We recently purchased a couch from the Brick and the service was great. From the salesman; Stephen who was extremely helpful to the delivery men, Dave and Alan, who were very professional and put the couch exactly where I wanted and took all the packaging with them. read more

Every interaction, I would've rather have stuck a toothpick between my toenail and kick a wall. What started as a fun experience couch shopping turned into so much of a headache that we would've rathered just cut our losses then have to deal with these people. Settings expectations and not following through, to abysmal delivery services, 0/5 stars on customer service. After stringing us along for months and months and then giving us the classic "well it was an approximation." Then we asked for at least a store credit and it was "against their policy." Still waiting for a piece of a couch we bought in May and it's mid September. If their policy was to ensure unsatisfactory customer service, then they get a 10/10. read more

I seriously doubt this company is under any real management. From the moment we entered this store, the salespeople were just HOVERING around, being way too "helpful". It is very hard to try furniture with someone constantly trying to sell you something. There is no need for you follow me 15 feet behind around the whole store. They sold me a sofabed for 1899$ before tax on July 25, saying I should receive this order in the week of August 4-9 (this week). On July 29, I received a standard copy/paste email saying they now expect stock to be in late August. No real date...just a vague email saying "sometime late August." They even put a pretty line about "working together" to find a suitable replacement. Why would I want a replacement?? I found what I wanted, and you couldn't even keep up 5 days later! Why are you selling something that you don't actually know when you'll have in stock? Why do you think its okay to indefinitely hold people's money without an actual date of when you WILL (NOT MAY) have stock?? I requested a refund multiple times via email as I needed this way before end of August, and their CSR agent kept trying to have a salesperson call to sell me on another item (why would I believe you have something else in stock??) Now, the same sofabed is selling for 2079.98$, with an "estimated delivery date" of August 26. I truly believe this is a lie to make a quick sale. After chasing this company through email, and them saying they will call me (however they did not tell me when, and just called me randomly as if I am available at any time), and me calling them 5 times in row until someone finally picked up, I finally have a refund, but not after the Brick claiming they couldn't hear me on the phone. Imagine me walking all over my house for connection, only to be told I could be heard once I ended up where I was when I initially dialed out. Funny, because no one complains about my connection except the Brick when I try to get my money back. At the very least, I have my money back, and I now know not to ever shop at the Brick or Leon's. read more

Distraught customer. I received a $2900 sofa set SAVVGLS3 that faces left .I need SAVVGRS3 that faces right which I thought the salesrep Ajay ordered . He made the mistake. I did not fill out Purchase order and i didn't know what all item codes meant. I realized it was wrong one after I had to open it myself . The delivery guys put items into living room made me sign then left. They did not open it which after my wife came home she said they were supposed to. If they would have opened it I would have seen it was wrong way I wouldnt have signed and they would have had to taken it back. Now after talking to manager he said it was my fault and there is nothing he will do. That's not fair . I got RIPPED OFF by a manager who is not owner who made up his own policy. All I want is an exchange for correct facing sofa set SAVVGRS3 . Called head office twice and left message both times..Still no response. VERY BAD customer service when they make a mistake. Especially a $2900 mistake that I'm paying for. read more

Scam artists!!!! We purchased a Jessica bedroom set on Black Friday. The sales lady told us we were to get a 5 piece set. Which included the head and foot board, rails, dresser and mirror. My mother and I had a long conversation with her about how we didn't need the mirror and she stated that it would come to more without the mirror so we just need to take it anyways. When the bedroom set arrived there was no dresser or mirror at all. Just the bed and a side table. When we called they said we purchased a 4 piece set. Unfortunately my mom lost our original receipt and they wouldn't even reprint us one. We also confronted the sales lady, she then claimed we never had any conversations about the dresser and mirror. I feel completely scammed. I would have never purchased without the dresser. And the sales lady is lying. read more

Terrible customer service have been trying to get a couch repaired that likely came damaged since October. Repair tech in twice and each time say they have the wrong parts. Phoned and emailed customer service and never get a response. Left a message for store manager and no response. Yesterday I got a call saying they were shipping the parts directly to me but no idea when they are coming to fix it. So now I'm their warehouse facility too!!! So frustrating. Sad the only way some will talk to me is if I go to the store!!! I'll be paying them a visit today! read more

