The Brick

Over the past 4 weeks I have had the pleasure of dealing with Richard Parker for 3 different purchases. My wife and I bought a recliner, mattress and a washer and dryer set. His direction and patience was stellar. Got what we wanted at the price we wanted. We will be back.

Awesome sale prices! We have purchased two queen mattresses from the Brick in the last 6 months and both times received great service from Richard. He was able to expedite the arrival of the headboard set too which was a pleasant bonus.

We purchased this couch in February and the staples were already coming out of the back paneling in April. They did come to repair it; however, the staples are coming out again in the same spot. Customer service states that the manufacturer or extended warranty will not repair the same issue multiple times. We haven't even had the couch 6 months and already we're disappointed with the way it's holding up. I was referred to either search for an upholstery repair out of our pocket or put it up against the wall. Although we had kind interactions with the staff, overall we received poor product quality and poor customer service.

I personally will not come back when it’s time to purchase furniture for our upstairs or bedroom. It isn’t worth the headache. We had a less than desirable experience. My husband and I purchased a sofa bed couch, TV, and fireplace with sound bar in January. The sales person Richard was helpful and knowledgeable. Our initial experience was good. Within three weeks of the couch being delivered to our home it broke . I phoned the Brick to let them know and asked about the warranty as it shouldn’t have broken from simply sitting on the couch. I was told a third party contractor would contact me and come out to give an estimate for the repair. The contractor came approximately February 27 and advised that the couch had a pre-existing crack in the wood which is why it broke, further these types of couches are notorious for breaking due to the design and lack of support for the sofa bed . They told me the brick would either fix it or replace it, and I should expect the next communication to come from the Brick. Two weeks later (mid March) I had not heard anything from the brick, so I phoned the local store. I believe it was Kyle (customer support in Penticton) told me the most the brick would offer me was $350 and wouldn’t replace or Repair the couch. I said that was unacceptable given we had just spent over $6,000 in the store, the couch has a warranty (there’s also consumer protection acts), and the couch had been in our home for maybe three weeks. Kyle said this was out of his hands as it’s an adjudicator that makes those decisions, I told them I wanted to speak with the adjudicator. Kyle told me they do not give out that contact information, and when the adjudicator returned from Holidays they would call me. I phoned the first week of April and was told the adjudicator was still away, I reiterated to Kyle I would not be accepting the $350 and my bottom line was either a new couch, fix the couch, or give me my money back. I phoned later that week again and spoke with a different customer support person who confirmed the furniture would be covered by warranty and they weren’t sure why the Brick wasn’t honouring their warranty. I reached out to the Brick once again, and Kyle assured me they would speak to the adjudicator, which to his credit he did. I phoned again to get an update and Kyle was not available. Irritated my husband began calling, and was told they’d replace the broken piece.Today we finally got the replacement piece for the broken couch. Two and a half months later. I absolutely did not feel valued as a customer, and found it quite troubling that they would not honour their own policy or warranty. The communication was horrible, it shouldn’t have been up to me to chase them around to get them to honour the warranty. I was appalled and insulted they offered $350 for a couch that was over $3000 plus tax.And the saga continues, they put the wrong “feet” on the couch. They do not match the rest of the couch.Strongly recommend taking your business elsewhere.

We recently purchased a new bed set from the Brick. Everything was super easy and stress free from the start. Shayne helped us find exactly what we wanted and was conscientious of our budget. He gave us a bunch of options to choose from and was honest about ones that would not be readily available. We went with a set where everything was in stock and we got it less than a week later! Pick up and assembly was very simple and we could not be happier!

We purchased a washer/dryer, freezer, and mattress from the Brickthree weeks ago. The delivery came on the expected date but only thefreezer and washer were delivered - the dryer was damaged and themattress was not there. We arranged for another delivery date andthose items came today. I am so pleased both with my new items and bythe setup. The three men who delivered were courteous, very helpful,and kind. Thank you The Brick!

Love Richard from Penticton store. No pressure sales!! Great. Informative and easy to talk to. Changed my opinion of the Bricks high pressure sales previous experience. Thank you Richard!!

Went in looking for a specific kind of recliner and met with Richard Parker who helped us out. He was very polite and knowledgeable without being pushy. They had a nice selection of options and Richard was helpful in pointing out the particular ones that met our criteria. Very pleasant experience, would absolutely recommend.

Mike was wonderful! He was able to see my vision and matched it perfectly for my bedroom set. Answered all my questions and offered even more insight. I will definitely be shopping here again. Thanks Mike

These folks are so nice! They helped me with getting a bed frame and were very kind and helped to look up where the right bed was on the distribution centre, AND they gave me directions to the distribution centre in Vancouver. Thanks guys!