying to return an unopened, unassembled, untouched nightstand that I was wrongly sold (which I have proof of if needed) should have no issues and the team should have at least been cooperative, considering the circumstances and big purchase I made. I was also pressured into and given the wrong impression about signing up for a Flexiti credit card but I won't get into that in this review. I just associate the furniture with the terrible, dismissive and dehumanizing experience that my boyfriend and I had and will not shop there again. Do better guys, is this seriously the kind of people you want to be known as? read more

It is a joke, we bought a couch there over a month ago and it has pulls on the sofa. They said that I would have to go to their third party service and put the service technician call in. They will not stand behind their product sold. I want the couch out but now we are stuck with it. What an aweful place to buy your products from NEVER AGAIN! BEWARE. read more

WORST CUSTOMER SERVICE EVER. ONE STAR IS FLATTERING FOR THIS COMPANY. I purchased a floor model stackable washer and dryer from The Burlington store. They shipped it still stacked. During delivery they broke it. The delivery guys did not unwrap it because they said it had come apart and it would be dangerous. The delivery guys were very late almost 8 pm. They did not remove the plastic to investigate they were only interested in getting home after starting at 7 am that morning. I had no way of lowering the unit until my son came over 3 days later. We removed the plastic wrap and found three out of the four screws had been ripped out of the washer damaging the washer and making it impossible to lower. There was no manual for the stacking kit explaining how to detach It is still sitting in my living room. The Brick has said that it is past the 24 hour mark from delivery and has done nothing to help me They have my phone number and they have not called. They said it was a warranty issue when clearly it isn't. Unfortunately I did not use visa. I used their card to get a 4 % rebate to use on future purchases. DO NOT USE THEIR CREDIT if you do find something you really like. It comes with no protection. They responded saying to email them. It looks nice but it does not take you anywhere. If you have any integrity you can call me. You know the number. read more

Terrible Terrible customer service. We purchased over 8,000 bedroom set . Was delivered with scratches. Customer service was very rude unprofessional confrontational and dismissive. Poor quality in a nutshell. read more

I am not someone who writes negative reviews, but I felt our experience had to be shared so people can make educated decisions before dealing with The Brick Burlington. I will ABSOLUTELY NEVER buy from the Brick again. Our entire experience, from start to finish, has been a nightmare with the Burlington location, and has honestly tainted my view of ever wanting to deal with the Brick in general. We came to buy a new mattress, automatic base, and accessories, all in spent around $6K. The list goes on and on for all the terrible customer service we encountered from start to finish. We were given a quote that we shopped around and came back because nobody could beat what The Brick had offered. We returned only to find out that our sales rep had forgotten to include the mattress bases in the quote so it would be at least a thousand dollars more. We didn't have time to go back to any of the other stores that day as it was too close to closing time, so we decided to adjust what we were buying, and give the sales rep the benefit of the doubt as he said he was new, and it was a mistake. He offered us a deal on some of the items, and we decided to still give him a chance - which was our mistake. Then we were given misinformation at every step, we were given a delivery date that was inaccurate, so I booked off work to stay home for no reason, and when the delivery happened the guys knocked a picture frame off our wall and smashed the frame and glass all down the stairs - I had to clean it up. Next, when we needed to exchange the mattress within the 180 Day Satisfaction Guarantee, we went to the store and were told nobody could help us, and we needed to come back to the store when our original sales rep was there. When we finally got in touch with our sales rep, he told us we needed to pay an extra $400 for the mattress (we were exchanging for the exact same mattress, just softer - and it was the same retail price as our original purchase). When we questioned him on this, he was extremely condescending and argued with us. He just kept saying "you don't understand how it works" and that we should "get it 'cause we are in sales", finally he said he would get back to us by end of day after he talked to his managers to see what they could do. We were fuming by the time we got off the phone. With no surprise, we never heard back from him, and in fact he ignored our calls and left our texts on "read" with no responses when, after hours of waiting, we asked if he had any updates. Finally, after waiting 3 hours, and approaching closing time for the store, we drove to the store to deal with this ourselves. We found that he hadn't talked to any managers, and was essentially ignoring us with no intention of calling us back. The manager at the store had to come over and apologize to us (the sales rep never apologized), and miraculously she was able to offer us a workable solution - only after we had been so mistreated, ignored, and had to drive to the store ourselves to get any answers. This behaviour is completely unacceptable! It is clear that they are only worried about closing an immediate sale, and cannot be bothered beyond that. I have never experienced such rude, and consistently terrible customer service in my life. I usually give people the benefit of the doubt, but there were far too many appalling experiences in this one transaction to warrant another chance. The Brick has lost any future business from us. read more

