Honestly the worst customer service I have ever experienced. Our couch arrived with a rip on one of the cushions. They tried delivering a new one twice but the first time it was the wrong piece and the second time the "new" couch had a worse rip than the first one. Which leads me to believe that the quality is terrible anyway. This all happened over the space of three months to which point we actually just gave up because we couldn't take any more time off work. They were not sincerely apologetic and could not care less about their customers. Writing this review because I don't want any else to experience what we did. Their products are cheap, but so is their quality and customer service. read more

Some douche kicked us out for browsing chairs in which we weren't even sitting on and washing machines, saying that kids have been breaking them. Honey, I don't know what camel you woke up on today, but the last time I checked we were looking at washing machines. Were we smashing rocks on the washing machines? No. We were simply browsing and he said word for word, "Get out.". I am disgusted by his behaviour and am appalled that the Brick has people working for them like that. read more

The manger Ali is a liar he made us go there with the false information he gave us about one of the pieces we were trying to buy, Wasted our time and gass!!! 0 customer service... stay away from this place!! The worst experience ever!! read more

If you can at all avoid this place do it. Here's why and my story is the same as so many other peoples: The Brick Experience * Bought a bed and delivery people had to come back three times as each time packages were opened items were damaged. The drawers that came with it were also damaged but I negotiated a discount vs. replacing. This outlet is now closed and I can see why. * 1 year later bed broke so I called to replace parts under warranty * Sorted out what was needed and assured I would be called back to finalize a maximum of two days later * Two weeks pass and I have to call back. Apparently it should have been done but wasn't says new person. * Transferred three times and explained story three times until I was assured delivery the following Tuesday by Kayla. * Called as it was getting late on Tuesday and there is no record of any delivery whatsoever. How does that happen? Kayla assured me time and again that everything was set up. * Now have spoken to Susan in deliveries and she has assured me that I will get a call Thursday November 22, 2012 to set up a delivery time for Friday. * Gave my story to customer complaints but I'm unsure what they plan to do about anything now except humor me * 2pm Thursday and no call regarding delivery tomorrow * Got a call 7am Friday morning and item was delivered at 9:30. After chatting with the delivery guys even they said they would never buy anything from their own store. * Set up the new bed over the weekend and it came damaged...of course it did. -Cntacted customer care repeatedly and no response. * Enough said. Personally: * Time spent on the phone * Time spent sleeping elsewhere * No meetings booked on the supposed day of delivery. Tuesday and now on Friday. Two days of business costs. read more

If you can then avoid this shop!!! First when you get there the sales people fight over you to get their commissions. Then they give you so much wrong advise and mislead you to buy the wrong furniture. I bought a Sofa and a love seat, a queen bed, a queen mattress and a king mattress. I asked the sales lady if the sofa will get through the door since we live in downtown and she said that is no problem, they have a professional delivery team. So the first thing was that they did not get the sofa through the door and we had to give it back. Then on the next delivery they brought the mattresses and one was damaged. So there was a third delivery and some sleeping on the floor for a week. Now after 10 months both mattresses have deep impressions in them and we all have back pains. I called them to change or upgrade them and all they did was to pass me to the next person and then finally to their head office. Still waiting for an answer after 6 weeks! Now we sleep on the floor again since the physician advises not to use the mattresses. The management there is so rude and unwilling to help to resolve the delivery problems, the damage in the mattress or do anything to satisfy the customer for waiting and coming back and sleeping on the floor. I bought my king bed from IKEA and if you want to compare these 2 together and would give IKEA 100 points, then The Brick in Park Royal would get 10 points. read more

DO NOT SHOP HERE. I dislike The Brick about as much as it's possible to dislike a furniture retailer. Executive Summary of the Brick's position: Sorry, sir, we aren't going to replace or fix your comically expensive broken table that literally exploded for no reason and almost shot thousands of shards of broken glass into your face three days before you got married and three hours before you hosted a bunch of out-of-town wedding guests and that took two hours to clean up because we don't want people to have a positive experience dealing with us in any way presumably because we have no interest in staying in business. Please, go forth, tell everyone you know about how insanely badly we conduct business. Tell the world. Recommendation: I recommend that you choose to stand for the rest of your life rather than purchase a single stick of worthless furniture from The Brick. Context: We purchased a very expensive patio table set with a glass table top and an umbrella. Two months after we purchased it, we heard a large crash outside and discovered that the glass table top had spontaneously combusted into thousands of sharp, tiny pieces. This occurred three days before our wedding and three hours before we were to host a large group of people at our home. Due to pure, dumb luck, we had just gone inside and narrowly avoided being sprayed with broken glass. We called The godforsaken Brick and asked them to send a replacement table top given that they had clearly sold us a defective product and given our particular circumstances. They asked for no details about the broken table or how it was broken, they just simply denied all requests and refused to replace it. Repeated, polite phone calls have had no effect. And I haven't even mentioned walking into the store to pick up our doomed patio furniture and being ignored by three employees sitting in armchairs with their headphones in. Digression: Thanks for the wedding well wishes though, employees of The Brick, we sure do appreciate them. Great customer service, just killing it. Salutation: I am so thankful to now be part of the expansive community of The Brick unwellwishers and am sure that my future will involve a great deal of excitement when The Brick inevitably goes bankrupt. read more

