The Brick

Bobby, operations supervisor at the Brick Park Royal and driver Simran were super helpful and accommodating to reschedule a stove delivery the same day, on a busy Christmas week, as my husband was making espresso when they first knocked and did not hear them. We also find the sales staff and management helpful and they have improved greatly over the last year..

My mother and I decided to come here to shop for a new fridge. We’ve been here in the past to buy a few furniture that needed to be replaced and despite a few minor mishaps here and there, things went smoothly. This time, the entire thing went okay, but there was a few things I felt displeased about.
While we were looking around, one of the employees that she (my mom) had talked to before found us and started helping us out for a bit. Thing were fine and all, but there was a couple details about the fridge that I thought he should’ve been able to know right off the bat. It’s not really a big deal but still.
Anyways, the visit to actually purchase the fridge was fine, but it’s the delivery that I disliked. They ended up bringing the fridge through the back door because the front door wasn’t big enough for it to fit and it would’ve been a bit easier to just go through the back anyways.
The problem I had with them is that a couple of them still decided to go through the front door several times. The reason thats a problem was that in order to get to the kitchen through the front door, they had to go through sections of the house that had carpet and it was raining the day they came to deliver, so you could only imagine just how much muck they had brought in. They didn’t bring in a huge amount of muck, but it still felt like they could’ve avoided it more often times than not by just simply going through the side of the house in order to access the back door that they came in from, because they needed to go back and forth through the truck a few times before they finished installing the fridge and for some reason they still felt the need to be lazy by stepping through the carpet area and exit through the front door. Me and my mother ended up having to clean the area they had walked on almost an hour after they left. Granted, it’s not a huge issue, but it still felt like they could’ve avoided it.
Bottom line, while their service isn’t all that bad, but they really need to find a way to get their delivery staffs to figure out a way to deliver items on a rainy day.

I think I had my worst experience, here in this store.

I have never had such DISGUSTING, TERRIBLE experience when purchasing a sectional couch from The Brick Park Royal. The initial visit to the store to actually purchase the couch was fine. However the day came where it arrived, and of course it arrived extremely damaged.
I then called the store to speak with a manager in regards to this, when explaining the issue, the male manager then interrupted me and said exactly, «Would you do me a favour and be quiet while I deal with this?».
I am not sure what planet this guy is from but that not how you treat customers who have just paid $ 2000 for a new couch that has arrived damaged. There was no apology what so ever. I then was told a different manager would call me back later. About an hour later, a team member from the distribution warehouse called me to state that they have a replacement piece for the damaged section of my couch, and the following day (Sunday) it would be delivered in the morning. Great. About 30 minutes later I recieve the call from the second brick manager, explaining that the warehouse member had no business telling me the new piece would arrive the next day because it was then not possible, and now won’t be delivered for about another 3 weeks. Again, still no apology from any staff member or manager who works at the Brick. I still don’t have all the pieces for my sectional sofa, and I still have no clue when I will be getting them. The delivery guys attempted for about 2 seconds to bring in the sofa, then put it down and said there is no way to bring it in my apartment. They did not try even moving their arms around or attempt to carry it in any other way. My bf then picked it up and moved it in himself since the delivery people were of no help. This is I guess what the $ 100 delivery fee is for, to move furniture yourself.
I will NEVER shop at the Brick ever again, and I hope others will see this so they can avoid going through the hell I went through with the brick.

If you can then avoid this shop!!!
First when you get there the sales people fight over you to get their commissions. Then they give you so much wrong advise and mislead you to buy the wrong furniture. I bought a Sofa and a love seat, a queen bed, a queen mattress and a king mattress. I asked the sales lady if the sofa will get through the door since we live in downtown and she said that is no problem, they have a professional delivery team.
So the first thing was that they did not get the sofa through the door and we had to give it back. Then on the next delivery they brought the mattresses and one was damaged. So there was a third delivery and some sleeping on the floor for a week.
Now after 10 months both mattresses have deep impressions in them and we all have back pains. I called them to change or upgrade them and all they did was to pass me to the next person and then finally to their head office. Still waiting for an answer after 6 weeks! Now we sleep on the floor again since the physician advises not to use the mattresses.
The management there is so rude and unwilling to help to resolve the delivery problems, the damage in the mattress or do anything to satisfy the customer for waiting and coming back and sleeping on the floor.
I bought my king bed from IKEA and if you want to compare these 2 together and would give IKEA 100 points, then The Brick in Park Royal would get 10 points.