The Brick delivery staffs with no respect made a hole and knife scratches by taking the wraps off BEFORE taking the sofa out of their truck on the RAINY DAY (why?? Just why???) + scratches from forcing it through the door way on the leather couch. The manager and their store staff who dealt with us on the phone was totally not acceptable with their attitudes and even hang up on us. NOT ACCEPTABLE. I talked with my friends about the experience and I didn't expect that a lot of them actually had bad experiences with the brick as well. I STRONGLY DON'T RECOMMEND ANYONE TO BUY ANYTHING FROM THE BRICK. read more

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Worst customer service I've ever experienced. Product is crap. Paid $5000 for a cooling top-of-the-line mattress that isn't worth 100 bucks. Try to return it in five days and they tell me I have to wait 21 days to figure out that I don't like it. How stupid is that? I don't need 21 days to tell you I don't like something. Going to the store ask for a refund. The so-called customer service manager just smirked at us. Then I asked her for the head office phone number and she told me she doesn't know it all the while smirking. What customer service manager doesn't know their head office phone number. Either she thought we were really stupid or she is really stupid. I think it's the latter , she just made herself look like a complete jackass. Called their head office 10 times now ,texted their head office four times , and still no answer. But I'm still going to write the head office phone number on a huge piece of Bristol board and great big letters for the jack ass of a service manager so she knows their head office phone number . Save yourself some time and money and aggravation do not shop at the Brick, especially the brick Peterborough. Very sly people. They don't lie to your face technically ,they just neglected to tell you certain things that they can throw back in your face later. We were told we had to pay $200 for a mattress cover in order to have the return warranty. Well, the sales manager informed us that we didn't have to pay $200 for the mattress pad and we would've only had 30 days to decide whether we like it instead of 180. I only need five days to tell you I don't like something . The salesman neglected to mention this option. So I am out $200 for a mattress pad that we don't need , that defeats the whole purpose of the cooling bed . The saying never trust a salesman is true. I guess I should've followed my gut and not bought something from this store. Everyone told me not to shop there. I should've known better. Buyer beware. If we don't get any satisfaction from the head office in the next couple of days, watch for my vehicle in their parking lot with all the signs and it saying what crap service they give and what crap their products are. I'm going to sit in there parking lot or leave my second car in their parking lot with signs all over it about how bad the story is. Let's see the service manager smirk about that! Go to a reputable furniture store for quality products. Or to a discount furniture store for the same level of product that you get from the Brick for half the price and probably better customer service. By the way, just found out while making this purchase that they also own Leon's. Buyer beware there also. read more

Horrible service I was shopping here on Boxing Day, what I believe to be the biggest day of the year, and there was NO one around to help me. When I finally went to look for someone, I found 5-6 sales reps sitting in recliners! I had already chosen my product so all I needed was her to ring it in. And she couldn't even do that. She couldn't enter the date properly for pick up, because as it turns out, I WOULD NOT be able to make pick ups that day, due to holiday delivery schedule. But clearly that was NOT something she knew. She was more concerned with selling me a teddy bear. So when I went to pick up my dishwasher, imagine my surprise when it wasn't there. So I had to Drive all the way to markham to pick it up. Unacceptable service especially for such a large company. read more

Abhorrent and Dishonest Customer DIS-service. I attempted to order a part to repair a previous purchase. It took 3 months for the incompetant staff member to do nothing when I finally had to get the supervisor involved. That supervisor then took my money and claimed the part was ordered. Turns out the part can't be ordered, which the supervisor learned in less than 24hours (who knows what the first staff did for 3 months?!?!?!). It has now been over a week and my money has STILL not been refunded. Their incompetence is staggering, though not surprising, and their pure theft of my money is criminal. read more