Purchased an Izzy sofa sectional from the Brick Powell River. Looked very nice but after 10 days noticed the material started to fold in areas. Also when seated we were sliding forward towards the front. Couldn't get a refund so we selected the Randal sectional because they said no refunds.. It's doing the same thing..sliding forward. I'm returning and will attempt to get a refund. To me it's the same manufacturer and frame construction is the same. They are faulty. I was told by the sales person my floors weren't level! We purchased a plush thick area rug and have it tucked under the front legs only but this doesn't help. I don't recommend either or similar style. My old set was in better condition and had it for 25 years. read more

Terrible....terrible customer service at the Park Royal Brick. I bought 2400 worth of stuff in Nov of 2017; large sectional couch, 55" Samsung TV, Sony sound bar and Monster wireless headphones. A) The delivery of the 3 piece sectional only contained 2 pieces. Fine, those things can happen. The Park Royal customer service department had a hard time figuring out over the phone what the actual problem was due to a moderate language barrier. Fine, English is not an easy language. Took a month for the final piece to get delivered. No apology, no nothing. B) Monster wireless headphones box seemed like it had been opened before and the item didn't work at all. Park Royal customer service rep (moderate language barrier again) said to bring them into the store for an immediate replacement. Once I had come in a week later, the same customer service department informed me that I had only 3 days after delivery to report and return the faulty item. I was then given a contact number at Monster and informed by the Park Royal customer service rep that "it has nothing to do with us anymore. You can fix this yourself by this number". I spend 50 dollars sending it via Monsters special shipping instructions and had to pay 50 dollars to receive them at the UPS office. I strongly do not recommend this location. If nothing goes wrong with your delivery or product I'm sure it's a lovely experience. If anything goes wrong and your have to deal with Park Royals customer service department....have fun. They straight up do not give a f#*k. Spend your money elsewhere. read more

We Bought a set of furniture 45 days ago and it took them to deliver it more than 30 day. they delivered 3 times with wrong color and wrong sets. This is unbelievable for a company this big to make such a mess. anyway the last time, they delivered the wrong product and the delivery boys ruined my carpet. I hope this helps people to understand more about customer service delivered by The Brick. Also, I hope the managers at The Brick understand how sordid and sloppy their delivery guys are. Thanks read more

Poor quality furniture. Scam financing. The staff were unhappy and unprofessional. Even arguing with each other in front of customers. Warranty is a joke. Go to Sears instead... Way better quality and the best service over any store. read more

Don't buy a mattress here. If you do, you'll get stuck with the purchase. Buy your mattress from Costco. Costco customer service confirmed that you can return any mattress to Costco within 5 (five) years with no questions asked and after five years they might ask some questions. A lot can happen in 5 years. Buying Manufacturers extended warranties don't mean anything (read the reviews people post about getting their claims denied). You can't return a mattress to the Brick for a full refund even within 2 weeks. So if you don't want to lose money, buy from Costco! Full refund guaranteed. Recently my husband and I needed to get a new mattress and I don't know what prompted me to go to the Brick since I have never shopped there before. (10 years ago I got it from sleep country and it was great for 10 years from day 1. Biggest mistake of my life was to go to the Brick). Brick has a terrible return/refund policy. Their policy protects their company not the customers. First, we bought a plush mattress there but we were sinking in it at night and I had to go back and use the one time replacement offer to get a medium mattress. Wanted to get a cheap one that was advertised at that time for $735 but a sales person said Stearns and Foster luxury firm would be the best in this case (it was on sale for $1999 that week) so I had to pay another $753 more so with tax and delivery it came to $2339. Can you guess what happened? it is absolutely the worst mattress ever. If you want to feel like you're sleeping on a cement floor with an inch of foam, then buy Stearns and Foster. So many people complain about this brand, I wish I would have researched this before. It literally has caused me so many painful nights and every morning I wake up with back pain and leg pain etc. It is a buyers' worst nightmare to spend so much money and not get a good night's sleep. In this day and age when customers have so much influence on retailers, you can show by your choice that you don't approve of such horrible policies by not shopping in this chain store. They have this lame excuse that Costco doesn't have a show room where you can test the mattress whereas the Brick does. Well, that doesn't amount to anything. Laying for a minute or 10 in a store is very different from spending 7-8 hours at night on a mattress. You're not risking anything when you buy from Costco but when you buy from the brick, beware, you can never return it. Count your money lost. Read all the reviews not just the few positive ones. A lot of people are not happy with this retailer. And how odd it is that there are no reviews on their website from verified buyers? The reason is that the website doesn't let you to. I tried to post reviews on the above mentioned 2 mattresses with no success. Buyers beware! read more