If you can at all avoid this place do it. Here’s why and my story is the same as so many other peoples:
The Brick Experience
* Bought a bed and delivery people had to come back three times as each time packages were opened items were damaged. The drawers that came with it were also damaged but I negotiated a discount vs. replacing. This outlet is now closed and I can see why.
* 1 year later bed broke so I called to replace parts under warranty
* Sorted out what was needed and assured I would be called back to finalize a maximum of two days later
* Two weeks pass and I have to call back. Apparently it should have been done but wasn’t says new person.
* Transferred three times and explained story three times until I was assured delivery the following Tuesday by Kayla.
* Called as it was getting late on Tuesday and there is no record of any delivery whatsoever. How does that happen? Kayla assured me time and again that everything was set up.
* Now have spoken to Susan in deliveries and she has assured me that I will get a call Thursday November 22, 2012 to set up a delivery time for Friday.
* Gave my story to customer complaints but I’m unsure what they plan to do about anything now except humor me
* 2pm Thursday and no call regarding delivery tomorrow
* Got a call 7am Friday morning and item was delivered at 9:30. After chatting with the delivery guys even they said they would never buy anything from their own store.
* Set up the new bed over the weekend and it came damaged… of course it did.
–Cntacted customer care repeatedly and no response.
* Enough said.
Personally:
* Time spent on the phone
* Time spent sleeping elsewhere
* No meetings booked on the supposed day of delivery. Tuesday and now on Friday. Two days of business costs.

Compared to the Urban Brick in Vancouver, doesn’t have the same more modern style but guess one has to look at the clientele here, for West Vancouverites, a bit more family-​like.
It’s quite huge, so convenient for the mall shoppers, right near T&T.
bit of a pain to drive to, esp. w/​the construction going on in the back.

DO NOT EVEN BOTHER OR WASTE YOUR TIME. I wouldn’t even give them this star… We have been loyal customers to the Brick for the past 10 years. BIG MISTAKE… We bought a patio set from them in October, it was covered for the winter however, by November it had literally fallen apart. It had rusted (even on the base which was under a table), and the plastic bits we had bought to protect the set from ripping our deck had all fallen out. We called and complained right away. It took them 3 months to send someone out. When they finally were meant to come out, we weren’t home because they told us between 12 — 2 but, didn’t show up. I rebooked again and they never showed up. On the 3^rd time they were meant to come out, I was away on Vacation and didn’t have our cell phone. They had left a message saying that they had changed the date for someone to come by (WHICH was on a date that we were still away), and cancelled our date we were returning from our Vacation for. Can you believe that??? The staff are all very rude, clearly do not enjoy their jobs because all they do is complain and show no care what so ever. PLEASE take my word here, you DO NOT want to shop at any Brick… I’d highly suggest going somewhere with better furniture and better customer service as it’s in your very best interest to purchase from people who actually care about your loyalty.

what can I say? this is not even worth a star! really bad service, bad attitude! slow delivery plus their staffs always mess up the date and time, waste your whole day waiting for their delivery, and at the end of the day you get nothing!!! they don’t even phone you!!! Finally I called them, and got a reply like this:’ there must be an error, i don’t know, lets change it to tuesday.’
I mean, we paid 100 for the delivery, and that’s what we are supposed to get???
WTF???
Don’t go there!!!

I own a small business and we wash blankets and towels 4 – 5 times a day. Our washer was old so we decided to start saving money to get our staff a new fancy one. So i went to the Brick and told the sales accociate i need a washer and Dryer and WHY i needed it. I spent over an hour in the store with him discussing the different options. I chose a set that he said would work great for a business. I paid $ 2000 for them and an added 5yr Warranty. 5 months in the washer decides to stop working and floods the place. I call the warranty department and they say that we are not covered because we are a business and washers aren’t designed to be used 4 – 5 times a day and that we should have bought a commercial washer. I call the store and ask to speak to Manager and she said that this was correct. I asked why he suggested this set and sold us a 5 year warranty, her response was you can get a refund for the 5 yr warranty but i can not do a refund for the washer. SO NOW I’m stuck with a $ 2000 washer & Dryer that will break down and cost me $ 200 a month to service. HAD I BEEN informed that this washer was NOT designed for business use I WOULD NOT HAVE SPENT THAT KIND OF MONEY! They say it is not their problem and i should come and buy a commercial washer! GO F*** YOURSELVES! And TRAIN YOUR STAFF ABOUT WASHERS BEFORE YOU STEAL MONEY FROM SMALL BUSINESSES!

hmmm what to say about the brick. It’s always been there, most people know about it, and I cant say that I have had any desire to shop there… until yesterday. We were out and about yesterday and happened upon the brick in West Van. We have been looking for a new mattress and thot we should see what they had to offer. Not only do they have every mattress under the sun, in every possible thickness, size, colour, texture, support, but they also have the best customer service. I am a sucker for a great experience and I am one who is willing to pay for that little extra. The associate that was helping us was extremely knowledgeable, helpful and friendly. She did demos for us, she discovered our needs without being pushy, and most of all let us try everything out and was able to answer any question we could throw at here about sleeping and mattresses. So when we are ready to make that purchase our Sealy crown jewel eclipse, we will be coming back to this location to visit Chantalle!