Bought washer and dryer, Samsung. Bought delivery and installation package. Was advised to buy new hooking up pipes...Bought that (understandably). Delivered, hooked up, first wash 2 hours after installation, the washer is leaking water. Called The Brick, it is a warranty issue now, contact Samsung. I have to jump through hoops 2 hours after delivery and installation? The hell, take back the set, sorry our policy NO RETURN. Send us video of leakage, did that, their system could not handle 4K video. Went to the store in person, here look! the only option - call Samsung its a warranty issue. Went home called, they asked for pictures of machine and installation, determined, improper installation of draining pipe. Called back The Brick, ok will send you delivery driver to look at installation. WARNING: stay away from that store on anything that has any mechanical components - TV, washer, dryers, stove, fridges....... will see if this Delivery driver will be more knowledgeable then the delivery driver who installed it. Will keep posting my experience, so far negative 10! read more

I would like to thank the post-sales support staff at the Brick/Newmarket store for their exceptional service and efforts to deliver the product. I truly appreciate it. MG read more

We recently Purchase a refrigerator . The sales team was incredible during the tent sale. AAA+++ that good The delivery guys were incredible. They should up first thin in the morning at 8am and they were gentle with moving the new fridge into its place and they also took our old drive to get Rid of- mind you we paid a fee for that but it was worth it not having to deal with getting rid of the old fridge the delivery guys were awesome we tipped them at the end. They deserved it I I recommend the brick To the new market area. We ended up purchasing one more thing lol They were lovely in helping us managing that and holding on to items until we can Surprise of a family member . read more

If I could give a lower rating than one star I would. The Newmarket store has the poorest customer service team possible. I purchased a washer/dryer and when the delivery truck arrived, they had TWO dryers and no washer. I phoned the Newmarket store to get this rectified and asked for it to be delivered the following day being a Friday or as an alternate, the day after (Saturday) but it needed to be an afternoon delivery on that day. The customer service rep told me she would call me back, giving the impression that the Friday delivery would be done. She was clear that selecting a time frame would not be possible for the Saturday - I reminded her that this entire issue was not my fault, and that I was present to accept my delivery originally but due to the Brick's mistake I didn't have my product - hopeful that they would accommodate me to fix their mistake. DIDN'T HAPPEN. I did not receive a call back, and ended up calling them as they opened on Friday morning. The rep informed me that there would be no Friday delivery, and unless I could accept delivery at their convenience, Saturday was not possible either. To me this is simple - to rectify a mistake, and ensure customer satisfaction, re-organize your delivery schedule! Or send it on another truck! whatever you need to do. I asked to speak to a Manager. I was put on hold and then after a few minutes, was told that no one was available. I requested a call back and we agreed on a 1:30 time slot for the call back, as I was working and needed this taken care of when I was on break. NO CALL CAME. I waited until 1:50pm and called the store again. Still no manager would talk to me. Finally after 2pm I spoke to a manager "Adrian" who was no help at all. I requested that they come get the dryer and refund my money. She said that was fine, but couldn't come for several more days and that I needed to be home at their convenience for pick-up. AFTER THAT I could come into the store and get my refund, providing there were no damages to the dryer. So I was left with NO WASHER, A DRYER THAT NEEDED TO BE RETURNED and my $$ tied up in the Brick. I asked for the actual Store Manager to call me and discuss, but that never happened. Just to be clear, I understand that mistakes happen, my low rating is solely based on the lack of interest or effort taken to rectify the situation by the Customer service team at the Newmarket location. I will never purchase anything from The BRICK in NEWMARKET again. It seems that once they get your money, nobody cares. read more