The process of purchasing the laundry center and the following incidents that we suffered from made the experience an absolute nightmare. I can resonate about the reviews below concerning the bad quality of items at the Brick. Due to the bad quality of the discharging hose supplied together with the laundry center, our apartment flooded, and our tenants suffered hugely and then terminated the tenancy agreement. The entire apartment is a disaster now. If you would like to live comfortably while also washing your clothes, stay away from the Brick!!!! There were no people coming to install the hose in the first place, and when we discovered and complained about the hose by emailing Customer Service, no one replied!! What kind of service is that?????? there is absolutely no common sense!! We would tell all our family and friends to stay away from purchasing items from the Brick while we wait for some sort of compensation from the Brick. You have ruined the past few months of our life due to your absolute lack of professionalism!!!! Meanwhile, we will patiently wait for the compensation that we deserve!!!!!! Thank you. We left one star NOT because we thought the Brick deserved it, but that we are not allowed to post this with ZERO STAR -which is what we would rate IN ALL HONESTY!!!! read more

Horrible service! Until the sale was completed it was all smiles and great customer service. We bought the items on December 26th, until now still waiting for them to pick up our old appliances (which we paid additional to do so). The park royal branch has one of the most horrible people in customer service. On top of this, the delivery people brick hires are entirely unprofessional. Couple of the guys had a physical altercation outside our building, that the whole neighbourhood could hear and see it. They also had some choice words about "how these North Vancouver apartments looks "rich" but are tiny shoe boxes once you are in them". How about you refund the $100 delivery fee and you can have voice your opinion about where we reside! Brick does not care about customer service. You pay for the items, smiles and please go to hell - is there attitude! We paid over $5000 in merchandise + installations and other bits and pieces. But their customer service team is way too busy to deliver what we paid for. This is the last time we will purchase anything from the brick. The appliances are of good quality, but definitely not worth the waiting around. Home Depot will be my only go to place from here on. read more

I would give zero if I could. I've shopped at that store MANY times over the past few decades. Bought a recliner love seat, a rug and two side tables. I was assured they would unpack, assemble and place the couch where I wanted it. And they would assemble the side tables and unpack the rug. They were also supposed to take away the packing materials. Instead, on delivery day, they arrived on time and dumped all the times (still in their packing materials) and left. The couch was in five pieces and it was very heavy. We are seniors, so it was hard to put the biggest piece in place. It wasn't easy to assemble, but we did it. The rug was perfect, but they sent the wrong side tables. When we tried to return the side tables to the store, they refused a refund. They said we would get store credit only, even though they sent us the wrong side tables. I was really vocal and upset. When I asked to speak to the store manager, Emily claimed she was the store manager and that the issue was over, she handed me a store credit voucher. I called a couple new stations in front of her, so she called security. I told my husband to video tape the encounter with security and Emily said: you can't video tape in the store. I said "what are you going to do, tackle him?" Security arrived, look around and left. Emily didn't even talk to them. When I got home I talked to a very nice man named Rob, who apologized and told me to talk to the store manager. I said "what's the point of that I already talked to the store manager for an hour and got nowhere?" He told me to talk to Matthew (the actual store manager). Emily lied when she told us she was "it." There was no one else to talk to, she was the store manager. So, we were lied to twice, once about delivery and once about who the store manager was. What am I going to do with a store credit for a store I will never shop in again? read more

I had my things ruined in a fire. I went to the Brick in Guelph Ont to buy my new furniture. The store was great. The stuff I bought was awesome. The staff knew the situation I was in and helped me soo much. The deals I received were amazing. Love my new furniture. Very helpful people. Thumbs up to Charlie and manager James!!!!! You guys rock!!! Also, thanks to The Brick. read more

