The Brick
reviews and complaints

Was in the Belleville store on Sunday.

Purchased a Beautyrest Signature King Mattress and Boxsrpring along with a pillow and mattress protector.

The salesman in the store was very helpful and put us on the bed we really wanted. He then told us that the mattress would be available Tuesday but we would have to wait for the boxspring so we set up a pickup for the next Saturday.

Saturday comes and I get a call from the store saying “Your order is here and ready for pickup”.

I advise them I will be there shortly so I hook up my trailer and drive into town to pick it up.

I get to the pickup doors and they tell me your mattress is not here. I said you just called me and said it was ready for pickup and I explained that the mattress was suppose to be here Tuesday and we were only waiting until Saturday so I could make one trip as we were waiting for the boxspring.

I got told “ oh we don’t speak to the upfront employees so I don’t know why they would call you”

I drove away after wasting my time on a Saturday driving to pick up my order that wasn’t at the store so I called the “front” of the store to ask why I would be called and told my order is ready when clearly it wasn’t.

The response was rather ignorant. “Well your boxspring and pillow are here”

After explaining that I can’t exactly sleep on a boxspring without a mattress and didn’t really appreciate having to drive into town when gas is $2/litre and wasted my time I was rudely asked “is there anything else we can help you with?”

I didn’t respond to that and hung up.

If I was told on the original phone call that my mattress was not in stock and not ready for pickup that would have been fine. Calling me and telling me the order is ready and wasting my time and gas to pick up my order only for it to not be there is quite unacceptable.

So in turn The Brick does nothing to compensate my gas and time and I still don’t have a mattress.

Not happy and quite disappointed in the responses I was given.

I purchased my appliances at the Newmarket Brick on June 28, 2022, with Sara. While talking to Sara I advised that I don't have a gas line since I purchased a gas range. She assured me that they could install a gas line while finalizing the sale and quoted a price of $210. I confirmed this again and she showed me the charge on the receipt assuring me of this. On Monday, July 4th, 2022 the technician came to my house and advised that I did not pay for a gas line installation and that the store did not understand this. He said that if I had made a payment of around $200, then the charge is for stove installation and that a gas line installation cost is around the $300-400 range. I called The Brick and spoke to a member of the sales team, he advised that Sara either misunderstood the situation or quoted me the wrong price. He then spoke to Manager and advised that they would be sending me a Tech to do an estimation and based on that cost, the $210 I paid would go towards the amount quoted. The technician was supposed to call me before Thursday, July 7th, 2022 as I advised that I sold my stove and the upcoming weeks would be impossible to get anything done. I called brick on Thursday, July 7th, 2022 as no one had called me. They told me to call the installation line because everything is good on their end and they cannot do anything. I called the installation line and spoke to Patricia. She advised that there was already a quote on my file but there was no technician sent out. She stated that they should not have charged me $210 prior to an estimation being done for a gas line and that the quote was $678.98. I am not sure where this number came from since no one came to do an estimation. The concern here for all companies seems to be money and not customer satisfaction.

On October 26, 2020 I went to the brick that is located on 1352 Dufferin street Ontario. M6H 4G4. I was a frequent customer for the brick until now. I have bought fridges, ovens, washers and dryers, and bed sets from the brick for years on years. I was looking for a real leather sofa set that would last me a while. A sales person by the name of Nisar H helped and told me that this sofa set would last me at least 6 years. It has only been less than 2 years and the sofa leather is already chipping like crazy. And yes, I cleaned it with leather cleaner and got leather protectant. I told the sales person that i wanted a sofa set that lasted long and that would not wear and tear easily because my family and i sit on our couch often. I spent about 5 thousands on this set. I am so disappointed in this quality and false information i received. This is my last purchase with the brick. I have been having many issues these past years and this was my final straw.

We bought a Samsung 75" TV from the Bricks store on Merivale in Ottawa, it was delivered on Friday, June 17, 2022, to our place in Leduc. We mounted it and watched it for the first time on Tuesday June 21, 2022. On Wednesday, June 22, 2022 (the next day), the TV stopped working. It will start like it booting then go off repeatedly on end. It will neither come on nor go off using the remote. We've had to turn off the socket from the mains since we can't turn off the TV.

We contacted the Bricks in Edmonton (which was responsible for our delivery) to complain as the TV is a dud, we asked for a replacement. They told us to contact the bricks in Ottawa where the purchase was made. The Bricks Ottawa then asked us to contact Samsung as there was nothing they could do for us.

We contacted Samsung and have been waiting but nothing has been done a full week after this complaint. I do not understand why Brick is sending me to Samsung when they sold a dud TV to me and made me buy a warranty on the TV too. I am not asking for a refund at this time, all I want is a TV that works.

Friday June 24th, 2022 @ 10:00 am

Purchased a dryer and the machine was not fully put together. The dryer door was missing screws to keep it together.

Went in to ask for a refund since I was not going to wait weeks for a new dryer to be delivered or to wait for an appointment with your repair person.

Asked for a refund. Agreed on $60.00. Was asked to wait 5 minutes for the paperwork. Waited 10 minutes then was told to wait another 10 minutes. I was frustrated and said then I want a $75.00 refund. The Manager came out and rudely yelled from a distance with other customers around "you only get $60.00 or you can wait for a new machine or a repair appointment".

Overly frustrated I left the store. My husband went in the store later that day to present the credit card that was used and we got a refund of $59.99. I took that as a slap in the face...not $60.00 but $59.99 like he got one over on me.

Horrible customer service from the store manager.

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.

Bought a recliner, "as is". After it was delivered realized it had a major factory defect that was not specified when purchased. Although the Brick promised "factory warranty" they claimed it could not be repaired and offered for the cost, not including the extended warranty, could be applied to another store purchase. That amount would not cover the purchase of another recliner, and why would I trust a company that was so deceptive with the first purchase?

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….

Hello I bought a 72,000 bbq on Friday, June 17, 2022. We got it home and assembled it last night, June 20, 2022. While assembling we noticed there was no handle for the lid. We called the Chatham Brick and they did nothing to help us. Basically told the handle is in the box. We confirmed it was not in the box. Instead of suggesting some help they said it was our word against theirs. There was absolutely no customer service at all, just accused us of lying. We need a handle.

Wanted to purchase major appliances for a new home, was told that a lot of brands had delays due to production issues, ended up going with LG because we were told that it doesn’t take long to get the items. Purchased in Dec 2021 and was told that should be getting products in January 2022. Received stove, dishwasher, washer, dryer, each as separate shipment. By March 2022, fridge still didn’t come, so we contacted our sales associate who told us April. By April, still no news. Contacted store, and each time seemed like a different answer, and the most recent response is July 2022. Terrible customer service along the way, rude staff, and a lot of lies. If we knew it would take 7 months to get a fridge we wouldn’t have gotten it in first place from the Brick. Sales associate extremely rude, would not take any responsibility and shows absolutely no sympathy for our case. Contacted him a week ago to provide an update and contacted again after not replying to us. Absolutely terrified of what we got ourselves into and would never purchase with the Brick again with this level of service and treatment received from its employees.

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