Anne in Toronto

This was by far the worst experience I have ever had buying a mattress set. My husband and I initially purchased it this past Dec 29th and was scheduled for delivery Jan 6th 2018. We were told by Peter B to expect a confirmation email and call on the 5th to let us know approx time of delivery. Now, the 5th rolls around and not a word from the Brick. So, of course we wondered because we've previously had pretty decent service w them including delivery. Husband called the store the morning of Jan 6th. The woman that picked up informed us that the delivery was not scheduled until Jan 11th. We were flabbergasted because that was definitely not the date we decided on; was not the date on our invoice, nor was it even discussed when we were in the process of selecting the date. We neither received a phone call nor an email informing us of the change. The female associate informed us on the phone that Peter was not in, not available and that she was the only one we can speak to regarding the matter. She could not give us any information as to why there was a change of date. Absolutely unapologetic. Just informed us that there was nothing she could do. Luckily, I was off work Jan 11th and so we decided to give them another chance. Jan 10th came around, again no word from the Brick. No phone call from Peter, the original sales person even though I specifically told the other associate when i spoke to her on Jan 6th that i wanted to talk to Peter. Husband called again Jan 11th. Yet AGAIN without notice the date was changed from the 11th to the 13th of Jan! Again, the female associate could not tell my husband the reason why, but did offer to refund the delivery. However, she never actually refunded the delivery fee. At this point it was gratingly obvious that there was something fishy going on!!! Husband called back the following day on the 12th to cancel the order. Female associate said ok and promptly hang up the phone on my husband. This was around 3pm in the afternoon. BUT this woman never ended up canceling the order or refunding a penny of our money back to my credit card. We know for a fact there was no attempt to do so because before my husband left his work that evening he received a confirmation of delivery scheduled for the 13th. Reeks of dishonesty! We finally went into the store after work, that same day (jan 12th) and asked for an in store refund. Again the woman was totally unapologetic! It hasnt shown back into my credit card yet but I'll be keeping an eye out. I DO NOT recommend this store. If you need things cancelled and refunded do it in person because I guarantee it that nothing will get done over the telephone. Cant use the excuse of being busy either because that store was empty. Literally, just the one associate was in that store. Im very disappointed. My family and extended family will never shop w the Brick and will be passing on the word to friends and other family.