i don't usually write reviews but I feel compelled to do so in this case. The absolute worst customer service experience I have ever encountered, and with today's declining standard, that's saying a lot. Disinterested sales staff and even worse service after making a purchase. Went to pick up my item on the agreed date only to find out the item was not shipped from the main warehouse to the store in Burlington, then advised I will have to wait another week before it arrives. This is not a big deal unto itself but the lack of communication, aloof attitude and disregard for the customer wasting their time is a big deal. This was not the only surprise. I managed to take a peek into the storage warehouse while the Brick employee rummaged around looking for my package that wasn't there (apparently). What I saw was total disarray and a VERY disorganized warehouse with boxes containing store items strewn all over the place. My item may have even been in the jumble of boxes, appliances and packaging material but who's to know?? It was such a mess with a total lack of regard for order and structure, it is next to impossible to locate anything in that warehouse. I waited 30 minutes while the breathless Brick employee climbed over a mountain of boxes desperately trying to read shipping labels by the light of his iPhone, only to finally give up and declare the package didn't arrive and i will have to come back in one weeks time. What a disgrace! read more

The worst delivery experience possible. First the two men delivering the 4 piece sectional we order told me the "5th" piece was missing. They then proceeded to dent scrape and spread dirt across each wall down the staircase. Once the last piece was in the basement I was told to quickly sign the digital form and assured they would still assemble the sectional as detailed in the order. Obviously I fell victim to what is a standard process they put customers through getting sign off before anything can be assessed and disappearing fast with a trail of destruction in their path and an unassembled sectional in the middle of the room. Truly a horrible experience and I will not be giving any more money to the brick if this is how they operate. read more

This review is for the service provided by their commercial center (who worked in liaison with our new build contractor). I enjoyed working with sales representative Philip Alfieri during the buying process. We were in the market for new appliances and furniture for our new home. He wasn't too pushy (to offer products that we didn't need) and gave us adequate time to test out and consider the different products they had on the floor. He was very knowledgeable and insightful, keeping in mind our house dimensions to the products he recommended. In a span of 5 hours, we had chosen all the items we needed for our new home. Prior to delivery, we had been online shopping and wanted to upgrade to some appliances they didn't have in store. We were able to customize the fridge we purchased - switching the handle from the right to the left--as it was better suited for our blueprint. Keep in mind that this sort of customization requires 4-6 weeks prior to being available for delivery. I might recommend is the store having a water dispenser and complimentary coffee. Choosing out appliances is a full day affair. The after purchase experience was a NIGHTMARE. It made me drop the rating from 4/5 to 1/5. My appliances were estimated to be in stock and ready for delivery on the 10th. It was pushed to the 14th. And then the 15th. And then the 21st. WHAT IS THE POINT IN PAYING IN FULL FOR MY APPLIANCES OVER 30 DAYS IN ADVANCE IF YOU CAN'T DELIVER? So finally, my shipment arrived 6 days later than initially planned. Unfortunately, the customized fridge came in uncustomized. So we worked on bugging the brick daily (for another week) to get the proper products which we initially ordered. read more

I have made a number of purchases from this location over the years, and I have never received bad customer service, but I have seen alot of rotten and rude customers. Today I made another purchase with Jay and received the same excellent customer service that I have always receive from this location. I will always be a repeat customer to this store. Roxanna read more

There should be an option of -stars. Do not buy anything from the Brick. Their practises in marking up items with the price are very shady! We went to buy a sofa and the one we were interested in was marked up as $899. it also had a tag on it saying 'I have hidden features' when you turn the tag over it says it is also a sofa bed. but when you go to buy they tell you it doesn't have a sofa bed, the sofa bed version is twice the price and then refuse to honour the item as advertised. it's a swindle! don't trust them. If this is how they behave at the beginning of your shopping experience, imagine what it must be like at the end! especially if you had to resolve an issue with them. -4 star review. read more

very bad customer service. we bought a tv back in 2020 under extended warranty on the top they refused to cover any damage. I would not recommend not an buy any kind of electronics ..good luck everyone read more

