The Brick

Reviews

• CH

  Carole Henderson

  2 days ago
  5.0
  Sales rep was very nice and not pushy. Delivered the very next business day after Thanksgiving. Not 2 weeks later like my couch was from another company
• SC

  Suzette Caasi

  2 days ago
  5.0
  We had our new Washer and Dryer delivered this morning and had such a good experience with the 2 people that came delivered the appliances. They were efficient and professional. They were mindful of our place and very respectful.
• HH

  Hagop Hovsepian

  5 days ago
  5.0
  Delivery was on time, very courteous and conscientious guys. Took great care to make sure the appliances and the house suffered no damage. They connected everything, cleaned up, and took all the packaging away. One of the best delivery experiences I've had from any furniture/ store (the brick in Newmarket)
• AA

  alaleh

  Oct 3, 2026
  5.0
  Ali, the sales representative who helped me, was very professional. I’m really happy with my purchases, and he recommended a great item for me. The delivery arrived on the scheduled day at exactly the promised time. Everything was handled professionally, and I’m very satisfied with the overall experience.
• EK

  Emily Knights

  Oct 1, 2026
  1.0
  Extremely disappointing customer service. Recently purchased over $10,000 worth of appliances for my new home. Our salesperson was fantastic—knowledgeable, patient, and extremely helpful. The positive experience ended the moment we paid. Delivery and installation was frustrating from start to finish. We were not provided with a delivery ETA - had to call the morning of and navigate multiple phone prompts to know when we needed to be home. Paid $240 for laundry installation, plus $16 for hoses we were specifically told to purchase. When the installer arrived, he said he needed additional supplies, went to a hardware store, and purchased $85 in supplies. We gave him $100 to cover the supplies and gas, believing this was standard practice. Shortly after, he told us the necessary hardware had not been delivered and that we needed to contact The Brick. He left without completing the installation. Within seconds, my husband found the supposedly "missing" hardware inside the washer and dryer. We repeatedly called both the installer and The Brick and received no response. When I eventually reached The Brick, I was told we did not even have installation. After escalating to management, I was finally told that yes, I did have installation. I received an apology - that’s all. We were given another installation appt the following week, leaving us without a washer and dryer for an additional week. To be fair, the replacement installer did an excellent job. However, he did not use any of the supplies purchased by the first installer, nor the hoses we had specifically been instructed to purchase. We were therefore out approximately $116 in unnecessary supplies, with no reimbursement offered, on top of $239 for the installation which was not smooth. Then came the refrigerator and stove delivery. The delivery personnel complained to us about the weight of the appliances, despite delivering appliances being the service we were paying for. We removed our front door as requested to accommodate the refrigerator. Despite this, part of the refrigerator scraped the doorframe while being brought inside, gouging the wood. I actually had to remove pieces of wood from the back of the fridge afterward. We were told we had 48 hrs to report damage. I drove an hour to The Brick to report the damage rather than spend more time on hold. I was immediately met with resistance because I had signed for the delivery. I was told the 48-hr policy only applied to appliance damage and that customers are expected to inspect their doorframes and surrounding property before signing. I had never been informed of this policy. Had I known, I obviously would have inspected the doorframe beforehand. The interaction became even more concerning when I was told, "You did not even buy your appliances from here." This was completely inappropriate. I had shopped in person at The Brick, placed my order through The Brick online, and paid in person at their Newmarket location. Not that it should even matter when it comes to customer service. At the time of writing, I still have no resolution regarding whether the damage to my brand-new home's doorframe will be repaired. Individually, none of these issues would have prompted a review like this. Things go wrong. Installations have problems and deliveries can be complicated. What is unacceptable is the combination of poor communication, unanswered calls, a failed paid installation, conflicting information about our installation booking, approximately $116 in wasted supplies, damage to our home, resistance when reporting that damage, conflicting information about the 48-hour policy, and dismissive customer service. We spent over $10,000 with The Brick because we trusted the company to make purchasing appliances for our new home straightforward. Instead, we spent days chasing answers and resolving problems that should never have been ours to manage. If I could give 0 stars, I would. I will never shop at The Brick again and cannot recommend them to friends, family, or colleagues.

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