The Brick

Reviews

• MP

  Megan Perrett

  1 day ago
  1.0
  I am writing this on behalf of my in laws. About 2 years ago they had a great experience when purchasing a new bedroom set and having it delivered to their home. So when it came time to having to replace their washer and dryer and after doing lots of research they decided to go back to the brick and buy from them. Unfortunately they did not receive the same level of service when it came to purchasing the washer and dryer that they had from the brick that they had previously. They were informed that the washer and dryer they purchased has a small scratch on one of the items and they were fine with that. They also paid the extra money for pedestals to help level the machines. They set up for delivery and were informed of the hours that the delivery would come on a Sunday and the delivery was many hours late so they stayed home all day on a Sunday to wait for this delivery and received 15 minutes notice that the delivery drivers would be there To drop off and set up the washing machine and dryer my father-in-law had the old units already taken out of the laundry room and ready to bring the new ones in and they were met with individuals who were rushing through to move onto the next delivery. My in-laws were told that these were new machines never used before and when doing an inspection The lint trap in the dryer was full of lint, and when asked about this, they did not receive an answer. They also rushed through the set up process, and the machines were not level, which is why the pedestals were purchased, and when my father-in-law went to examine it he noticed that 2 of the legs was missing off of the washing machine so he went to go grab a leg off of the old unit and it had already been taken off of property and the delivery guys were nowhere to be found in their truck was gone So he had to wedge something under there so that it wouldn’t wobble when using the machine until they could get in touch with the brick. The delivery guys also were aggressive and trying to force him to sign the release paper saying that the work was done and when my father-in-law did not agree and was not happy with the standard that they set everything up with they just walked away. When realizing that something was wrong with the dryer my in-laws called the brick and they were told it’s not their problem because they didn’t sign the delivery set up paper but that they would look into it and then contact them back. They were not called back and their calls went unanswered which resulted in my father-in-law going down to the brick and being met with some hostility and was told they could get a new dryer after just purchasing a new washer and dryer, but it would cost more money to have that dryer as it was a different, nicer model than what they had just previously purchased even though the dryer they just purchased sounds like it’s been dropped repeatedly and that something is is broken (even the individual my father in law spoke with in store said the dryer shouldn’t sound like that). And whoever he spoke to at the brick when he went to discuss the problems informed him that yes they could purchase a newer dryer, but there is a strong chance that the same individuals who delivered the first set would be the ones who delivered the replacement dryer if they chose to purchase it as they are all contracted by the brick, but not brick Employees. It is a shame after spending over $3000 that items are broken/damaged. We uncovered more damage today on both units when went over to properly set up the machines. We are happily willing to change this review to a more positive one once this matter is resolved:)
• CC

  Cody

  1 day ago
  1.0
  What ever happened to pride in what you do? The context: I spent my whole Sunday helping my elderly parents get their new washer and dryer installed. They finally decided that it would be a good idea to upgrade the washer and dryer before retiring. This expense was over $3500 for my parents, thus pushing retirement for them back by 1 year. But would be worth it overall knowing they shouldn’t have any issues until way down the line, in the future. The cost of the new washer and dryer was enough to get free install and removal of the old washer and dryer. Here’s where things take a major turn. When the install team arrived they brought damaged appliances and appliances pedestals. All of them were supposed to be brand new. The dryer wasn’t just damaged it had been used. Lint trap full of lint. Dents and scratches all over it. And best of all while running the dryer sounds like the drum is completely disconnected. The washer is also full of scratches and dents. The washer came without a hot water hose extension (included with the negotiated price) as well as it came with only 2 feet, making it impossible to install properly and level. The pedestals are scratched on the plastic to the point of needing replacement. The aluminum construction of the pedestals are damaged beyond repair. Dents and gouges that deep enough to have removed aluminum from the top and side panels. Additionally they weren’t even built to completion. None of the screws in the front panels behind the drawer were installed causing the drawer to not open and close properly. As well as incorrect bracket were installed for the back of the washer resulting in both brackets being bent and barley useable even if they lined up with the hole on the washer and pedestal. The install team caused the damage to the dryer and pedestals. And the sides of the washer. The install team refused to level the pedestals and installed both appliances with broken parts, missing parts and incorrect brackets to mount to the pedestals. They claimed “since the floor isn’t level it’s not our problem”. Not like the whole purpose of buying the pedestals was to allow us to compensate the slope of the floor. The insulation team also left before completion and left the front door wide open and said nothing before leaving. Because of all of this I went over today just to make the appliances useable for my parents. My dad and I spent a whole day levelling pedestals, running water lines and fixing as much as we could just so they could use the appliances they spent over $3500 for. There is a lot more to this story. We have over 10 mins of video going over damage and issues with the original installation. I am appalled that no one takes pride in their work anymore. I’m appalled that a company as big as the brick is choosing to use a 3rd party contractors for installation, that just leaves customers without the products they spent lots of hard earned money on. This instance isn’t the first time based on the other reviews I have read. I really hope these negative reviews will help the brick change their mind on who they are letting represent the brand by doing the installations. The customer service team at the brick has been talked too already and has been blowing my parents off. I am writing this review in hopes to get all of the problems justified. Please do your research and maybe think twice about using the installation service. It maybe more worth it to employ someone else or buy elsewhere.
• LG

