The Brick

Reviews

• AH

  Ashleh H

  Oct 3, 2026
  1.0
  ​Rude manager and predatory warranty tactics. ​After losing all our basement furniture in the July-August St. Catharines floods, finding the right replacement had already been an exhausting process. I finally settled on the Canadian-made Febe couch at The Brick and went in ready to purchase. ​My sales associate was fantastic—polite, helpful, and attentive. However, things turned sour when it came to checkout. Because I was spending over $2,500 out-of-pocket while still waiting on insurance reimbursement, I politely declined the extended warranty and asked if free shipping might be available. ​The associate went to check with her floor manager, who came back with her and proceeded to interrogate me over why I didn’t want the warranty. After declining the warranty five separate times, he bluntly refused any shipping flexibility unless I bought a 3-year protection plan, then walked off mid-conversation. ​The associate immediately apologized for his unacceptable behavior. The only reason I completed the $2,500+ purchase was because of her—I wanted to make sure she got the commission. If my heart hadn’t been set on that specific couch, I would have walked straight out the door to Leon’s. ​Great floor associate, but the floor manager's high-pressure sales tactics and total lack of empathy were completely unprofessional.
• ND

  Nicole Darbyson

  Oct 2, 2026
  2.0
  After sales process is horrible. Made 3 bed purchases about $5000. Daugher with back issues was told to take new pillow home Set 12. Unfortunately new bed did not arrive until 26th. tested pillow too large and asked to exchange for samller version. Not beyond 7 days. No exceptions - mgr would not get involved. Customer service are like robots. Leaves a bad taste on any future needs
• AA

  Anas Abidrabbu

  Sep 23, 2026
  1.0
  Misleading sales, bad quality, and a useless warranty I went to The Brick specifically asking for a textured sofa that would not pill. A salesperson recommended a sofa set and pushed me hard to buy an extended warranty at the same time. The sofa is poor quality and started piling the exact issue I said I wanted to avoid. When I followed up, I was told the warranty I was pressured into buying does not cover pilling on this fabric. That limitation was never explained in store and is not clear on the flyer; I was simply told to “check the website.” I was also told stain protection only applies for the first 14 days and only for one accidental stain. Again, this was not explained when I bought the warranty, and it was not documented anywhere Bottom line: I was sold a low-quality product, pushed into an extended warranty that doesn’t cover the main problem, and only told about key exclusions after the fact. This feels misleading and unacceptable. I do not recommend this location and brick overall
• JL

  Jonathan Linke

  Sep 21, 2026
  4.0
  We bought a range, microwave, fridge, and sofa and loveseat set here. The prices and terms were great. Our salesperson and the manager were amazing. They were very friendly and easy to deal with. I’m giving 4 stars because no one told us we had to add moving our old fridge to the order. We only needed it moved from the kitchen to outside the house, about five metres away. When the delivery arrived, they couldn't do it because it wasn't included in the order. We had to move it ourselves, and it was not easy. Overall, we had a great experience. Just make sure to ask about moving your old appliance when you buy a large appliance!
• AK

  Andrea K

  Sep 17, 2026
  1.0
  On September 5, we purchased a modular sectional and a king-sized bed frame from The Brick. At the time of signing of paperwork and completing payment, we were promised delivery of all of our furniture on September 15. We planned around that date. We took time off work to be home for the delivery and arranged for friends to help us move our old furniture out so we would be ready. September 9: We still hadn’t received any confirmation about our delivery, so we went into the store ourselves to find out what was happening. That’s when we were told that our delivery had been moved to September 16, despite nobody notifying us. And, even worse, that several pieces of our sectional were on backorder and wouldn’t be available. Which again, we would have never been notified if we didn’t go in the store that day to inquire. We explained that we had already taken time off work and arranged for help based on the original September 15 delivery date. After some time, we were told that they could arrange for us to receive the bed and part of the sectional on the 15th, but they couldn’t tell us when the remaining sectional pieces would arrive. We were left with essentially no other option but to accept this. Shortly afterward, we received a call and were told the remaining sectional pieces would arrive on September 19. September 15: The bed frame and part of the sectional arrived. During the delivery, we actually witnessed the delivery crew carelessly dropping the furniture pieces off the back of the truck onto the ground. They put whatever pieces they did have of the sectional together. My husband noticed that the one part was lopsided; they tried to tell us it was our floor that was uneven, only to later discover that the metal frame on the power recliner was completely bent, causing it to sit unevenly and preventing the recliner from properly opening and closing. We immediately called The Brick. We were told the replacement power recliner was in stock and could be delivered and exchanged on September 19 with the remaining pieces we were expecting on that date. We then started assembling the bed. We discovered that a piece of the bed frame was also broken. At this point I was crying. We immediately called The Brick again and were told the broken bed piece was available and would be delivered with the rest of the items on September 19. Yesterday: we received a call that our delivery was being pushed AGAIN, to September 23. That’s yet another (unpaid) day off work to accommodate the delivery that has already been delayed and rescheduled multiple times. We spoke with customer service. We spoke with management. No matter what we tried to explain, we were met with: “There’s nothing we can do.” At this point, this isn’t just about a delayed couch or a broken piece of furniture. It’s about the complete lack of ownership and customer service we’ve experienced after we’ve already handed over our hard-earned money. And yet somehow, we are the ones continuing to absorb the inconvenience. I’m sharing this because I genuinely wish I had seen a post like this before spending our money at The Brick. If you’re considering making a large furniture purchase there, please do your research and ask very specific questions about delivery timelines, backorders, damaged merchandise and what happens when their delivery commitments aren’t met. I’ll update this post if The Brick ultimately takes responsibility and resolves the situation appropriately. The brick commented asking me to email them, so I did. Received a message from customer service saying they were escalating my ticket to management and would hear back in 24 hours. It’s been almost double that, I emailed to follow-up and it appears they’ve completely ghosted me!

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