The Brick - Richmond

Absolutely terrible customer service from the sales representative. My parents got a table on Black Friday, told us it would take 1-2 weeks. After that, we received a phone call not once, but three times a week later telling us to pick it up. When my parents took the time to head there, the table was not ready and only the chairs. They blamed it on shipping and then changed it to 2-3 months. We were super frustrated, and once we went back to the store to address the constant miscommunication. My family had come back 3 times and each time we managed to get more upset with how the situation was dealt with. At one point the sales associate actually asked us to return the product so we would leave. The manager never came out to address our problem and left us with an unprofessional sales associate who raised his voice multiple times and got defensive. I will note that when I did go up to customer service, the lady there was super helpful but no matter how nice she was, terrible customer service from the manager and sales associate.

Wendy helped us purchasing a sofa. She went above and beyond to help us. We will happily return and will always ask for Wendy. She felt more like a friend shopping with us than a sales person. Lots of good products on clearance. Great experience overall.

Definitely ask for Wendy. She is really helpful and will get the job done right away. She will listen to what you are looking for or whatever situation you're in and find a solution for you without a headache at all. Very happy I had her assist me in my experience at The Brick!!

The mattress that I have ordered did not come on scheduled delivery day. After I received it, I realize that there’s a huge stain on one of its corners

I wish I could give 0 stars for them. Worst experience ever! They sent us the wrong product, and when we called back to get it exchanged, they pretended they had the replacement in stock - and didn't tell us it would be delayed for months, until we called later to check on the delivery date! Worst customer service imaginable. Service people were rude and simply wasted so much of our time dealing with it. Manager had zero empathy, and kept making excuses instead of trying to work something out for the Customer. What he was doing made the situation so much worse! He even said he was wasting time to deal with us - their customers that received the wrong products from them. We had to drive out to the store after failing to get any useful help from the service people by phone - they promised twice to call us back and never did. I can't imagine people can bear this kind of irresponsible shop in Vancouver, even in Canada!!! Will never ever go to this shop to buy anything. Better not to deal with them - if they make a mistake (and they will), they will never own up to it.

I recently bought a home and was shopping around for furniture. I decided to go to the Brick and was promptly assisted by Alia. She made me feel comfortable from the start and showed various designs/options to choose from. I showed her some samples of what I wanted and we were able to put together a whole room! The service was excellent! I will be recommending her and the brick in Richmond to all my family! If you need help with your home needs go and ask for Alia!

I’m writing in regards to the service I received at the Richmond Brick Store. I had purchased a double recliner sofa from The Brick and was told to purchase the absolutely amazing warranty to protect my investment. I had noticed the couches were starting to go brown about a year ago near the top of the head rest, all over the seats and the arm rest. I had contacted the sales associate to communicate what was happening and was told he would look after it, and he didn’t. I also had sent him a reminder and was told “I got it sir.” Eventually we had got no where with this and the sales associate had left the company. I then contacted The Brick again and this time they sent somebody to come inspect the couch, and very shortly after was denied the claim due to not reporting the issue in a timely manner, even though we did. I’m disappointed that regardless of the time frame, even though we reported it right way, we received poor customer service, a lack of communication and the warranty was not held up to what was positioned at the time of purchase. We had PURCHASED the warranty to protect our investment, and was told any claims made would be handled and dealt with seamlessly. Purchasing this warranty goes to show the lack of customer service, and integrity behind insurances with their products. We have been loyal customer of The Brick for a long time, and this was a very disappointing experience which will impact my future business with The Brick. I feel like I was lied to and sold a bogus warranty. What a waste of time. This entire warranty process was a nightmare and I’ll be looking to take my business else where.

A nightmare! It deserves zero star. I bought bed frame and mattress in this store on November 2021. The bed frame is not strong enough to hold 200 pounds. When I lay on the mattress, the center part will be much lower than the edges, I can’t keep my balance on it. One morning I heard a really loud noise from the frame, then I found the metal frame fell off its support which is only ten centimeters long totally. I sent email to report the problem and they said the technician will be here on January 2. Now it’s January 2nd, I communicated with them many times Because of the bad quality, they just don’t care customer. I had to sleep on floor now and they don’t even let me know when it will be solved. what a Christmas and New Year’s Day! Want my money back!!! They said for some reason the technician won’t be here today and they don’t know when I can get the technician. On January 6 the customer service told me the earliest day their technician would come to repair the bed frame is January 16, so I have to sleep on the floor for ten more days. I believe the guy won’t solve the big problem very soon, because it’s impossible to repair it in my mind, the only way is to return it. I will see. By the way today is January 7, it’s the second time I edited this review. It’s the third time I edit this review. It’s January 19 today, the brick told me they had to delay sending the technician on January 16 to now. The technician came here at last. He said yes it’s the bed frame’s problem. But he said also he is a contractor not the brick employee, so what he can do is to report the issues, and he doesn’t know if I can return the bed frame. The technician suggested me to sleep on the floor instead of the bed frame and mattress because of the quality related safety issues. Hope I can return it at last. Today is January 24, the brick didn’t contact me about the issues so I called them again. I said I want to get refund. The guy said she has to talked this with the manager and will answer me in one hour. After one hour passed I heard nothing from her so I called back. Another woman answered me and told me that the technician report to them, what showed to her is the problem is because of my wrong installation. I answered her that I made sure with the technician that it’s the bed frame’s problem, not related with the installation at all. She said they can provide another bed frame to me, I refused the suggestion. She said that’s the way the normally did. I insisted on getting it returned and she said they will send people to pick it up on January 26 if I can take apart the bed frame. I will do it, I will see how many days will this issue cost me. I will keep updating this.