The Brick

We just buy a sofa and it won't fit in our place we told the driver to return it and they refund to do so.
We call the sales guy Ali Khademi to return the product he told us because they are on commission they don't return things after there sales guys are paid We are so disappointed and we do t know what to do with the sofa On the receipt no where it saying no return policy

I would share my experience in Brick, especially with Arezoo. I really had such a great time with her, she’s so supportive. Thank you so much.

This brick has the worst customer service and managers when you try to reach out to them they ignore you and say they're busy. I bought a couple bedroom sets and one came damaged on delivery and the second bedroom set was supposed to arrive within two weeks it turned into a 6 plus week wait. I wouldn't recommend dealing with this specific store.

Mohsen is the best, he’s helped my family and I find the best furniture for our new place. He’s gone above and beyond for us. He’s amazing!

I had an amazing shopping experience at The Brick today. Hadi provided friendly and knowledgeable customer service. It was clear that he genuinely tried his best to help me find the best deals and what I was looking for. I am very satisfied with my experience today.

Thanks to hills for her patience and knowledge, she helped me a lot for my mattress, thank you hila

Sofa quality and service very poor. What was delivered was not the same as the floor model. Sofa was promised in 3 weeks. The salesperson did not call to update on delivery. When we inquired, we were told another date, again the date was incorrect/missed (do they make it up) ? Months later the sofa was delivered, the fill is not the same, the sofa is very uncomfortable compared to the store model. The foam is so firm that our feet do not touch the floor when sitting on the sofa. The salesperson (Masoud) promised so much and delivered so poorly. He doesn't care, didn't follow up, and the Park Royal Brick doesn't seem concerned about customer service or satisfaction whatsoever. That isn't fair. I have responded to their promises of help, no actual help has been given.

Buying a washer and dryer from this company has been the most exhausting and frustrating experience I have ever had buying appliances. It has been nearly impossible to have them sort out the disconnection of our gas dryer and instalation of the new machines we bought from them. Every customer service representative we've spoken to, seems to have no idea how to reorganize these events that were scheduled to happen over a week ago, (to which nobody showed for the appointment). It seems that there is a severe lack of communication within this company. It's taken nearly 2 weeks to just get the old machines out and the new ones in. And we still just have the old dryer still hooked up to the gas line and 2 new machines just sitting around not hooked up. Highly recommend not ordering from this mess of a company.

Employees have no attention to detail, and they wasted my time and effort coming to the store.

We went to the brick store to buy a mattress. Arezou was in charge to explain and show everything to us. She was so kind and patient. Although it was almost near closing time, but she gave us a great customer service. We are so satisfied to have her advise

Parva, Shadi, and the manager Nelly were helpful to resolve some missing hardware issue and light damage to the furniture. Good customer service

We had a great recent experience at the Brick. Our sales person was very helpful, managed to get us what we needed at a great price and we came away very happy with the service and management. This is our fifth couch from the Brick and we will continue to shop there. (we have dogs and couches don't last forever for us)

I bought a coffee table and picked it up from the store. The staff is so helpful and kind. I would like to thank Masoud, Shadi, and Parva for their kind help. They do a great job and provide good customer service.

We bought a Reading Desk for my daughter. We repeatedly asked the agent M to check and ensure it was not flat packed and that it would be delivered assembled. Guess what? He repeated assured us that it was mostly assembled and “you only need to attach the legs”. It was delivered to my daughter’s school residence completely flat packed with at leas 24 pieces, countless, screws and bolts and misleading assembly instructions. It did not turn right and the item was completely useless in the end. $219 dollars down the drain. We are very unhappy with the store and agent and will not be returning customers.
E. C

If you want to shop here just look for Mohsen (Sales Specialist) and /or Bobby (Customer Service Supervisor), these 2 gentlemen gave me a 5 star treatment! The after sales service of Mohsen and Bobby are excellent! Thank you very much!

