The Brick
reviews and complaints

Brick has the WORST service for extended warranty for all their items. I bought all my furniture and appliances from Brick. At the time of purchase, the salesperson sold me all the extended warranty with a lot of confidence. Later when I contacted Brick for service their response was horrible.

-My dishwasher had troubles several times since I bought it. They came 3 times till now and every-time is a new problem and they don't want to replace it with a new one.

-They don't do appointments on weekends or evenings (past 4pm). I took a day off for one appointment. The day of the appointment I called to check when they were coming, and the CSR told me my appointment was moved to a different weekday for 'Logistical' reasons. They did not accommodate anything to rectify their mistake. Told me straight up to take another day off for the appointment.

- They refused to fix my leather sofa saying that we tore the sofa ourselves therefore warranty doesn't cover that. We don't have kids, pets or didn't do anything aggressive with it other than sitting/lying down on them.

Brick has the worst service ever, you don't realize it when they sell it to you. The moment you pay and walk out of the door, they don't care anymore. Sears is much better. I bought another set of sofa from there and they replaced the whole set as soon as I complained about a couple marks I noticed after a few months.

Please don't waste your money, time and energy on Brick. They are the biggest losers in the market. Cheap quality, bad customer service and salespersons are trained to steal money out of your pocket.

A Big barrel of lemons for The Brick Kirkland

I'd like to share a very negative experience we encountered with The Brick in kirkland.

I went shopping for a King size Box Spring and bed frame last week with my husband and decided we would like one that matched out mattress which was a Sterns & Foster. Seeing as The Brick are one of the few places that seem to be exclusive for that brand (think twice before buying Sterns & Foster), we went in to purchase said items. We were served by a salesman named Nick who quickly sold us the box springs & frame and then proceeded to tell us that they were not in stock and would take a week before we could expect delivery. We went along with it, since we were still sleeping on our old bed in the meanwhile. Fast forward to Saturday August 26th (a week later) and we receive a call that the goods were going to be delivered tomorrow (Sunday August 27th) between 9:40am and 12:40pm. Finally! We quickly got rid of our existing bed to make room for the new arrival and then patiently wait for delivery. At 12:40pm, the truck shows up with a queen size box spring which clearly is the wrong size. Realizing the error, the delivery men pack up the wrong box spring and tell us we have to contact the store. They depart and leave the bed frame behind.

We get into our car and go to The Brick to see what they can do (as there motto on their invoices is "it is our commitment to serve you, our customer ). We line up at customer service and explain the dilemma to the woman at the counter (Andrea). She tells us that we won't see another delivery until next Tuesday, maybe Wednesday. We explain to her that we already have been waiting for a week for this box spring and that my wife and I who are both in our fifties no longer have a bed to sleep on since we discarded of the one to make room for the new one. She was apathetic about our situation (in fact seemed like she couldn't care less) but said she would speak to the manager to see if they could do anything. She returned to say that if we would take something they had in store they would get it to us. We reluctantly accepted to take a box spring that would not match our mattress and then she says "Okay ... delivery will be Tuesday or Wednesday). What? I exclaimed, you are offering me the same delivery date that you did in the first place but now you want me to take something that you have in the store instead of what I ordered? I told her to never mind everything and just refund my money to my credit card. She replies "I'm sorry I can't refund you until tomorrow because the invoice is not available at the moment". I tell her that tomorrow is fine, but just to be clear you are refunding the entire total; correct? She tells me that if I keep the bed frame then they will still charge the delivery fee. What?, the bed frame easily fits in car and needn't be delivered I explain to her. She tells me that I need to bring it back if I want the delivery fee refunded. So guess what, another trip home and then back to The Brick for me. I arrive back and get this, she then informs me that I shouldn't have brought it back and they are not responsible if it gets lost in the store.

So, 3 trips to The Brick and nothing to show for it. In fact, as I write this they are still holding both my money and the goods. If I don't get credited tomorrow, I will call my bank and dispute the charges of course, but still a hassle nonetheless.

Through all of this, the manager never came out even out once to see if he could help us. Despite the fact that this was completely there error and we are just the innocent victims, there were no apologies from anyone at anytime for anything.

