The Brick — Local services in Ontario

Good mattress, wish I could've bought it somewhere else. Mattress is very comfortable, seems to be well made. Wish I could've bought it from anywhere else. I'd give the mattress 4 stars, but it seems like mattress suppliers sell slightly different ones to each big box store and we liked this one.

The Brick service was so bad that it will make you feel worse about the product you buy from them. I would never be able to recommend someone to go to the Brick and deal with this degree of pressured sales and questionable customer service for any quality of product.

The entire experience start to finish with The Brick has been painful. Predatory sales staff that stalk (constantly less than 10ft behind you the entire time) you around the store even if you say you want a few minutes to think about it. Didn't ask what our knowledge was about what we were shopping for. Didn't ask if we needed help with looking at options. Assumed we knew nothing and talked to us like such. Constant upsells. We told the guy we like this mattress and he urged us to try multiple other WAY more expensive mattresses making sure to walk past cheaper ones. Even after we already picked one. Mislead us about Sealy's warranty (said we NEED a mattress protector or warranty is void - technically untrue, Sealy website says it's not required however if there are stains or damage etc the warranty will be void).

When we discussed delivery date (we didn't need this because we have a truck and I'm close to the store) as it seemed to be free based on how the salesman framed it and competitors offer free delivery on large purchases. He never asked if we needed it delivered, just "when".

Total invoice was never reviewed with me only "here's the debit machine there's no tap". When I got the email invoice I saw the extra delivery charge. I was also specific about delivery date as I couldn't be there for the "earliest" date. A few days after we left the store I get a notification from the Brick saying they've moved my delivery date to the "earliest" one that I said does not work for me and I had to call to change it back. When I called the original agreed upon delivery date wasn't available anymore even though it had been 20 minutes at most since they told me they moved it up. I asked them if I could pick up in store and get the delivery fee reimbursed and they did that at least. Only non-frustrating part of this whole experience.

The only staff member that I enjoyed dealing with was the guy who helped me load it into my truck. Appreciate him for being helpful and friendly. Sorry you had to load a mattress into the back of a pickup on all that ice.

All things considered we like the mattress but would've happily kept our old mattress if it meant I could've avoided ever dealing with the Brick and I certainly won't ever recommend someone else...

Absolutely terrible experience with The Brick, save yourself the trouble and just order from somewhere else. I purchased a washer and dryer set which they also sell at Costco and I wish I would have just gone through them instead.

The salesman told me we could use our old hose etc. connections upon delivery & install of the appliances because our connections had just been updated within the year - but when the delivery drivers arrived, they informed me that their policy requires them to only install using brand new connections so they did not complete the installation process.

This was a huge inconvenience as I am a mother of three and my husband has been working away from home for most of the week so I was without laundry machines in the meantime. When my husband was finally home and able to try to install the units himself, we pulled off the packaging tape to discover there had been tape placed exactly in two locations on the top of the washing machine that had large cracks in the plastic. The dryer also appears to have been dented in the top as if something too heavy was sitting on top of it.

After contacting the service reps, I was assured that if I purchase new hoses/connections required for installation that they would send for an exchange of both appliances and complete the installation this time. I received zero correspondence following up from this discussion and have yet to be contacted by any Brick staff after numerous online chat and phone attempts to get in touch with them about the issue.

The automated phone service often won't even ring to connect me with anyone after going through the prompts. I have only been able to get through to staff once and she assured me she would leave a message for the man I was dealing with about the exchange, and of course - nothing has come in.

It has now been over two weeks since the delivery was made and I am a very patient person but I am extremely frustrated with the lack of communication, initiative and support from the Brick.

I will not be a...

We ordered a couch and fridge over the weekend. Our first trip was fine, however, we needed to cancel the fridge so we went back (Monday, Nov 9). The girl at the desk clearly had no idea what she was doing as I watched her aimlessly click around on the computer, she didn't bother to tell us she needed someone to help her, just made us wait thinking she was processing our refund. Then the guy that did come was incredibly rude and condescending when we said we were cancelling because we received a brand new fridge for free. He then proceeded to try and upsell us a warranty on the couch we were still ordering, after we already declined when we first purchased it. He would NOT stop selling, my boyfriend literally had to say no THREE times...the first no should have been enough. Then when I tried to confirm the delivery date of the couch (the sales person on the weekend said "your locked in delivery date is insert date" the guy told us that we did not have this delivery date.. that it needed to be scheduled when the couch arrived in store... I had already booked the damn day off at work, so who's lying? The uncharismatic sales guy from the weekend WHO SAID OUR DELIVERY DATE WAS LOCKED IN SO I BOOKED IT OFF WORK or the rude warranty seller who seemingly didn't believe we got a free fridge... Either way we won't be back here again for the other furniture we need to buy!

UPDATE DEC 10/2020 - My BF went in as we have not received a call, and they told him our delivery date is scheduled for December 23rd... no one called to ask or tell us, we would have had no idea if my BF didn't go in the...