The Brick

I was supplied a defective Samsung refrigerator back on 23rd December 2017 by the Brick at Warden/Eglinton branch. As per sales consultant advice, I have bought the additional warranty on it. The sales consultant that time told me within 1st year I'll be secured with the manufacturer's warranty and after that I'll be secured by the additional warranty next 3 years.
1st week of January I've called the sales consultant and informed him that the water/ice unit not functioning and he advised me that I have to inform Samsung customer service for that. Entire 2018 I have contacted with the Samsung and they had sent 2 different technicians to fix the problem. But they couldn't. Both of them said the unit has manufacturing defects and not repairable. On the other hand, Samsung refused to replace my unit. As per the customer service then I have contacted with Insurance Company and a technician came as well and reported not possible to repair. Since then, I was keep trying to contact the store manager physically/over phone/email, unfortunately I couldn't able to contact with the store manager. The customer service people promised me every time that I'm going to get a call from the manager, but never happened.
In this circumstance now, I would like to talk with the CEO/President of the company.
My contact phone number 416.801.1671
My account phone number 905.424.7491
Regards
Kazi Islam
k.amirul.[protected]@gmail.com

I recently purchased a refrigerator off the floor (order number 06191H2ORMH) from The Brick and it's been a terrible experience ever since it was dropped off at my house and multiple people told me to get in touch with CTV if I wanted to see any action being taken.

They dropped off this faulty fridge, took mine away and now I have been without a fridge for 1 month. Based on this experience and my previous one I cannot help but lodge a complaint as this is without a doubt the worst experiences I have had with a business.

- Besides the fridge itself being in a filthy condition (pictures attached), upon plugging in the fridge after two hours from the installation the freezer would not fully close. I called the store immediately and the representative Craig, the ‘manager' said that they would call me the next day by 3PM to arrange for someone to come to my house to look into it. By 5PM the next day nobody had reached out to us and we ended up calling the store ourselves.

- When we called again, the representative who picked up directed us gave us different information and told us to call the warranty department so now it seems like I'm getting the run-around a bit here.

- We got a hold of Craig and were told that they have to fill out a form to send to initiate the repair (why was this not done the day before?)

- We were then told the next day that someone would be coming in on Monday and to expect a call. By 4:30PM we had not received a call and were told a repairman would come the next day instead - he did not arrive the next day.

- When the repairman finally came they investigated the fridge and determined that the original rails must have been damaged and were then replaced but installed incorrectly and I now have to wait 3-5 days for a new part to come in and be installed.

- When the workers came to install the water-line, they had asked about a filter that would have come with the fridge but no filter was given to us.

- I was asked to take additional safety precautions due to the pandemic by sanitizing and scrubbing down the fridge and it was made very clear to me that my old fridge would not be picked up unless I met their standards. I opened the fridge and found it to be completely dirty and in need of a good cleaning by taking apart the shelves and drawers to clean it. I can attach images from when I first opened it. While I fully support taking additional steps due to the pandemic, I was extremely disappointed that the same safety precautions the store asked of me was not extended to their paying customer after I spent over $3000 for this product.

- On top of all this, my first purchase at the Brick (order number 03141H2JWPD) for two end tables and was told that I should expect the tables to be in by mid-April. April came and went and I did not receive a phone call and ended up calling the store myself. When I asked them about the order I was told to expect them at the end of August which is a significantly greater amount of wait time.

- The only way they seemed to be responding was Instagram messages and comments. The social media team (Tara and Jasmine - the others did not give their name) kept saying the message has been delivered to ‘upper management' and said someone called Vasco (the regional manager) is supposed to reach out to us. No one by that name has contacted us. Now we found out they kept deleting all the negative comments including that of other customers on their page, not once but 4 times. When she asked why the comments were deleted - they denied it and blocked her account. I also have proof of this. Businesses might be complacent, but this is going above and beyond to avoid customer service.

- After this, another customer said she got her issue solved by going to the store. My partner went to the store and the employees tried deleting proof of communication on social media earlier, so she decided to record the interaction. She asked to talk to Craig - the same guy we were dealing with. Besides saying he is not willing to cooperate, he was not even wearing a mask. (pictures attached, we also have videos) asked, he said it was not mandatory at the Brick. He also refused to talk and told her that he will call the cops although all she was doing was asking him questions regarding the fridge we paid for. It is also to be noted that another customer seems to have been given the privilege of being compensated for their inconvenience, but my partner was threatened to have the cops called on her. We have the whole interaction on video in case Craig or anyone says otherwise. I wonder why she was discriminated against?

I'm frustrated beyond belief with my experience at The Brick and we found out a few people feel the same. It seems you do not respect your customers' time or money by not honoring deadlines and not reaching out to them and instead having them follow up (I had only once received a follow up call - Craig said he has made multiple calls but I would like to remind them that call logs exist). I am not even expecting white glove service, just some decent customer service as a paying customer.

