The Brick

Reviews

• LB

  Linda Balaton

  3 days ago
  1.0
  I am extremely disappointed with my experience at The Brick – Ottawa West (565 Hunt Club Rd). On November 28, my husband and I purchased a sectional after providing exact measurements of our space. The sales associate recommended the MARCESS6 sectional with two armless chairs and assured us it would fit. When it was delivered on December 14, we discovered the two armless chairs do not fit at all and are now sitting unused in our home. From December 15 onward, we made numerous attempts to contact the store. Calls often went unanswered, and when we did reach someone, we were repeatedly told a manager would call us back — which never happened. It ultimately took three weeks to receive any response, and only after I physically went to the store, as the Operational Manager indicated they had not received my multiple complaints. It is also concerning that there is no clear email address or formal complaint department at head office, making escalation unnecessarily difficult for customers. We have been long-time customers of The Brick, but this experience showed a serious lack of communication, accountability, and customer service. Based on this experience, I would encourage others to proceed with caution when making large furniture purchases.
• RL

  Robynn Laplante

  Jan 4, 2026
  1.0
  If I could do no stars, I would. ABSOLUTELY TERRIBLE EXPERIENCE. Will NEVER purchase from The Brick ever again. After a twice delayed expected couch delivery, you’d think third times a charm - nope! Was promised a call the day before delivery to confirm drop-off time, no call received and nobody answered the phone (I tried for four hours). Not surprisingly, no couch delivered on the expected date. I called the store (succeeded after 4 attempts) and according to customer service rep, the couch “never made it on the truck”. IMPOSSIBLE to reach the store and when you finally do, they promise to “call you back right away” and NEVER DO! I’ve been waiting four days (with follow-ups) and haven’t gotten the chance to talk to a manager. Thank you to The Brick on Hunt Club for making my holidays and the purchase of my first home a beyond disappointing experience!!! Also added a photo of my empty living room.
• MA

  Mona Awil

  Jan 3, 2026
  1.0
  I recently bought sofas from The Brick, and I was very shocked when I received damaged items. I contacted them the second day to report the damage, but I did not receive any response. I then went to the store, and they told me they would send a technician. When the technician came, he checked the sofas and even asked me if they were new. Despite this, the company has continued to ignore my concerns. I went back to the store again, and they told me they could not help me and said, “This is just how it is,” even though they admitted that the sofa had lost 20% of its resilience. A new sofa should not lose resilience after just one day. I have sent multiple emails, but they are completely ignoring me. I would not recommend this sofa to anyone because the company does not take responsibility for selling damaged items to their customers. I bought most of the furniture for my entire house from The Brick, but they have ignored me and have not been welcoming or helpful regarding my damaged items
• ML

  Mario Larouche

  Jan 1, 2026
  1.0
  This store has gone down hill. We came in shopping for a fridge, found one we liked. Waited approx. 15 minutes, got tired of waiting, sat down on couches until someone came around asking if we needed help, Finally! No fridge in stock, told will be here in 10 days, pay full balance plus delivery now, will call you when it's ready for delivery. 5 weeks goes by with no phone call. Called the store, told to be patient, What! Went to store, got a full refund, last time I step foot in that place.
• NC

  Nael Yasin CPA, CGA

  Dec 29, 2025
  1.0
  I had one of the worst retail experiences I’ve had in years. I purchased a Hisense 98” QLED TV from The Brick. The TV was unboxed and powered on for the first time in my presence by a certified electrician, specifically to avoid any installation complications. The moment it turned on, there was an obvious internal display defect (vertical lines/artifacts) visible on menus and across inputs. There was no visible external crack or physical damage to the screen or housing. The Brick refused to offer a replacement or refund because I opened the box after their internal 48-hour window. That policy might be convenient for the store, but it’s completely unrealistic for a 98” TV that often can’t be unboxed and tested immediately (room setup, mounting, assistance, etc.). A defect like this cannot be discovered without unboxing and powering the TV on. To make matters worse, I was told to go to the manufacturer—so I’m now stuck between the retailer and the brand with no solution. I paid thousands of dollars for a TV I could not even use once. If you buy from The Brick, understand this risk: if you can’t unbox and test immediately, you may be left with a very expensive problem and no help. I would not recommend buying large electronics from them.

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