The Brick Superstore

So if your delivery does not show, the sales rep who sold to you will NOT answer your calls and the customer service department will cover for them and LIE and say they are not working that day. PLEASE READ the unrecommended reviews that Unilocal has hidden to see real people, real experiences with dealing with this store. Do not shop at The Ridgeway Location in Missisauga. I hope the store owner sees or reads this.
As I would like to help other customers avoid having the same negative experience I had recently, please see below for a complete review on my experience. I am just a regular person like anybody reading this. I work hard to earn my money (as do my clients too) and when we spend a lot of money at a business we do expect a level of quality for the money spent in the product, as well as a level of courteousness and customer service when voting with our shopping dollars and supporting local brick and mortar stores vs. just going online.
***DEAR POTENTIAL BRICK CUSTOMER: I APOLOGIZE FOR THE LENGTH OF THIS REVIEW, BUT THIS IS A REAL EXPERIENCE FROM A REAL CUSTOMER AND I WANTED TO BE VERY CLEAR AND INFORMATIVE IN ORDER TO HELP OTHERS AVOID WASTING THEIR TIME AND MONEY ONLY TO BE FRUSTRATED AND AT YOUR WITS END FOR TRYING TO GIVE A LARGE COMPANY LIKE THE BRICK YOUR MONEY AND BUSINESS!!!****
PLEASE read my review in full, as well as search online about this location at 3025 Ridgeway in Mississauga. You will know I am not exaggerating or mincing words, embellishing or going overboard type of reaction. I only wish to share my experience and to help others from the kindness of my heart to avoid this same thing happening to you too.
Bought a very expensive sofa set and tv stand for my client. Upsold with warranty packages, packages, care. Wanted to put some commissions into the helpful rep’s pay cheque. Pleasant to deal with sales rep John Ross in store, but ends up not being helpful after the fact and actually ignores you after the initial sale. Needed to coordinate delivery date and time as the condo only has 2 hour delivery window. Tried to set up first delivery, the confirmation was a completely wrong time. The condo must book a set time, deliveries, I told John this. He noted, but still booked for 9AM to 1PM when we agreed on 2PM to 4PM. (I’ve since read other online reviews about this Brick location where other customers have experienced this same problem. Needed to reschedule, fine. He said TV stand not arrived yet, so needed 2 deliveries. More waste of time. Grudgingly accepted this, even though my client is from out of province and I am coming from another town to accept delivery downtown Toronto from The Brick. Told John specifically the time windows available, so he helped set up a date and time to deliver to downtown Toronto condo — or so I thought. Purchaser client is staying in Mississauga with her son, and I drove from Markham to help take delivery on Friday. She took an $ 80 cab one way to get there. We waited waited delivery, and it never came. Called John Ross on his personal number he gave me, no answer. No reply. He was always good at picking up before this. Then called The Brick store directly. Customer Service ask what the reason was, and notified me there was NO RECORD of a delivery date or time. Getting frustrated and irate, I ask to speak to John. 5 minutes on hold and then I’m told he’s not in today. If true, they would have said so on the get-​go he is not working today, not after an issue or complaint. So that in itself was suspect and added more frustration to this situation. They suggested a next delivery date which I did not accept — so this would be the THIRD failed delivery and deception from The Brick located at 3025 Ridgeway. Do not trust them anymore at this point to follow through or be truthful to me. Another irk, then Customer service told me everything we ordered was in stock now, so the TV stand missing (or so John claimed) was also a deceptive statement to me and not true at all. Upset now. Client is angry and I am speechless to defend the Brick. Left text messages on John Ross phone. No reply. Called back asking for him, again they asked why nicely. I explained in kinder words, an they attempted to get him on the phone. After 5 minutes, they said he’s not working again — though if they knew he was not on shift, they wouldn’t have tried to connect the call in the first place! I guess they cover for each other there when they are in the wrong. Then called back back speak with a supervisor or manager. Repeatedly asked me why again, wouldn’t patch me through. I suspect John was actually working, the call dept didn’t want him to get in trouble, should I explain the situation to the manager or supervisor, they would realize that he was working and ducking a customer and paying client who booked a delivery for $ 3500 of furniture but was misled and NO actual delivery was scheduled to begin with. (REVIEW CONTINUED IN PART 2…)

We bought a new house this summer and decided to get some furniture from this store as it was closest to our home. Leo was very helpful in helping us find a power reclining sofa set, tv stand, coffee table, end table, and a kitchen table set. I’m sure we made his day. However he told us so many lies and just 5 months later we are dealing with warranty issues on the couch. He promised us they would be scotch guarded. They weren’t and apparently the brick doesn’t even offer such a service. He told us the warranty would be returned if we didn’t need it, but he lied again because that isn’t true on furniture (apparently). The warranty department is replacing ²⁄₄ pieces of the couch but suggested we go to the store to get an additional compensation for all the lies/​trouble. They were so rude and refused to do anything to help us. Bottom line: don’t trust the sales people. They will say anything for a sale. LIARS!

Just received a call this week from them, nearly a month after visiting this store. The television… the one we didn’t order and didn’t purchase… is ready for pick-​up.
!!!