The Brick

Reviews

• MP

  Marianne Prokopec

  3 days ago
  5.0
  The Brick was very helpful helping us choose the correct mattress. Delivery was efficient and the tracking worked well. We bought the white glove delivery option including the removal of our old mattress while Brick provided the plastic bag to cover it.. I was surprised to have to push for the removal of the old mattress because I had already moved it downstairs and put it on the front walk thinking it would be easier for the delivery team. It had rained a couple of mm between putting the mattress out front and delivery of the new one. The lead delivery person questioned taking it because it was wet. I said l, "yes, I just.put it out for you. I thought that would be easier". The other delivery man quickly helped me put the plastic bag over it and then he put it in their truck.
• MK

  Mike Van Kats

  Aug 20, 2026
  1.0
  My elderly parents had recently moved into a retirement community when they purchased a chair from The Brick Ottawa East. Unfortunately, while unwrapping the plastic wrapping they noticed that the stitching along an approximately eight-inch seam had come apart and was also separating from the wooden frame. We contacted the store to request a replacement, but were told that the chair would not be replaced. Instead, my elderly parents were directed to an online link to complete a “service request” form. We were told that a technician would respond within seven business days, if I recall correctly. Considerable time passed without any response, so I contacted the store myself. By that point, my parents had reconsidered keeping the chair and simply wanted it picked up and their money refunded. We were told that because they had accepted delivery, The Brick Ottawa East would not take the chair back. We were then told that a technician would assess and repair the chair and, if it could not be repaired, a replacement would be provided. In other words, my parents were now stuck with a chair they no longer wanted. I was directed to the store manager and left a voicemail explaining the situation and requesting a call back. After a week went by without hearing anything, I called again and left another voicemail. Eventually, a technician did repair the chair. By that time, however, my parents no longer wanted it, so we gave it away. This entire experience was extremely disappointing. My 90-year-old father, who has Alzheimer’s, and my 87-year-old mother have rarely been this disappointed with a business. What should have been a simple and reasonable customer-service issue turned into a frustrating and unnecessarily lengthy ordeal for two elderly people. I guess the proceeds from the sale of this chair was more important to The Brick Ottawa East than the negative reputation this experience has generated among residents of their retirement community and our family and friends. Don't bother with your generic "We are disappointed to hear that you had a negative experience...blah, blah, blah." We've already been down that road with you and you were given ample opportunity to make things right, but you chose not to.
• BJ

  Bruce Jones

  Aug 12, 2026
  4.0
  Initial experience was good. However after the purchase, I felt blown off by the sales rep. I went to the store to check on something that was supposed to be taken care of, It wasn't, no big deal. But in the course of dealing with it, the sales rep. got flustered and asked if we could do this later. The excuse being, there are only 3 people on the floor. The store was completely empty and the other 2 were sitting & waiting for someone to come in. I spent $7,500 there and in the end all I was, was a commission, let's move on to the next guy. Anyways, I got a partial delivery which I knew would happen. They loaded everything on my deck first, I was assuming it was so they could take there shoes off to bring the items in...nope!! Walked all through my house with their shoes on. I kept my mouth shut as I have laminate floors, but I did have to vacuum & wash them after they left. I'm not impressed & doubt I'll be back to that store again.
• CD

  cynthia dillabough

  Aug 3, 2026
  1.0
  I had to give one star because I couldn't leave none...I went to The Brick with my sister to help her purchase a tv on July 2. When we got it home the screen was cracked, we packaged it back up immediately and returned to The Brick within 30 minutes. Once we got back that's when the horrible rude unprofessional service started...they went into the back room and whispered to one another then came out and said they couldn't replace the TV because it was LG responsibility due to it being damaged and gave us LG phone number and told us to leave. We called LG and they were confused as to why we would be contacting them for it was only purchased 30 min ago. I took the tv once again back to The Brick and asked to talk to the manager, he made me wait 25 minutes before coming out, once he did I went over the situation at hand and he said the reason he couldn't take the tv back was because LG wouldn't allow them because customers buy cheap tvs and return it in an LG box and that customers lie all the time. My paralegal was with me and was trying to diffuse the situation.Ismal turned the computer screen around and said "see its not the only one" and proceed to open multiple client files allowing us to see other customers names, numbers and addresses. My paralegal asked if he was trying to tell her The Brick made it a habit to sell broken items the manager ismal started yelling in her face and cursing, he then told her to get out and to go ahead and sue The Brick because they welcome the law suits. NEVER SHOP HERE HORIBLE CUSTOMER SERVICE AND ELDER ABUSE AT THE CERVILLE LOCATION YOU WILL BE DISRESPECTED AND TREATED LIKE SOMETHING THEY STEPPED IN. However I will say that LG did an amazing job helping us on their end even though it didn't technically fall under the warranty they were willing to work with us on a resolution as a customer service issue. It's sad that a supplier had to assist with a customer service issue because The Brick staff at cerville just could not care less. DO YOUR SELF A FAVOR AND NEVER SHOP HERE.
• CK

  Chani Kim

  Aug 2, 2026
  1.0
  I want to give zero stars if I could 😡 i’m so pissed off that I am writing a review for the first time in my life. I was moving from Vancouver and ordered a mattress for pickup in advance, hiring someone through Taskrabbit as well. I called the store a week before the pickup and was told it wouldn’t be ready on my chosen date. So, I had to cancel that order and reorder the same product for delivery to my home from the warehouse. I then called them on Tuesday to confirm the delivery scheduled for Saturday. The day before, I called again to double-check, but they didn’t answer the phone all day. An online agent confirmed the delivery for Saturday and provided the time. I arrived in Ottawa early Saturday morning and waited at home before the scheduled delivery time. Nobody rang the doorbell or knocked. The delivery team didn’t call me once and just drove by. I waited hours past the scheduled time and contacted customer service again, only to be told they just passed my apartment. It was extremely frustrating since I had planned everything carefully and confirmed multiple times. I even scheduled my flight to ensure I wouldn’t miss the delivery, but they didn’t even attempt to deliver my mattress. Today, I contacted the online representative again to see if it could be delivered today. Naturally, since they messed everything up, they should have done their best to deliver it ASAP. Instead, they told me I can pick it up from the store or have it delivered Thursday or Friday at a random time. How can I trust them again when they didn’t even try to deliver my item? What could I have done to prepare better for my move? What’s the point of scheduling ahead if they ignore it and run away? I thought I had prepared everything well because I really needed a mattress from day one in my new apartment, as a spine patient who recently underwent surgery. I couldn’t wait until next week, and I’d be foolish to trust they’d keep their promise this time. I didn’t want to deal with their irresponsibility again, so I cancelled my order. The online agent said he submitted my refund request, but just now the store called me about my delivery and order. I’VE ALREADY CANCELLED IT. JUST GIVE ME MY MONEY BACK!!!!! What’s wrong with you guys? Do you even communicate with each other? You should learn what scheduling means and understand how busy your customers are. I am unable to always be on standby during your random three-hour window, which you will eventually ignore. The Brick should hire more responsible and capable staff. Avoid The Brick and this store at all costs if you care about your mental health.

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