I bought a Housefull of appliances ten months ago. The Samsung Microwave stopped working two months ago. In short, the Brick won't replace it, even though I bought an extended warranty. This piece of crap is still under manufacturers warranty, and, the manager says, Samsung's policy is to try to repair it three times before they'll authorize replacement. His hands are tied. They sent the guy out twice already, last time he spent two and a half hours, turning my kitchen into a repair shop, without success, then he slammed the machine back into its place because it's too heavy for one guy! The next new part "should be in" by the 29th. Then I have to wait for the repair guy to have time to come back, when he may or may not be able to repair it, while turning my expensive white kitchen -again- into a repair shop! Meanwhile, since the repair guy refused to reattach the stove vent (or maybe he couldn't/didn't reactivate the control pannel?) I guess I have to cook in my son's house or eat out for another week or more! I could continue to live without the microwave, it's the vent I need daily. I think that what they want is to make me buy another microwave! Seriously ticked!!! read more

Be aware of The Brick! I bought the sofa Olivia Leather-look fabric sofa there and paid for the insurance, which covers any accidental damage on the couch. I didn't imagine how terrible quality was this couch!!! I used hand sanitizer on my hand and it burned the couch! What?? How?? Then I called the store and they sent the technician that it would be covered by the manufacturer. The technician showed up with a cleaner, nothing else to evaluate or fix anything. Then, the store told us two days later they would do anything because this was our fault. First of all, a couch that costs over a thousand dollars should not be damaged by an accidental hand sanitizer that was already pretty much dried on my hands!!! Secondly, I paid for the insurance that covers any accidental damage and if it's not possible to be fixed, they should replace the couch. Super disappointed for paying such high amount in a couch and insurance and they do nothing for you, just steal your money!!! Update: I received a comment from the brick here in this review as they were willing to help, however, we've already tried to resolve our issue (since early December) and they didn't help. We also sent a review to them and nothing was done. read more

I purchased a mattress from the Brick in January. When it was delivered it was in a thick plastic bag. The delivery men dragged the mattress down my hallway and into the bedroom. Once they had left, I noticed a 6 foot scratch that was made on my hardwood floor from dragging the mattress across the floor. I immediately contacted the store at the location where the mattress was purchased and sent pictures of the damage. I was told that someone from costumer service would contact me in 3 to 5 days. That time passed, and I was never contacted. I called again. I was told the same thing. Still, no one has contacted me about the damage. If you have something delivered from the Brick, watch them closely and inspect your floor before they leave. Don't expect them to apologize, make any concessions, or even acknowledge you when they damage your property. That is the kind of customer service you get from the Brick. Be aware! read more

Ordered a dryer for delivery and installation. Phoned and confirmed the day before on installation requirements and costs. As a result I had to purchase an installation kit above and beyond the installation ($25). On the day day of delivery, they arrived late, dismantled the door and did not put it back (left it in the shower) and half installed the dryer as they don't modify the vent (which all dryers in an apartment are connected to). Basically they only plugged it in. Phoned customer service, lady clearly disinterested told me to pay a $120.00 (with more possible costs) to have the vent installed. None of this was mentioned upfront, essentially leaving you with an un-usable dryer and forcing more costs. No customer obsession or willingness to do right, but very quick to take your money. Lesson learnt. read more

I was in this store earlier this week. I was looking for a drawer handle on my night table to replace the one which was missing. There had been some kind of manufacturing problem and the night table was shipped to me without the handle! A saleswoman named Farah approached me and I explained the situation to her. I also explained that the manufacturer had sent me two incorrect handles to replace the missing one. These handles were for a completely different night table altogether. They sent the first one, and after I complained was told that they would "make sure" the proper one was sent. Well a month came and went and the exact same handle was sent a second time! I was so angry I called and complained again, and after listening to the woman apologize profusely said I would look for the handle elsewhere. This was the Coquitlam store by the way. I just happened to be in the West Vancouver store earlier this week and it was only by chance that Farah approached me. I told her the whole story and we set out looking for my night table. I had recently learned that it had been discontinued so I wasn't very happy about that. We found a night table that looked somewhat similar to mine on clearance for $98. I asked if they delivered to new Westminster (where I live) and Farah said they did not. However, she offered to drop off the night table at my place in New West, and I was overjoyed! We looked around some more then went to the CUSTOMER CARE area to see if we could finalize the deal. At some point Farah mentioned that perhaps the same handle could be removed from the floor model but would have to check with the store manager (Mehrdad) first. She went to look for Mehrdad while I waited. They disappeared into the warehouse and were in there for an awfully long time. I didn't mind waiting as I wanted this situation with the missing handle to be over ASAP. They reappeared onto the sales floor and then disappeared into another part of the store (without saying a word to me) while I waited. And waited. And waited. They appeared after about five minutes and went back into the warehouse, once again not saying anything to me. Then they came back out, went back to the area they had been before. After a few more minutes Farah came back with the handle from the floor model, gave it to me and I was on my way. I appreciate everything that Farah did. She was absolutely fantastic. I give this review an "A-OK" rating and nothing higher because the store manager could have (and should have) communicated with me. Not once did he say anything to me. He didn't even say hello. I got the feeling that he took the handle off the floor model "just to get rid of me". I appreciate what he did but honestly his demeanor could have been a hell of a lot more professional. I left the store with the handle and installed it that evening when I returned home. Now the night table looks the way it should have when it was delivered three months ago!!!! Thank you Farah!!!!!!! Thank you Mehrdad. Next time make your customer feel more appreciated and not like they're inconveniencing you to remove something from a floor model! read more