I needed a new table and chairs set for a small living space. I had found online the set that I thought would work well in that space. Brian was most helpful in his advice and suggestions. And he lent me a tape measure to see if the boxed purchase would fit in my car, for my eventual pick up of the set from the Kingston store. He was very kind and patient, and gave me information for questions I had not even thought of yet, but ended up being of much value to me. A very pleasant experience. read more

Really bad customer service. Husband and I have been dealing with them for 2 years with 3 different mattresses that has caused extreme back problems. We tried 3 different brands and all have the same problem of sinking. Now we both have very bad back issues and we are young. We don't even weigh much both are slim. Horrible service paid so much money and now we are stuck. Do not buy mattress from the brick. read more

I visit burlington Brick first time, the service I get from RAM was out standing, this guy help me at every single step and just because of this customer service I can't hold my self to buy something which I did not initial plan to, not only that this guy help me to replace the damage item that I received in delivery and give me best guide to get this replacement faster. Highly recommended RAM in Brick burlington. Jamal read more

bought a Mattress for $2000+ was giving my husband pain in his shoulders. So reselected to an expensive one for $3700 and got it with spots. Saw it after two days. called customer service and they says they will not do anything just change the cover. paid 3700$ to feel I got an old damaged mattress. Never go to this shop. Greedy wolves. As a common man we know how hard it is earn $3700. Lady was rude. Wasted my money could have given as charity and would have been happier. Worst shop read more

We have been dealing with the brick for many years. Philip A.Burlington store, d in corporate sales has helped us purchase many appliances and furniture. More recently we needed a dishwasher a.s.a.p. as company was coming and a dishwasher would certainly help. A rush was put on the dishwasher we ordered. Everyone is Philip's dept. helped us, even solved the questions about 5 thumbs new specifications for hard wiring a bosch dishwasher. Hats off to Phil and everyone in his dept. in corporate sales. 5 thumbs up. Thanks Again. I do not agree with the negative write ups on this dept. store, or sales people. read more

I purchased a desk chair. When I opened the box there were 3 pieces missing! I called the store, asked if I could return it for another chair or a refund and was told NO. I had to call the maker of the chair and ask for replacement parts to be shipped from the US. Not impressed. I will shop elsewhere from now on. read more

I'm not surprised The Brick hasn't set itself up for Google Reviews. Trying to avoid inevitable bad reviews, it seems. I have never enjoyed my experience there. I've purchased many pieces of furniture there over the years. The furniture is always decent for the price. But the experience with the sales people has always been average to poor. Every single time I've bought furniture there, they always approach with such a cringey sales tactic. Their main goal, it seems, is to sell the customers their furniture protection plan. They always offer it and when you say no they push. When you say no again they say "Let me speak with my manager to see what they can do" (which, as a customer, I have never wanted them to do). They always come back and say "My manager says they are willing to sell you the protection plan for 50% off." Once again, I say I don't want it and they lay on the cringe "Oh no worries. I understand. It really is a great plan and for 50% off you can't beat it, but no worries if you don't want it." It is so off-putting, but I get the impression customer service is the least of their priorities. read more

We would never shop at the brick again. We bought a warranty when we bought our living room chair.The bonded leather cracked on the seat so we proceeded to have it repaired last October. We then realized Burlingtons Customer Service is rude and was not there to serve us at all. We have been making phone calls since October. They were suppose to replace the seat. After many many phone calls, that WE had to make to them, we finally got a new chair last week. Don't buy their warranty and don't shop at the brick unless you want to be totally frustrated for months by their staff. We should have read the reviews for the brick first. We see now that we are not the only frustrated customers. read more

