The Brick

Reviews

• CR

  Charlene Rozario

  Oct 8, 2026
  5.0
  I was working with Jasmeet to buy a specific twin mattress and 100000% recommend him for anything. He was incredibly patient, understanding and cooperative. In the end I went with another company due to price only. When I asked him what I can do to thank him for his help, he asked me to donate to The Bricks store fundraiser for McMaster Children's Hospital -- what a wonderful human! While it didn't work this time, I would love to work with Jasmeet again as it's hard to find someone this dedicated and knowledgable.
• YU

  Yearn to Urn

  Oct 6, 2026
  1.0
  I recently purchased a washing machine from The Brick, Burlington. The salesperson, Jasmeet, was very pleasant and helpful. He talked us into the deluxe hose kit on the premise that with the purchase they would take away our old machine and connect the new. They arrived within the delivery window provided and took away the old machine. They did not however connect the new one. They apparently weren't able to determine the hot tap from the cold although turning on either would have determined that, and rule of thumb is that hot is to the left. Nor did they connect the drainage. I emailed customer service on the same day and eight days later have yet to receive any kind of reply. If you are not going to send professionals to connect the appliances you sell, do not offer the service. If you're not going to answer customer service queries, do not offer your customer service email.
• ND

  Nikki Dehnashi

  Oct 4, 2026
  1.0
  Extremely disappointing customer service once the sale is complete. The experience purchasing the furniture was fine, but once they have your money, getting any kind of customer service or update is nearly impossible. Emails go unanswered, and calling the store is an exercise in frustration - the phone will ring for several minutes without anyone answering before eventually sending you back to the main menu. The promised delivery date apparently means very little, and trying to get an update on when your furniture will actually arrive is almost impossible. Short of physically going into the store and trying to find someone willing to speak with you, there seems to be no reliable way to get an answer. For a company selling expensive furniture and providing delivery dates at the time of purchase, I would expect basic communication and customer service after the sale. Unfortunately, that has not been my experience at all. I would think twice before purchasing from The Brick again.
• JC

  Jaime Cowan

  Oct 2, 2026
  1.0
  After 3 conversations to schedule the delivery, no one, including the salesperson told me that the elevator needed to be on service. When the delivery team arrived they would not deliver my 3 piece couch. After rescheduling the delivery again, the same delivery team came and was rude and in a huge rush when they actually showed up 1.5hr early. Despite several requests they would not reinstall the couch when it was clearly not installed properly. I paid extra to have the couch delivered, unwrapped and installed correctly. The 3 pieces were misaligned and he insisted it was a manufacturing defect and I had to call the store. He said his job is done, he delivered it. The store refused to send a technician out and claimed that the couch was supposed to be like that. I gathered some friends, because it was so heavy, and we disassembled and reassembled the 3 pieces and now the couch aligns perfectly as it should for a brand new couch. Once I did this, The Brick said they would refund me the delivery charge and took my credit card number. The day after receiving it, I also noticed several areas on one section where threads were loose, like it was fraying and there was a worn down area, almost like it had been used before. The Brick would not send a replacement piece and offered a $200 refund. At this point, I had still not received my delivery fee refund and when I asked about it, they acted like they didn't know what I was talking about. When looking at my file, they admitted to collecting my credit card information, but not agreeing to the delivery fee refund but had no explanation why my credit card information was collected. From the beginning of this experience, The Brick Burlington made me feel like I was wrong the whole time and I was the one causing a problem for no reason or I was trying to scam them. The customer service was horrible. I paid a lot of money for a new couch and it should have been delivered and handled carefully and I should have been treated with more respect. I have never purchased from any The Brick stores before but this was such a terrible experience, I will never purchase from them again.
• JK

  Ja ho Koo

  Sep 15, 2026
  1.0
  Would you buy brand new furniture covered in scratches? Because apparently The Brick expects you to. ​Picked up office chairs and when I was putting them together, I saw scratches all over the back. Emailed them right away with pictures and customer service actually had the nerve to tell me "there are no issues with it." I didn't even ask for a refund, literally just wanted an exchange. Their answer? "Sorry, nothing we can do." Amazing. ​Called the sales rep and he said he'd look into it with customer service, and guess what? Same answer—no issues. After days of arguing with them, they finally offered a $20 refund on two chairs. I had no choice but to accept. ​Then the real headache started. The sales rep kept saying he’d call me back before closing time, but never did. Next day, same thing. When I tried calling him, he tells me it will be today but no call back so i called back near the closing time and no answer again just texted me to call the store directly. Called the store and the lady had zero clue what was going on, put me on hold, and tried to tell me she would call back in 30 minutes. ​I was sick of wasting time so I told her I am heading into the store and hung up. Miraculously, they called me back within 5 minutes asking for my card number. She kept babbling about how the manager needed to authorize it—even though they supposedly already did. Total runaround and lies just to stall time for $20. ​If they can sort it out in 5 minutes when you threaten to show up, they easily could have done it days ago. You are not that busy!! Every time I walk in, I just see sales reps wandering around looking for customers. You seriously need to learn from IKEA and other major companies on how to treat customers.

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