So all this to say we had a very negative experience there and so a very big bag of lemons to The Brick (although I don't know if they are all as mismanaged as the Kirkland location)

Hello, I purchased extended 5 year warranty on a Kitchen Table and 4 chairs purchased from the Brick. I contacted to see what my warranty would cover. The Brick sent over a person to assess. In about 1 weeks time, after being promised to be contacted, I had to reach out to the Brick. The individual I spoke with stated, "I was about to call you". In any event, I was told that Warranty would cover a replacement set. I waited another week for the item to come in stock, and was then contacted and told that I had to pick up the item from the warehouse. I questioned why the item would be not delivered, as the item was no longer up to the standards from the manufacturer. I was told bluntly that the Brick does not cover delivery on warranty. I was then told that I had to disassemble my old set, which is basically garbage, and return it to the Brick, BEFORE I would be given the replacement set, even though the old set is firewood. Since the Brick does not deliver warranty, I do not understand why I have to deliver garbage? The amount of effort in to what my understanding is supposed to be a "hassle free" extended warranty service, is Legendary. The woman I spoke with when I politely questioned the policy and its lack of customer friendly status, quite bluntly stated "I have worked her for 18 years and it has always been this way". This does not make it right. Going forward, with the purchase of my new home this fall, and with an entire house now to furnish, I would never reccommend the Brick, nor will I spend any further monies at this or any other Brick Location. If you do not wish to honor extended warranty, you might as well say so, rather than make so many layers of red tape, and a difficult process to acquire the warranty item. Not everyone has large vehicles that they can simply return large items. Or tools to disassemble. Pregnant single mothers, elderly persons, and also to pick up the item. This is not a friendly store, or service. The only positive outcome would be to come to the home to pick up the damaged item, and at the same time swap it out for the new/replaced/warranty item.

Hi There. I am writing to let you know of the awful service I received this weekend at the Brick in Beaconhill, Calgary. Order #081771XHCAM
The salesperson was phenomenal, Dominic D. He was extremely professional, helpful, and informative. An extreme pleasure to work with.
However, the customer service desk was not helpful and lied to me to cover up it's mistake. On Friday Aug 18th, I paid for my order in full and requested delivery for Tuesday (my day off). The lady at the desk said that they can schedule me in for Sunday August 20th and that I would receive a call Saturday evening with a window time. Saturday night I did not receive a call so i called the Brick at 10:08am Sunday morning and the lady at the desk said that there must've been something wrong with the automated call system and that my delivery was for 11:20-2:20pm. I was concerned so at 11:24am I called the desk to double check my delivery was in fact coming today. She said yes and to wait until 2:20. I called at 2:06 and the same lady at the desk said she would send an email to their shipping company and that they would contact me asap. I waited 20minutes and called the Brick back and spoke to the same lady again who said that there is nothing she can do as she can not reach the freight company. It was now 2:40 and she told me to wait another 10 mins. I told her that I have a family event to be at and if it’s possible to reschedule for tomorrow. She said the next delivery wasn't until Thursday. I asked her to try the shipping company again. She put me on hold 3 times and came back to tell me that the best she can do is give me $50 off my delivery price but that I'd have to wait until Thursday. I told her I was working Thursday. She said she'd try the shipping company again and call me back in 10 minutes. She called me back in less than a minute and told me that there was delivery scheduled for today and that she remembered me coming in on Saturday to make final payment and told me that it was scheduled for Monday. I was extremely upset at this point because now she was lying. I asked to speak to her manager. Harpreet, General Sales Mgr., comes on the phone and I told him that I have waster my Sunday waiting for a shipment that I just found out that wasn't even scheduled. Why didn't the lady at the desk tell me the first 3 times I called that it wasn't scheduled. Whose order was she looking at then this whole time. All Harpreet said was "ya, sorry this was a miscommunication." I explained that this was not a miscommunication but in fact a lie. He said the best he can do is not charge me for the delivery but that I'd have to wait until Thursday. I told him I was working and that wasn't good enough. He said he'd go through a 3rd party delivery and have them deliver within the hour. I was satisfied with that. He then calls me back and tells me I need to pay his driver. Unfortunately, I didn't have cash on me and I had already left for my family event. He insisted that I do him a favor and go to the bank and pay the driver and then he'd pay me back. When I said that wasn't convenient for me and that it's his responsibility to make this right. He said sorry there is nothing I can do and just sat there on the phone with no comment. I asked him to cancel my order and refund me in full and the way that I paid for it...$1000 cash and the balance on debit. He said sure no problem come in. I went in around 3:15pm and Harpreet to me to customer service and they informed me it's impossible to refund me any cash. When I asked Harpeet why he said it was possible over the phone he said, "sorry I didn't know." I was refunded in full. I would appreciate someone calling me or emailing me back with an explanation as to why your employees can lead a customer astray, lie to them and then do nothing to take responsibility for it, but instead to continuously inconvenience the customer.