If it was possible to give them a zero. I would. Poorest costumer service I have ever experienced. We bought a dining set and the bench that came with it when it got delivered to our house was dirty. I called to complain and they told me to clean it off myself. Which is ridiculous. After arguing back and forth the so called manager agreed to have someone pick up the old and deliver a new on. On the day of delivery I get a phone call from the store saying that I have to bring in the old and pick the new. Disgusting service! We were going back for our living room set but I rather pay spend couple more thousands towards a company that keep their word and don't treat customers like trash. I would NEVER recommend this place to anybody. Take your money elsewhere. read more

The only reason I am giving it a 3 star is because of our sales person. We found that he was not very knowledgeable amongst other things which I will mention next. After we purchased our set which we absolutely love, we wanted to take time to renovate our child's room before getting it delivered. We mentioned this to the sales person and we thought that was the end of it. Boy were we ever wrong!!!! That evening the sales person called us to ask when the furniture can be delivered. I thought nothing of it and again reminded him that we will be renovating and I will call when we are ready for delivery. He said ok. Well it wasn't ok. The next day we got two phone calls asking about when the delivery needs be scheduled. The first phone call I said I will call them but the second phone call was me not being so nice. I asked for a manager who did not call until the next day. But prior to him calling I got a 4th call about a delivery date. After speaking to the manager and having to explain the story for the third time he assured me that no one will call for a week. And they didn't but they did call at least 3 times before we decided on date. I found this whole experience very pushy and extremely annoying. We have purchased from The Brick before and this is the worst experience ever. I don't know if this sales person was so desperate for commission or whatever. But I won't be dealing with him again. read more

We bought a couch in November of 2021, Finally, I received it in March 2022. As of April, the seam in our ottoman started to rip. Made a service call and said they'd send a technician out. We hadn't heard from them, and it was June now and called again. They lost our service call, so we had to make another one. By this time, the rip has gotten bigger. Guy finally comes at the end of July. Said they will have fixed for August, then early September, then early October. So the other day, I look at the calendar and think it's November what is happening and why is no one in communication with us. Now the whole seam on our couch is ripped open, and the rest of the couch fabric isn't holding up either. We have a one year manufacturers warranty and also the extended warranty. I call, and oh, sorry, now it's going to be December 10th maybe, maybe???? How long do you have to wait. So at this point I'm like, come take this couch and I'm coming to pick another one. We'll no ill order you a new chaise, which will also take forever so agrees to us picking out a new couch. Joan is so rude, like seriously so rude. Says come pick out a couch, but once you do, the extended warranty is now void, and you have to purchase a new one and pay for delivery. Now I'm so angry after arguing with her for half an hour, 40 min, I agree. Then I'm thinking why should I have to spend any more money out of my pocket, especially when we're still covered under the manufacturers warranty. This is so unfair, and it's not our fault that their product didn't hold up and started to fall apart after a month of having it. We now have had this couch 8 months and have had nothing but issues, no one bothering to stay in touch. Just no customer service whatsoever, and then they treat you like shit because of something that isn't your fault. I would not recommend to anyone to shop here for any reason. We unfortunately have to go pick out another couch and pay more money out of pocket?????? Seriously, I'm beyond furious. The manufactures warranties cover this issue but I have to buy a whole new extended warranty?????? Then hubby calms me down and says, "Let's just have them fix the chaise like originally planned and see if it holds up and if it doesn't go from there." I say fine. But it is now Dec 21, we've had this couch since March, and it has been ripped since we received it. No one calls you no one stays in touch. They just don't care. We've had to call them every single time. Hubby calls tonight to ask for the dms email or phone number, and they say they don't have any way to contact them. Hubby says, "Let me get this straight, so you have a customer issue, and you have no way to contact your dm if need be, and they said that is correct. He said that is ridiculous. We've both worked in retail 20 plus years, and that has never been heard of. Needless to say, we found out John MacDonalds email and emailed him. The brick needs new customer service manager because Joan Ding does not care and is so rude. We didn't buy a $30 dollar vase, this is an almost $4000 dollar couch. We're beyond pissed. read more

The Brick - Seam ripped open. Had they cared when we contacted in the beginning, it wouldn't be like this now. - Electronics Near Me - Newmarket, Ontario