After purchasing an entire new set of kitchenaid appliances from the brick 2 years ago 3/4 appliances have needed repairs or completely stopped working. My fridge had several problems from the beginning and I was refused a replacement. Finally after a year and a half of dealing with repair after repair, the fridge completely stopped working. The whirlpool warranty finally agreed to replace the fridge. By this time our dishwasher had also stopped working. Whirlpool agreed to send a credit for the fridge to the brick so I could pick a new fridge ( I wanted a fridge that was of lesser value than the original model) and use the remaining credit towards another dishwasher. The brick agreed and my order was placed. I paid the remaining balance above the credit for the dishwasher and was told it wouldn't be delivered in about a week. I had my original dishwasher uninstalled and disposed of. The brick then calls back a week later to let me know they can't deliver a dishwasher to me and I can only use the credit for a fridge. I have already gotten rid of my dishwasher so I don't have one to go back and try to have repaired and the brick has gone back on our agreement so I am left with no working fridge and no dishwasher. I have a newborn and young children. I need a fridge and dishwasher and am very disappointed with the brick. Don't buy your appliances here and don't waste your money on the warranties. read more

If I could give The Brick, Whitby less than one star, I would. I'm not one to write reviews but I feel the need to since the service here is so poor. We have purchased furniture from here several times, and I have no idea why since each experience is worse than the last. We have had problems with the sales people, the condition of the furniture, deliveries, and customer service. We had the salesman throw a tantrum because we told him we wanted to think about our purchase and come back another day. This same salesman greeted us at the front, we said we were just looking and he followed us around the store (about 15-20 feet away) our entire time there, making us feel uncomfortable. Our furniture was delivered and had damages to it. We had to jump through hoops to have this resolved. I had to submit a written claim (understandable) along with pictures. I'm not entirely sure why they have you submit pictures since they have to have someone come to your home at a (much) later date to take their own pictures. We waited a month and a half to have a person come to take the pictures in order to start our claim process. Suffice to say, the claim process from start to finish was tedious. Our mattress we purchased from here was defective, so again I had to submit another written claim, this time including a photo album of pictures. The person I was in contact with from The Brick was very unresponsive and hardly ever responded to emails (even after emailing him several times in a few weeks). Again, this process dragged on much longer than it had to. We just purchased more furniture during their Black Friday sale (not sure why after all the previous problems), only to incur more issues, this time on delivery (we still have not received the pieces so I cannot comment on them). We were promised by our salesperson (it was even put into the system) that our delivery would be on a certain date. One item we ordered would be in stock a few days before delivery so this wouldn't be a problem. Without notice, The Brick cancelled our delivery date/time and gave it to someone else, even though all of our items were in stock prior to the delivery date. The Brick didn't even have the decency to call us, I had to call them to inquire about our delivery, and then was told it was cancelled and given away due to one item not being in stock one week before delivery (it was noted the item would be in stock before the delivery date). After cancelling our order on a date we set, The Brick is not even able to accommodate a time with us for a new delivery date. The above issues are only a few, we have had many more dealing with The Brick Whitby (and I'm sure will have many more with this upcoming order). I would never recommend this specific Brick to anyone after all the problems we have had. Extremely unacceptable service especially from such a large box store. read more

