The Brick
reviews and complaints

I did Waranty claim to about my sofa it has stains on it one of technician came and he said they will replace your sofa however the brick people said you miss used the sofa whenever the agent selling your product he mentioned us in this warranty cover stains and rips how come now they said you use roughly of course it’s in my common area every one allow to sit there it’s not a decor piece we can put on aside or no body can touch it . I rally appreciate if you guys clean my sofa or replace it otherwise just make sure when ever you sale warranty tell them clearly how to use it what kind of things you can use it and trained your agent please. I just exhausted why I bought a 700 dollar warranty for nothing

The Brick supplies appliances for Homes By Avi, and when I took possession of my brand new townhouse there was a dent on one of the fridge doors. This was very disappointing given this was a brand new appliance and it took over 4 months to have it replaced. Not only did it take this long to have the part come in, the technician arrived outside of the window of time provided. This was a huge waste of my time and the apparent manager I spoke with regarding this was even more useless. All-in-all The Brick does not care about you as the client and you have to take an entire day off of work just to have any service done on a product.

I ordered a dishwasher online forn delivery. The Brick website states that one appliance can be picked up with the delivery of a new appliance for free as long as the appliance being picked up is fully disconnected.

I had the old dishwasher disconnected and ready to be picked up once the new one was delivered. I had the old dishwasher is the exact spot the new dishwasher was to be dropped off. The delivery guy stated that because the invoice did not state that the old was was to be picked up, they would not do it. The invoice I received as they were dropping off the new one so I only saw the delivery invoice at the point of drop off, bit online it did say that they were to pick up the old. They would not and left. Once they left I received an email saying the new dishwasher was dropped off and the old one was picked up. I spoke to the Brick customer service and explained the issue and they said the invoice did not have pick up stated on it and it does not matter what the statement said online, nor their service pick up offer nor the confirmation post delivery that a pick up should have been made. If it is not on the delivery invoice that you receive at the point of delivery they won't honour the policy. I said that is ridiculous and the customer service yelled at me and proceeded to hang up. I called back and they did not answer. Not a reputable dealer in my opinion and I am taking all future business elsewhere.

I got protection plan for my TV and never got any claim. Now I am trying to refund, they said it is claimed. Only thing I did was call them and explained my TV has black line. They asked me to send photos. So, I sent the photos, and they said it is covered. So, they came to pick the TV for repair. At that time, they said it is not covered. and left. I only used 3 months and throw it away. After four years, when I am trying to refund my protection plan payment, they are saying it is used for claimed. What in the world that can be used without getting any fix?

So, I do not recommend buying any warranty from Brick. If you buy, don't even call them for anything. Then you will not get any refund.

Buddika

TOTAL TRASH, STAY AWAY

I have purchased king and state extended warranty from The Brick of Richmond Hill for 85" samsung TV and spent $12000

After a year TV is not working. I called king and state warranty about a months ago and they have told me technician will call you in 3 business days to come in and fix it. No one contacted me for 2 weeks. After I called a few time and complained somebody called me and said he is a technician. He asked me to send him so many pictures and videos to find out what is the issue and he refuses to come in and check the TV. I called the king and state so many times to complain about the technician and finally after a month technician came in today.

An old guy that could even see the red light blinking. After spending an hour and he talked to someone else on the phone to see what to do he said the problem can be anything and left without fixing the TV.

Basically king and state warranty sent someone who wasn't a tech and didn't know what to do and how to fix the TV

Don't waste your money and time for king and state warranty

We recently purchased (Dec. 3/22) a new mattress and a storage base box spring platform. At the time of the purchase our salesperson threw in (for "free”) a sound bar, 2 pillows and a mattress pad undercover. We did NOT ask for these items. The salesperson noted that we had to take the mattress pad undercover or we would NOT be able to return the mattress if we did not (this is not accurate).

The cost of the bed was $1,299.95 + tax. When the salesperson gave us the invoice, he noted that he reduced the price of the mattress in order to include the pad undercover and the other “free” items. This now made the price of the mattress $1,069.00.

At the time we did not think much of it as we had no intention of returning anything.

We were never told or given in writing the companies return policy other than we were told that it was fully returnable.

We received the delivery of our new items a few weeks later (Dec. 28). I assembled the storage base the next day (Dec. 29). I noted just as I had completed the assembly that between the mattress (which was extra thick at 17”) and the platform the height of the bed was 42”, about to my wife’s bellybutton.

Getting on to a bed of this height is difficult but when you combine the fact that we are near 60 years old we quickly realized that this would be prohibitive.