Ordered furniture in December 2021 was informed it would arrive 1st week of February 2022 paid almost $2000. Received an email stating mid Feb.then end of February then 1st week of March, then mid March, end of March then 1st week of April. It arrived damaged with a crack in frame. Emailed Park Royal West store to inform staff, delivery guys noted damage i didn't receive a response for over a week. Was offered store credit then amount kept getting reduced, they ordered a replacement piece after repeated emails to store about my issue. June 2022 finally have replacement piece 6 1/2 months later. Worst customer service experience. Don't shop at The Brick Park Royal West find somewhere else to spend your money.

I want to express my satisfaction with the quality of Farah’s efforts. Her contributions and enthusiasm were amazing. Most importantly, her background as an interior designer helps a lot. Ask for Farah if you wanna improve your home design

In need of a dishwasher we headed to The Brick to do some price comparisons. Mohsen was fantastic. He was knowledgeable, available and most of all not pushy. We got a great deal and we don’t have to wait weeks for our dishwasher. Thank you for your excellent customer service Mohsen!

Our experience with Brick, Park Royal was excellent! The store has a great selection of furniture and competitive pricing. We had made an appointment with Hamid, who greeted us at the door. He went above and beyond to answer our questions and thus help us make the best choice. After listening to us about our priorities and preferences for the sofa and side table we were looking for, he took the time to show us several items we might be interested in, and he did this without making us feel rushed. It was an enjoyable furniture purchasing experience, thanks to Hamid. He was very patient, sincere, and professional. Can’t wait for our new furniture to arrive!

I needed furniture for my rental apartment, and these days it's hard to find the furniture you need and to be delivered on the exact day that you want it, Mohsen @ the Brick Park Royal spent adequate time with me and found every piece of furniture I needed and arranged the delivery to be on the day I want it to be delivered.
His service was beyond expectation and I highly recommend it. Thank you!

What started off positively turned into an extremely frustrated experience where we were lied to multiple times throughout.

A mattress that had one small tear which was patched showed up with two tears and two patches.

We were guaranteed that the washer / dryer unit did not require a stacking kit only to be told on the date of installation that it did require one and were unable to complete the installation that day. It's now been close to a week of having a washer and dryer sitting in the middle of my living room. When calling they offered to sell us a stacking kick at a special discount.which was exactly the same price it was listed for on their website. Overall a very frustrating process.

I would like to give a special thanks to our boy Hamid. He sold us a section couch set at a very good price. Also I can't forget to mention the staff. Bobby the supervisor checked in with us to make sure everything was good. The customer service staff showed a lot of love so thank you Parna and Shadi. Both so lovely. Michelle and Hanieh were also very friendly upon arrival. Last but not least Ali. The muscle whom carried out the furniture to our truck and would not even take the tip. Thank you guys a lot. Much love from Adam and Sam

Purchased furniture and paid in full early December 2021 with promised delivery date no later than mid February. It’s almost end of April and they still keep pushing back the estimated delivery date by a week. If I had been told at the time of purchase that delivery would take this long, would have shopped somewhere else. My mom is having a knee surgery next week and will be coming to my home for after surgery care. I contacted The Brick today and talked to store manager as I need the sofa bed by next week for my mom. You would expect a loaner at this point considering the special circumstances but sadly the manager was very rude and ignorant. Very poor customer service. Would never shop again from this store and would never recommend anyone to shop there.

The customer service I received this evening from Bobby, Supervisor, and Ron, Sales Consultant, was exceptional. They went above and beyond to make the shopping experience perfect. Thanks for the 5 star service!

Very dissatisfied with the delivery service. They were supposed to unpack the sofa and chairs we bought but this never happened leaving us with hours of work unpacking, installing the legs and dumping the packaging. I shared the problem with the manager and staff but to no avail.

I had really good experience with Hamid Mobain
He is so patient and he guided me very well.

Mohsen was very helpful and professional, he put a lot of effort and time for us during our shopping which made our decision very easy

My husband and I shopped at The Brick Park Royal on Friday November 26, and we purchased several items. We were helped by Hanieh and her service was outstanding. She was very professional, knowledgeable and friendly. We are very happy with our purchases and we look forward to seeing Hanieh next time we shop at The Brick. Thanks again Hanieh!