Hello,

I am writing to express my concern with the furniture quality of the sofa and loveseat we purchased at The Brick. The product we purchased was the "Dax fabric sofa and love seat". You can review my order under the telephone number [removed].

This sofa and love seat are in an area of our house that are not used daily.

In December 2016, we contacted the Brick as the seams on our purchased furniture were ripping. At that time, we were sent New cushions and an apology.

We now have ripping seams on the cushions that were not replaced. The seams on the "throw cushions" are also ripping. The cushions were purchased and delivered with the sofa.

I contacted the Brick and am frustrated with the response. I was told there was nothing that can be done anymore and that "I should have purchased extended warranty". I was also told "throw pilliows are not covered because they are accessories".

I further explained that I shouldn't need to purchase extended warranty on a product that was already proven to be flawed. I was then told I shouldn't have waited to call and should have called when it occurred. I explained, these are further rips in seams of cushions that were not previously replaced. I was then informed once again, nothing can be done as I did not purchase extended warranty.

I would like my case to be reviewed as I feel there is a defect with the product. It's is not normal to have issues with all seams including the throw cushions. I believe, a reasonable resolution would be to have the subsequent flawed cushions replaced.

Regards,

Kristie [surname removed]

Bought a Bedroom set.
Brick Sales Order Number: 071074EEKYB
Looked at the store. Could not decide on it. However next day ordered it online. During the online process, it asked for the shipping charge, I agreed and paid. During the online purchase steps there was no clear mention that i am not buying set up or box removal. Bought furniture few times. Everytime from store and always delivery man set up the furniture in past. The brick delivery guy came here today and said he is not going to set up or take the boxes. He shows me a (R) on the invoice, explaining that means no setup. When we insisted he left without delivering furniture. What a day. We could not go anywhere on this weekend expecting the furniture delivery today. Weekend become complete waste.

Dear Sir,
I bought a fridge 10 days ago from the Brick furniture in London. I talked to sales person Rebecca about the dents in the fridge in the model room and she told me that she will deliver a new one to me but they have delivered me a damaged fridge with dent.
When I talked to the store manager she refused to discuss with me about the issue and I said to her that her behavior would damage the store reputation and she said it is already damaged and we don’t care about it now. I bought many appliances with extended warranty and my plan was to buy sleeping room, living room and dining room but it looks I need to hold on after this strange customer service.

I am looking forward to hear from you ASAP

Imad
Cell: [protected]
[protected]@yahoo.com

Hello,

I purchased Two sofas, 3 chairs, an ottoman and a couch at Edmonton South Common Brick Store in June 2017, store did not have any of the items in stock, and offered to deliver them. Now they said they will be receiving one couch in July and rest of the stuff in August. I was ok with it and we purchased it. To my understanding it is stores responsibility to deliver items all together, them not having in stock is not customers problem. My sales person and the sales manager Akash/akshay told me they can only do one delivery for free, which is usually not the case, I have purchased items from different locations in the past with similar cases and those guys always did free deliveries every time something was not on hand . They delivered one sofa in july I had to pick a small item up at the warehouse and now they are asking me for money to deliver the rest of the items. Which To my understanding it not fair. If this is how brick deals with it's customers then I will never ever go back to brick.

March 21, 2016 we purchased a 9 piece dining set from your Barton St., Hamilton, On. location. We weren't going to purchase an added warranty but on the advice of our sales person, we did...because we have small grandchildren. We purchased the 5 yr. All warranty that she said would cover all potential issues.
The table got badly scratched from the kids playing with their Tonka toys on it while we were away on a holiday. We went to the Brick to inquire what to do and they sent out a Technician. He told me that it was not misuse, but an accident and that it should be covered - all they needed to do was replace the table top. He even told me to fight it, if it was turned down because it wasn't misuse. That was on Thursday, July 27th.
I called to find out the status on Wednesday Aug. 5th. and was met with a rude young lady who informed me that it was deemed misuse because there was more than 2 scratches. I asked to speak to the store manager and she replied "He'll call you when he can fit you in"! What is that! it is now August the 11th. and he hasn't been able to "fit me in".
If you check our history, we have spent over $15, 000.00 at The Brick and have been loyal shoppers there since the 1990's. Is your cost of our table top really worth losing us as a client? Is your sense of customer appreciation and Good Will so defunct? We deserved far better from you than what we have received. Your salesperson lied regarding the warranty coverage, your technician lied regarding what was being put in the report - or the rude person at the store lied about what was in the report - and also lied about the manager not being available - ever.
We simply want the table top replaced and our warranty covered - which we paid for. We also want a reply back regarding this matter. I don't want to be ignored. The cost of our extended warranty is probably equal to your cost of a new table top. A lot of circumstances during a normal dinner party could cause more that 2 scratches. That is the dumbest warranty remark I have ever heard.
The entire staff at this location needs customer service training. The store is almost always empty and you have to wait while salespeople run and ask the manger questions regarding purchases. Funny how he's available then.

