The Brick

Reviews

• RR

  Rob

  1 day ago
  1.0
  Ordered an appliance online and received a phone call this morning confirming it was ready for pickup. I drove 30 minutes to the store. Waited around for another 20 minutes, only to be told that the item had been sold earlier that day. The associate said a replacement would arrive on Friday. Unbelievable waste of an evening.
• KW

  Kent Walker

  2 days ago
  5.0
  The two delivery personnel arrived at the designated time. They were very careful unloading the dryer. They were respectful of the home and quickly completed the process, Very professional and effective. Great product suggestions.
• AS

  Alex Sudnikowicz

  Jun 23, 2026
  2.0
  Factory Mattress warranty behind a paywall? Asked multiple times - sales guy stated only way to get the 10 year manufacturer warranty is if 100-130$ mattress protector was on same invoice. Not an aftermarket 3rd party warranty, it the Serta/sealy factory warranty. If the warranty is from the manufacturer - why do I have to buy a terrible and overpriced mattress protector which wrecks the feel of my bed to get it? Seems very scummy. Not required for other stores/online. He was very knowledgeable though.
• RN

  Rhonda Nichols

  Jun 23, 2026
  1.0
  Customer Service is unprofessional, inconsistent from one staff member to the next and they take a very lackadaisical approach; their no refund policy handcuffs the customer to accept store credit or ‘choose another item to match’ policy is horrendous. Product availability is constantly back ordered and as a customer is left with paying for an item that they do not have and/or are months waiting for to be in stock for delivery. Consumer check and double before you agree to purchase from The Brick, St. Catharines. Buyer Beware!
• NK

  Neville Kidd

  Jun 4, 2026
  1.0
  Extremely disappointing and unacceptable experience with The Brick in St. Catharines. I was issued an in store credit due to a warranty failure, meaning the original product could not be repaired. When I attempted to use that credit toward another item clearly sold by The Brick and advertised on your own website, I was refused on the basis that it is considered an “online purchase.” I respectfully disagree with this interpretation. In my view, “Online Only” simply indicates that the item is not stocked in the physical store and must be ordered through The Brick’s distribution network. These products are still sold by The Brick and promoted under The Brick brand. At no point during the warranty settlement discussions was I advised that the store credit would be restricted from use on products advertised on your website or in your flyers. This is not just frustrating, it is misleading. Customers are being issued credits without full disclosure of material limitations, then blocked when attempting to use them on legitimate products sold by the same company. That is not transparent business practice. What made this situation worse was the complete lack of accountability or effort to resolve it. There was no attempt to place the order through the store, no workaround offered, and no escalation. The response was simply “policy” with no willingness to assist. That reflects very poorly on both store management and corporate customer care standards. A warranty resolution should not create new barriers for the customer. It should restore confidence. Instead, this experience has done the opposite and has significantly damaged my trust in The Brick as a retailer. I will be escalating this matter further, as this type of practice deserves closer scrutiny. I strongly encourage others to get all credit terms clearly documented upfront, because important restrictions are clearly not being disclosed. Update. No response from customer service team to email yet.

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