I ordered a mattress online, along with a sectional, dining table and chairs and headboard set. The mattress is horrible, you can actually feel the springs/coils in your back and when you move can hear something moving inside?! The worst 'brand new' mattress ever. Called to complain after weeks of sleepless nights and had to take 10 photos of it and submit it to manufacturer to approve. It finally was, and when I went into The Brick in Kelowna to pick out a new mattress, was informed by sale person that the original one I bought is meant for a child, I'm in my sixties?! Its now been over 3 weeks and still no new mattress:( delivery has been delayed/postponed 3 times now and I'm fed up, as have stripped my bed three times expecting the delivery of new mattress and pick up of original one...the Brick has my money and I have nothing Worst customer service EVER!! read more

I've given this store a few chances in the past few years, but every time am disappointed. Extremely aggressive, tactless commission sales staff literally will not let you browse the store without following you around. They do not listen to what you're actually looking for and make it exhausting to shop there. There will be one or two decent deals for most things, but a lot of their stuff is priced pretty high. Not a bad thing, but they don't offer anything any different/better to any other store, so I don't see much value in what this store sells. If you want to spend a lot, why not go to a store that had better style? The main problem at this store is their company culture. Not much you can do about that. With so much competition in this business, there's no advantage offered by this company. read more

We stopped by the Brick in Kelowna to look at mattresses. it was Mila who offered us assistance and we were quite impressed by her knowledge of mattresses and all the helpful suggestions that she offered us. She was friendly, helpful and knew her product very well. We ended up purchasing a mattress set that day and we are looking forward to having the new mattress delivered to our house for free and getting rid of our old one at the same time. I would recommend The Brick to my friends and family read more

I had Jordyn Lake working with me. She was knowledgeable, respectful and a pleasure to talk to. Thank you Jordyn!

I ordered a mattress in store to be delivered today. My husband was in the bathroom when they called so they skipped us. He tried to call the delivery person but no answer. Apparently the store called him 3 times and no answer. So when do I get the mattress now? In two days. Not happy read more

I had a great experience recently while purchasing a bedroom set. The salesperson, Richard, was great in helping with information without being pushy. read more

huge thank you to tom st. george and all the staff at the brick kelowna store. been buying quality furniture from them for 20 years. everything from pricing to delivery has always been great. special thanks to office staff for co-ordinating arrangements and also thanks to delivery team, always courteous and very good about placement. we are really excited about our new piece. barry f. read more

we have purchased several products from this store over the past tears, never a problem with sales staff or service , usually pick up myself rather that pay delivery, have had some great sales deals too on returned items which were just what we wanted. read more

Impressive! After a couple weeks of grinding the local appliance companies, I decided to give The Brick a call - not expecting much - Jay M @ The Brick Kelowna killed it. 95% completed with 1 phone call - matched & then beat the competitions price hands down. Met us on his day off to process the payment - Nice work. Finally, some good customer service. Be like Jay. read more

Absolutely pathetic service. Our order delivery date kept being moved week after week with no proactive updates or courtesy calls until we finally cancelled. Even then, I was told we would have to come to the store for a refund instead of just issuing it electronically. We've had good experiences at another location, so the problem seems to be this store alone. Friends had warned us not to shop here after their own bad experiences - we should have listened. Never again! read more

This place does its best when it comes to not honoring their extended warranties. Not only did every piece of living room furniture fail they told me that under their warranty they were only obligated to replace one of the pieces and that I was out of luck on the rest. read more

I went to The Brick 6 months ago to check out a sofa that was in their flyer. Unfortunately those were no longer available. I did however see another sofa that I liked but it was more expensive. I mentioned this to the sales person, and right away she was very agreeable on giving me a similar deal on this sofa. We did some haggling, and came up with a price we were both content with. Great. I ordered two of these 3-seater sofas, but when I came home I started to question whether those would fit in my living room. I called the store, they called me back with the measurements, I told them it wasn't going to fit, and without any difficulties I was able to change my order without any hassle or having to come back to the store. Cool. They stayed in touch to properly update me on the arrival date of the sofas, and when they called it was coming in, I scheduled a time and date that was convenient for me to come pick it up (which was more than a week later). Not a problem, they would keep it in store, and when it was time to pick it up, I was in and out in no time. Nice. When I unwrapped the sofas at home, I discovered that the 2-seater had stains on them, plus some stitching was loose. I called, was redirected to their service number, explained the situation and was helped very nicely on how to exchange it. Normally you have to hand in the problem sofa first, wait for the outcome of their inspection, and then pick up the new sofa. When I explained that I was unable to arrange for transportation twice, they allowed me to return the 2-seater to the store, and pick up the new one right away. They called me three days later, I exchanged the sofa, and that was it. Perfect. All in all I had an awesome experience, I was impressed with the customer service and I would definitely go there again, if I'm looking for another piece of furniture. Two thumbs up! read more

Customer service is terrible and they just don't care!!! I bought a TV in 2008 and got sold on getting the "Full Circle Protection Plan" extended warranty for an extra $250. I was told that if after the expiration of the 4 year extended warranty there was no claim on the TV I would get a $250 "credit" that can be used on anything sold at the Brick. The thing is you have to remember to redeem it within 90 days from the expiration. I did remember and went to the store to claim it. I was told at the Brick in Kelowna you only have 30 days even though on my paperwork it clearly stated 90 days. I was then told it could not be used on appliances or electronics. I settled on 2 items which I was supposed to pick up in a week. I showed up in a week and they told me I could not use it the way the salesman had submitted it. I waited another week and went back. They sent me to receiving to pick it up when I went there they told me there was another problem with paperwork I couldn't get my item. I talked with the manager who told me there was nothing he could do and wait for a phone call. It has now been another week, they have not called and they don't care. I feel that the Full Circle Protection Plan is a total scam to get more money from the customer. I believe that over 90% of the people will forget to redeem this "credit" the other 10% get stonewalled til they give up!!! I will never shop at this loser store again!!! I was treated much better at Hometown Furniture when buying my bedroom suite. read more