The Brick

We stopped by at the brick a few weeks ago as we were moving to a new apartment at the end of April. We were greeted by a salesperson (who was probably the only positive part of our experience). We proceeded to discuss furniture with him and decided to buy a bed, couch and mattress. The salesperson then asked us when it would be convenient to deliver the items to us. He told us that because we were moving in to an apartment building we would be able to choose a delivery time as he understood we had to pay for the elevator. However, as the delivery date was over 1 week away we could not sort out the delivery with him in store. He told us to call the customer service team 7 days before our chosen delivery day. This was mistake number one as it is now clear that you do not offer this service and your staff should be educated on this.

A week or so went by, and it was now 7 days before our desired delivery date. We had called the day before but were told it was still to early to sort it out. So the store called us back on Saturday 20th April. We arranged delivery on Saturday 27th April. We asked the person on the phone if 3pm would be convenient and she said yes and so we proceeded to book the elevator in our apartment for 3pm. (this set us back $210)

On Thursday 25th April we received an email stating that our items would be delivered on Friday 26th. We did not agree to this and therefore I tried quickly to call the store. They weren't open yet so I decided to try the "live chat" option. The live chat was unhelpful and I did not get any answers, they just told me to call the store. The only thing I was told on this chat was that Calgary do not offer an elevator time slot service. (the first time we were informed of this after speaking to numerous people).

I then called the store. I told them what I had discussed on live chat, and that I was now being told that it isn't possible to book a delivery time. The woman on the phone now agreed that we couldn't book a time. I was very frustrated at this but she apologized and said that they do give us a three hour window and that she would attach a message for the driver to aim for 3pm-5pm. This was not ideal at all, and we felt stressed but we could not do anything about it as the elevator was non-refundable.

Saturday came around, we received an email with a delivery window of between 1:45 and 4:45pm. The time wasn't great but it wasn't too far away from our elevator time slot so we hoped we could make it work. However, at around 10:30am we received a text saying "your delivery is next". We then started to panic as this was way earlier than our elevator booking.

We called the store right away. They were unacceptably rude to us and really unhelpful in the situation. The woman who answered the phone had a terrible attitude and tried to say I was lying about ever phoning the store and discussing delivery times. This infuriated me as I had called 3 times in total to discuss. I said that the delivery men were due to arrive way outside the window we were given that morning. She then proceeded to tell me that it was likely early as "it is a nice day so the delivery men will want to finish early". Now this excuse is not only absolutely ridiculous and not our problem what so ever, it is extremely unprofessional and shows the company in a very bad light.

The phone call to the store did not help us at all and in fact just made us 10 times angrier than we already were. Honestly, the customer service skills were unlike anything I have ever seen.

The delivery drivers then turned up. (we thought we were over the worst of it, boy were we wrong). They turned up around 11:30 - nowhere near the time slot we had discussed with the store before booking our elevator slot or anywhere near the time window they had given us the same morning. Due to this there was already another company delivering items and taking up the loading bay parking. Instead of having some patience and waiting for the truck to unload a couple of items, your delivery drivers decided to stop in the middle of the main street and try and squash our items in through the front door. (Even though deliveries are meant to go through the other entrance only). They threw our items around like they were nothing. One of the delivery men tried to carry the three seater sofa by himself, not only risking his own safety and well-being but it was too heavy so he couldn't catch it, so it fell on to the floor from height with a big thud. They dragged our mattress along the floor, there was absolutely no respect or care for the items or the apartment building what so ever. They then proceeded to put the items in the elevator that is strictly not for deliveries. They did not ask permission or anything, just threw them in with no consideration of anyone else or the building. Now, I spent over $2000 on these items, which you may not consider a lot of money, but it is to me and the disrespect was absolutely disgraceful.

The manager for elevator bookings wasn't impressed in the slightest. He took his anger out on us for something your drivers did. Why on earth we should have to deal with the aftermath of your mistakes and obvious disregard to rules is beyond me.

So, we are now left with a very angry apartment manager, and we are $210 down due to the non refundable elevator slot. So who is going to compensate us? because quite frankly it was all disgusting behavior from your staff and it caused us to miss our elevator slot completely.

I have never been so angry at a service in my whole life. From start to finish it was terrible. From making false promises to secure a sale, telling me I was lying about calling, throwing our furniture around without a care in the world, just the whole experience. Moving home is one of the most stressful and expensive times in our lives, and all you did was add extra stress and cost us extra money.

I would also like to let you see how the "assembled" sofa was left in our home. See attached. Absolute disgrace.

