The Brick — Local services in Area E (Cowichan Station / Sahtlam / Glenora)

I ordered a TV on The Brick's website that was supposed to be ready for pickup last Saturday. I received a call on Friday advising that they weren't able to have it in until today, and that they'd email me as soon as it was off the truck. That's fair - many items are slow in arriving nowadays.

Having heard nothing from them, I called early this afternoon and was told that it was in, would be off the truck shortly, and I would receive an email when it was ready. Having still not heard back from them, I called at 5:15 and was told that my TV was ready to pick up, but that the warehouse staff were preparing to leave for the day.

I asked why I didn't receive an email. The person I spoke with said (among other things) that they'd just returned from vacation today and didn't know anything about it, which was a lame excuse as I had already told them I called today.

I found the person on the line unprofessional and keen to pass the buck. I get that these are challenging times, but an apology and acknowledgement of a screwup would have been appropriate.

It's been years since I have dealt with The Brick, and I'm beginning to remember why.

Update: when I was finally able to pick up my tv, I went in to the store and asked to speak to the manager. He was sitting in his office, open door, looking out toward me. He told me he needed to finish something (he was typing on his keyboard) and would be right with me. Ok, maybe it was urgent because why else would he choose to make a customer in his store wait, right?

I walked around the showroom for about 10 minutes, returning to his office frequently, but he steadfastly ignored my presence in front of his open door.

I decided I had waited long enough for him to finish and asked his name. Seems that got his attention because suddenly he was all about helping me, but by that point I realized he was just another part of...

Sold me a fridge that stopped working after 2 years. Was told I had to use my extended warranty to replace the fridge as it was already over the 1 year manufacture warranty. King and State only gave us a small credit for a new fridge due to them 'prorating' our warranty! This was all while knowing it is a compressor failure , which we now know should have been covered for 10 year warranty! We went back to the brick and told them the situation with the compressor and the fact we needed a new fridge, and they never said a word, they just happily sold us another fridge that we had to pay more than 50% of! The day they delivered it, it was discovered to be leaking. We were told too bad, use your warranty! So after almost 10 service visits, it was finally deemed unfixable! We are now looking around at a replacement fridge yet again, and find out that we should never have had to pay a penny for the replacement fridge to begin with, but Mike the manager at the Duncan Brick refuses to do anything about it! Says too bad, call King and State and fight with them! Well if I was allowed to tell Mike where to go, I would! He now wants to sell me a 3rd fridge for another extra $1000! So in total I will have spent almost $7000 just to have a working fridge!!!!!!! Disgusting service! They have no problem taking your money, but then lie to you and scam to get even more money! Lowe's and Home Depot salesmen all said, it's a compressor that is covered for 10 years, why the heck did the Brick take more money from you!?! Take your business elsewhere! These guys are scammy and the manager does not care about making their mistakes right! I just want my money back so I can shop elsewhere, but once again, Mike says no, you will spend that money here! They refuse to give me the credit that should be back in my pocket! And I am still stuck with a...

Terrible experience. Saleswoman acted like it was a brand new returned unit, brought it home and huge stain on headboard. Definitely our mistake to not double check to see it was used but the sales rep convinced us “the only thing swapped out and used is the frame, everything else is BRAND NEW.” On top of that none of the screws or Allen keys were placed properly (there was no Allen key). Had we known there was a stain we would have purchased a brand new one, the ONLY reason we didn’t was because they didn’t have it in stock til July 27 so we thought ok what the heck… why not just buy this one if she’s saying it’s brand new except the frame. Anyways, Called to inquire about the stain.. dealt with a rude receptionist and an apathetic manager despite being so polite. This site needs to be trained by head office on how to speak to and manage their customers. Maybe this was a one off situation, but our family will definitely not come to this location again and will warn others as well. Poor customer service even when we were dealing with them kindly and inquiring on figuring out options on how to rectify the situation. The manager was already annoyed as soon as he said hello. They offered $50 refund, but the point is how they dealt with everything. I mean, I don’t believe the customer is always right— but a) we trusted that this woman who was the sales rep was being honest and b) there was no empathy, remorse or compassion when speaking to the receptionist or management. Isn’t that what customer service is? I even said, we aren’t looking to return the whole unit but is there anything we can do? Even if he had an ounce of apology or empathy in his voice it would have made a difference. He was so arrogant. Severely disappointed and hope he trains his employees and gets some...