The Brick

Reviews

• MS

  Mandy Silver

  4 days ago
  1.0
  Had a horrible experience last month with Malathy and the manager on duty. Extremely pushy, followed us everywhere and made assumptions about what we wanted. When it was time to prepare the order, we found out the price of one item on the web was higher than the sticker price. She said she couldn't do anything about it, then the manager said they were in the middle of making changes to the prices and could only use the one online. I refused to pay that price. When I said that's why we were walking away, the manager popped back out to offer us the same amount in a rebate towards delivery. That worked, but then he mentioned that they were doing a charity blitz and that the portion they donated came from the delivery, so would I mind paying it? We ended up doing so, but the whole situation left a bad taste in our mouths. The next day we went to a different company and had amazing service. Afterward, we went to a different Brick and asked for our deposit back. Never shopping at that location again.
• CC

  Charles Choi

  6 days ago
  1.0
  I was extremely disappointed with how The Brick at this store handled an issue with my mattress and box order that I purchased on line. I paid an extra fee for disposal because I didn’t have time to remove my old mattress and box myself. The website gave no instruction that items needed to be bagged as shown in the attached screenshot. When the delivery team arrived, they refused to take them because they were not in disposal bags from the store—bags I was never told about. They left my old mattress and box standing upright against the wall, creating a clear safety hazard in my home. I had no choice but to let them leave and then contacted customer service. Somehow, I was connected to staff at The Brick store at 565 W Hunt Club Rd, Ottawa. The store staff told me the disposal fee would be refunded but that pickup could no longer be arranged. Instead of addressing the discrepancy between the website and the delivery team, she told me to “just google someone” to pick it up. Her tone was dismissive and unprofessional, and her comment was insulting. I called to solve one problem, but her behavior created a second problem. Later, my wife was told the disposal would be rescheduled and the delivery fee waived, but this still did not address the wasted time, the extra work of driving to the store to get disposal bags and wrapping the items myself, or the unprofessional conduct of the customer service agent—none of which matched the information on the website. I requested escalation. The store manager called me but said he couldn’t address the customer service issue because the customer service manager was on vacation. He also said the store was not responsible for the discrepancy between the website information and the delivery team’s instructions. There was no effort to take responsibility or provide a meaningful solution. Both the original service failure and the poor handling of the situation remain unresolved. I also tried using The Brick’s online chat. They created a ticket and told me I would be contacted within 48 hours. It has now been well over 48 hours (including business hours), and no one has contacted me. This has been a deeply disappointing experience, and I do not believe customers should be treated this way.
• RI

  Royce Bolton IV

  Nov 16, 2025
  1.0
  Ordered a washer and dryer on Oct 10th. On Nov 4th the delivery guys forgot the stacking kit, Nov 8th they delivered a broken washer, Nov 13th the delivery guy refused to install and left the washer blocking access to a room. As of now, the washer is still blocking the door as the instore team has "no control" over the delivery team. The store opted to hire a THIRD PARTY to come and install my washer and dryer. And after all this, only offered me $200 in compensation... not enough. To note, the sales man Omar was helpful, gave me a good deal and was able to find a new washer when a damaged one was delivered. My issues are with the delivery team and that the managers "hands are tied" and I have to wait a whole week with a washer restricting access to my breaker, hot water tank and furnace. Absolutely unacceptable.
• AR

  Anton Radu

  Nov 11, 2025
  1.0
  ABSOLUTE NIGHTMARE: The Worst Experience You Will Ever Have – AVOID THE BRICK! If you are considering buying furniture from The Brick, stop right now. This is, without a doubt, the worst retail experience I have ever endured, and if you proceed, you will absolutely regret it. My family’s nightmare began in September of last year and is still not over, 14 months later. The initial purchase—two couches, a dining set, and a bedroom set—was easy. The sales people were nice and helpful, and the payment and delivery were quick. That is where the customer service ends and the nightmare begins. Upon unpacking and assembling the furniture, we immediately discovered significant defects in every single piece: • Both brand-new couches were defective. • The dining table could not be properly closed after removing the middle leaf. • The dresser countertop was visibly curved instead of being flat. I reported these problems in writing the very next day, following the warranty procedures precisely. What followed was a full year—twelve months—of being completely ghosted by this company. I called the store dozens of times—mornings, afternoons, evenings, weekdays, and weekends—and nobody, and I mean nobody, ever answered the phone. The 2 times I managed to get through to a human, the story was always the same: “I made notes about our conversation, we will get back to you.” They never did. I went to the store repeatedly to speak with the manager, and spent hours there, only to receive the same hollow promise: “The manager will call you back.” This cycle of lies and total disregard for the customer’s time dragged on until September of this year, when the final defective piece was finally replaced. You would think the ordeal would end there, but you would be wrong. During the final delivery, their team damaged the walls in my house. For over two months now, I have been fighting to receive compensation for this damage. I’ve spoken with them on the phone twice and visited the store once again. The excuse is the same as it was for a year: “The manager is not here, go home and we will call you. This is not just bad customer service; it is an organized failure to honor warranty obligations and a complete disrespect for the customer. Do not go through what I went through. Just find another store. Avoid The Brick at all costs!
• AD

  alexandra dondos

  Nov 9, 2025
  1.0
  I recently bought a sofa from The Brick, and my experience has been extremely disappointing from start to finish. When I purchased the sofa, the salesperson tried to sell me a warranty. I initially refused, but she offered to include the warranty for $105 instead of $305, saying she’d give me a $200 discount. However, when she printed the invoice, I noticed the $200 discount was applied to the sofa price, not the warranty. I pointed this out, as it would affect any future price match requests. She assured me it wouldn’t be an issue, saying that their system records the original sofa price and that I’d still be eligible for a proper price match. A few days later, the sofa went on sale, so I returned to the store for a price match. I was told they could only match the price shown on my invoice, not the actual price before the discount — exactly what I was worried about. I asked to speak with the same salesperson, but she wasn’t there. Another employee noted my concern and said she’d call me. The next day, the salesperson left me a voicemail saying her manager confirmed they could only match the invoice price, so there was nothing they could do. I tried calling the store multiple times — nobody ever answered, and there was no voicemail or call waiting. After days of trying (including several online chat sessions where tickets were created but never resolved), I went back to the store in person. When I finally spoke to a manager, he admitted the salesperson made a mistake but said there was nothing they could do. I then asked to cancel the warranty and get a refund. He said they would process it but couldn’t do it immediately because it was the last day of the month. He promised someone would call me the next day to complete the refund. I specifically asked them not to leave a voicemail, since I can’t reach anyone by phone — but two days later, I got another voicemail and no resolution. At this point, I’ve spent weeks trying to fix an issue caused by their own mistake. I feel misled, ignored, and extremely frustrated. I even considered returning the sofa, but apparently you can’t return it once the package is opened — and they conveniently open it upon delivery. Overall, this experience feels like a series of broken promises and poor customer service. I will never buy anything from The Brick again.

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