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  1. CA
  2. ON
  3. Ottawa
The Brick
The Brick
The Brick
The Brick

The Brick

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1960 Cyrville Rd, Ottawa, ON K1B 1A5, Canada Get Directions
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4.6
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ABOUT   Services Excellence Summary

The Brick began in Edmonton as a furniture store. For more than 50 years, The Brick has been a trusted companion. We have 209 storefronts and seven delivery centres. Ever since we were founded 50 years ago, we have continued the same charitable spirit and consumer-first mindset. We wouldn't have made it to this incredible milestone without you, our customer. Your help has been critical. The Brick can transform your home. The Brick offers a variety of items, from bedroom furniture to mattresses to appliances. The helpful folks at Brick are knowledgeable about all of our items and are ready to assist you. Your home will be very nice with the proper package.

 

SUMMARY   Reviews Summary

The given reviews are overwhelmingly positive about the store's customer service, with numerous reviews naming supervisors. John provided approximately 15 excellent experiences, whereas Sushma and Jon C also provided amazing experiences. The reviews express a great appreciation and thankfulness to John and Jennifer for not being pushy and being helpful. Customers are happy. Their products arrived on time. The staff treats them with respect and listens to their needs. John is mentioned in multiple reviews because of his excellent service. He was patient, knowledgeable, and willingly listened. He inquired about their needs to provide an excellent experience. The selection of appliances met customers' standards. Understanding and not pushy, making the customers' decisions easier. Employees provided fast service. The customers were offered a flexible payment plan. These reviews were jubilant and filled with gratitude for exceptional customer service. Without exception, customers intend to remain loyal and recommend neighbors and friends. Staff training could emphasize how valued their service and dedication are. Customer service is the cornerstone of this company's commitment to its customers.

 

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Reputation Change over time
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Pros & Cons

PROS
recommend (12)
very helpful (8)
great service (6)
highly recommend ... (6)
very knowledgeab ... (5)
great experience ... (4)
great customer s ... (4)
excellent custom ... (3)
helped me (3)
very kind (3)
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Cons
scratches (1)
horrible (1)
not happy (1)
bad customer ser ... (1)
unhappy (1)
unprofessional (1)
rude (1)
upset (1)

The Brick Reviews: 104. Average Rating: 4.6

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I would like to edit my original review posted on google approx a month ago. Although the manager, sales and cashier persons, even the first part of the delivery was very good and uneventful. Unfortunately, I can not say the same thing for the last part of the delivery/pick up. My last appliance to come was a stove and the guys were suppose to pick up my old appliance. Some steps were missed by the delivery team. They were suppose to contact me 24hrs before the delivery, and when they tried to contact me, I was at work and was unable to answer. They left an automated message in my inbox telling me how to prepare for the delivery/pickup, but they never specified the time, when I tried calling back that number, again there was only a recoding system, without being able to chat with a representative to find out specifications on the delivery/pick up. Next day, I did not receive any other call or text messages, and the delivery truck showed up around noon time. I told them none had called or text me that day to give specific time frame, so understandingly, I had fed my kids before that, so the stove was still warm by the time they arrived. They got upset and said they would not take any hot appliance on their truck. That I would have to call back to get the stove pick up another time. I asked them kindly to wait 10 mins, but they refused. I showed them my phone and email and proved no new calls texts or emails were there to specify time of delivery/pick up that day. They both witnessed someone had made a mistake at The Brick for not calling that day. They said I should have received an sms one hour in advance, which I did not. One guy left my house very upset, the other one asked for my signature which I refused to provide until I spoke with a The Brick representative so I started making a phone call to The Brick store, but he also got upset and left. They did not take my signature and they left the old appliance. I finally got the Brick representative at Innes road on the phone and I explained to her all what happened. I was always very polite and told her of the situation. After she heard she just apologized and ensured they would come to pick up the appliance on Monday. She said she documented all on my file (hopefully there is a recording of the call). So naive of me believing in the good will of people. Today, Thursday December 29th, they have not picked up the appliance. I thought, they must be so busy. So I decided to call back and get an estimated time/date. The lady that answered on Dec 29th at the online number of The Brick at Innes road, told me there was no documentation of my call on Saturday Dec 24th, done between 12-1 pm ( a total lie). But that there was a documentation that my appliances were delivered. She even just then documented on my file, that my old appliance was hot, reason why they did not take it on Saturday, and even told me it was all my fault, refused to listen to me and now used all my explanation against me, denying I had previously called and denied the other lady had told me someone would come to pick up my old appliance. She said I would get my $15dls refund and that was it. She was rude and made fun of me. Fortunately, since I have very good education, I kept my good manners and thanked sarcastically for her customer service. I write this review for those people that purchase in this store, although of course the sales are great since the intention is to sale (The Brick Cyrville Ottawa), the delivery system has a lot of errors. They made me feel non-respected, that my word as a customer did not have a value, that my words during the explanation were used against me, and the only thing I was asking was for them to pickup my old appliance as we had arranged. I don’t care about the 15dls, I care about how the delivery team and even the two ladies that answered the phone were just protecting the store and themselves from the mistakes of the delivery system. They just documented what was convenient to them. Ibrahim, manager at the Brick at Innes Cyrville road, if you read this, please review the process of delivery, because of big mistakes the store can loose great customers.
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