I submitted a warranty claim for my love seat and sofa back in January 2019, by the time it was finalized, I went to the store reselected a new sofa and love seat similar to the one I had, there was an extra $1, 200 that my husband financed opening a new the brick credit card . As it was not in stock, although the sales person assured it was not an issue, it took three months for the items to be available . Once the item arrived the nightmare began:

Issues

1- Original purchase for the furniture was done online on boxing day and there was a headphone gifted with the purchase that was assigned a price on the invoice as opposed of being $0. As a result when my warranty was processed I received less than what I paid for the sofa and love seat and the customer service told me she could not do anything about it. Could she had given a credit for the amount considering I was going to reselect ?

2 - first delivery attempt the furtunire was broken, it never left the truck. Before unloading the item from the truck the driver said there was something wrong and opened the box to see the leather piece from the recliner was loose. As it is not posible to know that something is wrong before opening a sealed box, my guess is that the driver already knew .

3- attempt # 2: the drivers brought the wrong item, it was manual and I had bought a power reclining sofa and love seat . The drivers did not know that the love seat required assembly and told us it was two chairs plus a console.

4- Attempt # 3: the drivers damaged the new sofa and love seat transporting from the truck to my appartment as they took off all of the protective cover from the furniture claiming that it would not fit otherwise . Drivers from attempt # 2 did not to do this and managed to bring up the furtunite without damaging it - it was just the wrong one- Also ripped the console cover from my love seat when bringing my furniture back.

I am very exhausted to deal with the drivers and customer services .

- the first time I called customer service to inquiry about the delivery, the lady I spoke with told me the items were not in stock as the furniture I bought was not popular and outdated.
- every time drivers will argue with me to keep the furniture and exchange it later as they will not get paid if the delivery is not complete.
- they tell me the new furniture quality is suboptimal and that the leather will peel as the previous one - to go to Ashley furniture - delivery attempt # 1
- customer service does not follow up - they had called on Monday July 22, 2019 saying that a delivery was scheduled for Thursday without acknowledging what happened last time and giving a resolution of how they are in contact with the delivery company/division/third party to ensure there are no delivery issues.

At this point after seeing this furniture ripped, damaged before being unloaded from the truck, arguments with drivers, arguments with customer service - I AM EXHAUSTED-
My superintendent has asked me to pay $150 dollars to put the elevator in service again.
I get a bill in the mail every month to pay for something I am not in possession/enjoying yet.
I feel very negative about this whole experience and wonder how I can get my warranty money to buy a replacement elsewhere for my now completely damaged furniture by your drivers.
I do not have the time or the energy to keep getting damaged deliveries . I have not found a customer service at Ashtonbee store that takes ownership, follows up and gives me a resolution.

What are my options, I am tired to deal with the Ashtonbee store ?

[removed]
[removed]
[protected]@gmail.com

On Thursday Sept 18/2014 I received two different flyers from the Brick (The Brick Clearance Centre) other The Brick Grand re-opening. On Saturday September 20th 2014 I arrived at 20 Ashtonbee rd The Brick location mentioned at 3 am to be in line up. At approx 8:40 first manager arrived.He told us that he is not sure if his location would be drawing the to that he was supposed to be receiving a phone call from head office at 9:30, at 8:50 he came out with other person gave each person ballet and pencil and repeated his speech I asked him why in flayer it states Saturday Only be in line before 9:00 Saturday September 20th and enter to win 1 of 7 50 inch Sam sung T's No purchase required draw at 10:00 must be present to win. He said if you read flayer it says all of Ontario Were in big letters it says All of Ontario is Celebrating The Grand Re-Opening of our seven newly renovated stores in and it lists the seven stores and there addresses there were other draws said one online inst ore which was not it was ballet boxes at 9:30 manager spoke on Speaker saying head office called saying there was no draw for to at this location. I am very upset he gave out ballets prior to 9 am even to two young girls were other person from brick told us you had to be 18 to enter in draw I heard manager tell other person Scarborough location winner was at Brick at Lawrence and Kennedy rd I didn't have other flayer from that location with me I have it in front of me and it has total different sales promotions etc I went there they said they had no draw that was only for the 7 newly renovated stores I filed complaint with better business bureau please email me what is going to be done about this situation
thank you for your help very much appreciated
Betty Crawford

Last week I went to the Brick which is on the Eglinton and Pharmacy. Let me tell you the address of that place, so it's 20 ashtonbee Rd. Scarborough, ON. I was there on July 6, 2011 to buy Bed set and mattress, so I bought everything on that day and finish it with cash and everything. After 3 days they deliver it to my house. First it was mattress, so what happen it was like this when I receive the Mattress it wasn't the same as I chose it in the store, they brought for me different mattress not the same as I chose in that store The Brick. The mattress I chose it had more flowers on it and the colour around the flowers was blue, but the one they send it to me, the flowers were less that mine mattress and the colour around it was different than mine. The one the brought it it was grey colour around the flowers. I went today to the store to tell them that they send to us the wrong mattress, but they don't believe me and they didn't even do anything to help me. I had my mother with me and my sisters because on the day we bought that mattress they were with us. All of us saw that mattress with our eyes. The manager told us that we are wrong and we are lying to them. We didn't even open the mattress, it's still in those plastic bags. Can you tell me what should I do next? Also, at the end the manager told us that if we wanted to exchange it than we have to give them 250 for the charge. That is not fair because that is not our problem for the mistake that they made it. Today July 8th, 2011 I am very angry at them. Not even agree with them, it's their mistake.