The Brick

Great deals on beds. At the risk of sounding like a mattress commercial, dont cheap out on a mattress from somewhere else because it will only last you a few years. This Brick location also has a clearance section so you can buy high quality for far less. I'd recommend buying the mattress covers elsewhere like Winners, Ross or Marshall's. Area carpets looked pretty reasonably priced. TVs are competitively priced with the added advantage out a layout that makes sense and proper model labels so you actually buy what you were looking for.

Save yourself the headache of dealing with the Brick's abysmal customer service. The manager that we dealt with is not only rude but clearly incompetent for the position he was hired for. I made the mistake of buying 6 dining table chairs at the Richmond location of the Brick. One of the chairs had the end of a nail sticking out of its nylon tips which wasn't readily apparent and it scratched our floors pretty badly. My wife called the store twice to see if they'd repair the damage and both times she was told that the manager would contact her with a solution. A full week went by with no calls so we had to contact them again. The manager basically said they can't do anything to repair the damage which adds another $400 to the $1000 we spent at the Brick. The chair in question is being replaced but he thinks he's doing us a favour by offering us a replacement. The damage to our floor should be repaired by the Brick because they sold us a defective product in brand new packaging. He told us to contact the manufacturer because it's their fault but we purchased the chairs from the Brick and not from the manufacturer. Therefore, the burden of liability falls upon the Brick. To add to his stupidity, another statement from him was that you shouldn't slide furniture across the floor. Seriously? It's a dining table chair. Last I checked, people don't lift the chairs in and out from under the table and the whole point of the nylon tips is to safeguard your floor as the chair SLIDES in and out. He also offered me a discount on my 'next purchase' and when I told him there's no way I'm shopping at the Brick again, this GM's response was, "I already knew that." At no point was I or my wife ever even given a single apology for the damage that was caused to our property because of their defective merchandise. After arguing with the idiot for a half hour the best we were offered was a miniscule $11 discount per chair because the Brick had to "make cost." The supposed 'GM' didn't even have the decency to refund the cost of the defective chair to aid in the repair of our floors. If you've taken the time to read my review, then please take the time to shop elsewhere too. Anywhere but the Brick. We bought furniture from 5 other stores over the past month and they all have had exceptional customer service. But don't take my word for it, the 2.5 stars on Google reviews speaks for itself. Which by the way, is too generous of a rating for this joke of an establishment called the Brick. EDIT: At what point in my review did I say the issue was resolved? If there was any resolution I would've left a higher rating. This is exactly what I mean, you guys don't have a clue what proper costumer service is. You just try to sugar coat the negative reviews with bs apologies and false promises to better your services.

I would give 0 star if there is a choice. Purchased a Samsung dryer/washer combo from this location. The washer was giving trouble in the first use, just one day after it is installed. I requested a new unit but was stuck in the middle. My conclusions after numerous calls: 1, They just want to sell stuff and take your money. They will only direct you to their “customer care” if there is any issue, once you paid the money. However the customer care just gave me Samsung’s number and asked me to call by myself. 2, They said I can not return or replace the washer. But a following phone call with Samsung I was told the store can replace it within one month. 3, Personally, I will not buy anything from this store unless there is a significant improvement on their after sales service, which is the worst I’ve ever experienced.

Despite other reviews, initial customer service is actually ok - there is room for negotiating but the sales people can offer you a price but might not be accepted by manager - but this might be a tactic. Regardless, the process is a bit arduous. Same with watching the sales person type (chicken peck) up the order. My concern is regarding customer service or any type of service after you swipe your card or hand over cash. After this transaction, you’re on your own. If there’s a problem, “it’s not the brick.” If there’s an issue, “it’s not the brick. It’s the manufacturer”. Don’t bother trying to ask for any service - they’ll deflect and reason they’re just third party sellers, once it is sold, it’s the customers and between customer and manufacturer. As long as you’re ok with this then the brick is your place.

About 4 years ago I purchased a sectional leather sofa and a 5 year warranty from the brick. Recently, the sofa started to peal. I notified "The Brick", and after sending an inspector, they refused my warranty, claiming the damage to be “Normal wear and tear” I informed them that the warranty states that it covers “Surface failure from cracking, peeling, failed stitching or seam separation”. Than, “The Brick” came up with another reason to refuse warranty – they claimed that I failed to report the damage in time. I sent them a detailed email proving that I reported within the required time frames(14 days). Also, the warranty states that it demands to report within that time frame only if the damage is accidental, which does not apply in my case. “The Brick” sent me a final letter, stating they deny me of warranty due to “Normal wear and tear” and “Failure to report” I feel that "The Brick" is being dishonest and manipulative, and i wish that the store would take responsibility for what happened, and stand behind the warranty it sold me.