The best way to describe this company is to say that they have gathered a punch of liars to cheat the consumers. The story, is that I purchased over $20,000 from the brick, and one of those sales man pushed me to pay about $800 extra to get full warranty for 5 years on all my items, so in case of any issue with any item, "you will get a new item without any question" After 2 years one of my sofas started o peel and get discoloured. Therefore, I headed to one of their branches as it is exactly mentioned on their website to try to claim my paid warranty. First, they said you need to send us photos attached to email, so I did. Then after 1 month they send a technician who spend over 3 hours in my house trying to explain to me that this happened because of my faults by placing the sofa next to window!!!! Anyway, to make the long story short, after more than 3 months of follow up and trying to tell them that I have paid over $800 for the warranty and your treating me like this, so what would it have been like if it would has been a free warranty. In the end they said the case is closed and, besides they were not agree to solve the problem, they threatened me that if you follow on this claim again we are going to void all your warranties!!!! read more

The worst service ever!!! First the clerk treated us like a fly on the wall, then when we got his attention he was arrogant and talked to me like i was stupid or something. Delivery was not done on time and keep getting delayed. Should get a refund. read more

I bought a love seat and a sofa from the Brick. After 2 months the sofa and love seat's leather started to peel off. Despite the fact that I had an extra warranty, I had to wait for one year to have all the items replaced. The sale person(Azita), the manager and the lady in the customer service did not help me at all while they just encouraged me to waste my money and buy a warranty. I never suggest my friends to buy any thing from this store. read more

The worst experience I have ever had with a furniture store. We went in and spent over 10 grand on new furniture for our house. We are in the middle of moving so we had them deliver our stuff to our new house while we unpacked and moved. We didn't get to unpack our new furniture from the brick for two weeks and when we went to set up our new 65 inch tv we found that it was shattered straight out of the box, we called the brick and they told us they wouldn't replace it because it was after there 2 day policy and that it was our problem now. Will never go back considering we wasted 1200 dollars. Then we had also ordered a sofa with the promise it would be in at the end of the month and they call us saying we won't be getting it for another month and a half, so now we are out a couch and a tv. I will definitely not be recommending to any friends or family. If you are looking for better service and a place who value their customers look elsewhere. read more

Recently had a Brick experience that was disappointing. Bought a beautiful white table to go along with recent kitchen renos. On one of the table legs, one of the holes for stabilizing the leg is missing the threads, so we couldn't screw it in, so I phoned Brick to see what we can do. I needed to have opened the box within 2 days of buying it (she said) to be helped, to receive any kind of help from Brick. Warranty, which she said, yes, you have a warranty, is meaningless. We weren't told that at time of purchasing because we were deep in renovations and had no room to open the box and put the table together. So I didn't have that conversation with the salesperson. Needless to say, I won't be hurrying back to the Brick any time soon. In fact, crossing it off my list. Very poor customer service. read more