Mohsen Seifi was my Mom and I’s sales consultant. He was incredibly helpful explaining the difference solutions available to us for our entertainment system and in selecting my little sisters Princess bed. He was very friendly and accommodating:) fingers crossed I have him again for my future next purchase!

I had an awful experience yesterday, an aggresive and nasty manager who feels management means shouting and treating employees seriously and disrespecting customers. Her behavior wasn't suitable for this nice brand at all, Brand credibility to employees, Actually some of my friends told me about this issue too. This is the last time I will go to Brick like many of my friends and colleagues.

It's a big pleasure to have Hammid and Bobby for assisting me purchasing my items that I had it. It was a terrible decision that I made when I changed my mind to cancel all the items that I ordered. And this two guys didn't give up to me. Thank you guys for your understanding and Godbless u both!

Well so far I can only comment on my experience at the Brick. And the sales person, Ron Unrau, was very helpful and answered all of our questions and showed us different options. I was shopping with my daughter for her first bed. Also we were able to look around at our own pace and we weren’t being made to feel like we had to get whatever we were being showed. We tested alot of different types of beds, and in the end my daughter got a good bed I think, also it’s good for the long run too with the quality and the warranty. We’re both excited. I can’t wait for my daughter to actually get her bed so she can sleep better and she won’t have back problems in the future.

Hanieh is a very super nice sales representative. We are very happy with our purchase at the brick. She advised us very well.

Overall our shopping experience at the Brick Park Royal was a pleasant one. Hanieh was very helpful from the start until after the items were delivered. Her customer support was amazing as she shared good insights on each item that we chose. When the items were delivered, she even made sure that we are satisfied with our purchase. Well done Hanieh!

I'd like to thank you to Mr. Mohsen Seifi and Mr. Hamid Moyaben, I was looking for a mattress, they were so helpful, patient and knowledgable about the product that I was looking for it.there wasn't any hassle or pressure to buy, Highly recommend both.

Customer service at the West Vancouver store is terrible. They don't respond to emails, no one ever answers the phone. Despite saying they will call you they never do so you are constantly having to chase them up for a response.

Komal and Masoud Mahmoudi attended us, he was really nice to us and helped us found what we wanted

My mother and I went this evening to purchase a mattress as well as, a full set, we were made to feel welcome and well taken care of by Hamid. He was very knowledgeable and extremely helpful. It was a pleasure to do business with him and the Brick. Thank you.

Very good customer service, Masoud was amazing and very helpful. We really appreciate all his help.

Once again The Bricks' stellar sales consultant, Emil Filipkowski deserves a 5 star review! I recently had to order a new dishwasher for my Mom, I had already searched the Bricks' website so knew exactly what model I wanted. I called Emil and he processed the order over the phone and I was able to pay online. Took about 5 minutes and no need to go to the store (although it's always nice to see Emil in person!). Thanks again Emil!

I had a very bad experience here with the untrained staff. The person I had to deal with was very nervous and not honest. She was annoying and wasted my time around 4 hrs to just convince her that the deal was clear from the beginning but she was not. The only person there who was honest and nice; Hamid Mobbayen would be punished by the managment for what a real costumer service he was because as I undrestood the managment there wants the staff to be like Kooman (the annoying person and not honest and nice), but not like Hamid who was very great and polite. This is my last purchase from that store. That was awful.

We came to use a credit that the Brick mentioned to my fiancé & I while shopping a month ago (an extended warranty credit). We already purchased a electronic item ($401) and after spending an extra $82 (since our credit was $319) the customer service lady said "that doesn't qualify under the extended warranty credit". Afterwards we had another lady try to read to my fiancé & I, like we can't read or understand the "warranty terms". Maybe they should think about changing the wording in their warranty to "No electronics or home appliances like fridges, ovens, etc".

June 13 2021 - My husband and I are building a house… in Ontario! Masoud was amazing, patient and informative throughout the entire appliance purchasing and financing experience. He answered all our questions and we are so appreciative of the service we received.

Thank you Masoud!

Update 7/26/2021: I wanted to update that while we were very happy with our purchase experience with Masoud, we are now disappointed in TheBrick itself and no longer recommend purchasing appliances through them.