Bought a recliner, "as is". After it was delivered realized it had a major factory defect that was not specified when purchased. Although the Brick promised "factory warranty" they claimed it could not be repaired and offered for the cost, not including the extended warranty, could be applied to another store purchase. That amount would not cover the purchase of another recliner, and why would I trust a company that was so deceptive with the first purchase?

This is the worst company to deal with when it comes to warranty! The first person I spoke with didn't listen, she kept cutting me off. Then she hung up on me. the second person I spoke with wasn't understanding the situation either and then told me that the file was closed because it was fixed. I have been waiting for over a month for someone to come here to take it to the "shop" to fix it because he couldn't fix it here. I spoke with someone back in April 2021. they sent someone out to fix my tv, the repair guy came out, looked at the tv and said that he couldn't fix it here that it will have to come to the shop to fix it. He told me that someone from the shop would call me to make arrangements to have someone come and pick it up. I waited over a month for someone to finally call. When I called them, they said they were waiting on confirmation from The Brick to see if this is something they can do. I called The Brick myself to find out what was going on, the gentleman that I spoke with said that he was going to email the shop to find out what was going on because they never received an email from them stating what was going on. The gentleman from Then Brick said he was call me back 2 days later. I never received a call from him. I got no communication what so ever from anyone at The Brick. I never received any confirmation or notice of when someone was going to come pick up my TV. I received a call this morning (June 3) saying that someone was at my house to pick up the TV. I told him that I wasn't home and that I never made any arrangements for this. I don't think they understand that people work fulltime jobs and they are not home during the day. Calling State and King was also a nightmare because all they did was cut you off when you are trying to explain what has been going on. and then telling me that my account was closed because it was fixed. IT WAS NEVER FIXED! NO ONE CAME TO FIX IT, NO ONE CALLED ME. This has been the most frustrating thing I have gone through.

Purchased sofa and washing machine for $3200 at calgary Deerfoot meadows location on 23/12/2018. Only reason I went there because sales lady parminder(unsure of name) was extremely polite and professional.Then she referred her manager or senior guy LALIT desilva who was extremely pushy and was over professional guy.When I said I need some time to discuss he was like, he is in rush too. Just showed me calculations on the screen of computer and before I could understand and get the itemized prices, he was onto his next question if I am to pay by MasterCard or visa? He didn't let me think. I am to get my delivery on feb 24, 2019. Yet, I am completely dissatisfied and rather than showing interest in our needs he was more explaining us about his achievements and 37 years of experience all over world. A drop out high scho graduate can do better job than him for sure. Would appreciate some compensation and would like to be contacted by upper management or else I will never go to bricks .In my 8 years in canada this is the first time I came across a terrible service in any store.I do not know if these guys work on commissions or not but they should know how to value customers and should not force people to buy things and should give some time to people to think before they make purchase.
I wouldn't like to be contacted by that guy named LALIT never ever in my life. I had actually lost my temper when I was dealing with him but since I was with my friends I decided to be as much polite as possible.
I mean, how can you keep on pushing a customer to buy the product and not give him some time to think?
The guy might have 37 years of experience at quality customer service places or outlets but as I have mentioned before in my letter a drop out hush school student would perform a far better job than someone like him. Punctuality, smile, service procedures are the key factors in customer service indutsry and if a customer wants to take his time for something which he will keep for a period of 5 to 8 years, as a sales guy you are supposed to be giving him some time not show him some numbers on the screen and ask him, if he wants to pay by vis air MasterCard ? How rude of him? My friend had brought all of his furniture from the bricks and we also wanted to do the same and for our new house we decided to buy everything from the bricks but step by step such as one or two things at a time. But because of the terrible service I have received on that day, The Brick company has let me down and I have decided that I will never ever buy a furniture or any item from any brick location in the world in my life and I will never ever let my best friends, relatives, co workers go to bricks again.As much as possible I will try to convince my loved once not to go to bricks. Had that guy been decent, and polite I would have certainly walked out of that location with smile and complete satisfaction. But I was not satisfied. Unfortunately I had to leave calgary on the next day for some business I am hoping to see manager Mark back on the 26th of December 2018 at around 3 pm. I am hoping to have some quality discussion with him or someone who actually knows how to talk to clients, not someone like a robot who can give plastic smiles and preten as if he knows my situation.
The fact which will be annoying me more is that terrible service experience has ruined my Christmas 🎄 which comes once every year.I strongly encourage management that they have to provide some training to their sales people because they are the first and last impression of their outlets.I have worked for princess cruises 🚢 and Marriott International for over 8 years so actually know what service is and how service standards are met.
Thank you
Uttam Gawas
[protected]@yahoo.ca