I own a small business and we wash blankets and towels 4-5 times a day. Our washer was old so we decided to start saving money to get our staff a new fancy one. So i went to the Brick and told the sales accociate i need a washer and Dryer and WHY i needed it. I spent over an hour in the store with him discussing the different options. I chose a set that he said would work great for a business. I paid $2000 for them and an added 5yr Warranty . 5 months in the washer decides to stop working and floods the place. I call the warranty department and they say that we are not covered because we are a business and washers aren't designed to be used 4-5 times a day and that we should have bought a commercial washer. I call the store and ask to speak to Manager and she said that this was correct. I asked why he suggested this set and sold us a 5 year warranty, her response was you can get a refund for the 5 yr warranty but i can not do a refund for the washer. SO NOW I'm stuck with a $2000 washer & Dryer that will break down and cost me $200 a month to service. HAD I BEEN informed that this washer was NOT designed for business use I WOULD NOT HAVE SPENT THAT KIND OF MONEY! They say it is not their problem and i should come and buy a commercial washer! GO F*** YOURSELVES! And TRAIN YOUR STAFF ABOUT WASHERS BEFORE YOU STEAL MONEY FROM SMALL BUSINESSES! read more

I have never had such DISGUSTING, TERRIBLE experience when purchasing a sectional couch from The Brick Park Royal. The initial visit to the store to actually purchase the couch was fine. However the day came where it arrived, and of course it arrived extremely damaged. I then called the store to speak with a manager in regards to this, when explaining the issue, the male manager then interrupted me and said exactly, "Would you do me a favour and be quiet while I deal with this?". I am not sure what planet this guy is from but that not how you treat customers who have just paid $2000 for a new couch that has arrived damaged. There was no apology what so ever. I then was told a different manager would call me back later. About an hour later, a team member from the distribution warehouse called me to state that they have a replacement piece for the damaged section of my couch, and the following day (Sunday) it would be delivered in the morning. Great. About 30 minutes later I recieve the call from the second brick manager, explaining that the warehouse member had no business telling me the new piece would arrive the next day because it was then not possible, and now won't be delivered for about another 3 weeks. Again, still no apology from any staff member or manager who works at the Brick. I still don't have all the pieces for my sectional sofa, and I still have no clue when I will be getting them. The delivery guys attempted for about 2 seconds to bring in the sofa, then put it down and said there is no way to bring it in my apartment. They did not try even moving their arms around or attempt to carry it in any other way. My bf then picked it up and moved it in himself since the delivery people were of no help. This is I guess what the $100 delivery fee is for, to move furniture yourself. I will NEVER shop at the Brick ever again, and I hope others will see this so they can avoid going through the hell I went through with the brick. read more

The manager of this location ALI is a complete liar. My fiancé and I saw this massage chair at another location and decided to buy it for my mother this mother's day. we asked the store employee in surrey to call and ask the park royal location (ALI) if it is in good condition so we do not waste our time and gas going there just to find out it has scratches or whatever (as this chair was on sale). Ali told the employee that yes after checking this massage chair is in GREAT CONDITION with no scratches and we were so happy and ready to buy it BASED ON WHAT THIS MANAGER TOLD US. We borrowed a huge truck and went from surrey to west van to pick up the chair. We get there and they have already wrapped the chair when we clearly asked them not to until we see it ourselves. the warehouse guy was not happy as my fiancé asked him to unwrap it before actually buying it. Finally they unwrapped it and wow my fiancé just flipped out because not only there was scratches all over the base part of the chair, the leather also was ripped in 3 different areas and very noticeable too (we even took pics and sent to the surrey location and they were shocked). When we asked them what the hell ?? this is what you guys call 'great condition' at your store???? not even one employee apologized or said anything to make us feel less pissed off about being LIED TO. We literally paid over $100 to go with that big truck from Surrey to West Van, and then back to our home in East Burnaby. Let's not mention that we were stuck in traffic for hours getting there and going back home with no gift for my mom on mother's day. when we asked to speak with the manager Ali who lied to the other location and us, the employees were like oh he's having lunch. WHAT ?????? absolutely 0 customer service!!!! STAY AWAY FROM THIS PLACE PEOPLE!!!! read more

My husband and I purchased a new home that was being built - while we were waiting we started to buy new furnishings but were told by the Brick they would not store our purchases. So we had them deliver it to our storage locker until our house was ready. When we finally moved in and opened our Dining Room set the Table top was damaged and what did we get... 3 weeks of horrible communication to be told we had been denied by our claim for replacement. We have been told we are a VIP customer - have spent over $15K in the past 6-9 months with the Brick to have them treat us with 'it's not within our policy' to cover as it's claimed outside of our timeline. So much for purchasing a 5 year extended warranty - what a bunch of absolute garbage and terrible customer service. Well how can we assess the damage when it's not opened until we moved? No customer focus or appreciation for their customer satisfaction. No concessions to help 'make it right' or review options except.... or if you want to purchase a new one we have one in stock. Seriously? When asked who can I speak to escalate it further I'm told to 'google' their Head office and submit a form! I will NEVER spend another cent or step foot into a Brick again and I will share my story with every person I know! Horrible, horrible customer support from the Park Royal store and the Supervisor who oversee's the decisions/warranty's. read more