We purchased $10,000 of appliances on June 13th. Masoud ensured it was in stock in Mississauga ON for us at that time. It was set for delivery this week because we weren't sure when builder would want it.

I spoke with someone online at TheBrick this week to update delivery date to Aug 25 and I was told we wouldn't have microwave until Aug 19 (builder had wanted sooner). So I called today to ask about that and was informed nearly all our appliances were no longer in stock (so ours were sold I guess?) and in fact our laundry units were discontinued (but they were hoping to get more in). We could not be guaranteed the Aug 25 delivery date.

But the thing is.they were supposed to be delivered THIS week. No one notified us of a delay. Also. They were in stock before. Why were our units lost or sold to someone else and now we definitely won't have them this week and maybe not even for our house closing?

I don't care if things are delayed because of COVID-19. I barely care if we move in and don't have appliances for a few days. I understand that. However, it's unnacceptable that we weren't notified about this and that $10,000 worth of appliances that were sold to us and in stock in Mississauga at the time of purchase are now no longer available for us.

Extremely disappointed in the lack of communication.

I do NOT recommend the Extended warranty from here OR LG appliances. We bought all our appliances here along with extended warranty for 4 years. The LG fridge broke after 1.5 years and the extended warranty that we paid for is useless. It took them 4 days to get us a service, just so they can tell us they have to order parts and it will be 10 days. Now we are pass the 11th day still no date or parts. At this point I would expect the warranty to replace it but apparently that takes even longer. It would have cost me less to buy a new freaking fridge. It not like we can go to friends and family to use their fridge at this time so thanks

Most dilettante salesman with unprofessional manager (The Brick at Park Royal, West Vancouver). Sale is their priority not the customer, they don’t care about selling wisely and they take advantage of their customer and persuade them to buy in any rate. My story is too long but they know what they are doing with their customers. It’s frustrating to have this kind of business in our community.

I have a warranty on a couch I purchased from them less than 2 years ago that is already breaking. I have been trying to get a resolution with them for over 3 months now and I just keep getting a run around. They have promised me a credit but won't process the credit and are being very challenging to deal with.

On Monday I just pop up to park Royal the brick, I found the kind and knowledgeable person who named Masoud, he help me to find unbelievable deal for mattresses. I’ll appreciate him and strongly suggest him to everyone who’s going to store!

My Wife and I recently purchased our appliances from The Brick, Park Royal location. Our experience was incredible and went very smoothly thanks to sales consultant Emil. By far surpassed our expectations in every way.

We highly recommend!

I purchased a mattress recently and realized that Costco is selling a similar product for 1000$ less. They offer this price matching, specifically for mattresses, that DOES NOT REQUIRE the two products to be exactly the same. As long as it is the same brand with the same key features, it should be fine.

Mattresses are from the same manufacturer, both king sized, both come with PrimaCool/Sense foams, Gel foams, Indulge memory foam, Intelli Coil and Air Vent system. Now, they claim that these features do not constitute key features, and the only features that matter are Brick’s exclusive foam on top of many other that is already built into the mattress and some other minor details.

When I called the store, two of the staff in two different occasions and after confirming with the store manager, came back to me saying that Costco is a US retailer, we don’t match US retailers. When I contradicted them with terms and conditions and asked to talk to store manager, he himself tells me a completely different thing. His line is, "key features are not the same and there is nothing I can do. The only thing I can do is to make some provisions for your next visit when we will sell you something else again".

After leaving a message for the head office, store manager calls me again and he literally says, these are his words: “I can throw a couple of hundred dollars in store credits to make you happy”. Isn’t this the poorest choice of words or what? They already sold me something at a 1000$ more and all they can do is a couple of hundred dollars of store credits. Just enough to make me go there, pay some extra to be able to use the credit toward purchasing something else again!

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UPDATE:

Despite the fact that the store manager tried to convince me that I will hear the same things from head office and therefore it is better to accept his offer, talking to regional manager was indeed a much better experience. He, instead of being like "This is not a negotiation, take it or leave it", at least made a sincere effort to address the issue and we reached an agreement. And it was quite different than what the store manager was willing to offer:).