Made a purchase October 2016. Purchased 4 year extended warranty. Called early October 2021. Was instructed to wait until after October 28th the anniversary date. I wanted to buy an appliance and I was reminded I could only use it for furniture or mattress. I asked if I can wait until the pandemic lock downs are over or until I needed a piece of furniture and was told no problem just bring your receipt. Now that I need a piece of furniture I'm told I'm passed a 90 day period. And that I have forfeited my $369.95. Had I been told about this when I called I would have made a random purchase as fast as I could. I also have a receipt that does not have the 90 day limit on it. Simply just want my money. I paid for the extended warranty one for an emergency and two like the sales person said, if you don't use it you get it back towards another purchase. side note, customer service was somewhat kind. read more

We recently purchased an as-is grey bench from the Brick (Newmarket location) and are happy with the experience. This is my first purchase with the Brick, very great service with fast respond and fair pricing, able to order over the phone with ease during pandemic - Kudo to sales Majid! Will definitely shop in store once COVID restriction is lifted. read more

I bought a new washer and dryer set at the Brick in Newmarket Ontario. When the drivers came it was discovered they wouldn't fit down to the basement. My husband attempted to make the wall wider, but it didn't work. When I called the sales person back to ask for an exchange, I was told I had to get the manager's permission. I was then told I would have to pay a restocking fee of $325.00 plus another $100.00 totaling $425.00. They hadn't even been unpackaged. Do not shop there. They have very poor customer service. read more

Great Prices, Quality products, Poor Staff, Terrible Logistics TL;DR If you are shopping at The Brick beware that the lower pricing comes with much poorer service. I would not recommend under any circumstances ordering anything that is not currently in the store and that you cannot pick up yourself. Other locations may cost $100-200 more but you will likely get your items when you want them. My wife and I bought a new home and we needed appliances. After shopping around and doing some research we find a stove, fridge, washer, dryer and bedroom set we liked. We placed an order. We were told from the beginning that the bedroom set would not be ready for 6-8 weeks after we moved in, which was not a problem, we had our old one. We were also told that the washer and dryer were in stock, and would deliver on our specified day. The stove and fridge were not in, but we were told that since we were still 6 weeks away from when we wanted them delivered that it wouldn't be a problem. Then in addition we were told we'd only pay delivery once, but items would be sent out as they became available. We moved, nothing arrived. I called and they told us our stove and fridge should be available the following week, and that they had no idea regarding the washer and dryer (which originally were in stock). We made do with a toaster oven, microwave, camping stove and griddle for cooking, and I borrowed a mini fridge from work. The following week, no call. I contact them and am told the washer and dryer is ready to go, the stove has been delayed another week, and the fridge would be ready at the end of the following month. This put the washer and dryer being delivered 8 weeks after they were ordered AND PAID FOR, the stove 9 weeks and the fridge estimated at nearly 3 months after it was ordered. The Brick's policy is that you pay for delivery only once. If not everything is available they are supposed to ship everything at no charge as it becomes available. I have no doubt that they inform their staff not to follow this policy unless requested by the customer. They had 6 weeks to organize delivery of 2 items they had in stock from when we ordered them to when they were supposed to be delivered. It required 2 extra weeks and 3 phone calls to arrange the delivery. If you are shopping at The Brick beware that the lower pricing comes with much poorer service. I would not recommend under any circumstances ordering anything that is not currently in the store and that you cannot pick up yourself. Other locations may cost $100-200 more but you will likely get your items when you want them. read more