81 DAYS AND COUNTING FOR A RESPONSE/SOLUTION. I am writing today to express my deep regret in ordering furniture from The Brick and to raise awareness to the many issues that we encountered over a 4 month span. On April 13, 2020 my husband and I ordered the Willowdale King size bed ($2257.38). Online it instructed us that it would not be available for delivery until June/July 2020. In addition, we ordered a new king size mattress ($1806.67) and mattress protector ($144.97). On June 23rd 2020 our bed set was delivered. The bridge for the bed was damaged and could not be used and the mattress was damaged from the way it was transported. I immediately called The Brick and spoke with Donna Lalonde. She suggested I send her pictures and was somewhat helpful. She let me know that a replacement bridge would be available the end of July 2020. The bridge piece did not arrive in store until August 12, 2020. This is terrible, terrible service. In addition, a representative from The Brick called me when the new piece arrived and tried to get me to accept $150 if I were to keep the old bridge stating "that is much more than it's worth". First off, the bridge is not able to be used due to the damage, I did not pay over $4000 for a new bed that has broken pieces. Secondly, the invoice for the bridge states that the cost is $168.64. How incredibly insulting and untrustworthy this representative was. I'm disgusted by this interaction. The new bridge piece was not delivered to us, instead WE had to find accommodations for our 12 month and 3 month old children while we loaded the broken bridge into our truck and made our way to the store to get the new one. Shocked.... Lo and behold, after waiting four months for our complete bed set, the replacement bridge was also damaged in the same location as the first. At this point I contacted The Brick on Thursday August 13, 2020 and spoke with a manager Bobby. He was very understanding and willing to listen to the unfortunate events. He assured me that we would get a new bridge as well as figure out the mattress concerns as it appeared the Donna Lalonde let that issue slip through her fingers (similar experience my brother and sister in law just experienced this summer as well). Bobby told me that the warehouse supervisor "Christian" would contact me the next day (Friday August 14th), as Bobby was off and not back in until Sunday August 16th. Bobby stated that on Sunday he would call me and I could give him my decision how I wished to proceed with the mattress, whether I would choose a full refund or an exchange. Friday came and went with no call, Sunday came and went with no call. One week went by before I was contacted by The Brick again on Thursday August 20, 2020 to inform me that the bridge was there. We once again had to pick it up and return the old one and find accommodations for our children. Out of courtesy and the many inconveniences we experienced, I would expect The Brick to take responsibility and deliver this immediately. Our mattress issue still needs to be addressed and no one from Head Office or the Whitby location are returning ANY of my messages and/or phone calls.There is complete incompetence on The Bricks end, I am absolutely appalled at the way everything is being handled. 4 and a half months, $4209.22 and I am still left with a damaged mattress. My husband and I have been responsible for making two trips to return and pick up new pieces. The Brick has displayed terrible service, half-truths, mistakes, damages, and taken advantage of my personal effort and time, I am finished my relationship with The Brick. read more

Terrible customer service. We made a big purchase in 12 months and had a gift card that they were supposed to take as part of the payment. The sales person forgot to add the gift card and she made a 6 month plan instead. Since this was their mistake we asked to fix it but they say that we have to pay more to change the plan now. I had to go back to the store in addition to multiples calls and no resolution to the problem. We will never buy again at this place. Please do not buy at The Brick outlet im Whitby. read more

Started off with a good sales experience from Abi and immediately down hill from there, ordered a sofa bed on June 29th, went to pick it up Aug 9th, ordered a NAVY DBL sofa bed/received a MOCHA DBL sofa bed, was given the run around on whose fault the error was, didn't really care just wanted to know where my NAVY sofa bed was, they had to re-order my sofa bed and was told earliest delivery was Sept 20th, they let me keep the mocha couch until the navy one arrived and I was to get free delivery / exchange when it came in, scheduled delivery was confirmed for Oct 5th between 11-2pm. Drivers arrived with NAVY sofa, went into the basement to retrieve mocha sofa, and spent roughly 1/2 hour trying to figure out how to get it out of the basement, one guy decided to get my NAVY sofa from their truck and try to get it down to the basement then they would know how to get it back up, spent another 15 mins trying to get my NAVY sofa down, they were flippant and rude with comments like "this is impossible" "what is wrong with the one you have down there already" etc. they went out to call someone from the store and the store told them to bring back my NAVY sofa, and they would schedule delivery for another day??? First off I had to do alot of prep moving stuff around to give these guys a clear safe path, second of all I had waited over 3 1/2 months for my NAVY sofa, and if we were able to get the mocha sofa down they should be able to bring it back up, what went down must come back up! They tried to re-enter my house to retrieve my NAVY sofa at which point I told them they are not taking my sofa back out, I waited 3 1/2 months for it and they could take the mocha one out like discussed. When I called the Brick I spoke with Sean and I was told that if we didn't let them take back a sofa we would go into COLLECTIONS because we now had 2 sofa beds in our house and only paying for one, at which point I told Sean he was more than welcome to take the mocha sofa back and he went on to tell me that the delivery drivers could not get the sofa out, they already tried (don't forget we got the sofa down there, so we know it can go down and up, but we are in our mid 50's and moving furniture is not the best idea for us, we chose to pick up our sofa the first time round to save the $75 delivery fee, and was offered free delivery/removal when my correct sofa arrived as an apology for their error) but now they are threatening us with COLLECTIONS (would ruin our credit ratings) because their incompetent delivery drivers with 17 years of experience could not figure out how to do their job? We called our son in law who helped us get the mocha sofa down in the first place, and with our son in law / and neighbor, removed the mocha sofa (the one the driver said was impossible) put it on my son in laws truck, brought down my navy sofa, returned the mocha sofa back to the Brick and not so much as an apology? Instead threats ? on a sofa we have been paying for since June? The absolute minimum I would have expected from the Brick was at least a refund of $75 for the (non) delivery/set up removal of their ERROR. Seriously avoid the stress and hassle from purchasing anything from here, I have never in my 50+ years had such a horrible experience from purchasing furniture, their so called commitment to their customers is an absolute joke, my husband would have truly liked to have left a "0" star rating, but we couldn't hence the 1 star, they could have reached out anytime prior to our rating/review, I waited 3 days before posting, they knew how upset we were from the get go from phone calls and a letter to their home office in Edmonton which was useless as well since no one got back to me from there, so here it is, I absolutely DO NOT recommend this store, never, nada, NOPE! read more