I would like to commend Tom and Bobby. I've been going back to the store several times for changes with my purchases, and yet they've been so kind and patient to address my concerns. Bricks have been recommended by my sister and with the best experience we had, definitely I would also recommend Bricks, Park Royal to my family, friends and everyone.and for future home furnishings I would surely do my shopping again in this store.

I bought a wall clock 3 months ago, but It didn’t work after I brought it to my home. I returned it, but they said we can give you credit not return. But it’s their fault and I think I should have returned it. After 3 months, I bought another one and it had this problem too and they didn’t accept to return my money again, just credit. I can’t understand it. I need a clock and it seems all of their wall clock doesn’t work and they don’t accept to return my money.

Great selection of laundry units and Tom went out of his way to help me. He was polite, knowledgeable and helpful and really hustled to get the sale done quickly, which I appreciated.

Mr. Masoud was so helpful to choose the good look and good budget furniture for us. We are happy with his service.

Had a great experience at the brick Park Royal. Went one day to have a look and was greeted right away by Hila. She had great product knowledge and when I came in to make the order, she was there to help me again. Delivery only took two days and was very quick and on time. Great experience overall.

Had a great experience with Masoud recently, he was very helpful and had great product knowledge. Happy with the service we received.

Michelle Johnson was absolutly the best Brick Employee we have dealt with over the years! We 1110% recommend her. She goes to the end to get you the the deals and makes you feel valued as a customer. We loved that she wasn't pushy either.we will be back to buy from her again!

Sincere thankyou's to Ron Unaru who 'went above and beyond the call of duty" helping me purchase a Samsung washer and dryer that needed to fit into a confined space. He was professional, friendly, competent and reliable.

The store is very big and had most products on the display. I had a very good experience right there. I dealt with Tom and the manager and I liked how they understood my needs and they helped me out with the delivery situation.

Have a really good experience working with this branch Hila is very nice and professional she always help me and offers me the best deal i am highly recommending to work with Hila and buy from this location

Bought the highest quality mattress from them, 6 months later got saggy. They refused to even “look” at it. I went to Sleep country and “they came to check the mattress for free as favor to me”. What an embarrassing and low low quality of customer care from The Brick and amazing service from their competitors. Don’t bother with The Brick. Go to real store for your needs. Go to mattress store for mattress and electronic stores for electronics etc. DO NOT SHOP AT THE BRICK.

Awesome service and experience buying our new bed with Hila Yekta, thanks for taking such good care of us!

Got an amazing deal today, Hila sales representative was more than helpful going out of her way to make our shooping experience very pleasant. Thank you Hila

Last week, We visited the Brick at Park Royal shopping center where we met Masoud who provided us with excellent service.
He was very patient and responded to all of our questions in a very respectful manner.
Masoud's patience, responsibility, knowledge and professionalism helped us purchase our home furnishings.
Such a commitment to customer service is highly appreciated.
Thank you so much Masoud.

I would like to thank Hila and Emil for the exceptional service that they provided for us this afternoon You were both very helpful and kind Thank You so much
Rob

Emil was very helpful and responsive. We got great deals on our furniture and good advice on items such as mattresses, couches, etc. He didn't rush us and was very honest. I appreciate that he took the time to understand our needs before suggesting an item. Great experience overall:)

Masoud at Park Royal Brick was amazing. He helped us find great furniture and gave us a great deal. It was so nice to have such great customer service. He also brought us coffee and chocolate. Thank you masoud jaan!

I want to appreciate Mr. Masoud and Mathew for their patience and kind behavior that lead me to purchase all my furniture and electronics from Brick.

I had a very great experience with Masoud. He is very kind, friendly and concern about the customer's needs. Very accomodating and patient and listened to the customer's needs. Excellent service!

I want to thank Ron Unaru the Sales Consultant for excellent customer service. He was able to suggest the right mattress for my needs.

My experience at Brick Park Royal was amazing. Mr. Masoud who is the store representetive helped me through the whole proccess. He was very kind and friendly and put a lot of time and energy for me to choose my furniture. Thanks to Masoud I am very happy satisfied about my purchase.