The Brick
reviews and complaints

I ordered and paid over 2k for a washer/dryer set in May. Initial expected delivery way June. It is now October and still no washer.

They have stopped updating me and when I reached out to them they said anticipated date is beginning of November. When pressed they admitted this date may change as it gets closer. So basically they took our money 5 months ago and have yet to deliver the product.

I need to discuss my warranty claim filed less than 30 days after purchasing a couch and it's piling and looks old. Sales lady told me everything is covered, dog damage absolutely everything, no one said anything about things not covered. I was scammed and now I paid a lot of money for a couch that in less than 30 days is clearly defective. Store manager is very unhelpful, and unwilling to even send a technician or entertain any options to make this right.
I'm extremely unsatisfied with the brick and your customer service.

We bought a you whirlpool dishwasher from the brick and paid the at the time exorbitant extended warranty on it and she did take a few dollars off because it was a floor model a few minor scuffs on it. Within a year we started having problems with the display LEDs not showing up or being extremely dim and then the membrane keypad use to change the settings and turn it on will only work intermittently creating a lot of frustration. We got somebody from the to come out and look at it and he definitely said yeah that is not how it should work and left after about 15 minutes. It is now been approximately 4 months and we've not heard back from anybody at the company, King and State.

Currently I would not recommend buying from any company that uses King and State to do warranties on the products they sell.

I bought a fridge as is and a part was broken that is needed to seal the fridge so they ordered me a new part. I waited 3 weeks for the part and then was told I would have the part no later then October 19th and when I call on the 19th to check on my part I was told someone would call me back in a few min and I waited 3 hours and then called back. At that time I was told that there was a new manger at that location and that the manager that I was dealing with was now at the downtown location. I was told to call downtown in a very condescending tone of voice and I felt like the ppl at the outlet just wanted to get rid of me. Finally after 3 call to the outlet store I finally got the store manger to call me back. He was hostile and rude. telling me that its not his problem that I had been dealing with a different manger so he refused to help me. He said he would take the fridge back if I am unhappy waiting on the part, I told him very clearly that I did not want to take the fridge back but that I wanted a credit for the hassle I had been put through. I used to work at the brick here in fort mcmurray and after i quit I went in to have a job interview with that Manager and he told me that I am unhirable. Whos says that to someone in a job interview? I firmly believe that I am being treated unfairly by Ira the manger at the brick outlet because he does not like me for some reason. I want a credit not only for the fact that the part was not in when it was supposed to be and for the way that I have been treated by Ira at the outlet store.

I purchased a mattress in May 2020 from the Brick. Since then I have been having back issues. I contacted the Brick who activated the warranty on the mattress. I was told that there is an issue with the mattress and they would exchange it.

I was told that it would be delivered on October 15th. I took the day off work for the delivery. At the very last minute my delivery was cancelled as they said they didn't have the proper paperwork.

I was then told it would be delivered October 16th. I again waited at home for the delivery. The delivery team turn up, picked up my mattress, and was about to drive off when I realized they weren't dropping off my replacement. Long story short, the Brick screwed up again and didn't put the replacement mattress on the truck, had I not seen them about to drive off, I wouldn't have a mattress to sleep on that night.

I was told that it would be delivered on October 17th. I again waited at home. They turned up again to pick up the faulty mattress but had no replacement on the truck.

For three days in a row I was screwed over by the Brick. Endure needless back pain because of the faulty mattress, wasted time staying home, wasted a vacation day to stay home on Friday to wait, amongst other inconvenience.

I have had no help, no escalation, no urgency to get me the mattress, and no empty from the Brick staff.

This is very unacceptable, stressful, a complete waste of time, inconvenience and pain.

We bought a reclining couch and love seat and a 3 year warranty to go with it.The recliner switch had to be replaced Waited 3 months to have it repaired .The switch is not working again and the Brick has told us they can no longer order the part and they cannot get another matching recliner for our set.We have been talking with the store manager about the warranty witch clearly says if they cannot repair or order a matching love seat to the set they have to replace the set wit another set of the same quality.All the brick wants to do is low ball us with cheaper sat and a third of the electrical components.Our set has electric moving head rest, USB ports, and is top of the line quality.The brick wants to give us a cheap reclining set.
All we want is what the warranty says a replacement of a product of the same quality and they won't.

Hello,
I am copying you several emails that I sent king and state my emails are blocked by them as well as the fact that they are hanging up on me as soon as I call. I am reporting this matter to BBB to get a resolution to my problem you are truly selling your customer a fraud-based warranty company.