What a horrible horrible experience !!! Their products are of poor quality. We received the product with manufacturing defect and they started showing us attitude that it's not their fault. Even till the delivery time, everyone kept telling us we can return the product within 3 days. And when we received a faulty product, we decided to return it. Then we saw their real face. They started telling us that the RTA (Ready to Assemble) products cannot be returned, it's a final purchase. What the most funny matter is while we were trying to sort things out at the cashier with a lady, another lady rushed in with a paper and said "This is where it is written". I AM NEVER EVER GOING BACK TO BRICK. I SHOULD HAVE READ ALL THE REVIEWS ONLINE BEFORE PURCHASING ANY PRODUCT FROM THEM. read more

WORNING DO NOT DHOP HERE. Worst place ever. Bought a very expensive mattress here and had a sink hole on one side after only 3 months. Someone came out to look and said it was not deep enough for warranty. Tried more then a dozen time to call and talk to someone and was hung up on or left on hold for more then half an hour. DOES NOT EVEN DESERVE ONE STAR read more

Worst experience I've ever had. Staff are on commission and beg you to come back and do a sale with them because it's the only way they make money. Store is badly laid out and difficult to find what you want. After purchasing online, they promised me a specific delivery date, which they did not keep and I was left having to sleep on the floor for 3 days until I got my bed. Customer service in the phone couldn't care less and just dismissed my complaints. Will never shop with them again. read more

Worse experience I have ever had .. Worst customer service ... No one offers to help unless ur looking at expensive items . If you ask about something like a microwave they don't help u or give you their 100% attention . Never shopping there again read more

Terrible store, we waited over an hour while they attempt to ring us through. Eventually we had to leave to get our baby home. I made a complaint to Leon's (their parent company) and the manager called me back to say "sorry", no offer to make things right after wasting our time. Don't waste your time here, these folks are not in customer service. read more

Absolute garbage. I ordered a bed frame and mattress set 2 months ago and it still hasn't arrived. No discount was offered, but they were sure to offer an upgrade at an additional price. read more

Worst experience I've ever had... they scammed me and my fiancé into buying a huge tv with a persuasive guarantee that we would have warranty. To our surprise after the very unprofessional loading experience the bran new 55 inch tv has a huge line down the middle and they will not honour the warranty agreement made. They scammed two young people into getting rid of a broken television. I am extremely pissed. I have contacted multiple stores, and multiple advice and I have not gotten anywhere. Do not shop at the brick, do not trust them. And do not allow them to take advantage of your trust. Worst place I've ever experienced shopping. read more

Went into the store in Whitby on Consumers Dr. today with all intentions of buying 3 appliances. Walked in with my sister, there was a salesman sitting in a chair,no acknowledgement. Had time to look at all the appliances still no sales person had approched or acknowledge us. After 15 mins of wasted time we left the store and went to Sears and bought our appliances. Where the services and prices were better by far. You snooze you loose. Your bad reputation still proceeds you. read more