i would give -100 stars. Neeevvvvverrrr shop from BRICK. Especially this location.The worst brick location!!!!!!!!! A bunch of retards work here. They are no help at all. We have been brick customers for 8years and they gave us no value at all at this location. they do not communicate with each other and if something goes wrong with your order they blame you.We had bought sofa, love seat and chair from this location in 2014 along with warranty. Our love seat recently ripped and we contacted them and they requested pictures and some days later they told us that they could not fix it or replace it because they no longer carried this particular some seat. So they said we should go to the store and pick something else and that they would give us a credit for the seat. When we went in they told us we had $1600 credit. We were surprised and we decided to replace all of our living room furniture and we put an order through it came up to $2000, we didn't mind paying the extra $400. five mintutes After leaving the store we received a call from their "costumer service" she told us that we did not have that much credit and blamed us for not saying anything in the store. My husband said you have my account open infront of you, could you not see what my claim is and what my credit should be. We had to revisit the store to make another selection for about $400 instead. When we went in the sales rep again told us we have $1600 credit. We insisted that we don't and its a mistake. She said no, get new couches thats what our system says you have that much credit. Long story short, they gave us a credit of $700. we picked a new sofa. They delivered it a week later and it had a big visible scratch. AND they took our chair... they said they gave us a credit for that as well. Which is nonsense.. the chair had nothing to do with our claim. It was out if the question. We called them n told them that the sofa has a scratch. They said they'll send us a new one. They brought another sofa and before they could get into my apartment the delivery guys noticed that its ripped. So they took it back. Now we are waiting for our 3rd sofa to be delivered to us and we are hoping itll be in good condition. The management sucks in this location. The manager is no help at ALL. He has no idea whats happening in his store. He was reselling our old chair to us for $240.00, he said if you pick it up yourself you'll get it for $120.00. We agreed and later he changed his mind... he said i dont care you are going to pay $240.00 if you really want it. Veryyyyyyy inconvenient... very rude.. very stupid costumer service. read more

Stay away, far far away from The Brick. Read below to find out why. We ordered a high-end bedroom set, a Dining set along with a TV and Sound Bar/Woofer. TV/Sound Bar were great. Dining Room Set - 2 of the chairs were damaged but different pieces. I was able to make 3 full chairs and had to have the 4th redelivered. The redelivery on this was fine, thankfully. Bedroom Set - the Mirror had a giant scratch through the center of it so we had to set up redelivery and take another 3 hour window out of our day, not to mention wait another week for something we were so excited to have in our new home (which still has about 2/3 to be furnished). When it was redelivered, the mirror again had a scratch through the middle of it. This is where it got terrible, see below. After having the second damaged mirror arrive, I called the Brick Burlington store again. This time I requested to speak with the Store Manager but he was not in so I spoke to the Sales Manager. This was at approximately 930-10am ET on July 14th. He advised he would call me back within the hour once reviewing the issues after I explained my dismay. He called back and asked that I send a picture of the scratch which I did immediately and that he would follow up again within the hour. 5 hours later I get a call that he got busy, didn't get to work my issue further but remembered me as he was walking out the door so turned around to make sure he at least called to push me to the following day (Sunday). This was shocking since as a Manager of a Retention team myself, I would've stayed the extra hour to make sure my client's needs were handled so it speaks volumes to their Customer Service commitment (or lack thereof). On Sunday, I received a call from a Customer Service rep (nothing against her, she was pleasant) however I was expecting a call from the Manager as promised (Second failure by the Sales Manager alone, on top of the issues with the product). Not only did he essentially forget about me the previous day, he then did not have the decency to call me back personally as promised on Sunday. I called out this concern to the rep and asked what could be done as remediation for the overall issues I've had. She advised I would have to wait another day until the Store Manager was in and I could expect a call on Monday. Monday came and she did call. We were able to set up our THIRD attempt to have the mirror delivered, hopefully this time undamaged and she offered a $50 credit as an apology ($50 is less than 1% of the purchase price not to mention I am now on hour 8 of dealing with this issue if we account for the time waiting on delivery 1 and 2). I respectfully asked for this to be reconsidered for a $200 credit given the time I have had to take off of work and out of my personal life to have things redelivered that should not have been damaged on MULTIPLE attempts. I was then promised a call the following day (Tuesday the 17th of July). Tuesday came and went and no contact from the Brick by phone or email...nothing...radio silence. On Wednesday I finally heard from her again. I missed the phone call so received an email advising they could credit my purchase $100 or an instore credit of $200 which was what the Store Manager was offering. What confidence do I have to use $200 towards a purchase where I would undoubtedly have to spend more out of pocket with all the issues I've had? With all these issues, I don't feel that I have to negotiate but here I am.... I've now had to go back again asking for a simple $200 credit to my account which is a measly 3% of my total order which I feel is very fair given the lost 8 hours of my time (so far and still counting as this remains unresolved). 3rd attempt Mirror arrived undamaged but then it got worse as they didn't assembly the bed properly so it's already started to break. The ensuing hassle to have this rectified took another 4-6 hours minimum, being insulted by the Store Manager and offered no further remediation for what I would easily say is by far the worst customer experience I have ever had in my whole life. Both personally and client facing (keeping in mind I manage an Escalation Team so spend minimum 40 hours a week rectifying Customer Issues) Even all of the issues I've had to work on and help with, this is by far the worst. read more