  Lisa Garey

  3 days ago
  2.0
  I bought a Samsung dishwasher from The Brick in Deerfoot Meadows after a brief visit to the store. The salesman who helped me was very nice, but the part of my purchase involving selecting the appliance turned out to be the easiest part - it just went downhill from there. I wanted zero hassles with this purchase so I asked about their delivery and install. They told me it would be $199 for installation, $45 for haul-away and $50 for delivery, and I asked for a break in that cost. It was 3/5 of the cost of the damn machine! So the salesman and I went to see one of the store's GMs. He told me that for a $10 donation to their charity, he could get rid of the delivery fee and make the set-up package $249 instead of $300. So I agreed to that. They told me the washer would likely be delivered 2 days later, and the installation would happen after that. The delivery men "allegedly" tried to drop it off 2 days later, but we did not get anyone ringing our bell to let us know they were there - just a missed phone call after the fact. So we missed the time and there was zero follow-up by The Brick to re-schedule. I had to call myself the next morning (after scheduling the install for the following day) and was given a major runaround (and very rude communication) by the staff, including the same GM, about a new delivery time. Meanwhile, the installer was coming the next day to hook it up. So I needed it delivered quickly, before the scheduled install, and I'd already paid for all 3 services. I felt completely dismissed by Bailey, the GM, who actually made me wait about 15minutes when I went back to the store to arrange delivery (AGAIN) and discuss the issues with him - while he appeared to be finishing a meeting with his staff - and then offered no solutions to me, other than to pick up the washer myself. I was clearly stressed when I spoke with him, as I had been told if the machine wasn't there when the installer showed up, I'd be a charged a cancellation fee. Yet he offered no help and no compensation or reimbursement for picking it up myself. So I went during rush-hour traffic to pick up a dishwasher, and then my daughter and I had to unload it ourselves. Again, even despite paying for all of this to be done. While sitting and waiting for it to come out from the warehouse, I got a call from Paul the installer with Trans Global who told me he'd come by at 9:30am the next day to "get this done for you". I guess he felt sorry for me after I told him I was picking up the washer despite paying for delivery! He was great, and he showed up at exactly 9:30 the next day and did a great job. The ladies at the distribution centre were also great - very helpful. But... the management/customer service team at The Brick were very UNhelpful. The GM even suggested the only thing he might be able to do to compensate me for picking up a product I paid to have delivered, was to give me back my $10 donation. Ya - like I'm gonna do that. He did follow up with a call after the install, to see how it went. But he again offered no compensation to me for having to pick up - at the last minute - my new appliance. He just said if I ever buy anything from them again, he'll put a note on my file. Really? That's the best you can do??? I'll never shop for appliances (or anything, really) at this Brick again, and I'll tell everyone I know to avoid them at all cost... unless they can do their own delivery and install!
• AL

  Andrew Listman

  Dec 31, 2025
  1.0
  We purchased a floor model bed frame and mattress, expecting delivery 2 days later. There was a lot of initial confusion over whether the bed frame would come assembled, but after speaking to head of delivery we were assured it would arrive as is because disassembling it would affect the quality (it was an assembled floor model). When we received delivery confirmations the next day, they had the wrong address. We did NOT provide the address. We called immediately and were told they would change the address and to expect delivery on the original date as well as a call back to confirm; we did not receive a call back (and made numerous attempts to call the store) and therefore assumed the error was fixed. It was not. After many failed attempts to call the store on the original delivery date, we visited in person and spoke to a manager, who insisted they could not change the address until the day AFTER expected delivery despite catching their error in advance. The manager did not take accountability and did not make any offer or effort to rectify the situation. She did approve a $50 credit in the end. The bed frame then arrived dissembled despite being assured it would arrive assembled in order to uphold the quality of the frame. The miscommunications and errors made are so disappointing, but it is the lack of accountability and effort made to rectify that is most shocking and concerning.
• XZ

  Xuanqi Zhu

  Dec 16, 2025
  1.0
  Calgary Heritage location – very poor experience. I am leaving this review to share a very disappointing experience with The Brick, specifically the Calgary Heritage location. I had a confirmed furniture delivery scheduled for Tuesday, and this was repeatedly confirmed as the only day I was available to receive the delivery, as I had other commitments on every following day. On Tuesday morning, the delivery team arrived but told me they could not deliver my dining table because it was loaded at the back of the truck. I was told they would complete other deliveries first and return later. I waited at home the entire day, but no one returned. I was not notified of any cancellation and only found out after I contacted customer service myself. I was then told that the delivery would not happen that day and that the items had been returned to the warehouse. Customer service offered only two options: warehouse pickup or re-delivery on Thursday. I am not able to do warehouse pickup. As a result of this sudden and uncommunicated cancellation, I lost an entire day waiting, had to cancel a dinner I had scheduled with friends the next day, and was forced to rearrange my original Thursday schedule, including a family doctor appointment. What made this experience especially frustrating was the handling attitude. Both sales and customer service repeatedly said things like “it’s not your fault and it’s not the store’s fault”, while pushing responsibility between departments and offering no reasonable solution. At the Calgary Heritage location, a customer service representative told me this was “not her responsibility,” said she could only change the delivery date, and attempted to transfer me to a manager. The call was left unanswered and eventually disconnected. A manager never contacted me. The salesperson also attempted to downplay the store’s responsibility and pressured me to simply accept the situation rather than helping resolve it. Throughout the process, there was a clear lack of empathy, accountability, and professionalism. From a customer’s perspective, I should not be expected to figure out where the internal failure occurred or coordinate between departments. The Brick committed to a Tuesday delivery and failed to meet that commitment. Internal coordination issues are not the customer’s responsibility. This review is not just about a delayed delivery, but about how poorly the situation was handled. Based on this experience, I cannot recommend this location.

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