I have a complaint about the false and non respect of the 10 years serta mattress waranty! 2 times in 6 month a technician have come! Those 2 times the edmonton office decide not to honored it even if I had all the perogatives to be indemnize with new mattress... Do not buy at the [censor]! They do not care about customers! Sue them in court like I will, if the same happen to u! Thanx

I purchased 6 of the Chelsea Dining Chairs in January of this year and by February the seat had already dented in where one would sit. I can literally feel the wood base thru the cushioning. The Langley Brick took a few months to finally get a technician to my house. The tech came out in June and deemed it wear and tear. Back in Feb the chairs were still brand new and I even offered to just drive back with them.

My previous chairs were over 15 years old and still are better than these Chelsea chairs. I expected an exchange for a better product but instead got told it's "wear and tear according to the tech and there's nothing the Brick can do." Very disappointed in the lack of customer care.

1 month before we moved into our new home my wife and I purchased a entire living room set together with matching coffee table. On the day of the delivery the driver told my wife that the glass for the table was back ordered. The sales consultant Patrick apparently did not complete the invoice and I have a base with no glass top. Maybe if he wasn't so hurry in taking my money... because he "had another customer waiting" this would not have happened.

My stuff came in boxes and I no problem assembling them myself. But what a disaster... I purchased 6 chairs... Only 4 had all the parts. I had to return the other two.

The coffee table when assembled, the base and glass would not be straight. The holes for the base was twisted.

This had to be returned.

So out of a dining room table and base, 6 chairs, a coffee table and base... All I have is 4 chairs, a glass for a coffee table and a base for a dining table... What a disaster.

And the service from the management of the store was disgusting. They refused to offer us any type of redress or compensation. Roy Joslin and Jaspreet Kaur didn't care.

I will never purchase anything from Brick again.

Hasan

I went into the Brick in Nanaimo with my wife to look at recliners, we liked one that had a price tag of $399 with a sign above it stating 20% off this with an arrow pointing towards the price tag and it was on sale until Aug 7 I believe. Picture attached. When it was getting rung in the total came to somewhat like $464 so I asked about the 20% off and then the salesman says oh its not off the $399 its off the original price of $599 the $399 was covering. He said he was in the process of changing over the price tags. Said some bullcrap story like he cant do it after hours. Uhm should'nt it be done before the store opens. Called the manager and she offered another 10% off the total. We found that unacceptable as that is not what was advertised. We will never shop at the Nanaimo Brick again as they the ones that cant get their crap together with their sales signing. Off this price with an arrow pointing to the price is pretty self expanatory, then they dont have the balls to back it up. Bad organization, bad management, the salesman did not say anything about the 20% off coming off a different price when we were discussing the chair for purchase. Get it together Brick as you just lost a customer. Anywhere else would have given the 20% off the stated price.

My family and I just moved to White City saskatchewan and we have been purchasing our furniture from the brick.
We bought a kids bed that was as is.My husband and I had a thorough look at the bed before buying and decided to purchase the item.
The item took a week to be delivered to us although it says as is, we were expecting to just take it as soon as we bought it, but they said that it has to be delivered.
Anyway the following week when it arrived.it came in pieces, it was bruised, busted up, to us it looked like it has been used and reposed and there was no instructions.
I called the brick to complain, I even went into the office and spoke to the store manager Trail Bars who told us to emailed him pics of damage which we did but he never got back to us.
After the weekend, we want back into the store to see Trail who has just went to a conference call for a hour as soon as we went into the store.
We then left our phone number and ask for him to get in touch with us so we can discuss the beD and it's conditions, but he never got back to us.
We had picked up a printed instruction from the store which they downloaded.
This morning ;after 2 weeks We decided we will let it go and put the bed together. When we open up the package with the hardware lists:there were not the right hardware and not even the right ones.
I called into speak to Train again and for some reason he just stepped out the office while I can hear a male voice talking to the sales person I was talking to on the phone.
So now am stuck with a $490.00 damaged bed with no tools and hardware to put it together, and train isn't responded.
I need help please.
Thanks
Karen Edmonson