We immediately went back to the store (Dec. 30) and explained the problem to the salesperson. We considered our options, which were:

1. Return the mattress

2. Return the platform

Since the platform storage was critical to our purchase and the salesperson also indicated that it would be very difficult to return the platform, he encouraged us to return the mattress. We decided it was best to return the mattress and try and find a thinner mattress.

He told us on this second visit that corporate policy dictates that we must keep the mattress for a minimum of 21 days from delivery. We confirmed that there would be no problem returning the mattress after this period of time had elapsed. The explanation for this policy is so customers didn’t buy and return items without giving the product a full try. We understood this and since our issue was not with the quality of the mattress we had no issue with waiting the required time.

We selected a new mattress which was only $350 + tax. We put down a 10% deposit and left the store.

After waiting out the required time, my wife called our salesperson on at least 3 occasions to try and set up the return and delivery of the new mattress. After the 3rd time my wife started to get suspicious as to why he was avoiding or not acting upon on our requests.

Finally on a 4th call my wife said no more delays, let’s confirm the arrangements. The salesperson told us that he would talk to his supervisor and get back to us. Approximately 2 days later we received a call from the sales manager. She informed us that corporate policy said that even though we had selected a lower cost mattress we still had to pay the full price of the original mattress. This was a difference of $1,065.43.

This was obviously unacceptable to us and we immediately registered our objections to this outcome as we were never once told that this was the policy. To a certain degree, we also felt the salesperson should have had some knowledge of the height of the mattress and the platform combined and should have warned us. The sales manager then said that we could have a store credit for the difference. After some heated discussions she agreed to reimburse us the difference between the 2 mattresses.

After all of this hassle and after the pick up and delivery was made we followed up with The Brick to confirm the amount of the “refund”. They informed us that it was $743. This was obviously well shy of what we felt we were owed ($1,455.95). After factoring in the new mattress purchase of $391.95 less the down payment of $39.19 our refund should have been $1,103.20, The store manager informed us that she had to deduct the “free” gift package (which we never asked for) plus she had to charge us for the second delivery of $75.

After running the numbers several times I am still not certain how they came to this number. However, this is not the problem. We feel we should have been reimbursed the full amount of the original mattress. A total of $1,455.95.

We believe that the “free” gifts are a ploy by The Brick to reduce the value of the actual purchased item by stating they cannot give refunds on things you have been given in order to still make larger total dollar sales if you return it.

I offered to return the sound bar but was given “we cannot do that” without a clear explanation as to why.

I purchased a electric coil stove. Name brand Moffat from the brick. Once we got it home we found that the back rt element would not sit flush in its socket it would stick up. Also the entire top of the oven was very loose and did not lock into place. According to the brick upon numerous conversations they indicated that’s just the make and style of the stove and that it’s a hit and miss when you buy these types of stoves how you get them. However the floor model we had seen did not indicate either of those things. We wanted to return the item as we said it was defected and it wasn’t fair to not know whether your item is going to come like that. So they wouldn’t let us return the defected item without charging us 10% stocking fee. I don’t think that’s fair when we recieved a defected item and there would be no way to know that unless we opened the box. I feel like we are being punished for buying poor quality items at the brick. And to boot they offered us to pick another stove but there is no other stove that we like in stock so essentially we just lost money.

The Brick, its warranty company King and State, and it’s repair provider Dufferin Electronics are all a complete and utter scam!

I purchased a $750 TV from them October 2021. November 2022 it began giving me problems…consistently disconnect from the wifi (it’s a smart TV). I called the Brick, they said be sure it’s been over a year if need to reach out to the warranty company for assistance. So I called King and State directly and everything went downhill from there! I tried reaching someone from the warranty company for 1 1/2 wks! Because you call and either the line disconnects or they give you a ridiculous wait time of 172mins and the line will STILL disconnect. I FINALLY get through (after holding for 2hrs) and the woman was so rude! Basically saying it sounded like a software issue and that wasn’t covered in my warranty! Then dismisses my objection flippantly says she’ll said the tech doesn’t tell me when or what time the tech will be coming, THEN HANGS UP THE PHONE. The techs from Dufferin Electronics, calls me 2 weeks before Christmas 2022 but doesn’t show up until January 23…the level of unprofessionalism with the Brick and its affiliates has me dumbfounded. It get better. January 23 the tech takes my TV for “repair” doesn’t give me an ETA for when I should expect to receive it but kept saying I don’t know. I call him 2 days later, he says there’s no issue with the TV but they’re going to keep “testing”. I call him again, a few days after that for an update. He says the same thing…I’m like just bring it back he says he can’t. He sent an estimate to King and State and they need to approve it for him to get the parts. Him and I go back forth b/c he made no sense! If there’s nothing wrong (as he says) WHY ARE YOU ORDERING PARTS? He refused to bring it back says I’d have to wait. I tried AGAIN to reach K&S took forever but when I get through she says they approved his estimate that morning(HOW CONVENIENT)…he calls me (finally) Feb 16 and says he can bring it that Saturday. Then calls the next day (Friday) saying his truck broke down…he’ll bring it Sunday (I’m obviously pissed) then calls AGAIN Saturday and says he’s run into issues and won’t have it ready Sunday! Long story short(after telling a long story) King & State warranty offered to give me a store credit NOT IN THE FULL AMOUNT OF THE TV! But $200 short! Can you believe this!?

