The Brick
reviews and complaints

I bought Bed set from The Brick and the sales person promised that they will install your bed set. On Sunday June 26, 2022 they delivered the product but they did not install, the delivery people was very rude.

Since Sunday I am call and complaint but no action. On Monday I went to store and met with Customer service so they said they will send the email to delivery department and will get back to me. I wait for them but no response and again I went to store and met with Customer service department, I got the same story that still waiting for the response from delivery department.

I don't know how to resolve this issue.

On April 20 2022 I purchased a brand new washer from the Brick in Gatineau. I received it May 13 2022. We tried to do a load of laundry but water was pouring on the floor. Call the brick they told us we had to call for repair. Now this is supposed to be a brand new washer. Technician came and said it need 3 parts. Should arrive June 1 2022. June 20 2022we went to the brick again because we were getting a run around. So parts arrived and Technician came on June 23 2022. Put the parts in and left. Well"brand new" washer is still not working. All I want is an exchange and they say no. Now I just want my money back. Very unprofessional

I booked appliances for my new home in November 2021 fort closing in May 2022. The closing happened in March 2022. I paid full amount and received all appliances except Dryer. Since then it is a nightmare. I am continually contacting Customer Service and get an estimate date further out of my reach. Every time I call them, they have a new estimated date (not confirmed). The latest is early August. Can you believe that. Are they going to celebrate Anniversary? The explanation is that manufacture is not making enough product. The offer is only to select some other model. Come on, Can you have washer dryer of different model. Why did you have this product in store if this was not available. This is harassments and unacceptable. Why I am suffering.

There is no higher contact than customer service. I asked for Supervisor and I was told that both Supervisors are busy, My message will be conveyed to them and they will contact me. I am still waiting. Total Harassment. I want my dryer ASAP.

Purchased a Brada freezer in April 2013. This is an upright unit. The drawers are cracking and tried to purchase new ones. After 2 hours and calling 5 different numbers I was told the the drawer are not available because they came from China and the unit is old. This unit works and I do not believe we should be expected to buy a new one. Our hard earned money is not that disposal. Please help….

We ordered a sectional couch and coffee table for Black Friday 2021 (November) and was told a delivery date of February 2022. We were not super rushed with getting it so that was fine. February comes around and no call from The Brick about scheduling a delivery date so after multiple attempts getting through we finally find out that our delivery date is pushed to May 2022. Then we get a call in April saying that our delivery date is pushed AGAIN to June 2022. It is now middle of June and of course no word from The Brick on setting up a delivery date so again we call and again we find out that our delivery is pushed back this time to August 2022. This will be 9 months from when we purchased the couch and we honestly don't trust that it won't be pushed back again.

I’m currently facing the same issue. I’ve had my Samsung Range for 3.5 yrs now. I contacted the brick back in March about the two front burners overheating even on low. I was directed to King&State who had Transglobal service come in and assess the stove. It was a 2week wait between when we contacted them and when the assessment was done. We were told it would take some time to get the necessary parts to fix the stove. 5 weeks later the technician from Transglobal came to fix it (so we thought). Only for us to be told they had ordered the wrong part and to wait for further instructions from the head office. We didn’t hear back from them despite making several attempts. Only to be informed by Transglobal services that King&State had said the required parts are no longer manufactured and that they had offered us a 59% discount towards purchasing another stove. Mind you King&State hadn’t in fact notified us about this. We’ve since been getting the run around from The Brick and King&State. We’ve tried to reach King&State all day however our calls some how are ended after being on hold for what appears to feel like forever. I am not interested in the discount. I want my stove fixed or replaced. What’s the essence of having the extended warranty if it doesn’t do what it’s intended to do? I spoke with a representative from The Brick today who directed me to their website which pretty much said items purchased before Sept 2020 will be replaced if you bought them less than 3 yrs ago and were deemed in fixable.