I bought a double reclining couch, a reclining chair, a queen size bed and a kitchen table and a dining room table and six chair last August 2016. A major purchase for me as I'm retired and on a pension. The chair and couch had small rips from the delivery men and when I complained, a month later was given a glue on vinyl patch, which doesn't stick and peels. One of the dining room chairs broke after the second time it was used. I complained and asked for a replacement and was told if I didn't buy a warranty, which was never mentioned at purchase, they couldn't do anything. I always believed that anything purchased had at least a year warranty. I will never buy another thing from the Brick .

I newly migrated to Canada and visited on Sunday, 16th July 2017 the store located in Montreal (location is 7999 Boul. Les Galeries d'Anjou
Anjou, QC H1M1W9).

I wanted to buy sofa, bed, mattress and the dressing table from the store. It started well when the sales man showed me all the stuff. While I was going through the things to buy he mentioned that the financing option is available but did not informed me about the criteria. I like the stuff and wanted to go ahead with deal and use financing option. At the time of checkout he informed that bed is not available now and it will take more then a month to get delivered but he promised to comeback to me in 48 hours and will try to arrange for some other brick store. I was ok with that and informed him that I would like to get it delivered on Thursday, 20 July 2017 as I want to move to my new apartment. So I paid the advance of 450 CAD. Then next 2 days no calls received from him. I did the follow up and was informed that he is not working and I was being told to call back. Finally I got hold of him of Thursday, 20 July. He said to come to store as I need to sign off the financing lease + the bed is available now. My first answer to him was that why he did not get the agreement signed when I visited the store on Sunday, 16th July. I am person who is doing job and not come again and again and the store location is very far from my place. But I came to the store same day Thursday, 20 July 2017. His attitude was very rude. He informed that for financing I should hold a Canadian credit card for 2 year. My question was why he did not informed me about this when I first came to the store. He acted rudely and mentioned that whether you want to go ahead with the booking pay full amount or cancel the order. I said I want to meet the manager. I was surprised to see such a reaction from manager when he was not understanding my concern. He guided me properly regarding financing part but was not willing to listen to my concerns. Finally I agreed to pay the outstanding amount from my debit card. I was about to pay the amount but before paying I told sale man to let me know when I will get the things deliver. The answer was 1) bed is not in stock will take a month (which he informed me over the phone it available), 2) sofa I can get the one which is in display as it is also not available in the stock. I was so upset with the attitude that I cancelled my order of 3000 CAD. So to conclude: very bad customer service + staff (including manager) needs serious training how to handle the customer. Hope my complain will be taken seriously.
Thanks.

Hi sir or madam,
I bought a speaker in your Kitchener location from a sales person named Vineet. I paid $90 from my master card which was on sale on the May 23rd. Although I still haven't got my speaker until now. When I called customer service and the store, they said they don't have any in stock and that I have to wait. When I go online to The Brick website and searched my speaker, it shows that if I order now I will be able to get it in 3 weeks time. The sales person told me the same thing and it has been more than 2 months. So I want a solution and action to be taken; Because of this, you guys have kept me waiting so I want my tailgate speaker and my money back as well. On the file The Brick has, my phone number is [protected] and if you want to call me, please call [protected]. Thank you

I have made many purchases at the Brick in the last 7 yrs. I also bring many customers to the Brick store in LaSalle, Québec for their purchases. I am well known to the staff in the LaSalle store.

First of all the sales rep. Tell you that the extended warranty is fully reimbursed if not uses!
It is not reimbursed at all. You get a credit note that you must use within 90 days of its expiry date. Also, you can only use it to purchase furniture, mattresses and decorations. If you do not spend the full amount of the extended warranty (one shot deal) you lose the balance of the credit.

Also, no one will advise you when this extended warranty is expired so you must keep track of this yourself. Otherwise you lose the total amount of the credit which is due to you.

