The Brick

I asked for a refund since they delivered me furniture with DEFECTS and they said NO. They said they would only send me another one. I said no because I don’t trust the quality of their items now and don’t want any more of their low quality stuff. They said there is no way I’m getting my money back even though they’re the ones who screwed up! That’s customer service??? How can they just keep my money??? They are the ones who screwed up by sending me crappy furniture! They offered me store credit and I said I didn’t want one and they told me basically that was TOO BAD. The store manager is the most unprofessional, ignorant lying store manager that I have ever dealt with!
I left and they still have my money. I don’t want to give them my money! I want my money back. I told 3 people about this so far and all of them said that they hate The Brick and would never shop there because they give the WORSE customer service. I wish I would have known this before.

Maybe the worst furniture store in history, not necessarily the chain, just this location. Overpriced imported crap and useless salespeople. I crack up every time we go it, as soon as you walk in, a schmarmy salesman targets you and starts stalking you, today not even a hello, just the stalking. I find humming the Jaws music seems to chase these sharks away.

This review mostly pertains to their commercial sales division and not the store itself but really corporate culture is infectious. Be prepared to wait up to 10 minutes or more at a time for any associate to pick up the phone whether it’s customer service or the delivery confirmation line at this store.
Now on to the story. So I bought a home in a new development and The Brick was to supply the standard appliance package. A few weeks ago I received a call from the commercial sales guy at The Brick. He tried to tell me to come in for an appointment to upgrade the appliances and buy furniture from The Brick at «wholesale prices» (right). I flat out refused to upgrade the appliances and emphasized several times to the salesman that I wanted just the basic standard appliance package that I was entitled to under the contract with the builder and that I MIGHT call back for an appointment regarding the furniture since I was shopping around at other stores still. Fast forward a few weeks. I was told by the builder that the appliances would come in today. I moved in two days ago. I wait all morning and no one shows up. The site supervisor says the Brick was supposed to call them. No one knows what’s going on. The Brick corporate office delivery confirmation team have no idea of any order for appliances for my home. I call the Brick store in Burlington several times and they couldn’t help either because it was a corporate issue. They transfer me back several times to the guy who I initially spoke to a few weeks ago who apparently works at commercial sales at the Brick. He is unreachable at 10:30am on a weekday. During this whole time I have to wait 5 – 10 minutes almost each time for someone to pick up the phone at this store.
Now finally I receive a call back. Apparently, that man was confused. He thought I was going to book an appointment with the Brick to upgrade the appliances so he didn’t order me anything. This is despite the fact that I rejected his offer to look at upgraded appliances several times in our first phone call. I couldn’t be anymore clear with «No. I do not want to upgrade from the basic package» during his salesman spiel. And I guess he thought follow-​up wasn’t necessary considering my closing dates was a few days ago. Okay, so he doesn’t apologize at all and says he will order the basic appliance package for me then. I ask him when they will arrive. He has no idea because he doesn’t know if they are in stock. Oh. Great. So they screw this up completely and don’t have the decency to just order and deliver appliances that are in stock so I can have a fridge to put food in and a stove to cook with.
How this company stays in business I don’t know. Maybe from builders who take offers from the lowest bidders but certainly not from repeat customers who have a choice of who will supply their furniture.