The Brick

Reviews

• MH

  Maher Homsi

  5 days ago
  1.0
  Unfortunately, The service is terrible in terms of quality and communication with customers, who often struggle with maintenance. They lack credibility. At the beginning of the purchase process, they offer a warm smile, but when you request maintenance or a replacement item, their true colors are revealed. I regret dealing with them. Their goal isn't customer satisfaction; their sole aim is your money. I have an expensive sofa, and after two months, the fabric has deteriorated, and the foam is unusable—it's no longer suitable for sitting. If a company truly cared about its customers and their satisfaction, they would replace the sofa and apologize to gain credibility, instead of causing significant damage within two months of purchase. And even now, I've been passed from one employee to another, and everyone avoids addressing the problem.
• SK

  Sneha Kandasamy

  6 days ago
  5.0
  Sales Associate Rajesh was very helpful...was not pressurizing to make a sale...gave us space to decide...1st time when I went into the store...I felt bad that it was almost closing time...still Rajesh was patient and did not rush me...I know at the end of the day...you just want to close up and go home... I really appreciate his patience...you have a very good employee on your payroll...I am very happy. Was shopping for a fridge...had something narrowed down elsewhere...but ended up buying here at the Brick coz of Rajesh! Thank you Rajesh!
• SI

  Salomeh Izadyar

  Jun 27, 2026
  1.0
  I am extremely disappointed with The Brick's customer service. I purchased a sofa in September from Brick Kitchener, and within just one month, one of the legs broke. I contacted customer service, and they sent a technician who told me he would order replacement legs. After waiting a month with no update, I called back only to be told that the parts had not even been ordered yet. Months have now passed, and I am still stuck with a broken sofa. Last week, I spoke with the store manager and explained that I didn't want to keep a broken sofa in my home any longer. She promised they would look into it and call me back within one week, but I never heard from anyone. Today, I called again to follow up. After waiting on hold for 15 minutes to speak with the manager, I was told she was in a meeting and that someone would call me back!!!! At this point, I have no confidence that anyone will. The lack of communication, follow-up, and accountability has been extremely frustrating. It should not take months to resolve a simple issue. I expected much better service from The Brick, but unfortunately, this has been one of the worst customer service experiences I've ever had!
• VR

  Varda R

  Jun 21, 2026
  1.0
  I recently purchased a sectional from this branch of The Brick that was delivered with a manufacturing defect, which was subsequently confirmed by their warranty team. Within two weeks of delivery, an additional issue arose concerning the sectional's pullout mechanism, specifically a broken and rusted wheel. As a customer, my primary concern is the restrictive 48-hour return policy, as these issues became apparent slightly beyond that timeframe. Currently, the only resolution offered is a replacement. I am profoundly dissatisfied with the product's quality, leading me to feel that my hard earned money has gone to waste. I strongly advise AGAINST purchasing from them due to the LOW quality of their products. This experience has been EXCEPTIONALLY DISAPPOINTING.
• DP

  David Patton

  Jun 19, 2026
  1.0
  In March, I submitted a warranty claim for my sofa that is less than one year old. I submitted photos and was told I would hear something in a week or two. So far, I have followed up about six times. Each time, they tell me the parts are due in another week. I would understand if I was told it takes a few months at the start of the process. I am at a loss about what to do. Do I continue to try to and get the warranty repair done by The Brick - every time I follow up I am told one week. After hearing this more than five times over three months I don't believe there is any intention of honouring the warranty (and I paid an extra $150 for it) Do I show up at the store and make a scene? Do I need to take them to small claims court? I am out of ideas what to do to be taken seriously.

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