This being said, here are two very bad experiences that I am now dealing with:

1) LG refrigerator extended warranty:
Purchased March 23/2012. Warranty cost: $229.99
Deadline for use of credit note: June 22nd/2017

I purchased a Metal Art piece and a shag rug with my extended warranty on June 9/2017. The total amount came to $387.47. I paid the difference of $127.48.
Now here is the problem: My extended warranty credit note was denied.

In April/2015 my fridge light was no longer working. Being that I often go to the Brick, I mentioned this to them explaining that I tried changing the light bulb and nothing changed. They told me to call their service dept.
I said: Will I lose my extended warranty because of a light bulb. The sales rep. Said not necessary, it will depend on the problem. Just call them.

On April 13/2015, a service man shows up at my place and walks to my fridge, opens the door, opens a little panel on the side and removes the switch then reaches into his pocket and pulls out a new switch to replace it.
I asked him how did he know this was the problem,
He answered this part is known to be defective and was to be replaced with this new one before leaving the manufacture. They must have missed this one. It took less than 5 minutes from the time he arrived to the time he left.
So I said to him: so this means I will lose my extended warranty credit because they missed replacing it before leaving the manufacture.
He replied no, this should not affect your warranty at all. You let them know this if they do. It is a known fact that this is a manufacturing problem.

Well they did cancel my extended warranty credit note and I did tell them about this. They replied to me, the minute you make a service call, your warranty credit is cancelled.

I called LG's call center and explained all of this to them. They did confirm to me that they had a recall regarding the fridge's light problems.
They also said that with or without a warranty, this would have been replaced at no charge. They also said I did not need a warranty neither from them, nor from the store to have this part replaced.

So, today, I called Trans Global Services with this information and asked them to unblock my extended warranty credit. Remember, I am still waiting for my art painting and rug witch I already paid the deference owing of $127.48.

Trans Global Services ' call center rep. (Jovani) answered the telephone laughing and said hello! I hesitated and said hello? Then the call center rep. laughed again, very unprofessional. I requested to speak to a supervisor or a manager he kept ignoring my request and still laughing asked me why I was calling...After many unnecessary questions and arrogance he kept putting me on hold.
I kept insisting to please transfer me to a supervisor or manager.
Finally, I spoke to Omar (a supervisor) only to get the same arrogance and absolutely no cooperation or sensitivity to my problem. His mind was already made up before he even started to talk to me. He kept repeating himself.
He would not even consider the option of unblocking the credit.

What an awful way to be treated by a Customer Service representative and a supervisor. Especially after being a very good Customer for so many years and also bringing so many new Customer to the Brick store.

I do not understand the way we can be treated so badly.

On Thursday July 17 I recently had a washer and dryer delivered and it wasn't horrible experience where they left water all over the floor and had to clean the mess up from the old washer and dryer called customer service in Windsor to let them know all they would give me was a 50 store credit all I wanted was to get back the delivery fee to make it right and they said no only 50 store credit I am very upset as this was all I asked for

The salesman was okay. He did some sly things during the transaction, but I still proceeded with the purchasing of 3 appliances from The Brick at Heartland, Mississauga. The Brick has this asinine policy that you can not return appliances back to the store directly; beyond 72 hours from delivery. I purposely used my washer and dryer twice over the course of 9 days of the units being delivered, and my washer started to leak from the bottom of the door. When I called The Brick, I was told to Google the phone number for Samsung online and they will deal with it. Unfortunately, beyond the 72 hours, there is nothing the Brick could do for me. I have an extended warranty and manufactures warranty, and the unit was leaking after only two uses and they told me...to contact Samsung directly. I proceeded to speak with Mark (store manager) who had absolutely no Customer Service skills. Subsequently, he proceeded to tell me the same CRAP. July 20 @ 9:05am, I had contacted Samsung at [protected], to discuss this concern. I had told Marilyn (Cust Svr. Rep #4094887) that I do not wish to waste my time on the phone, I need for the unit to be replaced. She told me after 30 minutes that she only documents calls and forwards the concern to the repair dept. Did I not ASK this girl before we had started the call, if she (herself) could help with this type of situation and her response was "YES". LIES ALL LIES. she then told me that Samsung would only repair the unit and not replace it. WHAT THE HELL..."I called THE BRICK about this issue on July 17 and I have been getting the run around ever since". I am going directly to the store that I had purchased my 3 appliances from because "SOMEBODY" at the Brick will be resolving this matter. I gave the BRICK my money and the BRICK will be dealing with this DISSATISFIED CUSTOMER.