DO NOT SHOP HERE. I have never experienced such poor customer service in my entire life. As a business woman I know very well how important customer service is. Clearly this company does not value service or even respect their shoppers as they cannot come through on purchases. I will continue to spread the word on this location and the company in its entirety. I await contact from Head Office at this point. read more

hmmm what to say about the brick. It's always been there, most people know about it, and I cant say that I have had any desire to shop there.... until yesterday. We were out and about yesterday and happened upon the brick in West Van. We have been looking for a new mattress and thot we should see what they had to offer. Not only do they have every mattress under the sun, in every possible thickness, size, colour, texture, support, but they also have the best customer service. I am a sucker for a great experience and I am one who is willing to pay for that little extra. The associate that was helping us was extremely knowledgeable, helpful and friendly. She did demos for us, she discovered our needs without being pushy, and most of all let us try everything out and was able to answer any question we could throw at here about sleeping and mattresses. So when we are ready to make that purchase our Sealy crown jewel eclipse, we will be coming back to this location to visit Chantalle! read more

what can I say? this is not even worth a star! really bad service, bad attitude! slow delivery plus their staffs always mess up the date and time, waste your whole day waiting for their delivery, and at the end of the day you get nothing!!!! they don't even phone you!!!! Finally I called them, and got a reply like this:' there must be an error, i don't know, lets change it to tuesday.' I mean , we paid 100 for the delivery, and that's what we are supposed to get????? WTF!!!???? Don't go there!!! read more

The in store service was perfect. Very knowledgeable staff (the one we had). Upon delivery of my leather sofa and love seat, ($4000.00) the delivery people damaged my new $759.00 plus tax, not even painted yet, front door. Not being long winded, it took almost a year for a settlement to be reached. It doesn't end there! The sofa and love seats reclining seats started to rub and squeak excessively, within 2 weeks of purchase, to the point we had to pause the TV and/or apologize to family and friends for the noise. We had techs out multiple times, each time saying it's too dry in the house or...oh you have a cat, it is the cat hair or....you need to condition it more or....some feeble excuse. After multiple emails, videos and trips into the store, nothing got accomplished. The final straw was a threat of social media, Global consumer matters and a lot of yelling and finally someone listened. They refunded my sofa and love seat and took it away. More than a year later! The problem with that ..........we had to purchase again from them. We went straight to the manager for service. We picked out another set and it was delivered successfully......sort of. One of the seats doesn't recline on the sofa and the two love seat recliners overlap and rub. Over time this will be a problem with wear. Video and pics show the seats don't line up on either piece. Over all................DON'T SHOP HERE FOR ANYTHING! EVER! read more

The initial service when purchasing was quick and helpful. After delivery was a whole other story. I purchased 5 items - granted they were on sale - but there were scratches and a very noticeable chunk missing on one item. I was offered a discount almost equivalent to 10% off the sale purchase price, but would have preferred to receive UNDAMAGED furniture. Due to a very hectic work schedule, I couldn't resolve the issues until a month after purchase. When I managed to go in person to Park Royal to obtain the discount, I asked if there's anything I could do on my own to fix the scratches. I was told very rudely by the "customer service" rep that she didn't know what material my purchase was made of EVEN THOUGH she had pulled my file with photos I had e-mailed of the damage. She cut me off and didn't let me tell her what product line I was referring to. She proceeded to tell me that judging by the price, it was probably MDF (implying that I was purchasing cheap furniture, but her company has no problem selling it so WTF??!!). I already knew I wasn't purchasing quality pieces - I was aiming for a certain look and these fit the description (only after I changed the handles AND legs on all the dressers). I would prefer to purchase ANYWHERE ELSE next time AND PAY MORE to get hassle free undamaged furniture!!! read more