Hello, I bought new furniture and within a couple months, it broke. Called to request to have it fix as I was under warranty and the person couldn't fix it and had to submit brand new furniture. Now the furniture has arrived (3 months later...) I now have to send back the furniture and pick up my new one or pay for delivery. Why do i need to pay for delivery when it wasn't my fault the furniture broke? It's pretty much I pay for delivery or I won't ever get my furniture and have to suffer with the broken ones.

[protected]

49 Chesterwood Crescent Brampton ON L6Y 0Z4

I get delivered my appliances on 8 may 2022

In delivery day they r not able to install washer dryer and know it's been 1 month and 5 days they still didn't resolve my issue every time I call customer service they tell me different stories and said they will fix in a week

I spoke to Charlie and he he is very unprofessional person

I'm done know and know he is resolving my issue

033124ATHYX order number

Purchased a soundbar With extended warranty less than 6 months ago. The soundbar had a technical problem and would not turn on anymore

So we brought it back with the receipt. The first visit the costumer service person had us wait while she called the manufacturer. After about 30 minutes she told us she would call us about the resolution so we could go on.

Of course they didn’t call, so we had to go in again. And once again the costumer service person called the manufacturer. This time they recommended I try troubleshooting at home.

So that’s what we did and once the troubleshooting was unsuccessful they told us to return the soundbar to the dealer.

Afraid of wasting another trip we actually called the brick costumer service on the phone and they said we should have no issue bringing it back.

So, we brought it back again. The manager this time was there and she was not happy. This is the main portion of the complaint. She yelled and kept saying that they do not take back any merchandise. She said that we will not be any special treatment. Finally she caved and gave us store credit for the soundbar. Once she did that she stormed away from us. The whole experience was awkward, unprofessional and at times it felt hopeless.

We were not even into our period for the extended warranty to be valid but they wouldn’t give us our money back for that.

Made a purchase October 2016. Purchased 4 year extended warranty.

Called early October 2021. Was instructed to wait until after October 28th the anniversary date. I wanted to buy an appliance and I was reminded I could only use it for furniture or mattress. I asked if I can wait until the pandemic lock downs are over or until I needed a piece of furniture and was told no problem just bring your receipt. Now that I need a piece of furniture I’m told I’m passed a 90 day period. And the I have forfeited by $369.95. Had I been told about this when I called I would have made a random purchase as fast as I could. I also have a receipt that does not have the 90 day limit on it.

Simply just want my money. I paid for the extended warranty one for an emergency and two like the sales person said, if you don’t use it you get it back towards another purchase.

After a disaster with your delivery team who refused to try to move a new couch into our home, we were forced to buy a Different couch and have been waiting 5 months when we were originally told it would be here beginning of April.

We have heard absolutely nothing from the brick on any delays and when I reached out over the chat, I was told 1. It is pushes to SEPTEMBER! And 2. A manager would be in contact.

I still havent heard from anyone and it is absolutely ridiculous that it would be pushed 10 months after buying it with NO NOTICE!

To whom it may concern:

I want to let you know of the rudeness and mixed-up statements that I have been told by YOUR REPRESENTATIVES that work for The Brick.

I have bought plenty of items but moving forward I will be writing bad reviews and informing the newspaper as I work for a home builder and have lots of access to social media at my hands of the way I have been treated and mis informed by your company.

Back in 2019 when I had come into your office to buy a new couch along with my sister in law I was told by your representative Anna because I was complaining about the cushions of my old couch she informed me that the foam (cushions) if they go soft would be covered under the warranty if I purchased it.  I spent 550 to purchase the warranty under that theory and she also stated that if I did not use the warranty it would be forwarded to my next purchase in your store.  The original couch would not fit in my condo but Anna adjusted the order to ensure that i received the couch and she got her commission but now once the sale was done i guess customers dont matter once sale is done.

In May I contacted your store to tell them how to go about making a claim.  I also informed them that are seams that are tearing apart part of the warranty and they said yes.  I proceed to make my claim with the cushions and frame and some fabric coming apart.