Zero customer service was offered here. It’s incredibly frustrating (to say the least) that I called several times, emailed, and not one person called me back or responded to my emails for help. This deplorable behaviour is absolutely unacceptable from a million dollar company! This is how you treat your paying customer? I will never purchase from you again!

The Brick, King and State Warranty, and Dufferin Electronics are all a scam! Do not buy from them!

would have given them zero star if that’s possible. They have sent me two different colour for the bedroom furniture and then they make a excuse that you just did not wanted to go up for the pricing. They have made different excuses first the girl over there CSR said you should inform us within a month and in reply when said it is within a month she said no its going to be one month soon so i cannot take the furniture back.The manager at Warehouse in winnipeg is not helpful for anything at all. I regret my decision to buy furniture from Bricks

My daughter purchased a full set of bedroom furniture and we went to warehouse to pick up my daughter furniture's. we've been advised at store the warehouse will be closed by 5.00 pm. we arrived by 4.30 pm and warehouse employee advised wait outside. waiting 30 minutes outside of warehouse we noticed the time is almost 5.00 pm and warehouse going to ne close. I knocked the overhead door with my hand and few second three guys showed up. I tried to talk to him but he got really sarcastic and nasty with me. I mentioned time is almost 5.00 pm and i thought warehouse is closed and no one updating us what to do? One of employee refuse to give me my furniture's but the other two were trying talk to him and cool him down. I can't believe he had such power to close the overhead door and tell my go away even two employees were trying to do their job. I Ask him his name and employee number but no success. I am sixty years old man who traveled hundred cities, provinces and countries. This warehouse employees are not following Canadian and American Law and Rules. I think they do have they own rules.

I purchased sofa set from Brick Ridgeway dr mississauga Ontario on 11/01/2023 and was told that the shipment will arrive on 3rd or 4th February. I called the store few times to confirm delivery date which they confirmed. Few days ago I again called them but to my surprise I was told the shipment is arriving g in the third week of March. I was shocked to learn abt the new date as I had requested them to make a not in their system that I need the sofa before 5th Feb. I again called but the lady on phone was rude and said you won’t get so soon. I feel it is cheating on customers to take money for No inventory available on due date.

I purchased a warranty at Leon’s furniture in 2018. My dishwasher has been recently leaking. I am currently under warranty with this company. I have been unable to contact them for five days. I have done an online request. I have also sent an email there are no agents to speak to my phone, the company, and after being on hold for half an hour I was put through and then only ringing. I do not suggest anyone purchase this warranty from King and State.

I purchased two accent chairs from the Brick, a place I buy most of my furniture until now. The chairs delivered were unpacked by the delivery people, and upon inspection, I noticed they were the wrong colour. I was upset as they were supposed to replace another chair which was not possible at this point. The chairs had been in my home for about 30 minutes when I realized and I immediately called the store to rectify the situation. I had asked for a full refund as I was disappointed and did not want to go through the hassle of another failed delivery attempt. I was told that because the chairs were not in their original packaging (the box they came in) I could only get a store credit. I did not unpack the chairs. The Brick unpacked them, and because they did, that was considered "not original packaging" which meant bc they unpacked them, I could not get a full refund. I was forced to spend the money on items that I did not necessarily need bc according to the person on the phone "The Brick does not have a return policy". WHAT? I am extremely upset and have no intention of shopping at the Brick again as their "Customer satisfaction guarantee" is hidden between fine print that the customer is not actually aware of. 1) their mistake in item delivery 2) they unpackaged the items 3) they had no intention of providing the service promised and 4)lesson learned. Unbelievable, $1000+spent for no reason. I would have purchased more things from the Brick had this experience been better but now, not so much.