To whom it may concern,

Enclosed you will see a few email exchanges I had with one of your agents in regards to the credit I was due to get towards a replacement of my defective refrigerator. Due to the pandemic, Briks was not able to guarantee me the availability of the replacement fridge for over 6 months. I recently went to the store to retry and place the order but was told the credit had expired and was no longer on their system.

I have in my possession all of my correspondence with Brick or king and state, that has no mention that the credit expires after 90days... you will see in the above emails that no one cared to mention this very important condition.

Earlier today I family got to speak to a rep at your company (Richard) he confirmed that there is nothing he can do and I should contact customer service.

I am demanding you reactivate my credit toward a perchance of a defective fridge that was sold to me. Please do not hide behind the keyboard and sent me a decline email to my request. I will take it to the " Better business bureau" immediately if my well-earned and paid warranty credit will not be re-activated.

It is requested by law to advise your clients of any condition you impose on your terms. I have not one's made aware of such conditions.

Please due guide yourselves accordingly to avoid further actions on my part.

Best

My name is prabodh patel.
I ordered bedroom set in dec26 2020. it arrived on23rd jan. During assembly Came across one of the part is faulty. Request part reuqst jan last week but no response.
Same part order inquiry did 3 times afterwards but no reponse and now it almost end of the year. I have to wait so long and sleeping in a faulty bed. Order number is 122605CLXPU.
I dont need any more part and take bedroom set back and give my money.
This is ridiculous and pathetic service from Brick. Very much disappointed and never recommend to other.

I bought extended warranty for my washer and dryer. The lid hinge on my washer broke and I'm being told it's not covered I did not break this. I want it replaced and my dryers heat is not working and a technician was to come today but they were given a wrong number Not My Fault .now I have to wait until next Wednesday this is not acceptable. I need it fixed asap. Today was my scheduled appointment and someone was negligent in given the wrong number. I am super pissed Teresa Shannon [protected].

MY ELECTRIC RECLINING CHAIR HAS BEEN SITTING OPEN/BROKEN IN THE MIDDLE OF MY LIVING ROOM SINCE I PURCHASED IT FROM THE BRICK IN SUDBURY ONTARIO.

I purchased an electric reclining chair and it was making a loud banging noise the day after I brought it home from the store. I made the store aware of this right away.

I also noticed that the chair was heavy scented with perfume (we are allergic to perfume at my house so it was contaminated at the store). I called and complained to the store and they took zero responsibility for this. They claimed that I bought a floor model so customers sat in the chair before I purchased it, this is not a smell that can linger on a chair if it is sat on during a store visit. I speculate that it was preowned or a member of staff was very comfortable on this piece of furniture for an extended period of time.

The reclining feature of the chair has now stopped working completely - this was only 3 days after purchase.

Since then I have called the store in Greater Sudbury three times. I once had a staff member tell me that a technician would call me to make an appointment. This never happened.

I called a second time and explained the situation and was promised by the woman on the phone, that she would look into it and get back to me - this also did not happen.

I called a third time and spoke to the same woman who told me that she would let a manager know about the situation and that someone would call me back - this also did not happen.

I then registered a warranty claim online and received a confirmation number but did not receive a call for a technician to look at my faulty chair.

So I went online and spoke to a chat representative who looked up my phone number and said that she sent a call for a technician to contact me - I am still waiting.

My frustration with this business is extremely high.

I purchased the warranty for the product and they are not keeping their end of the bargain. This is unethical.

expected. The driver spoke to his compatriots in his language and they both decided the sofa would not fit going downstairs. He however said if I signed a waiver that should they damage the walls then they would not be liable. I
stated that I was not confident that they would be diligent in taking the product downstairs without damaging the walls so they should take the product back, The product was rescheduled for the next week . I shared my concerns and asked that the same drivers do not come to my home again. the product arrived and was worn and torn and worse than the one I currently have. I asked that it be returned and I would deal with the store. I went to the store a 3rd time to try and resolve . It has been 2 weeks now and I called yesterday was put on hold for 24 mins finally the staff person came back and told me she would call me back as the notes stated the situation was resolved.
I am still awaiting a resolution 9 months later

I purchased a couch from the Brick In June of 2020. The couch is an absolute disappointment. It squeaks every time you sit down on it and the cushions sag! It feels like you are sitting on the frame of the couch. I reached out to the claims department on Sept.22, 2021 and NEVER heard back. I finally contacted customer service on Oct.4th in regards to the claim. To my surprise… the claim was closed! Re: the manufacturer warranty expired in June. After spending thousands of dollars on a couch I would expect a better quality product. Not something that already needs to be replaced after a year! I will NEVER purchase or recommend any product from the brick again.