The Brick

Let me tell you about these people.
First of all, I must preface this by stating that the sales staff at this particular location are very nice. I had no problem with the sales staff, and they were nice enough to give me free delivery and a good deal on a mattress. Throughout the entire debacle, the sale staff were also cooperative and helpful in trying to help me resolve my claim. Ultimately, the sales staff at this location helped me process my refund and are equally at the behest of their internal company departments. So this is more of a Brick experience vs. a review of the particular location. However, since it’s a large corporation the review stands.
Be warned, once you move past the sales floor the Brick as a corporation will screw you and screw you hard.
My furniture was supposed to arrive between 1:30 and 4:30pm on Saturday. The driver arrived outside my house at 12:50 and called the dispatcher to tell them no one was home. I received 3 missed calls between 12:52 and 12:53 from the dispatcher. I noticed my phone blinking at precisely 1:00 and called both the driver (no answer, already gone) and the dispatcher. I got through to the delivery department and was told by the clueless woman there that «no one had called and I’m still early so my delivery should be there soon». Since it was scheduled for between 1:30 and 4:30 I was satisfied with this information and had no reason to press further. I assumed the missed calls were to confirm I was home that day. Having done so, I continued to wait at home.
At 4:30 pm I called to find out where my furniture was and was told they had come and gone at 1:30 and that I’d failed to answer my phone at that time. They told me a bold faced lie right through the teeth, because I have their calls logged between 12:50 and 12:53, and me calling them back around 1:00. I was also told they didn’t speak to customers and only to drivers so to please stop calling them about it and call the store where I made my purchase. Upon calling the store, the salesperson told me they wouldn’t re-​deliver no matter how much he pleaded, and that they had in fact admitted to him they were early on the delivery.
I called delivery back with this information, firmly explained that the driver had been negligent and was lying, and demanded someone take responsibility. I was again basically told «too bad» despite the fact their driver was caught in a lie about having come and gone outside the appointed hours. They actually said «Sorry can’t help you, driver’s already home in bed». Also, «You know this is the delivery dept. and we don’t talk to customers and I’ve already been talking to you for 5 minutes, so… » and other dismissive and ignorant things like that.
I also learned that 3 other deliveries had been missed that day alone.
You may have a nice storefront sales experience with the Brick, but the uneducated and lethargic delivery staff and their lying drivers will screw you hard if you don’t manage to catch them. They will not come at the appointed time, and when you call them on it they will lie to you and offer you zero assistance. When you notice the call and try to call the driver back he will be gone. I wouldn’t be surprised if it’s just a one-​ring call so he has the number logged on his phone, not an honest attempt to get through to the customer. I never heard my phone ring and it was nearby.
Thanks to this blunder my wife and I slept on the floor because we had disassembled our bed and assembled the new frame in anticipation of the new mattress arriving that day.
After spending a night on the floor I said to hell with it and got a refund. I also discovered there are about 700 Better Business Bureau claims against the Brick corporate head office in Edmonton and that newspapers have even done articles on how crappy the Brick is.
Avoid these knuckledraggers like the plague and shop anywhere but here unless you’re going to put it in your own truck and take it home that day, and even then, be weary of the fact their warranties will not cover anything, including carelessness by the drivers causing property damage or the arrival of damaged product (read other complaints online).
Another piece of advice to anyone reading, they will process a refund in full IF you have not taken ownership of the product yet. It says so on the agreement. So if you order something INSPECT IT CAREFULLY as it comes off the truck, and refuse to sign and receive the order until you are perfectly satisfied there is zero damage.
Anyone who has had a positive experience with these clowns should consider themselves lucky. Anyone considering them be warned, you may luck out, or you may end up with any number of grievous things happening to you, just read the following.
Brick = BAD NEWS. You have been warned.