The technician came to the unit and inspected and made his observation and left

A couple of weeks later i received a phone call regarding my claim and the lady at customer service from the brick stated that the cushions were not warrantable, they changed this rule.  Is it my fault that you altered your warranty that was not what i was told when i did buy the couch, nevertheless I told them that was not fair.  I then asked her if you can speak to the contractor repairing my couch and ask how much it would be for me to pay the foam and if they can give me a discount some how.  She said she would email them and advise accordingly.

On Sunday i got another call from a lady from customer service asking me to contact the contractor personally to discuss my issue and deal with them for the foam again instead of arguing as that is not what she told me i took the number down.  I called these people today [protected] and spoke to a lady there and she informed me that they can not do this work as it is out of their warrantly contact and to find someone else.  I asked her but The Brick told me to call and she said sorry call them back i can not do it.

I also asked her if she can explain what was getting replaced on my couch and she said some items on the sectional but regarding the love seat (2 seater) only the frame i said what about the seams coming apart and she said call the brick they did not authorize that 

Now i am told that is not warrantable WHY? If seams are coming apart why is that not a warrantable item when your already told me it was warrrantalbe when i first called in.

I have never been mis treated by and consumer company like you guy at The Brick have done to me 

I am so unsatisfied and ask that a manager contact me asap as i have been given the run around and it is pissing me right off 

Even when i called today the gentlemen informed me that the cushion (foam) was out of warrantly in 2020 so why is that my fault?  you should have grandfathered the people before that and moving forward do not warrant not that you just make the decision and then said to bad that is mis representation and false advertisement.

Please contact me asap [protected] to get this matter resolved once and for all 

thank you 

Will never buy from the brick again. We ordered a table set that was a little more than we were hoping to pay but thought it would be worth it to spend more money. Not only did we have to wait 6 months for the product to come in but when it finally did arrive we brought it home to find one of the chairs and benches damaged. We exchanged the same only for the new chair to be damaged as well. Very disappointed in the quality of their furniture for the price we paid.

Don't bother buying extended warranty from the brick. I have fridge with a damaged door. Been waiting over 2 months to get repaired. No expected parts delivery date . The doors getting worse. Damaging more of the fridge. Instead of replacing the fridge for us the warranty company only offers less than half of the fridges value to buy another fridge from the brick. Not acceptable. We paid 400$ for the warranty. Fix it or replace it! Buyer beware!. There warranty is a rip off and they don't even try to help with the situation!

this LG refrigerator stop working after 3 years, and is on protection plan.

After 4 days of weighting for the service people they come today on May 27 and after checking they said the compressor needs to be replace, and they don't know haw many days or even weeks this part will come.

I was told from the warranty people that the store may have a loaners for us.

I went to the Bricks where I purchase this unit in Mississauga, and I was told that they don't do loaners, and the suggestion from the store to buy a smaller fridge and be patient.

I'm asking you is this the only solutionI can get from the store and warranty company?

If it is then, I don't know If I'm living in Canada.

And If I buy the second fridge you are covering the costs?

Please, some one answer me

Mike

I bought a washer and dryer set from the Brick in Newmarket, Ontario

The delivery people came and couldn't get it down the stairs. My husband cut out some of the wall to see if they would go down, however it still wasn't wide enough. I've had previous homes where there was no issue.

The washer and dryer weren't unwrapped and they hadn't been used. When I called the Brick to explain what happened and that I would have to swap out the fair for smaller ones, I was told I have to pay a 25% restocking fee and pay for the truck coming to pick them up for a total of $425.00. The set hadn't been unwrapped. As a customer, I am totally disgusted with this. Very poor customer service. When I worked at Home Depot a few years ago, items were taken back no questions asked. I will never shop at the Brick again and I will tell everyone what happened. Very poor way to treat a customer.

Andrea Sinclair

[protected]@yahoo.ca

[protected]

The name of the salesperson is Shahroze Shaukat - [protected]