The store manager is useless and did nothing but waste my time. I almost felt bad for the sales person because he was close to selling us a $1200 mattress, but the manager instead lectured us on why he can't waive the $40 delivery fee. Just as we are walking out the sales guy tells us 'ok, now that you are walking out I can waive the fee.' Is this seriously how you run a business? We have to walk out to get noticed? Never again will I shop at the Brick. The quality of their products is garbage and the store manager at this location is just as bad. read more

I bought a 75" LG TV from the Brick, it was on display as a floor model as the TV was sold out and I could not purchase a brand new one. I was disappointed. The sales representative talked with management and I was able to purchase the TV at a reasonable price. The TV came as schedule, then 2 days later the TV installer came and installed/mounted the TV with no issues. When we started watching the TV for a few days after it came it was noticed that when we turn on the TV it would say one moment and sit there and do nothing with a blank screen, as we plugged out the TV, and quickly plugged it back in it began to work. I called brick and got Cindy, she was very understanding, she listened and advised me that she would get someone to help me over the phone, as all the representatives are busy at the moment, but in the mean time contact LG manufacturer and explain and see if the TV is in model mode. I did call LG and it was exactly that. The TV is fine. towards the evening I got a follow up call from Cindy wondering how things went and inquiring if I got the matter resolved. I think that was above and beyond and i was well pleased with the time she took to assure the TV was running, considering I did not purchase any additional coverage on the TV and it was a floor model, i bought it as is. I really appreciated the service I received from the Brick and I definitely will shop there again in the future because of the way I was treated read more

I asked for a refund since they delivered me furniture with DEFECTS and they said NO. They said they would only send me another one. I said no because I don't trust the quality of their items now and don't want any more of their low quality stuff. They said there is no way I'm getting my money back even though they're the ones who screwed up! That's customer service??? How can they just keep my money??? They are the ones who screwed up by sending me crappy furniture! They offered me store credit and I said I didn't want one and they told me basically that was TOO BAD. The store manager is the most unprofessional, ignorant lying store manager that I have ever dealt with! I left and they still have my money. I don't want to give them my money! I want my money back. I told 3 people about this so far and all of them said that they hate The Brick and would never shop there because they give the WORSE customer service. I wish I would have known this before. read more

. I had a very bad experience in which I bought a vaccum and with in an hour on same day I taken that back to return. Vaccum was never opened still in its original packing. They did not returned the Vaccum. When I ask for my rights, they said that get of the store or they will call police. read more

Maybe they have great prices. But don't expect any customer service once you pay them. Took a week to get a service man to just come and look. Then leaves saying he needs to order a part, not giving any further info. Call the 1-800 number and someone who doesn't seem to understand english , says by the end of the day the info will be in the system. No idea when they will back or how I find out when they come back, because YOU have to be home to receive the call from the service guy when he gets around to your neighbourhood. Last time I buy an appliance or anything else from the Brick. Or better yet someone with a better grasp of the english language. After all, who is the customer? read more

It was my fault for giving THE BRICK another shot after the HORRIBLE experience I had Two years ago. I will never get these 3 hours back. After a lengthy process, my husband and I made a choice on our Living room set only to be told that it would be on a two month BACKORDER.......REALLY????? Why are they selling things they don't have???? So, they "pretend" to give us a deal to make up for this inconvenience. The "sales manager" threw in a cleaning kit, extended warranty and gave us a discount on the floor model sofa "ONLY" as we were not prepared to wait. Once the financing was approved, all the problems started. The general manager put a stop to everything. I guess the "sales manager" has NO AUTHORITY. He probably is in charge of scheduling and breaks....lol. Anyways, she tried to "up-sell" us by $1000 trying to force us to take the love seat if we wanted the "deal" .....We DONT need a love seat. When we refused to purchase something we didn't need OR want!!!!!!!!, the original offer was refused. They said it all with this cold look on their faces like we were dirt!!!!! The funny thing is, I have told approx. 10 or so people about my experience and they all can relate and they ALL hate THE BRICK!!!!!! Why are they still in business?? Anyway, I gotta go. I gotta keep spreading the word! Please, Please don't go there. Hear the warning! By the way.......this is the Burlington location on Fraser Rd. read more