The Brick Outlet — Local services in Toronto

I purchased a bed at this location. To start my experience picking up the bed was off-putting. I borrowed my partner’s mother’s van to pick this bed up as it didn’t fit in my car. As the associate was putting the first box into the van he was calling my partner “boy” and saying things like “hold the box boy”. Then, after putting the first box in the van we weren’t sure if there would be room for the second box, so my partner asked the associate if he knew approximately how big the second box is, and the associate responded with “as big as a head board” and walked away. Dumb answer. Headboards can obviously be different sizes. We didn’t confront him and his attitude, i was honestly just glad everything fit in the van and I’d be able to build my bed soon.

A few days later we try building the bed and we realize that the base of the bed won’t fit into the headboard. The manual clearly showed that the dowels in the side pieces of the bed should fit into the holes in the headboard. We first thought we were reading something wrong but after reading it carefully many times we realized that the step we were on would be impossible to complete. I found the manual online on the bricks website and the manual online was different than the manual we had in person. The manual online also included parts that were not listed on the manual we had in person. It looked like they slightly tweaked how that bed was supposed to be built and i received one box with the slightly older model and one with the newer. So they didn’t fit together to make a complete bed.

We reached out to customer service and they basically were saying that we were building it wrong. I admit it’s a pretty unique situation and probably doesn’t happen often. They asked us to email them pictures of proof which we did. We sent pictures of the manual we had in person compared to the manual we saw on their website along with other pictures of the bed. They responded again by saying there’s an issue in how we’re building it and that we should call the store and speak to Mike and he will walk us through how to build it or we can pay for assembly. This was super frustrating, they were super invalidating and dismissive. I called Mike and he basically was saying the same thing and walked me through the steps. He was telling me to attach the headboard to the bed as if I didn’t think of that before. I told him there’s no holes for me to attach the bed the the bed frame and that i already explained all this to someone else. There’s only 8 steps to building this simple bed and they were treating me like I’m incompetent. He then told me to come in person and I explained to him that I had to borrow a car to pick this bed up and that I can’t do that again. He said i could talk to the manager and they would compensate me.

I went to the store and basically explained everything for the third time and they finally believed me. They ended up offering to deliver a new bed and pick up the old one. When i asked them if they could do anything else for me they said they already waived the delivery fee and that they would have to ask a manger and get back to me. They later sent me an email saying they can’t do anything else. They made it seem like it was my fault that the bed couldn’t be built. This whole experience was stressful, a waste of time and gas as I’m in the middle of moving. The employees are super unhelpful and don’t take accountability for anything. Will not be shopping here again and i don’t recommend you do either. God forbid you run into any issues, they will not help you...

DO NOT SHOP HERE! READ FIRST! The most abysmal and poorest service I have ever received in my life. The whole service the brick provides is flawed from customer service (the worst thing about them) all the way to installation.

The warehouse workers not only forgot four out of the eight legs for the sofa and loveseat, but they also managed to send the wrong screws.

The gentlemen that delivered the furniture thought it would be wise to force a screw that doesn’t fit into the leg’s hole. Now the screw is impossible to get out, and the legs can longer be attached to the couch. It doesn’t stop there: after the first unsuccessful screw, they tried force in another two screws into another leg, ruining a total of two of the four legs.

After calling the customer service rep, whose name I should’ve wrote down because she is the most poorly trained sales rep I have ever dealt with, assured me that eight legs and proper screws would come in seven to eight days. Seven to eight days later, my couches are still sitting footless, digging their staples into my new flooring. The woman refuses to compensate us in any way, and interrupts me aggressively while I am talking. Without any confirmation sent to me, she says the feet will come in December, but it is difficult to believe her because she said she would call us back with information on two separate occasions, and never has.

Think twice about shopping at the brick. They do not properly train their staff, they refuse to help their customers, and they fail to take responsibility for their mistakes. You will be happier...

Exceptional Service from Marshall L. at The Brick (1165 Kennedy Rd, Scarborough)

I want to give a huge shoutout to Marshall L, who works at The Brick Outlet Store located at 1165 Kennedy Road in Scarborough. A few months ago, I visited this location in search of a specific sofa or sectional that would meet some very particular needs for my mother, who has medical conditions that require furniture with the right height and support.

From the moment I met Marshall, he was patient, knowledgeable, intentional, and incredibly helpful. He listened carefully to my concerns and went above and beyond to find the perfect sectional that works not only for my mother’s needs but also adds comfort and beauty to our home. We absolutely love it!

Marshall’s service didn’t stop after the sale. When we faced a few delivery hiccups, he remained consistent and reliable. He reassured me every step of the way, and even when issues arose, he found solutions promptly—ensuring the sofa was delivered earlier than the expected date. His follow-through, professionalism, and empathy turned what could have been a frustrating experience into a seamless one.

Because of Marshall’s outstanding customer service, I can confidently say that this location is now my go-to for all home furnishing needs—whether it’s sofas, sectionals, or office furniture. I felt respected, valued, and genuinely cared for throughout the entire process.

Thank you, Marshall, for your exceptional, above-and-beyond service. You’ve made a lasting impression, and I am truly grateful.

An Extremely Satisfied Customer...