I was warned about poor service @ The Brick, should anything should go wrong. Therefore my appliance purchases were from Trail Appliances and Sears, known for their service, post-purchase. However, I thought "what could go wrong with a bed purchase?" I learned, "plenty!" Recently widowed, I ventured into their Park Royal store, intending to buy a full-size bed. The amiable salesman, Hadi, was informative, intending to make a sale. I'm only 5 ft. 1 in. - so nothing too high; I was interested in the metal bed frame, but was advised that it was available in queen-size, not a double, so I wanted to think about it overnight. A similar metal bed frame was available @ Wayfair near Toronto for $220 less and their mattresses were less expensive, all with free delivery, but it would arrive in 10 days. am short, He recommended the mattress minus the box spring - otherwise I would have to literally climb onto the bed. I repeatedly asked the Brick salesman, if they would set it up when delivered. He assured me several times that they would. I returned the next day to make the purchase. The delivery with setup was to be within 3 days, which worked since I was expecting company, in a week's time. The bill would be more than $2,100 which included $100 for delivery. I received a call the next day from the delivery staff, who informed me that it would be drop off only and I would have to set it up myself. I told her that the reason I bought it from Brick was the immediate delivery and the assurance that they would set it up. She had the salesman call me, and Hadi assured me that he would have a man named Steven set it up for a fee, which I thought would be about another $100. When I asked the delivery men about the setup, they said that if someone is coming it would be Steven who would come after work. They advised me that it would have to be cash only, so I had to be sure that I had cash on hand. I waited for the rest of the day, but he didn't show up, but thought that someone from Brick would call as a follow-up. But nothing! I regretted not ordering from Wayfair, with better prices & better service although they are in Ontario.. I had my son-in-law visiting from Toronto set up the bed a week later. Then it was discovered that salesman had included the mattress PLUS the box spring although he had promised not to, because it would be much too high for me. My son-in-law said that it's much higher than their bed in Toronto, and he is 6 ft. 2 in. My bed is 30 inches from the floor (just below my belly button), so my grandchildren have placed a stool by the bed. The box spring and mattress are almost $1,100.00 but I will not be sleeping on that bed. I feel that I was lied to by Brick. I should have listened to others and my own gut instinct and stayed away from the store. I will NEVER again set foot in a Brick Store again. read more

If I could give 0 stars I would! Don't waste your time or money!! Ordered a bed frame, mattress, box spring, cover and paid for delivery and assembly, this was all organized with the Manager. After paying for delivery and assembly, they refused to assemble it, saying they would need more money for that and they had made a mistake, they would not assemble it unless we paid more money. The bed frame was missing several pieces, the frame was damaged, the box spring was damaged and they dropped off another damaged piece of furniture that wasn't even ours. Then they told us it was our responsibility to dispose of the 7' long damaged furniture item they left in our living room even though it wasn't ours and we would need to pay an additional delivery fee if we wanted the rest of the bed frame pieces!! What a scam. They also told us if we wanted to exchange the damaged box spring for a non-damaged one, we would need to bring it to the store and exchange it ourselves or pay another delivery fee of $100!! What a load a crap that no one should have to deal with. The Manager Darcy was a total B*tch to deal with and not once did we receive an apology. DO NOT SHOP AT THE BRICK. read more

DO NOT EVEN BOTHER OR WASTE YOUR TIME. I wouldn't even give them this star...............We have been loyal customers to the Brick for the past 10 years. BIG MISTAKE.... We bought a patio set from them in October, it was covered for the winter however, by November it had literally fallen apart. It had rusted ( even on the base which was under a table), and the plastic bits we had bought to protect the set from ripping our deck had all fallen out. We called and complained right away. It took them 3 months to send someone out. When they finally were meant to come out, we weren't home because they told us between 12 - 2 but, didn't show up. I rebooked again and they never showed up. On the 3rd time they were meant to come out, I was away on Vacation and didn't have our cell phone. They had left a message saying that they had changed the date for someone to come by ( WHICH was on a date that we were still away), and cancelled our date we were returning from our Vacation for. Can you believe that???? The staff are all very rude, clearly do not enjoy their jobs because all they do is complain and show no care what so ever. PLEASE take my word here, you DO NOT want to shop at any Brick.... I'd highly suggest going somewhere with better furniture and better customer service as it's in your very best interest to purchase from people who actually care about your loyalty. read more

poor quality, customer service stinks, damaged furniture, no refunds, only store credit . never again will I buy anything from the brick people should read the reviews & policy before handing over your money that you wont get back . read more

Horrible experience and customer service!! We bought a microwave and a stove from here with delivery and installation included. The delivery men walked out before installing anything and left the stove in the middle of our tiny kitchen and the microwave still in its box saying installation was not included with the microwave and that was going to cost more and pretty much the stove was our problem. After speaking to someone they said they would install the microwave for free next week (the stove still our problem) because of all the problems only to later get told this was not the case and we'd have to pay (and to quote the manager speaking to my elderly mother) "because there's no free ride in life". I will never shop here again, I will never encourage anyone to shop here and in fact anyone looking to buy furniture or appliances will get told this lovely story of why not to shop at The Brick!!! So disappointed. read more