If I could give zero, I would have to start with zero star. We were in the store for 15 minutes and nobody came to us. One sales person was with another customer and the other was free and working with his cellphone no matter how if any customer is waiting for a service. The first sales person asked the free one names Sang( Bald man) who was very rude and impolite to come to us, but he went to another customer who came into the store around ten minutes after us. He did not even look at us. I asked the first person if somebody can help us, he asked us to go to customer service. I went to customer service and my wife got upset and started to go home. The customer service asked that rude sales person to come to us. He came and started to speak with me aggressively and when he found that my wife is going out, he asked me to go out from the store with my wife rudely. I asked the customer service if I can speak with the branch manager. The manager came to us and said apology, she checked our request and it was out of stuck and let us know that we have to wait for two simple sofa for at least two month and no promise if they can provide us with the orders after two months. It was the worst experience that I have had with a sales person. I suggest you to not to go to this branch of The Brick. The customer service is scandal. they do not care the customer at all. their attitude is very rude disrespectful and impolite. I will never shop there if the situation is the same. read more

Terrible customer service. Rarely do reviews but would never shop here again. This place scams you even at the best of times.

A couple weeks ago, I walked into the Newmarket Brick store simply to purchase a microwave for my daughter away in university for her residence. I was assisted by a sales associate Lee Faulknor who went over and beyond to assist me with my purchase. He was polite, professional, courteous, spent time and listened well to what I wanted...just a microwave. I wish him well in his future endeavours! Lee, keep up the good work! A. C. read more

If I could give it zero star, I would. I shopped at this location a few times because they do have great sale from time to time. However every time I become more and more disappointed. As soon as you walk in, the sales staffs will start circling around you and trying to talk to you. Beware though, these sales staffs only care about hitting their sales target. Once you pay, you are completely invisible to them. There is no following up what so ever. We didn't even know what time the furniture are being delivered until the day before. It's not really a phone call either.. just a automatic recording. So if you don't have voice mail, you will have to stay home ALL DAY to wait for their grand arrival. To make matters worse, we were told that some of the items were out of stock, two weeks after we placed the order. What took them so long? Apparently Brick's is one of only retail places with out-dated technologies that can't even check their inventories during a sale. The whole store is just very poorly organized. The manager, Joan Ding, is very unprofessional and often just brushes people off. She does not care about customer relations. If you need to speak to her, you will be sent to her cashiers with a TON of attitude (you will know what I'm talking about if you ever shop at this place). Then maybe an hour or two later you could have a word with her. Maybe. Delivery service is a hit or miss. Some delivery people will scratch your floor and stairs, and some are just a little more friendly. We had two guys who delivered our recliners. They were resembling the recliners in our home and one of the guy was kicking and punching the top of the recliner to attach it to the body... My house is a new built and the floor had dents after they left. I was so shocked by how little they cared. Then I tried to report the damage to Brick with photos, and received no reply. I agree with the other Yelpers, I would stay away. read more

I don't understand the poor reviews I'm reading here because I've experienced superior customer service at this Brick location. I have purchased many products over the years and have always dealt with ISMA as my sales representative. She has great product knowledge, is friendly and always gets me amazing deals. I just purchased 2 sofas and coffee tables on their Cyber Monday event at an incredible price. I am a very happy and satisfied customer. read more

Had such a strange experience at the Brick this week. I walk in and a sales associate starts talking to my back which was just awkward. I told her I was looking for a condo size sectional so she tells me they have 3 sectionals for that size. She shows me the first two while being completely unengaged. She then asks me if I'm looking to buy today or just looking, I tell her I'm just looking so then she hands me a flyer tells me to look in that and then I can ask questions (lol) and then walks away!!!! She didn't even show me the third option that she mentioned. I was so shocked, I thought I misunderstood her. One of the worst customer service experiences I've ever had. read more

Stay away, stay far away! They are rude to their customers, and if your furniture breaks, they WONT fix it, even if you buy extended warranty. They make appointments with you, only to not show or make you wait all day, literally. They made me wait from 11am to 7 pm.. There goes another days of work read more

I absolutely agree with the other yelpers. I ran into multiple issues regarding delivery, product damage and things being out of stock. After you purchase they really are unconcerned about customer service. I will never shop there again. read more